General SLA Agreement
NetRescue can provide SLA's specific to the product being purchased. Please contact support to obtain a personalised SLA.
Software / Hardware Ownership
NetRescue is providing a lease for the Backup Service hardware and associated backup software. NetRescue retains ownership of all provided hardware and software.
Customer must agree to return any provided hardware at the completion of the SLA.
NetRescue will respond by telephone/email, as appropriate to the Customer?s incident, submitted via the NetRescue Support Line, within:
Two hours for issues classified as urgent.
Four hours for issues classified as high priority.
Eight hours for issues classified as normal priority.
24 hours for issues classified as low priority.
Note Response times listed are in business hours.
Use of Subcontractors
NetRescue is responsible for delivering products and services in the timeframes and manner specified in this document. NetRescue may use subcontractors, but are responsible for the performance of the subcontractor.
Roles and Responsibilities
It is the responsibility of Customers IT Manager to review the SLA and verify that the services provided meet the technical and business needs.
The NetRescue Support Line will assure that NetRescue can provide the level of support requested.
Customer agrees to:
Submit problem issues to the NetRescue Support Line via e-mail message to firstname.lastname@example.org.
For emergencies, call the Support Line on 0800 723-328.
Determine issue priorities (urgent, high, normal or low priorities) and report such to NetRescue.
Request and schedule special services (for example, installation of new equipment) in advance.
Pay all charges associated with services rendered
Provide critical information within a reasonable timeframe of receiving a request for information from a NetRescue staff member seeking to resolve an issue.
Install the Online Backup Manager or A-Click Backup customers end users servers / computers Maintain appropriate file and database selections for all data that requires backup, using the provided Online Backup Manager
Advise end user to secure and protect the selected Encryption Key used for restoration purposes.
Meet response times as defined in the agreement.
Maintain appropriately trained staff
Maintain provided software to current version, and patch levels, both on the Online Backup Server, and the Online Backup Manager
Help Desk responsibilities
Log and track Customers requests for service via the NetRescue Support Line.
NetRescue is dependent on external suppliers in providing application support services to the Customer. NetRescue will manage the interface into those suppliers as it relates to the provision of services under this agreement.
Service Level Agreement
Backup Service Operation Expectations
The following hardware is supported by the NetRescue Backup Managers (OBM and ACB)
Supported Operating Systems
The following support will be provided for the NetRescue supplied hardware :
Windows Server 2008
Windows Server 2012
Red Hat Enterprise Linux
Solaris 10 (x86)
FreeBSD 6.4 and 7.1
Mac OS X
Supported Database / Applications
MS Exchange 2000, 2003, 2007, 2010
MS SQL 2000, 2005, 2008, 2008R2
Oracle 10g, 11g, 11gR2
MySQL 5.0, 5.1
Lotus Domino / Notes: 7.0, 8.0, 8.5
Backup Service Function
The NetRescue Backup Service is based around supplying a customized Online Backup System in a Datacenter. The server runs the server application of the NetRescue Online Backup System. This application maintains the backed up data, by running periodic data maintenance checks, manages the user access database and other routine jobs.
The Online Backup Manager and A-Click Backup managers installed on the client computers will wake up and contact the Online Backup Server, at which point, the Server will advise the client of which folders to check for new or changed files. These files are then sent for storage on the Backup Box.
Data Replication Function
As part of the a plan, an internet connection will be provided to NetRescues backup site. The Online Backup Server will make use of this connection to maintain a complete copy of the Primary Server on the backup server. As all data is encrypted, full security is maintained.
Online Backup Manager Function
The Online Backup Manager, or OBM, is installed on your customers servers that have files or databases that need to be protected. The OBM is used by the Network Administrator to choose the files, folders and applications that need to be backed up, and the times that they should be backed up at. This information is stored on the Backup Server as a BackupSet.
At the specified time, the OBM will run a backup on the folders selected, encrypting and compressing any new or changed files, which will then be transferred to the Backup Server for safe storage.
A-Click Backup Function
The A-Click Backup client is intended for installation onto Desktop or Laptop computers. It is a cut down version of the OBM, for running simple file backups. It works in the same way as the OBM, except it can only have one BackupSet, and will only run file backups.
Preventative Maintenance and Scheduled Unavailability
Preventative maintenance is scheduled in advance. Maintenance activities may be scheduled from 9:00 a.m. to 5:30 p.m. Monday thru Thursday.
Major changes that require more than two hours of downtime will generally be scheduled to occur during the weekend. These downtimes are coordinated to ensure business activities are not impacted. Key contacts are responsible for notifying staff, communicating the impact of the situation, and the expected length of outage.
Non-scheduled downtime occurs when an unforeseen system problem occurs. The effected applications are taken out of service until the problem is resolved.
For support, NetRescue will retain login access to the Online Backup Server Web Console. Access is restricted to NetRescue employees only.
All files are encrypted, and therefore cannot be accessed.