Backup. ServiceWorks Backup Service Description

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ServiceWorks Backup

Service Description

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1 Confidentiality

Kelway’s success in the IT market place is directly linked to the knowledge that we have of best practice and the innovation and creativity that we apply to our customer solutions. In providing this report Kelway have endeavoured to present evidence of this to further our case for selection and to offer value in this solution area. Kelway ask that you respect our intellectual property and consider the contents of this and all other documents submitted by Kelway to be highly confidential.

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1. Document Information

The following represents information about this document and includes review and approval, version control and history, references, and a glossary of terms.

1.1 Document Lead Author & Contributor

Role Name Title E-Mail

Draft Author Mike Hallett Solutions Architect, ServiceWorks [email protected]

Table 1 - Document Lead Author & Contributor

1.2 Template Version Control

Date Version Description Author Reviewer

14/08/2013 0.1 First draft template Mike Hallett N/A

Table 2 - Template Version Control

1.3 Document Version Control

Date Version Description Contributor Reviewer

14/08/2013 0.1 Initial Draft Mike Hallett

02/04/2014 0.2 Review of content James Lewis

08/04/2014 0.3 Review of format Rebecca Wager

08/04/2014 1.0 Issued Rebecca Wager

Table 3 - Document Version Control

1.4 Copyright

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2. Service Description

2.1 ServiceWorks

ServiceWorks Backup is one of several cloud services offered by Kelway. These hosted services are designed to reduce the burden on an organisations IT department allowing members of an in-house IT team to be more business aligned.

Each service available within the ServiceWorks platform is designed to be reliable and highly available. A service availability SLA is defined for each service for guaranteed availability. The ServiceWorks Backup product benefits from a number of features that are common to the ServiceWorks platform.

 Secure Network Access: A choice of network access methods are provided each service within ServiceWorks, using SSL certificates for internet access or direct links to customer premises or MPLS networks.

 Secure Operating Environment: Each service is provided from a minimum of Tier 3+ datacentres.

 Redundant Architecture: The ServiceWorks platform is built with no single point of failure, allowing failures to occur without impacting service availability.

 Proactive Monitoring: The Kelway service Operations centre provides round the clock proactive monitoring of the ServiceWorks platform.

2.2 Backup

The ServiceWorks Backup product has been designed to provide Kelway clients with the ability to protect their unstructured and structured data directly from existing systems, to support their business operations and compliance requirements.

The ServiceWorks Backup product at a high level, backs up unstructured and structured data from there on premise, externally hosted or Kelway maintained data centre facilities to the Kelway data centre’s ServiceWorks Backup platform. The solution incorporates the use of EMC Avamar, a Backup and restore technology from EMC which integrates with the client operating systems and

applications to provide the functionality. Further details on supported application and operating systems can be found within this document.

The ServiceWorks Backup product is based on EMC Avamar, a combination of EMC hardware and software technologies that provide the backup service.

http://uk.emc.com/backup-and-recovery/avamar/avamar.htm

A cloud service platform is a combination of automation, control, and resource management software with a well-defined topology of servers, storage, and networking hardware.

The ServiceWorks Backup platform has been designed to allow for Scheduled Maintenance to be achieved with a reduction in capacity, rather than service outages. Each core service / server role will have multiple instances, so each instance can be taken off line individually without a complete cessation of service.

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2.3 Wide Area Network

Connectivity to services can be facilitated if a number of different ways;

 Existing public Internet connection.

 An IPsec VPN.

 Direct peering with the Kelway network

Connectivity to the backup services can be facilitated via a dedicated point to point link provided by Kelway or by the Client.

Connectivity to the Backup service cannot be facilitated without a network connection detailed above, however any complementary services that are internet facing (such as online control panels) that are accessed directly over an internet connection are secured by way of an SSL certificate. The bandwidth required between the client’s datacenters and that of Kelway’s is dependent on the amount, size and change rate of those backed up servers and applications.

2.4 Networking Security

Connectivity into this solution reside behind a Fortigate firewall infrastructure and is accessed by dedicated VDOM instances. The client is provided with a dedicated vDOM instance (sometimes referred to as a virtual firewall). The vDOM instance is managed and maintained by Kelway.

2.5 Licencing

Licencing for the Avamar product is included within the ServiceWorks Backup service provided by Kelway

2.6 Customer Managed Services

Kelway are aware that other services outside the scope of this backup service are required to form the complete backup service. It is the responsibility of the client to manage, maintain and monitor any services outside of the Kelway ServiceWorks Backup deployment

Examples of such services are as follows:

 The Customers physical environment

 Availability of customer servers and application

 Customer VPN Endpoint

2.7 Deployment Scenarios

ServiceWorks Backup supports backups in a number of scenarios, detailed below;

Type Size

Direct Communication from locally installed Avamar backup

agents on the clients servers/desktops directly to the ServiceWorks cloud infrastructure

Local Communication occurs from a smaller Avamar grid on the

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2.8 On Premise appliance

As part of the ServiceWorks backup solution it is possible to deploy smaller Avamar grid appliances to a client’s datacentre to facilitate a lower RTO. Where this is the case the locally deployed grid appliance will be configured to send backups to the ServiceWorks Avamar grid in order to reduce inbound client connections from multiple servers/desktops.

Two options exist for deploying a local Avamar grid to client’s environment, either via the use of Avamar Virtual Edition (AVE) or Avamar Business Edition (ABE), with the selection of one of these being largely based on the client’s backup data volume requiring local backups.

Avamar Virtual Edition (AVE)

In scenarios where an AVE will be deployed, Kelway provision standardised physical server.

The standard server choice will be a HP ProLiant DL160 G8 server. This server is a small form factor 1U server with low power consumption requirements.

Avamar Business Edition (ABE)

Avamar Business Edition comes pre-packaged as an EMC branded appliance and is a single-node of an Avamar grid. This appliance provides backups up to 7.8TB*

The following appliances are available and are fully managed by Kelway as part of the ServiceWorks

product offering.

*it is possible to deploy multiple nodes to a customer premises if additional space is required.

Type Size

Avamar Virtual Edition (AVE) 0.5TB

Avamar Virtual Edition (AVE) 1TB

Avamar Virtual Edition (AVE) 2.0TB

Avamar Business Edition 3.4TB

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2.9 Solution Diagram

The following diagram gives a high level overview of the deployed solution;

2.10 Data Retention Polices

The following data retention polices are available within the ServiceWorks backup offering. These retention polices are selected during the deployment of the service. Policies are applied on a per server basis.

Backup retention model Details

Retention Policy 1 28-31 copies of daily backup data

Retention Policy 2 6 dailies, 3 weeklies, 3 monthlies (12 copies of backup data is retained)

In addition to the short term retention policies detailed above, longer term retention is also available (at an additional cost) and can be selected on a per server basis. The available policies are detailed below;

Backup retention model Details

Long Term Retention Policy A Monthly copies retained for 12 months Long Term Retention Policy B Year End for 3 Years

Long Term Retention Policy C Year End for 7 Years

Long Term Retention Policy D Backup data is protected using a custom schedule, defined during a bespoke design with the client.

A ServiceWorks solution architect will work with the customer to help define which the most appropriate retention policies during the deployment of the service.

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2.11 Tape Protection

Tape protectionwill be provided and be used to host backup data with longer retention

requirements. Any longer term retention stored on tape will be fully automated. Restore requests for any information provided on tape storage will be available by the self-service restore portal in the same way was disk storage. There may be a small deploy when restoring data from a longer term retention policy due to the automated tape loading process.

2.12 Recovery Time Objectives

A ServiceWorks solution architect will work with the client to understand the recovery time objectives the client is looking to achieve and make recommendations relating to the deployment options, however, recovery time objectives are not offered as part of the backup service. This is due to the fact that restore times can vary based on bandwidth, data size and other factors outside the control of Kelway.

2.13 Self-service data restores

Data restores are performed by the client though the use of a self-service portal secured by username and password.

2.14 Kelway initiated data restores

Kelway will only perform a restore at the consent of the client via one of two approved mechanism to ensure the service is not inadvertently initiated which would lead to unnecessary loss to client’s production data.

The following two mechanisms will be accepted to invoke a restore at the request of a client.

 Written request by one of three named individuals

 Telephone request by two of three named individuals

In the first mechanism the client will be required to request a restore via the use of email. The client will be required to describe the nature of the incident which has resulted in their decision to

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2.15 Supported Applications and Operating Systems

The following applications and operating systems are supported within the ServiceWorks backup service. Specific version numbers and application combinations will be assessed during the presales cycle to establish supportability.

Operation Systems

Microsoft Windows Server 008 R2, 2008, 2003 Microsoft Windows 7, Vista and XP

Unix, including Solaris, HP-UX, IBM AIX, SCO, and Free BSD Linux Redhat, SUSE, Oracle Linux, Ubuntu, Debian, and CentOS MAC OSX (PowerPC and Intel based)

VMware hosted virtual machines via vStorage API’s for Data Protection (VADP) Microsoft Hyper-V hosted virtual machines

Novell NetWare and Open Enterprise Server (on Intel platforms) Applications

Microsoft SQL server databases Microsoft Exchange servers Microsoft SharePoint Lotus Domino SAP with Oracle Sybase ASE Oracle databases DB2

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3. Service Management

We are committed to ensuring that all our customers have the best possible experience working with Kelway. The information in this section covers all elements of support you will receive from Kelway, as well as ticketing and escalation procedures

3.1 Logging an incident

Please have the following information ready to provide to the Support Analyst: Please quote your company name.

Please have a description of the fault in as much detail as possible and contact details to get back to you on (if different to our records).

The initial communication received, whether by telephone or email, generates a reference number from our ticketing system. This reference is a record of your communication with us. If you do not receive a ticket number then please ask for one.

If multiple emails or calls are received concerning a single issue, the Service Desk may, at our

discretion, combine these into a single ticket. If a single call is placed regarding multiple issues, these may be split into multiple tickets. The principle is that there is one primary ticket per incident, which aids tracking and subsequent reporting. Opening a new Incident Ticket by Telephone - +44 (0)203 069 5333 A member of our support staff receives your call and takes your details and a description of the problem. If possible, we will solve your problem immediately. If we cannot solve the problem immediately, we will issue you a ticket number and begin further troubleshooting without delaying you any longer on the telephone.

Opening a new Incident Ticket by Email - [email protected] Emails create an automated response, which includes issuing a reference ‘ticket number’. This automated response records the time Kelway Service Desk receives the email. Closing an Incident Ticket when we have resolved the problem, we will attempt to contact (phone and/or email) the individual who opened the ticket to confirm and agree that the ticket can be closed. An email with an overview of the solution and intermediate actions for this incident will be sent to the customer contact.

If no contact is made by the customer to the Service Desk within two business days, after repeated closure requests via phone/email, the ticket will be closed.

Kelway Service Desk Operation Hours

Days Time

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3.2 IIncident Prioritisation

The following table illustrates how the Kelway service desk prioritises incident tickets.

3.3 Escalation & Complaints Procedures

Any delays or problems that affect Kelway’s ability to meet the agreed resolution times shall be subject to escalation procedures. At each stage in the escalation process, the customer shall be made aware of the situation and the actions being taken to resolve the reported issues. The escalation contacts are detailed below:

Service Desk Contacts

Service Desk [email protected] +44 (0) 203 069 5333 Service Desk Team Leader [email protected] Service Delivery Manager Chris Lillie +44 (0) 797 698 3574

[email protected]

Service Principal Jamie Nicholson +44 (0) 7881 013 204 [email protected]

Head of Service Management Mark Boyer +44 (0) 7889 757 317 [email protected]

Kelway Incident Priority Definition Incident Priority Definition Target Resolution Hours in Effect Incident Management

1 A system, application, site or environment down that has been defined as critical by the customer and has a material impact on the ability to carry out business as usual.

4 hours 24/7/365

2 A non-critical system, application, site or environment that is being affected or down to such a degree as to impede the usual business

8 hours 24/7/365

3 An issue affecting multiple users from working or a localised non critical issue. A VIP single user issue

12 hours Mon-Fri – 09:00-17:30 4 A single user issue inconveniencing them

and having a minor impact on their ability to work

24 hours Mon-Fri – 09:00-17:30

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When escalating an incident please provide as much information regarding the escalation including the following:

 Incident Reference Number

 When the call was logged

 Customer name and full contact details

 Nature of the escalation

 Criticality of the escalation (number of users impacted)

 Related call reference

A formal complaint can be raised by writing to us at: Kelway, Peterborough

Service Desk Team Leader 1 Cyrus Way

Cygnet Park Hampton Peterborough PE7 8HP

Or by emailing our Escalations team at:

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Appendix

Appendix 1 – Firewall

Avamar requires the following ports to facilitate connectivity from clients and appliances: Port Description

443 Self Service Portal Access

27000 Client Communication 29000 Client Communication 902 Client Communication 22 SSH 25 SMTP 7778 Client Communication 53 DNS 8543 Client Communication 3741 WysDM Agent 53

Appendix 2 – Version Support

The following Operating Systems and Applications are supported.

Backup. ServiceWorks Backup Service Description

ServiceWorks Backup

Service Description

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Table of Contents

Confidentiality

1.

Document Information

1.1

Document Lead Author & Contributor

1.2

Template Version Control

1.3

Document Version Control

1.4

Copyright

2.

Service Description

2.1

ServiceWorks

2.2

Backup

2.3

Wide Area Network

2.4

Networking Security

2.5

Licencing

2.6

Customer Managed Services

2.7

Deployment Scenarios

2.8

On Premise appliance

2.9

Solution Diagram

2.10

Data Retention Polices

2.11

Tape Protection

2.12

Recovery Time Objectives

2.13

Self-service data restores

2.14

Kelway initiated data restores

2.15

Supported Applications and Operating Systems

3.

Service Management

3.1

Logging an incident

3.2

IIncident Prioritisation

3.3

Escalation & Complaints Procedures

Appendix

Appendix 1 – Firewall

Appendix 2 – Version Support