Backup & Recovery

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1. Description of Service

The Information Technology Division's (ITD's) Backup and Recovery Service is a reliable service providing backup and recovery services for mission critical data for fully managed (distributed and mainframe) and co-located systems. Using EMC Networker software, Open Systems application data is backed up to a centralized storage facility. Mainframe data backups are performed using Innovations Data Processing FDR, Sun Microsystems EXHPD and Computer Associates CA Disk backup products. Once all data is backed up to the central storage facility, data is encrypted and sent offsite as determined by customer requirements.

Backup Service for Distributed Hosts

ITD's Backup and Recovery Service includes multiple service levels and configuration options for backup and recovery. ITD works with each customer to determine backup and retention requirements and then configures the backup and retention services with the appropriate parameters to meet the customer's requirements. All backup tapes are stored offsite as specified by the customer requested retention period.

Full Backup Cycle Options: Full backups can be scheduled daily, weekly, monthly, quarterly, etc. Incremental backups can be scheduled every day except on the day the full backup is performed.

Retention Period Options: Backup tapes are sent offsite, based on the customer's required retention period. Standard retention periods include 15 days, 30 days, 90 days and up to one year.

Recovery/Restore Services for Distributed Hosts

Data restores from backups are initiated and completed by ITD's system administrators. If the required backup tapes are off-site, a request for the appropriate backup media is sent to the ITD backup administrators for data retrieval. Once the media is available for restore, the ITD hosting systems administrator is notified and the restore can continue.

If the restore is to be performed for a non-ITD managed or co-located host, the restore will be jointly performed by the customer and ITD backup administrator.

A standard restore request requires a 24 hour turnaround time. If customers are requesting off-site tapes on an immediate basis, there is a minimum 3 hour turnaround.

Backup Services for Mainframe

There is only one level of service for mainframe backup services. Full backups are performed weekly. Incremental backups are performed daily. Both on-site and off-site copies are created simultaneously.

The mainframe customer's administrator initiates point-in-time backups directly without backup ITD's backup administrator's involvement. Weekly full and incremental backups (and restores) are managed by the ITD system administrators. Mainframe full backups are retained for 3 weeks and incremental backups are retained for 15 days.

Encryption Services

Before any tapes are moved offsite they must be encrypted. ITD uses AES (Advanced Encryption Standard) 256 bit encryption. The encryption keys are managed by four key management appliances; two appliances are located at MITC and two are located at SunGard (ITD's disaster recovery vendor) in New Jersey.

Any restores involving encrypted data stored offsite will be decrypted and restored at MITC. All data in transit to and from Iron Mountain (ITD's offsite tape storage vendor) will be encrypted. ITD conforms to the U.S. Government standard that AES 256 bit encryption is suitable for data considered "top secret".

Please note: At this time, ITD does not offer archiving services. An archiving solution is target for FY12 Q4.

Support services include:

• A Service Account Manager to answer any questions or concerns regarding ITD Services.
• Services offered through our Operations Office; including Change Management and customer access to incident management via email, phone (CommonHelp)
• The online COMiT service management portal

2. Service Targets/Hours of Availability

*Incidents, requests, or changes that are outside the scope of the defined service description or normal service hours will be direct charged to the customer.

3. Service Reporting

The following reporting information is provided to customers as part of this service:

4. Service Requests

*For new service requests only. To manage existing requests, please log into COMiT.

5. Customer Responsibilities

The customer will procure licenses for all application hosts and is also responsible for verifying that backups are executing according to schedule.

For your convenience, you may also view a detailed list of customer responsibilities.

6. Chargeback Rate Information

For more information on Chargeback, including an overview of the program as well as current and previous fiscal year rates, please visit our Chargeback Services webpage.

Cost Framework: Backup & Recovery

Direct Costs:

Dedicated Direct Resources

Indirect Costs:

Allocated Costs Not Specific to Service

Adjustments:

Rates pertaining to this service offering include:

Download the cost framework for Backup & Recovery   
Download a complete listing of all chargeback rates 

Updated December 6, 2012
Published August 14, 2009
Created April 14, 2009: Information provided by the Infrastructure Services Team