Data Protection as a Service

Updated 3 months ago by Brian Banaszynski

Service Description

Overview

DSM Data Protection services are an element of the DSM cloud suite of services, which include public, private and virtual private cloud services. Data Protection is an optional add-on available to Infrastructure as a Service (IaaS) clients, those who are privately hosted, or as a standalone service. DSM Data Protection services enable clients to back up and restore data critical to their business’ stability.

DSM’s comprehensive enterprise backup services provide protection for the client’s data center, endpoint devices and cloud resources. Features include support for archiving, snapshots, replication, the Microsoft suite of hosted services including SharePoint, Office 365 and more as well as e-discovery features for singular information management. Unlike services that rely on separate point products for each of these functions, the client benefits from a more scalable architecture with flexible service plans to support future business changes. In addition, data consolidation into a single platform ensures efficiency of the underlying infrastructure, consolidated reporting, and an enterprise-wide view into client data. These services are scalable, offering a low-cost entry point through data backup and restore with the ability to stack on additional data management features as needed.

The provisioning and configuration of Data Protection is performed by DSM’s Cloud Operations Team (COT).

Service delivery architecture

Data Protection is an integrated part of DSM’s architecture.  It is comprised of the following components:

  1. Primary and standby management servers, which allows communication from the web console and management console (and any other future authorized portal) to the backup system.
  2. Two (or more, based on volume) data movers, which are responsible for the data copy process from agents to storage.
  3. Highly available backup storage, offered in multiple tiers depending on recovery requirements.
  4. Backup agent installed on the client’s virtual servers; a single agent is used to back up files, server images, and/or supported applications per system.

The table on the following page details service elements available to Data Protection services clients. Not all elements are available to every client. The client order form (or other form of mutually acceptable invoice) will specify the level of service provided under this agreement.

Service Elements

Supported Backup Agents

Active Directory

NAS

DB2

  VMware Virtualization

DB2 DPF

Microsoft Hyper-V

DB2 pureScale

  Unix Virtualization

Documentum

Solaris

Image Level

Linux

Informix

HP-UX

IBM Notes/IBM Domino - Database

FreeBSD

IBM Notes/IBM Domino - Document

  Oracle

Macintosh File System

SAP for Oracle

Microsoft Exchange Database

Oracle RAC

Microsoft Exchange Mailbox

PostgreSQL

Microsoft Exchange Public Folder

SAP for MAXDB

Microsoft SharePoint Server

AIX

Office 365 with SharePoint

Sybase

Microsoft SQL Server

OES File System

Microsoft Windows File System

MySQL

Service Features

Choice of pre-configured backup schedules

Choice of pre-configured retention policies

AES 256-bit Encryption

Includes Deduplication

Includes Compression

Optional Portal and Management console access

Daily Backup Summary Report

Pricing (Priced per quantity of):

File & Application Agents

Virtual Guests

Per TB of Array Snapshot

Per GB of used backup storage

Service transition

Assessment

Data Protection is available after completion of DSM’s protected data survey and analysis, which ensures DSM can meet the client’s data protection needs. For existing Infrastructure and Complete IT Managed Services clients, the protected dataset, schedule, and retention policies will be recorded as a baseline configuration.

Transition in

The first full backups will land on Tier IV storage and will be expected to have an extended run time due to the nature of deduplication. Subsequent backups will see higher efficiencies once the first backup copy is landed. If chosen, the primary backup copy would then be replicated to a secondary data center at scheduled intervals.

Client service management

Roles and responsibilities differ depending on whether or not the client participates in one of the DSM Managed Service offerings. Data protected within a managed device will be covered by DSM data protection. If the client does not currently, or does not plan to participate in a managed offering, the client is responsible for troubleshooting backup failures.

Clients outside of a managed service offering can open a ticket with the technical assistance center if vendor escalation is required.

Change management

Change management for Data Protection will comply with the Cloud Operations’ product lifecycle process.

Transition out

Data Protection does not include a specific transition out arrangement.

Scope of Services

Data Protection is an integrated backup service, offering backup and recovery for IaaS workloads, local premise servers and data, and endpoints such as workstations and laptops. It includes the following features:

  • Available to hosted clients as well as local premise protection.
  • Allows the backup administrator to back up and restore operating systems, virtual machines, files, and applications.
  • Available via a web portal and full management console.
  • Defaults to primary backup on separate storage arrays co-located in the same data center as the IaaS client.
  • Provides a choice of location for secondary data copy.
  • Provides clients with visibility of backup status, coverage and success rates.
  • Provides clients with a choice of preconfigured retention periods.
  • Provides clients with a choice of preconfigured backup windows
  • Archiving is available as an add-on service
  • Snapshot management is available as an add-on service
Service availability management

As part of the DSM Terms of Services Agreement that governs the client's purchase of public cloud services, DSM will meet the service level agreements set forth below:

  • 99.99% network uptime target
  • 99.99% server uptime target
  • 4-hour support response time guarantee
Service reporting

Service reporting is a core element of the Data Protection service and is intended to provide the client with a range of information pertaining to the health and performance of the subscribed services.  Service reports will be available from self-service portal. The standard set of data includes:

  • Performance success and failure reports
  • Time to complete backup reports
  • Amount of data backed up
  • Number of retention points available
Service continuity

DSM has designed the Data Protection architecture to provide high service continuity, leading to overall business continuity. From active/active blended carriers down to redundant data movers that receive your data, rest assured that your data is backed up and available when you need it.

Capacity management

The Cloud Operations Team (COT) continuously reviews capacity used on the backup platform. Through proactive data collection and trend analysis the COT will ensure that capacity is upgraded in line with usage patterns, and aims to be 30 days ahead of utilized capacity at all times with information security.

Client Responsibilities

The following specific terms and conditions apply to Data Protection where no premise or cloud based managed services are included:

  • The client is responsible for defining the appropriate application data, file level data, and virtual machines when enabling the backup plan.
  • The client is responsible for performing and testing restores as well as testing its systems and monitoring the integrity of its data.
  • DSM does not have knowledge of the data that the client stores on the IaaS platform, including the quantity, value, or use of the data. The client is therefore responsible for taking all reasonable steps to mitigate the risks inherent in the provisioning of the Data Protection service, including data loss.
  • If a restore operation is not available as a self-service offering, which is the case for a subset of application restores, the client will need to raise a service request to obtain assistance in performing the restore.  

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