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Service Catalog

The service catalog for the Backup as a Service (BaaS) solution includes the following protection services:

Service Levels

The BaaS service offers three different service levels or Plans. These service levels are designed to protect for an Increasing scope of failure or disaster.

Each VM that you onboard must subscribe to a single plan. The plan applies to all the data on the VM and cannot be varied between data types. For example, you can protect your VM and the installed databases separately, but using the same service level.

When choosing your plan, consider the value of the data residing within the protected system. Consider the business Impact of that system being unavailable and then select the most appropriate plan based on the following factors:

  • Recovery Point Objective - acceptable amount of data loss during unplanned outage
  • Recovery Time Objective - expected recovery time in perfect scenario

Essential Plan

Essential plans provide protection for failures localized to Virtual Machine or hypervisor Infrastructure. Failures that affect the entire site would result in a loss of service.

The Essential plan Is Intended to be the default plan attached to all Virtual Machine IaaS subscriptions. Service providers who do not select a preferred protection plan will receive Essential.

Following are the highlights of this service plan:

  • Essential does not provide backup copies outside of the primary data center, so it is used in a non-production or a test environment.
  • There will be a total of 15 on-premises recovery points held.
    • Full backups will be taken weekly
    • Incremental backups will be taken daily
  • Recovery points are held as:
    • Two (2) weekly Fulls
    • Thirteen (13) daily Incrementals
  • Data is compressed, deduplication and encrypted during transfer.
  • Virtual Machines residing on VMware or Microsoft Hyper-V are protected using crash consistent file-system backups only.
  • Recovery may include entire Virtual Machine, Individual disks, or Individual files/folders.
  • You can recover to an original Virtual Machine or to a new Virtual Machine.

    Note: Restoring to a new Virtual Machine (VM) will attract additional Infrastructure as a Service (IaaS) charges for the new VM.

  • Self-service recovery is available. This is a self-service support only offering, and therefore assisted recovery is not available.

Standard Plan

Standard plans provide protection for localized failures but optionally provide for a second backup held offsite or in another fault domain. Failures that affect the facility could be recovered from the second backup copy.

The Standard plan is intended to be the default plan for all production-grade systems. Service providers can opt-in or select the Standard plan, as it attracts additional monthly subscription costs above the default Essential offering.

In addition to the features in the Essential plan, the Standard plan increases the number of daily backups to 30 and provides application protection and offsite copy options.

Following are the highlights of this service plan:

  • There will be a total of 30 on-premises recovery points held.
    • Full backups will be taken weekly
    • Incremental backups will be taken daily
  • Recovery points are held as:
    • Four weekly Fulls
    • 26 daily incrementals
  • Data is compressed, deduplication and encrypted during transfer.
  • Virtual Machines residing on VMware or Microsoft Hyper-V are protected using crash consistent file-system backups. Application-Aware backups will be performed for supported applications
  • Recovery may include entire Virtual Machine, Individual disks, or Individual files/folders.
  • You can recover to an original Virtual Machine or to a new Virtual Machine.

    Note: Restoring to a new Virtual Machine (VM) will attract additional Infrastructure as a Service (IaaS) charges for the new VM.

  • Self-service recovery and Service-desk assisted recovery are available.

    Tip: Commvault has Integration with common service desk software like ServiceNow and Jira. Consider Integrating your services portal with Commvault.

Premium Plan

Premium plans provide the highest level of protection by providing both localized protection and second copy protection, as a default. Premium plan provides multiple backup copies both on-premises and off-site for protection from site/facility-wide events.

Premium plan is intended by business-critical or mission-critical workloads that require the maximum level of backup coverage.

Note: While backup services can be leveraged to recover systems to an alternate data center, they are dependent on someone to initiate the recovery. To automate disaster recovery, use the Disaster Recovery as a Service (DRaaS) subscription.

Following are the highlights of this service plan:

  • There will be a total of 15 recovery points held on-premises, and an additional 30 recovery points off-site.
    • Full backups will be taken weekly
    • Incremental backups will be taken daily
  • Recovery points are held as:
    • Two weekly fulls (onsite), Four weekly fulls (offsite)
    • 15 daily incrementals (onsite), 26 daily incrementals (offsite)

    Additionally, there is an option (opt-In) to select a Long-Term Retention (LTR) copy for the purposes of regulatory / compliance retention. There are two options available:

    • 12 monthly fulls, retained for 12 months each
    • Seven 7 yearly fulls, retained for 7 years each

    LTR copies are held at offsite only and may leverage Public Cloud provider archival storage for reduced cost.

  • Data is compressed, deduplication and encrypted during transfer.
  • Virtual Machines residing on VMware or Microsoft Hyper-V are protected using crash consistent file-system backups. Application-Aware backups will be performed for supported applications
  • Recovery may include entire Virtual Machine, Individual disks, or Individual files/folders.
  • Recovery may occur to original Virtual Machine or to a new Virtual Machine.

    Note: Restoring to a new Virtual Machine (VM) will attract additional Infrastructure as a Service (IaaS) charges for the new VM.

  • Recovery may occur from on-premises or off-site backup copies.

    Tip: Restoring a Virtual Machine from an off-site backup copy to original site will be heavily dependent on the wide-area network (WAN) between the two facilities. For guaranteed recovery times please consider a Disaster Recovery as a Service (DRaaS) subscription.

  • Self-service recovery and Service-desk assisted recovery are available.

Service Options for Infrastructure Backup as a Service (iBaaS)

Service Options are additional optional add-ons that service providers may add to their existing service plan subscription. Options are charged monthly in additional to the core service plan fee.

Service Options may also have limited availability to align service providers to a more appropriate level of service. For example:

  • An Essential plan does not offer offsite copies
  • A Standard plan allows up to one offsite copy
  • A Premium plan includes one offsite copy but permits an extra long-term retention (compliance) copy as required.

Services that are not included in the service features, can be requested as Service Options. Some of the more common options requested are:

  • Offsite backup copies, charged $/TB/month (replicated)
  • Offsite cloud copies, charged $/TB/month (replicated) + cloud cost
  • Encryption, charged $/TB/month

Service Options provide additional value to the base subscription.

  • Offsite backup provides protection from additional failure scenarios
  • Offsite cloud copies provide migration to the cloud opportunities
  • Encryption provides compliance with corporate / regulatory policy

Note that the service options also incur cost on the shared services platform. Consider the impact of the service option before you request.

  • Software encryption can Incur additional CPU workload to protect & replicate
  • Offsite copies Incur WAN bandwidth costs, even when compressed and de-duplicated
  • Availability protections (Commvault GridStor®) incur additional infrastructure cost to ensure services are always available

Note: Service Options are an effective way of adding additional revenue to your existing service portfolio without productizing a new service plan. An Option should only become a Plan when most customers Is selecting It by default.

Service Extras

Service Extras are additional complimentary services that tenants can request as a one-time fee. Extras are typically initial setup, onboarding or per-engagement fees (example, running an annual Disaster Recovery test).

Following are some of the Service Extras that are often requested and supported by Commvault:

  • Offline data seeding (I.e. Amazon Snowball, Azure DataBox Impact)
  • Metadata export on service / subscription termination
  • Data migration (to/from/between Clouds)
  • Disaster Recovery, Restorability tests (service-desk assist)

Service Extras are not recommended for initial service deployment in order to speed the initial service release.

Service Level Agreement (SLA) for Infrastructure Backup as a Service (iBaaS)

Service level agreements ensure that business services are unaffected by third-party supplier outages.

Note: Consider both the level of availability expected and level of availability valued by your consumers. Availability has an inherent cost to buy, build and operate redundant/resilient infrastructure. This must be factored in the service plan cost.

Following is a sample SLA schedule for the BaaS service.

SLA Name

Infrastructure Backup as a Service - SLA

Description

This SLA measures the availability of the BaaS service for providing both backup and recovery operations.

SLA target

Service uptime of 99.9%.

(measured on the same cycle as customer billing cycle)

Example: Monthly allowable unavailability of 43m.

SLA penalties

[Vendor] agrees if SLA targets are not met, the following service credits will be applied to the next billing cycle

+ 10% discount for Service Availability < 99.9%

+ 20% discount for Service Availability < 99%

Measurement

Availability of the service will be measured by [Vendor] monitoring systems (response, application, and reachability)

Reporting

SLA results will be reporting to the [Service Availability Page] for customer transparency.

Exceptions

Planned Maintenance Windows

  • Planned maintenance windows will be notified by email to the tenant admin and tenant end-users of the service
  • Standard maintenance windows will be notified with minimum 3 days advanced notice
  • Emergency changes requiring a service outage will be notified with minimum 4 hours advanced notice
  • An email notification will be sent when the maintenance window commences and again when it has ended

Tenant Responsibilities

Tenants are responsible for the accuracy of the email address associated with their user identity.

Tenants are responsible for the correct installation, configuration, & operation of protected applications. Application upgrades must validate BaaS compatibility before upgrade.

Service Template for Infrastructure Backup as a Service (iBaaS)

The following table provides a simple one-page summary of the Infrastructure Backup as a Service (iBaaS) offering:

Service (Product) name

Infrastructure Backup as a Service (iBaaS)

Ideal for

  • VM owners who want to recover their VMs from failed upgrades / host misconfiguration, or just human error .
  • Application/service owners who want to provide a service-level guarantee to the business that rely on repeatable recoverability.

Service offers

3 Tiers, namely Essential, Standard, and Premium

  • Essential - for testing and non-production environments[default]
  • Standard - production environments
  • Premium - business-critical production environments

Optional extras

  • Offsite copy (for Disaster Recovery)
  • Long-Term Retention copy (for regulatory compliance)
  • Encrypted backups (for confidence in Cloud)

What you get

  • Recoverability for your Windows and Linux virtual machines
  • Recoverability for your Microsoft applications
  • (SQL, Exchange, MySQL, and Oracle)
  • Full transparency through self-service SLA reports, alerts and dashboards
  • Full control with self-service ad hoc backup and restore capability
  • Recovery Readiness through protection and storage offsite
  • Cloud Readiness by enabling cloud-adjacent data to facilitate migration

Other benefits

  • Disaster Recovery protection
  • Regulatory retention (some markets)

How to order

Submit request to orders@msp.io

How to use

Self-service portal

+ Reporting, Success/Failed, SLA adherence

+ Ad hoc backup, restore

Service Level

Available 24x7, 99.9% uptime (excluding maintenance)

Service Penalties

  • [xx% credit on monthly bill for SLA 0-5% breach]
  • [yy% credit on monthly bill for SLA 5+ breach]

Pricing

  • $/TB protected or replicated data
  • $/TB long-term held data (+cloud costs If applicable)

Service Offering Matrix

The following table is a matrix of the protection Operating Systems, Hypervisors and Applications for the Backup as a Service (BaaS) service.

Feature

Essential

Standard

Premium

Provider Cloud Locations

x

x

x

Retention (Primary DC) in days

15

30

15

Offsite backup copy

 

Option

1

Offsite retention in days

 

30

30

Frequency (Recovery point) in hours

24

24

8

Indicative Recovery Time Objective in hours

24

8

4

Self-service restore

x

x

x

Encrypt, Compress, Reduce

x

x

x

SLA Reporting & Dashboards

x

x

x

Alerts & Notifications

x

x

x

Hypervisor / VM protection

x

x

x

VM Disk / Volume protection

 

x

x

VSS aware app protection1

 

x

x

Managed service

 

x

x

Custom retention

 

Option

Option

File / Folder protection

 

 

x

Non-VSS aware app protection2

 

 

x

Long-Term Retention (frequency/retain)

 

 

monthly / 12m

yearly / 7y

Last modified: 2/22/2021 9:28:02 AM