From the outset we will ensure that you receive the best possible help and support in managing your data backup. Our engineers will help to setup and configure your backups including evaluating your data to setting up backups that suit the information lifecycle of your business.

We offer a fully supported service:

• Identification of critical data within your organisation
• Initiallation and configuration of backup software
• Configuration of backup sets and schedules
• Configuration of retention and archiving rules
• Installation and management of any backup appliance supplied by Databarracks
• Initial data collection ('seed') and population at the data centre

Once we have your backup working for you, we will then manage your backups on a daily basis ensuring you don't have to worry about your data security again. Our engineers work 24/7/365 and as we consider technical support as an intrinsic part of the service we provide and there are no extra costs.

On an ongoing basis Databarracks look after your backups and will become an extension of your IT department. Databarracks can be as involved in the day to day management of your backups as you like.

We can assist you as second line support for your own team or take the entire backup problem away from you so you don't have to worry.

• Monitor all you backups and alert you if they have been missed
• Identify and rectify any backup problems
• Monitor any backup logs
• Email daily backup reports and logs
• Manage stored data sizes
• Ensure data retention and archiving functions are performed
• Periodically review backup sets
• Periodically review your IT infrastructure to identify any changes

Data recovery and disaster recovery are the key to any backup strategy. Without the ability to restore data and systems quickly and reliably, there is little point in backing up at all. In today's business environment where data is critical and data loss can have significant impact on your business, the fast recovery of data is essential.

Databarracks have years of experience in backing up data and ensuring it is able to be quickly and reliably restored. From single files to applications, servers and entire environments, using Databarracks ensures your data will survive in the event of a data loss or business catastrophe.

View our Data Restoration Statement

File Recovery

File restores are easy, instant and available to you at any time using your Online Backup Software. If it is a single email or file or an entire folder, database or mailbox it is easy to recover data with the Online Backup Software. Restoring a file is a simple case of selecting the file from your backup, choosing the date (which generation of data) you want your file restored from, choosing where you want your file restored to, and clicking the restore button.

All our customers have direct access to their software and have the training they need to use it. If you would prefer one of Databarracks engineers to restore data for you, simply phone and we will talk you through the restore process, log on using our secure helpdesk and restore it for you, or visit you on-site to do it face to face. Whichever way you choose, we are available 24/7/365.

System Recovery

Restoring an entire application or an entire server is also a simple operation with the Online Backup Software from Databarracks. If you have the local storage option available then restores will happen at the speed of your local network. This means an entire server can be up and running again within a few minutes. The bare metal backup and non-hardware specific restore function within the Online Backup Software means that you don't need to have the exact same hardware available to you as you do with some backup methods, but you can restore one server into another quickly and easily and with minimal disruption.

If you do not have the local storage configured on your backup, then you can either restore data over your internet connection as you would with a single file restore or simply call Databarracks and we will either courier the data to you, or send an engineer to your site with your data to our strict service levels. In either case there is no charge for this element of the service and we are available to ensure you are back up and running as quickly as possible.

If you are based in the U.S.A., Asia or Europe, then data will be shipped by our carriers straight to your door. One of our global network of engineers will be there when your data arrives to assist you with the restore process should you require.

Disaster Recovery

If the unthinkable happens and you have lost your entire server infrastructure or your office due to a disaster there are various ways in which Databarracks are here to help you.

We will immediately dispatch an engineer with a copy of your data from our data centre to your disaster recovery location. We will stay with you and assist you to restore your systems until you are up and running again.

We will negotiate all of these elements of the service with you when you sign up to ensure that we fit into any disaster recovery plans that you may have. If you do not have a disaster recovery plan in place, spare hardware or an alternate location then why not look at our disaster recovery services that can help you stay in business until you are back up and running.

Find out about our disaster recovery services.

Recovery Testing

All of Databarracks support is covered by our comprehensive service level agreement. This covers all aspects of our support from the time it takes us to pick up the phone to the time it takes us to have an engineer on site with all of your data.

We have a standard service level agreement here for you to read, but if you would like to change elements of the service level agreement to suit your business we are happy to do so where possible. Just give us a call to discuss your requirements in more detail.

Our online backup services are governed by our service level agreement which is outlined below and available to download. This agreement is the basis of our support and service delivery, but is also negotiable to suit our customers' individual requirements where necessary. Our service levels govern the time it takes for us to pick up the phone through to the time it takes us to be on site with your data and an engineer.

If there are levels of service which you require different from those laid out in our standard service levels, please call one of our team to assist.

Download Service Level Agreement PDF (41.4kb)
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Online Backup Service Level Agreement (SLA)

This service level agreement is supplemental to a Databarracks Services Agreement between Databarracks Limited and the Customer and is incorporated in that Databarracks Services Agreement.

1. Definitions

1.1 Terms defined in the Databarracks Services Agreement have the same meaning in this Service Level Agreement.
1.2 "Service Credits" means 10% of the Usage Fee (excluding VAT) due for the month after the month in which an Incident occurs.
1.3 "Service Levels" means the criteria set out in clause 3 below
1.4 "Incident" means one of the issues set out in clause 3 below

2. Databarracks Obligations

2.1 Databarracks agrees to provide the Services to the Service Levels. Should Databarracks fail to reach the Service Levels it agrees that subject to clause 4 it shall deduct Service Credits from the appropriate Usage Fee as set out in clause 3. Such deduction shall be the sole remedy of the Customer in relation to such failure.
2.2 If the Service Credits in respect of any month reach 100%, the Service Credits shall be deducted from the next following month, but Databarracks shall in no circumstances be required to pay any fee in respect of Service Credits to the Customer.

3. Service Levels

NOTE: Where response times are stated, these are 24 hours a day, 365 days a year and are not limited by business hours.

4. Deduction Criteria

4.1 Service Credits shall only be granted where the Incident is within Databarracks's reasonable control. For example, system failure of an internet backbone outside Databarracks's control shall not result in the granting of Service Credits.