Provider named a Niche Player in Magic Quadrant for DRaaS for third consecutive year
Service, not technology, is what prevents data loss
Backing up data isn’t hard. The technology is robust and the software is mature. Anyone can do it.
Actually recovering from catastrophic data loss is an entirely different matter.
The ability to recover any data, at any time, at a minimal cost and with no disruption to the business, requires planning, expertise and continual monitoring. It is service, not technology, that ensures reliable, cost-effective backup.
Fundamentally, BaaS is made up of management and technical processes, undertaken on your behalf by our technical team. Here are those processes.
Service management details
There are two components to the excellence of our support: we employ experts and we make them fully available to our customers.
Technical support from Databarracks is 24/7/365 as standard, delivered via our Freephone line. All support is performed by engineers in the UK, who monitor the service and provide proactive support via email or phone, in addition to automated alerts. Databarracks is certificated to ISO 27001 and ISO 9001.
Backup set design
The way you back up your data matters. Scheduling, retention and deletion all have an impact on your IT environment and the ability of your organisation to recover from disaster cost effectively and non-disruptively.
Our technicians design a plan tailored to your unique needs.
How and when individual backup sets run
Generational and time-based retention
How long to hold deleted data
BaaS is completely transparent. We monitor your backups every day and report on the completion, status and health of your backup sets. We detail any errors per individual backup set and proactively resolve any individual issues.
Monthly technical review
Every month, we’ll check in to ensure BaaS is growing and changing with your organisation, and not in spite of it.
- Overall Service Level achievement
- Total number of backup incidents and problems
- Total number of service change requests
We’ll also track storage growth across individual backup tiers, both as a percentage of your overall data size, and on a more granular basis over the previous quarter and 12 month period.
At any time, our technicians can analyse your backup volumes and deliver actionable intelligence from the results. Ranking, for instance, the top ten servers and backup sets by size (according to stored, protected or total number of files) is as easy as asking.
This granularity enables us to manage your costs and always ensure the correct data is being protected.
We ensure that any changes to the backup environment are approved and logged properly.
All Incidents, Service Requests and Changes will be verbally confirmed with pre-approved authenticators before execution, and logged with our service desk upon completion.
This includes but is not limited to:
- Changing the scope of a backup job
- Changing retention policies, BLM policies etc
- Requesting a restore invoking disaster recovery or requesting a DR test
- Firewall changes or changes to network architecture including bandwidth
- Any type of information about configurations and setup
- Raising any kind of incident, issue or change with the service that requires technical investigation
- Modifying the list of authenticators
Robust change management is the hallmark of a reliable and accountable backup service. It’s a guarantee of commitment to checks and balances that keep the service functional, secure and transparent.
This works both ways. Databarracks adheres to its own ITIL-aligned Change Management process, but we also strive to observe and align with our clients’ Change Control policies at the points of interface with our services.
Understanding key elements of your Change Control policy helps us to fully integrate with your processes and procedures. Some common examples are:
- Factoring in any extra lead time required for changes we make to pass through your internal change control processes, such as deploying backup software to your servers
- Fulfilling any visitation prerequisites for sensitive locations, such as your comms room or data centre. This might include a copy of our Risk Assessment Method Statements, or providing personal information for site security registration