When you'll hear from us

  • We take security seriously at Databarracks. After all, you’ve trusted us to look after your data. We comply with ISO 27001, an internationally recognised standard in Information Security Management. This means we have to authenticate all tickets (Incidents and Requests) that you raise with our Service Desk.

    How it works
    • You designate a number of people in your team to be authenticators (and let us know who they are).
    • Authentication happens when, upon receiving a ticket, our service team phones one of these people.
    • We explain what the request is, and they give verbal confirmation that it’s a legitimate request from your company.
    • We can then start fixing your problem.

    We can’t proceed with any request or Incident investigation until it’s been authenticated.

    It’s very important we have multiple points of contact in your company and that your authenticators’ contact details are up to date. Please tell us when authenticators leave or are no longer the right person to authenticate tickets.

    Authentication is only needed for human interactions, including email. We handle responses to automated monitoring and alerts without needing Authentication.

  • As part of our engagement with you, we set up a list of authenticators.

    We can only authenticate via telephone, calling these individuals on a number you have pre-registered with us. Only registered authenticators, or the individual who signed your service contract with Databarracks, can authorise changes to the list.

    Authenticators will be called to authenticate all Incidents, Service Requests and Changes logged with our Service Desk. Such requests will include:

    • Changing the scope of a backup or replication job
    • Changing retention, archiving and deletion policies
    • Requesting a restore
    • Invoking Disaster Recovery or requesting a DR test
    • Adding, removing, changing VMs/Instances or their resource allocations
    • Requesting firewall changes or changes to network architecture including bandwidth
    • Requesting changes to portal users, Exchange accounts, security groups and permissions etc.
    • Requesting any type of information about configurations and set-up
    • Raising any kind of Incident, issue or change with the service that requires technical investigation
    • Modifying the list of authenticators

    We recommend a minimum of three authenticators and preferably include mobile numbers as well. You never know when you might need to contact us in an emergency, and we will have to get hold of an authenticator before we can proceed with the ticket.

  • We may send you an SMS if we need to alert you of a major service-affecting problem.

    Please don’t try calling or replying to this number as it’s one-way only. If you’d rather we didn’t send you important service alerts via SMS you can unsubscribe at any time. Just send an SMS with the word ‘STOP’ to our SMS number. Normal network rates apply.

  • Customers will be informed at least 30 days in advance of a change to this online documentation.