Backup as a Service RACI Matrix

  • Backup Components

    Different backup products vary in how they are deployed and how they backup the Data from the Customer Environment. This may include agent-based and agentless methods, and management servers and proxies. The term Backup Components is used generically to refer to any component of the Backup Software that is installed within the Customer Environment.

    Backup Software

    Means the software product(s) supplied and managed by Databarracks to perform the backup and restoration of the Customer’s Data. Please refer to the service contract for details of the specific product(s) that Databarracks has agreed to supply and manage.

    Customer Environment

    Means the server infrastructure and cloud services owned or leased or purchased on a consumption-based model by the customer to host or provide the Customer’s IT services. This may include physical infrastructure, virtual infrastructure, SaaS, PaaS and IaaS services.

    Data

    Means any data and/or information included as part of the Customer’s use of the Customer Environment, including any data and/or information derived from such information.

    Equipment

    Means equipment that Databarracks provides to the Customer as part of the Services.

    Storage Provider

    Means a provider of Data storage services that will be used as a Storage Target as part of the backup service. The Storage Provider may include but not be limited to such providers as Amazon Web Services, Databarracks, Google and Microsoft.

    Storage Target

    Means any storage endpoint where the Customer’s backed-up Data will be stored as part of the backup service.

  • Applicability

    This RACI is applicable to all Backup Software products offered by Databarracks as part of a fully-managed Backup as a Service offering. This RACI is not applicable where the Customer has only purchased licensing or a bespoke, non-fully-managed service.This RACI is applicable to all Storage Targets consumed as part of a fully managed Backup as a Service offering from Databarracks. Please refer to the particulars of the Cloud Service Provider’s offerings for details of the SLAs of the storage provided. Please refer to your service contract with Databarracks for details of the Storage Target(s) to be consumed in providing this service.

    LetterMeaningDescription
    RResponsibleThose who do the work to achieve the task.
    AAccountableThose who are ultimately accountable for the correct and thorough completion of the deliverable or task, and the one to whom Responsible is accountable.
    CConsultedThose whose opinions are sought; and with whom there is two-way communication.
    IInformedThose who are kept up-to-date on progress, often only on completion of the task or deliverable; and with whom there is just one-way communication.
  • Service DescriptionRACI
    Design of service for end customerDatabarracksDatabarracksCustomer
    Shipping of Databarracks-supplied
    hardware (if any) to customer    		DatabarracksDatabarracksCustomer
    Installation and connection of
    Databarracks-supplied hardware (if any)    		CustomerCustomerDatabarracks
    Provision and configure
    Storage Target / storage account    		DatabarracksDatabarracksCustomer
    Initial set-up of Backup Software on
    Customer Environment including
    deployment of Backup Components    		Databarracks
    & Customer    		Customer
    Configuration of Backup Software to
    connect to customer’s cloud data
    sources to be backed up (e.g. Office365)    		Databarracks
    & Customer    		Customer
    Initial set-up of backup jobs including
    retentions and storage policies    		DatabarracksDatabarracksCustomer
    Initial representative test restoresDatabarracksDatabarracksCustomer
  • Service DescriptionRACI
    Provide hardware warranty for any
    Databarracks supplied hardware in accordance with maintenance option selected by customer at time of purchase    		DatabarracksDatabarracksCustomer
    Maintain the Databarracks-supplied server hardware, Backup Software and
    configuration to the appropriate levels required to meet the agreed service levels    		DatabarracksDatabarracksCustomer
    Provide physical handling of customer
    premises hardware including such tasks as: racking, cabling, replacing spares such as PSUs and disks (spares supplied by Databarracks), packaging hardware for return/replacement including return at end of contract    		Customer
    (unless
    otherwise
    agreed with
    Databarracks
    on a case-bycase
    basis)    		Customer
    (unless
    otherwise
    agreed with
    Databarracks
    on a case-bycase
    basis)    		Databarracks
    Provide adequate rack space, power,
    cooling, network connectivity for Databarracks-supplied hardware    		CustomerCustomerDatabarracks
    Installation and maintenance of Anti-Virus software by Databarracks on the Databarracks supplied hardwareDatabarracksDatabarracksCustomer
    Installation and maintenance of Anti-Virus software by the Customer on the Databarracks supplied hardwareCustomerCustomerDatabarracks
  • Service DescriptionRACI
    Inform Databarracks of planned upgrades or installations of new Operating System and/or applications to ensure Backup Software compatibility as per support matrix.CustomerCustomerDatabarracks
    Inform Databarracks of service affecting incidentsCustomerCustomerDatabarracks
    Supply Backup Software updatesDatabarracksDatabarracksCustomer
    Install Backup Software and Component updatesCustomer
    (Databarracks
    can assist if
    needed)    		Customer
  • Service DescriptionRACI
    Monitor backup status and health, storage capacity, and report on any issuesDatabarracksDatabarracksCustomer
    Assist with resolution of any backup related issuesDatabarracksDatabarracksCustomer
    Provide and support self-service portal to for the Backup Software to the extent that the Backup Software or bespoke or 3rd party portals supplied by Databarracks provide this functionalityDatabarracksDatabarracksCustomer
    Grant Databarracks remote access as per agreed access  methods to support and maintain the service for the CustomerCustomerCustomerDatabarracks
    Definition of backup job scope, retention requirements and storage policiesCustomerCustomerDatabarracks
    Configuration of backup jobs, including retentions and storage policiesDatabarracksDatabarracksCustomer
    Provide adequate information to
    Databarracks for the purposes of performing timely assisted restores when requested: sets to restore, restore target, versions/dates.    		CustomerCustomerDatabarracks
    Perform assisted restores of data for non test purposesDatabarracksDatabarracksCustomer
    Advise Databarracks on organisational requirements for test restores so these can be agreed and scheduledCustomerCustomerDatabarracks
    Perform test restores of a representative sample of data not exceeding 25% of total customer data volume per calendar yearDatabarracksDatabarracksCustomer
    Provide adequate notice of intent to perform test restores or data migrations using the Backup SoftwareCustomerCustomerDatabarracks
    Manage Storage Target including
    maintaining a secure configuration in line with generally accepted good practice for the secure use of provider’s Storage
    Service    		DatabarracksDatabarracksCustomer
    Move data to alternate storage tier, alternate backup architectures and
    alternate Storage Target    		Databarracks
    (subject to
    customer
    review and
    approval of
    applicable
    costs)    		Databarracks
    (subject to
    customer
    review and
    approval of
    applicable
    costs)    		Customer
  • Service DescriptionRACI
    Resolution of issues identified with the
    storage resources    		DatabarracksDatabarracksCustomer
    Resolution of issues identified with the
    Backup Software    		DatabarracksDatabarracksCustomer
    Resolution of issues identified with
    Customer WAN connectivity    		CustomerCustomerDatabarracks
    Resolution of issues identified with the
    Customer’s equipment    		CustomerCustomerDatabarracks
    Resolution of issues identified with the
    Databarracks-supplied hardware    		DatabarracksDatabarracksCustomer
  • Service DescriptionRACI
    Resolution of issues identified with the
    storage resources    		DatabarracksDatabarracksCustomer
    Resolution of issues identified with the
    Backup Software    		DatabarracksDatabarracksCustomer
    Resolution of issues identified with
    Customer WAN connectivity    		CustomerCustomerDatabarracks
    Resolution of issues identified with the
    Customer’s equipment    		CustomerCustomerDatabarracks
    Resolution of issues identified with the
    Databarracks-supplied hardware    		DatabarracksDatabarracksCustomer

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