This document sets out the practices common to all of our backup services, including how backups are protected, monitored, restored and supported. It should be read alongside the service definition for the specific backup service in question, which sets out what is backed up, how often, and for how long it is retained.
Every backup service we provide is built on the same principle: backup data must be independent of the systems it protects. Backups are held on a dedicated platform, separate from the production environment, so that a failure, compromise or accidental deletion affecting live systems does not also remove the ability to recover from it.
That platform is monitored and managed by our in-house team rather than the customer. Backups are encrypted, protected against modification, monitored on an ongoing basis, and tested during on-boarding - so that recovery is a routine, proven operation rather than an untested assumption.
Our Service team monitors the backup platform during weekdays, identifying any failed jobs and investigating these to help ensure the next backup run is successful. Where an issue persists, this is escalated to our vendor for further investigation.
If backups fail on multiple, consecutive occasions, our team will contact the customer with updates while this is investigated.
Data is protected using AES-256 encryption, both in transit and at rest.
Each of our services provides more than one option for data restoration. In all cases we are able to:
Restore data directly to the location it was originally stored within
Restore data into an alternative location
Export data into standard file formats as required
The specific restore targets available differ between services and are set out in the relevant service definition. Restores are performed by our team on request through the service desk.
Data cannot be exported from our backup platforms for ingestion into another system. If a customer is transitioning to another supplier, the backups will need to be retained with Armstrong Bell until no longer required, or the customer can start a new schedule with a new platform.
Customers can raise queries directly with our dedicated support team for assistance. Typically this would be to undertake the restoration of data or to take an additional backup prior to scheduled work being undertaken.
Service coverage is provided in line with the customer's existing Managed IT Service support contract.
Our team receive alerts for a variety of events relating to the platform, including:
Backup job failure
Planned maintenance
Degraded service due to issues arising
Critical incidents or major outages
When one of these is received, it is initially reviewed for impact, and if appropriate, communications will be sent to customers.
Our team works closely with our preferred partners for backup services, with the ability to escalate incidents where required. All initial analysis and investigation is conducted internally, and specific platform or technical queries are then logged with the vendor; there is no additional cost to the customer, and our team will fully manage this process throughout.
Where a new feature is introduced to the platform that would benefit a customer, the required changes are reviewed by our team to ensure they are suitable for implementation. If the change requires disruption to service, or an adjustment to core components that may alter existing functionality, this will be communicated to the customer and a route forward agreed.
For any additional functionality requiring considerable work and/or integration, these items will be scoped and discussed independently with the customer.