The Backup and Recovery service backs up application and end-user data and restores data due to loss or corruption.
Backup and Recovery – Standard
• One backup per 24-hour period.
• Data is retained for a maximum of 30 days. If a longer retention period is required, see Backup and Recovery – Custom.
• Backup data is replicated off-site.
Backup and Recovery – Custom
• Includes everything contained in Backup and Recovery – Standard, plus any additional direct hardware and/or software costs incurred to meet the customer’s unique requirements.
• Support for system backups that are more frequent than once per 24 hours or support for a system snapshot (i.e., a backup of an entire system at a particular point in time) are examples of Custom Backup requirements.
- Key Features and Benefits
- All services are delivered in compliance with the State of South Carolina's information security policies, as presented in SCDIS-200.
- A request for file or system restoration must be made through the DTO Service Desk.
- Requests for longer than 30 days of retention will be reviewed case-by-case.
- Backup window is 6:00 p.m. to 6:00 a.m.
- OTIS can accommodate litigation holds, which may require data retention longer than 30 days. The customer shall communicate such requirements and OTIS will modify the retention period for the affected data as needed. Additional charges may apply based on the affected data and required retention period.
- Management of scheduled backups – Ensures data is successfully retained, stored and available for recovery.
- Recovery of lost files – Data is backed up on a schedule.
- Backed-up applications and data are stored at two sites, primary and disaster recovery, for data protection efforts.
- The backup systems utilizes immutable backups that provide a reliable way to recover data in the event of ransomware attacks, natural disasters or other cyberthreats that could corrupt or delete data.
- Physical Security & Facilities
- Host all managed firewall technologies in the State Data Center, which has appropriate physical and environmental security controls such as biometric access control, internal and external security camera coverage, 24x7x365 armed uniformed officer, conditioned UPS power, emergency power, fire detection and suppression and temperature control.
- Management and monitoring of physical security to the data center.
- Management and monitoring of the data center environment (e.g., racks, power and cooling).
- Management of emergency response for man-made and natural disasters.
- Redundant electrical power and cooling infrastructure is provided.
- Hardware
- Backup hardware technologies and associated connectivity components required for backups (e.g., Dell Avamar and Data Domain, SAN Disk Controllers, SAN Disk Arrays, VTLs, etc.)
- Software
Backup software management tools and technologies as required (e.g., backup software management tools, backup software client agents, etc.).
- Installation and Configuration
- Installation and configuration of supported client storage software versions on OTIS-approved and supported physical and virtual servers at the State Data Center.
- Support and Administration
- Incident resolution through the Division of Technology Operations (DTO) Service Desk.
- Monitoring and alerting via email on all supported backup platforms (e.g., failed backup jobs, etc.).
- Monitoring of the backup infrastructure to ensure availability and functionality.
- Replication of backup data off-site.
- OTIS will email a daily backup status report of customer backups upon request. The report will highlight risk areas such as missed or partial backups.
- Planned maintenance (e.g., firmware updates) occurs during backup system weekday non-production hours (10:00 am to 4:00 pm) and adheres to the enterprise change management process. Customer will have a dedicated resource to coordinate restoration of service after maintenance unless otherwise notified.
- Backup and Recovery Custom
- Everything listed above, plus any additional hardware and/or software costs incurred by OTIS to support customer requirements that are beyond the standard service. Actual hardware/software costs incurred by OTIS will be charged to the customer on a pass-through basis.
- Exclusions
Data replication for business continuity is not a component of this product offering.
- Prerequisites
- Required service(s) for eligible customers:
- MetroNet
- Managed Server or Virtual Colocation (if available)
- Enterprise Storage
- Required service(s) for eligible customers:
OTIS and Customer Responsibilities
| Responsibilities | OTIS | Customer |
|---|---|---|
| Monitor the backup infrastructure to assure availability and functionality. | Image
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| Maintain the backup infrastructure on supported software and hardware. | Image
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| Notify customers and schedule an appropriate time when backup system maintenance is required (outside of planned maintenance windows). | Image
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| Provide support and assistance with backup problem resolution. | Image
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| Assure compliance with all backup requirements. | Image
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| Provide off-site storage of backup data. | Image
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Notify the customer when the backup client software must be upgraded. | Image
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| Provide the contact person, phone number and an email address to OTIS for correspondents regarding backup infrastructure issues. | Image
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| Notify OTIS of any federal, state or county compliance requirements. Customer shall attach relevant documentation identifying the deficiency and the requirement for compliance. The document will be kept on file for audit disclosure and a record authorizing the compliance or change. | Image
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| Work with customer to meet their specific compliance requirements. | Image
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| Provide at least one week for backup schedule modifications (add, change or delete) or the removal of any client machine from this service. | Image
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| Client-maintained (virtual colocation or physical hosted) server operating system software upgrades should be performed in a timely manner to ensure software support and license compliance with the backup infrastructure. | Image
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| Monitor backup reports and client logs daily for missed/partial backups. | Image
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| Provide tools and procedures to address any corruption that may result from the backing up or restoring of files that were open during a backup. | Image
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| Publish backup schedules. | Image
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| Identify backup requirements. | Image
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| Publish standard data retention periods. | Image
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| Identify retention requirements. | Image
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| Manage off-site backup infrastructure and on-site backup infrastructure. | Image
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| Service Level Name | Description | Target Service Level |
|---|---|---|
| Incident Response – Severity 1 and 2 | Means the percentage of time it took for a Severity Level 1 and Level 2 Incidents to be acknowledged and worked by OTIS within the applicable timeframes in the Service Level Definition. | 99.00% |
| Incident Response – Severity 3 and 4 | Means the percentage of time it took for a Severity Level 3 and Level 4 Incidents to be acknowledged and worked by OTIS within the applicable timeframes in the Service Level Definition. | 95.00% |
| Service Request Fulfillment Timeliness | Means the percentage of time OTIS successfully completes “Service Requests” (defined as requests that are not automated self-provisioned or that do not require solution proposal development; examples of such requests include provisioning ID access, password resets, Service Catalog requests, IMACDs) within the applicable timeframes. | 96.00% |
Service Rates
| Resource Unit | Monthly Rate |
|---|---|
| Server, Backup | $0.35 |
Service Contacts
To report issues related to this service, customers should contact the Division of Technology Operations (DTO) Service Desk (servicedesk@admin.sc.gov).
For additional information on this service customers should contact their Agency Relationship Management (ARM) representative or the Program Management Office (pmo@admin.sc.gov).
Estimate Initial Service Delivery Time
Within 10 business days for onboarding new a Managed Server customer (following approval of the Request for Solution (RFS) and independent of other services). Quantity of new servers requested may extend initial service delivery time.
Within 5 business days for existing Managed Server customer (following approval of the Request for Solution (RFS) and independent of other services). Quantity of new servers requested may extend initial service delivery time.
| Customer Entity Type | Eligible |
|---|---|
| State Agencies | Yes |
| Local Government Entity including Municipality and County | No |
| Higher Education | Yes |
How To Order
Customers should contact their Agency Relationship Management (ARM) representative or the Program Management Office (pmo@admin.sc.gov) to acquire these services.
