Data Protection Manged Services
Gold Support
- 24x7 support access, 2 hour response time
- Daily monitoring of backup success/failure
- Ownership of backup schedule/retention creation, modification and management
- Notification to customer of failure with problem determination
- Resolution of Failure
- Recovery procedure documentation
- Execution of Recovery for DR test, remotely
- Unlimited restore request
- Unlimited configuration support
- Customer change management support
- Monthly fee per protected system
- Additional support provided at hourly services rate
Silver Support
- 8x5x5 support access, 4 hour response time
- Daily monitoring of backup success/failure
- Assistance with backup schedule/retention creation, modification and management
- Notification to customer of failure with problem determination
- Assistance of Recovery for DR test, remotely
- Limited restore request
- Limited configuration support
- Monthly fee per protected system
- Limited number of monthly support hours
- Additional support provided at hourly services rate
Bronze Support
- 8x5x5 support access, 6 hour response time
- Daily monitoring of backup success/failure
- Notification to customer of failure
- Monthly fee per protected system
- All support provided at hourly services rate