Service Name
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Backup/Restore Management
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| Description |
This service includes all infrastructure data, systems and applications used to support IT development and production services.
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Service Line
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Server Administration
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| Features |
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Process requests for backup services by translating backup and restore requirements to operational solutions that provide needed backup and restore operations.
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Plan, design, build, implement, test and manage backup and restore procedures per requested requirements.
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Build and maintain run books describing backup and restore procedures.
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Design, build, test and maintain backup and restore scripts and processes.
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Perform backups per identified schedules.
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Execute backup activities, scripts and processes.
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Execute restore activities, scripts and processes when requested.
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Monitor and report backup / restore progress.
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Monitor backups to ensure completeness and accuracy.
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Maintain report logs of backups taken and backup success status.
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Cycle backups per established policies.
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Maintain media rotation cycles for backups.
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| Service Administrator (owner) |
Russell Ensley
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| VP Customer |
Provost |
| Availability |
- Backups are scheduled as described in the ITS Records Management policy.
- Additional data backups and restores are performed upon request during regular business hours M - F 8:30 am - 5 pm, except holidays and scheduled outages.
- Emergency data restores may be performed upon request as part of business continuity / disaster recovery processes.
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| Support |
- Support is provided 8:30 am - 5:00 pm M - F except for campus holidays and shutdowns
- Trouble calls to Help Desk 864-294-3277 or email help.desk@furman.edu.
- Support outside normal work hours is routed through Public Safety 864-294-2111.
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| Initiated |
- Approved Work Requests
- Escalated Incidents or Problems from the Help Desk
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| Charges |
None
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Delivery channels
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- Satisfied Work Requests
- Consulting and Support
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| Prerequisites |
Functioning Internet connection either on campus or the Asheville Disaster Recovery site.
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| Key Service Targets |
- Number of recovery requests
- 99% of backups performed according to schedule
- Successful annual test of restore of systems within the scope of the financial audits
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