Backup & Recovery (Managed)

Summary. Backups you can actually restore—tested, monitored, and reported. We own the job health, retention checks, and monthly restore tests.

Who it's for. SMEs that need predictable backup success and verified restore capability across servers, M365, and critical systems.

Business Outcomes

Scope	Description
Core Inclusions	Backup job monitoring & remediation Monthly sample restore test and retention verification Immutable/offline copy (where platform supports) and encryption at rest & in transit Scope: servers, M365 (Exchange/SharePoint/OneDrive/Teams), and critical apps as agreed RPO/RTO tracking and exceptions log
Optional Add‑Ons	After-hours/on-call for P1 incidents Server care and firewall device care (per device, see Annex) Cloud backup storage/licensing (pass-through)

Note: timelines depend on size and current tooling.

Phase	Activities	Deliverables	Indicative Duration
01 — Baseline	Assessment, inventory, policy review Target RPO/RTO agreed	Onboarding plan, first restore test Onboarding plan First sampled restore test with evidence Initial RPO/RTO targets recorded	0.5–1 week
02 — Stabilise	Alerting & runbooks in place Exceptions tracking	Steady job success & reporting Steady job success with alerting Exceptions register (owner+expiry) Runbook	1–2 weeks
03 — Operate	Monthly reporting & restore tests	Monthly KPI report (jobs/RPO/RTO/restore tests) + next-month actions	Ongoing

Plan	Coverage	Response / Restore	Governance
Bronze	Business hours (Mon–Fri 08:00–17:00 NZT, except Public Holidays)	P1: 2h / NBD • P2: 4h / 2BD	Monthly summary
Silver	Extended hours (Mon–Fri 07:00–19:00 NZT, except Public Holidays)	P1: 1h / Same day • P2: 2h / NBD	Weekly check‑in • Exceptions log
Gold	Business + after‑hours (24×7 P1 only)	P1: 30m / ASAP • P2: 1h / Same day	Exec summary • CAB-ready notes

For pricing, terms and conditions see the Pricing Annex.

Backup job success rate ≥ 98% (monthly), with failed jobs remediated within SLA
Restore tests: ≥ 1 sampled restore/month (per site or workload tier) with documented evidence
RPO/RTO achieved per tier; retention verified and drift addressed

Admin or delegated access for setup and policy verification
Tooling in place (or agreeable to deploy)
Maintenance windows agreed
Sufficient bandwidth/egress for off-site copy (if applicable)” and “DNS/firewall allow-listing for backup targets

Silent failures: 24×7 monitoring with on-call (Gold) and weekly exception review
Ransomware impact: immutable/offline copy; least-privilege backup credentials; restore drills
Retention drift/cost: monthly retention verification; storage trend reporting and right-sizing

Prefer to stabilise first? Run a short pilot to establish a clean baseline; then roll into this managed service.