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Azure Site Recovery Service Definition PDF

Vigilant.IT provides managed Azure Site Recovery services to ensure business continuity for clients. Key activities include monitoring protected servers, conducting biannual failover tests, and supporting incident resolution. The service replicates workloads between primary and secondary sites using Azure. Vigilant.IT supports replication features while the client is responsible for licensing and meeting infrastructure prerequisites. The service level agreement guarantees 99.9% uptime and the service definition outlines responsibilities, change management, and exceptions.

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ajilani2014
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124 views

Azure Site Recovery Service Definition PDF

Vigilant.IT provides managed Azure Site Recovery services to ensure business continuity for clients. Key activities include monitoring protected servers, conducting biannual failover tests, and supporting incident resolution. The service replicates workloads between primary and secondary sites using Azure. Vigilant.IT supports replication features while the client is responsible for licensing and meeting infrastructure prerequisites. The service level agreement guarantees 99.9% uptime and the service definition outlines responsibilities, change management, and exceptions.

Uploaded by

ajilani2014
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Your expert infrastructure partner

Azure Site Recovery


Service Definition

Document Version: 1.11, last updated 8th July 2019


Commercial Owner: Business Development Director, [email protected]
Customer Service Manager: Support, [email protected]
Service Owner: Azure Lead, [email protected]

Confidentiality
The information embodied in this document, including all attachments, are strictly confidential and are supplied on the
understanding that they will be held confidentially. No part may be reproduced, disclosed, used or distributed to third
parties without the prior written consent of Vigilant.IT.
Azure Site Recovery - Service Definition

Azure Site Recovery Service Definition


The following service definition is an addendum to the Vigilant.IT Managed Services Agreement
(MGSA) and defines the service that will be delivered to the client.
Description
“Azure Site Recovery (ASR) is a cloud-based service that helps ensure business continuity by keeping
business apps and workloads running during outages. ASR replicates workloads running on physical
and virtual machines (VMs) from a primary site to a secondary location, such as Microsoft Azure or a
secondary datacentre. When an outage occurs at your primary site, you fail over to your secondary
location, and access apps from there. After the primary location is running again, you can fail back to
it.”
More information can be found here.
Activities
Following are the activities that will be performed by Vigilant.IT as part of the managed service.
• Monitoring – regularly review the status of protected servers and raise an incident where
remediation is required.
• Test failover – test the failover of each protected instance every 6 months.
• Support – resolve incidents, service requests and change requests as per the Support section
in the Managed Services Agreement (MGSA).
Features
Vigilant.IT supports the following Azure Site Recovery features.

Category Subcategory Feature


Azure Site Recovery Replication Replication

Service Level Agreement


The service level agreement (SLA) for this service is 99.9%.
Any service credits resulting from the breach of this SLA will be issued subject to the Vigilant.IT
Managed Services Agreement (MGSA).
Reporting
The following information will be reported on for this service:
• Generic
o Support tickets (monthly).
o Critical incident report (within 5 business days of closure of a Sev 1 incident for this
service).
• Azure Site Recovery specific:
o None.
Prerequisites
• Licensing – the client owns active Azure Site Recovery licenses for all servers in scope as well
as appropriate Azure storage to store the replicated servers.
• Stable service – prior to service handover, Vigilant.IT will review the Azure Site Recovery
environment to ensure there are no high impact issues related to this service. If this is not
the case, a separate Statement of Work will be required to remediate these issues.

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Azure Site Recovery - Service Definition

• Supported servers – the servers to be protected must meet Microsoft’s ASR “supported
machine” requirements as documented here.
Client Responsibilities
• Support – the client is responsible for raising support requests when needed and actioning
any subsequent instructions provided by Vigilant.IT staff.
• Training – the client is responsible for teaching their staff how to use the features of this
service. If this is not possible, Vigilant.IT can connect the client with appropriate training
providers.
Out of Scope
The following items are out of scope for this Service Definition:
• Application testing – during the test recovery process, only basic testing of the server will be
done to ensure it is functioning correctly eg network ping, no unusual errors in the event log.
No other application testing will be done. If the client needs this level of testing, contact the
Service Delivery Manager.
Assumptions
• No administrator access – the client agrees not to provide administrator accounts to any of
its staff or 3rd party companies except Vigilant.IT.
Change Management
All changes to this Service Definition must go through change management. The table below will act
as the change management log for this Service Definition.
Client Initiated Changes
If the client wishes to request an exception to this Service Definition, they must contact the Service
Delivery Manager.
Vigilant.IT Initiated Changes
If Vigilant.IT make any major changes to this Service Definition, they will communicate it to the client
via the Service Delivery Manager within 60 days of the change. If the client wishes to request an
exception to the change, they need to raise a change request within 30 days of being informed of
the changes, and Vigilant.IT will review it. If Vigilant.IT decide to continue with the change, the client
can cancel the service, in which case Vigilant.IT will provide the service for 60 days under the old
Service Definition to give the client time to make other arrangements.
Change Management Log
The following table captures any changes to this Service Definition.

Version Date Description


1.0 06/03/19 First external release.
Moved to standard Service Definitions (SD) with exceptions defined
1.1 01/06/19
in the client’s Managed Services Schedule (MGSS).
Changed minor wording in Reporting section (generic), Out of Scope
1.11 08/07/19
(app testing), and Change Management (VIT changes).

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