Managed Services for Infrastructure as a Service (IaaS) or Platform as a Service (PaaS)

5. Annex E - BACKUP/ RESTORE

5.1 Backup

Each virtual machine (including VMs that run application as well as databases) covered by the Managed Services Team is configured to backup daily at 4 AM UTC. The retention period of this backup is 60 days, the backup made each Sunday at 4 AM UTC and has a retention period of 15 weeks, and the backup performed on the first Sunday of the month at 4 AM UTC and has a retention period of 6 Months.

Each web app covered by the Managed Services Team is configured to back up every three days at 4AM UTC. The retention period of this backup is 30 days, but this is customizable based on request.

For Azure SQL databases covered by the Managed Services Team, full database backups happen daily, differential database backups generally happen every few hours, and transaction log backups generally happen every 5 - 10 minutes. The exact timing of all database backups is determined by the SQL Database service as it balances the overall system workload. Each backup has a retention period of 35 Days.

Currently all backups are kept in the Azure Geo Redundant Storage (GRS) which would allow if one geography goes down, a manual recovery in another geography as long as any other geography is still active.

5.2 Restore

If an issue arises where the Managed Services Team deems a rollback to be the proper action to be taken in order to restore the expected functionality of the Sitecore Application, Managed Services Team will reach out to Customer for approval via phone or email provided during the Onboarding Phase.

Rollback to an earlier backup snapshot will possibly involve DNS, Internal and Public IP reconfiguration. Estimate time of resolution will be within 2 hours after Customer approval and as long as all responsible parties are available (both Customer and Managed Services Team).

To restore the whole environment into another geography, the estimated time is up to 8 hours.