Managed Support & Helpdesk (1st & 2nd Line) - Backup & Recovery (per protected device/workload, per month) - Initial Term

Prerequisites

·         Acronis backup licence for each protected device or workload.

·         Supported Windows device, server or workload.

·         Supported manufacturer hardware where hardware is involved.

·         Reliable internet connectivity.

·         Sufficient storage allocation for backups, cloud or local as agreed.

·         Administrative access to install backup agents.

·         Device must be in vendor support and less than 5 years old where hardware is involved.

·         Hardware should be covered by a valid manufacturer warranty.

Setup

·         Setup and configuration of Acronis management console.

·         Deployment of Acronis backup agent.

·         Configuration of backup policies including frequency, retention and scope.

·         Configuration of backup storage location such as cloud, local or hybrid.

·         Encryption and security policy configuration.

·         Initial full backup scheduling and validation.

·         Integration with monitoring and alerting systems.

·         Documentation of backup configuration and recovery procedures.

Maintenance

·         Ongoing monitoring of backup status and job success.

·         Backup error detection and remediation.

·         Regular verification of backup integrity.

·         Management of backup retention and storage usage.

·         Policy compliance monitoring and optimisation.

·         Updates to backup agents and platform.

·         Performance monitoring and optimisation of backup jobs.

·         Routine test restores where included in the service tier.

·         Reporting on backup health and coverage.

Support

·         Investigation and resolution of backup failures.

·         File, folder and full system restore requests.

·         Disaster recovery support including rebuild and restore.

·         Assistance with ransomware recovery scenarios.

·         Backup reconfiguration following system changes.

·         Escalation to Acronis support where required.

·         User guidance on restore requests and recovery options.