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Questions to ask your backup provider
Thinking of outsourcing data backup?
Before you make your decision - 18 revealing questions to ask your backup service provider:
1. How long has the provider been in business?
For those without experience of the business, the backup services industry is frequently perceived as ‘easy money’. But for a company to make money in this business, and therefore have a hope of survival, they must first generate a high level of custom.
Companies that under capitalise on effort, cut costs through lack of security, or charge unsustainable fees will have you looking for a new provider within 12 to 18 months. Do you need the hassle?
DataFort study:
Since 2001, there have been over 400 individual companies advertising on Google as offsite backup providers. Within 18 months, 78% of these companies either move on to other businesses or close, as revealed on the Companies House website.
2. Where is your data stored?
Many companies purporting to be professional backup providers host backup servers within the confines of their own offices to cut costs. Enough said!
3. Are there multiple bandwidth providers servicing the data centre?
The integrity of the data storage facility is extremely important. Data centres are judged in a standard index of Tier I to Tier IV - Tier IV being a data centre suitable for the storage of financial grade data.
(See Wikipedia article on Data centres http://en.wikipedia.org/wiki/Data_center)
4. Does the backup software report on failed backups?
If it doesn’t, you’re destined for problems!
5. How is the failure report delivered?
If the information isn’t delivered in the daily backup report but remains hidden on the website, it’s useless.
6. Does the backup software delete your files without authorisation?
Many backup services use automatic file deletion to decrease costs, usually in the form of a built-in module that duplicates deletions made on the local computer.
7. What is the support process?
Is it limited? Is there an additional charge for telephone support? Is it even available in your time zone? Know what you’re entitled to before entering into the relationship.
8. Will backups stop if you exceed your price plan?
Some backup services will not allow backups if you exceed your current billing plan until you pay more for your account. Make sure you know the policy before you let yourself in for some nasty surprises.
9. Are there any costs other than the monthly subscription fee?
Recovery over the internet should be included, but are there additional charges for support for your account? Will recovery by USB disk cost you additional money? Know the answers to these questions before you sign a service agreement.
10. Does the company offer SLAs? Can you see a copy of the SLA before you sign?
Obviously if SLA is not forthcoming it will raise questions about the companies ability to meet your recovery needs.
11. If you’re backing up full email systems, are all the parts of the email systems stored in the backup?
Many companies say they will backup exchange server and other email systems for their customers. While it may be possible to backup the email part of an email system over an internet connection, they will not tell you that a large part of the email system actually remains unsecured. In the case of exchange server backup over the internet, the company will be able to back a ‘data store’ of a limited size, but will neglect to tell you that they do not and cannot backup the active directory as part of the process. Recovering an exchange server without the active directory being available is problematic and may or may not resolve into a successful outcome.
12. What are the company’s statistics on customer retention?
Any company that operates in a business-like fashion will know their customer retention statistics. Though some customers will leave a provider for purely legitimate reasons that have nothing to do with service performance, an unduly large attrition rate may indicate a problem that merits closer observation.
13. If the company lists testimonials on their website, can the provider of the testimonial be shown to actually exist?
The directors of a company that has been dissolved will generally not bother contesting a testimonial that is posted on the web after their closing - if indeed they even discover the reference. A good way to determine if testimonials are real is to see if an actual company and employee can be found that matches the references on the service provider’s website.
14. What is the support policy of the company?
American backup companies may be less expensive, but getting support may be problematic. If the company is located closer to home, do they use scripts and call centres or do they provide support services with engineers?
15. Does the company post full contact details?
Many offsite backup providers operate exclusively on the web without street level contact details.
16. Is the website a shell for web developers?
Because of the nature of their businesses, web developers can make businesses appear to be active with a minimum of effort. Performing a ‘who is’ search on a backup company will resolve any question as to who’s really running the business.
17. What is the recovery procedure if my data cannot be recovered in a timely fashion over the internet?
If the size of your backup exceeds 40Gb, recovery over the internet will be impractically time consuming.
18. Does the technology used during the backup process slow the time of recovery?
Certain backup software uses a technology called Delta Blocking or Bit Level Data Transfer to limit the amount of time it takes to complete the backup process every night. The problem with this technology becomes evident during the recovery process.
And finally...
Take advantage of the free trials that companies frequently offer. Do a test recovery, not only of a single file but a directory of a similar size to your local data machine. Many people forget that while it’s all well and good to backup data, it’s the quality of the actual recovery experience that determines the true value of the service.
For a free consultation or to find out more, contact DataFort today:
Phone: +44 (0) 1483 872-052
