Overview
Our Assurance Offering provides customers with proactive monitoring and immediate access to knowledgeable support and R&D personnel to ensure recovery tools and backups function effectively when the worst happens.
Benefits
- Zero Hour Outage Guidance: Immediate support and guidance during outages to minimize downtime and mitigate impact.
- Proactive Monitoring: Continuous monitoring of Guardian Forest Recovery backup jobs to confirm recovery readiness.
- Failure Notifications: Our support team notifies you of any backup job failures, ensuring issues are caught promptly.
SLA
- Global Standard Support: Available Based on Support Tier
- Disaster SLA: 24/7 availability with a 1-hour response time for Severity 1 Production Active Directory recovery scenarios.
- Coverage: Applies to Severity 1 incidents impacting the operation of Cayosoft Software features for full AD Forest Recoveries only. Initial troubleshooting of directory issues should be directed to Microsoft support to determine if Full Forest Recovery is necessary. Other issues should be handled through standard support.
Assumptions
- The Disaster SLA does not cover:
- Product or network configuration
- Implementation recommendations
- Product features unrelated to Forest Recovery, such as setup, configuration, change rollback, and domain controller recovery.
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