Managed IT Services – Data Backup & Recovery

Comprehensive data backup and recovery services with local appliances, cloud replication, ransomware protection, and rapid disaster recovery capabilities.

Service Overview

Managed IT Services – Data Backup & Recovery provides a comprehensive, business-continuity-focused solution that combines local, image-based backups with secure, off-site replication in a fully accredited and certified data center. The goal is to safeguard critical servers and data from downtime events such as hardware failures, software corruption, and malicious threats like ransomware.

Technology Components

  • Network Device Monitoring
  • On-premises backup appliance (physical or virtual), hereafter “the Appliance”
  • Cloud-based replication to an enterprise-class, audited data center environment

Covered Systems & Backup Scope

Primary Targets: Physical or virtual servers designated for protection. Workstations may be added upon request.

Backup Standards (Default)

  • Retention: 1-year time-based retention
  • Frequency: 1 daily backup at 6:00 PM local time
  • Additional Frequencies: Clients requiring more frequent backups must request this in writing. The minimum supported backup interval is once every 10 minutes.

Appliance Model & Capacity: Determined by client’s environment size, data volume, and performance requirements.

Included Technology & Features

Local Backup Appliance

  • Hardened, on-premises device that stores image-based backups for rapid recovery
  • Built-in security measures to detect and protect against unauthorized data alterations

Off-Site Replication

  • Encrypted, secure transfers of backup images to a fully accredited and certified data center (e.g., ISO 27001, SOC 2 Type II)
  • Tiered replication architecture reduces risk of data loss from regional disasters

Chain-Free Incremental Backups

Ensures each snapshot is a complete recovery point, greatly reducing reliance on past backups.

Automated Verification & Ransomware Scanning

Regular testing confirms backups can successfully boot and checks for signs of ransomware or data corruption.

Instant Virtualization & Rapid Failover

Spin up critical workloads locally on the Appliance or in the cloud data center to minimize downtime.

Scope of Services

Implementation & Configuration

Appliance Deployment

  • Delivery and physical/virtual installation of the backup appliance
  • Network configuration (IP address, bandwidth throttling, etc.) as needed
  • Setup of backup agents on client servers or endpoints

Initial Seed Backup

  • Capture of a full baseline image for all in-scope servers
  • Verification that data is successfully replicated off-site

Ongoing Backup & Monitoring

Backup Frequency & Scheduling

  • Default: Daily backup at 6:00 PM local time, retained for 1 year
  • Clients requiring more frequent intervals (up to every 10 minutes) must submit a written request; changes to frequency or retention may affect storage usage and fees

Off-Site Replication

Encrypted data transfer and storage in the data center.

Verification & Alerting

Daily or scheduled verification tasks ensure each backup is valid and intact. Critical alerts for potential issues (ransomware, hardware errors, etc.) will be escalated to Vicinity’s support team.

Appliance Maintenance

Monitoring appliance health, performing firmware updates, and managing available backup storage.

Maintenance Windows

  • Default Backup Operations: Run seamlessly and typically do not require system downtime
  • Appliance Firmware & Software Updates: Scheduled outside of backup operations and do not impact normal business operations

Recovery & Disaster Assistance

Local Restores

  • File- or folder-level retrieval
  • Instant virtualization on the Appliance to restore services quickly on-site

Cloud Restores

For full-scale failures, systems can be virtualized in the off-site data center.

Bare Metal Recovery (BMR)

Rebuild a physical server from the latest clean image.

Emergency Support

  • During business hours: Remote DR assistance is included
  • After-hours or extended disaster support: May incur time-and-materials (T&M) charges unless otherwise specified in an extended coverage agreement

Service Exclusions

  • Major IT Projects & Transformations: Any large-scale initiatives, environment redesigns, or architectural changes are not covered. These require a separate project-based engagement.
  • Large-Scale Disaster Planning: Comprehensive DR drills, advanced continuity testing, or sophisticated scenario planning is separate from this scope.
  • Specialized Security Monitoring: Beyond basic threat scans (e.g., SOC, IDS/IPS, forensics).
  • Root Cause Analysis of ISP/Network Outages: While Vicinity assists with basic checks, resolving ISP issues or extensive network reconfiguration is not included.
  • Import of Legacy Archives: Migrating existing historical data from prior backup solutions unless agreed in writing.
  • Hardware Replacement Outside Warranty: Damages, lost/stolen units, or coverage beyond manufacturer’s standard warranty.
  • Specialized Hardware/Software: Support for proprietary or custom server solutions outside of industry-standard devices must be pre-approved and may incur extra fees.
  • Carrier & ISP Issues: Coordination with third-party internet service providers or telecom carriers beyond basic troubleshooting is not included, but Vicinity will provide reasonable assistance during business hours.
  • After-Hours Coverage: Support outside normal business hours is available at after-hours T&M rates.
  • Out-of-Scope Remediation: Complex security breaches, data recovery beyond routine backup scope, or disaster recovery efforts requiring project-level resources.

Data Center Compliance & Security

  • Certifications: The off-site data center maintains industry accreditations such as ISO 27001, SOC 2 Type II, and/or HIPAA/HITECH-aligned standards (as applicable).
  • Physical Controls: 24/7 guarded facilities, biometric access, and CCTV monitoring.
  • Encryption: All data is transmitted via secure channels and stored using AES-256 or equivalent encryption.
  • High Availability: Multi-region replication may be employed for added resilience.

Deliverables

  • Backup Configuration Documentation: Summary of backup schedules, retention rules, and device setups.
  • Recovery Procedures: Basic instructions and workflows for both local and off-site restorations.

Change Management & Additional Services

  • Service Modifications: Changes to the quantity or type of covered devices require written approval from both parties and may affect monthly fees.
  • Project-Based Work: Any activities outside the defined SOW (e.g., major upgrades, new office deployments) will be scoped and billed separately under Vicinity’s Professional Technology Consulting rate structure.