Back-up Policy

Introduction and Scope

This policy has been designed for disaster recovery/business continuity (i.e. the ability to recover recent live data in the event of a partial or total loss of data) as key deliverable and is not therefore designed as a method of archiving material for extended periods of time.

The ‘data’ backups cover data logged in Simplisys Service Desk application, associated attachments and system generated ‘meta’ data managed by Simplisys Ltd at its managed service data centre, The ‘Hosted’ service.

Data held and managed in companies where Simplisys Service Desk is installed locally is excluded from this policy.

Back-up Policy

Customer Data

Full backups of all customer data are performed daily.

  • Each customer database is fully backed up overnight.
  • Transaction log backups of each customer database are taken every 4 hours between the hours of 12:00 and 17:00
  • Copies of incoming emails & email attachments are fully backed up overnight.
  • Additional copies of database backups and attachment backups are held within the Datacentre on NearLine storage servers.
  • Upon completion of backups, data is transferred to second, remote, secure data centre.
  • A limited number of authorised personnel have access to the backup application and data.
System Data

Full backups are taken once a week

  • Incremental backups of data are performed daily. Incremental backups are retained until the next full back up before being overwritten.
  • Where possible backups are run overnight and are completed before 8am on working days.
  • Upon completion of backups, data is transferred to second secure data centre.
  • A limited number of authorised personnel have access to the backup application and data.
  • Requests for backup data from customers must be approved by the Technical Manager or a Director of Simplisys Ltd.

Product Design

The service desk design brief was to develop a product that could underpin the working practices set out in ITIL but also be quickly and easily configured to support current or new working practices using existing terminology. Our approach to implementation is to work closely with our customers, understanding requirements and reasons for change and ensuring that projects exceed expectations.

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