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These Service Specific Conditions for IT Services apply in addition to the 24/7 Technology Master Service Agreement (MSA)
DEFINITIONS
All definitions from the MSA shall apply to these Service Specific Conditions for IT Services together with the following service specific definitions which shall have the meanings set out below:
“ADSL Line” means the asymmetric digital subscriber line (or other appropriate communication line agreed with 24/7 Technology in writing) provided and maintained by the Customer for the daily transmission of Data to the Data Centre
“Allocated Resource" means the data storage resource allocated to the Customer as part of the Services
“Backup Equipment” means the equipment located at the Customer’s Premises for the backup of Data to the Data Centre
“Critical Applications” means any operating systems and application software in respect of the Customer’s mission critical operations that are specified on the Order or otherwise agreed in writing
“Disaster” means an event outside the Customer’s reasonable control including an Act of God, flood, earthquake, windstorm or other natural disaster; terrorist attack, civil war, civil commotion or riots; nuclear, chemical or biological contamination or sonic boom; fire, explosion or accidental damage; extreme adverse weather conditions; interruption or failure of electric power; or collapse of building structures, which prevents the Customer’s access to Customer Premises, Hardware or Data for a period in excess of 12 hours; or any material corruption or destruction of the Customer’s Data
“Hardware” means the Customer’s hardware specified in the Order on which Data is stored
“Nominated Employees” means up to 10 of the Customer’s employees (or such other number as may be agreed with 24/7 Technology in writing) nominated by the Customer on the Order (or otherwise notified to 24/7 Technology from time to time) who may be granted remote access to Data following a Disaster as part of the Services
“Normal Support Hours” means 9.00am to 5.00pm Monday to Friday excluding English public holidays
“Requirements” means the Customer’s requirements in respect of the Services including (without limitation) all relevant information regarding the size and nature of the Customer’s Data, the Customer Software, number of Authorised Users, and the nature of the services which you require us to provide as part of the Services
“Services” as defined in the MSA and, as part of the Stack Solution, as more particularly described in the Specification
“Set Up Fees” the fees for set up of the Services as set out in the Order
“Specification” means the detailed description of the Customer’s Stack Solution and the particular Services which are relevant thereto, as attached or referred to in the Order
“Subscription Charges” means the subscription charges payable by the Customer for the Units, as set out in the Order
“Third Party Services” means any Software or Services (including, without limitation Data Centre Services) provided to the Customer by 24/7 Technology on behalf of a third-party provider
“Usage Fees” the fees in respect of the Customer’s Allocated Resource as set out in the Order
“Units” the user subscriptions, licenses, or amount of Allocated Resource purchased by the Customer which entitles Authorised Users to access and use the Software and Services in accordance with this Agreement
“Stack Solution” means the combination of Services specific to the Customer as set out in the Order
1 APPLICATION OF THESE CONDITIONS
These Service Specific Conditions shall apply to the provision of Services to the Customer during the Term the particular Services which form part of the Customer’s Stack Solution
2.1 Subject to the Customer’s payment of the Charges and the terms of this Agreement 24/7 Technology grants to the Customer a non-exclusive, non-transferable right during the Term of this Agreement to use, and/or allow the Authorised Users to use, the Services, the Software and any Servers owned by 24/7 Technology, to the extent required for the Customer’s your Stack Solution solely for the Customer’s internal business operations
2.2 The Customer warrants that it has all relevant permissions consents and licences in respect of the Data including the right for 24/7 Technology to store the Data on the Servers
2.3 The Customer shall procure all necessary licences for each Authorised User to use any Customer Software, and warrants that it has and will maintain all necessary licences and consents necessary for 24/7 Technology to host any Customer Software on its Servers as part of the Services
2.4 The Customer hereby indemnifies 24/7 Technology against any claim that 24/7 Technology’s storage or use of the Data or 24/7 Technology’s hosting of any Customer Software on its Servers breaches the terms of any consent permission or licence, or otherwise infringes the rights of any third party
2.5 The Customer shall not, except as may be permitted by law or otherwise in accordance with this Agreement:
2.5.1 copy, modify, duplicate, create derivative works from, frame, mirror, republish, download, display, transmit, or distribute all or any portion of the Software in any form or media or by any means; or
2.5.2 reverse compile, disassemble, reverse engineer or otherwise reduce to human-perceivable form all or any part of the Software.
2.5.3 access, store, distribute or transmit any Malware, or any Data or materials during the Customer’s use of the Services that are:
2.5.3.1 misleading, or misrepresentative of the Customer’s identity or affiliation with any person; or
2.5.3.2 obscene, indecent, pornographic, offensive, defamatory, facilitates illegal activity; or promotes unlawful violence.
2.5.3.3 discriminatory (based on current legislation); or
2.5.3.4 in breach of any legal duty owed to a third party, such as a contractual duty or a duty of confidence or promoting any illegal activity
2.5.4 24/7 Technology reserves the right, without liability to the Customer to disable the Customer’s access to any Data or materials that breach the provisions of this clause 2.5
2.6 The Customer shall not:
2.6.1 access all or any part of the Services in order to build a product or service which competes with the Services; or
2.6.2 use the Services to provide services to third parties; or attempt to obtain, or assist third parties in obtaining, access to the Services, other than as provided under this clause 2; or
2.6.3 sell, rent, lease, transfer, assign, distribute, display, disclose, or otherwise commercially exploit, or make the Services available to any third party except the Authorised Users
2.7 The Customer also agrees:
2.7.1 not to access without authority, interfere with, damage or disrupt:
2.7.1.1 any information technology, network or communications equipment provided as part of the Servers;
2.7.1.2 any software used on the Servers; or
2.7.1.3 any Equipment or network or Software owned or used by any third party provided as part of the Services
2.8 The Customer agrees that in using the Services it shall comply with the terms of this clause 2. If the Customer fails to comply with this clause 2 24/7 Technology shall have the right to:
2.8.1 suspend the Services until such time as it is satisfied that the Customer is able to comply with this clause 2; and/or
2.8.2 terminate the Services forthwith upon written notice to the Customer; and/or
2.8.3 claim any costs expenses losses and damages which 24/7 Technology may incur as a result of the Customer’s failure to comply with this clause
3.1 24/7 Technology will perform the Services using reasonable endeavours in accordance with the Specification and with reasonable skill and care, except to the extent that the Customer has failed to comply with its obligations in this Agreement and/or the Specification, or where the Customer’s use of the Services is contrary to 24/7 Technology’s instructions, or where the Services have been modified or altered by anyone other than 24/7 Technology or its agents or authorised Third Party Contractors
3.2 Subject to clauses 3.3 and 3.4 if the Services do not conform to the undertaking in clause 3.1, 24/7 Technology will use all reasonable endeavours to correct the defect in accordance with its standard support procedures described in the Specification. 24/7 Technology’s standard support service shall be available during its Normal Support Hours except in the case of a total Service failure, following which (subject to clause 3.4) 24/7 Technology shall use its reasonable endeavours to resume the Services as soon as reasonably practicable
3.3 The remedy set out in clause 3.2 constitutes the Customer’s sole and exclusive remedy for any breach of the undertaking set out in clause 3.1
3.4 Notwithstanding the foregoing, 24/7 Technology:
3.4.1 does not warrant that the Customer’s use of the Services will be uninterrupted or error-free, nor that the Services will meet the Customer’s requirements; and
3.4.2 is not responsible for any delays, delivery failures, or any other loss or damage resulting from the transfer of data over communications networks and facilities, including the internet, and the Customer acknowledges that the Services may be subject to limitations, delays and other problems inherent in the use of such communications facilities, including Malware attack; and
3.4.3 shall not be liable to the Customer for any defect in the Services to the extent caused by any defect or failure in the Customer’s Data or any Customer Software
3.4.4 subject to the Customer’s obligations as set out in this Agreement, 24/7 Technology warrants that it has and will maintain all necessary licences, consents, and permissions necessary for the performance of its obligations under this Agreement
4.1 24/7 Technology shall use reasonable endeavours to provide at least a 99.9% uptime service availability level, except for:
4.1.1 planned maintenance, which 24/7 Technology may carry out to ensure the continuing quality of the Services where:
24/7 Technology has given the Customer at least three days’ notice of its intention to undertake such maintenance, or
where the maintenance work is required in connection with the requirement of a third party, such period of notice as may be reasonable taking into account the notice which 24/7 Technology may have received from that third party
4.1.2 emergency maintenance which 24/7 Technology may require to be undertaken to prevent the failure or serious degradation of the Service. Where 24/7 Technology is unable to give the Customer 48 hours’ notice of its intention to undertake emergency maintenance 24/7 Technology will endeavour to undertake emergency maintenance outside 24/7 Technology’s normal business hours
4.2 Subject to clause 4.1.1 and 4.1.2, in the event you experience more than 1 hour downtime in any calendar day, 24/7 Technology will refund to the Customer the equivalent of that day’s Subscription Charges. 24/7 Technology shall not be liable to make any refund under this clause 4.2 to the extent any downtime arises as a result of any defect in the Customer Software or Third-Party Services
5.1 In order for 24/7 Technology to provide the Services the Customer shall provide 24/7 Technology with all necessary co-operation in relation to this Agreement and access to such information as 24/7 Technology may require, including but not limited to Data, Customer Software, Hardware, Backup Equipment or any other Equipment owned by the Customer which is necessary for the Services and any security access information and configuration services
5.2 The Customer shall (and shall ensure that the Authorised Users shall):
5.2.1 use the Services in accordance with this Agreement and the Customer shall be responsible for any Authorised User’s breach of any term of this Agreement
5.2.2 comply with any obligations set out in the Specification
5.2.3 comply with all Applicable Laws and regulations with respect to the Customer’s activities under this Agreement
5.2.4 maintain all necessary licences, consents, and permissions necessary for 24/7 Technology to be able to perform its obligations under this Agreement
5.2.5 carry out all other responsibilities set out in this Agreement in a timely and efficient manner. In the event of any delays in the Customer’s provision of such assistance as agreed by the parties, 24/7 Technology may adjust any agreed timetable or delivery schedule as reasonably necessary
5.2.6 use all reasonable endeavours to prevent any unauthorised access to, or use of, the Services, and promptly notify 24/7 Technology if the Customer discovers any such unauthorised access or use
5.2.7 ensure that the Customer’s network and Systems complies with the Specification or any other relevant specifications provided by 24/7 Technology from time to time
5.2.8 be solely responsible for the correction of any defect or failure in any Customer Software
5.2.9 be solely responsible for procuring and maintaining internet connectivity
5.2.10 provide 24/7 Technology with at least two full working days’ notice to cancel a booked site visit and the Customer accepts that failure to provide 24/7 Technology with the required notice will result in the Customer being charged for the cancelled visit
Where the Customer’s Stack Solution includes Backup and Recovery Services, 24/7 Technology shall have no liability to the Customer for any losses or damage suffered by the Customer, or costs or expenses incurred by the Customer, as a result of the Customer’s failure to maintain the ADSL Line and/or an appropriate bandwidth allocation for the volume of Data to be transmitted to the Data Centre
Files are stored and transmitted using high level encryption over SSL, and the Customer acknowledges that such technical security measures are adequate having regard to the nature of the Data
8.1 Set up and Configuration
Subject to this Agreement and within 28 days of the Start Date, 24/7 Technology shall use its reasonable endeavours to configure the Services in accordance with the Specification, providing that any such dates are estimates only and time shall not be of the essence in respect of the Services
8.2 User Subscriptions
Where the Customer’s Stack Solution includes Services on a user subscription basis, the Customer shall purchase the number of Units set out in the Order for each of the Authorised Users to use the Services as set out below:
8.2.1 the Customer undertakes that the maximum number of Authorised Users shall not exceed the number of Units that the Customer has purchased from time to time
8.2.2 the Customer may, from time to time during the Term, submit a request to purchase additional User Subscriptions in excess of the number set out in the Order. Any request to purchase additional Units shall be subject to our written approval
8.3 Allocated Resource
The Customer will be allocated the Allocated Resource for the Service which will comprise processor power, memory, disk storage and bandwidth. The allowance will vary dependent upon the hosting package purchased by the Customer. If the Customer persistently and/or substantially exceeds the Allocated Resource 24/7 Technology reserves the right to either (at 24/7 Technology’s discretion) terminate the Service, or suspend the Service until the Customer upgrades to a higher level package, and/or charge the Customer additional Charges for over usage
8.4 Support
24/7 Technology will, as part of the Services and at no additional cost to the Customer, provide the Customer with 24/7 Technology’s standard customer support services during Normal Support Hours in accordance with 24/7 Technology’s our IT Support SLA in effect at the time that the Services are provided. 24/7 Technology may amend the IT Support SLA at its sole and absolute discretion from time to time. The Customer may purchase enhanced support services separately at 24/7 Technology’s then current rates
8.5 Arrangements on Termination
Subject to the Customer having paid all and any outstanding Charges and having complied with clause 18.6 of the MSA (as applicable), the Customer may request a file of its Customer Software and Data which 24/7 Technology will make available to the Customer for a fee. The Customer must make such request within 30 days of termination. Following termination 24/7 Technology shall have no obligation to retain the Customer’s Customer Software and Data
9.1 Infrastructure
9.1.1 Set Up and Configuration
Subject to this Agreement and within 28 days of the Start Date, 24/7 Technology shall use reasonable endeavours to:
9.1.1.1 provide the Servers in accordance with the Specification and locate these at 24/7 Technology’s Data Centre; and
9.1.1.2 configure the Managed Services in accordance with the Specification providing that any such dates are estimates only and time shall not be of the essence in respect of the Infrastructure Services
9.1.2 The Customer agrees that:
9.1.2.1 all information that the Customer provided to 24/7 Technology in order for 24/7 Technology to prepare the Specification is true and accurate in all material respects; and
9.1.2.2 the Specification is correct and meets the Customer’s requirements in respect of the Servers and Managed Services
9.1.3 Where the Customer’s Services include Infrastructure, title in the Servers shall remain with 24/7 Technology at all times
9.1.4 24/7 Technology shall insure the Servers and the Customer shall comply with any reasonable conditions imposed by 24/7 Technology’s insurers that may be notified to the Customer from time to time
9.1.5 The Customer acknowledges that its Data and Customer Software will be stored on Servers which are not dedicated to the Customer. The Data and Customer Software shall, however, be secured to prevent unauthorised access by any third party
9.1.6 Support
24/7 Technology will, as part of the Services, provide the Customer with its standard support services during Normal Support House in accordance with its IT Support SLA in effect at the time that the Infrastructure Services are provided. 24/7 Technology may amend the IT Support SLA at its sole and absolute discretion from time to time. The Customer may purchase enhanced support services separately at 24/7 Technology’s then current rates
9.1.7 Arrangements on Termination
Upon expiry or termination of the Managed Services, subject to the Customer having paid all and any outstanding Charges and having complied with 18.6 of the MSA (as applicable), the Customer may request a file of its Customer Software and Data which 24/7 Technology will make available to the Customer for a fee. The Customer must make such request within 30 days of termination. Following termination 24/7 Technology shall have no obligation to retain the Customer’s Customer Software and Data
9.2 Private Cloud
9.2.1 Set Up and Configuration
Subject to this Agreement and within 28 days of the Start Date, 24/7 Technology shall use its reasonable endeavours to:
9.2.1.1 provide the Servers in accordance with the Specification and locate these at 24/7 Technology’s Data Centre; and
9.2.1.2 configure the Managed Services in accordance with the Specification Providing that any such dates are estimates only and time shall not be of the essence in respect of the Managed Services
9.2.2 Where the Customer’s Services include Private Cloud the Customer shall retain a nominal sum of £100 against 24/7 Technology’s invoice for the Servers, which will be payable upon termination of the contract. Upon receipt of this payment title to the Servers will pass to you for removal from 24/7 Technology’s Data Centre in accordance with clause 9.2.5.1
9.2.3 Whilst located in 24/7 Technology’s Data Centre, 24/7 Technology shall insure the Servers and the Customer shall comply with any reasonable conditions imposed by 24/7 Technology’s insurer that 24/7 Technology may notify to the Customer from time to time
9.2.4 Support
24/7 Technology will, as part of the Services and at no additional cost to the Customer, provide the Customer with our standard customer support services during Normal Support Hours in accordance with 24/7 Technology’s IT Support SLA Support Services Policy in effect at the time that the Private Cloud Services are provided. 24/7 Technology may amend the IT Support SLA Support Services Policy in its sole and absolute discretion from time to time. The Customer may purchase enhanced support services separately at 24/7 Technology’s current rates
9.2.5 Arrangements on Termination
Upon expiry or termination of the Managed Services subject to the Customer having paid all and any outstanding Charges and having complied with clause 18.6 of the MSA (as applicable):
9.2.5.1 the Customer may request return of the Servers which 24/7 Technology will make available to the Customer for a fee. Within a reasonable time of the Customer’s request and upon receipt of the fee, 24/7 Technology shall agree with the Customer a suitable time for the Customer to collect the Servers or for 24/7 Technology to deliver the same to the Customer Premises
9.2.5.2 the Customer must request return of its Servers within 30 days of termination. Following termination 24/7 Technology shall have no obligation to retain the Customer’s Servers and may remove all copies of the Servers from its Data Centre and dispose of such Servers as it sees fit
9.3 Exclusions From Managed Services
This clause 9.3 shall apply to both Infrastructure and Private Cloud Services. Except where included as part of the Customer’s Stack Solution, the Customer is responsible for:
9.3.1 all data back-up, recovery, and/or replication services in respect of its Data
9.3.2 the System and any support and maintenance thereof
10.1 Virtual Recovery (Veeam)
10.1.1 Set up and Configuration
Within a reasonable time of the Start Date 24/7 Technology shall:
10.1.1.1 provide and install the Backup Equipment at the Customer Premises
10.1.1.2 take an initial copy of the Data on a remote storage device and store such copy 24/7 Technology’s Data Centre
10.1.1.3 configure the Backup Equipment such that a backup of the Data will be taken automatically on a daily basis and transmitted to the 24/7 Technology Data Centre via the ASDL Line
10.1.1.4 take a virtual copy of the Critical Applications, and store such copy at the 24/7 Technology Data Centre
10.1.2 Backup of Data
24/7 Technology shall backup the Customer’s Data to our Backup Equipment at a time and frequency agreed by the parties. 24/7 Technology recommends that a backup is taken every 24 hours. The backup shall be stored at the 24/7 Technology Data Centre
10.1.3 Data Recovery
In the event of a Disaster 24/7 Technology shall use its reasonable endeavours to provide remote access to the Data in respect of Critical Applications to the Customer’s Nominated Employees for a period not exceeding 30 days (or other period agreed in writing). 24/7 Technology shall use its reasonable endeavours to provide the Customer with such remote access to its Data within 24 hours
10.1.4 Property and Risk
10.1.4.1 Unless otherwise agreed with the Customer the Backup Equipment shall remain the property of 24/7 Technology at all times. Where 24/7 Technology owns the Backup Equipment 24/7 Technology shall insure the Backup Equipment and the Customer shall comply with any reasonable conditions imposed by 24/7 Technology’s insurer that 24/7 Technology may notify to the Customer from time to time. Where it is agreed with the Customer that the Customer owns the Backup Equipment, the Customer is solely responsible for insuring the Backup Equipment
10.1.4.2 The Data shall remain the Customer’s property at all times.
10.1.5 Arrangements on Termination
On termination of the Agreement for any reason:
10.1.5.1 where Backup Equipment remains the property of 24/7 Technology the Customer shall return such Backup Equipment to 24/7 Technology and if the Customer fails to do so, 24/7 Technology may enter the Customer Premises and take possession of it. Until the Backup Equipment has been returned to or repossessed by 24/7 Technology, the Customer remains responsible for its safe keeping 11.1.4.2 Subject to the Customer having paid all outstanding Charges and having complied with clause 18.6 of the MSA (as applicable), the Customer may request a file of its Data which 24/7 Technology will make available to the Customer for a fee. The Customer must make such request within 30 days of termination. Following termination 24/7 Technology shall have no obligation to retain or return the Customer’s Data
11.2 Virtual Replication
11.2.1 Set up and Configuration
Within a reasonable time of the Start Date 24/7 Technology shall configure the Customer’s Hardware such that a replica of the Data and Critical Applications will be made automatically via the ADSL Line in real time on the 24/7 Technology Servers at the 24/7 Technology Data Centre
11.2.2 Replication of Data
24/7 Technology shall replicate the Customer’s Data and Critical Applications on 24/7 Technology’s Backup Equipment at the times and frequency as set out in the Specification
11.2.3 In the event of a Disaster:
11.2.3.1 which causes a failure in the Customer’s on-premise Hardware, the Customer may, without 24/7 Technology’s assistance, access the replica of its Data and Critical Applications by remote access immediately following the Disaster; or
11.2.3.2 where the Customer requests assistance, 24/7 Technology shall use its reasonable endeavours to provide the Customer with access to the replica of its Data and Critical Applications within 24 hours of the Customer’s request
11.3 Exclusions
The Customer acknowledge that the Virtual Replication Services do not include any backup or archiving services. The Customer is solely responsible for any backup or archiving of Data and in the event any of the Customer’s Data becomes corrupted, lost or damaged the Customer is solely responsible for recovery of the same
11.4 Customer’s Responsibilities
During the Term of the Services the Customer shall as applicable (at the Customer’s cost):
11.4.1 provide and maintain the ADSL Line and ensure that at all times the bandwidth allocation of the ADSL Line remains appropriate and available for the volume of Data to be transmitted to 24/7 Technology Data Centre
11.4.2 provide appropriate facilities to 24/7 Technology’s employees, agents and Authorised Subcontractors for the provision of the Recover.IT Services
11.4.3 ensure the Customer’s Hardware is properly maintained and kept in good working order
11.4.4 keep the Customer’s Hardware and any Backup Equipment and any storage media in a safe and secure environment, with appropriate temperature and humidity
11.4.5 promptly notify 24/7 Technology of any defect or fault in the Backup Equipment and not allow any persons other than 24/7 Technology staff or Authorised Subcontractors to maintain, repair or relocate the Backup Equipment
11.4.6 ensure the Data:
11.4.6.1 is free from any virus or other Malware, and is of a sufficient quality to ensure that restoration is possible in the event of a Disaster; and
11.4.6.2 has no illegal or offensive content and does not infringe the rights of any third party
11.4.7 promptly notify 24/7 Technology in the event of a Disaster, and provide 24/7 Technology, to the extent possible, with access to the Hardware, the Backup Equipment, any storage media and any other information and assistance that 24/7 Technology may reasonably require
11.4.8 attend rehearsals in respect of data recovery at least once per year or otherwise in accordance with good industry practice, the costs of which rehearsals shall be paid by the Customer in addition to the Charges
11.4.9 in the event of a Disaster, provide 24/7 Technology with all reasonable assistance to obtain support in respect of any third party software in the Critical Applications, (including without limitation direct access to any providers of support in respect of such third party software)
11.4.10 24/7 Technology shall not be responsible for any delay or inability to provide the Services where this is caused by the Customer’s breach of any of the obligations in this paragraph 11.4
11.5 Exclusions
The Customer acknowledges that 24/7 Technology is not responsible for the backup, recovery or replication of any of the Customers Data which is held locally on PCs, laptops or other mobile devices. The Customer must ensure any of its Data stored locally on any PC or on any laptop or other mobile device or remote storage device is backed up to the Servers and synchronised with the Data on a regular basis
12.1 Datto BCDR
12.1.1 Set up and Configuration
Within a reasonable time of the Start Date 24/7 Technology shall:12.1.1.1 provide and install the Backup Equipment at the Customer Premises
12.1.1.2 configure the Backup Equipment such that a backup of the Data will be taken automatically on a regular basis to both the local device and transmitted to the Datto Data Centre via the Customer’s internet connection
12.1.2 Backup of Data
24/7 Technology shall backup the Customer’s Data as follows:
12.1.2.1 backups to the Customer’s local device will run regularly daily and
12.1.2.2 a backup from the Customer’s local device to the Datto data centre will run once every 24 hours the frequency and timings of backups will be agreed between the Customer and 24/7 Technology
12.1.3 Data Recovery
24/7 Technology shall use its reasonable endeavours to recover the Data from the local device within 24 hours
12.1.4 Property and Risk
If the Customer owns the Backup Equipment, the Customer is solely responsible for insuring the Backup Equipment. The Data shall remain the Customer’s property at all times
12.1.5 Arrangements on Termination
On termination of the Agreement for any reason, the Service will cease, and the Customer’s Data will be deleted from the Datto Data Centre
12.1.6 Customer’s Obligations
The Customer must ensure that:
12.1.6.1 the Server(s) being backed up by the Service meets the Customer’s specific backup requirements and the Servers remain available at all times
12.1.6.2 the Customer’s internet connection is reliable and of an appropriate capacity for the Customer’s business needs
12.2 Datto Saas
12.2.1 24/7 Technology will configure the Datto SaaS cloud portal to access the Customer’s Micorosoft 365 Data for the purposes of backup
12.2.2 Backups of Data
Backups will run to the Datto Data Centre 3 times per 24 hour period
12.2.3 Recovery of Data
24/7 Technology shall use reasonable endeavours to begin the recovery of the Data from the Datto Data Centre within 4 hours
12.2.4 Arrangements on Termination
On termination of the Agreement for any reason, the service will cease, and the Customer’s Data will be deleted from the Datto Data Centre
12.3 Datto File Protection
12.3.1 Specification
This product is not suitable where there is significant Data change each day, for database backups such as SQL, for large files (over 1 GB) and is limited to 500Mb per file per day. Microsoft Windows 8.1 or above is required
12.3.2 Set Up
24/7 Technology will configure the Datto cloud-based portal and provide an agent to be installed on each endpoint. Installation services for the agent can be provided at 24/7 Technology’s standard rates
12.3.3 Back up of Data
Data from each endpoint will be replicated up to Datto’s Data Centre on a continuous basis when the endpoint has internet access. Retention is 180 days and uses a Datto Data Centre in Denmark
12.3.4 Data Recovery
24/7 Technology shall use reasonable endeavours to begin the recovery of Data from the Datto Data Centre within 4 hours
12.3.5 Arrangements on Termination
On termination of the Agreement for any reason, the service will cease, and the Customer’s Data will be deleted from the Datto Data Centre
12.3.6 Customer’s Obligations
The Customer must ensure that the endpoints have internet connectivity of an appropriate capacity to allow the product to function
