What is BaaS for M365?
Managed Backup as a Service (BaaS) for Microsoft 365 is a comprehensive solution crafted to ensure the protection and availability of your critical data within the Microsoft 365 ecosystem. We leverage Veeam License to offer automated and secure backups of your Exchange Online emails, SharePoint Online sites, and OneDrive for Business files, mitigating the risks associated with data loss, security threats, and compliance challenges.
Key features
Why BaaS for M365?
Microsoft only takes care of infrastructure; the data remains the customer’s responsibility. It’s your data, you control it, and you need to protect it. Our managed Backup as a Service (BaaS) for Microsoft 365 ensures robust data protection within the Microsoft 365 environment. With automated backups, flexible recovery options, and enhanced security, it offers peace of mind while meeting compliance requirements. Customers benefit from focusing on business needs, leveraging cloud expertise, and empowering self- service restores.
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Backup for M365 Service Level Agreement
Introduction
This Service Level Agreement (SLA) outlines the commitments and expectations between Garaj Cloud and its valued customers regarding our backup services.
Managed Backup for Microsoft 365 is a comprehensive solution that allows you to back up and restore data of your Microsoft 365 organizations, including Microsoft Exchange, Microsoft SharePoint, Microsoft OneDrive for Business and Microsoft Teams data, as well as data of on-premises Microsoft Exchange and on-premises Microsoft SharePoint organizations. Garaj does NOT backup your Microsoft 365 unless you purchase a Backup service.
Service Inclusions and Specifications:
Responsibility Matrix:
Task/Activity | Cloud Provider (CP) | Customer (C) | Description |
---|---|---|---|
Define Backup Policies | C | Collaborate to establish backup policies, including frequency, retention, and data types to be included in regular backups. | |
Provide User Interface | CP | Develop and maintain a user-friendly interface for customers to manage backup configurations, schedules, and data recovery. | |
Monitor System Health | CP | Continuously monitor the BaaS system, track backup progress, and promptly address any issues to maintain overall system health. | |
Backup Job Alerts | CP | Email notifications regarding backup success, warning, error. | |
Restore guarantees in case of managed services | CP | We configure the jobs and provide backup copies for the customer. | |
Backup frequency | C | Define frequency (e.g., every hour, once a day, etc. and its feasibility and impact). | |
Backup copies | C | Define copies (e.g., to comply with 3-2-1 or other policies, regulations, ransomware protection). |
Escalation Matrix:
Level | Role | Contact Person | Contact No. | |
---|---|---|---|---|
L1 | Cloud Support | Support team | [email protected] | 0304-1110365 |
L2 | Product Expert | Taimor Ali | [email protected] | 0343-1229662 |
L3 | Platform Head | Yasim Zaman Kiani | [email protected] | 0307-1505041 |
Severity Definitions:
Garaj Backup SLA Exclusions:
The Service Commitment does not apply to features or services in pre-general availability, those explicitly excluded in associated documentation, and errors caused by factors beyond Garaj’s reasonable control. Additionally, exclusions encompass issues arising from customer equipment, software, third-party technology, and actions or inactions of the customer. Unavailability or termination of Garaj’s backup services due to force majeure events, Internet access problems beyond their control, or failure to adhere to technical documentation is not covered. The SLA does not extend to disruptions resulting from Garaj Cloud's suspension or termination of the customer's right to use backup services in accordance with the agreement. These exclusions, collectively termed SLA Exclusions, define the scope of coverage and circumstances where service commitments may not apply.
Force Majeure Factors
Force majeure factors are events or circumstances that are beyond the control of parties involved and can impact the ability to carry out contractual obligations. In the context of backup and data restoration, several force majeure factors can contribute to failures or challenges. These may include:
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