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
Schedule automated backups of your Microsoft 365 data to ensure continuous
protection and availability.
Safeguard against accidental deletions, security threats, and compliance issues with robust data protection measures.
Scale your backup infrastructure effortlessly to accommodate growing data volumes and changing business needs.
Access a variety of recovery options, allowing for swift restoration of individual items, files, or entire mailboxes and sites.
Benefit from advanced security features, including data encryption and secure storage, to ensure the confidentiality and integrity of your data.
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.
Use Cases
Safeguard critical business data from accidental deletions, cyber threats,
and other risks.
Ensure compliance with regulatory requirements by securely backing up and
retaining Microsoft 365 data.
Maintain continuous access to Microsoft 365 data and applications, even in the
event of disruptions or disasters.
Enable secure collaboration and sharing of Microsoft 365 files and data while
maintaining data integrity and confidentiality.
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Unlock your potential with Garaj’s Cloud & Cybersecurity Services:
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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:
Coordinates all operations performed by the product, adds and manages other backup infrastructure
components as well as controls global settings for the backup infrastructure.
The service includes a clear outline of subscription usage terms, ensuring transparency and adherence
to agreed-upon parameters for optimal service delivery.
Manages backup proxy servers and backup repositories.
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:
Severity Definitions:
L1: Primary support level, dealing with routine issues and initial troubleshooting
Contacted for basic incidents related to cloud backup services.
L2: Engaged when Level 1 is unable to resolve the issue.
Provides more advanced technical support and expertise.
L3: Takes over when the issue requires escalation beyond technical troubleshooting.
Manages coordination and communication among support teams
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:
Physical destruction of data centers or infrastructure, leading to data loss.
Disruption of power supply affecting data center operations and access to backup
systems.
Compromise of data integrity, making backups vulnerable to corruption
or unauthorized access.
Disruption to workforce availability, affecting regular maintenance,
monitoring, and response times.
Dependency on external services can lead to failures in
backup processes or data restoration.
Altered regulatory landscapes may affect data storage practices
and compliance, impacting backup strategies.
Physical damage to infrastructure affecting the availability of backup systems.
Hindered communication between data sources and backup systems,
affecting data transfer.
Destruction or disruption of data centers, communication networks,
and infrastructure.
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