Data Backup Policy

BACKUP POLICY FOR SAAS VISION HELPDESK LICENSES

OVERVIEW

This policy defines the backup policy for Vision Helpdesk customer’s Vision Helpdesk account, including the database (ticket data, agent and end user profile, solutions, forums and other module data) and the account files (attachment, logs etc). The database is referring to the MYSQL DATABASE for the customers’ system.

PURPOSE

These policies are designed to ensure that accidentally deleted data may be retrieved, if necessary, for a reasonable period of time and provide individuals with a clear time table concerning retention of their data. Vision Helpdesk recognizes that it is important for users to know that their data is restorable in the event of accidental or catastrophic data loss, but also that data is not being retained beyond a useful period of time.

DEFINITIONS

  • Backups – The saving of data onto magnetic tape or other online storage media for the purpose of preventing loss of data in the event of equipment failure or destruction.
  • Restoration – The process of bringing off line storage data back from the offline media and putting it on an online storage system such as a data server.

BACKUPS

We have two types of backups:

The Database Backup – We run master MySql server that is replicated in run time on to Slave Mysql server (placed in different zone in AWS). We then perform daily full backup of complete databases on Slave server and that gets synch to Amazon S3 service. We retain last two days backup on Amazon S3 service.

The Files Backup – Backup of files (including attachments, logs etc) will occur every day after regular business hours. Incremental backup – the files are sync from production to backup server on daily basis.

The backups are stored at Amazon’s “S3” storage service. And since we’re using Amazon – the actual hard-drives of our server are network drives. Which means – the drive is physically located on another machine. Even if the server crashes, its CPU overheats and melts down – we instantly spawn another server, which is a 100% clone of the failed one.

Our servers do have local hard drives (super-fast SSD disks) but those are used for temporary data only – email-buffers, swap-files, temporary backups, caches etc.

RESTORATION

The backups are mainly for the purpose of disaster recovery. For user-requested restoration, the request must be made to Vision Helpdesk Support by sending email support@visionhelpdesk.com. Large restores may involve a substantial amount of time, possibly several days, depending upon the speed of your network connection.

Vision HelpdeskData Backup Policy