Frequently Asked Questions
Our FAQ below aims to answer common questions you may have. If you require further information or would like to discuss your requirements in more detail Contact MDS...
- How do I get all my data back if I decide to opt out of the service?
- Is there a charge for restores or changes to policies?
- I do not have QTrees, what do I do?
- Who is responsible for loading the monitoring agents?
- Who sets the backup schedules for the backup service?
- My revision of OnTap is not the recommended version is this a problem?
- How long will the first backup take over the network?
- Do I need any additional licences for this service to work?
- What is IT service monitoring?
- How does ProActive24 work?
- Do I need any technical staff?
- How do the ProActive24 agents communicate?
- Is my infrastructure secure?
- What notification methods are used?
- How do I get all my data back if I decide to opt out of the service?
Firstly, we hope that you are impressed by the service you receive and remain a customer indefinitely. However, in an uncertain world circumstances can change and Managed Data Storage respect your wishes and will make the process as simple as possible.
Unlike other providers who have a shared infrastructure, Managed Data Storage use a dedicated filer for each customer and it is as easy as retrieving tapes for the filer to be moved to the customer site and ownership transferred.
- Is there a charge for restores or changes to policies?
At any time during the contract, restores can be made without charge or penalty, and backup policies can be altered to store any amount of data you wish.
- I do not have QTrees, what do I do?
Managed Data Services consultants have extensive knowledge and experience in the implementation of Qtrees and upgrading existing revisions. Contact MDS to discuss further.
- Who is responsible for loading the monitoring agents?
Our consultants will work in parallel with your IT Team to load the monitoring agents ensuring the minimum amount of disruption.
- Who sets the backup schedules for the backup service?
During the scoping period, prior to implementation, Managed Data Services consultants will discuss your backup policies and help to design the schedules accordingly. The customer is free to change their backup policies as they wish.
- My revision of OnTap is not the recommended version is this a problem?
No. Our consultants can help you to upgrade your current revision of OnTap to meet the necessary requirements for this service.
- How long will the first backup take over the network?
The initial data capture is taken locally to reduce time, the filer is then transported to the datacentre and the backup schedules are set up. The only subsequent backup data now travelling down the network are the incremental block level changes.
- Do I need any additional licences for this service to work?
The service is based on NetApp's SnapVault technology, for which you may already have licences. If not we will provide the necessary licenses within the costs of the contract. (The primary licence is then yours to keep.)
- What is IT service monitoring?
IT service monitoring continually assesses the availability and performance of an IT service at all levels, from an end-to-end perspective and including each technological component.
- How does ProActive24 work?
ProActive24 is installed on two of your servers and on a dedicated server at the datacentre and gathers data from the NetApp storage and network devices we deploy via SNMP. The information is gathered, processed and stored centrally by intelligent software known as 'agents'. If a predefined threshold is exceeded e.g. a backup failed to complete within its window, then ProActive24 will display the problem on the portal and alert our support staff, and yours if desired, by SMS, pager or email.
- Do I need any technical staff?
No. MDS experts will fully install, configure and support ProActive24. When an alert is triggered, we solve the problem and provide you with detailed problem resolution information.
- How do the ProActive24 agents communicate?
Unlike many other monitoring solutions, ProActive24 does not require a dedicated leased line or VPN. Agents connect to the Network Operations Centre (NOC) over the internet, using the latest technologies in secure communication.
- Is my infrastructure secure?
Yes. ProActive24 communicates using the latest techniques in secure internet communications, including http / SOCKS 5 proxies and public/private key encryption and authentication. ProActive24 only collects availability and performance data through its own agents.
- What notification methods are used?
Notifications can be made via SMS, pager or email.
For more information read our overview or contact MDS...