Services Description: Backup for Microsoft 365
Services Provided
The Supplier will provide the following Services:
- Daily Backup of Microsoft 365 Backup Data subject to the Backup Selection
- Archival of Microsoft 365 Backup Data
The Client will specify the following characteristics of the Service:
| Retention Type | Choice of:
Snapshot-based retention or item-level retention.
|
| Retention Period | A specified amount of time in days, months and years |
| Backup Repository | Choice of data storage location:
London City, UK, Edinburgh, South Gyle, UK, Azure UK South or Azure UK West |
| Backup Selection | Choice of which Microsoft 365 services, accounts and items should be included and/or excluded |
The Supplier will also provide the Client with Self-service Tools to enable the Client to conduct a Data Restore of Microsoft 365 Backup Data.
Service Terms
| Usage | Metered Number of Protected User Accounts |
| Service Pricing | See the Supplier’s published price list on their website for current applicable pricing. |
| Invoice Period | Fees will be invoiced monthly in arrears, commencing 1 month after the Commencement Date. |
| Initial Period | 1 month |
| Renewal Terms | After the Initial Period the Services will automatically renew for subsequent consecutive 1 month periods unless terminated by either party. Following termination, fees in arrears will remain due based on Usage. |
| Payment Terms | Fees will be due upon invoice |
| Payment Method | Payments for Invoices due will be collected automatically from the Client’s credit or debit card. The card must be of a type supported by the Supplier. See the Supplier’s FAQ for supported card types. |
| Termination | Upon Termination of the Services all storage of Backup data will cease. |
Services Limitations
The Supplier may not support the Archival, Backup or Data Restore of all the features and all types of Microsoft 365 Business accounts. Please see the Supplier FAQ for more details.
Not all Microsoft 365 geographic regions may be supported. See the Supplier FAQ for more details.
Depending on the amount of the Client’s data held on Microsoft 365, the Initial Backup may take some time (perhaps more than one day) to complete.
Data Restore via the Restore Portal is subject to the ‘Considerations and Limitations’ defined in the ‘Veeam Backup for Microsoft 365 User Guide’ listed at URL link: https://helpcenter.veeam.com/docs/vbo365/guide/ssp_considerations.html?ver=60
Service Level Agreement (SLA)
In the event of the total periods of Downtime, due to failure of the service, in any monthly period of service during the Term, exceeding 0.01% of time in said month a service credit will be made.
One full day’s credit of the Service Fee will be given for each hour of Downtime beyond the 0.01% allowable, up to a maximum credit of 100% of the month’s Service Fee.
The maximum overall service credit payable due to Downtime in any month will be 100% of the month’s Service Fee.
Supplier will apply a credit to the following monthly invoice. Service credits can only be applied to invoices and are not refundable for cash.
Any period of Downtime is deemed to commence from the time the Client raises a Support Ticket with Supplier until the incident is resolved by Supplier.
Service level agreement credits will not apply:
- During periods of maintenance, published by the Supplier on their status page and/or notified to the Client, at least 24 hours in advance of the maintenance commencing.
- During time-critical essential security updates or due to preventative actions deemed necessary by the Supplier for the essential protection of the service.
- During any period during which any service is unavailable as a direct consequence of any breach of the Agreement by the Client.
- Due to the negligence of the Client, its employees or agents.
- Where failures are due to factors outside the Supplier’s control including:
o The speed, reliability and completion of backups may be influenced by the speed, availability and reliability of Microsoft’s Systems and Services; and
o General Internet throughput and reliability issues outside the Supplier’s own network.
Data Sub-processors
No data sub-processors are currently appointed where the Supplier is storing the Client’s Backups on the Supplier’s equipment (London – City and Edinburgh – South Gyle locations).
Where the Client has elected for the Supplier to store the Clients Backup in Microsoft Azure, Microsoft and/or its associated companies will be a data sub-processor for Backup data stored in Azure.
GDPR Description of Processing of Personal Data
The Services will be used to store, retrieve and transmit data, which may include personal data. However the Service is only to be used by the Client for the exclusive purpose of providing a backup of data held in the Client’s Microsoft 365 service. Upon Termination all data will be erased and/or destroyed.
Appendix A – Definitions used in this document
“Archival” means to store Microsoft 365 Backup Data in accordance with a Retention Policy.
“Backup” refers to the partial or full transfer of Microsoft 365 Backup Data to a Backup Repository.
“Backup repository” has the meaning giving to it in the ‘Veeam Backup for Microsoft 365 User Guide’
“Daily Backup” means a Backup is attempted daily after the Initial Backup is successfully completed.
“Data Restore” means the ability for the Client to restore Microsoft 365 Backup Data from a Backup Repository to the Client’s Microsoft 365 Business online accounts.
“Downtime” means any period of time during which the Services are unavailable.
“Initial Backup” means the first successfully completed Backup.
“Licence” refers to the Veeam Backup for Microsoft 365 Licences consumed for the Backup and Archival of User Accounts as per the ‘Veeam Backup for Microsoft 365 User Guide’ located at URL: https://helpcenter.veeam.com/docs/vbo365/guide/vbo_licensing.html?ver=60
“Microsoft 365 Backup Data” refers to backup data electronically provided by Microsoft for the Client’s Microsoft 365 Business online accounts – including data held in Exchange Online, SharePoint Online, OneDrive for Business and Microsoft Teams.
“Microsoft’s Systems and Services” refers to any Microsoft System or Service that is used directly or indirectly to access Microsoft 365 Backup Data.
“Protected User Accounts” means User Accounts that have consumed a Licence during the Invoice Period.
“Restore Portal” means the web-based Veeam Restore Portal that is hosted by the Supplier.
“Retention Period” has the meaning giving to it in the ‘Veeam Backup for Microsoft 365 User Guide’
“Retention Type” is a characteristic of the Services which is either ‘Snapshot-based’ or ‘Item-level retention’ of Microsoft 365 Backup Data as per the definitions in the ‘Veeam Backup for Microsoft 365 User Guide’. The definitions are linked in the table below.
| Retention Type | URL link |
| Snapshot-based retention | https://helpcenter.veeam.com/docs/vbo365/guide/retention_policy.html?ver=70#snapshot-based-retention |
| Item-level retention | https://helpcenter.veeam.com/docs/vbo365/guide/retention_policy.html?ver=70#item-level-retention |
“Self-service Tools” refers to the Restore Portal and the Veeam Explorer software which includes the Veeam Explorer for Microsoft Exchange, Veeam Explorer for Microsoft SharePoint, Veeam Explorer for Microsoft OneDrive for Business and Veeam Explorer for Microsoft Teams.
“User Accounts” refers to the definition of “User Accounts” as per the ‘Veeam Backup for Microsoft 365 User Guide’ at URL: https://helpcenter.veeam.com/docs/vbo365/guide/vbo_licensing.html?ver=70
“Veeam Backup for Microsoft 365 User Guide” refers to “Veeam Backup for Microsoft 365 7.0 User Guide” located at https://helpcenter.veeam.com/docs/vbo365/guide/vbo_introduction.html?ver=70 or any subsequent version of the Veeam Backup for Microsoft 365 User Guide that may be applicable to the services.