MSx Managed Backup Service is not just the best technology from DATTO.\u00a0 It also includes the best service, from our expert resources here at TPx.\u00a0 Our U.S-based support team is certified by DATTO and has several years of experience in implementing and managing this solution.\u00a0 They are available 24x7x365 to provide proactive solution management and technical support, monitoring, alerting, and troubleshooting, and disaster recovery assistance.<\/p>\n
\u00a0\u200b\u200b\u200b\u200b\u200b\u200bAvailable Service Levels<\/h3>\n
TPx offers two service levels to meet the varied needs of our clients.\u00a0 The difference in the service levels is summarized as follows:<\/p>\n
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- CORE:<\/strong>\u00a0 MSx Managed Backups \u2013 CORE service is designed for organizations that have a capable IT staff and want to manage\/administer their own backup jobs.\u00a0 TPx will onboard the solution \u2013 providing the initial setup and configuration of backup jobs and cloud replication – and provide system maintenance and technical support to ensure the technology is functioning optimally.\u00a0 This includes coordinating hardware replacement for a failed device if needed.\u00a0 The customer will be responsible to manage their backup jobs and restore activity.<\/li>\n
- OPTIMUM:<\/strong>\u00a0 MSx Managed Backups \u2013 OPTIMUM service is designed for organizations that want a turn-key managed solution. All CORE features are included and in addition, TPx will manage and administer the customer\u2019s backup jobs.\u00a0 This includes 24\/7 monitoring, responding to backup alerts, restarting failed backup jobs, helping restore files\/folders or complete systems, initiating local or cloud virtualization and more.<\/li>\n<\/ul>\n
A detailed feature matrix is provided below.<\/p>\n
![\"\"](\"https:\/\/www.tpx.com\/wp-content\/uploads\/2028\/2\/backups-feature-list-wide.png\" "\\"\\"")
<\/a><\/p>\nImportant Service Considerations<\/h3>\n
The following information summarizes some key service exclusions and considerations.<\/p>\n
Ransomware protection and incident response:<\/strong> The MSx Backups solution can only detect and alert you to ransomware that is infecting a production server that is being backed up by our solution.\u00a0 Standard monthly service deliverables do not include mitigation or remediation activity on the affected production server.\u00a0 These services are available separately on a time and materials basis and with best-effort response time.\u00a0 MSx Endpoints<\/a> service can provide additional ransomware protection on your production systems.<\/p>\n
Filesystem corruption detection:<\/strong> The MSx Backups solution scans every backed up volume for filesystem integrity, providing alerts whenever a potential corruption or filesystem-health issue is identified, helping to find potential sources of data-loss before they ever turn into actual data-loss situations.<\/p>\n
Application Notifications:<\/strong> TPx can configure the solution to enable email alerts for successful or unsuccessful application and service checks during the screenshot process. \u00a0This further increases your assurance that a system will be recoverable when needed.<\/p>\n
Onsite support:<\/strong>\u00a0 TPx includes on-site dispatch for covered warranty repair or replacements only.\u00a0 Appliance upgrades are not covered.\u00a0 On-site installation of upgraded appliances will be quoted and provided by TPx separately.<\/p>\n
Troubleshooting and repair:<\/strong>\u00a0 Troubleshooting and repair is limited to the direct components of our solution which include the backup appliance hardware & software, Device agents, and cloud infrastructure.\u00a0 Troubleshooting incidents caused by 3rd<\/sup> party equipment failure or configuration problems, or 3rd party network connectivity\/reliability issues are not included.<\/p>\n
Supported Operating Systems & Device Agents<\/h3>\n
MSx Backups protects Windows, MAC and Linux devices.\u00a0 TPx standard device protection requires installation of a device agent on each protected system.\u00a0 Agent installation is performed by the customer and facilitated by TPx during the onboarding project.\u00a0 Agentless backups are also available for VMware hosts.\u00a0 TPx standard policy is not to configure agentless backups.\u00a0 Agentless backup requests must be reviewed and approved by TPx during onboarding.\u00a0 System requirements and supported Operating Systems for each Datto Device Agent can be found in the following Datto KB Articles<\/p>\n
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- Getting started with the Windows Device Agent<\/a><\/li>\n
- Getting started with the Linux Device Agent<\/a><\/li>\n
- Getting started with the MAC Device Agent<\/a><\/li>\n<\/ol>\n
Standard Configurations<\/h3>\n
\u200b\u200b\u200b\u200b\u200b\u200b<\/strong>The following standard configuration settings represent TPx best practices.\u00a0\u00a0 They can be adjusted based on your unique requirements as approved by TPx during implementation planning.<\/p>\n
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- Local Backup Interval<\/strong>:\u00a0 TPx Standard Backup Interval includes backing up all protected devices every 15 minutes with all protected devices being backed up on the same interval.\u00a0 This is done to ensure that any protected devices that have dependencies on each other for production use remain in sync if data needs to be restored.<\/li>\n
- Local Data Retention:<\/strong>\u00a0 TPx standard local Data retention is 3 months. By default,\u00a0intra-daily backups are retained for 7 days. After\u00a07 days, it keeps daily backups for 1 week. After 1 week, it keeps weekly backups for 1 month. After that, monthly backups are kept for 3 months.<\/li>\n
- Cloud Replication Schedule:<\/strong> By default, backups replicate to the Datto Cloud once per day. This schedule can be edited for each protected device.\u00a0 Cloud replication settings will be reviewed during the kickoff call and edited as agreed.\u00a0 This replication schedule needs to consider device resources and site bandwidth.<\/li>\n
- Cloud Data Retention:<\/strong>\u00a0 Cloud replication standards are either; 1 year retention, or Infinite Cloud Retention depending on the service you have contracted for.\u00a0 By default, Cloud copies are retained according to the following schedule; all intra-daily backups for 7 days, then daily backups for 1 week, then weekly backups for 1 month. And then, if 1 year retention is contracted, the monthly backups are deleted after 1 year, If Infinite Retention is contracted, the monthly backups are retained for as long as you maintain your service contract with us.<\/li>\n
- Screenshot Verification:<\/strong>\u00a0 Screenshot verification for all protected devices is completed once per day at the final recovery point of the day.<\/li>\n
- Bandwidth Throttling:<\/strong> Bandwidth throttling is configurable on the appliance level (Not per backup agent) The recommended Bandwidth throttling settings are 50%-75% of the available Upstream bandwidth.\u00a0 By default TPx sets the Bandwidth limit to 50%.\u00a0 This is done so the backup appliance does not interfere with other actions on the network.<\/li>\n<\/ol>\n
Alerts<\/h3>\n
MSx Backups includes 24x7x365 alerting.\u00a0 Alerts are available and configured through the Datto device agent or through the web Portal.\u00a0 Generally, TPx monitors and responds to all alerts for Optimum customers.\u00a0 The Agent alerts are self-service alerts for CORE customers.\u00a0 The following alerts are available:\u00a0 <\/strong><\/p>\n
Datto agent Alerts<\/p>\n
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- Screenshot Notifications: <\/strong>Toggle these options to enable email alerts for each successful screenshot, failed screenshot, or both.<\/li>\n
- Weekly Backup Reports: <\/strong>This option sends a full report of all backups taken during the calendar week. Your Datto appliance will send this report every Sunday at midnight.<\/li>\n
- Backup Warnings: <\/strong>This option sends a warning email each time a backup fails to complete. This\u00a0does not necessarily signify an error and\u00a0backups may resume without intervention.<\/li>\n
- Critical Errors: <\/strong>This option triggers an alert when a backup failure\u00a0is caused by a specific error and is unlikely to resume without intervention.<\/li>\n
- Log Digests: <\/strong>Selecting this option sends a report containing the last 500 log entries for the agent and as a result, can be large.<\/li>\n<\/ol>\n
<\/p>\n
Partner Portal Alerts<\/p>\n
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- Device Hardware Alert : <\/strong>Configure this option to provide notifications if there is a hardware issue or a SMART\u00a0status alert for the device.<\/li>\n
- Device Not Seen Alert: <\/strong>This alert will send\u00a0if the\u00a0appliance fails to\u00a0check in with the Datto remote monitoring servers within a specific length of time (60 minutes by default). Do not change this value to anything less than 20 minutes as the devices check in once every 10 minutes.<\/li>\n
- Sync Completion Alert: <\/strong>This alert will send if the appliance\u00a0has not reached full sync within a set period (14 days by default). Set this value to two days or higher to avoid persistent alerts.<\/li>\n
- High Local Activity Alert: <\/strong>This alert will send if the total change written to the appliance’s storage (includes all snapshots, screenshots, offsite data, device updates, etc.) in a 24-hour window, from 4:00 am EST to 4:00 am EST the following day, exceeds a set amount (5 GB by default).<\/li>\n
- Low Disk Space Alert: <\/strong>This alert will send if your appliance\u00a0is running low on disk space. You can set the threshold for remaining space before receiving the alert.<\/li>\n
- External IP Alert: <\/strong>This alert will send if the external (public) IP address of the network where the Datto is communicating from changes.<\/li>\n
- Deletion Alert: <\/strong>This alert will send if more than a set amount of data (5 GB by default) is deleted from the appliance.<\/li>\n
- Protecting half device’s storage capacity: <\/strong>This alert will send if the total amount\u00a0of protected data surpasses half the device’s capacity. The alert triggers when the total amount of data to protect exceeds\u00a0what the appliance should\u00a0support.<\/li>\n<\/ol>\n
Backup Appliance Specifications<\/h3>\n
MSx Managed Backups uses Datto Siris 5, and Siris 5X appliances.\u00a0 The following list shows the specifications of all models currently offered by TPx.<\/p>\n
- Device Not Seen Alert: <\/strong>This alert will send\u00a0if the\u00a0appliance fails to\u00a0check in with the Datto remote monitoring servers within a specific length of time (60 minutes by default). Do not change this value to anything less than 20 minutes as the devices check in once every 10 minutes.<\/li>\n
- Weekly Backup Reports: <\/strong>This option sends a full report of all backups taken during the calendar week. Your Datto appliance will send this report every Sunday at midnight.<\/li>\n
- Local Data Retention:<\/strong>\u00a0 TPx standard local Data retention is 3 months. By default,\u00a0intra-daily backups are retained for 7 days. After\u00a07 days, it keeps daily backups for 1 week. After 1 week, it keeps weekly backups for 1 month. After that, monthly backups are kept for 3 months.<\/li>\n
- Getting started with the Linux Device Agent<\/a><\/li>\n
- OPTIMUM:<\/strong>\u00a0 MSx Managed Backups \u2013 OPTIMUM service is designed for organizations that want a turn-key managed solution. All CORE features are included and in addition, TPx will manage and administer the customer\u2019s backup jobs.\u00a0 This includes 24\/7 monitoring, responding to backup alerts, restarting failed backup jobs, helping restore files\/folders or complete systems, initiating local or cloud virtualization and more.<\/li>\n<\/ul>\n
![\"\"](\"https:\/\/www.tpx.com\/wp-content\/uploads\/2020\/04\/Datto-Siris-5-Specs.png\" "\\"\\"")
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