Hi Fernando,
Please find below information related to ISM DR.
Service Assurance and Disaster Recovery Process
Serviceaide employs various processes and technologies to monitor the Cloud Service, promptly respond to alarm conditions
and assure that the service meets contracted Service Level Agreements.
• Network Operations Center (NOC) is staffed by a dedicated, trained team of network experts. The NOC is a secure
room with badge access that is granted only to necessary individuals.
• Monitoring – Serviceaide Service is monitored from multiple geographic locations around the clock (24x7x365) to
enable ongoing availability and performance
• Well-defined Change Process – Serviceaide operating practices follow standard software development lifecycle and
change management processes using the ITIL framework.
In case of a complete data center failure, the disaster recovery plan enables latest restorable time for a database (DB)
instance typically to a point in time which is within 24 hours of the current time, i.e. maximum data loss measured in time will
not exceed 24 hours. Besides, the maximum time it takes after a disruption to the Intelligent Service Management service and
restore it back to its service level, will not exceed 8 hrs. For example, if a disaster occurs at 12:00 PM (noon) and since the
recovery time object (RTO) is eight hours, the DR process should restore the Intelligent Service Management services to the
acceptable service level by 8:00 PM.
• Components of recovery:
o Data is atomically replicated/updated in multiple locations with the ability to reverse the flow of data
replication in case the primary database server is down
o Clustered instance configured as part of the Failover Cluster also part of the disaster recovery solution for
e.g. in case a hardware impairment in detected on the database server
o Database server cluster nodes are dispersed across Availability Zones, that are engineered to be isolated
from failures in other Availability Zones.
• Disaster recovery testing:
o If the disaster recovery process is not initiated during a calendar year, a test will be done.
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Sai kiran
support engineer
serviceaide
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Original Message:
Sent: 06-28-2019 12:06
From: Fernando Luiz Silva
Subject: Planing Discovery disaster
Hi there...
Is there any docs that inform how much time we can get back from a scenario were the system needs to be fully restored? This information must be part of a disaster recovery plan of my company.
There are something like that around?
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Fernando Luiz Silva
Boa Vista Servicos
São Paulo
55 11 4734-3038
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