Unitrends DRaaS

FAQ

Unitrends Disaster Recovery

as a Service (DRaaS)
Frequently Asked Questions

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Unitrends DRaaS
FAQ

Unitrends Disaster Recovery

as a Service (DRaaS)
Frequently Asked Questions
Unitrends Disaster Recovery as Overview
a Service (DRaaS) delivers rapid
1. How does DRaaS work?
spin-up of your critical applications
First, deploy a Unitrends backup appliance (Recovery-Series or Unitrends Enter-
in the Unitrends cloud, at a cost
prise Backup) for data protection at your primary site. Then, choose the critical
significantly lower than building
assets you want to mirror in the Unitrends Cloud and be available for rapid
and managing your own off-site DR.
spin-up in the event of disaster. These assets may be Windows physical servers,
Working in tandem with Recovery-
VMware virtual machines, or Hyper-V virtual machines (VMs). Then, work with
Series or Unitrends Enterprise
your Cloud Ops contact at Unitrends to enroll these VMs in DRaaS and complete
Backup appliances, Unitrends DRaaS
DR testing. Automated DR testing is available with ReliableDR at an additional
provides business continuity and
cost.
disaster recovery (BC/DR) in the
For more a step-by-step explanation and diagram of how DRaaS works, see the
secure Unitrends Cloud.
Unitrends DRaaS datasheet.

Service Level Agreement (SLA) and

Purchasing Questions
2. How fast will my protected systems be recovered on the Unitrends Cloud in
the event of a disaster?
Unitrends guarantees a Recovery Time Objective (RTO) of one hour or less per
protected Virtual Machine (VM).

3. Where are Unitrends DRaaS data centers located?

Unitrends DRaaS data centers are located in the United States, Canada, Germa-
ny, the UK, and Australia. Customers in these regions may enroll in Unitrends
DRaaS. Optional seeding services are available in the U.S.

4. How does Unitrends maintain data sovereignty and meet each countrys
privacy regulations? Will the customers data remain in their geographic
region or be at risk of cross-replication outside of the country?
Unitrends Cloud data centers are compliant with each respective countrys pri-
vacy regulations and data housing policies. Data stored in the Unitrends Cloud
will remain in the originating country and will not be replicated outside of the
country.

5. What if there is an outage at the Unitrends Cloud data center? What kind of
redundancy is built in?

All Unitrends Cloud leverages a high availability cloud strategy with redundant
copies of data replicated automatically to multiple locations within the

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Unitrends DRaaS
FAQ
Unitrends Cloud. With these high levels of redundancy,
the customers data is always available in the event a
restore is needed. Redundancy is maintained within the
same country as the originating data center to ensure
privacy regulations and other in-country data housing
policies are met.
6. What are the purchasing options for Unitrends DRaaS?
Unitrends DRaaS is an add-on DR subscription service
available to customers with a Unitrends backup appliance
(Recovery Series or Unitrends Enterprise Backup) and
a Unitrends Cloud account (Forever Cloud or No Limits
Cloud). The DRaaS subscription is enrolled on a VM per
VM basis. You select only the VMs (Windows Physical*,
VMWare, or Hyper-V) that need business continuity in
the Unitrends Cloud during an outage or disaster at the
primary site.
*Note: If you received DRaaS VMs bundled at no charge
with your cloud account, these free DRaaS licenses
apply only to VMware and Hyper-V virtual machines that
are protected in a agentless manner at the hypervisor
level. If you require any of the following configurations
to be protected by Unitrends DRaaS, a purchased
license is required:
Physical machines protected with an agent.
Virtual machines being protected with an agent
inside the guest operating system. Examples when
customers would use an agent inside a guest
include a VM using iSCSI passthrough disks, a VM
configured with physical RDM disks, or an agent
installed for protecting applications at a granular
level.
7. What is the payment schedule for Unitrends DRaaS?
Unitrends DRaaS is offered as an annual subscription per
VM.
8. How are DRaaS VMs configured?
DRaaS is licensed per protected asset under the DRaaS
subscription. The DRaaS assets get spun up in the Uni-
trends Cloud with at least 2 cores and 4GB of RAM by
default. If you need more compute, please contact Uni-
trends Cloud Operations to adjust the compute require-
ment.
9. Does Unitrends allow potential customers to evaluate
DRaaS?
Yes, please contact your Unitrends Partner or Sales Rep
unitrends.com
for further details.
10. What are the terms and charges for canceling or
terminating a Unitrends DRaaS contract?
To terminate a Unitrends DRaaS contract, provide a writ-
ten notice to Unitrends 30 days in advance of the desired
cancellation date. Customers on a monthly payment
schedule will be charged an early termination fee equal
to all unpaid monthly subscription fees remaining for the
term of the contract. However, if the customers contract
terms ends in 30 days from the receipt of the written
notice, no early termination fees will apply. Customers
with annual payment schedules do not incur any early
termination fees but will not be given a refund for any
unused portion of the contract term.
11. What operating systems are supported?
Unitrends Cloud and DRaaS supports a wide variety
of operating systems and hypervisors as shown in the
Unitrends Compatibility and Interoperability Matrix. Uni-
trends DRaaS with physical Windows systems must meet
the requirements of Windows Instant Recovery as noted
within the Unitrends Administrators Guide.
Additional Service and
Implementation Questions
12. What are my responsibilities as a DRaaS customer?
Customers who have purchased DRaaS must abide by
all responsibilities set forth in the Unitrends Cloud Terms
and Conditions Agreement. In addition, customers must
agree to follow these additional specific terms for DRaaS:
Onboarding: The customer will facilitate the onboarding
process for DRaaS by providing Unitrends with the follow-
ing information:
A list of identified Protected Servers (i.e., hostname
and IP address) whose data are to be replicated to
the Unitrends Cloud;
The respective boot order of the Protected Servers
on the Unitrends Cloud in the event of a Disaster;
Names and contact information for individuals
who are authorized to contact Unitrends to declare
Disaster events.
13. What documentation will Unitrends provide to the
customer as part of the on-boarding process?
As part of the onboarding process and initial disaster
recovery testing, Unitrends will prepare a DRaaS Prep Kit
Unitrends DRaaS
FAQ
specific to each customer that contains information ref-
erencing the Protected Servers and the Disaster Recovery
Environment (DR Environment) on the Unitrends Cloud.
14. How will the Disaster Recovery plan be written and
communicated?
Unitrends will provide the DRaaS Prep Kit to the cus-
tomer to prepare their Business Continuity and Disaster
Recovery Plan (BC/DR Plan). The customer is fully and
solely responsible for their BC/DR plan and the use of
the Unitrends services as defined by Unitrends Cloud
and Disaster Recovery Services. The customer will write,
maintain and, when necessary, execute a BC/DR Plan that
is specific to their company and business.
15. Who is responsible for providing network access?
The customer is responsible for providing adequate public
network access for any temporary sites or remote users
for the purpose of accessing Protected Servers running
on the Unitrends Cloud during Disaster Recovery Events
(DR Event) or Disaster Recovery Testing (DR Testing).
Monitoring and network specific settings are determined
by the customer and not part of the customers SLA with
Unitrends.
16. How will access to the disaster recovery (DR)
environment be managed?
Customers will be allowed to access the DR Environment,
which is in a secured and isolated portion of the Unitrends
Cloud that maintains the Customers Protected Servers,
for a maximum of 30 days within a 12-month contract
period. This access can be either during a DR event or as
part of DR testing. Extensions can be made to the 30 Day
periodcontact Unitrends for more information.
17. How will DR testing be scheduled and managed?
Manual DR testing can be scheduled with the Cloud Ops
team. Automatic testing services may be purchased via
the ReliableDR add-on per VM.
For automatic testing with ReliableDR (optional
add-on):
Purchase the ReliableDR add-on for automatic, full
validation DR testing. This add-on is provided on
a per VM basis. As part of ReliableDR automated
testing, Unitrends provides the customer with
monthly compliance reports, which include
Recovery Point Actuals (RPA) reports and Recovery
Time Actual (RTA) reports. Automatic testing with
unitrends.com
ReliableDR does not use time from the 30-day
maximum access allowed per 12-month period.
For manual testing:
The customer will contact Unitrends to schedule
periodic testing. The date for such testing will be
mutually agreed to by both parties. The DR Testing
provides the means for the customer to validate
their BC/DR Plan and to determine i) if there are any
gaps or omissions resulting in changes or updates
to the BC/DR plan; and ii) if the Unitrends DRaaS
meets their RPO/RTO requirements. The duration of
all scheduled DR Testing must be within the 30-day
maximum allowed per 12-month contract period
as indicated in the DRaaS Service Schedule and
Agreement.
18. If I bought ReliableDR or Unitrends Enterprise Backup
Enterprise Plus Edition, do I automatically get the
ReliableDR add-on for my DRaaS VMs?
No. The ReliableDR add-on for DRaaS must be purchased
separately. Contact your sales associate or partner to add
ReliableDR for DRaaS.
19. How does the customer declare a disaster event?
In the event of a disaster, where the customers prima-
ry site has become unavailable, the customer contacts
Unitrends to declare a DR Event. Upon such declaration
of disaster, Unitrends will establish the customers DR en-
vironment on Unitrends Cloud and provide the customer
secured network access to the identified Protected Serv-
ers running on the Unitrends Cloud as Virtual Machines
(VMs) or virtualized computer systems. The customer
gets one FREE DR declaration per 12-month contract
period. The customer is allowed to access their DR Envi-
ronment for a Maximum of 30-Days within a 12-Month
contract period without additional charges as indicated in
the DRaaS Service Schedule and Agreement.
20. How are change requests handled?
If a customer requires changes, such as add/delete/
change to Protected Servers or any other aspects of their
BC/DR Plan that may impact the DRaaS service, the cus-
tomer contacts Unitrends to schedule DR Testing, during
which time the required changes can be implemented and
verified. Any changes made during DR Testing may result
in additional fees and may require additional purchase
orders.
Unitrends DRaaS
FAQ

21. How is failover managed?
The customer is responsible for managing the re-routing
of network data traffic and end-user access to the cus-
tomers computer systems from their production site to
their DR Environment on the Unitrends Cloud. Unitrends
will provide the customer with access to Protected Servers
running in the Unitrends Cloud via SSL Client VPN. The
customer is responsible for managing any external public
IP addresses and updating any DNS settings required for
re-routing of data traffic.
22. How is failback managed?
To support the re-building of customers production site,
Unitrends will provide to the customer a replacement
appliance (equal or larger than the size of the customers
on-premise appliance), NAS or removable media contain-
ing replication data stored on the Unitrends No Limits
Cloud, as well as backup data from the customers Pro-
tected Servers running on Unitrends Cloud during the DR
Event at no cost. Once the customer has completed the
re-building of their production site, the customer will have
the option to either return the replacement appliance to
Unitrends or to purchase the replacement appliance. In
addition, the customer is responsible for managing the
re-routing of network data traffic and end-user access to
the customers computer systems running as VMs on the
Unitrends Cloud to their new or re-built production site.
23. Is the Unitrends Cloud hosted in a secure, certified
data center?
The Unitrends Cloud data centers are located within SSAE
16 type 2 compliant data centers. For more detail, please
read Unitrends Cloud and SSAE 16 Certification FAQ.
24. In the event of disaster, how does the VPN work for
customers to access the Unitrends Cloud? Is the VPN
set up set before or after the declared disaster?
Unitrends will provide a connection via an SSL VPN appli-
ance. Customer user accounts (logins and passwords) will
be set up and tested during the on-boarding process.
25. Does the VPN connect to individual VMs, or a grouped
environment?
Customer IT administrators will authenticate via a web
URL (provided to the customer during the on-boarding
process). Once authenticated, the IT administrator can
SSH or RDP to all VMs in the DR environment. Administra-
tors will use the same private IPs or hostnames as their
production environment.
26. Does the customer have access only to individual VMs,
or can he manage them at the hypervisor level?
Customers do not have access to the Unitrends Cloud at
the hypervisor level (i.e. VMWare vCenter), but access to
VMs and their hosted applications can be set up, tested,
and documented in advance during the on-boarding
process. For example, if the mission-critical application is
Microsoft Exchange, then a public IP will be provisioned
and customer can set up a DNS change to re-route traffic
to the disaster recovery (DR) environment during a DR
event.
27. What security features are set up with Unitrends
DRaaS?
Customers will receive a virtual firewall with industry stan-
dard stateful inspection enabled. Custom firewall settings
including VPN tunnels can be applied and configured,at
the time of a DR failover.
28. What interface is used to manage the DR environment?
Unitrends Cloud Operations will manage the customers
DR environment via the VMware vCenter user interface,
but customers will not have access. The Unitrends white
glove service takes care of everything.
29. What happens to my data if I terminate my
subscription?
Unitrends deletes the data stored in the Unitrends DRaaS
cloud 30 days after termination.

About Unitrends

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