Operations Level Agreement (OLA) for Backup and Recovery

Summary... 6
Audience... 7
How to use this Template...8
Title... 9
Document History... 10
OLA Management ... 10
Introduction... 11
   Definition of Terms SLA, OLA, SLR, OLR, SLM.. 11
   In Scope / Out of Scope... 13
   Boundaries to other teams... 16 Backup... 17
   Backup of Filesystems... 17
      Data covered by the backup... 17
      Data to be excluded from backup.. 18
      Data to be separated to a special set of tapes because of legal restrictions.. 19
      Backup Technologies... 20
      Shutdown of Application before Backup.. 21
      Backup Volume...22
      Time of Backup...23
      Frequency of Backups... 23
      Performance...24
      Backup Reliability...25
      Notification / Escalation... 25
      Other Features... 26
   Database Backup...27
      Basic Backup Methods... 27
      Advanced Backup Methods... 28
      Backup of Transaction Log Files (e.g. Oracle Archivelog Files).. 29
      Special configuration for certain tablespaces (Very Large Databases only).. 30
      Performance...31
      Backup Reliability...32
      Notification / Escalation... 32
Retention... 33
   Security... 33
      Physical security... 33
      Logical Security... 33
   Tape Cloning...33
   Offsite Storage... 34
      Protection against natural and man-made disasters.. 34
      Legal / Regulatory Constraints .. 35
      Other Restrictions... 35
   Disposal of backup media... 35
Restore...36
   Restore of filesystem backups... 36
      Restore of files executed by:... 36
      Restore to points in the past...36
      Placement of restored files:... 37
      Known Restore-Restrictions from differential backups.. 38
      Bare Metal Restore ... 39
      Performance of Emergency-Restores.. 40
   Database Restore... 41
      Overview Restore Scenarios... 41
Restore Tests (not including disaster recovery exercises).. 42
   Hardware resources for restore tests.. 42
      Required successrate of restore tests.. 42
   Participation in Disaster Recovery Exercises.. 43
Service Catalogue: Additional Services.. 44
   Additional manual Backup ... 44
   Daily tar and compress...44
   Backup and Remove (“Archiving”)..45
Service Management... 46
   Service Hours... 46
      Backup... 46
      Restore... 47
      Changes / Service Enhancement Requests..47
   Requesting change of services and additional services.. 48
   Reporting / Communication...49
      Immediate Reporting of problems and incidents.. 49
      Monthly / Quaterly Service Level Reporting (SLR)..49
      Usage Reporting... 49
Charges and Licenses... 50
Audits...51
   Customer auditing the backup team.. 51
   Backup Team auditing external service providers.. 51
Quality Statement... 52
Acceptance Signatures for this OLA.. 53