A. General - Microsoft 365
Which Microsoft 365 services are backed up by Cloud Recovery Backup for Microsoft 365?
Cloud Recovery backs up up the following Microsoft 365 items:
- Outlook email and calendars
- Sharepoint sites
- Teams chat and channels
- OneDrive for Business
Cloud Recovery backups use Veeam’s Microsoft 365 backup software.
There are some limitations which are listed here
https://helpcenter.veeam.com/docs/vbo365/guide/vbo_considerations.html?ver=60#backup
How often will my Microsoft 365 data be backed up?
Your Microsoft 365 data will be backed up once daily as standard.
Do I need to install any software to allow data protection of my Microsoft 365 data?
No, you do not need to install any software to allow data protection of your Microsoft 365 data. Cloud Recovery runs all the infrastructure and software needed in our datacentres and in Microsoft Azure’s cloud. We keep the infrastructure secure and working 24/7.
What happens when users are disabled, removed or deleted in Microsoft 365?
When a user is disabled, removed or deleted from Microsoft 365, the user’s backup data will remain in your backups until the retention period of the user and/or the user’s items elapses.
How do I manage the Cloud Recovery Backups for Microsoft 365 service?
The service is managed via the Cloud Recovery Customer Portal. The Cloud Recovery Customer Portal allows you to:
- Configure your Microsoft 365 backup
- Set your Microsoft 365 backup scope and retention period
- Access self-service restore tools
- Open customer support and billing tickets
- View your invoices
Can I exclude users or items from the data protection scope?
Yes, you can exclude users and/or items from the data protection scope using the Cloud Recovery Portal.
What types of backup retention are available?
You can choose either ‘Snapshot-based’ or ‘Item-level’ retention of your Microsoft 365 Backup data.
You can read more about the retention types in the ‘Veeam Backup for Microsoft 365 6.0 User Guide’.
Explanations of the retention types are available on the links in the below table.
| Retention type | URL link |
| Snapshot-based retention | https://helpcenter.veeam.com/docs/vbo365/guide/retention_policy.html?zoom_highlight=retention+coverage&ver=60#snapshot-based-retention |
| Item-level retention | https://helpcenter.veeam.com/docs/vbo365/guide/retention_policy.html?zoom_highlight=retention+coverage&ver=60#snapshot-based-retention |
What is the service SLA?
The service is provided with a 99.99% uptime SLA.
What are your support hours?
We offer round-the-clock, year-round technical support to address emergency issues related to backup or restore processes.
We handle all non-emergency technical inquiries during UK business hours, which are from 9:30 am to 6:00 pm.
Can you provide immutable backup copies to customer storage?
Backup copy jobs are available as an add-on feature. Backup copy jobs can be configured to store backup data in a customer’s own compatible object storage.
Immutability is supported for compatible object storage.
Pricing for this service is determined by the customer’s backup copy requirement.
Existing customers can raise a support ticket for more information on this service. Prospective customers wanting to know more about this feature can contact us at [email protected] for more information.
B. Trust - Microsoft 365
How do you keep backup data safe?
We take the security of our backups very seriously. To ensure the safety of your data, we encrypt all data in transit and at rest. Additionally, we follow the ISO27001 standard for information security management.
We are dedicated to limiting both technical and social attack vectors. In order to achieve this, we only accept electronic service tickets as a means of contact regarding the services we provide to you. Furthermore, access to our service desk is strictly controlled through the required use of individual user two-factor authentication (2FA).
We also never publish case studies about our backup customers.
Do you encrypt data at rest?
Yes, all data at rest is encrypted using 256-bit Advanced Encryption Standard (AES).
What happens to my backup data if I cancel my Cloud Recovery backup subscription?
Microsoft 365 Backup data held in our backup repository will be deleted if you cancel your Cloud Recovery Backup for Microsoft 365 backup service.
The Cloud Recovery Backup for Microsoft 365 backup service configuration is held for 3 months after cancellation. The service may be restarted during this period but it will not contain any of the deleted Microsoft 365 Backup data.
Do you enforce multi-factor authentication for service management?
Yes, access to the Cloud Recovery Customer Portal requires multi-factor authentication for all enrolled users.
Do you security screen your employees?
Yes, all employees are security screened.
C. Regulatory - Microsoft 365
Are you an established company? Where are you based?
Cloud Recovery is a service by Extraordinary Managed Services Ltd. We are a United Kingdom based business, with offices in London and Edinburgh.
We have been providing data protection solutions to customers for over 20 years. In that time, we have protected the data of a wide range of organizations, including small businesses, banks, insurers, and government organisations. Our extensive experience and expertise in data protection have made us a trusted provider of these services to customers in a variety of industries
Where does Cloud Recovery Backup for Microsoft 365 store my Microsoft 365 backup data?
When you configure your Microsoft 365 backup service with us you’ll be given a choice of locations to store your Microsoft 365 backup data. The 4 current Cloud Recovery locations are:
- Central London (located in Digital Reality – London City)
- Edinburgh City (located in Pulsant – Edinburgh South Gyle)
- Azure UK South
- Azure UK West
Do you process any customer metadata outside of the United Kingdom?
No, all customer metadata is processed in the United Kingdom.
D. Pricing and ordering - Microsoft 365
How long does it take to provision a new Cloud Recovery backup service?
The Cloud Recovery for Microsoft 365 backup service starts to run immediately after you have signed-up and completed your backup configuration. Sign-up can be completed online using a credit or debit card. Our deployment system is fully automated and immediate, you can have your backups up and running in minutes.
The first initial backup will immediately start streaming data from Microsoft to our backup storage repositories. The first backup may take some time to complete depending on the size of your Microsoft 365 organisation.
Are credit and debit card details held securely?
Yes. Your credit and debit card details for initial and recurring payments are processed and stored by our payment gateway provider who are Level 1 PCI compliant.
The Payment Card Industry Data Security Standard (PCI DSS) is a set of security standards designed to ensure that companies that accept, process, store or transmit credit card information maintain a secure environment.
Are discounts available for longer contracts?
Yes. Please email us at sales@cloudrecovery.io if you want to discuss a longer term contract.
Can I increase or reduce the number of Microsoft 365 users in the backup? Can some users be excluded from the backup?
By default all users including new users will be included in the Microsoft 365 backup.
You can amend your backup scope, adding or excluding users from the backup, in the Cloud Recovery Customer Portal.
All users who are included in the backup scope during a month will be automatically be counted and included in your next monthly invoice.
What payment methods do you accept?
We accept Visa, Mastercard and American Express credit and debit cards.