UCBackup service agreement

In order to ensure an understanding of mutual expectations for the UCBackup service, the following responsibilities for IST and you, our customer, are delineated.

Customer responsibilities

• With procedural assistance from IST or a department's technical coordinator, obtain, install, upgrade, and customize as necessary, appropriate client software for the system. (The cost of client software is included in the monthly UCBackup service charge.)
• When necessary, provide a contact person who is technically able to install, upgrade and configure software on the system and look at various logs.
• Determine what data needs to be backed up.   By default the software will attempt to backup all eligible data that is NOT excluded. 
  
• When contacting UCBackup for assistance, please provide the following:
  
1. Detail description of the problem
2. Time Frame of the problem
3. TSM Configuration files
   
4. TSM Logs (ie, dsmerror.log and dsmsched.log)
5. Any relevant system logs
   
• Provide regular TCP/IP connectivity to the campus network for both backup and restore functions. (If a system is replaced, connectivity to the campus network must exist before a restore of the backed up data can be done). 
  
• Access from outside the Berkeley network is not guarantee and this will be phased out for existing users.  
  
• New users will only be able to connect from the UC Berekeley network. 
  
• If a problem is detected then the session can be canceled to prevent issues from propagating. 
  
• Ensure backups are being performed properly by looking at logs the client software creates, client configuration and reports provided by IST.
• Ensure users/technical contact information are up to date in the UCBackup Servers and IST Shopping Cart.
  Please note that we cannot update the information in the IST Shopping Cart.  
  
• User or department's technical contact are responsible for canceling service. 
  
• Cost for the service is based on occupancy (how much data is stored) with a minimum of $1.00/month.  
  
• Review UCBackup website (http://ucbackup.berkeley.edu) for client requirements and additional information.

 
IST responsibilities

• Provide a central backup server running backup software and connected to the campus network. This service will be available at least Monday through Saturday, 7:00 am to midnight, except in emergencies.
• Provide email assistance to customers not supported by a department's technical coordinator. Assistance with emergency restores of data will be given priority over other queries for assistance.
• Provide management for all aspects of backed up data and its associated media. Management includes maintenance, security, record keeping, and exception reporting.
• Provide a  report, via email, to the  primary user and your department's technical coordinator.

Disclaimer of warranty

In providing the UCBackup service, IST will take utmost care that no data is lost or destroyed. However, in making such a statement, IST is not warranting that data loss cannot occur because of software, hardware, or operational error. In particular, IST will not be liable for:

1. loss of, or damage to, your backed-up records or data, or
2. any damages claimed by you based on any third party claim.

You are solely responsible for the selection of the UCBackup service and the results of such service.