Gartner's DR expert John Morency has a variety of tips for customers looking for the right questions to ask their provider. Here are some:
What to look for from your provider
-Provider's standing in the market, its portfolio of services and financial stability.
-Service-Level Agreement: Is it customized or generic?
-Size of installed base.
-Number of recoveries performed.
-Number of years in business, ownership, number of offices (domestic and international), names of the five largest clients, the length of relationship with each and contact information to serve as a reference.
-Organizational charts of key personnel assigned to your account and contact information.
-Experience with customers if similar size or industry as yourself.
Things to look for in a Service Level Agreement (SLA)
-Performance of virtual machines that are run in the cloud to ensure they match organization's needs.
-Geographic location of provider's support centers to ensure they can meet international service delivery requests.
-Disaster declaration procedure and incident management triage process.
-Targeted amount of time it should take to recover by industry:
" 0-2 hours: Communications, airline, financial services
" 2-8 hours: Defense, insurance, biotech, healthcare, manufacturing, utilities
" 8-24 hours: Consumer goods, retail distribution, government, non-airline transportation
" 24 hours+: Construction, distribution, food/beverage, publishing
What to look for from your provider's data center
-SSAE (Statement on Standards for Attestation Engagements) 16, SOC (Service Organization Control) 1, 2 and 3 formal certifications. Or, SAS (Statements on Auditing Standards) 70 Type II certification. SSAE supersedes SAS 70 certification.
-Data center meets requirements of the Uptime Institute's Tier 4 recommendations.
-99.995% uptime guarantee.
-Number of customers per virtual machines.
-Continuously manned site.
-User testing allowed.
-Detailed review of pricing structure.
-DRaaS pricing per tier.
-Additional necessary equipment fees.
-Cost-per-day of consulting, training services, including travel costs.
-Necessary software and license fees.
-Any other fees or charges customers pay.
This story, "Questions to ask your cloud disaster recovery provider" was originally published by Network World.