EchoServ+™
EchoServ+™ is Digital Boardwalk’s backup solution for Digital Boardwalk’s infrastructure as a service (“IaaS“) offering (BuzzServ+™). EchoServ+™ is designed to reduce the risk of data loss due to accidental deletion, malicious intent, and other common data loss events.
1. Application of Services, Inclusions, and Exclusions
The application of Services, Inclusions, and Exclusions as detailed below is determined by the level of service for Computers and Servers as well as the type of service delivered. See Application of Services for details.
2. Platform Limitations
Due to limitations and restrictions within the Apple macOS operating system, some Services may not be available to macOS devices. To indicate which platforms a Service is applicable to, the following identifying icons will appear next to the Service:
Service is available for Microsoft Windows devices.
Service is available for Apple macOS devices.
3. License
Service Provider delivers backup licenses to Customer for BuzzServ+™ IaaS infrastructure. Due to the resale structure of the license between the licensing vendor, Service Provider, and Customer, Customer may not have access to all administrative functions of the licensed product. Unless otherwise listed as an included service under 4. Services (Included), all other Services, including technical support for administrative functions to which Customer does not have access, are excluded from this Agreement and excluded from the cost of this Agreement.
4. Services (Included)
Service Provider delivers Services to Customer for servers listed as part of this Agreement. To be included as part of this Agreement, Servers must (i) have Service Provider’s remote monitoring and management (“RMM”) agent installed; and (ii) Servers must be covered by an active support agreement (e.g. SupportPro™, SupportPlus™, etc.). The following Services are listed as inclusions to this Agreement and are included in the cost of this Agreement:
4.1 Backup Resource Change Management
As required, and upon approval by Customer, Service Provider will increase/decrease backup resources. Backup resource change management is limited to remote delivery during Service Provider’s operating hours and does not include field support or travel to Customer’s business location. See Service Availability for operating hours information.
4.2 IaaS Backup Integrity Audits
Service Provider will perform a backup integrity audit of Customer’s protected Server(s) once per month. During the backup integrity audit, Service Provider will (a) verify the most recent backup of the Server(s) reports successful; and (b) select a random file or subset of files from the most recent backup of the Server(s), restore the file(s) to a temporary location in the IaaS environment, and verify readability of the file(s). Backup integrity audits are limited to remote delivery during Service Provider’s operating hours and do not include field support or travel to Customer’s business location. See Service Availability for operating hours information.
4.3 IaaS Backup Restore Coordination
Upon request by Customer to Service Provider, Service Provider will coordinate efforts with the IaaS vendor to restore from backup Customer’s Server(s). Support is limited to remote delivery during Service Provider’s operating hours and does not include field support or travel to Customer’s business location. See Service Availability for operating hours information.
5. Out of Plan Services (Excluded)
Unless otherwise listed as an included service under 4. Services (Included), all other Services are excluded from this Agreement and excluded from the cost of this Agreement. Service Provider may deliver Out of Plan Services to Customer at rates set forth in Standard Labor Rates. The following is a list of common services excluded, without limitation, from this Agreement, regardless of any statement that the Service is included in the cost of the Agreement:
5.1 Help Desk Support
Service Provider delivers remote technical support to fulfill Customer service requests. Support is limited to remote delivery during Service Provider’s operating hours and does not include field support or travel to Customer’s business location. See Service Availability for operating hours information.
6. Third Party Products
Service Provider provides products or services from third parties in connection with the aforementioned Services. The following is a list of third parties used in connection with the Services and their respective terms and conditions to which Customer accepts and agrees:
- Green Cloud Defense: https://greenclouddefense.com/policies/
7. Service Term
The initial term of this Service begins upon Service Provider’s activation of the Service (the “Service Activation Date“). Unless specified otherwise on the Quote, this Service is effective for a term of thirty-six (36) months from the Service Activation Date, or the term duration of the Agreement, whichever term is greater (the “Service Term“). Thereafter, unless terminated in accordance with the terms of this Agreement, this Service will automatically renew on the expiration of each Service Term for an additional Service Term.
Changelog
| Date | Previous Language | New Language |
|---|---|---|
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09/10/2024 |
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[Original Publishing] |
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08/25/2025 |
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Corrected the Standard Labor Rates hyperlink under 5. Out of Plan Services (Excluded) |