Backup & Recovery Policy

1. Purpose

This policy defines how Method13 manages backups and provides recovery services for customer environments. It is intended to set clear expectations for disaster recovery (D/R) protections and customer-initiated restore requests.

2. Scope

This policy applies to all hosting, virtual desktop, and managed service customers of Method13.

3. Backup Retention

  • Method13 maintains rolling system backups for 30 days maximum.

  • After 30 days, backups are automatically purged and are no longer available for recovery.

  • Backups are intended to support both disaster recovery and customer-initiated restore requests as defined below.

4. Disaster Recovery (D/R) Use

  • Backups are maintained to restore services in the event of a system failure, data loss, or infrastructure outage.

  • Method13 is responsible for initiating recovery actions when a D/R event occurs.

  • D/R recovery operations will be prioritized by business impact and severity of the event.

5. Customer-Initiated Restores

  • Customers may request restores from available backups.

  • Customer-initiated restores are subject to the usage and support burden practices defined in the Method13 Terms of Service (TOS) and Acceptable Use Policy (AUP).

  • Restore requests may require service credits, fees, or scheduling depending on scope and complexity.

6. Exclusions & Limitations

  • Backups are provided as a best-effort service. Method13 cannot guarantee recovery of data that has been deleted, corrupted, or otherwise unavailable outside the 30-day retention window.

  • Customers are responsible for ensuring their own backup strategy if regulatory, contractual, or operational requirements extend beyond Method13’s standard retention.

  • Method13 does not guarantee recovery of individual files unless specifically included in the service agreement.

7. Responsibilities

  • Method13 is responsible for performing and validating system-level backups, executing D/R recovery when needed, and processing customer restore requests in line with this policy.

  • Customers are responsible for understanding this policy, requesting restores within the retention period, and ensuring their usage aligns with Method13’s TOS and AUP.

8. Policy Review

This policy will be reviewed at least annually and may be updated as necessary to reflect service changes, customer needs, or compliance requirements.

 

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