Support and Maintenance en Zurich
How we work in Zurich
Two numbers in writing, not two promises
How long at most it takes to get the system running again, and how much work can be lost in the worst case: if the backup is from the night before, a day is lost. Both numbers go in the agreement, along with what it would cost to bring them down. Saying that backups are taken tells you nothing.
The fault discovered nine days later
If something has been quietly corrupting data for more than a week and only seven days of backups are kept, the last good copy no longer exists. That is why retention is tiered: daily, weekly and the odd monthly one. The question is not how often you back up, it is how far back you can go.
The restore is rehearsed against a stopwatch
Once a quarter we bring your site up from nothing on a separate machine, working only from the backups, and note how long it took and what was missing. That record goes to you. A backup nobody has ever restored is an assumption, not a guarantee.
After the incident, the check that would have stopped it
When something breaks, fixing it is half the work. The other half is writing down what happened, in two pages and without looking for someone to blame, and adding the automated check that would have blocked that release. An incident that leaves nothing behind happens again, and usually worse.
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