Welcome to MSx Backups! This article will help you understand what to expect and how to get the most out of your service.
The MSx Backups Product combines leading Hybrid Local/Cloud Backup and Disaster Recovery (BDR) technology from DATTO with expert support delivered by TPx’s certified and experienced personnel to deliver a truly best-in-class BDR solution. TPx offers two service levels to meet the varied needs of our clients. CORE service is designed for organizations that have a capable IT staff and want to manage/administer their own backup jobs. TPx will onboard the solution – providing the initial setup and configuration of backup jobs and cloud replication, and provide system maintenance and technical support to ensure the technology is functioning optimally. OPTIMUM service is designed for organizations that want a turn-key managed solution. All CORE features are included, and in addition, TPx will manage and administer the customer’s backup jobs. This includes 24/7 monitoring, responding to backup alerts, restarting failed backup jobs, helping restore files/folders or complete systems, initiating local or cloud virtualization and more. Refer to MSx Managed Backups Product Description for more details.
The first step in the service relationship is Onboarding. Onboarding includes the start-up activities necessary to ensure that the ongoing service meets your specific technical and customer-service requirements. This includes remotely configuring the Backup Appliance, establishing local backup jobs and cloud replication schedules, performing and testing the initial backup and replication, inventorying & documenting all supported systems, and establishing communications processes. While establishing the backup jobs TPx will consider the unique needs and configurations of your systems, such as database instances and Line-of-Business applications, and will ensure that your data is protected properly and completely. The onboarding process is led by the TPx team, and with your engagement, is typically completed within about 40 business days. Refer to What to expect during MSx Managed Backups Onboarding for more details.
Once the Onboarding project is complete, Our Onboarding team will update all documentation in the customer runbook and transfer responsibility for supporting your MSx Backups service to the MSx Support Team. All the remote troubleshooting and repair, as well as ongoing monitoring and management activities, and file/system recoveries are delivered by the MSx Support Team. You have access to the support team any time 24x7x365 via phone and online service request. Refer to Accessing MSx Support for more details.
Account, Billing & Service Management
We recognize that your needs may needs change and you may have questions that do not require a technical support call. We’re here to help! As a valued customer, you will be assigned a dedicated Account Manager to help you manage these changes, answer your questions, and facilitate access to additional TPx resources as needed to ensure your complete satisfaction. You can also access the support department directly for simple changes such as adding an additional protected device, or reconfiguring an existing backup job. Billing inquiries can be directed to our finance department as needed. Refer to Account, Billing and Service Management for more details.