SUPPORTHow do I invoke my Disaster Recovery service?
Please note: This guide is for Backup Direct Disaster Recovery customers only. It is not relevant to our PC or Server Backup, Data Encryption or Email Protection Suite subscribers.
If you are a Disaster Recovery customer and you need to invoke a system failover - you will require the following:
- The availability of one of your pre-established "DR Authority" staff members. They will need to authorise the process.
- The nominated DR Authority will then need to provide their pre-established security password in order to complete the authorisation.
Please note: As a customer of Backup Direct Disaster Recovery you are entitled to invoke the service at any time and for any reason. However, please remember that service invocations incur a one off fee per server. Migrating back from an invoked service will also involve some work on the customer’s part and therefore invocation needs should be considered carefully before execution.
How to contact the Service Team when requiring an invocation
Should you need to invoke Disaster Recovery you should call the invocation number - 08445 499 000.
This telephone line is an automated service. It will eventually forward you to a duty member of staff who will commence the invocation process with you. (Please note that the phone service will hunt for backup telephone numbers if the primary contact doesn't answer for any reason. Please hold on the call even if it goes unanswered for a period of time).
When you call the Emergency Invocation number you will be greeted and then offered a number of options. Please listen to all the options before making a choice. The options are as follows:
- Press 1 for business hours invocations. Select option 1 if you are calling between 09:00 and 17:30. This will forward you straight to the invocation line.
- Press 2 for out of hours invocations. Select option 2 if you are calling at any time after 17:30 and before 09:00. This option will call the duty engineer and then will hunt to further phones if necessary, so please hold until you are connected.
- Press 3 to escalate an invocation request. Select option 3 if you haven’t had a prompt call back and wish to escalate directly to Management. This option will hunt between phones so please hold until you are reconnected.
- Alternatively call 07654 387 159 This is the number of a Pager that is carried at all times by the duty engineer. It provides a back up contact method if other routes have failed.
