Restoration of Deleted Email Service Level Agreement
October 2012
Overview
This Service Level Agreement (SLA) defines commitments between iCIT and the campus community relating to the ability for end users or iCIT to recover emails that have been inadvertently deleted.
Service description
iCIT operates an enterprise data backup system that provides regular backups of the campus email service as well as other IT services. These backups are intended to guard against unintentional loss of data and provide the University the ability to recover data that has been lost or inadvertently deleted.
When a user deletes an email message, the message is moved to the user’s Deleted Items folder. This message will remain in the Deleted Items folder for 30 days unless the user purges the Deleted Items folder sooner than 30 days. Items in the Deleted Items folder are counted against the user’s email quota.
Once a deleted message is removed from the Deleted Items folder either via aging or via a manual purge, the message is saved in the system for an additional three weeks. Users can restore these messages without iCIT assistance by using the “Recover Deleted Items” function available in Outlook 2007 or 2010 or through Outlook Web Access at http://post.uww.edu.
Users that require assistance in restoring deleted messages can contact the TSC Helpdesk for assistance using the contact information below.
Roles and responsibilities
- iCIT responsibilities
- Email backup and recovery
- iCIT will manage and maintain the backup system infrastructure to an appropriate level to provide a three week recovery time for deleted emails.
- Customer responsibilities
- Take action timely to recover deleted messages Customers must take timely action in the event that emails need to be restored. Deleted emails are retained in the backup system for three weeks after removal from the Deleted Items folder and then are purged, so timely notification that a restore is needed is critical to being able to recover the data.
Scope of service
The scope of this Service Level Agreement covers restoration of deleted email.
Requesting service
The Helpdesk is the initial contact for all service related requests. Phone Number: 472-HELP (472-4357) or helpdesk@uww.edu
The hours during academic sessions are
- Monday-Thursday: 8 AM - 9 PM
- Fridays: 8 AM - 4:30 PM
Check the helpdesk website for summer and extended hours
Impact Level 2 and 3 service requests will be handled during normal business hours.
If a department/division does not receive a contact within the specified time for their Impact Level, an email should be sent to sla-icit@uww.edu.
Reporting problems
If a user has trouble restoring deleted emails, the user should contact the Helpdesk (472-4357) for support.
|
Impact Level |
Explanation |
Examples |
Initial Response Time |
|---|---|---|---|
|
Impact Level 1 |
Critical system down and in need to restore. No temporary or workable alternatives available |
Server hard drive failure requiring replacement and data restore. Since this SLA deals with individual email recovery, Impact 1 incidents are not expected. |
During Business Hours: Immediate response. After Hours:Best Effort |
|
Impact Level 2 |
Limited amount of users or groups are affected. Alternatives are available.
|
User deleted emails and needs them restored as quickly as possible to meet a business deadline. |
During Business Hours: Four hours After Hours:Best Effort |
|
Impact Level 3 |
Individuals are affected
|
User deleted emails and needs them restored but does not have an urgent need. |
Response will be within 2 business days. |
Fees and expenses
There is no charge associated with backup and restore for backup and recovery of email.
