Service Description for Optional Services Cloud Backup

This Service Description for Optional Services (“SDOS”) describes generally the features of the Optional Services:

C. Cloud Backup

Capitalised terms used in this SDOS and not otherwise defined have the meaning set out in the Terms or other documents comprising the Agreement. Dimension Data may amend this SDOS from time to time, including by adding or removing Optional Services, by posting the updated version at this URL or otherwise providing notice to Client.

Note: A Cloud Backup Network (defined below) is a Dimension Data Network for the purposes of the Public IaaS and/or Private Cloud Service Level Terms and the applicable Service Levels and Service Level Credits apply.

C. Cloud Backup


1.1 Cloud Backup is intended to allow Client to manage backup and recovery of data and application information by allowing Client to store and restore data and application information on a network comprising firewalls, routers, switches, servers and storage (“Cloud Backup Network”) which is connected to the applicable MCP.

1.2 Cloud Backup is designed as a self-service offering with Client’s Administrator responsible for managing Cloud Backup activities using the Cloud Backup Portal (defined below). Cloud Backup can also be automated using the API.

1.3 Depending on the Cloud Backup offering selected, using Cloud Backup, Client can choose to store: (i) individual files (“Files”); (ii) entire directories and folders within the files systems of the OS  (“Folders”); (iii) operating system state data including registry values (“Operating System States”); and (iv) application specific information (“Application Data”) (collectively “Backup Data”)

1.4 Client is able to restore the Backup Data either: (i) by overwriting and replacing the current version of that data and application information with the Backup Data (restoring “In-Place”); or (ii) in a new location so that the Backup Data does not overwrite or replace the current version of that data and application information (restoring “Out-of-Place”).

1.5 Cloud Backup is available as an Optional Service for Dimension Data Public IaaS and Private Cloud Services.


There are three (3) plans for Cloud Backup: (i) Essentials; (ii) Advanced; and (iii) Enterprise. The different plans have different features and fees.

2.1 Features common across Cloud Backup. All Cloud Backup plans have the following features:

(a) Backup Data is stored on the MCP in the selected Locations and Geographies

(b) Primary and secondary storage options allowing Client to decide to store Backup Data in different Locations and Geographies

(c) Cloud Backup can be provisioned and managed as follows:

     (i) for Cloud Servers using the Service Portal or API;

     (ii) for other servers using the Cloud Backup portal or Cloud Backup API (collectively the Service Portal and API and the Cloud Backup portal and Cloud Backup API are referred to as (“Cloud Backup Portal”) 

(d) Using the Cloud Backup Portal Client can review the status, success rate and coverage of Cloud Backup

(e) Client can select pre-configured Backup Data retention periods and pre-configured windows for performing Cloud Backup activities

2.2 Essentials. Cloud Backup Essentials has the following additional features:

(a) Cloud Backup for Files and Folders

2.3 Advanced. Cloud Backup Advanced has the following additional features:

(a) Cloud Backup for Files and Folders

(b) Cloud Backup for Operating System States

2.4 Enterprise. Cloud Backup Enterprise has the following additional features:

(a) Cloud Backup for Files and Folders

(b) Cloud Backup for Operating System States

(c) Cloud Backup for Application Data as follows:

  • Microsoft Active Directory
  • Microsoft SQL Server
  • MySQL Database
  • PostgreSQL

Some Cloud Backup restore activities for Application Data require Client to complete a Service Request in which case Dimension Data will endeavour to initiate the restore within two (2) hours of receiving the Service Request.


3.1 Ordering. Client may order Cloud Backup via the (i) Cloud Backup Portal; or (ii) by using an Order Form for Optional Services

3.2 Fees. The monthly Fees payable for Cloud Backup will be invoiced in arrears and calculated as follows:

Fees per Cloud Server = Plan Fees + Usage Fees

Plan Fees = Plan Daily Rate X days (or part) in the month the plan was used on that Cloud Server

Usage Fees = Plan Usage Rate X GB Days

Plan Daily Rate” means the rate per day per Cloud Server based on the Cloud Backup plan selected.

Plan Usage Rate” means the rate per GB Days based on the Cloud Backup plan selected.

GB Days” means amount of storage (in GB) multiplied by the number of days Backup Data is stored in the Cloud Backup Network used by the backup system for a particular Cloud Server. The storage requirement for a Cloud Server is a function of the size of the Cloud Server, the retention period selected and the amount of daily change on that Cloud Server. The Storage consumed is calculated after compression and de-duplication.


4.1 Client is responsible for installation and configuration of the Cloud Backup software agent on Client’s server(s), whether Cloud Servers or other servers.

4.2 Dimension Data does not control, and disclaims all responsibility and liability in connection with, Client’s choice of Cloud Backup plans and Client’s use of Cloud Backup. Client is solely responsible for using or not using Cloud Backup, choosing how to use Cloud Backup including deciding what data or Client Content to backup and restore, when to make copies, confirming whether a Cloud Backup activity has been successful or not, how long to keep Backup Data and whether to restore Backup Data In-Place or Out-of-Place.