Hornbill Service Parameters

“Service Parameters” are defined in the Hornbill Terms of service as: the system resources and any other parameters or limits of the SaaS Service.

These are set out below:

Emergency response to assess level of damage, decide whether to invoke the plan and at what level, to notify staff etc. (to be completed within 1 – 2 business hours of the disaster)
Provision of an emergency level of service (within 4 business hours of the disaster)
Restoration of key services ( within 8 business hrs of the disaster)
Recovery to business as normal. (within one week of the disaster)

RTO in the event that a specific instance requires to be restored from backup

Hornbills RTO is 2 hours to build a new system from backup and restore all data. This is dependent on the size of the systems data.

By way of illustration; In undertaking our DR tests restoring a system that had 100GB of data took 3 hours.

This represents the 'Maximum Data Loss Time Period': RPO is a maximum of 24 hours (last 23:00 backup) However Hornbill aims for 15 minutes.

The period of time by which Hornbill will retain data is set to 30 days.

The period of notice required from the customer in respect to getting a copy of the customers data; this is defined as 14 days.

The frequency with which the customer can request a copy of their data at no additional cost: is set to (1) once per 90 day period.

Each Hornbill instance is provisioned with 30GB of storage as standard.

Each Hornbill instance is provisioned with 2 Shared Hornbill Mailboxes as standard.

Contents