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We recently contracted to obtain an ID card system that is a one-card system including pay-down balances.  The system is installed in our data center on campus.  The vendor provided the system and did the install. 

When we go live with a new system, we generally verify that we have a backup that we can restore, based on the vendor identifying the files and services that require a backup.  We like to test, particularly given that the system stores financial data.  We also ask for the vendor to tell us what services require shutdown if there's an emergency shutdown and what services to start - in other words, shut down and start up procedures. 

According to this vendor, they have never had any clients request to execute a test of the backup/recovery or verification of backup/restore prior to go-live.

Has anyone ever encountered this with a vendor?
 

--
Theresa Rowe
Chief Information Officer
Oakland University
 
********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Comments

We just do it ourselves. God bless, Sam Young Chief Information Officer Point Loma Nazarene University Individualization ~ Achiever ~ Learner ~ Belief ~ Activator ________________________________ From: Theresa Rowe Reply-To: The EDUCAUSE CIO Constituent Group Listserv Date: Tue, 27 Sep 2011 08:45:09 -0700 To: "CIO@LISTSERV.EDUCAUSE.EDU" Subject: [CIO] Testing - Services / Servers / DB Backup We recently contracted to obtain an ID card system that is a one-card system including pay-down balances. The system is installed in our data center on campus. The vendor provided the system and did the install. When we go live with a new system, we generally verify that we have a backup that we can restore, based on the vendor identifying the files and services that require a backup. We like to test, particularly given that the system stores financial data. We also ask for the vendor to tell us what services require shutdown if there's an emergency shutdown and what services to start - in other words, shut down and start up procedures. According to this vendor, they have never had any clients request to execute a test of the backup/recovery or verification of backup/restore prior to go-live. Has anyone ever encountered this with a vendor? -- Theresa Rowe Chief Information Officer Oakland University ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/. ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.
Yes, I'd like to do it, but the vendor declines to give us anything in writing defining the backup, and they've said that we cannot do a restore without them, even in test, so they won't provide any instructions.  Don't you just love it.
Theresa

Message from dthibeau@post03.curry.edu

Teresa, I’m surprised that your vendor won’t provide you with any documented procedures, particularly since you recently signed a contract.  I guess the lesson learned is to make sure that you get those documents/procedures documented prior to making the commitment.  It’s always easier to get things from the vendor before you sign on the dotted line J.  Good luck!

 

Dennis

 

From: The EDUCAUSE CIO Constituent Group Listserv [mailto:CIO@LISTSERV.EDUCAUSE.EDU] On Behalf Of Theresa Rowe
Sent: Tuesday, September 27, 2011 1:19 PM
To: CIO@LISTSERV.EDUCAUSE.EDU
Subject: Re: [CIO] Testing - Services / Servers / DB Backup

 

Yes, I'd like to do it, but the vendor declines to give us anything in writing defining the backup, and they've said that we cannot do a restore without them, even in test, so they won't provide any instructions.  Don't you just love it.
Theresa

Based on responses on and off list, I'd say this is unusual, and I've never had this experience before.  It certainly caught me off-card, and I'm pulling our contract to read the notes.  I am happy to share my "lesson learned" with the list.  I suspect they don't want to be accountable if a restore doesn't work in the future.

Theresa

This scenario sounds familiar. We have a card system vendor that acts the same way. It is indeed a black situation. Bob "It is better to fail in originality than to succeed in imitation" Melville On Sep 27, 2011, at 12:19 PM, Theresa Rowe wrote: > Yes, I'd like to do it, but the vendor declines to give us anything in writing defining the backup, and they've said that we cannot do a restore without them, even in test, so they won't provide any instructions. Don't you just love it. > Theresa > >
We have had a similar situation. Roanoke College has had good luck with LiveState by Symantec which does a physical server snapshot. We would always snapshot Blackboard servers before updates and on occasion did a full restore. For DR I am always concerned about the time and details required for classical restores of systems by first setting up a new system. Veeam and Quest/VisionCore work well on the virtual side. Currently the virtual products don't do physical systems but they are working on it. James On Sep 27, 2011, at 1:46 PM, "Bob Paver" wrote: > This scenario sounds familiar. We have a card system vendor that acts the same way. It is indeed a black situation. > > Bob > > "It is better to fail in originality than to succeed in imitation" Melville > > On Sep 27, 2011, at 12:19 PM, Theresa Rowe wrote: > >> Yes, I'd like to do it, but the vendor declines to give us anything in writing defining the backup, and they've said that we cannot do a restore without them, even in test, so they won't provide any instructions. Don't you just love it. >> Theresa >> >>