AWS storage partner solution Veeam for Enhanced Backup Control in a Contact Center Application.

The contact center faced challenges in managing EC2 instance backups due to strict operational uptime requirements and regulatory compliance mandates. AWS Backup alone was insufficient for the granular backup control needed to meet diverse recovery time objectives (RTOs) and retention policies. The customer required a solution to implement daily, weekly, and monthly backup intervals with flexible retention schedules to reduce potential data loss, ensure faster recovery, and meet compliance standards.

Customer Problem

The contact center faced challenges in managing EC2 instance backups due to strict operational uptime requirements and regulatory compliance mandates. AWS Backup alone was insufficient for the granular backup control needed to meet diverse recovery time objectives (RTOs) and retention policies. The customer required a solution to implement daily, weekly, and monthly backup intervals with flexible retention schedules to reduce potential data loss, ensure faster recovery, and meet compliance standards.

Proposed Solution

The solution integrated Veeam Backup alongside AWS Backup to achieve detailed control over EC2 instance backups. Key aspects of the solution included:

Daily Backups: Full backups of critical EC2 instances to support operational continuity and rapid recovery.
Weekly and Monthly Backups: Additional backups with tailored retention policies to meet regulatory requirements and support long-term data recovery.
Automated Scheduling and Alerts: Automated scheduling in Veeam to streamline backup management and real-time alerts for backup status monitoring, ensuring rapid response to any backup failures.

Success Criteria

Enhanced Recovery Time: Achieve rapid restoration capabilities with daily backups to reduce operational downtime.
Regulatory Compliance: Meet data retention and protection requirements set by industry standards.
Operational Efficiency: Minimize manual intervention by automating scheduling and alerts for EC2 instance backups.

Lessons Learned

Balancing Backup Frequency and Retention: Daily full backups ensure operational recovery but must be complemented with weekly and monthly backups to meet both operational and compliance requirements.
Automated Monitoring is Essential: Implementing real-time alerts for backup successes and failures significantly reduces risk by allowing immediate action on any issues.
Custom Retention Policies Improve Cost Efficiency: Veeam’s customization options for retention policies help control storage costs, enabling the organization to retain data only as long as needed for compliance.

Outcomes

Improved RTOs and RPOs: The solution achieved faster recovery times with daily backups, minimizing downtime and ensuring rapid access to the most current data.
Compliance with Retention Policies: Weekly and monthly backups with extended retention periods satisfied regulatory requirements, providing the necessary audit trails.
Operational Streamlining: Automated scheduling and alerting simplified backup management, allowing the IT team to focus on other high-priority tasks while maintaining confidence in backup reliability.

Third party Partner storage solution for Enhanced Backup Control in a Contact Center Application