Please see our legacy backup policy for all solutions deployed prior to 2024.

Backup Service Scope

This policy defines the standards applied to Pipe Ten backup services that store or process customer data.

Unless explicitly defined in this policy, product definition or a contract, it should be assumed that backups are not maintained.

Pipe Ten strongly recommends customers maintain their own backups, irrespective of service level.

Every possible care is taken to ensure the availability and validity of Pipe Ten’s backup service, but it is not guaranteed other than when provided under an SLA.

Definitions

Definitions referenced within this document may be found in our Definitions document.

Backup Profiles

For simplicity and efficiency, we define the following backup profiles:

Higher frequency backups, while available, are often better addressed through other means (replication/mirroring/AoA/RAID).

Testing

Pipe Ten does not generally test the ability to restore from backup for any particular customer or service except where forming part of our own DR/BCP, or when explicitly requested by a customer.

Routine customer restore requests help verify our methods; we additionally perform specific restore testing where:

• Software/method in use differs from the norm.
• Major change of operating system version.
• Major change of backup software version.
• Significant change to network infrastructure.
• Significant change to associated software (eg. firewalling or anti-virus methods).
• During our own DR/BCP testing.
• Scheduled or ad-hoc testing as agreed with specific customers.

Billable Backup

Licensing

Backups may be manual, scripted and/or making use of third-party licensable software.

Billable licensing, where applicable, are defined in the service contract and may be subject to change based on the provider’s prevailing price.

Storage

In addition to any licensing costs, storage used by backups on the backup service is typically billed.

All of our backup services use both compression (which reduces storage requirements) and encryption (which increases storage requirements).

Storage costs are rounded up to the next largest GB unless otherwise defined in the service.

The amount of billable storage required can be difficult to define and depends on the rate of change, how compressible the data is, the frequency and retention of backups, and any remote duplication.

For estimation purposes, we assume a compression ratio of 2:1 (subject to encryption overhead, data change rates, and duplication requirements).

Data Transfer

The bandwidth used for data transfers between on-net (local) locations is typically included in the backup service storage costs.

The bandwidth used for data transfers to and from off-net (remote) backups is often billed at an additional cost by Pipe Ten and/or the off-net provider.

Backup and restore network speeds may vary, and expedited network bandwidth not agreed in advance may incur additional charges.

Databases

It is the customer’s responsibility to ensure that databases are presented to the backup service in a transactionally safe manner. Depending on the database technology in use, this may require specific configuration or tooling. Please consult support for clarification on backup and restore capabilities for your specific database technology.

Infrastructure Backups

The following table outlines the backups Pipe Ten undertakes by default on its own infrastructure which holds or passes customer data or configuration.

Customer Backups

Backup profiles for customers are defined within the customers solution contract.

Last changed: 2026/02/04 by Carl Heaton

Classification: Public
Last saved: 2026/02/04 at 10:56 by Carl