Last updated: 23 July 2026. View change log.

This Schedule forms part of the IT Master Services Agreement between you and Cultrix Limited (“Cultrix”, “we”, “us”), and sets out the scope, responsibilities and limits that apply to Backup and Recovery.

Backup and Recovery is a set of optional services. You may not use all of them. Your Order confirms which ones are in place for you.

These components are optional add-ons. Only the services listed in your Order and any Statement of Work are included in your Backup and Recovery service.

1. Service overview

Backup and Recovery services are designed to reduce the impact of data loss and system failures by providing:

  • regular backups of in-scope systems and data;
  • appropriate retention of restore points;
  • a defined process for requesting and performing restores; and
  • optional business continuity capabilities, where we can bring infrastructure online elsewhere.

Backup and Recovery cannot guarantee that all data will always be recoverable, but it greatly improves the chances of restoring critical systems and information after an incident.

2. Service components

Backup and Recovery may include one or more of the following components (subject to your Order):

  • Microsoft 365 / Google Workspace Backup – cloud-to-cloud backup of Microsoft 365 and/or Google Workspace data using a managed SaaS backup platform;
  • Cultrix Cloud Backup – server-level backups for Cultrix Cloud (our Linux hosting platform);
  • Endpoint Backup and Business Continuity – backup and optional VM spin-up in the cloud for covered endpoints;
  • On-Premise BCDR Appliances – managed backup and disaster recovery appliances that provide advanced backup and disaster recovery capabilities.

Which components are available to you, and what you are entitled to, depends on the services you buy.

3. Microsoft 365 / Google Workspace Backup (cloud-to-cloud backup for Microsoft 365 and/or Google Workspace)

Where you subscribe to Microsoft 365 Backup:

  • cloud-to-cloud backup for Microsoft 365 and/or Google Workspace takes regular backups (typically up to three times per day) of supported Microsoft 365 data, including Exchange Online, OneDrive, SharePoint Online and, where supported, Teams, and of supported Google Workspace data, including Gmail, Google Drive, Shared Drives and other Google Workspace user data;
  • backups are stored in the managed backup platform’s cloud storage, with effectively unlimited retention for as long as your subscription lasts;
  • backups are independent of Microsoft’s native recycle bin and retention features.

Restores may include:

  • full mailbox or OneDrive restores;
  • granular item-level restores (for example individual emails, files or folders);
  • restore to the original location, or export where the platform supports it.

Indicative recovery point objectives (RPO) match the backup schedule (for example around 8 hours where we take three backups per day). Recovery time objectives (RTO) depend on the nature and size of the restore and are handled on a reasonable-efforts basis, prioritising business-critical restores.

Note: Where devices sync Desktop and Documents to OneDrive or Google Drive, those folders are included in Microsoft 365/Google Workspace Backup. This backup does not cover non-synced files stored locally on the device.

4. Cultrix Cloud Backup (Linux hosting platform)

Where you host websites or applications on Cultrix Cloud (our Linux hosting platform):

  • we take server-level backups daily (typically around 01:00 UK time);
  • we retain at least seven daily backups, four weekly backups and twelve monthly backups;
  • backups capture server files, databases and configuration as part of the platform backup set.

At present, we store these backups within the same datacentre infrastructure at Custodian DC (Maidstone). We can add off-site replication where you need it, and we would document that in your SoW.

For Cultrix Cloud:

  • RPO is typically up to 24 hours (based on the daily backup cycle);
  • RTO for platform-level recovery is usually between 4–8 hours for major incidents, subject to the nature of the failure and the data volumes.

5. Endpoint Backup and Business Continuity

Where you subscribe to endpoint backup services, we provide:

  • Basic endpoint backup – backup of selected data from covered desktops and laptops, typically user data such as Documents and key profile folders;
  • Endpoint business continuity (where purchased) – the ability to recover an endpoint image as a virtual machine in the cloud when the original device has failed, so users can keep working from a temporary environment.

Your SoW or backup configuration documentation sets out the specific tools, backup frequency, retention and which folders or volumes are included. Unless we agree otherwise:

  • RPO for endpoint backups is set by the backup frequency (for example daily, or more often where configured);
  • RTO for endpoint VM recovery depends on image size, available bandwidth and how many recoveries are running at the time.

Note: Endpoint Backup protects data stored locally on devices that is not synced to OneDrive or Google Drive, and may also provide device-level recovery options. It complements Microsoft 365/Google Workspace Backup.

Note: Endpoint-level backup and endpoint business continuity options (including cloud failover and on-premise backup and business continuity appliances) fall under Endpoint Protection and are described in Schedule 6. These services are optional add-ons and are not included in core Backup and Recovery unless we say so.

6. On-Premise BCDR Appliances

For customers with on-premise servers or virtual environments, we may deploy managed BCDR appliances to provide advanced backup, disaster recovery and business continuity capabilities.

Where you subscribe to these services:

  • we back up server images and data to the appliance on a schedule (for example hourly or daily, depending on your configuration);
  • we replicate backups from the appliance to the managed cloud recovery environment (where the chosen solution and configuration support it);
  • if a server fails, workloads can be spun up directly on the appliance or in the managed cloud recovery environment (subject to bandwidth and capacity), giving you business continuity;
  • retention policies and backup schedules can be tuned to your needs, within what the chosen appliance and subscription can do.

RPO and RTO for on-premise BCDR are solution-specific and are documented in your backup design or configuration document.

7. Restore requests, RPO and RTO

Unless we say otherwise, you raise restore requests via the Service Desk. Please state clearly:

  • what needs restoring (for example mailbox, site, database, VM, files/folders);
  • the approximate date and time of the restore point you want; and
  • the reason for the restore (for example accidental deletion, corruption or ransomware).

We will confirm whether it is feasible and how long it is likely to take, based on:

  • the backup schedules and retention for the relevant service;
  • the size and complexity of the restore;
  • current workload and any higher-priority incidents in progress.

Where this Schedule or your SoW sets RPO/RTO targets, we treat them as reasonable objectives, not absolute guarantees, particularly in large-scale or multi-tenant incidents.

8. Customer responsibilities

To keep Backup and Recovery effective, you must:

  • work with us to define which systems, data and folders are in scope for backup;
  • keep covered systems and endpoints powered on and connected during backup windows where possible;
  • avoid storing critical business data only on devices or locations that are not included in any backup service;
  • tell us promptly about major changes that could affect backup (for example new servers, migrations or large data growth);
  • review backup reports and/or summary information where we provide it, and raise any concerns quickly.

9. Service boundaries and exclusions

Backup and Recovery services do not include, unless we agree it in writing:

  • guaranteed recovery of every item of data, particularly where data was never successfully backed up;
  • unlimited retention beyond the documented policies of the underlying platform;
  • legal hold/e-discovery design and management (although backups may help with those processes);
  • development or testing environments spun up from backups, except as part of a defined DR test or project;
  • coverage of systems or locations not onboarded into any backup component;
  • restoration of third-party systems where the vendor does not support restore from our backups.

Backup and Recovery is one layer in your business continuity planning. It does not replace the need for broader Business Continuity and Disaster Recovery planning, which is covered under separate documents and, where applicable, other Schedules.

10. Changes to this Schedule

We may update this Schedule to reflect changes in tooling, vendor capabilities, best practice or the range of backup and recovery services we offer. We will publish updated versions on our website and, for material changes, give reasonable notice.