MSP Backup Verification SOP Template

1.Purpose

To prove, not assume, that every managed client can recover its systems and data, by checking backup jobs every day, closing coverage gaps and restoring from backups on a regular schedule.

2.Scope

Applies to backups of servers, virtual machines, cloud workloads and SaaS data that the MSP manages for clients. Backup configuration and retention design are agreed separately with each client and recorded in the client documentation.

Definitions

Test restore

Restoring a sample of files, a mailbox or a whole system into an isolated location to prove the backup can be recovered.

Coverage gap

A server, workload or data set that should be backed up but is not included in any backup job.

RPO

Recovery point objective: the maximum amount of data, measured in time, the client can afford to lose.

RTO

Recovery time objective: how quickly a system must be back in service after a failure.

Immutable copy

A backup copy that cannot be changed or deleted until its retention period ends, protecting it from ransomware.

3.Responsibilities

NOC Technician

Reviews backup status for every client each day, raises tickets for failures and checks for coverage gaps.

Backup Engineer

Fixes failed jobs, verifies offsite and immutable copies, runs test restores and disaster recovery tests.

Service Manager

Handles escalations for repeated failures and makes sure verification happens on schedule across all clients.

Technical Account Manager

Reports backup health and test results to the client and agrees RPO and RTO targets.

RACI matrix

R = Responsible, A = Accountable, C = Consulted, I = Informed

4.Materials and PPE

Materials, tools and systems

• →Backup platform consoles and dashboards
• →Backup coverage list per client
• →RMM device inventory
• →Isolated restore environment
• →PSA ticketing system
• →Test restore log

5.Procedure

1. 5.1

   Keep the coverage list current

   Backup Engineer

   The Backup Engineer maintains a coverage list for each client showing which systems and data are protected, how often, how long copies are kept and where the offsite copy goes.

2. 5.2

   Review the daily backup dashboard

   NOC Technician

   Each morning the NOC Technician reviews last night’s job results for every client, including warnings and jobs that did not run at all.

3. 5.3

   Raise a ticket for each failed job

   NOC Technician

   The NOC Technician opens a PSA ticket for every failed, missed or partial job, with the client, system, error and last successful backup time.

   Checkpoint: No failed or missed job is left without a ticket by mid-morning.

4. 5.4

   Resolve failed jobs

   Backup Engineer

   The Backup Engineer investigates each failed job, fixes the cause and runs a manual backup if the next scheduled run would breach the client’s RPO.

5. 5.5

   Escalate repeated failures

   Backup Engineer

   The Backup Engineer escalates to the Service Manager any system that misses two consecutive backups or has no successful backup within its RPO.

6. 5.6

   Check new devices for coverage

   NOC Technician

   Every week the NOC Technician compares the RMM device inventory with the coverage list and raises a ticket for any server or workload that is not protected.

7. 5.7

   Verify offsite and immutable copies

   Backup Engineer

   The Backup Engineer confirms that offsite replication completed and that immutable copies exist and match the agreed retention period.

8. 5.8

   Run monthly test restores

   Backup Engineer

   Every month the Backup Engineer restores a sample for each client, rotating between files, mailboxes, databases and whole virtual machines, into an isolated environment.

   Warning: Never restore over production data for a test. Use an isolated location so a bad restore cannot affect the client.

9. 5.9

   Verify the restored data

   Backup Engineer

   The Backup Engineer checks that restored files open, databases mount and systems boot, and records how long the restore took against the client’s RTO.

   Checkpoint: Each test restore is recorded with what was restored, the result and the time taken.

10. 5.10

    Run the annual disaster recovery test

    Backup Engineer

    Once a year the Backup Engineer recovers the client’s critical systems end to end with the Technical Account Manager and compares the results with the agreed RPO and RTO.

11. 5.11

    Record results in the client documentation

    Backup Engineer

    The Backup Engineer updates the client’s backup documentation with test results, recovery steps that worked and any problems found.

12. 5.12

    Report backup health to the client

    Technical Account Manager

    The Technical Account Manager reports job success rate, test restore results and open risks to the client at each business review.

6.Quality checks

• →Every client’s backup jobs were reviewed on every business day.
• →Every failed or missed job has a ticket and a recorded resolution.
• →Every client had at least one successful test restore this month.
• →No server in the RMM inventory is missing from the coverage list.
• →Offsite and immutable copies match the agreed retention.

7.Records

• →Backup coverage list per client
• →Daily backup review log and tickets
• →Test restore log with results and restore times
• →Annual disaster recovery test report

8.KPIs

• →Backup job success rate per client
• →Percentage of clients with a successful test restore this month
• →Number of coverage gaps found and closed
• →Test restore time compared with the client’s RTO

9.Common mistakes

• →Treating a green dashboard as proof that data can be restored.
• →Only checking failed jobs and missing jobs that never ran.
• →Adding a new server without adding it to a backup job.
• →Testing restores only for files and never for whole systems.

10.Revision history