Backup and Recovery

The Backup and Restore service is available on selected computers typically with complex configurations that result in extended amounts of downtime should the device experience an unrecoverable system failure.

• What are the features provided by this service?
  • Consists of a scheduled automatic duplication of data and applications that reside locally on the PC. 
  • Data is stored onto secured network storage systems and will be available in the event the customer’s data needs to be restored.
  • This service is carried out on a bi-weekly schedule.
  • The last (2) backups of a PC’s hard drive are maintained.
  • This service is automated.
  • Customer-free interaction with service(Portable drives are not backed up).
• How do I request or access this service?
  • Contact the ITS Service Desk by calling 901-222-2700 or by sending an email to Service.Desk@shelbycountytn.gov.
• What are the requirements/pre-requisites for this service?
  • N/A.
• What is the turn around time for the service delivery?
  • 60 Business Hours.
• What are the responsibilities of customer?
  • Please inform Service Desk personnel the PC is on a backup schedule.
  • If the PC is non-functional, a restore will be attempted from the most recent backup.
  • If specific data is needed, include the following details
    • he name and location of the file(s)
    • When the file(s) was noticed missing or corrupt
    • The last date that the file(s) was confirmed good
    • Time and date the data restoration is needed by.
    • If you are requesting for an old version of data to be restored please provide details on where to recover the data so that the restore does not overwrite existing data.     
• When is this service available?
  • 24 hours a day
• What is the usual response time for this service?
  • 8Hours.
• How do I get help with this service?
  • Contact the ITS Service Desk by calling 901-222-2700 or by sending an email to Service.Desk@shelbycountytn.gov.
• Who is the support owner for this service?
  • Jeff Yallope.
• What are the support hours for this service?
  • 7:00am-5:00pm, Monday-Friday
  • For support outside of these hours, contact the ITS Service Desk at 901-222-2700 and leave a message. A Customer Support On-Call Technician will receive the message and call you back.
• What is the cost for this service?
  • N/A.
• Does this service require cost approval? If yes, What is the cost approval process?
  • N/A.