Service Levels
- 6 hours of quarterly planned maintenance
- 2-hour Recovery Time Objective
Backup and recovery processes
ServiceNow does full backups weekly and differential backups daily.
ServiceNow keeps 4 weekly backups and a rolling 6 days of differential backups (the 7th day of the week would be the full backup and, therefore, would not have a differential backup). All database servers are backed up independently: production (primary and standby) and non-production.
Backups for a specific instance do not run on a set schedule and the time of backup is not guaranteed. The system finds the best time for backups within a 24-hour period and customers cannot modify that time.
Recovery requests
If UT ServiceNow loses data for any reason, the UT ServiceNow team will create a ticket with ServiceNow will analyze the situation and determine how data can best be recovered.
Restoring from backup is a last resort. ServiceNow cautions there is always the potential for data loss because anything saved after the backup was taken is lost. Also, while the restoration process is running, the instance is unavailable. It is not possible to have an estimate time of completion of the restore.