cases to be proud of

Onguard over disaster recovery en back-up

The DR (disaster recovery) service from Fundaments enables partners to offer their customers more than a regular backup facility. How that goes in practice was one of the questions we asked Onguard from Zaltbommel, supplier of credit management software for over 15 years. Michel Erkens and Alexander van Bruchem of Onguard explained this to us.

Alexander: “We provide a SaaS application via the Fundaments infrastructure or through customers’ own systems. Customers expect from SaaS services that they always do so and therefore we pay attention to DR. It’s called DR for a reason, if something goes wrong unexpectedly, the customer must be up and running again within the agreed time.”

“A major advantage of the services that we now purchase from Fundaments is that clear agreements have been made about who is responsible for what. We no longer have to drive to a data centre to repair an incident there, they do that for us. And customers who purchase our SaaS service off premises don’t have to either. “

“Please note, we make a distinction between BU (backup) and DR. The first is known to all our customers. We make BUs on application and VM level and that is an integral part of our offer. And our SaaS service is just part of a larger process for most customers. They don’t want to worry about that and demand that we’re always in control there. What we want to achieve with high quality BUs and DR is proof that we are really relieving the customers on that point.”

Do your clients specifically ask for DR or do they ask for BU?

“That differs. Both occur at RFPs, and it differs per application as to whether it’s a standard question or whether they are actually working on it. We usually  test our DR periodically and report whether the BU and DR measures actually work, customers do ask for that. Understandable, because nothing is as bad as a BU that must be put back and then find out that there’s an issue with it.”

Have you ever received a DR request?

“Customers who have problems come to our support department and in cases such as corrupt data input we can advise in specific cases for the restoration of a BU. This could be less time consuming than the manual repair, we tailor this for the customer. Some customers will experience such a situation as a DR, but of course it isn’t, strictly speaking.”

“A real DR request, because something went very wrong, we haven’t experienced yet, fortunately. The fact that we are prepared for it and are testing for that is reassuring to our customers. You can compare DR measures with fire insurance, which you take out in the hope of never having to use it.”

How do you bring BU and DR to customers’ attention?

“It’s part of our SaaS offer. Those who purchase this service and don’t host it themselves, have the choice of several options. They range from standard, which already includes a lot, to customisation. “If the customer wants to have their data stored in several physical locations, for example, with a view to disaster recovery, this is also possible. But whether it concerns customisation or the sophisticated standard options: they don’t have to worry about it. That’s the beauty of the new ways of BU and DR. Of course we’d like to explain in detail how it works, we ask Fundaments to be present for this when needed, but that hardly ever happens.” Customers want to know what we offer so that they can make the right choice. Our offer is aligned with this choice, and Fundaments is a good supplier for this, because that platform enables multiple data centre locations as well as all possible BU and DR services.”

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