Customer Data Safety Policies: Customer Data, Operating Systems, Network Device Settings

Before removing any data belonging to a customer, whether an operating system, an Outlook profile, firewall settings, or simply files or folders, a backup must be created and verified. Generally speaking, we do not wipe anything without a backup.

Policy on Customers with Documents Redirected to Server

Most of our customers with on-premises servers store their user docs folder on the server and users are regularly reminded via an automatic email that any important files should be stored there, not locally on the computer. Users are expected to know this, but reminding them when we move a user to another computer is part of the "new workstation" checklist in Autotask.

Outlook Backups

Before erasing Outlook profiles you should back up the profile. However, you should also remind an Exchange user that they are responsible for saving all their Exchange data on the server, not locally.

Network Devices

When installing network appliances – firewalls, routers, managed and smart switches, etc. – technicians must make backups of the old and new device configuration.  Please back up the settings and upload them to the device's configuration page in IT Glue. You will also receive a reminder in the ticket description for those assignments.

Failure to follow this policy is grounds for disciplinary measures up to and including termination.

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