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Keepit Reel Episode 7: Fundamentals of recovery and restoration
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Working with customers on the restoration and sort of recovery phase, how do you see that? Yeah, so a lot of times we won't get involved in the restoration necessarily, but what we find is customers are typically not prepared for those efforts. I think there's an assumption in the industry that what they have is good enough, and so we have to get involved a lot of times in the education to make sure they understand what a recovery process really looks like. And kind of a good example of that is when we look at traditional backup technologies, it's the idea of I have a copy of my data that's maybe offsite, maybe it's in the cloud, and that it's secure. And I think that's really critical and that's really important, but the problem is something that's secure is inherently slow to recover from. And so there's some challenges there, and I think customers make the assumption that they'll be able to recover from backup quickly. And what we find is oftentimes when we test backup systems, we're not able to recover from backup. We test a file at a time or a system at a time and not a wholesale outage. And so what we found in the industry, and just a couple of real-world examples, is customers who built a recovery strategy around backup were hit with ransomware, for example, on this one particular customer. And their recovery time was much slower than they expected. They were expecting to be able to come back up in four hours, five hours, and their recovery actually wound up being two to three weeks. And as an organization, we're not able to recover from that. Yeah. Most organizations can't survive that long, right? That's when fear meets praxis. A hundred percent. And you want to avoid scare tactics, of course, but these are real-world examples. There's many I could mention, and I won't, where customers really did have that sort of an outage, and then they've come back to us and said, okay, we understand. There is a difference between recovery and just backing up. And I think that's why our two companies are so closely linked, because speed really matters. Yeah. And it's a very good example. When it comes to prioritization and sort of working actively with your risks and how to recover. Absolutely. Absolutely. And again, for us, it's really about being able to do recovery in a way that is not only quick, but you know what you're getting, right? We want to make sure that the data is in a format that you can use. You can get to it quickly. You can access it. You know it's your data. And it's really about managing the integrity and availability of what you have. And I think that's one of the things we have to keep in mind is, you know, when we're talking to IT teams that have gone through this, it's a terrible experience. You know, this can be some of the worst days for some of these people. And, you know, so number one, I think we have to respond with empathy towards that. But I think also we have to understand that, you know, whatever we do has to be simple enough that it's repeatable. And we can say, hey, when everything else is going wrong and you've got a ton of pressure and the company is down and all these things are happening, you know, you know what you're doing. You know what you know. You know you can get it back. You know it's going to work. And you don't have to have the stress of, you know, having to build something from scratch, right? It's about, you know, testing your recovery and making sure that it works. And then when you actually need it, it's, you know, it's easy as opposed to trying to build something on the fly. Yeah. And the history books are full with real examples now. So it's not something that might happen. Someday you will be attacked or impacted by something. It's just the severity that can vary. Well, and I think that's a shift in the industry, right? Because I think, you know, for, you know, five years ago, 10 years ago, even 20 years ago, we focused really on the perimeter and making sure that, you know, no one got in. And I think what we're finding is people are getting in. And it's also the things that you don't think about. It's, you know, human error still is the primary cause of data loss. You still have fires, floods, hurricanes, all sorts of other things. And so it's not so much, I think, you know, am I going to have an outage? You're going to have one. Incidents happen. Yeah. How do you recover from it?