Acronis Backup 11.

7
VM backup and vCloud integration
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Training agenda

• Virtual machine backup

• Acronis Backup Advanced for vCloud
• Troubleshooting

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VMware VM backup

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VM backup
Agent for Win/Linux
• VM content can be backed up in 2 different ways

• By installing the Agent for specific data type inside the guest OS
 Various data types within guest OS are available for granular backup (disks, files,
applications)
 Guest OS gives it’s resources to power the Agent
 Manual / Remote installation is required for evey VM VM guest OS

• By install the Agent for hypervisor outside the guest OS for agentless backup
 Only disks and volumes can be backed up ESXi
 Guest OS only experiences snapshot load during backup. Agent consumes resources
directly from host or from other hosting OS
Agent for VMware
 One Agent can backup all VMs from the host/vCenter
 Granularity of data to be recovered remains the same: disks, volumes and files can be
restored

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Agent for VMware installation options
• Agent for VMware comes in 2 flavors with following deployment options:

Virtual Appliance
• Agent for VMware (Windows) in any Windows OS Agent in Windows

 Local installation
 Remote installation

• Agent for VMware (Virtual Appliance) on ESXi host

 Manual deployment from Management Server
 Automatic deployment from Management Server
 Manual deployment from OVF template
vCenter ESXi ESXi
Server
Any Agent for VMware can connect either to the ESXi host or to the vCenter.
When connected to the vCenter, Agent can backup VMs of all hosts registered in the vCenter

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Integration with vCenter Server
• Management Server provides capability of integration with the VMware
vCenter Server and facilitates following features:
 View virtual machines managed by the VMware vCenter in the
management server GUI
 The VMs and Templates inventory view appears under Navigation > Virtual Management Server vCenter Server
machines
 View the backup status of these machines in the vCenter Server.
 This information appears in the virtual machine summary (Summary >
Annotations) or on the Virtual Machines tab for every host, datacenter,
folder or entire vCenter Server
 Automatically register virtual machines created by Acronis Backup in the
vCenter Server inventory
 Automatically deploy agents to the ESX(i) hosts managed by the vCenter
Server
 After you create a backup plan, an agent is deployed to each host whose
virtual machines are included in the backup plan

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Recovery to VM
• Any disk-level backup can be recovered to an existing or a new
virtual machine. This operation can be set up manually as a
recovery task, or on schedule in backup plan as “Convert to
Virtual Machine” task. Virtual ware drivers are applied with
Acronis Universal Restore automatically, preserving OS
bootability after migration.
• Restore to hypervisor is possible for:
 VMware ESXi
 Hyper-V
Restore as set of files is possible for:
 Red Hat KVM
 MS Virtual PC
 XenServer
 VMware Workstation
 RHEL

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Acronis Backup
Advanced for
vCloud

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Overview
 Acronis Backup Advanced for vCloud enables vCloud providers and end-users to perform a self-service backup,
recovery and migration of their VMware vCloud virtual machines

Acronis Backup Advanced for

Private vCloud vCloud FTP and SFTP
virtual machines
For vCloud providers:
• Enabling backup service for end-users
• UI rebranding and customization
• Provider Portal integration via API
Public vCloud For vCloud end-users:
virtual machines • Self-service backup & recovery NFS and SMB

• Self-service disaster recovery

• Physical and virtual machines migration
 Acronis Backup Advanced for vCloud is a customized version of Acronis Backup Advanced for VMware vSphere that
integrates with VMware vCloud

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Components
In management cluster In resource cluster

Management Server Agent for ESXi

 Runs on Windows virtual machine  Runs as virtual appliance
 Integrates with vCenter Server allocated to each  Performs backup and recovery of virtual
resource group to manage backup and recovery machines
 Uses MS SQL to store logs and stats  Deployed automatically any time virtual machine
is chosen for backup but Agent is not installed
Agent for vCloud on the respective cluster
 Runs on Linux virtual machine
 Connects Management Server to vCloud Director and
provides GUI
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Components diagram
• Both vCloud Director and Management
Server use MS SQL Server as a backend
and can share the server, but will run in
separate instances
• vCloud Director users, vApps and VMs are
synced directly with the Agent for vCloud
• vCloud Director events must be forwarded to
Agent for vCloud via AMQP broker

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User interaction with software
components Cloud

Manage VMs
vCloud Director

Virtual Datacenter

Self Service
vCloud Provider
Web Browser

Tenants

Manage Backup
Acronis Backup

Backup Storage

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Installation

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Installation procedure
1. Prepare vCloud Director and 2. Install Management Server 3. Configure SQL instance
RabbitMQ Server and other Acronis Backup with a script
components

RabbitMQ vCloud Director Management SQL Server

Server

4. Integrate Management Server 5. Install Agent for VMware 6. Install and configure
with vCenter Agent for vCloud

Agent OVF

Management vCenter Server ESXi ESXi

Server

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Supported environment
 VMware vCloud Director 1.5
 VMware vCloud Director 5.0
VMware vCloud Director
 VMware vCloud Director 5.1
 VMware vCloud Director 5.5, 5.6
 Windows XP, Vista, 7, 8, 10
Guest Operating System  Windows Server 2003, 2008, 2008R2, 2012
(not limited to)  Windows SBS 2003, 2008, 2011
Acronis Backup & Recovery
 Various Linux Distributionsfor vCloud
 Google Chrome 12 or later
 Mozilla Firefox 12 or later
 Windows Internet Explorer 9 or later
Web Browsers
 Safari 5 or later running in the Mac OS X and iOS operating systems

Screen resolution for displaying the graphical user interface must be 1024×768 or higher;
JavaScript must be enabled
 NFS (Microsoft Windows Services for NFS have to be installed on the machine with
Support Network Protocols Management Server)
for Storage  SMB
 FTP and SFTP

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Deployment details
 Agent for ESXi is deployed as virtual appliance and has the following vSphere capacity requirements
for installation:

Memory Hard Disk Drive Size CPU number

 2 (the default Virtual Appliance setting)
1 GB 6 GB (thick provisioning)
 4-8 (if back up 5-10 VMs simultaneously)

 Agent for vCloud has to be imported from the OVF template to a Linux VM in Management Cluster
and has the following vSphere capacity requirements:

Memory Hard Disk Drive Size CPU number

2 GB 8 GB (thin provisioning) 1

 Management Server has to be installed on a Windows VM in Management Cluster and has the
following vSphere capacity requirements:

Memory Hard Disk Drive Size CPU number

3 GB 30 GB+ (thick provisioning) 2

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Network configuration
 Acronis Backup Advanced will require standard set of ports for internal communication and vCenter management
 Agent for vCloud will require port 5672 to AMQP broker and port 443 to vCloud Director

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Update
• Update sequence:
1. Management Server
2. Storage Nodes and other centralized components
3. Agent for VMware
4. Agent for vCloud

Update options:
 Manually by downloading installation package
 Via remote installation of agents and tools

*Management Server supports older versions of Storage Nodes

and Agents, however it is strictly recommended to have all
components in the environment at the same version and build
number as soon as possible

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Usage workflow

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Product interface
• Acronis Backup Advanced for vCloud offers 2 Web Browser interfaces:

• Interface for vCloud Providers

 Intended for those on the provider’s side to monitor and manage organizations by enabling backup service
for them, creating preset backup plans, assigning privileges and generating reports.

• Interface for Tenants

 Intended for those on the tenant’s side to monitor and manage backup service enabled by vCloud admins
by applying new or preset backup plans to VMs and recovering backups when needed.

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Interface for vCloud Providers
• vCloud provider interface constitutes from 2 tabs offering different sets of
operations for vCloud providers to leverage:

• Organizations:
 Monitor Organizations
 Enable Backup Service for Organization and Assign Tenant Privileges
 Log in Tenants Interface to Perform Backup and Recovery Operations

• Settings:
 Manage System Backup Plans
 Set up E-mail Notifications
 Manage Backup and Recovery Options

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Interface for Tenants
• Tenant interface constitutes from 3 tabs offering different sets of operations for
tenants to leverage:

• My Organization:
 Monitor VMs and vApps
 Apply and Revoke Backup Plans
 Recover VM by Overwriting it with its Backed-up Version
• Backup Storage:
 Manage Backup Storage
 Recover Backup as new VM
• Backup Plans:
 Create New Backup Plan
 Edit and Delete existing Backup Plans

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VM backup
• Acronis Backup Advanced for vCloud allows to back up one or several virtual machines at a time by
applying either system backup plans pre-set by vCloud provider or custom backup plans created by
tenants.
• Backup Plan includes: Cloud
 Schedule and Retention Rules (Daily, weekly, monthly or GFS)
 Backup options (Encryption, notifications and exclusions)

Virtual
Datacenter
Self Service
OR
Acronis Backup

System Backup Custom Backup

Plan Plan
Enable and pre-set

Acronis Backup Backup

Storage

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VM recovery
• Recovery is possible in two different ways:
By Overwriting VM with its By Creating new VM
Backed-Up Version

Cloud Cloud

Overwriting Creating
existing VM new VM
Recovery Recovery
Backup Virtual Backup Virtual
Storage Datacenter Storage Datacenter

Only content of original backed up You have to choose vApp to recover

disks is overwritten. Other VM to, new VM name and network
settings stay the same. settings (network, IP address etc.)

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Monitoring
• Both backup and recovery progress could be monitored from My Organization or Backup storage tabs.
• There is a stop button available if Customer wants to interrupt the task:

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Disaster recovery to cloud
 You can use vCloud as a Disaster Recovery site by backing up on-premise physical and virtual machines
to Cloud Storage (e.g. FTP) with the help of Acronis Backup Advanced and recover as vCloud VMs in
minutes in case of disaster
Cloud

CASE OF DISASTER
FAST RECOVERY IN
BACKUP
Computer Backup Virtual Machine
on-premise Storage in vCloud

Self Service
Acronis Backup

 Disaster Recovery to Cloud functionality requires Acronis Backup Advanced SPLA license to allow backup
of on-premise machines.

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Migration between on-premise and cloud
 Migration from on-premise to vCloud is also performed with the help of
Bootable Media that allows to back up local computers to Cloud (e.g. FTP)
and then recover as VMs. Same way the machines could be migrated from

Cloud 1
Cloud back to on-premise or from Cloud to Cloud.
Virtual Machine
in vCloud

Computer
on-premise
Self Service
Acronis Backup Virtual Machine
in vCloud

Cloud 2
 Migration functionality requires Acronis Backup Advanced SPLA license to
allow backup or recovery of migrated machines on-premise.
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Support guidelines

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Tier 1 support prerequisites
 Storage technologies (HDD, SSD, RAID) and storage systems (SAN, NAS, DAS...)
 File systems (used in Windows, Linux, Mac OS X and ESXi)
 Windows (XP and higher, Server 2003 and higher), Linux, Mac OS X architecture understanding: boot process, security
principles, OS management (services, disk management, device management), etc
 Active Directory and domain environments
 Networking (TCP/IP, familiarity with protocols like VPN, NFS, CIFS, SMB)
 Troubleshooting and support for Windows Server 2003-2016
 Experience with virtualization platforms: VMware vSphere, Microsoft Hyper-V and Virtuozzo
 Experience with database and applications support (Exchange, SQL, AD, Sharepoint)
 Experience with mobile applications support

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Tier 1 minimal troubleshooting steps
Find out exact Review UG and
software KB to understand
behavior or error what the expected Learn product functionality
message behavior shall be

Review training
Search for the
content for
known issues in
KB or Forums
troubleshooting Find known issues
guidelines

Collect necessary Reach out to

Troubleshoot Try available
Collect troubleshooting using suggested solutions and
logs and Customer
Troubleshooting Service &
information and escalate tools workarounds
Tools outputs Support

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Self-service support
options

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Documentation
• Help is available from the product interface:
 Help > Help

And on support documentation page (http://www.acronis.com/en-us/support/documentation/) you will find:

 Online documentation
 Quick start guide
 Administrator’s guide
 User guide

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Knowledge Base
• Acronis Knowledge Base (kb.acronis.com) is a main resource for official information about
 product functionality
 product limitations
 known issues
 troubleshooting techniques
 support tools and usage
 other relevant support information

• Troubleshooting articles for all Acronis products are listed at https://kb.acronis.com/dst

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KB search rules
Bad search example:

• There are a few simple rules to enhance search results in the

Knowledge Base:

 Use quotation marks for the exact match

• "write error" Good search example:
"0x00070004+0x00070004+0x01E50018+0x00040004+0x0004
0004"
• This way you will receive the article containing the exact word
combination or exact SER-code you are looking for

 Use product filter

• After typing search request and before running search, select
product to show only relevant results

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Acronis Service Provider Forum
• At https://forum.acronis.com/ login with your Acronis My Account credentials.
• If you don’t have one, create it at https://www.acronis.com/en-us/my/index.html
• On Acronis Forum you can get in touch with, and receive information from:
• Acronis Service Providers Support Team
• Development Team
• Other Service Providers

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Escalating issue to
Acronis

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Acronis Customer Service & Support
‒ 24x7 Support in English
 End Users have to contact their Service Provider for any
assistance. Service Providers in their turn may reach
out to Acronis Customer Service & Support 24x7.
Service is provided according to the following guidelines
in English only:
http://www.acronis.com/en-
us/support/serviceproviderguidelines/

‒ Customer Service & Support Portal:

 Acronis maintains special Customer Service & Support
portal for Service Providers to contact Support:
http://www.acronis.com/en-us/support/

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Acronis Customer Service & Support
‒ Contacting Customer Service & Support:
 In order to access Acronis Customer Service & Support
portal, Service Provider has to log in to their account
on Acronis website, click on the tab labeled “Support
Portal”, press the “Contact Support” button and go
through the special support wizard:
http://www.acronis.com/support/contact-us.html
 The support wizard will ask what type of the issue
Service Provider experiences, what type of the product
and exact product name they use. Based on the
answers provided it will offer best support contact
options available, including e-mail and phone.

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Acronis Customer Service & Support
‒ Emergency Contacts:
 Service Providers may also use direct contacts to reach out to Acronis in case of
emergency, e.g. critical issues, problems accessing Customer Service & Support portal, etc:
E-mail: [email protected]
Phone:
+49 8921093361(Germany) +61 (1800)354-401 (Australia)
+1 8882234587 (USA) +7 (499)969-8031 (Russia)
+1 8888644381 (Canada) +81 (3)45102313 (Japan)
+44 2035147044 (UK)

 If you choose to call us, the best way to proceed is to first submit a ticket with details by e-
mail and then provide the ticket number to support engineer on the phone

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Service Levels
• *Acronis Support can change the severity of the incident initially
Target indicated by Partner
Temporary if it was not
Permanent
Severity set
reasonably Response Time
Solution Resolution

Sev. A ≤ 4 hours ≤ 1 day 15 business days

Sev. B ≤ 4 hours ≤ 2 days 20 business days

Sev. C ≤ 8 hours ≤ 3 days 30 days

Sev. D ≤ 24 hours n/a Next release

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Information required for escalation
 Split different issues in separate requests (you will get a support case number for each request)
 Description:
a) Explain the issue and the symptoms
b) Provide steps to reproduce the issue
c) Describe the desired outcome you expect from the product
 Logs:
a) Provide error messages and screenshots associated with the issue (if any)
b) Provide the system information from: Management Server, vCloud Agent, Agent for VMware, vCenter
c) Additional information
d) Provide environment details (OS, network configuration etc.)

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 www.acronis.org

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