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Case Study: Google Apps Supports Strategic Growth at Merrimack Mortgage Company

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The Company

Founded in 1983, Merrimack Mortgage Company (MMC) continues to be a leader in residential mortgage lending throughout the Northeast and is one of the region’s largest independent mortgage bankers.

MMC prides itself for being the company that delivers the same products as the big lenders but with the high quality service levels inherent in a small lender. This winning combination of finesse and strength has led Merrimack Mortgage Company to its exceptional growth during the past three decades. The company’s success is attributed to its core strategy of providing a high level of customer satisfaction at a competitive price.

The Challenge

Merrimack Mortgage Company relies on extending its operations by expanding the size of the company’s geographic market area with new satellite branches. The IT department is challenged with bringing these loan officers located in satellite branches into the company’s processes effectively and quickly to allow them to be up and running as fast as possible.

The Solution

With integrated communications and file services, the transition to Google Apps was part of a strategic initiative to put the company in a competitive position to enable it to expand its operations effectively, from a primarily New England-based operation to cover their expansion outside of New England. This expansion included enabling a homogenous environment to all of the company’s loan officers while still complying with SOX, GLBA, ISO and other internal governance and audit requirements.

“The business side of me saw Google Apps as a slam dunk from a ROI and TCO perspective, and the technologist in me also couldn’t argue against introducing variable costs, scalability, availability, and OS and hardware independence. Cumulus Global recommended and helped us deploy CloudLock and Backupify for compliance, policy enforcement, risk mitigation, and data protection. This allowed us to fully embrace Google Apps and made both my Chief Compliance Officer and CFO very happy.”
— Matthew Seaton, CIO Merrimack Mortgage Company

Integrating Google Apps and CloudLock, Merrimack Mortgage Company extends its security perimeter to the cloud. MMC ensures its use of email, calendars, contacts, and files stored and shared via Google Drive comply with regulations like SOX, GLBA, ISO and other internal Acceptable Use Policies.  Backupify protection data across Google Apps accounts against data damage or deletion due to user error.

“I am not sure if I would have felt confident with my decision to move our company’s communication and collaboration needs to Google Apps for Business without the solutions and assistance from Cumulus Global. The integrated solution has relieved my anxiety over having our company data hosted by a third party,” said Seaton.  “Our management team was relieved by the value proposition.  We pay as we grow rather than making large up-front capital investments.”

Since MMC’s initial Google Apps for Business implementation in June of 2011, MMC has increased sales staff by 15% and the number of physical locations by 26%. Operations staff increases have been minimal in comparison. The greatest benefit, in regards to increased sales staffing and locations, is the ability turn-up new team members literally in minutes. In more recent months, MMC has seen back-to-back monthly company record breaking sales numbers.

To learn more about Merrimack Mortgage Company, visit: www.merrimackmortgage.com.

Backing up Google Apps: A Smart Idea or a Needed Service?

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As companies move their systems and data from on-premise servers into cloud computing solutions, companies maintain control of their data.  Control over the systems that house the data, however, belongs to the cloud provider.  The same is true for businesses moving to Google Apps.

When businesses move to Google Apps, they are trusting Google’s fault-tolerant, grid-based architecture to run with any disruptions due to hardware or software failures.  But a reliable system cannot prevent all forms of data loss.

  • 75% of incidents involving sensitive data lossare caused by human error, according to the IT Policy Compliance Group, as reported in PC World.
  • 32% of data loss is due to user error, according to Gartner surveys, cited by the SANS Institute.
  • 70% of companies go out of business after a major data loss, according to DTI as cited by the SANS Institute.

While Google protects you from data loss due to system failure, Google cannot protect you from data loss due to user error (or malicious act).

Nor can Google protect you from data loss or corruption caused by third party applications. These applications pose new and different risks as these application range from integrated applications installed through the Google Apps cPanel to tablet and smart phone apps users may install themselves on personal devices.  In the emerging world of Bring Your Own Device (BYOD), monitoring and managing third party applications is a challenge.

Given the risks, backing up your data in Google Apps seems smart, but is it necessary and worth the expense?

If information is lost or damaged, the cost can be staggering.  Lost contract amendments may prevent a business from getting paid in full; Missing emails can create customer service nightmares;  Corrupt data can cause employees and customers to lose confidence in your business.

And beyond tangible losses, the cost of recovery adds up quickly.  Losing a day’s worth of work costs more than the lost day.  Recovery takes time and resources and disrupt your normal business activities.  A loss of one day of work that takes one day to recovery, actually costs your business 3 to 5 days of lost productivity.

In comparison, protecting your data in Google Apps from user error and third party applications costs between $3 and $8 per user per month.  Given the value of your data, the cost and impact of lost data, and the cost of recovery, backing up your data in Google Apps is an affordable insurance policy.

Affordable protection for your data is a service you should want and probably need.

Tuesday Take Away: DLP in Google Apps

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In at least one prior post, we have written about the nature of data protection and the reasons for backing up information in the cloud.  Backupify, one of the vendors we work with often, recently conducted  a study of known data loss incidents in Google Apps with known resolutions.   Here is what they learned:

  • 0.00% = Due to Google systems or software
  • 4.05% = Due to an integrated, third party application
  • 10.81% = Due to unauthorized use of a users’ credentials
  • 85.14% = Due to user action

What does this mean?

For most Google Apps users, the best mechanism for Data Loss Prevention (DLP) is to protect your data from user error and malicious acts.  In other words, back up your data!  Assess your needs with respect to retention period and retention points, and pick the backup solution that best meets your business needs.  And remember, backups solutions for Google Docs should do more than export with conversion.

In addition, users should understand the importance and risks involved in sharing account information or using weak passwords.  If you want to enforce best practices, consider Google Apps Directory Sync or an affordable Single Sign-On (SSO) solution.

Drop us a note if you want to know more.

Tuesday Take-Away: Is VDR a Cure?

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In the first two posts in our Backup series, we covered the difference between “restore” and “recovery” and some key terms to know when considering your requirements and solutions.  In this week’s Take-Away, we look at VDR, or Virtual Disaster Recovery, as a possible cure for your recovery ailments.

Virtual DR is a service that leverages virtualization technology and online backup services to provide your organization with an affordable path for a speedy Return to Operations (RTO) in the event of a disaster.

How Virtual DR Works:

With Virtual DR, the backup process creates complete images of your servers — operating system, drivers, software, and data — and maintains the image on a server in a secure data center.  The process updates the image regularly and when changes are made to each server, including regular patches and updates.

In parallel, you continue to use online backup services to ensure current data is available for restores and to ensure the most current data is available for recovery.

In an emergency, your server images are activated to run on servers in the secure data center.  You connect your business to the servers, from your current location or an alternate location, via a secure Virtual Private Network (VPN).  Once running, the most recent data set is restored from the data backups.

In most cases, businesses using Virtual DR have a RTO of under 4 hours.

What Does Virtual DR Cost?

What makes Virtual DR affordable is that server image backup and storage is very inexpensive.  You only pay for operational services when you declare an emergency.  As such, Virtual DR is an incremental cost over online backup services.

When looking at Virtual DR solutions expect the following components and fees:

  • One-Time Fees
    • Setup and Configuration
    • Software agents for Exchange, SQL Server, and other specialized systems and applications
    • Initial Validation Testing
  • Recurring Fees
    • Backup and storage of service images
  • As-Needed Fees
    • Emergency declaration and server run-time
    • Additional bandwidth

Considerations

Better  VDR services provide a fixed fee for an emergency declaration and base level of run time.  For example, the VENYU Virtual DR services we offer include the emergency declaration and 30 days of run time for a single, small fee.

Additionally, the VDR service should include periodic validation tests as part of the recurring monthly cost of the service.  Annual tests are good, semi-annual tests are better.  And, you should have the option of adding and paying for additional tests when warranted, such as after major changes to your IT environment.

Finally, check with your insurance provider.  Most policies that include business recovery coverage will pay for the emergency declaration, run time, and bandwidth in the event of a disaster.  Having Virtual DR in place may also lower your premiums.

Tuesday Take-Away: Think in These Terms About Backup

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In last week’s Tuesday Take-Away, I wrote about understanding requirements before thinking technology when it comes to backup, restore, and recovery.  The number of emails and questions I received was rewarding.  So, I thought I would take this time this week to define some terms and answer questions that I received in response to last week’s post.

Retention Period versus Retention Point

The Retention Period is the time period during which data is available to restore or recover.  A Retention Point is a point in time from which you can select to recover or restore your data.  Some backup solutions limit the retention period; others limit the number of retention points.  Be sure you understand how long data will stay in your backups if it deleted by a user.

Better solutions give you the ability to set both the retention period and the number of retention points for each backup set you create.  Great solutions offer Continuous Data Protection, where the system backs up files every time they change.

Off-Site versus Online Backups

Off-Site Backups are those in which the data is kept off-site.  While in some cases, off-site backups run between a company’s locations and data centers, off-site backups include backups to hosting companies and cloud-based providers.   In many cases, off-site backups provide for a local backup to disk that is then copied to an off-site location.  For some off-site services, the on-site backup history is complete, the off-site backup history is limited and intended for recovery more than restore.

Online Backups are those in which the data is backed up to an online service.  Better online backup services offer local backup copy options.   Online backup services will keep your full backup history in a vault; the local backup copy can be a limited set or a full set.

Online versus Disk-Based versus Vault Recovery

While every off-site and online backup solution gives you the ability to restore over the Internet, methods for recovery differ.

As the name implies, Online Recovery is over the Internet.  You restore your system to the point that you can start recovering files from you backup.  This is easy and reliable, but will be painfully slow.  Online recovery times are limited by your Internet bandwidth.

Disk-Based Recovery is when you recovery your files from a local or temporary disk drive.  Many off-site and online backup solutions will place your files on a DVD or a USB drive and ship it to you.  For some services, however, you need to send them the media first, adding to your RTO time.  Other services perform the restore, so your data is no longer encrypted when they send it to you.

A Vault-Based Recovery occurs when your online or off-site backup service ships you a complete vault — a computer with your encrypted data and the vault control software.  The backup software recognizes that the vault is now local and recovers your data securely at local network speeds.  Once on-site, recovering data from a vault is the fastest options, as data transfer rates are much greater than via the Internet or slower media such as DVDs and USB drives.

If you have more questions or comments about the in’s and out’s of backup solutions, please comment below or send me a message.

Next week, I’ll answer the question: “Is VDR a Cure?”


Tuesday Take-Away: Your Backup System is (sort of) Irrelevant

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As you may know, I participate in several on-line IT discussion forums.  Every few weeks, a new member will post a question like “I have an xyz server, what should I use for backups?”.  Seemingly helpful forum members quickly jump in and start throwing out vendor names, do-it-yourself solutions, discussions about NAS versus SAN and disk-to-disk versus disk-to-tape, and so on.

It makes me want to SCREAM?  Why?  Because …

What you use for backup is irrelevant unless you know what you are backing up, why, and how quickly you need to restore!

Said another way, before you pick ANY backup solution, you should know:

  • What you need to restore
  • Why you expect you will need to restore or recover it
  • How quickly you will need to restore or recover it

Note that the answers you provide may vary for the different types of data.  For example, you may be able to live without your accounting system for two days, so long as you can ship orders within 4 hours.   You may need current project files immediately, but could wait a week for projects completed more than a year ago.

Understanding your “Why”

When considering why you might need to restore or recovery information or systems, think of the full spectrum of activities that can go wrong.  As an informal set of definitions:

  • Restore operations are usually performed on individual files or small sets of data, often resulting from accidental overwrites, deletions, or component (disk) failures.
  • Recovery operations are usually geared for large data loss, such as a drive array failure or server loss due to a disaster.

The key difference, restore operations bring back select data from a specific point in time while recovery operations bring back entire systems or data environments.

For example, you might restore email messages accidentally deleted from a user’s account on an MS Exchange server.  If the disk array dies, however, you would need to recover the entire mailbox store for the server.

Backup/Recovery protects you from disaster; Backup/Restore protects you from component failures and user errors (or intentional misconduct).

How you backup for recovery will often differ than how you backup for  restore.

Backup solutions that efficiently restore data, are not optimized for recovery.  Most backup solutions designed for fast recovery, such as image snapshots, lack the ability to restore individual elements.  For the Exchange server, above, we would recommend running two backups — one designed for recovery and one for individual mailbox and message restores.

Additionally, backups for restore generally give you more retention points than backups for recovery.  Being able to select a specific time or version of data is a key feature for backup/restore solutions.

Understanding you “How Quickly”

How quickly you need your data depends on the data and your business.  Keep in mind that you do not need all of your data all at once.  Generally speaking, however, when you need to restore an active file or two, you want to be able to do this quickly.  While you want quick recovery as well, you are more likely to be bound by factors beyond your backup/recovery solution, such as purchasing new hardware or moving to temporary office space.

Focus first on how quickly you need to Return To Operations.  Your RTO will drive your selection and investment in backup/recovery solutions.  Once you have your RTO, identity the critical data and systems you need to get your business up and running.  Your RTO will be shorter than your window for full recovery, and includes only the critical subset you need to get up and running.

The shorter your RTO, the more expensive the solution.  A realistic RTO will prevent you from over-buying.

First Steps First

By first understanding your requirements — the what, why, and how fast — of your restore and recovery needs, you can select backup solutions that accurately match your needs and effectively protect your data and your business.  By defining your needs, your solution will be relevant and your investment well-made.

 

Protect Your Data in the Cloud

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When IT pros plan backup and recovery solutions for in-house systems, they start with the big events, such as server failures and disk crashes.  In reality, most restores are not as a result of a catastrophic loss.  Most restores are for individual files that were accidentally overwritten, deleted, or otherwise corrupted.

How is this relevant when your files are in the cloud?

Most cloud file services provide sufficient redundancy and resilience to prevent data loss due to hardware or software failure.  These services, however, cannot protect your data from the users.  Files stored in the cloud remain susceptible to deletion and accidental overwrites.    In addition, new desktop utilities that let users work locally and sync files between desktop and cloud increase your risk of file corruption.

What to do?

You do have some protections available.

Version History:  If your cloud file service has version history features, take the time to understand how and when the service saves versions.  Some services only save documents uploaded via their web interface or client, and not when documents are updated via drive mapping or folder desktop sync applications.

Cloud File backup tools:  Consider adding a backup tool to your cloud ecosystem.  A cloud backup tool will periodically move content from your cloud file service to another location periodically or continuously.  The data is stored in a format that facilitates restores to your cloud file service, and many backup tools let you download the backup set.

If you have concerns about your cloud-based data, or have questions about backing up your data in the cloud, please contact us.

 

Iron Mountain Customers Stranded in the Wild?

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In an interesting turn of events, Iron Mountain announced it was getting out of the digital records management business.  Selling its business lines to Autonomy, a European technology services firm, Iron Mountain returns to its roots as an efficient off-site records management firm.

Never profitable for the company, Iron Mountain Digital, always seemed like a sideline business for the firm.  While those working in the unit were dedicated professionals, their pricing, offerings, and technology did not always stand up well to the competition.  And, the company was never able to convey an integrated approach to hard copy and electronic records management.

The sales leaves current Iron Mountain customers somewhat stranded.  While Autonomy will no doubt continue operations for a period of time, one must expect that at some point in the future customers will be asked, encouraged, or forced to migrate over to Autonomy’s systems and solutions.   Also unclear is what will happen to local support.

Fortunately, customers can take the initiative and explore their options.   With minimal overlap of services, customers can migrate to other online backup solutions that offer more features at a lower cost.

Companies interested in learning more can click here for a no-obligation assessment of their backup/recovery and archive requirements.