This document will outline the responsibilities of users and Information Technology Services (ITS), as it pertains to safeguarding against accidental user data loss during the servicing of computer equipment.
Safeguarding Data
Data loss prevention begins with the owner of the data. Users must ensure that all data is backed up to OneDrive before submitting requests for devices to be serviced or replaced by ITS.
All SVSU users should be familiar with the End-User Cloud Storage Policy, as it states OneDrive is the only approved cloud storage solution at SVSU, as well as the External Storage Media Encryption and Disposal procedures to ensure data is safe and secure at all times.
How to Back up Data Files to OneDrive
The OneDrive for Business Help knowledge article provides various links to other help documents, as it pertains to using OneDrive, including How to Use OneDrive Files on Demand to simplify the backup process.
Using the Files on Demand feature in the OneDrive client allows users to easily back up their Documents, Desktop, and Picture folders in their OneDrive account. Any data stored in other locations on the local drive must be saved inside one of the aforementioned folders or backed up by the user to another secure/encrypted medium.
Don't forget to Backup your Favorites or Bookmarks to your desktop or documents folders.
Communication and Acknowledgements PRIOR to Technical Service
Prior to ITS removing equipment from an office or when users drop off equipment for servicing, ITS staff will send an authorization email from the ticketing system. This will serve as the communication between ITS and the user; to capture authorization to service equipment outside the presence of the user.
The user MUST electronically acknowledge two important requirements:
- The user confirms their data is fully backed up to OneDrive.
- The user releases ITS from liability of any potential data loss, so that the system can be serviced.
Restoring or Accessing User Data
While ITS will do everything necessary to resolve device and software issues, ITS will not be responsible for any data loss resulting from corrupted or compromised data, equipment failure, software failures, or when having to install a new image on a device. Since the user is responsible for backing up their data, ITS will not be responsible for restoring user data on the device. If the data is backed up to OneDrive, there is no need to copy data files between systems.
Restoring or accessing data files can be accomplished by the user by logging into their OneDrive client on a computer system. The user can choose to synchronize specific files and folders under the Files on Demand option, or leave them stored in the OneDrive account in the cloud. When using the OneDrive client, folders and files appear accessible on the device just like they would on a mapped network drive.
Equipment Disposal and Drive Sanitization
When user devices are replaced with new equipment or deemed not repairable, the former device will be put on an ITS shelf for a 30-day hold prior to equipment disposal. The 30-day hold should give the user ample time to discern if they are able to access all of their data from OneDrive. It is the responsibility of the user to contact ITS about missing data files prior the end of that 30 day period. After 30 days, ITS will perform a secure data wipe of the drive prior to putting into surplus or recycling.
No data is recoverable once a secure data wipe is performed!