How to Document a SaaS Backup Policy for Each Client

MSPs are responsible for ensuring data persistence not only for local applications but also across SaaS platforms their clients rely on. A good SaaS backup documentation strategy is critical for MSPs, as it defines the backup’s scope and recovery objectives, and facilitates compliance.

Strategies to effectively document SaaS backup policies

Most SaaS applications operate under a shared responsibility model. Typically, this model states that vendors maintain platform uptime, while customers are responsible for backing up their own data.

Without proper documentation, SaaS backup strategies become inconsistent, unclear, and prone to gaps. MSPs may become unaware of their responsibilities, and clients can get exposed to risks as lines blur between recovery cadence and targets.

📌 Use Cases: The strategies below outline various strategies MSPs can incorporate to accurately document per-client SaaS backup policies. Visibility increases across technicians, ensuring service delivery meets SLAs and client expectations.

📌 Prerequisites:

• Active SaaS backup solution
• List of active licenses or users per client
• Defined SLAs or service tiers
• Access to backup job history and test results

SaaS backup strategies summary table:

Strategy #1: Identify active SaaS platforms and scope per client

Clients will leverage different subscriptions to achieve optimal business performance. It is the MSP’s duty to ensure each subscription meets its target recovery objectives to support client goals.

That said, it’s a crucial first step for MSPs to create an inventory of the SaaS platforms each client actively uses. The inventory should include major productivity suites like Microsoft 365, Google Workspace, and others.

After the inventory, document the following:

• What is backed up (e.g., mailboxes, files, chat histories, site collections)
• What is excluded (e.g., third-party app data and external content)
• Backup frequency and retention policy (e.g., daily backups with 1-year retention)

This strategy provides visibility on per-client SaaS subscriptions while defining their scope to set clear boundaries for clients. It helps MSPs see their coverage and required service delivery, highlighting gaps and blind spots that lead to data loss.

Strategy #2: Define client-specific recovery requirements and risk tolerance

Setting clear expectations helps clients grasp the quality of service delivery MSPs provide. Clients get an idea of uptime speeds, data loss expectations, and limitations that can potentially hinder recovery after an incident.

When these details are presented upfront, clients know what to expect during an outage, and MSPs can avoid surprises during recovery events. This shared understanding of recovery objectives also helps MSPs and their clients formulate additional steps to streamline backup performance.

Document client expectations for the following criteria

• Recovery Time Objective (RTO): Specifies the maximum length of time allotted to restore data and systems after an outage
• Recovery Point Objective (RPO): Shows the maximum amount of data a client can afford to lose since the last backup state
• Recovery limitations: Defines what cannot be perfectly recovered due to tooling and other limitations (e.g., Slack chats can only be exported, not reinjected into the app)

Strategy #3: Create a standard SaaS backup documentation template

Leveraging a standard documentation template ensures that all per-client backup policy criteria are visible, reducing ambiguity. This scales backup processes, as techs know exactly what to capture, and clients see what to expect post-incident.

Without a standard template, documentation practices are prone to inconsistencies, harboring incomplete data that can potentially impact SLA compliance. Additionally, it slows down the audit process, lengthening incident response times as teams hunt for details due to fragmented documentation.

Sample standard SaaS data backup and recovery policy template

💡 Tip: Manage custom templates using documentation platforms (e.g., NinjaOne Documentation) to keep them standardized and centralized.

Strategy #4: Link SaaS backup policies to SLAs and contracts

A service level agreement (SLA) specifies the scope of responsibilities and service delivery metrics an MSP should provide for a client. SLAs apply for the contract’s whole duration, and MSPs are obligated to comply until the contract’s termination.

By linking SaaS backup policies to SLAs and contracts, technicians are aware of the expected service on their end. This ensures documentation provides enough context to align service delivery and client expectations, preventing finger-pointing during incidents.

Policy documentation should reflect the following:

• Contractual retention and recovery terms. Include retention periods and recovery objectives (RTO/RPO) alongside evidence like logs, configurations, and storage location.
• Scope, inclusions, and exclusions. Specify SaaS applications included within backup policies, and identify target data types and limitations.
• Optional or billable add-ons. Surface optional services within a client’s backup policy, including additional incurred bills due to add-ons.
• Failure scenarios. Identify limitations in backup strategies and the agreed actions to mitigate them.

Strategy #5: Set a quarterly review for SaaS backup documentation

Transparent client communication lays the foundation that fosters trust between clients and MSPs, driving renewals and referrals. Incorporating SaaS backup documentation in QBRs shows clients the value MSPs provide by discussing policy performance, compliance, and future strategies.

QBR SaaS backup policy reports should include identified trends, such as success/failure rates, compliance, and mean-time-to-repair (MTTR). These trends reflect the performance of backup strategies, allowing MSPs and clients to discuss gaps and agree on ways to mitigate them.

Documentation should also reflect changes in a client’s stack, including new SaaS applications, role changes, or revised objectives. Present them to clients during QBRs to keep them in the loop regarding revisions, preventing surprises during post-incident investigations.

Strategy #6: Maintain traceable audit trails and change logs

Audit trails and change logs capture changes and their rationale, improving visibility and providing context for future rollbacks if necessary. Additionally, these documentation components highlight approvals from both MSPs and clients, demonstrating authorization and mutual agreement to prevent disputes.

Incorporate consistent versioning and timestamping in every iteration of a SaaS backup documentation for better traceability. This helps make comparisons and compliance audits more streamlined, especially during post-incident reviews.

NinjaOne services that support SaaS backup documentation

NinjaOne’s SaaS Backup service offers comprehensive cloud-native backup solutions for Microsoft 365 and Google Workspace, enabling MSPs to secure and manage cloud-based information centrally and at scale.

• SaaS data backup: Gain comprehensive tools to automate data recovery and effectively enforce retention policies across Microsoft 365 and Google Workspace environments.
• Audit logging: Leverage NinjaOne’s built-in logging features to surface backup logs. Compare data with existing RTO and RPO requirements to prove SLA compliance.
• Documentation tool: Use NinjaOne Documentation to create and store standardized SaaS backup documentation templates, enabling consistent documentation across different clients.
• Execute test restores: Conduct backup/restore tests and record their outcomes to fine-tune strategies and ensure backup services meet the client’s RTO and RPO needs.

Document SaaS backup policies to maintain SLA compliance

When documented properly, SaaS backup policies improve transparency, helping technicians align service delivery according to SLA expectations. This also provides insights into backup performance, allowing MSPs to gauge service quality and improve on identified gaps.

Maintain good SaaS backup documentation practices by leveraging standard templates, scheduling regular reviews, and automating documentation. These practices define backup scope, set realistic client expectations, validate backups, and create audit-ready evidence for post-incident reviews.

Related topics:

• Why SaaS Backup Matters for MSPs
• SaaS Backup: Complete Guide & Best Practices
• Expanding the Power of NinjaOne SaaS Backup