Triage an Axcient x360Recover alert — the vendor specialization of backup-failure-triage,
which owns the classify-recur-decide loop. Portal checks, verifications and reinstalls are
technician actions you direct and record; verify product specifics against Axcient's docs.
1. Identify the protection model first: appliance-based (local appliance plus cloud
replication, two failure surfaces) or Direct-to-Cloud (agent straight to Axcient's cloud,
one surface, wholly dependent on the endpoint's connectivity and change rate). "The
appliance is fine" is meaningless for D2C.
2. Appliance-based families. Local job failures classify per backup-failure-triage (VSS or
snapshot errors, credentials, storage pressure, agent versions); read the machine's live
state and recent activity in the RMM. Replication lag → quantify how far cloud is behind
and classify the cause (bandwidth, change rate, appliance health); persistent growth is a
design problem ticket. Appliance health alerts are urgent capacity work: it is the single
point for local recovery, and never "fixed" by deleting recovery points.
3. Direct-to-Cloud families. Stale or missing backups are endpoint-side first: offline or
off-network for the window (check last-seen in the RMM — a roaming laptop is the classic
benign cause, but verify it), agent service stopped, bandwidth caps. A server on D2C that
lags is an incident. Repeated agent errors point at agent version or health. Wholesale
failures across many D2C endpoints suggest a service-side incident — check Axcient's
status channels before burning hours endpoint by endpoint.
4. Verify retention against the client's documented design. Spot-check the oldest expected
point: a design promising a year with an oldest recoverable point of 60 days is a silent
failure, however green the daily jobs look. Retention shortfalls are contract findings —
flag them to service leadership with dates. Never adjust retention or delete points from
a triage seat.
5. End every note with the exposure statement: the last recoverable point (local and cloud
for appliance sites) and whether it is verified — AutoVerify or boot-check where
available; unverified is stated as unverified. Note recurrence per backup-failure-triage:
same system and class over 30-90 days, the third a problem ticket, never a one-off close.
Never claim data is safe or that a restore will work; alerts stay as the evidence trail.
Plain text, no markdown or emojis (apply the PSA Note Discipline base skill). As a Flow,
apply that classification, exposure statement and priority directly.
6. Handle here or escalate per backup-failure-triage; the Axcient support package is
protection model, agent and appliance versions, exact error text, job history, what was
ruled out. When in doubt do nothing irreversible and escalate.
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