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Managed Backup Reliable for anyone? Is it worth it?

Right now I have VMware VMs on dedicated hardware hypervisors that are only seeing 20% success rates  (vs their published 99%) on daily backups with  Managed Backup Service.  A very nonchalant response so far from the managed backup team and its manager. I'm not sure my customers whose data it is would be happy to lose 5 days; just a guess.   

Anyway,  are people using this service?   Is it running reliably?     

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