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Section: FAQ

Q: IS MY DATA BACKUP SECURE?
A: Yes! Your data is fully 128-bit encrypted (using the user defined key unique to you) before being uploaded which is also sent to our back up servers over an SSL connection. So your files are encrypted and then these encrypted files are in turn sent over an encrypted connection so the whole process is VERY secure!

Your data is also kept secure and confidential whilst in storage (even to the system administrator) as your password is one way encrypted and this is used to generate the encryption key which is also stored on your local machine rather than on the back up server so the security is very high. Note: If you forget your password you will not be able to restore your data) so it is important to pick one that you will remember.

However you can increase the security even further (if you wish) as you do not have to use the default encryption method you can instead select the custom option and have full control over the encryption method you require.

Our datacentre (and our secondary location) also has full security in place. The data centre is also our own so we are not dependant on 3rd parties.

Q: ARE ALL MY FILES BACKED UP EACH TIME?
A: The software is smart enough to update only the portions of the files you change so new files will be uploaded complete and existing files if they have been changed will be updated by sending just the changes within the file. For example if you have a 50MB word document and only change a few words, only a small portion of the document will need to be sent to the back up server.

Q: ARE MY FILES COMPRESSED BEFORE BEING UPLOADED?
A: Average compression ratio for text-based files is around 4:1. However, no further compression can be made on files that are already in a compressed format (eg JPG, ZIP). In general you can assume a 2:1 compression ratio for an average cross section of files.

Q: WHAT IS THE PURPOSE OF THE RETENTION AREA?
A: Deleted and modified files in the current back up are moved to the retention area and they will stay there as defined by the retention policy set in your local software for this back up set. Files stored in the retention area can also be restored but note that these also count to your quota.

The default setting for the retention area is 7 days, however this can be reduced to one backup if required or increased to 365 days.

Q: HOW MUCH SPACE DO I NEED?
A: Although the data is compressed the system has a retention setting (as per FAQ above)which means that deleted and past versions of files are stored for the period set up in your retention setting (the default is 7 days). The amount of files that change or are deleted will vary from one company to the next but as rough guide we would recommend starting with 25% more space than the amount you have to back up.

Q: CAN I UPGRADE MY PLAN ONCE I HAVE SIGNED UP?
A: Yes once you have signed up you can purchase a different plan (then immediately delete the old plan) and we will update your existing plan for you this normally takes a few minutes but please allow up to 24 hours as a maximum. If you only need a little more space you can also increase your existing plan in 1GB units at the same rate as your current plan which can be ordered via your panel.

Q: CAN I BACK UP OPEN FILES?
A: Windows XP/Vista and Linux/Unix/Mac can all support this. If you use Windows 98, NT, ME, or 2000 you will need to use a 3rd party tool (like www.stbernard.com) to allow open files to be backed up (or you will need to perform your back up when files are not open if possible)

However some application data can be backed up whilst in use. For example special agents for MS Exchange, MS SQL Server, Oracle, Lotus Notes and MYSQL allow the data from these applications to be backed up while they are online regardless.

Q: WHAT ARE 'Off-LIne backup' 'Logout backup reminder' and 'Local backup' FEATURES?
A:
Offline backup - Designed for notebook users who cannot rely on a regular back up schedule
. The can set an schedule and if this has elapsed back up will run automatically once the machine is online.

Offline backup - Prompts for back up if they logout or shut down the computer.

Local back up- This allows an extra copy of the back up file to be kept on a local hard disk when running backup.

Q: WHAT IF I HAVE A VERY LARGE VOLUME OF DATA TO BACK UP?
A:
As only the changes within the files are sent to the back up server it is possible to back up much more data in total than your internet connection is capable of uploading within a reasonable time. This is fine once the data is uploaded but may be a problem when you upload for the first time.

If this is the case we would recommend that you consider backing up to a disk or hard drive the first time only and sending this to us if the file size is large compared to your connection speed. The alternative is that you do not select everything at once and slowly increase the amount you back up. But note that the data is compressed before being uploaded so a 100MB file will not be as large when it is uploaded any way.

The set up charge for manually doing this is calculated as the same as the monthly fee. For example 15GB would be £15+vat.

The following is a rough guide for the maximum we would recommend uploading initially direct via the internet rather than using our software to create the first back up locally and sending this to us.

Q: CAN I INSTALL THE SOFTWARE ON ONE MACHINE AND BACK UP SHARED DRIVES FROM OTHER MACHINES?
A: Although the software is capable of doing this due to the additional potential problems relating to permissions between the machines this would be unsupported by ourselves
but you are welcome to use the software in this way if you wish.

The correct way to back up additional workstations or servers is to purchase additional back up accounts and run these on each additional workstation/server/laptop.

Connection
File size
Approx time.
Dial up modem - 56k
400MB
~16 hrs
Broadband up to 2MB/s) - Upstream 256kbps
10GB
~88hrs
Broadband MAX (ie 8MB/s ) - Upstream 400kbps
20GB
~104hrs
Broadband MAX- 800kbps - Upstream 800kbps
40GB
~104hrs
2MB leased line - - Upstream 2048kbps
100GB
~116hrs

Q: HOW DO I RE-INSTALL?
A: If you need to re-install as a new account name click here for a guide.

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SUPPORT FAQ

Q: VISTA - BACKING UP OUTLOOK?
A: the default location for the current client (5.2.2.2) is :

OBM->%backup_set%->Backup Source->Standard->Outlook

This is a junction link from original location and Vista handles this differently from other OS so please use the following format to backup Outlook instead.

My Computer->C:\Users\username\AppData\Local\Microsoft\Outlook\*.pst

 



Back up data from your own network to a remote server in our data centre.

Enterprise solutions involving dedicated primary and replication servers also available. Please contact us for details.

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