Remote Backup Frequently Asked Questions
Being new to remote backup services, you probably have quite a few questions. Below you will find a comprehensive list of questions and answers regarding the most common questions we get from our clients. If your question does not get answered below, please do not hesitate to contact us and we will do our best to provide answers to you.
Questions about Pricing and Service Plans
Questions about Account Administration
Questions about Backing Up
Questions about Backing Up Multiple Computers
Questions about Restoring Files
Questions about Pricing and Service Plans
What are the different pricing plans that you offer for online backup?
Is there a limit to the number of computers that we can have installed?
Which plan is right for me?
What if my needs or my company's needs do not fit into one of these plans?
Is the amount of storage space that I use calculated on a compressed or uncompressed basis?
What if I go over the storage space?
Q: What are the different pricing plans that you offer for online backup?
A. We currently have several pricing plans that are based on the amount of data that you need to backup in your environment. We have a Freedom Plan that does not require a minimum level of pre-paid storage space. This allows you the freedom to pay as you need the space. In addition to our Freedom Plan, we have the following plan levels, 50 GB, 100 GB, 150 GB, and a 250 GB per month. The difference between the plans is the cost per gigabyte. The cost goes down as your data backup needs go up. Each plan allows you to start at a level that is most appropriate for your current backup needs. If your needs go beyond these levels, we can offer customized solutions to fit your environment.
Q: Is there a limit to the number of computers that we can have installed?
A. No. There is no limit to the number of computers we can configure and backup with our solution.
Q: Which plan is right for me?
A. It all depends on how much data you are currently backing up and your budget. As one of our clients, we can help you determine the best level to start with based on your current backup needs. Please do not hesitate to contact us for additional information.
Q: What if my needs or my company's needs do not fit into one of these plans?
A. If you or your company has needs that do not fit into any of these plans, please contact us via email at sales@itondemand.com. We would be happy to work with you to devise a plan that will fit your backup requirements.
Q: Is the amount of storage space that I use calculated on a compressed or uncompressed basis?
A. The amount of storage space is calculated on a compressed basis. In other words, the storage space you are using is calculated on the amount of data that is actually sent and stored on the the servers. Depending on the types of files that you are backing up, you may actually receive two or three times more storage space than you are paying for because of compression.
Q: What if I go over the storage space?
A. If the amount of data that you back up (after compression) exceeds the amount of storage included in your plan (plus any additional storage that you have signed up for), you will receive a notification via email approximately 7 days before the end of your billing cycle. You will be able to continue to backup and use the service uninterrupted. This 7 day period gives you the opportunity to delete files that no longer need backing up or to purchase additional storage space. If you are still over the purchased amount at the time of your next billing cycle, you will be billed for additional storage space.
Questions about Account Administration
What happens if I lose my username and password?
What happens if I lose my encryption Key?
Can I change my Encryption Key?
Can You store a copy of my Encryption Key?
Q: What happens if I lose my username and password?
A. If you lose your username or password, email us at backup@itondemand.com and our customer support team will help you with your user information.
Q: What happens if I lose my encryption Key?
A. If you lose your Encryption Key and the Disaster Recovery software is still installed on your computer, then you can Print your Encryption Key or Save it to a file at any time using the software.
If you have had a system failure and the Remote Backup software is not installed, unfortunately, you will not be able to retrieve your data without your Encryption Key. This is because in order to ensure that your data is completely secure, our software does not store a copy of your Encryption Key.
Q: Can I change my Encryption Key?
A. For security purposes, you cannot change your Encryption Key within the software. The only way to change your Encryption Key is to reinstall the software and then select a new Encryption Key. However, you will have to recreate your backup sets and backup all of your files again.
Q: Can you store a copy of my Encryption Key?
A. In order to maintain the highest level of security for your data, we cannot store a copy of your Encryption Key. Please make sure that you keep printed and electronic copies of your Encryption Key in a secure, offsite location, such as a Safe Deposit Box.
Questions about Backing Up
How many different versions of the same file can I store?
How will the remote backup affect my internet connection?
Can I manually start a backup?
How long will my backups take?
Why is my backup taking so long?
What types of files should I backup?
What types of files should I not backup?
How much will my files compress?
Can I setup multiple backup sets to run at the same time?
What happens if a backup is interrupted while it is in progress?
Can I use my computer while a backup is in progress?
Will a backup occur if my computer is not on?
Will a backup occur if my computer is in sleep, hibernate or power save mode?
Will a backup occur if my screen is locked or if I am not logged in?
Can I backup a mapped network drive?
Q: How many different versions of the same file can I store?
A. You have the ability to save an unlimited number of versions of the same file. By default, the software is set up to save 10 versions. The software includes a sophisticated wizard that allows you to manage how old versions are handled, giving you control over your backups and over your storage space. We will assist in making sure these settings are consistent with your business needs.
Q: How will the remote backup affect my internet connection?
A. The remote backup software utilizes your internet connection to transfer data offsite. We have the ability to throttle the usage of bandwidth during business hours, which minimizes the potential impact a large backup can have on your end users. We always schedule backups to run in the evening which ensures that bandwidth impact to your users is minimal. In addition, if there are any concerns about whether a backup is taking up vital bandwidth during peak hours, we can schedule the backups to stop during certain times if they happen to take too long.
Q: Can I manually start a backup?
A. Yes, you can begin a backup at any time using the Remote Backup software.
Q: How long will my backups take?
A. The time it takes to perform a backup will depend on the number of files you are backing up, the size of those files and the upload speed of your Internet connection. Please keep in mind that for most broadband connections, upload speed is considerably slower than download speed.
Your first backup may take hours or even days as all of the files contained in your backup set will be transmitted to the Remote Backup servers. Subsequent backups will take a substantially shorter amount of time as only files created and/or modified since the previous backup need to be transmitted.
Q: Why is my backup taking so long?
A. The length of time it takes to backup, is dependent on the number of files being backed up, the size of those files and the upload speed of your Internet connection. Please keep in mind that for most broadband connections, upload speed is considerably slower than download speed.
Please also check to see what types of files are included in your backup sets. Make sure you are not backing up unnecessary files such as temporary Internet files. If you are backing up your Microsoft Outlook ".pst" files, keep in mind that these files can be very large and will change every time you send or receive a new email. Therefore, you may be transmitting these large files on every backup.
Q: What types of files should I backup?
A. We recommend that you back up important data files such as Microsoft Word and Excel documents, financial information and key databases as well as important multimedia files such as personal pictures. If you are using Microsoft Outlook, you may also want to backup your emails, contacts and calendar by including your ".pst" file in one of your backup sets.
Q: What types of files should I not backup?
A. We do not recommend that you backup Microsoft Windows system files, applications, and temporary files (including temporary Internet files). The Remote Backup software contains a feature that allows you to automatically exclude certain files from all of your backup sets.
Q: How much will my files compress?
A. Every file that is backed up will be compressed. However, the amount of compression depends on the type of file. Some files, such as Microsoft Word documents will often be compressed as much as 3:1 or 4:1. Other files such as many picture and audio files will compress very little.
Q: Can I setup multiple backup sets to run at the same time?
A. Yes, you can setup multiple backup sets to run at the same time. However, if you have multiple backup sets that are set at different times, please ensure that the backups do not overlap. A second backup will NOT start if another backup is already in progress.
Q: What happens if a backup is interrupted while it is in progress?
A. If a backup is interrupted because it was cancelled or because the Internet connection was lost, all of the files that had been backed up before the backup ended will be available to be restored. The backup will continue where it left off during your next scheduled backup or, if you manually begin a backup.
Q: Can I use my computer while a backup is in progress?
A. Yes. You can use your computer normally, including accessing the Internet while a backup is in progress. Backups should not significantly affect your system’s performance.
Q: Will a backup occur if my computer is not on?
A. No. Your computer must be on in order for a backup to occur. In addition, certain systems, especially laptop computers have varied sleep, hibernate and power save modes. Depending on the configuration of your system, Remote Backup may or may not work properly if your computer goes into sleep, hibernate or power-save modes. Please check to make sure that automated backups occur if your computer enters such a mode. If automated backups do not occur, you may have to change the mode settings or turn the feature off.
Q: Will a backup occur if my computer is in sleep, hibernate or power save mode?
A. Depending on the configuration of your system, Remote Backup may or may not work properly if your computer goes into sleep, hibernate or power-save modes. Please check to make sure that automated backups occur if your computer enters such a mode. If automated backups do not occur, you may have to change the mode settings or turn the feature off.
Q: Will a backup occur if my screen is locked or if I am not logged in?
A. Yes. You do not need to be logged into your computer for a backup to occur. You may also lock your screen.
Q: Can I back up a mapped drive?
A. Yes, the Online Backup software supports the backup of mapped drives.
Questions about Backing Up Multiple Computers
Can two computers share the same Computer ID?
How do I add new users/computers to my account?
How do I install the new computers to my multi-user account?
Do all of the computers of my account need the same Encryption Key?
Do all of the computers of my account need the same Username and Password?
Do all of the computers of my account have different file catalogues?
Q: Can two computers share the same Computer ID?
A. No. If two computers have the Disaster Recovery software installed with the same Computer ID, every time one of the computers starts a backup, it will overwrite all of the information from the other computer.
Q: How do I add new users/computers to my account?
A. You can add new users/computers to your account by contacting us at helpdesk@itondemand.com. We will be able to help you setup additional users/computers.
Q: How do I install the new computers to my multi-user account?
A. Our remote backup service comes with unlimited remote support. Simply send an email to backup@itondemand.com letting us know which computer you would like the software installed on and one of our trained technicians will work with you to get your computer setup.
Q: Do all of the computers of my account need the same Encryption Key?
A. Yes. All of the computers of your account do need the same Encryption Key. This enables the account administrator to ensure that the data for all computers is properly secured.
Q: Do all of the computers of my account need the same Username and Password?
A. All of the computers require the same Username. Each computer will have a different Computer ID and may have a unique Password.
Q: Do all of the computers of my account have different file catalogues?
A. Yes. Each computer that you are backing up has different file catalogues so that backups are specific to each computer.
Questions about Restoring Files
Is there a charge for restoring files?
Can I view a backed up file without restoring it?
If I restore a file, will it still be backed up?
How do I reinstall the software after a system failure?
Q: Is there a charge for restoring files?
A. No, there is no charge whatsoever for restoring files. You can restore as many files as you wish as often as you like.
Q: Can I view a backed up file without restoring it?
A. Yes. The software contains a feature that will allow you to view a file without restoring it. This works by saving the file to a temporary space on your hard drive and then opening the applicable program to view it. This feature is useful, for example if you have multiple versions of the same file backed up and are not sure which version you want to restore.
Q: If I restore a file, will it still be backed up?
A. Yes. Restoring a file does not affect its backup status. It will still be backed up and available to restore again at a later date.
Q: How do I reinstall the software after a system failure?
A. If you have had a system failure, and the Remote Backup software is no longer installed on your computer, we will need to download and install the software again. Once the software is installed, you will be able to restore your file catalogue (the list of all of the files that have been backed up) and retrieve all of your backed up files. In order to continue to backup your files, you will have to set up your backup sets again. Please keep in mind that in order to restore your file catalogue, you MUST have a copy of your Encryption Key.
