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What is eRemoteBackup?
eRemoteBackup is an internet based service that allows users to routinely backup and recover their important data
using a secure and trusted server on the Internet.
Why eRemoteBackup?
We are experts in designing, configuring, and implementing backup strategies. eRemoteBackup offers the latest in
backup technology while emphasizing responsiveness to our clients and their concerns.
How is eRemoteBackup different from other backup services?
In a word – service. We have the people, the tools, the know-how, and the desire to get your data back when you need it.
Our clients tell us our approach to service is what really makes eRemoteBackup unique.
Can an eRemoteBackup expert assist me?
Yes. The increasing complexity of operating systems and the integration of operating systems with application software
make restoring data challenging to even computer-savvy people. Our backup specialists deal with issues like Active Directory, Exchange,
network configurations, peripherals, SQL Server, Boot.ini, and System State on a daily basis. When you need to restore, you’ll appreciate
the depth of their knowledge and experience.
Do I have to sign a contract?
No. We don’t require contracts, but we discount our price for contract clients. A company willing to work without a
contract must be very good at what they do, and we are! We keep our customers by providing great service at a fair price.
What factors affect cost?
The primary factors are volume of data, the type of data backed up, the amount of data that changes between backups, and
the number of backups that are retained.
How does the reliability compare with that of tape backups?
No comparison. Our backup service is much more reliable than most tape backups. We have MANY clients who have run our
service without ever changing their configuration and without ever missing a backup. We will put our track record up against any tape
backup system. A major risk of tape systems is that even when all indicators point to successful backups, the restores fail. Secondly,
most companies using tape systems don't employ a secondary fail-safe system. Our system has redundancy built in.
Can I still use my tape system?
Yes. Some of our clients continue to run their tape backups, but no longer transport their tapes off site. Redundancy is the key to data security, so you can never have too many backups.
Does it work if our company has a firewall?
Absolutely, firewall changes are NOT required.
I have mirrored/RAID hard drives. Won't that protect me from viruses or data loss?
No. Mirrored hardware only protects you from a hardware failure. Since 90% of data loss is due to data corruption or user
error, mirrored equipment offers no protection. This is because corrupt data gets instantly written to the mirror equipment. The only way
to protect your data is by having a backlog of backups to restore from.
How do I get started?
Visit our Signup page and submit the form then download the software agent from our website. An eRemoteBackup
technical will contact you with information for configuring your system.
How do you calculate my billing?
On a monthly basis we will compare your pricing plan to your actual storage usage and determine your costs for that
month. If your storage usage is below that amount of storage provided in your base plan, no additional charges will be processed. If your
storage usage is greater than your base plan amount, an additional charge is calculated based on the additional increments of storage
space needed to accommodate for your storage usage for the month. A new calculation is performed every month to determine the billing
total for that month.
How do I cancel my online backup service?
We never like to see anyone cancel their online service, but in the event you must cancel your service, please call us
and speak with someone regarding the cancellation of your online backup service. Once an account is canceled, the data may be permanently
deleted, so you want a copy of your backups.
What type of connection do I need?
You need a reliable, dedicated Internet connection. A reliable connection at DSL speeds or better is sufficient for most
clients. The faster your connection, the more efficiently your backups will run.
I have a slow Internet connection, does it make sense for me to use eRemoteBackup?
Depending on the speed of your connection and the size of your backup, your initial backup over the Internet may take
several hours or even days. Many people with large backup sizes and slower Internet connections will often run their first backup over
the weekend. Once the first backup is completed, each subsequent backup is usually a small amount of data that can be backed up in just
minutes over a slower dialup connection.
Our software can also resume a canceled backup, so you can start the backup during your slow times and cancel it during
your busy times. The next time you start the backup, it will pick up from where it was canceled until the entire backup is complete.
What if I have a transmission or connection failure during the backup?
If a transmission is interrupted in the middle of a backup, the eRemoteBackup software will continue to retry until a
connection can be re-established, then continue the backup where it was interrupted.
What is your uptime record?
Our business is designed for uninterrupted access and continuous operation. Since initiation of service, eRemoteBackup
has maintained over 99.999% uptime. Maintenance is scheduled during weekend off-peak periods and conducted using maximum technical
staffing to increase efficiency and shorten duration. We stockpile replacement hardware on site and maintain access using super-fast
redundant fiber optic connections. With 24/7 onsite monitoring, we're able to address issues immediately should an anomaly occur.
When is technical support available?
Emergency technical support is always available. Routine support calls are handled during regular operating hours
(8:00 a.m. to 6:00 p.m EST).
What is your average queue time?
The technician assigned to a client is responsible for making sure that client's issues are addressed promptly, and all
of our technicians take this responsibility very seriously. We think you'll find our Support one of the most responsive of any company you
have dealt with.
What is the level of expertise of the support technicians?
Extremely high. While our technicians are experts in backing up and restoring data, their training never ends. This is
because upgrades to operating systems and application software are released frequently and present new problems requiring new solutions.
It’s not easy for us to keep up with, and it’s all we do. For someone who is not an expert in data backup and restore, it’s nearly
impossible.
What operating systems are supported?
The following systems are supported natively:
Windows 95, 98, NT, XP, ME, 2000, and 2003.
Other systems can be backed up via networked-mapped drives from a Windows or Linux-based computer.
What type of encryption is available?
There are several available encryption algorithms and key strengths up to 448-bit.
What do I do if I lose my encryption password?
Lost passwords cannot be recovered. They are NEVER transmitted to our servers. We have NO WAY of getting them back.
eRemoteBackup recommends keeping multiple copies of your encryption password(s) in safe, secured remote locations.
What files should I select?
In general, you can avoid backing up any programs that you can reinstall from a purchased CD, such as Microsoft Office
(Word, Excel, etc.). Try to focus your selection on things like your "My Documents" folder and data files of your important programs like
accounting, income tax, contact management, graphics etc. Your online backup software comes with predefined filters, which allow you to
automatically select categories of files without knowing where all the files are located.
How long does the backup take?
Backups are extremely fast. Exactly how long that takes depends on the size of your backup, speed of your Internet
connection, and amount of changed data.
Because the initial backup requires transmission of all data, it takes the longest and may require multiple sessions to
complete. The service will "chip away" at the initial backup until completed with no user intervention required. After the initial backup
is complete, nightly backups are significantly smaller than tape-based systems and result in a much more efficient and faster backup.
Are the backups incremental backups?
No. Every backup is a differential backup. Our system does this by cataloging all included files each backup session then
transmitting only the changed or new files. From a restore standpoint, each backup is a full, complete image of the data that was
selected at the time of each backup. If you need to restore, simply select the backup you wish to restore from and restore the files you
need.
How is my data secured?
The two primary security measures eRemoteBackup employs are (1) limiting access to your data to approved users by
password authorization; and (2) encrypting your data prior to transmission and storing it in an encrypted state in our vaults.
What software will be loaded on my computer?
The backups require a small software agent to be loaded on the computer(s) to be backed up.
After installation, can I make modifications to my configuration?
Yes, and it's very easy to do. Our technicians will show you how it's done during the initial installation. Then you can
make modifications whenever you want. Of course, we are always available if you need assistance.
What type of information is available to the administrator?
Each time a backup is executed, a log file and a catalog are created. The log file is an audit trail for the backup and
displays the start time, connection information, statistics, and summary information regarding the backup. The catalog is an index of all
the files contained in the backup and contains file attribute information, dates, full directory information, and sizes.
Is eRemoteBackup online backup the same as uploading my data to an FTP site?
No. Uploading data to an FTP site is simply a transmission process, whereas the eRemoteBackup service encompasses
many elements, including compression, encryption, and data transport.
How often will my computer be backed up?
Most of our clients schedule their backup to run each night shortly after their office closes. You set up and administer
the backup schedule that works best for your company.
How many backups do you retain?
You can retain as many backups as you want for as long as you require. The server backup agents are totally customizable.
What tasks do I have to do every day to run a backup?
None! Once you schedule the time and frequency of your backups during installation, the backups run automatically. We do
recommend that you check your backup source and logs periodically to ensure that the proper files are included and no pertinent files are
being skipped.
How are open files handled?
Open files in "shared" mode are backed up, but files opened in "exclusive" mode are skipped and noted in the log file.
However, we have an optional integrated open file manager utility (OFM) that can back up files even if opened in "exclusive" mode. Using
the OFM, eRemoteBackup can back up e-mail, databases, intranet applications, and all other open files - even if the files are changing
during the backup.
Do I need to back up my entire computer?
No, but it if you'd like to, our system has the ability to completely backup and restore all supported platforms. Most
clients back up only their data and system files. Select only the files, directories, or drives that you wish to back up. Make sure you
are backing up all your critical files.
How much data can I back up?
Our clients backup sizes range from less than 1 GB to many GB’s.
How much compression can I expect from my data?
That depends on the type of data. The amount of compression varies widely from 85% compression for text files to 0%
compression for compressed image files.
How does the automatic backup scheduler work?
At the time you have scheduled, your computer will make a secure TCP/IP connection to our servers. Your data will be
encrypted before leaving your site, then transmitted to eRemoteBackup and stored in our secure facility.
How do I backup multiple computers? What about remote sites?
Your entire organization's backups can be remotely managed from any Windows machine (firewall/VPN permitting). A single
LAN administrator can configure backups and perform instant restores for all computers even at remote sites.
How do I restore my data?
A restore may involve anything from a single file to an entire system. The eRemoteBackup graphical user interface
lets you select individual files or folders for restoration. There is also a search utility that allows you to scan an entire catalog
using a file specification mask that may include wildcards. If you have a catastrophic loss and no operating system, you must first
install your base OS, service packs, and network drivers then re-install the eRemoteBackup software. Once this is done, you can
connect to the eRemoteBackup servers, recreate your local catalogs and proceed to initiate restores.
Is there a quicker way than online to restore large volumes of data?
Yes. eRemoteBackup can download your data to CD’s or DVD’s for next day delivery.
Can I do a "full" recovery including the System State and Active Directory?
YES! If you choose to backup the System State, our software will restore all applicable System State and Active Directory information.
Can I restore to an alternate location to avoid overwriting a file?
Yes.
Is there a charge to restore my data?
There is never a charge to restore your data online. If you require us to generate physical media and courier or mail it
to you, there may be additional charges. Please contact us for details.
Can I restore to a new computer running a different operating system than I backed up from?
Yes. Because the eRemoteBackup solution supports multiple-platform environments, the backups are stored in a
universal data format. This enables you to restore to any system running on any platform. This is a huge advantage over tape systems
where you generally must restore to the same operating system used for the backups.
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