| General Questions |
| Q: |
How Does It Work? |
| A: |
Online Backup is an automated, easy-to-use service that backs up the data on your PCs and laptops using your existing Internet connection. Your data is securely transmitted to an offsite location, where it is available for recovery at anytime and to any PC. |
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| Q: |
Do I need to understand backup technology? |
| A: |
No, Online Backup is a fully managed service designed to ease the strain of backup system management from already overburdened IT departments. Once you are set up, there is no further action required to have your files protected each day at a secure offsite location. |
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| Q: |
Can I use my existing Internet Connection? |
| A: |
You can use any Internet connection, although the service works best with a broadband type of Internet connection such as DSL. |
| Q: |
Will Online Backup affect my PC performance? |
| A: |
Online Backup uses advanced technology to minimize the disk and processor usage on your PC, enabling you to continue to work effectively even while the backup is running. |
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| Q: |
Can I buy Online Backup software and run it myself? |
| A: |
Online Backup is a service that has integrated the best hardware and software available today into a complete managed data protection service. You cannot buy a single piece of software that will provide you with all the capabilities that Online Backup provides you with. |
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| Q: |
How long does it take to get set up with Online Backup? |
| A: |
The set-up process is very quick and easy. After ordering online, it involves a simple download and installation of agent software, and some basic initial configuration. The process generally takes less than thirty minutes, depending on how quickly you are able to make decisions on exactly what data to protect. |
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| Q: |
What platforms are supported? |
| A: |
Online Backup currently supports PCs only with Windows, Linux and Solaris. |
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| Q: |
Is there a limit to the amount of data that I can protect? |
| A: |
You can protect as much data as you need. Online Backup will manage increasing amounts of data without any system changes required from you. |
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| Backup and Restore Questions |
| Q: |
How long will my backups take? |
| A: |
Backup time is a direct reflection of the available bandwidth and the data footprint being protected. Online Backup uses advanced technology to backup only the changes to your data, ensuring that backups are as quick and efficient as possible. The first backup will take longer than the daily backups due to the amount of data initially being backed up. See below charts for estimated backup times for both the initial backup and daily backups. |
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Estimated Initialization Period
Assumption: 50% Data commonality |
| Network Speeds |
| DSL Maximum Downstream Speed |
256 Kbps |
1.5 Mbps |
3.0 Mbps |
6.0 Mbps |
| DSL Maximum Upstream Speed |
128 Kbps |
256 Kbps |
384 Kbps |
512 Kbps |
| Data Protected |
| 96 hrs |
11 GB |
22 GB |
33.1 GB |
44.2 GB |
| 72 hrs |
8.2 GB |
16.5 GB |
24.8 GB |
33.1 GB |
| 48 hrs |
5.5 GB |
11 GB |
16.5 GB |
22 GB |
| 36 hrs |
4.1 GB |
8.2 GB |
12.4 GB |
16.5 GB |
| 24 hrs |
2.7 GB |
5.5 GB |
8.2 GB |
11 GB |
| 8 hrs |
900 MB |
1.8 GB |
2.7 GB |
3.6 GB |
Estimated Daily Backup Data Transfer Times
Assumption: 5% daily rate of daily customer data change, 50% commonality |
| Network Speeds |
| DSL Maximum Downstream Speed |
256 Kbps |
1.5 Mbps |
3.0 Mbps |
6.0 Mbps |
| DSL Maximum Upstream Speed |
128 Kbps |
256 Kbps |
384 Kbps |
512 Kbps |
| Daily Backup Data Transfer Time |
| 20 GB |
< 8 hour window |
< 8 hour window |
6 hours |
4.5 hours |
| 15 GB |
< 8 hour window |
6.5 hours |
4.5 hours |
3.5 hours |
| 10 GB |
< 8 hour window |
4.5 hours |
3 hours |
2.5 hours |
| 5 GB |
4.5 hours |
2.5 hours |
1.5 hours |
1.5 hours |
| 1 GB |
1 hour |
0.5 hour |
0.5 hour |
0.25 hour |
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| Q: |
How do I select data to backup? |
| A: |
This step is done during the ordering process. You determine which data on your system needs to be protected and identify where it is located. For example, selecting “c:\documents and settings\my documents” will protect everything in this sub directory. |
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| Q: |
How do I perform a backup? |
| A: |
Once set up is complete, daily backups are automatic and do not require any action on your part to run. |
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| Q: |
How do I know that my backup was successful? |
| A: |
The Online Backup service includes a Web-based portal that enables you to view the status of your backups. The same portal also enables you to see reports on your backup with information such as how much data you are protecting. |
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| Q: |
How long is my data kept? |
| A: |
Your backups are kept for 30 days. Each backup represents a full copy of the data on that date. |
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| Q: |
How can I recover my data? |
| A: |
Your data can be recovered by logging into the online restore site and selecting the date of the backup and then which file or folder to restore. You can restore the file that was backed up most recently or restore a previous successful backup within the last 30 days. |
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| Q: |
Can end-users restore data themselves? |
| A: |
Absolutely. The recovery process is simple and intuitive. |
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| Q: |
How long will a restore take? |
| A: |
Recovery time is directly correlated to the connection speed and the size of the files being restored. When restoring a folder, the files are compressed, reducing the restore times. See the table below for estimated recovery times. |
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| Q: |
How many earlier versions of a file can I store in my account? |
| A: |
Online Backup backs up your files each day and stores them for 30 days. If you change a file every day, you can store up to 30 versions of that file in your account. |
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| Q: |
How do I view the versions of a single file stored in my account? |
| A: |
Viewing the files stored in your account is as simple as accessing online restore site. The restore site shows you an intuitive calendar with the dates of each of your backups. You can select any successful backup date to view the files backed up on that date. Your files are stored in the same way as they are on your computer, making navigating to a specific file very intuitive. You can even view the individual files from within the portal before you restore them. |
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| Q: |
How do I restore the latest version of one or more files? |
| A: |
Access the online restore site and select the most recent backup date as shown on the calendar. Then navigate to the files you wish to restore. Your files are stored in the same way as they are on your computer, making navigating to a specific file very intuitive. Select the files you want to restore, then select the location to which you want to restore them. They can be restored to their original location or another location, even on another computer. |
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| Q: |
How do I know that my data is recoverable? |
| A: |
Each backup is validated daily by the Online Backup platform. Any data that was in good condition when initially backed up is recoverable. |
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| Q: |
Can I recover Windows and my applications? |
| A: |
No, Online Backup does not recover operating systems and applications, only application data. Application data is anything that you have on your hard drive except for programs and the system files that make up the operating system. This means that all your files such as presentations, spreadsheets, and email archives can be protected. |
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| Security Questions |
| Q: |
Where is my data stored? |
| A: |
Your data is sent to a secure datacenter with 24x7 security protection and maintenance, redundant, uninterruptible power sources, state-of-the-art fire suppression and air conditioning systems, and network management and monitoring. |
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| Q: |
Is my data safe while traveling across the Internet? |
| A: |
Data is secured while in transit with 128-bit AES encryption. In addition, only the bit level changes that do not exist on the backup platform are being transmitted, so complete files are not being sent. |
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| Q: |
Can other companies using Online Backup access my data? |
| A: |
Company data is only accessible by authorized users of that company. Multiple access controls are in place to ensure that your data stays private. |
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| Q: |
Can other people in my company access my data? |
| A: |
No one else at your company can access your data other than your company’s administrator for the Online Backup service. |
| Business Questions |
| Q: |
How do I purchase? |
| A: |
Please visit http://smallbusines.bellsouth.com/internet/onlinebackup.asp to start the ordering process. Payment can only be made via credit card. Once the order process is completed, you will receive an email with your order confirmation. This email will contain a link which you click to begin the software installation process. |
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| Q: |
Is there a contract? |
| A: |
There is no contract required with Online Backup and you can cancel at anytime. You pay only for the data you have backed up. |
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| Q: |
Can I test before I buy this service? |
| A: |
Because no contract is required, you can try this service at any time. You will only pay for the data that you have backed up. |
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| Support and Documentation |
| Q: |
Do I need training to use Online Backup? |
| A: |
Online Backup is an easy to use and intuitive service. No training is required for either administrators or end users. |
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| Q: |
How does customer support work? When is support available? Do I pay extra for support? |
| A: |
Phone and email support is available to you at no extra charge during the following hours: Monday-Friday, 8am-8pm EST and Saturday, 10am-7pm EST. If you need assistance with Online Backup, please contact technical support at 1-866-278-2706. |
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