General FAQs

• What software do you use for your PC backup solution?
• How much does your PC backup solution cost?
• What level of support can I expect?
• Are there any hidden costs involved?
• What is the maximum amount of data that I can backup?
• What are the benefits of online backup over an external hard-drive?

Compatibility

• Which Operating Systems does your software support?
• Does your software support specialists applications - for example - Sage or QuickBooks.
• Will the software backup my Outlook or other emails?
• Are there any file types that can’t be backed up?

Security

• Where are your data centres based?
• How secure is your software?
• What encryption levels do you use?
• I have a firewall in place - will I still be able to backup?

Features

• How do I retrieve my backed up files?
• Can I retrieve older versions of a file?
• What bandwidth is required with this service?
• How often will the software let me perform a backup?
• How will I know which files I'm backing up?
• Will Backup Direct help me get used to the software after signing up?
• How long are my files retained for?
• What happens if the computer is not connected to the internet when an automatic backup is due?
• Will the backup software interfere with my computer's performance?
• How long will the first backup take to complete?
• How many PCs can I have linked to one account?
• What happens if I change my computer?

 

General FAQs

What software do you use for your PC backup solution?

We have a wide-range of software available to us because each user has different needs. However, whatever your backup requirements, we have software that works with all PC and Mac Operating Systems and is trusted by some of the world's largest enterprises. You can be sure that your data is being protected by the most robust backup software on the market - trusted by Google, Amazon, Cisco, Time Warner, Price Waterhouse Coopers, Boeing, Visa, Grant Thornton, Philips, and many, many more.

 

How much does your PC backup solution cost?

We have two PC backup solutions available - a 10GB package and an 'un-metered' package. The 10GB capacity package is charged at £20/month. The 'un-metered' capacity package is charged at £30/month - although we recommend a technical backup limit of 125GB. For information on why we recommend this technical limit - contact our Sales Team on 0800 0789 437.

 

What level of support can I expect?

Backup Direct are passionate about providing excellent customer service. All our customer service technicians are based in our head offices in Bath and are available 24/7 with free telephone, email and remote log-in support facilities. Backup Direct see excellence in customer service as key to business growth which is why we implement service metrics like Net Promoter Score to ensure we're doing the right thing by our customers.

 

Are there any hidden costs involved?

Unlike some other providers who charge their backup solutions on compressed storage - leading to unpredictable pricing plans - Backup Direct charge only on the amount of data stored on the machine. Our charge will never fluctuate - you'll know exactly how much you're going to be charged each month.

 

What is the maximum amount of data that I can backup?

With a Backup Direct un-metered package you can backup as much as 125GB. This is our recommended maximum backup capacity per-machine. If you wish to backup more data than 125GB we recommend that you split that with another account on a separate machine. If you would like more information on why this 125GB is recommended and why certain 'Unlimited Backup' offers are misleading - contact our Sales Team on 0800 0789 437.

 

What are the benefits of online backup over an external hard-drive?

Online backup is a more reliable, secure and hassle-free alternative to backing up data with an external hard-drive. Because the online backup process is automated, a user doesn't have to manually carry out a backup which means any data recovered after loss will be recent, not old. Online backup is also a much more secure way to backup data as it is transferred directly from the host machine in encrypted form. Many business users are turning to it because it helps aid compliance to regulation like the Data Protection Act 1998.

 

 

Compatibility

Which Operating Systems does your software support?

The Backup Direct software supports all popular PC and Mac-based Operating Systems. Includes support for Windows 2000, Windows XP, Windows Vista, Windows 7, Mac OS Tiger, Mac OS Leopard and Mac OS Snow Leopard. For special UNIX-based Operating System environments please contact the Backup Direct Sales Team directly on 0800 0789 437.

 

Does your software support specialist applications - for example - Sage or QuickBooks.

We have software solutions that are compatible with most specialist database applications. For example, our software will work with popular accounting packages like Sage, Quickbooks and IRIS and other industry specific applications like legal case management systems and dental software.

 

Will the software backup my Outlook?

It will integrate seamlessly - even backing up whilst the Outlook system is open and running.

 

Are there any file types that can’t be backed up?

If the file is supported by the Operating System it's running on, we have a software that will back it up.

 

 

Security

Where are your data centres based?

Our data centres are based in the UK and EU. For full redundancy, we have data centres in Milton Keynes, London and Brussels. Each site is managed and owned by world leading digital security companies - Iron Mountain Digital and Techgate/IBM. With your data stored securely within the EU, you can ensure compliance to regulation and laws on the safe harboring of data.

 

How secure is your software?

The software we use is the most robust and secure on the market. During the backup process data is compressed and coded using AES and Blowfish encryption technologies, we use Secure Socket Layer (SSL) security channels when we send data over the internet and when being stored, data resides in tier4 state-of-the-art manned and monitored dual-data vaults. Data is encrypted before it leaves your machine, whilst it is being transferred and when it's in storage. The same goes for when it is sent back to your machine, remaining in an encrypted form until it is decrypted on your machine. At no point can anyone outside of your organisation view your critical business data.

 

What encryption levels do you use?

Depending on the technology used, it will be either 128 bit AES or 448 bit Blowfish encryption. Both types are the same adopted by banks and governments and are the most powerful forms of encryption available to the public. When your data is transferred over the internet to or from the data centre, it is done via SSL (Secure Socket Layer) standards, which again, is the standard for secure web communications and transfers.

 

I have a firewall in place - will I still be able to backup?

Yes, the software requests firewall settings as part of the product registration. We can talk you through this process during the registration phase. Note that for the vast majority of firewalls, you simply need to 'allow' our software to connect to the internet.

 

 

Features

How do I retrieve my backed up files?

There are three ways to retrieve your backed up files if you suffer a data loss: 1) Download them back onto your computer using the backup software - simply point and click. 2) Use the remote retrieval portal - a Web-based application through which you can access your backed up files from any computer in the world through a standard web browser - again, simply point and click. 3) Request a return of you data saved onto an encrypted Backup Direct recovery hard-drive (Note: there is an additional charge for this - but it is often covered by insurance policies).

 

Can I retrieve older versions of a file?

With our PC technology, our data centres will store up to 10 previous file state versions for 90 days. All previous file states can be retrieved at any point during this 90 day period. The most recent backup version of each file, however, is retained indefinitely.

 

What bandwidth is required with this service?

A standard home or business broadband internet connection will be sufficient to use the service - it will also work with dial-up connections though performance will be slower. File compression and intelligent data reduction technology means that the size of data sent over the internet is minimized - making data transfer significantly quicker than other technologies and reducing the amount of bandwidth needed.

 

How often will the software let me perform a backup?

The software will let you backup as many times as you want - although on our standard PC backup packages only 10 file versions are retained in storage. After the software install, a user can define specific dates and times that they want their backups to execute in. After that the process is automatic - requiring no more user interaction, unless you want to change your scheduling.

 

How will I know which files I'm backing up?

You will be able to tell which files you are backing up by looking at the backup console in the software. You can define these by checking individuals files or specific folders in a simple 'point and click' process. It could be that you just want to backup your My Documents folder, or another specific directory, but you define what files to backup and which to exclude.

 

Will Backup Direct help me get used to the software after signing up?

Backup Direct employ an 'on-boarding' process for each new customer that signs up. This is an optional customer-confidence process where one of our representatives will bed you into the software - to make sure you're happy with it. We'll show you how to perform common activities and provide on-going technical support 24x7 should you need it.

 

How long are my files retained for?

With our PC backup software, you last backup copy is retained indefinitely. There is a maximum of 10 previous file versions that are also retained, but these are removed after 90 days. For more information on this retention process please call a Backup Direct representative on 0800 0789 437.

 

What happens if the computer is not connected to the internet when an automatic backup is due?

If a backup is due but the computer is offline, the software will automatically backup next time it is connected to the internet. Additionally, there is an option to instruct the software to backup immediately on connection if there has been no backup for a specified amount of time.

 

Will the backup software interfere with my computer's performance?

No. The software runs silently in the background of your computer and only performs backups during user-specified periods or when it’s instructed to. The software agent assumes the lowest priority on the local computer to minimize impact on computing resources.

 

How long will the first backup take to complete?

During the first backup, all selected files must be transferred to the data centres. The time it takes to do this depends on your internet upload speed and the amount of data you're sending to the data centres. If you are planning on backing up a significant amount of data - we recommend that you perform the initial backup in batches, allowing the software to run the backup process over night. During subsequent backups, only changes to the selected files are transferred which makes ongoing backups extremely fast and causes no disruption.

 

How many PCs can I have linked to one account?

It is one account per PC, although you can have as many accounts as you want. Each PC is assigned its own account number which helps identify where the data backed up has come from and where it should be recovered to.

 

What happens if I change my computer?

If you change computer at anytime you simply install the backup software onto the new machine and then configure it to use your unique account number. If the new computer is running a different Operating System from the one before - you will need to call our Service Team because you may need a different software agent.