Frequently Asked Questions

Transcript

Frequently Asked Questions Contents Where is my data stored?.............................................................................................................................................................................................. 3 Is MAX Backup compliant with German laws? ................................................................................................................................................ 3 Who has access to the data?....................................................................................................................................................................................... 3 Do I need to consider the US Patriot Act? .......................................................................................................................................................... 3 Do my customers have local access to their data? ....................................................................................................................................... 3 Can I set up my own storage node? ...................................................................................................................................................................... 3 What are the benefits of a Hybrid solution? ...................................................................................................................................................... 3 How can I sell the product? ......................................................................................................................................................................................... 4 How does the backup/ restore process work? ................................................................................................................................................ 4 What do I do in case of a disaster? .......................................................................................................................................................................... 4 What do I do if I want to restore single files? .................................................................................................................................................... 4 What encryption is used?.............................................................................................................................................................................................. 4 Is it possible to send the data through the Internet connection? ....................................................................................................... 4 My Internet connection is slow. Can I still do the initial backup? ........................................................................................................ 5 Can I work while I am doing my backup? ........................................................................................................................................................... 5 Can the solution be branded as our own? ......................................................................................................................................................... 5 Can it scale as business data and client grow? ................................................................................................................................................ 5 Can I monitor all my client’s backups in real time? ....................................................................................................................................... 5 My client’s environments are varied: Cross platform compatibility? ................................................................................................. 5 My client needs 5+ years retention? Is this possible? Does it cost extra? ....................................................................................... 5 Can I monitor MAX Backup with MAX Remote Management?............................................................................................................. 5 Does the solution integrate with any PSA tools? ........................................................................................................................................... 6 Can I offer potential new clients a free trial? ..................................................................................................................................................... 6 Which Plugins does MAX Backup support?....................................................................................................................................................... 6 MAX Backup | Frequently Asked Questions 2 Where is my data stored? MAX Backup uses only first class global data centers. In the case of Germany you data is stored at a Düsseldorf Datacenter, which is DUS1 certified and includes: ISO 9001:2008 Standards for Quality Management Systems ISO 27001:2005 Standards for Systems designed for Information Security Systems PCI-DSS Standards for Secure Credit Card payments. These are the highest certifications that a datacenter must have to offer high reliability and protection service. Is MAX Backup compliant with German laws? Yes, MAX Backup complies with the German law, we have an official compliance document written by a data security lawyer that confirms that if you are using our product you are compliant with German laws. If you would like a copy, you can request one form your distributor or MAX Backup Sales Manager. Who has access to the data? Only the customer has access to their data, when you set up a new device you’ll be asked for an Encryption Key (password). The owner of this key is the only person that has access to the data. If they lose the private key, there will be no possibility to reset the password or gain access to the data. Do I need to consider the US Patriot Act? The US Patriot Act is to be considered only for US companies, as LogicNow is a European company we do not need to consider the US Patriot Act. Do my customers have local access to their data? MAX Backup offers you a feature that is called LocalSpeedVault™ (LSV) which is a replica of the stored data, including compression and encryption, on a local device that could be a NAS, USB, external Disk etc. The great benefit of this feature is that in addition to the cloud access, your customers now have a local copy of their data, so that they can restore even quicker and maintain redundancy in case the internet connection is down. This service is offered to you for free without any additional costs. We also offer the Virtual Drive, at no additional charge, which will give the customer the ability to do drag and drop restores without accessing the Backup Manager or possible affecting the current backup set. Can I set up my own storage node? If you don’t want to use our data center, you can of course set up you own storage node in your data center. We are hardware independent and offer the following platform choices: Free BSD (ZFS) – suggested option (any amount) Linux (15 TB to 25 TB) Windows Server (up to 15 TB) What are the benefits of a Hybrid solution? Using a hybrid solution gives you the best of both worlds, cloud and local storage. This significantly increases data reliability due to having an offsite, cloud copy of your data. Also it gives you flexibility to easily access your data while you are traveling. For example, your road warriors can have easy access to their data if they need to restore a price list, presentation etc. All they need is an Internet connection and they can quickly restore data. This is not possible if you are using legacy systems, such as tape backups. MAX Backup | Frequently Asked Questions 3 How can I sell the product? There are several ways to sell the product, we suggest to make packages based on protected data size, for example you might define 25GB and 50GB packages for workstations and 100GB and 250GB packages for servers with a fixed monthly fee that you can bill to your customer. As you know, all our features are included in one single price, so you don’t need to consult a complex pricelist. What you can do is create custom packages that include a certain type of feature that allows you to charge extra for these features like LocalSpeedVault, Archiving, Bare-Metal Recovery, etc. We also provide you with several white label marketing materials that helps you to sell the product and also explain to you the first approach on getting started with the product. The MAX Backup Sales Team is available any further assistance you may require with this. How does the backup/ restore process work? MAX Backup uses our own proprietary deduplication technology which is called True Delta® which works at a file and block level. MAX Backup doesn’t back up the entire file every time as many competitors do, instead we break the file into pieces and compare those pieces to what we have already protected. If the pieces of a file haven’t changed or are already protected we move to the next item. This allows us to achieve incredible performance for Backup and Restore. What do I do in case of a disaster? In addition to granular file, folder and application restores, we offer two ways to recover your entire system, the first way is to use our Virtual Disaster Recovery (VDR) technology which allows you to recover your system to a Virtual Machine such as VMware or Hyper-V for example. VDR is useful and very quick if you need to restore fast but you have no similar hardware available for restoring your machine. The second option is Bare Metal Recovery (BMR) which allows you to restore a machine to equal or similar hardware. The procedure is very straightforward. Firstly, you must prepare a USB stick that allows you to boot the machine you are restoring and then you access your data with your private key. If you are using the LocalSpeedVault, VDR and BMR are even quicker because you can restore from your local network instead of using the Cloud. What do I do if I want to restore single files? Restoring a single file is very easy, you just need to go to your Backup Manager on your device and you can browse your backups and select the single file that you want to recover. If you already have the file on your notebook and you want recover just the previous version of it, then we will just download the Blocks from the file from yesterday and replace the actual blocks. Otherwise we will download the whole index for that file and rebuild it from scratch. What encryption is used? We use military encryption from AES 128-Bit, AES 256-Bit or 448-Bit Blowfish. An important aspect to keep in mind is also that the data will be encrypted before it is send to our datacenter or to your own storage node. Some competitors encrypt the data once they reach their storage location. We encrypt the data at rest and in transit. Your data is always encrypted until restored. Is it possible to send the data through the Internet connection? We compress and encrypt data at rest and in transit so sending data through the Internet is safe and secure. Once your initial seed has been sent, we only send up the data block changes which is only 0.5%, on average, per day compared to the total size of selected data. This allows the backup software to run much faster and more efficiently. MAX Backup | Frequently Asked Questions 4 My Internet connection is slow. Can I still do the initial backup? We assumed that this would be a common customer question so we have extensively researched and tested it. Customers with slow Internet connections can use our Seed Loading options which allow you to save the data to a local disk and take it to another location that has a faster Internet speed to do the initial upload. We only do delta block changes from here going forward making our product faster, better and more efficient. Can I work while I am doing my backup? MAX Backup uses very little system resources so running backups during business hours won’t affect your system or network but if you would like, you can schedule backups in the evening or, you can even throttle your bandwidth to ensure optimum performance. Utilizing our True Delta Technology®, you can easily work while your backups are running; even while working on a file that is currently being backed up. We will recognize the changes and will add the changed blocks to the next backup. You can benefit from our bandwidth management tool that allows you to customize your internet performance during the day in order to not affect other internet applications such as VoIP, CRM, Mail, Surfing etc. The traffic shaping feature is applicable for upload and restore. Can the solution be branded as our own? MAX Backup is more than just a white labeled solution; you can brand it as your own. The branding procedure is done directly by your Cloud Management Console (CMC). From there you have the possibility to upload your own logo and sell the product as your own. Can it scale as business data and client grow? It scales automatically without any additional work and can accommodate very large customers who have data sets that scale into the petabyte range. This is a great feature because you don’t need to invest in new hardware or reinforce your existing infrastructure to maintain the same performance. Also, you don’t have to worry or wonder if your company continues to grow, will you have to transition to another solution to handle your growth. Can I monitor all my client’s backups in real time? Yes. In the Cloud Management Console (CMC), you can view all your customers and their backup’s status for the last 28 days. There is additional information you can access such as successful backups, backup with errors, backup not successful. The CMC is your central interface for monitoring all your customers within one single console. My client’s environments are varied: Cross platform compatibility? This is not a problem. MAX Backup supports several OS platforms such as Windows, OSX and Linux so you can have several operating systems at your customer’s locations and you can use the same Cloud Management Console (CMC) to manage them all. My client needs 5+ years retention? Is this possible? Does it cost extra? The normal retention period is 28 days however you can use our archive feature that allows you to define a specific data source on a specific day, month to be archived. Archived backups are not an additional fee. These backups will stay archived indefinitely so that you can fulfill these customer requirements and if you want, you can build a service around this feature to earn additional revenue. Can I monitor MAX Backup with MAX Remote Management? Yes. Using at least agent 9.5.3, you can set up a MAX Backup check in your dashboard to monitor success or failure of the machine. MAX Backup | Frequently Asked Questions 5 Does the solution integrate with any PSA tools? Yes. You can integrate Autotask and Connectwise directly into your CMC for billing integration. Also, you can take advantage of MAX Service Desk, which is our Ticket Management System, and it allows you to open and close tickets in regards to MAX Backup. Can I offer potential new clients a free trial? You have the ability give your customers a 30 trial, if you so desire. Which Plugins does MAX Backup support? MAX Backup supports the following data sources: Files and Folders System State (used to restore an entire machines settings) VMware MS Hyper-V MS Exchange (including 2013 Exchange support) MS SharePoint MS SQL My SQL Network Shares Oracle Multi operating systems: Windows, Linux, OSX MAX Backup | Frequently Asked Questions 6 USA, Canada, Central and South America 4309 Emperor Blvd, Suite 400, Durham, NC 27703. 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