Order Here | About Us | Contact Us | Support Center | C3 Billing Console      

  Home > SecureStor Online Backup Services > FAQs Print Page Email Page 

SecureStor Frequently Asked Questions


  1. What is the SecureStor Online Backup Service?
  2. Can we test the backup service before subscribing?
  3. Does it make sense to use SecureStor if you have a slow Internet connection?
  4. What files should you select?
  5. How do you delete files from the SecureStor Backup server?
  6. What is the Personal Recovery CD?
  7. What do you do if there is trouble connecting to the server or performing a backup?
  8. Can you backup open and locked files with the online backup software?
  9. I'm getting an Open File error message in my backup log. What does this mean?
  10. What is a FastBIT backup?
  11. Why is FastBIT important?
  12. What platforms does the SecureStor Backup Client support?
  13. Can you backup other platforms with my SecureStor Client software?
  14. What is the Secret Key?
  15. If I change my secret key, can I still restore old data?
  16. Can I resell the SecureStor Online Backup Services to my own customers?

  1. What is the SecureStor Online Backup Service?
    SecureStor is an Internet-based service that allows computer users to routinely backup and recover their important data using a secure connection to fortified Alentus backup servers. If you use your computer to create and save valuable data for business or personal reasons, you should make some type of backup of your important data to prevent a total loss in the event of any kind of system failure or human error.

    To make this task easier, specialized programs known as Backup Software exist to aid users in regularly making a backup copy of their data. Since some users are not interested in managing the tasks necessary for maintaining their own backups, a new breed of backup software was created, known as Online Backup Software. Our SecureStor client software is designed to routinely copy your important files to locked-down, private servers within one (or both) of our secure data centers by securely transmitting your data over your existing Internet connection.

  2. Can we test the backup service before subscribing?
    Sure! You can download a 15 day trial of our SecureStor Backup Client software, or you can contact our Sales Department directly to discuss which of our packages are right for you.

  3. Does it make sense to use SecureStor Online Backup if you have a slow Internet connection?
    Depending on the speed of your connection and the size of your backup, your initial backup over the Internet may take several hours. 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.

  4. What files should you select?
    Since your entire hard drive is likely to be much larger than the amount of storage you have purchased on the backup server, you should be selective in the files that you choose for backup. In general, you can avoid backing up any programs that you can reinstall from a purchased CD, such as Microsoft Office (Word, Excel, etc.). Why pay for storage for "stuff" you can easily re-install? Try to focus your selection on things like your "My Documents", "My Pictures" or "My Music" folders and data files of your important programs like accounting, income tax, contact management, 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. Check the online help for Filters to learn how they can be used.

  5. How do you delete files from the Backup server?
    In order to control how much data is stored on the online backup server, your online backup software allows you to view all of the data stored on the server and selectively remove files from the server. To view the data stored under your account, run your online backup software and click on the folder tab labeled "Restore". In the left windowpane, Right-Click on the Desktop icon and select "Get Volume List from Server". This will show you each computer that has been backed up to your account. Now you can navigate the folders to see what data is stored on the server. To delete files, click on the button with the Red "X" to enable the Delete Files mode. Mark any files you wish to delete by clicking your mouse in the empty box next to the file(s) you wish to delete. Click the "Delete Files Now" to issue the command to delete the selected files from the server. WARNING: Once a file is deleted from the server, it can no longer be restored.

  6. What is the Personal Recovery CD?
    The Personal Recovery CD is a service that offers copies all of your data from our servers onto CD(s). This allows you to restore the archive of your data from a CD without requiring an Internet connection. This is great for keeping long-term archives of your data or restoring large amounts of data without connecting over a slow Internet connection. Please contact our Sales Department for more information or to order your CD.

  7. What do you do if there is trouble connecting to the server or performing a backup?
    You can either call our technical support group for assistance during normal business hours (6am - 6pm MDT) or login to the Alentus SupportCenter to issue a help ticket. You can also view the technical support section of our web site for some helpful information.

  8. Can I backup open and locked files with the online backup software?
    In the case of many backup software programs, files and databases that are in use during the backup may not get backed up successfully because they are locked to prevent any other program from altering the data. To solve this problem, our Online Backup Client can be used with the optional Open File Manager program to make sure that these open and locked files get backed up successfully. Please contact our Sales Department for more information about the Open File Manager.

  9. I'm getting an Open File error message in my backup log. What does this mean?
    See # 8 above.

  10. What is a FastBIT backup?
    The FastBIT patching process is the core technology behind our speedy backup service. The patching process involves the comparison of two different versions of the same file and extracting the differences between the files. When the differences are extracted from the two files, they are saved into a new file and compressed into what is known as a Patch. The patch file is often 85% to 99.9% smaller than the file which the patch was extracted from originally.

    In order to perform a FastBIT backup, the software has to backup the files 3 times: the first backup is a full, the next backup will perform an incremental, and the third performs the first FastBIT backup.

  11. Why is FastBIT important?
    If you are an end-user, the efficiency of FastBIT will dramatically reduce the time required to backup your data from any network location, include slow dialup connections.

  12. What platforms does the Alentus Backup Client support?
    The Alentus Backup Client software can be installed on any Windows 98SE, Me, NT, 2000, 2003 (.NET) or XP computer. The Alentus Backup Client software communicates with our secure backup servers using the TCP/IP protocol.

  13. Can you backup other platforms with my Alentus Backup Client software?
    The Alentus Backup Client software will only run natively on Windows 98SE, Me, NT 4.0, 2000, 2003 (.NET) and XP. If you want to backup computers with other operating systems, it is possible. Here's how... Since the Alentus Backup Client supports mapped network drives and the Network Neighborhood, it can backup data from any computer that is accessible via the network. A single Alentus Backup Client can backup the local computer and any number of local or remote network computers using the Client's powerful user interface.

  14. What is the secret key?
    The secret key is a special text string used to encrypt all data that is stored on our secure backup servers. The secret key can be changed at any time in between backups or restores. If the secret key is forgotten or lost, our Backup Server administrators may not be able to recover the data on the server.

  15. If I change my secret key, can I still restore old data?
    When you change the secret key, the previous secret key (and all keys before it if any) are encrypted together using the latest secret key. This way, you need only remember the latest key and do not have to be troubled with remembering, potentially, many keys from past changes.

  16. Can I resell the SecureStor Online Backup Services to my own customers?
    Yes. If you are an Alentus Reseller, ISP or interested in starting an online backup service, our turnkey Online Backup Service is the perfect platform. We can setup and manage a Backup Server within our secure data center(s) and allow your customers to connect via Dial-Up, Internet or direct network connection with a brandable version fo the Backup Client software. If you sell hardware and/or storage solutions, you can also configure and manage a complete Intranet backup solution with our package. Please contact our Sales Department for more information.

SecureStor Backup Services Billing FAQ

  1. What happens if I exceed my quota?
  2. How do you calculate my billing?
  3. How can I get a receipt for the services billed to my credit card?
  4. How do I change my billing information?
  5. How do I cancel my online backup service?

  1. What happens if I exceed my quota?
    In most cases, your account will allow you to exceed your paid storage quota on the backup server. If you exceed your quota, it is likely that a message will pop-up on your screen to notify you that you have exceeded your quota and you are likely to incur an additional charge for the additional storage used. Check your pricing plan to determine the costs for additional storage. Currently, additional storage costs $9.95 per month for each additional 250 MB over your paid storage quota.

  2. How do you calculate my billing?
    Monthly Billing Customers - 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.

    Annual Billing Customers - When you purchase an annual plan, you purchase a certain amount of storage for an entire year. For instance, a customer that purchases a 500MB annual plan can store up to 500 MB on the backup server for an entire year. Each month, your storage usage is compared to the storage allowed by the annual plan that was purchased. If any additional storage is being used, a charge for the additional storage will be processed for that month. This additional charge only applies for months where the storage usage exceeds the amount allowed by the base plan that was purchased.

  3. How can I get a receipt for the services billed to my credit card?
    As all of our billing is performed electronically, you will be emailed a receipt to your account email address.

  4. How do I change my billing information?
    To change your billing or account information, please log into your Alentus C3 Customer Console. You can then change your credit card and other billing information within this console.

  5. 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 login in to your C3 Customer Console and choose the "Cancel Services" link. You may also call us at (780) 429-9903 to speak with our Accounts Department regarding the cancellation of your online backup service. Once an account is canceled, the data may be permanently deleted, so if you want a copy of your backups, please consider a Personal Recovery CD prior to cancellation. If you wish to cancel your account via E-mail, send a message to our Sales Team and please provide your complete contact information including address, phone & E-mail along with your Username and Password for the online backup service

 

  Have questions? Need answers? If you have any questions regarding the SecureStor Online Backup Service, our helpful and friendly Sales Representatives are happy to assist you. Please contact our Sales Department toll free at 1-877-922-9903, Monday - Friday from 7:00 am to 5:00 pm MDT.