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Service Provider FAQ


Getting Started
Why should I choose TrueSafe?
How much does it cost?
I already resell an online backup service, why should I consider changing?
Can I brand my own service?
Can I try it out? Do you offer a trial?
I want to order the service, what's the next step?

Setup
What is involved in getting set up? How long does it take?
How do I provision one of our users?
My customer wants the service deployed at their facility, can I do that?

Technical
Can I backup my customer's servers too?
Can I backup Microsoft Exchange?
Is my customer's data secure?
What is the format of the archives saved on my host computer?
What is the maximum size of a backup?
My customer has a lot of data to backup. Can I do the initial backup locally and
   transfer this to my host?

How long does a backup take?
Can I control the internet bandwidth allocated to the service?
How does a user restore their data?
My customer also wants to backup to his local storage too, is that supported?
Can I run the TrueSafe client as a Windows Service?
What TrueSafe client editions can be used with the service?
What are the system requirements for the host computer?
Do my customers have to change their firewall settings?



Getting Started
Why should I choose TrueSafe?
TrueSafe allows you offer your own online backup service using your own hardware and storage. It has all the software and infrastructure you need to begin offering your service immediately. TrueSafe has been designed from the start for secure backup over the internet, resulting in a reliable product and satisfied customers.

I already resell an online backup service, why should I consider changing?
If you are reselling someone else's service today, you will find that offering your own service with TrueSafe results in dramatically higher profit margins. You get to set your pricing and packaging. Even more, you no longer have to worry about when your reseller terms and commissions will change again.

Can I brand my own service?
Yes, you can brand your own service, including the application name, domain source for TrueSafe's email notifications, support links, and more.

How much does it cost?
Pricing is subscription based, which eliminates capital costs and allows you to scale with your customer adoption. The service includes all software for your end users, server/host control, user provisioning and administration, as well as secure authentication. See Buy for details.

Can I try it out? Do you offer a trial?
You can download the free Personal Edition and activate the Professional Edition trial and try out TrueSafe's online backup capabilities.

I want to order the service, what's the next step?
Contact Sales to order your service today.


Setup
What is involved in getting set up? How long does it take?
Setup is fast and easy. Simply set up a server with attached storage, install and setup TrueSafe, and you have your service available. We can even refer you to pre-packaged hosted systems to help you get started. Contact Sales for more information.

How do I provision one of our users?
To provision a user, you sign in to your web-based administration tool, choose the menu to add a user, and then simply enter the user's email address and allotted disk space.

My customer wants the service deployed at their facility, can I do that?
Yes, TrueSafe supports a variety of deployment models. Contact Sales for further information.


Technical
Can I backup my customer's servers too?
Yes, you can backup servers as well as workstations/desktops and laptops.

Can I backup Microsoft Exchange?
Yes, you can backup Exchange databases (.edb files), Outlook .pst files, and other databases such as SQL Server.

Is my customer's data secure?
All user archives are encrypted, utilizing a strong AES encryption key that only the end user has access to. All encryption is performed on the user's computer, ensuring data is encrypted prior to transit. Further, all communication between the user computer and your host computer is encrypted. Similarly, for file restoration, data is decrypted on the user computer.

What is the format of the archives saved on my host computer?
Archives are AES encrypted. All encryption is performed user/client side, ensuring complete user security.

What is the maximum size of a backup?
The maximum size of a backup is only limited by the storage quota you allocate to the user and your available storage.

How long does a backup take?
TrueSafe has intelligence to perform incremental backups- only backing up information which has changed. Generally, the initial backup will require a longer period of time, the time required usually limited by the available internet bandwidth. Subsequent backups are incremental, and utilize sophisticated block level algorithms to only transmit data which has changed at a byte level, resulting in rapid backups and minimizing internet bandwidth.

My customer has a lot of data to backup. Can I do the initial backup locally and transfer this to my host?
Yes, you can seed the initial archive by first backing up locally to portable storage and then transfer the data to your host storage. This can save substantial time in creating the initial archive. Thereafter, all backups are incremental.

Can I control the internet bandwidth allocated to the service?
Yes, you can adjust the data transfer rate to limit the bandwidth allocated to each hosted user. You can also set a bandwidth schedule for a given client, specifying the bandwidth available at specific times of the day and days of the week. For example, you can limit bandwidth during normal working hours, but provide unlimited bandwidth on nights and weekends.

How does a user restore their data?
To restore data, the user simply clicks the Restore Files menu on the application. A convenient Explorer-like view is presented, allowing all or selected files and folders to be restored. The folder location to restore to can also be selected. For large and urgent restores, TrueSafe supports reverse seeding for rapid restore, allowing you to transport the data to your customer site.

My customer also wants to backup to his local storage too, is that supported?
Yes, TrueSafe supports a variety of deployment models. In addition to your online service for offsite backup, your customer can be set up with onsite local backup. TrueSafe supports a relay configuration in which your customers backup all their servers, workstations, and laptops over the lan to onsite storage. This archive is then relayed offsite to your hosted storage. This configuration offers the advantage of convenient local backup, often running on a more frequent backup schedule, combined with the safety of offsite backup. Even better, TrueSafe requires no expensive hardware appliances. Contact Sales for further information.

Can I run the TrueSafe client as a Windows Service?
Yes, you can run the client as a service or an application.

What TrueSafe client editions can be used with the service?
Your service includes the TrueSafe Online Edition, allowing users to backup to your Enterprise Host.

What are the system requirements for the host computer?
A Windows computer running Windows 2000, XP, Vista, Windows 7. Desktop or server edition. Sufficient storage for your hosted users, either resident or network attached storage.

Do my customers have to change their firewall settings?
No, as long as your customers can initiate an outbound TCP/IP connection, no firewall adjustments are necessary.



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