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FAQ'S

How do I sign up with PacInfo?
Call us at 541-344-5006 or Click Here.

How much does it cost?
Your costs will be based entirely on the amount of compressed data you store with us. You will be billed on a monthly basis for services rendered in the prior month. There are no costs for the software, installation, ongoing support or restores. We encourage our customers to call us anytime they have questions or need support!

How much data can I back up?
You can back up as much data as you like. We will consult with you to ensure that your organization is being protected in the most cost effective way possible, regardless of the amount of data you have.

What types of data can I backup?
We support the following operating systems: Microsoft Windows 2000/XP/2003/2008, Mac OS X, VMware, Novell NetWare, IBM AIX, Sun Solaris, IBM Series (AS400), SUSE & Red Hat Linux.

We also support the following databases: Microsoft Exchange Server & Outlook, IBM Lotus Notes/Domino Server, Novel Groupwise, Microsoft SQL Server (The PacInfo software can back up SQL live), Oracle 8 and above, DB2, mySQL, and PostGreSQL.

What type of internet connection do I need to have to use this service?
An “always-on” high speed connection such as cable modem, DSL line or T-1 line is preferred.

If I have more than one computer that I need to back up, do I have to install it on each one separately?
Our software is completely agentless, which means it only needs to be installed on one computer on your network.


Scheduling and Running Backups

How often can I schedule backups?
You may backup your data on a continuous basis or as infrequently as once a year, as long as your computer is turned on and connected to the internet. With our software, you can set the time and days when you would like the files to be backed up automatically.

How detailed can I be in terms of choosing what directories or files to back up?
A backup set can include an entire computer’s contents, a directory or even a single file.

What happens the first time I back up?
Once you have configured and scheduled your backups, the first backup will run as soon as that scheduled time arrives, typically that night. The first backup will transmit all the data you’ve selected to protect, so depending on the amount of data you have, it may take a while to run. We suggest running your first backup on a Friday night so that it can run over the weekend. If you have a very large amount of data, we can provide an external hard drive. Once you’ve loaded all the backup data onto the drive, we can take it to our data center to be uploaded directly to our backup servers.

After the first backup, only the changes to the files will be transmitted, resulting in nightly backups that happen in minutes.

Can one computer have a higher priority in backing up over another computer?
You can assign different priority levels ensuring maximum flexibility when organizing your backup schedules.

Can multiple computers be backed up simultaneously?
Any number of computers can be backed up simultaneously. However, as your internal network connectivity is a major factor, PacInfo recommends no more than 4 computers be backed up simultaneously in a networked environment. We will work with you to coordinate and schedule your backups.

What happens if the computer stops or crashes during the backup or if the backup is interrupted for some other reason?
If your computer experiences a minor hiccup, your backup will resume where it left off prior to the interruption. If the backup is stopped entirely, it will simply continue on to the next backup in its schedule. It will not revisit the failed backup set until the next time it is set to run, e.g., the following night, at which point it will pick up where it left off. PacInfo’s engineers will be monitoring your backups each day, so if we notice that any of your backups did not run, we’ll contact you immediately to resolve the issue and make sure you are protected.

How many versions of my backed up files are held offsite?
You can choose the amount of versions you would like to keep. Unlike tape where the routine is to rotate tapes in a cycle, our software will only backup a new version of a file when it has changed, guaranteeing you don’t backup the same exact file over and over. The number of versions stored can be configured on an individual backup set basis.

How does the software handle open files?
Open files are an issue in most backup environments. If a file is open exclusively on a workstation, it is the server’s responsibility to stop anyone else, including a backup package, from accessing that file. To help counteract these issues, our software has a range of options which attempt to handle open files. These options should enable the backup of almost any file. We will work with you to figure out the best open file solution for your backups.


Compression/Encryption/Security

How and to what standard is the data encrypted?
The files are first compressed and then encrypted with AES (Advanced Encryption Standard, used by U.S. Government organizations to protect sensitive, unclassified information) using a 128 to 256 bit key, which is set by you to during the installation of our software. This key is unknown to PacInfo and the data remains encrypted at all times, even when stored offsite. The backup data needed for a restore is only unencrypted by the software at your site when it has retrieved the encrypted data form our data center.

What do you mean by compression? What happens?
Compression can be likened to letting the air out of a balloon. Although the air has gone, the structure still exists and can be re-inflated easily. The advantage is that it takes up less room. Files, especially databases, are often full of empty space, which can be removed to make the file smaller for transit, while making it very easy to recreate.

Is there added compression on already compressed files (ex: zip files)?
Zip files and other compressed files are already efficiently compressed. Our software cannot improve on the compression, but the file will only be transmitted once. If the file should change, then our software will check to ensure that only the changed portions of the file are compressed, encrypted and then re-transmitted.


Transmission of Data offsite

Does all of our data get transferred every day?
Only new and unique data will get backed up. Duplicate or unchanged files will not be transmitted.

At what point is the data deemed to be backed up and offsite?
The data is backed up in real time, so when the administration console indicates that the backup is complete – it is also an indication that the backup is offsite.


Restoring Data

At what point is the data available for restore?
The data is available for restore immediately after it has been backed up and is held offsite. Whenever you need to restore data, simply call our office to work with an engineer.

Can an individual file or registry be restored?
Yes, you can restore an individual file or registry and also specify which version you want to restore.

My company is using Exchange Server for our email, can I restore a mailbox or do I have to restore the entire Information Store?
Yes, you can restore a user’s mailbox or even a folder in their mailbox without having to restore the entire Information Store. This feature is a major time saver for companies using Exchange!

Can PacInfo perform bare-metal restores?
Assuming that the machine in question has had a full backup of all files and registry and the data is being restored to a machine of similar hardware, then a full disaster recovery of that machine is very simple. After installing the operating system, there is no need to apply service packs, configure domain security or install additional software to the new machine, as all this information will be included in the restore.

Can you restore a whole backup set to a point in time, e.g. last Monday?
Yes, our software will display all the files that were backed up on any given day. Providing the backed up files have not been deleted by an administrator or overwritten by more recent versions, then it is possible to restore from any given date.

How long will it take to restore my data?
The length of the restore will depend on how much data you are recovering. Typically, you’ll have your data back only moments after you’ve picked up the phone to call us for support. However, if you have a very large amount of data to recover, we can load that data onto an external hard drive and bring it to you or ship it to you.

Can data be restored to a different machine on our network?
Yes, the restore data can be redirected as desired. You are able to browse the network and provide connection credentials for the redirected restore, just as you do for creating the initial backup set.

How many times can I restore my files?
As many times as you like. Keep in mind that support calls and data restores are included in your monthly fee, so you don’t need to worry about incurring additional charges when you restore data.

Can I prioritize which data is restored in the event of a disaster?
Yes. You can select easily which files/directories/servers you wish to restore. There is no need to restore non-essential data if a later time is desired.

Can we perform a test restore of my data?
Yes, we would be happy to work with you at any time to do a test restore of your data. Simply call us and request to set up an appointment with an engineer.

 



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