Siteservers Backup solutions FAQ's

After you sign up for the SiteVault online backup service on our website (http://www.Siteserver.com), you will download and then install the SiteVault software onto your computer. Once the SiteVault software is installed, it will always remain in your system background. You will create backup sets that contain information on the files or folders that you want to backup and the days and times that you want to back them up. Backups will then occur automatically. When a backup begins, the SiteVault software will search all of the folders and files that are contained in your backup set. All new files and all files that have changed since the last backup, will be compressed, encrypted and then sent to the Siteserver servers.

You will be able to restore files at any time, by opening the software and selecting which files you want to restore. If you have a system failure, you will have the ability to reinstall the software and then restore all of your files.

You have the ability to save an unlimited number of versions of the same file. By default, the SiteVault software is set up to save 10 versions. The software includes a sophisticated wizard that allows you to manage how old versions are handled, giving you control over your backups and over your storage space.

You have the option of receiving an email notification that will be sent to you automatically after every successful backup. You can turn this option on or off at any time. In addition, the SiteVault software keeps a log of every file that was backed up. You can view or search this log at any time.

The SiteVault software gives you two methods of choosing files to backup. You can choose folders to backup (such as "My Documents") or you can select files by file type (i.e. Microsoft Word documents). In addition, SiteVault allows you to have an unlimited number of backup sets. You can, for example create backup sets to backup your Microsoft Exchange database once a week and all of your Microsoft Word documents daily during the night.

No. Viruses cannot spread to files that are backed up and stored on the Siteserver servers. If one of your files contains a virus and that file is backed up, the virus will be contained to that one file.

The minimum hardware requirements are a 200 MHz Intel Pentium Pro computer (or equivalent), 64 MB of RAM and 100 MB free disk space.

The recommended hardware requirements are a 400 MHz Intel Pentium II computer (or equivalent), 128 MB of RAM and 300 MB free disk space.

Yes. SiteVault will work with a dial-up Internet connection, though backups will be slower than with a broadband connection.

SiteVault will work on the following operating systems: Windows 98, ME, NT 4.0 Pro/Server, 2000 Pro, 2000 Server, XP Home, XP Pro, 2003 Server and 2003 Small Business Server.

No. Unfortunately, SiteVault is currently not designed to work on a Mac or Linux based computer. Please check back with us in the future as we are planning to add Mac and Linux support. However, you can backup files that are contained on a Mac or a computer running Linux if the hard drives on those computers are mapped to a Windows based server.

The amount of storage space is calculated on a compressed basis. In other words, the storage space you are using is calculated on the amount of data that is actually sent and stored on the Siteserver servers. Depending on the types of files that you are backing up, you may actually receive two or three times as much storage space than you are paying for because of compression.

After you create an account and download the SiteVault software, the installation process will begin. Your first step will be to set up your unique encryption key. Next you will be prompted to enter your username, password and computer ID. The SiteVault software will then test the connection to the Siteserver servers by compressing, encrypting and uploading a test file and then downloading, decrypting and decompressing the same file. Your SiteVault software will now be ready to use. Once the configuration is done, the SiteVault software will guide you through the setup of your first backup set. You will select the files and folders to backup as well as the days and times that you want the backup to run automatically. Finally, you will be prompted to begin your first backup.

Yes. If you have a physical firewall (a hardware device), you should not have to make any changes to your firewall configurations in order for SiteVault to work properly. If you have personal firewall software, such as Norton Internet Security, Norton Personal Firewall, Blackice, ZoneAlarm, NetNanny, etc., you must make sure that your firewall software allows the SiteVault software to pass through. Please click here for basic instructions.

If your business is like most businesses, your data is crucial to the everyday operations of your company. Moreover, the data on your computers is vulnerable to human error, accidental deletion, computer and hard drive failure, viruses, theft and natural disasters such as fires and floods. Ask yourself these questions: If your business did lose its data, how long would it take to recreate? Could your business survive without its customer records, emails, financial data and other documents? Because data is so important and because data is so vulnerable, every business needs a proper method of backing up.

Nearly everyone has invaluable information on their computers such as personal financial information, important documents, emails and contact information. Your computer may also store irreplaceable multimedia files such as digital pictures. Unfortunately, as computers have become more useful, they have also become more vulnerable to data loss from viruses, hard drive and equipment failures, accidental deletions and theft. Properly backing up ensures that you will never lose your important files.

While backing up your data to tapes, CDs, DVDs, ZIP disks or other removable storage devices is certainly better than not backing up at all, these methods are inferior to online backup. First, there is the inconvenience of having to store these types of storage devices offsite. Otherwise, your backups may be destroyed along with your computer(s) in the event of a fire, flood or theft. In today's world, onsite backup really is not considered backing up. Second, if you back up only to removable storage devices, you run the risk of losing your data because tapes, hard drives, even CDs and DVDs all eventually fail. Third, recovering files can be a tedious and difficult process.

Online backup, on the other hand, eliminates the hassles and the worries of traditional onsite backup. Online backup is easy to use, automatic, secure, scalable and affordable. Moreover, online backup requires nothing more than a computer and an Internet connection.

No, these two terms are generally used interchangeably. There is, of course, a difference between different online backup services.

Because we are the best of course!!! Seriously, many factors differentiate SiteVault from other online backup services. SiteVault was created to satisfy the broad need for an easy to use, automatic and secure method of backing up data offsite. The goal of SiteVault was to design a cost-effective backup service that could be used by anyone with even the most limited computer expertise, yet with the functionality and features of backup systems used by Fortune 500 companies. Since its market introduction, SiteVault has quickly gained recognition with customers nationwide, who have come to recognize that SiteVault provides them with a backup solution that is simple to setup, easy to use, completely automatic and most importantly, secure and completely reliable.

However, software features and usability are only part of what makes SiteVault stand out. Siteserver has built its reputation on providing world class customer service and technical support. At Siteserver, we understand how important each customer's data is, and that understanding influences everything we do. We do not view backing up as just another computer application or software product. We view backing up as insuring the valuable assets of a business or an individual, whether it be a medical office's client records or a family's irreplaceable digital pictures. Siteserver's SiteVault online backup service truly is insurance for your data.

Your data will be extremely secure. Your data is encrypted before it leaves your computer with an Encryption Key that only you have. The data is then encrypted again for its transit over the Internet. Your files are then stored, in encrypted form, on multiple servers in high security facilities. Because of the encryption, even Siteserver personnel cannot access your data.

SiteVault encrypts each file using 256-bit AES encryption technology. This encryption technology, used by the U.S. government and military is even more secure than the 128-bit encryption methods that are typically used for online banking. Each file is encrypted before it leaves your system and then remains encrypted on the Siteserver servers, providing complete privacy for your data. There is no way for even Siteserver personnel to access your files, because only you have your unique Encryption Key.

In addition, the SiteVault software communicates with the Siteserver severs using SSL (Secure Socket Layers) technology. This is the same encryption technology used by Internet browsers when a user enters a secured site. As a result, your data is encrypted twice. It is encrypted at all times using the 256-bit AES encryption, and it is encrypted again while it’s being sent over the Internet.

No. Your data is encrypted before it leaves your computer and is sent to the Siteserver servers, where it remains encrypted. Because only you have your Encryption Key, only you can access your files.

Your data is stored on state-of-the-art file servers in two secure data centers located hundreds of miles apart. All of your data is stored in both locations. Each facility has advanced security features such as biometric controlled access, 24/7 monitoring, backup generators and redundant connections to the Internet.

No, you can never run out of storage space. If you are using more than the storage space included in your plan (plus any additional space that you have signed up for), then you will receive an email approximately 7 days before the end of your billing cycle. You will be able to continue to backup and use the service uninterrupted. This 7 day period gives you the opportunity to delete files that no longer need backing up or to purchase additional storage space. If you are still over the purchased amount at the time of your next billing cycle, you will be billed for additional storage space at the rate of $0.0099 per megabyte (the equivalent of $4.95 per 500 megabytes) if you have a Home User Plan or $0.00495 per megabyte (the equivalent of $4.95 per 1 gigabyte) if you have Business Security Plan I, II or III.

Yes, you can begin a backup at any time using the SiteVault software.

The time it takes to perform a backup will depend on the number of files you are backing up, the size of those files and the upload speed of your Internet connection. Please keep in mind that for most broadband connections, upload speed is considerably slower than download speed.

Your first backup may take hours or even days as all of the files contained in your backup set will be transmitted to the Siteserver servers. Subsequent backups will take a substantially shorter amount of time as only files created and/or modified since the previous backup need to be transmitted.

The length of time it takes to backup, is dependent on the number of files being backed up, the size of those files and the upload speed of your Internet connection. Please keep in mind that for most broadband connections, upload speed is considerably slower than download speed.

Please also check to see what types of files are included in your backup sets. Make sure you are not backing up unnecessary files such as temporary Internet files. If you are backing up your Microsoft Outlook ".pst" files, keep in mind that these files can be very large and will change every time you send or receive a new email. Therefore, you may be transmitting these large files on every backup.

We recommend that you back up important data files such as Microsoft Word and Excel documents, financial information and key databases as well as important multimedia files such as personal pictures. If you are using Microsoft Outlook, you may also want to backup your emails, contacts and calendar by including your ".pst" file in one of your backup sets.

We do not recommend that you backup Microsoft Windows system files, applications, and temporary files (including temporary Internet files). The SiteVault software contains a feature that allows you to automatically exclude certain files from all of your backup sets.

Every file that is backed up will be compressed. However, the amount of compression depends on the type of file. Some files, such as Microsoft Word documents will often be compressed as much as 3:1 or 4:1. Other files such as many picture and audio files will compress very little.

Yes, you can setup multiple backup sets to run at the same time. However, if you have multiple backup sets that are set at different times, please ensure that the backups do not overlap. A second backup will NOT start if another backup is already in progress.

If a backup is interrupted because it was cancelled or because the Internet connection was lost, all of the files that had been backed up before the backup ended will be available to be restored. The backup will continue where it left off during your next scheduled backup or, if you manually begin a backup.

Yes. You can use your computer normally, including accessing the Internet while a backup is in progress. Backups should not significantly affect your system’s performance.

No. Your computer must be on in order for a backup to occur. In addition, certain systems, especially laptop computers have varied sleep, hibernate and power save modes. Depending on the configuration of your system, SiteVault may or may not work properly if your computer goes into sleep, hibernate or power-save modes. Please check to make sure that automated backups occur if your computer enters such a mode. If automated backups do not occur, you may have to change the mode settings or turn the feature off.

Depending on the configuration of your system, SiteVault may or may not work properly if your computer goes into sleep, hibernate or power-save modes. Please check to make sure that automated backups occur if your computer enters such a mode. If automated backups do not occur, you may have to change the mode settings or turn the feature off.

Yes. You do not need to be logged into your computer for a backup to occur. You may also lock your screen.

Yes, the SiteVault software supports the backup of mapped drives. Click here and here for more information about backing up mapped drives.

No, there is no charge whatsoever for restoring files. You can restore as many files as you wish as often as you like.

Yes. The SiteVault software contains a feature that will allow you to view a file without restoring it. This works by saving the file to a temporary space on your hard drive and then opening the applicable program to view it. This feature is useful, for example if you have multiple versions of the same file backed up and are not sure which version you want to restore.

Yes. Restoring a file does not affect its backup status. It will still be backed up and available to restore again at a later date.

If you have had a system failure, and SiteVault is no longer installed on your computer, you will need to download and install the SiteVault software again from the Siteserver website. Once the software is installed, you will be able to restore your file catalogue (the list of all of the files that have been backed up) and retrieve all of your backed up files. In order to continue to use SiteVault to backup your files, you will have to set up your backup sets again. Please keep in mind that in order to restore your file catalogue, you MUST have a copy of your Encryption Key.

If you lose your username or password, email us at support@Siteserver.com or call us at 800-569-0155 and our customer support team will help you with your user information.

If you lose your Encryption Key and the SiteVault software is still installed on your computer, then you can Print your Encryption Key or Save it to a file at any time using the SiteVault software.

If you have had a system failure and your SiteVault software is not installed, unfortunately, you will not be able to retrieve your data without your Encryption Key. This is because in order to ensure that your data is completely secure, Siteserver does not store a copy of your Encryption Key.

For security purposes, you cannot change your Encryption Key within the SiteVault software. The only way to change your Encryption Key is to reinstall the SiteVault software and then select a new Encryption Key. However, you will have to recreate your backup sets and backup all of your files again.

In order to maintain the highest level of security for your data, Siteserver cannot store a copy of your Encryption Key. Please make sure that you keep printed and electronic copies of your Encryption Key in a secure, offsite location, such as a Safe Deposit Box.

Yes. Siteserver does offer a service that will save your encrypted files on CD-ROM or DVD. The charge for this service is $14.95 per CD or $19.95 per DVD.

No. If two computers have the SiteVault software installed with the same Computer ID, every time one of the computers starts a backup, it will overwrite all of the information from the other computer.

You can add new users/computers to your account by first logging in to your account. In the Manage section, you will be able to purchase additional users/computers, if you currently have a single computer account or add additional users/computers if you have a multi-user account.

Once you have purchased or added a new computer to your account, you will download the software to that computer and follow the installation instructions contained in this User Guide. Instead of selecting a new Encryption Key, you will Load or Type in the Encryption Key that you selected for the first computer of your account (Computer ID 0000). All other aspects of the installation and configuration are the same.