FAQs

          Backing Up Your Critical Data

1. What is an Online Backup Service?
2. First Full Backup
3. Daily Scheduled backups
4. What is the backup Schedule?
5. What happens if my Internet connection goes down during a backup?
6. Do I have to start the nightly backups myself?
7. Can I stop a backup?
8. How do I check my backups?
9. Are my files kept forever?
10. Will SecureTrek keep more than 1 copy of files that change?
11. Is the data compressed?
12. What is a FastBIT backup?
    
    Usernames and Passwords
    
    
13. User names
14. Passwords
15. Encryption Keys
16. Software configuration
    
    Pricing
    
    
17. Charging Period
18. How is the service charged?
19. Account upgrades
20. Account downgrades
21. Does removing data from the backup selections window decrease the size of my archive?
22. Is the service charged on compressed data?
23. What is an account on disable?
24. What is a suspended account?
25. How can I cancel an account?
    
    Data Security
    
    
26. Multiple copies [versioning for security]
27. Transmission security
28. Encryption technology
29. What is the storage facility like?
30. What physical storage is used?
31. I have a slow Internet connection, does it make sense for me to use Online Backup?
32. Can I backup more than one computer to my account?
33. Should I also have a local backup in addition to my online backup?
34. What is the Personal Recovery CD?
35. What do I do if I have trouble connecting to the server or performing a backup?
36. Can I backup open and locked files with the online backup software?

1. What is an Online Backup Service?
   
   An Online Backup Service is an Internet-based service that allows computer users to routinely backup and recover their important data using a secure and trusted server on the Internet.

   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. Simple data backup can be done by saving your data to multiple locations, copying the data from its original location to removable media, another hard drive, or another computer’s hard drive on the network.

   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. Online Backup Software is designed to routinely copy your important files to a private, secure location on the Internet by securely transmitting your data over your existing Internet connection.

   If you have a working Internet connection on your computer, you can use SecureTrek Online Backup Service to keep your important files safe from disaster on a daily basis.
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2. First Full Backup
   
   Everything pre-existing in the targeted directories is backed up during the first, ‘full’ backup. Depending up on the amount of data to be backed up and the available Internet connection, this may take a considerable amount of time.
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3. Daily Scheduled backups
   
   After the initial backup SecureTrek will only archive new and changed data. You can use the ‘Schedule’ feature, which will backup your data at a time you set, usual some time after your working day.
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4. What is the backup Schedule?
   
   As the backup process can take processing power it may be desirable to have backups occur outside of the hours of normal computer use. You can set the backup start time after which the software will enter a ‘sleep’ mode until the time set by the schedule occurs.
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5. What happens if my Internet connection goes down during a backup?
   
   If your Internet connection dies during a backup SecureTrek will wait until the connection is restored and complete the transmission of the file in transit. You are assured of a secure backup as two separate data checks take place before a file is flagged as properly archived.
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6. Do I have to start the nightly backups myself?
   
   The backups take place automatically according to the schedule you create. We recommend scheduling a backup every day, so that SecureTrek will check for new or changed files.
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7. Can I stop a backup?
   
   You can stop a backup at any time by pressing the cancel button. The software will complete the transmission of the file currently in the buffer before stopping the process, so please be patient as this may take a few moments.
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8. How do I check my backups?
   
   At the completion of every backup event a backup window will display details of the backup event. Event and account statistics are displayed along side information about software upgrades, etc.
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9. Are my files kept forever?
   
   SecureTrek is a professional service. You choose to delete files when they are no longer of use to you. You have the option of removing files from the archive server that no longer exist on your local computer, but that is a user initiated process.
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10. Will SecureTrek keep more than 1 copy of files that change?
    
    SecureTrek will retain up to 10 versions of files that change. It will not retain extraneous versions of the same file. Every day that a file is changed will count as a changed file. When a 10 version is logged for archiving, it is secured and then the oldest copy is deleted from the archive.
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11. Is the data compressed?
    
    Data is compressed before transmission to the data center. This will make the data transmission as efficient as possible; you are charge for compressed data only.
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12. 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.
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13. User names
    
    User names can be made up of alphanumeric characters only. No spaces or symbols are permitted.
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14. Passwords
    
    Passwords can be made up of alphanumeric characters only. No spaces or symbols are permitted.
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15. Encryption Keys
    
    Encryption keys can be made up of any key on your computer. They are case sensitive.
    The encryption key is used to generate a code for scrambling your data before transmission over the Internet. Your data is stored encrypted, and is only unencrypted after being returned to your computer.
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16. Software configuration
    
    After the initial registration your SecureTrek software will automatically be configured with your account details. If you need to recover data on a new machine, log into your account on the SecureTrek website and click on the download link. This will install the pre-configured software on a new computer. You will need your user name and password to get access to your online account.
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17. Charging Period
    
    Usually, the service is charged yearly in advance. You have up to 30 days to cancel the service if it does not meet your expectations. If you choose to cancel the service within this time frame we will refund your credit card. You may also choose a monthly rate which is higher than the annual rate, and is billed quarterly.
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18. How is the service charged?
    
    You choose how much data you wish to back up and select that size account for the service year. If your backup needs increases you can upgrade your account by clicking on the upgrade link on the SecureTrek Web-site.
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19. Account upgrades
    
    If you increase the size of your account you will be charged for the additional space until the end of your service year.
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20. Account downgrades
    
    It is not possible to decrease the size of your account within the billing year. If you wish you can choose to lower your service level for your coming year’s service by emailing securetreksupport@SecureTrek.com. Please note if your amount of data is not decreased to within your new size selection your account will not be backed-up but you will continue to be charged.
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21. Does removing data from the backup selections window decrease the size of my archive?
    
    Once a file has been archived it is added to the amount of space you have used. If you want to back up more information without increasing your account size you will have to remove old information from your archives. You will also have to unselect it from the local backup selection window.
    
    You may also choose to set the option to delete files from the backup server that you delete on your computer, see View/Options/Backup, General tab, ‘Send deleted files to Backup Server’ option.
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22. Is the service charged on compressed data?
    
    Yes. The service is charged based upon the amount of storage at the backup server.
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23. What is an account on disable?
    
    You have reached capacity of your selected service limit and backups will not occur until you have increased the account capacity or removed old information from your archive to free up space.
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24. What is a suspended account?
    
    Accounts will be suspended if you have reached the end of your billing year and we have been unable to renew your account with the available credit card details. This information will be displayed on the daily backup report. At the termination of your billing year the suspended account will be cancelled and archived data will be removed from the server.
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25. How can I cancel an account?
    
    If you wish to cancel next year’s service within your current billing year send an email to support@SecureTrek.com.

    We never like to see anyone cancel their online service, but in the event you must cancel your service, please call us at 305-NETWORK (634-9675) to speak with someone 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 SecureTrekSupport@SecureTrek.com and please provide your complete contact information including address, phone & E-mail along with your Username for the online backup service.
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26. Multiple copies [versioning for security]
    
    SecureTrek will store up to three copies of files that change and are resaved. This will allow you to restore an earlier ‘version’ if the latest file gets corrupted or infected by an undocumented virus.
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27. Transmission security
    
    Data is encrypted before transmission to the data center, where it is stored in the encrypted format. It is only unencrypted after it has been restored to your computer.
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28. Encryption technology
    
    SecureTrek uses [AES] encryption technology for data security. This encryption standard has been approved for internal use by the U.S. federal government. It is fast, efficient and carries 256-bit security. To put this in perspective, credit card and bank transactions are carried out over the Internet at 128-bit encryption.
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29. What is the storage facility like?
    
    All storage facilities selected by SecureTrek meet our specified standard. This includes but is not limited to multiple bandwidth providers entering the building, redundant smoke detection and fire retardation systems. Multiple onsite generators to deal with power fluctuations, and bomb proof glass. All access points covered by CCTV cameras with the images stored on media for a period not less than one month. In addition, the facility requires keycard access to the building and the SecureTrek suite. Further, the structure must be able to withstand a Category 5 hurricane.
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30. What physical storage is used?
    
    Customer data is secured on high quality mirrored disk hardware RAID computers with error checking SCSI drives. These machines are housed behind a high security firewall. All machines are monitored through proprietary warning systems at the same Network Operations Center [NOC] as used by our premium service N.O.R.A.D. clients.
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31. I have a slow Internet connection, does it make sense for me to use Online Backup?
    Depending on the speed of your connection and the size of your backup, your initial backup over the Internet may take several hours or even days. 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.
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32. Can I backup more than one computer to my account?
    Yes. We allow you to backup any number of computers to your account. You only pay for the storage space that you use plus a small additional fee per computer. Your account should already be setup to allow you to backup several computers. If you have any problems backing up more computers to your account, simply call or E-mail ( SecureTrekSupport@SecureTrek.com) technical support to request additional computers on your account.
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33. Should I also have a local backup in addition to my online backup?
    
    It's up to you. Users that want an added level of protection may perform local backups in addition to their online backup. Local backups can allow you to backup ALL of your files, while the online backup is a great way to automatically store your critical files off-site. When it comes to your important data, you can never be too safe. Since everyone has different needs, you'll find a wide variety of backup software and services available to help you find the one that best fits your needs.
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34. What is the Personal Recovery CD?
    
    The Personal Recovery CD is a service that we offer which 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. When the Personal Recovery CD is ordered, it includes all of your account data. Each CD holds approximately 650 MB, so accounts with more that 650 MB of storage will require multiple CDs.
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35. What do I do if I have trouble connecting to the server or performing a backup?
    During business hours (9am - 5pm EST) you can call our technical support group for assistance. You can also contact our technical staff via the email support page on our web site. Also, our documentation page has links to some helpful information.
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36. 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, SecureTrek Online Backup can be used with the optional Open File Manager program to make sure that these open and locked files get backed up successfully.
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