How can we help you?
- Can I back up on-premises resources with this service?
Our primary focus is on Azure infrastructure resources.
- How often is the service audited for security compliance?
We conduct regular security audits and vulnerability assessments to ensure compliance and to maintain the highest security standards.
- Is the backup service compliant with industry standards?
Yes, our backup service complies with major industry standards and regulations, including GDPR.
- What should I do if my backup fails?
Based on your backup settings you will receive a notification with the details of the failure. Please correct the issue or visit our support page if you are in need of any assistance.
- How do I report an issue or bug?
Please visit our support page where you are able to file a new ticket directly. This ticket will be assigned to one of our support agents. Technical issues will be transferred to the product group.
- What kind of support is available?
We offer 24/7 customer support via email and will respond within 24 hours. Visit our support page for more details on how we can assist you.
- How do I upgrade or downgrade my subscription plan?
You are able to upgrade or downgrade the subscription plan by deploying a different solution from the Azure Marketplace. For any additional question related to your specific needs, please contact our sales team. They will assist you and get you started with a private offer that suits your needs.
- Are there any hidden costs?
Yes, there are hidden costs. All costs are transparently outlined in the subscription plans. Depending on you deployment model, some resources will run in your subscription and will show up on your Azure bill, but this is normal for Azure Managed Applications.
- How is the service billed?
Our service is billed on a subscription basis, with various pricing tiers based on the number of resources and the amount of backups and recoveries (also used for testing). Detailed pricing information is available on our pricing page.
- What is the typical recovery time for a backed-up resource?
Recovery time varies based on the size of the backup and the type of resource. However, our solution is optimized for quick recovery to get you up and running in no time.
- Can I perform a partial restore of a specific resource?
Yes, our solution supports granular recovery, allowing you to restore specific resource groups, or individual resources without restoring the entire backup.
Examples of different scenarios:
- Only production resources
- Only a specific website and all of it's related resources
- Clone an entire environment into a different region**) This only works if all resource types and SKUs are available in the target region.
- How do I recover from a backup?
To recover for a specific scenario you need to select a configuration you created for this situation during the preparation phase. The configuration will instruct the recovery process how to use the backup and get you up and running as quick as possible.
- How do I ensure my data is secure during the backup process?
Our solution uses encryption in transit and at rest to protect your data. Additionally, we comply with industry standards and regulations to ensure the highest level of security.
- Where are the backups stored?
Backups are stored in secure, geo-redundant storage locations to ensure high availability and data durability. Depending on your needs and chosen deployment model, the backups will be out of reach of any harmful operations to ensure a swift and proper recovery process.
- How often can I schedule backups?
You can schedule backups as frequently as every day, depending on your business needs. The scheduling options are flexible to accommodate various recovery point objectives (RPOs).
- How do I connect my Azure account to the backup service?
By deploying the Recovery Vault solution using the Azure Marketplace the connection will be made automatically during the process.
- What are the system requirements for using this service?
Our service is cloud-based, so there are no specific system requirements. You only need a web browser and an internet connection to access the your active subscription.
- Is there a free trial available?
Please visit the Azure Marketplace for the Recovery Vault solution and discover if a trial is available for your environment.
- What Azure resources can be backed up using this service?
Our solution supports backup for almost all Azure resource, except the resources that do not have the native ability to generate a backup. Azure Data Factory is a great example of such a resource type. We do not include exporting of these resource types in our Standard subscription.
- How do I configure the backups for my Azure resources?When the backup solution is deployed to your subscription, follow the back-up instruction manual to configure the scope of the back-up and the frequency of the back-ups.
- How do I sign up for the service?Ensure you have an active subscription with administrative permissions or ask an administrator to assist you. Go to the Recovery Vault solution in the Azure Marketplace and deploy the solution to your environment.
- What is our Backup and Recovery Solution?Our Backup and Recovery Solution is a Software as a Service (SaaS) platform designed to securely back up and quickly recover Azure infrastructure resources. It provides automated, scalable, and reliable backup services with a user-friendly interface to ensure business continuity and data protection.