Q: What happens to the data if a Client decides to discontinue TotalCareVAULT services?

A: General Informatics NOC will wipe the data from the collocation. If the Client wants the data, the data on the TotalCareVAULT can be copied to a USB drive.

Q: What is the estimated storage growth a Client should budget?

A: This varies wildly depending on the client themselves. An average estimate would be 1.25 times the current used server capacity.

Q: Is the Virtual Server (Server 2003) being backed up under the SBS 2003 backup?

A: Our recommended configuration under this setup is the install the management and backup agent on both the physical and virtual server and run the backups as if there were two separate/independent machines. The reason being, if there is a failure of the virtual server, but not the physical server we can restore the failed virtual server to our virtualization layer on the TotalCareVAULT. Additionally, we can roll back the virtual server to any point in time that we have incremental images from.

Although our backup software is VSS aware and will backup any VSS application such as MS Virtual 2005 R2, the backup would be tied to the physical machine and would not give us the flexibility of roll backs and we would loose the ability split off the virtual network layer as it is tied to the physical machine.

Q: For mailbox restores, does the STORE need mounted or a full Exchange restore processed?

A: We mount the backup image that contains the EDB and STM files on the TotalCareVAULT. We then have a special tool that will connect to the offline EDB and STM files and break out (make viewable) all the mailboxes. We can then either export the needed items to a .pst file or we can connect directly to the live exchange server from the tool and import the needed items. It is recommended we export to a .pst.

Q: Can an SBS server and a Virtualized Server run virtualized on the TotalCareVAULT?

A: Yes. If the backup agent is on every instance of Windows, regardless if it is a physical or virtual machine, and we are backing each instance of windows, we can restore it to our virtual layer on TotalCareVAULT. TotalCareVAULT will support multiple virtual systems running simultaneously.

Q: Do I need TotalCARE before ordering a TotalCareVAULT?

A: The TotalSUPPORT or TotalCARE plan at the site must be setup first. Ensure you have the site deployed before you try to order a TotalCareVAULT unit to avoid any delays.

Q: How secure is my data and are there multiple copies of it in the event of a total disaster?

A: The data on the TotalCareVAULT device is compressed, encrypted using 256-bit encryption and then transferred over a 256-bit encrypted UDP tunnel to the off-site collocation facility in Baltimore. Once the data reaches the off-site facility it is also copied to a fail over server at the same collocation facility then transferred to a separate collocation facility in Phoenix. In total there are 3 copies of your data if the off-site storage option is selected.

Q: Do I have to reconfigure my firewall settings and any DNS or MX records if we need to virtualize a server?

A: No, the virtualization process keeps the servers system state so no additional configurations are needed. Service will continue to run like they did prior to the server failure.

Q: What is the average file size for a: Differential File? Incremental File? Synthetic Base image?

A: The initial image will be a compressed version of the backup up server. On average, we achieve a 2:1 compression ration. The incremental backup is compressed and represents the changed data on the server.

Q: When TotalCareVAULT is setup as an emergency virtual server, does it still also function as the backup appliance?

A: Yes, TotalCareVAULT will continue to perform backups.

Q: Are the initial images and incremental files the same or different? Where is each stored: TotalCareVAULT? Remotely at General Informatics?

A: The initial image is a complete compressed block level copy of the server’s hard drive partitions. This provides the base from which restores are generated. The Incremental Files are the changed data during the retention period. Data is stored on the TotalCareVAULT appliance and can be stored offsite with retention as well.

Q: The 15 min differential files are store on: TotalCareVAULT? External HD? Remotely at General Informatics?

A: Both if you choose offsite storage and if the client's bandwidth permits file transfers. Only on the TotalCareVAULT if you do not.

Q: What is being sent offsite initially? Each day?

A: Initially a complete image is copied to the TotalCareVAULT and replicated offsite. Each day thereafter incremental files are sent offsite at the scheduled interval setup depending on available internet bandwidth.

Q: What is the frequency of backups?

A: After the base image backup of the server completes the maximum number of incrementals in a 24 hour period is 96. This configuration performs 96 incremental snapshots of the server every 15 minutes throughout the day.

Q: Is there a one TotalCareVAULT to one server, one TotalCareVAULT to many servers, many TotalCareVAULT’s to one server, or many TotalCareVAULT’s to many servers relationship (or can there be multiple ways depending on setup)?

A: On average the ratio is:

Model 1 1:2
Model 2 1:8

Q: Is near time the best term to use for the 15 minute differential backups? If not what is the best term?

A: Near time is the best term to use. Backups consisting of 25 to 50 gigabytes can be scheduled for 15 minute intervals. The more data backed up, the larger the scheduled interval. Backups can be scheduled for once per day if requested.

Q: Can you use the Remote Storage without using TotalCareVAULT?

A: No. The ability to transfer data offsite requires a TotalCareVAULT which effectively replicates the data off site. It’s a resource intensive process.

Q: Can you select certain severs or parts on a TotalCareVAULT image to send offsite?

A: You can select which partitions (or volumes) are backed-up. The entire TotalCareVAULT image will be replicated offsite.

Q: Which operating systems are supported?

A: TotalCareVAULT supports Windows 2000 and Windows 2003 only.

Q: In event TotalCareVAULT is not available, is there a redundant agent that can send the files offsite?

A: No. We are alerted to the health of the TotalCareVAULT through the General Informatics portal. Our NOC will send alerts if the TotalCareVAULT is failing. Clients can be assured as we keep a redundant TotalCareVAULT on hand for Model II. You can hot swap hard drives between the damaged TotalCareVAULT and the redundant TotalCareVAULT for Model II. For Model I, the TotalCareVAULT must be returned for replacement.

Q: What is the relationship between a TotalCareVAULT and multiple domains?

A: If the domains are on the same physical network, the TotalCareVAULT will not have any problems backing up servers with proper domain credentials. The TotalCareVAULT is not a member of a domain.

Q: When bringing back servers online after a disaster, can you turn off only certain virtual servers on the TotalCareVAULT but leave the rest of the servers running?

A: Yes you can take down virtual servers one at a time as the original server comes back up.

Q: If a client has more than 8 servers can we have multiple TotalCareVAULT Device's at the client site?

A: Yes, multiple TotalCareVAULT configurations are possible.

Q: Is this an agent based solution?

A: Yes.

Q: If a disaster destroys a server room and clients are working from a virtualized TotalCareVAULT, is the data still backed up to the TotalCareVAULT?

A: Yes. Because the virtual server has the same backup settings and agent configurations the backups will be locally to the TotalCareVAULT and sent offsite.

Q: Can you connect a tape drive to the TotalCareVAULT?

A: No, not directly but the TotalCareVAULT volume can be mounted and shared over a network and then backed up to tape, but this is not necessary if you select the archiving options available. This solution should replace tape and the associated management issues.

Q: For a replacement TotalCareVAULT, will data be preloaded?

A: When the TotalCareVAULT arrives, all you need to do is plug in the RJ-45 cable and you're up and running. There is a cost for the "recovery services". This allows you to use the TotalCareVAULT for 1 week before it must be returned, at your expense to General Informatics. This will allow you to get a new server ordered and in place and do a “bare metal restore” from the TotalCareVAULT before returning the TotalCareVAULT if you so desire.

Alternatively you can choose to keep the TotalCareVAULT and you will be billed for the list price of the new TotalCareVAULT. This would also allow you to use this TotalCareVAULT for the ongoing backup and remote storage when you move forward setting up your client.

Q: Do you have conflict with other VM servers?

A: There is no known conflict; the TotalCareVAULT will only be seen as another server on the network.

Q: Can you schedule the offsite backup transfers for after business hours?

A: Yes, we can schedule the transfer times for the offsite backup transfers however it is not the most efficient design because data continuously changes and it would be a benefit to your client to capture it as it changes.

Q: Can I have more than one server running in a virtual state on the TotalCareVAULT Device?

A: Yes, depending on the amount of hard disk space, memory and processor a server consumes. The only limitation is the physical hardware of the TotalCareVAULT Device.

Q: Regarding initial configuration and management, how much of a Client resources are used versus General Informatics’ resources?

A: The TotalCareVAULT should take less than an hour for a Client staff to initially install. The device needs to be powered on and physically connected to the client’s network.

General Informatics' NOC configuration can take 3-4 hours once TotalCareVAULT is available on-line. The NOC team specializing in the TotalCareVAULT setup can remotely complete the remaining setup and configuration. Only if an issue that cannot be handled remotely comes up, will we send an engineer onsite.

Q: On a similar product, the initial backup transfer maxed out a site’s Internet bandwidth. Will the same happen when I deploy General Informatics’ backup solution?

A: No. General Informatics’ TotalCareVAULT uses Adaptive Bandwidth Throttling of available outgoing bandwidth. An outbound limit can be set, such as, 50% on a 256k connection, only 128k outgoing would be used to transfer data. If 106k of the 256k line was already in use, only 75k (256 – 106 / 2) would be used to transfer data.

Also, the transfer value can also be capped. If you have a T1 connection, you can create a policy that says: “Do not exceed 256K transfers”.

Q: How many data centers does General Informatics have? Where will the data centers be located?

A: There are two data centers the primary in Baltimore the secondary in Phoenix.

• Stored at two XO high availability data centers in Phoenix and Baltimore.
• Highly redundant storage with backup images stored at the data centers on a SAN at the primary facility, then replicated to the secondary facility.
• Connectivity provided by multiple providers with automatic failover capabilities.
• Facilities provide two fiber optic network drops for our backbone.
• Full physical security at each facility including security cameras, key card and biometric access.
• Network is secured with high-end redundant, automatic failover firewalls.
• Fire suppression and environmental control provided.
• Automatic back up power provided by on site generators.
• Your data is never hosted at the collocation facility. This is done because we do not want or have access to the data, for security purposes. Only you should have the encryption key.
• Verification tests are done to point out any data corruption. In the event this occurs, the NOC takes the steps to fix the corruption or re-image a completely new image should the corruption be irreparable.

Q: How far back can I restore data?

A: Multi-Year archiving is available. At any point of time you can restore back to any 15 minute time period within the last 48 hours, any day during the current week, any week during the current month, any month for the current year and any year for the past 7 years.

Q: Can I select what volumes on the server to send off-site to the collocation facility?

A: Yes, you can select which volumes will backup to the TotalCareVAULT.

Q: How long does the incremental file take to transfer?

A: From the server to a TotalCareVAULT on average a few seconds transfer. From the TotalCareVAULT to offsite storage, it varies, but on average 2-3 minutes. Local area network speed, Internet connection speed, and the amount of data changed between delta backups will affect the transfer rate.

Q: Is there an ability to archive?

A: Yes, we’ve added archiving based on Client feedback. You can set the frequency of the archiving on the TotalCareVAULT based on your client’s requirements. Data goes first to the TotalCareVAULT and then to the collocations.

Q: Is the backup solution integrated into the General Informatics Portal?

A: Yes. This is a fully managed solution. You will be able to view backup status information on the General Informatics Portal. Future integration with the customized Client portal will be available as well.

Q: How are VSS backups and restores handled?

A: Our backup is at the block level and it does a ColdSnap (crash consistent state) every 15 minutes where logs are not truncated. Our software does a once in a day VSS aware backup which:
 

1. Pauses VSS aware applications for any memory operations to be completed and does a VSS aware backup. Exchange being a VSS aware application is treated this way.
2. The VSS backup purges the transaction logs for Exchange and other VSS aware applications like SQL Server.
   
   With respect to recovery it depends on what kind of recovery needs to be done. If it’s a mailbox or message level restore we have an application that allows messages or mailboxes to be moved from an unmounted store to a live Exchange server. Assuming a customer deleted an e-mail two days back and wants it back, all we do is mount a 2 day old image and copy the message from the 2 day old unmounted store to the live Exchange server. In case of an information store corruption a previous version of the information store can be copied and the logs replayed.

Q: Can I restore Exchange Mailboxes?

A: Yes, we will have a utility to restore messages, emails, files and folders.

Q: What if the server has a hard drive problem during backup?

A: If there are hard drive errors, an alert ticket is sent to our NOC for investigation and resolution.

Q: Do you backup workstations?

A: Not currently but we are planning a release of desktop backup later in 2007. If you are able to synchronize or host your users’ data on the server then this would be included in the backup.

Q: Can I select what files and folders to backup or exclude?

A: Backups are performed by server volume. For virtualization you must capture the boot volume and any other volume(s) containing server applications. For example if you install the operating system to drive C and Exchange to drive D, you must have both C and D backed up if you want to virtualize the server.