Reseller FAQ - BackupCare

Q: What is BackupCare / how do I renew it?

BackupCare offers the benefits of automated remote monitoring and the security of Upgrade Protection in one convenient package. BackupCare comes in 12 and 24 month bundles and can be added to existing or new BackupAssist v5 or later licenses.

While your client is covered by a BackupCare bundle, they will be able to:

• Link their BackupAssist v5 or later installation to your Centralized Monitoring Console account for remote monitoring and job report collation.
• Claim upgrades to the latest version of BackupAssist at no cost.

BackupCare is available for purchase whenever you place a new BackupAssist order through your Reseller Portal. Existing BackupCare subscriptions can also be renewed through your reseller portal as follows:

1. Login to your Reseller Portal
2. Navigate to My acount > Invoices from the top navigation bar.
3. Search for the relevant order that you wish to renew the BackupCare subscription of.
4. Under the Actions column click the Extend BackupCare icon for the relevant order and follow the prompts.

Q: If a customer purchases additional BackupCare, is this added to the 3 month free cover? (i.e. giving 15 and 27 months cover respectively)?

When BackupCare is renewed after the initial purchase of BackupAssist, which comes with 3 months of free BackupCare, any additional period of cover purchased will begin after this bonus 3 months free cover has expired.

Q: Does BackupCare begin from the date of purchase or the date of activation?

From the date of purchase.

Q: If BackupCare has already expired, when will new BackupCare cover renewals start from?

Due to feedback from our resellers, we have changed the BackupCare renewal policy. New BackupCare renewals start from the date of purchase of the new cover. For example, if a license's BackupCare cover expired 6 months ago and a 12 month renewal was purchased today, then the license's BackupCare cover will expire 12 months from today.

Who can purchase BackupCare?

Version 5 or later users can purchase BackupCare. Version 3 and version 4 users can only purchase BackupCare by first upgrading to Version 5 of BackupAssist. Version 5 or later upgrades purchased at the full upgrade price include 12 months Upgrade Protection as a free bonus.

What products are covered by the BackupAssist BackupCare plan?

The BackupCare subscription covers the BackupAssist license. All associated add-on licenses (Exchange Mailbox, SQL, etc) are upgraded for free whenever you upgrade BackupAssist to a new version (e.g. v5, v6, etc).

How does the BackupCare coverage period work?

The first 3 months of coverage is complementary with a new BackupAssist v5 license purchase; after this period expires you will need to renew your BackupCare within 3 months of the expiry date. Renewing before your current BackupCare protection expires saves you 30% of the normal renewal price.

What is the difference between maintenance releases and version updates?

A maintenance release fixes bugs, adds minor functionality or improves product performance. Maintenance releases are new builds for the current software version: for example, an upgrade from 4.0.0 to 4.0.1.

A version update is a new release of the software with substantially increased functionality and product features. These updates will have a new leading version number: for example, from 4.0.0 to 5.0.0

How often will new versions of BackupAssist be released?

Software development cycles are usually between 16 and 26 months depending on the new functionality added. Release cycles can also be influenced by new product releases from vendors that BackupAssist is compatible with.

What upgrades do I get if I choose not to have a BackupCare plan?

If you do not have a BackupCare plan you will still be able to download and install maintenance releases, but in the event of a new software version release you will be required to purchase an upgrade at the full upgrade price.