Archive for the ‘Support’ Category

Support Availability, Happy Holidays from BackupAssist!

Friday, December 16th, 2016

Santa Claus

It’s that time of year again that people start saying ‘It’s that time of year again’.

And with the Holiday season approaching, we at BackupAssist would like to sincerely thank all our loyal customers. We love going about making software to protect your servers like happy little elves—and we’ll be busily working in 2017 to do the same!

However, even elves need rest, and so some of our support team will be taking a well-deserved break on the following dates to enjoy some festive cheer.

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Backing up to iSCSI with BackupAssist: The Basics

Friday, December 2nd, 2016

iSCSI lessons in backup

BackupAssist offers several advantages over traditional backup when it comes to iSCSI storage devices. Here is all you need to know if you plan to use BackupAssist to back up your data to an iSCSI target.

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Australian Office Closed Friday 30th September 2016 for Grand Final Day

Monday, September 19th, 2016

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Our Australian Office will be closed for the Grand Final Day public holiday in the state of Victoria, Australia, on Friday 30th September 2016.  As a result, our APAC Sales team will be unavailable, and Technical Support services will be limited for Australian customers on this day.  However, US Support and Sales will continue to operate as normal.

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US Office closed on 5th September for Labor Day

Tuesday, August 30th, 2016

Labor-Day

Dear Valued Customers,

Our US office will be closed on Monday the 5th September 2016 for the Labor Day public holiday.

Staff from our technical support and sales teams located in our US office will be unavailable on this day, including both phone and email.  Australian support and sales teams will be operating as usual.

If you’re in the US and have an urgent request on this date please contact the Australian support team or email us at support@backupassist.com

 

US Office Closed for Independence Day – 4th July, 2016

Tuesday, June 28th, 2016

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Our US Support Office will be closed on Monday 4th July due to the Independence Day public holiday.  However, Australian support and sales will both continue to operate as normal.
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Australian Office Closed Monday 13th June for Queen’s Birthday

Tuesday, June 7th, 2016

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Our Australian Office will be closed on Monday 13th June due to the Queen’s Birthday public holiday.  As such, our Australian Support and Sales services will be unavailable on this day. However, US Support and Sales will both continue to operate as normal.
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Memorial Day 30th May 2016 – US Office closed

Tuesday, May 24th, 2016

Memorial Day 2016

 

Our US Office will closed on Monday 30th May due to Memorial Day.  As such, our US Support and Sales services will be unavailable on this day. However, Australian Support and Sales will both continue to operate as normal.

For any urgent inquiries, please contact the Australian Support team or email us at support@backupassist.com

Here’s some more information on our Australian Support Center contact info and opening hours.

 

CMC Server Upgrade – Important Information

Monday, May 16th, 2016

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For users of our Centralized Management Console (CMC), big changes are coming. The sharp and steady growth of our partner’s businesses has necessitated that we, too, grow to match their needs. If you’re a user of our CMC service, below is some must-know information about our upcoming server change.

What are we doing?

We are upgrading the CMC server to give it more capacity. Also, to better align the CMC with new partner programs, we are also moving it to a new url — cmc.backupassist.com. We’re very excited about the change, because it allows us to provide even better service to our partners and their channels.

When are we doing this?

The upgrade will take place in 6am to 1pm on Sunday 22nd May (Melbourne, Australian Time). During this time, the CMC server will be offline, which means users will not be able to access their CMC accounts. However, our website, shopping cart, and Reseller portal will not be affected whatsoever.

If you are not located in Australia and wish to know what time the upgrade will take place for you, check out the table below.

Location Upgrade will occur between Date
New York, U.S. 4pm to 11pm 21 May 2016
San Francisco, U.S. 1pm to 8pm 21 May 2016
London, UK 9pm to 4am 21 to 22 May 2016
Berlin, Germany 10pm to 5am 21 to 22 May 2016
Hong Kong 4am to 11pm 22 May 2016
Melbourne, Australia 6am to 1pm 22 May 2016

Why are we doing this?

When we designed the CMC server, it was more than enough for our partners and their channels. However, as those channels have experienced significant growth over the last few years, it’s time to rise to the challenge. We want to not only meet current demand but put in place the building blocks for future growth.

How does this affect me?

We predict a smooth, seamless transition to the new CMC server. Even so, it is important for partners to know the following four things.

  • You won’t be able to access your CMC account online while we are upgrading the CMC Server.
  • While we are upgrading the CMC server (and for a few hours afterwards) you will not receive any CMC reports.
  • After the upgrade is completed, we will automatically send any reports that were delayed through to you. To be clear, no reports will be lost during the upgrade.
  • You will not need to do anything. Access to your CMC Account will return to normal once the service is back online.

What if I see any issues?

As we stated above, the rollover should be swift and easy. In the unlikely event that you experience any issues, here is how to resolve them.

  • If you have whitelisted BackupAssist.com for your CMC data, you may need to do the same for cmc.backupassist.com.
  • If you find you are not receiving CMC reports, you may need to make a new exception in your spam filter. This is because the e-mail address will be changing from noreply@backupassist.com to noreply=backupassist.com@mailgun.org. Check your spam filter and add the new address to your e-mail whitelist.
  • If your machine stops sending reports, you may need to deregister and then reregister your installation with CMC to get things back up and running.
  • Your first report after the upgrade is complete may be inaccurate. This is due to the CMC not having the opportunity to process all the inbound backup reports queued at the remote BA sites. Your next report should be accurate.

Got any questions?

We’re always happy to hear them. For any issues and inquiries, don’t hesitate to contact us via support@backupassist.com.

Exchange Backups using File Protection – Important Information

Wednesday, May 4th, 2016

The release of BackupAssist v9 introduced lots of new features and enhancements, including multiple speed improvements.  For the vast majority of customers, these optimizations increased performance across most backup types.

However, recently we have had some limited reports of Exchange databases not being backed up with File Protection jobs.

Exchange databases not being backed up

Some customers have encountered specific scenarios where an optimization in File Protection back up’s meant that Exchange database files may not have been backed up – even if the database has changed.

If the Exchange database files are not backed up, this will prevent customers from being able to restore emails and other Exchange content that was created or changed since the last correct backup.

Who is affected

Customers will only be affected if they are running;

  1. BackupAssist version 9.0 through to 9.2.3
  2. Running File Protection jobs
  3. Using Single Instance Store or Mirror Schemes

Who is not affected

Customers will not be effected if they are running;

  1. Any version 7 of BackupAssist
  2. Any version 8 of BackupAssist
  3. Version 9.3 or later of BackupAssist
  4. System Protection or File Archiving backups on BackupAssist version 9.0 through to 9.2.3

If you are affected, your options include

To ensure your Exchange database files are backed up, we highly recommend you choose to implement either of the below alternatives as soon as possible;

  1. Download BackupAssist v9.3. This version of BackupAssist has a fix included. (recommended)
  2. Remain on Backupassist v9.0 through to 9.2.3.  You can keep these versions deployed, however you will need to  turn off Single Instance Store or use a scheme other than Mirror.

After implementing a change

If you decide to implement one of the alternatives above, you will see an increase in the size of your backups.  Your backup size will start to reflect the size of the exchange database. As an example, if your exchange database is 200Mb, you should expect to see your backup at around 200Mb as well.

Any questions?

If you have any questions, please don’t hesitate to contact our support team.

Australia Office Closed | 25th April 2016 | Anzac Day

Monday, April 18th, 2016

Anzac Day

Each year on the 25th of April, Australia takes a day off to remember soliders who have died in conflict.

This day – which we call ANZAC Day –  is a national holiday and as such, our Australian support and sales team will not be in the office on 25 April. Support in our US office will be operating as per usual.

If you have an urgent inquiry please contact our US support team via support@backupassist.com.