Support and FAQ

For All Current Customers

If you are a current customer please visit our Customer Portal below for all documentation.

Customer Portal

Frequently Asked Questions (FAQ)

1. Which service is right for me?

Our Solid State Backup (SSB) is for backups of entire server partitions and can perform bare metal restores.  Corporate Backup (CB) allows you select specific folders/files and integrates with common databases.  Both are very user friendly and offer a number of options for restores.

2. How often do my files get backed up.

The backup schedule is client defined and totally customizable.  Backups can be scheduled for off-peak hours to conserve bandwidth or at any time of the day/week.

3. What are my options for data restoration?

If your connection speed is quick the best method is directly through the software client or online web portal.  We will also air-ship hard drives, with the backup, to clients for a nominal fee.

4. How safe is my data?

Extremely safe. Data is compressed and encrypted with 256-bit encryption with an encrypting key selected by the user on the client-side applications before being uploaded and stored on the Vaultwise™ offsite backup server. The encrypting key is NEVER be uploaded to Vaultwise™ .  It is also possible to back up critical data using a secure SSL channel which will further increase the level of security. Decryption is only possible with the user’s encrypting key.

5. Does Vaultwise perform data de-duplication?

Only parts of the files that have been modified are backed up.  This means after the initial backup subsequent backups are only a fraction of the total backup.

6. Does Vaultwise perform data de-duplication?

Only parts of the files that have been modified are backed up.  This means after the initial backup subsequent backups are only a fraction of the total backup.

7. How long is data retained?

The retention period is defined by the client and can be any length of time.

8. How do I know if a backup is missed?

Email notifications are sent if a backup is not performed for any reason.  This way any issues can be immediately resolved.

Contact Info

If you are a current customer, and for the quickest response, please fill out a support ticket here

Additionally, you can contact us by email or telephone:
Telephone 1.800.762.3097 x703