Questions about Backing up

Can I store different versions of the same file at my medical practice or business?

• Yes. You have the ability to save an unlimited number of versions of the same file. The software includes a sophisticated wizard that allows us to manage how old versions are handled, giving you control over your backups and over your storage space.

Can I or a staff member manually start a backup?

• Yes. You can begin a backup at any-time using the Online Backup Solution software if you wish. Our technical support staff is ready to handle this process and have you backed up properly.

How long will my medical practice or business backups take?

• The time it takes to perform a backup will depend on the number of files your practice or business is backing up, the size of those files and the upload speed of your office Internet connection. Please keep in mind that for most broadband connections, upload speed is considerably slower than download speed. Your medical practice or business's first backup may take a few hours or a couple of days as all of the files contained in your backup set will be transmitted to our Backup Solution servers. We recommend the first back up to take place over a designated weekend. Subsequent backups will take a substantially shorter amount of time. We will use our seeding process if necessary to expedite the backups.

Can you recommend the types of files my practice should backup?

• Yes. We recommend that you back up high security items like x-rays, patient service data, practice sensitive data, financial information and professional emails. If you are using Microsoft Outlook, you may also want to back up your emails, contacts and calendar by including your ".pst" file in one of your backup sets. Again our staff will do the install and proper backup configuration so everything is done correctly.

Questions about Backing up

What types of files should my practice not backup?

• We do not recommend that you backup Microsoft Windows system files, applications, and temporary files (including temporary Internet files). The OBS software contains a feature that allows you to automatically exclude certain files from all of your backup sets.

How much will my files compress?

• Every file that is backed up will be compressed. However, the amount of compression depends on the type of file. Some files, such as Microsoft Word documents will often be compressed as much as 3:1 or 4:1. Other files such as many picture and audio files will compress very little.

Can you set-up multiple backup sets to run at the same time?

• Yes. We can setup multiple backup sets to run at the same time.

What happens if a backup is interrupted while in progress?

• If a backup is interrupted because it was cancelled or because the Internet connection was lost, all of the files that had been backed up before the backup ended will be available to be restored. The backup will continue where it left off during your next scheduled backup or we can manually begin a backup.

Can I or a staff member use my computer while a backup is in progress?

• Yes. You can use your computer normally, including accessing the Internet while a backup is in progress. Backups should not significantly affect your system's performance. We will monitor the process and use best practices to insure your system is always running optimally.

Questions about Backing up

Do I need to leave my computer tower on for the backup to occur?

• Yes. Your computer must be on in order for a backup to occur.

Will a backup occur if our computer is in sleep, hibernate or power save mode?

• Our technical staff can check to make sure that automated backups occur if your computer enters such a mode.

Will a backup occur if our screen is locked or if I or a staff member is not logged in?

• Yes. You do not need to be logged into your computer for a backup to occur. You may also lock your screen.

Can I back up a mapped drive?

• Yes, our software supports the backup of mapped drives.

Questions about backing up multiple computers

Can I add new users/computers to my medical practices account?

• Yes. Additional seats/licenses are available for new users in workstations. To add these to your account contact CDS at 1-800-422-4607 or email info@centraldatastorage.com.

Can you help install the new computers to my multi-user medical practice account?

• Yes. Since we are the experts and your busy practice requires your attention let us help you through this process. Please give us a call at 1-800-422-4607 and our technical team will guide you or a designated staff member along the way. Once we have added a new computer to your private practices account, we will download the software to that computer and we will help with the installation. Let us help guide you!

Do all of the computers of my medical practices account need the same Encryption Key?

• Yes. All of the computers of your account do need the same Encryption Key. This enables the account administrator to ensure that the data for all computers is properly secured.

Do all of the computers of my medical practices account need the same Username and Password?

• Yes. All of the computers require the same Username. Each computer will have a different Computer ID but may have a unique Password.

Do all of the computers of my medical practices account have different file catalogues?

• Yes. Each computer that you are backing up has different file catalogues so that backups are specific to each computer.

Questions about restoring files

I assume there is a charge for restoring files?

• No, there is no charge whatsoever for restoring files. You can restore as many files as you wish as often as you like.

Can I or a staff member view a backed up file without restoring it?

• Yes. The software contains a feature that will allow you to view a file without restoring it. This works by saving the file to a temporary space on your hard drive and then opening the applicable program to view it. This feature is useful, for example if you have multiple versions of the same file backed up and are not sure which version you want to restore.

If I or a staff member restores a file, will it still be backed up?

• Yes. Restoring a file does not affect its backup status. It will still be backed up and available to restore again at a later date.

How do I reinstall the software after a system failure?

• If you have a system failure, and the Online Backup Solution software is no longer installed on your computer, our technical team can help you download and install the software again from the website. Please contact us at 1-800-422-4607. Once the software is installed, you will be able to restore your file catalogue (the list of all of the files that have been backed up) and retrieve all of the backed up files easily. Please keep in mind that in order to restore a file catalogue, you MUST have a copy of your Encryption Key.

Questions about Plans and Pricing

My practice does not use a lot of storage space. Do you have different pricing plans for online backup?

• Yes. We currently have pricing plans in place that charge per gigabyte (GB) of storage space or in increments of 5GBs. Please feel free to contact our Director of Business Development at ccondello@centraldatastorage.com or call our customer service line at 1-800-422-4607 to discuss a security plan.

Can I install more than one computer in my medical practice?

• Yes. You can purchase an unlimited number of additional computers and still use this service.

Do you have a plan that is right for my practice?

• Yes. If you are a small medical practice and need to backup only one computer with a modest amount of data then one of our advertised plans is right for you. If you need to: backup a larger amount of data, backup a Microsoft Exchange or SQL Server database, then you will want to purchase one of our larger security plans. Please feel free to contact our Director of Business Development at ccondello@centraldatastorage.com or call our customer service line at 1-800-422-4607 to discuss a security plan. Again we are glad to help you find the right one!

Is the amount of storage space that my medical practice uses calculated on a compressed basis?

• Yes. The amount of storage space is calculated on a compressed basis. In other words, the storage space you are using is calculated on the amount of data that is actually sent and stored on the servers. Depending on the types of files that are backed up, you may receive two or three times as much storage space than you are paying for because of compression.

What if my medical practice goes over the storage space?

• If the amount of data that you back up (after compression) exceeds the amount of storage included in your plan (plus any additional storage that you have signed up for), you will receive a notification via email approximately 7 days before the end of your billing cycle. You will be able to continue to backup and use the service uninterrupted. This 7 day period gives you the opportunity to delete files that no longer need backing up or to purchase additional storage space. If still over the purchased amount the adjustment will show on the next invoice.

Questions about system administrator

If we lose the username and password can I get help?

• Yes. If you lose your username or password, please contact us at 1-800-422-4607 or email us at info@centraldatastorage.com and our customer support team will help you with your user information.

What happens if we lose our encryption Key?

• If you lose your Encryption Key and the DataStoreIT software is still installed on your computer, then print the Encryption Key or save it to a file at any-time using the software. If you have had a system failure and your Online Backup Solution software is not installed, unfortunately, you will not be able to retrieve your data without your Encryption Key.

Can I change our Encryption Key?

• For security purposes, Encryption Keys cannot be changed within the software. The only way to change your Encryption Key is to reinstall the software and then select a new Encryption Key. However, we advise against it.

Can You store a copy of our Encryption Key?

• In order to maintain the highest level of security for your practices data, we cannot store a copy of your Encryption Key. Please make sure that you keep printed and electronic copies of your Encryption Key in a secure, offsite location, such as a Safe Deposit Box.