StorageCraft Cloud Services User Guide

Transcription

1 September 2017

2 StorageCraft Copyright Declaration StorageCraft ImageManager, StorageCraft ShadowProtect, StorageCraft Cloud, and StorageCraft Cloud Services, together with any associated logos, are trademarks of StorageCraft Technology Corporation in the United States and elsewhere. All other brands and product names are or may be trademarks or registered trademarks of their respective owners.

3 Table of Contents StorageCraft Copyright Declaration Table of Contents 1 Quick Start Guide 2 Program Models, Service Levels and Retention Tiers 3 Cloud Requirements and Restrictions 4 Setting up StorageCraft Cloud Services 5 StorageCraft Partner Portal and Cloud Services User Interface 6 Create a Cloud Services Account 7 Create a new Cloud Location and Target 8 Seed the StorageCraft Cloud 8.1 Seeding vs Replication 8.2 Seed Drive Requirements and Limitations 8.3 Request Seed Drives 8.4 Populate the Seed Drive 8.5 Image Processing and Cloud Security 9 StorageCraft Cloud Networking 9.1 OpenVPN Configuration Details 10 Configure Virtual Machine Policy 11 Mount or Virtualize Recovery Points 12 StorageCraft Cloud Bare Metal Restore 12.1 Configure Hyper-V for Cloud BMR 12.2 Configure ESXi for Cloud BMR 13 StorageCraft Cloud Services Reports and Statistics 14 Cloud Services Reference Documents and Links 14.1 StorageCraft Cloud Services FAQ 14.2 StorageCraft Cloud REST API 14.3 StorageCraft Cloud Best Practices 15 Appendix - Cloud Services Networking Scenarios for IPsec 15.1 Using Cisco IOS with IPsec in the StorageCraft Cloud 15.2 Using SonicWALL with IPsec in the StorageCraft Cloud 15.3 Using Ubiquiti EdgeRouter LITE with IPsec in the StorageCraft Cloud 15.4 Using WatchGuard with IPsec in the StorageCraft Cloud StorageCraft Technology Corporation StorageCraft Support Center Page 3 of 86

4 StorageCraft Cloud Services User Guide Welcome to the StorageCraft Cloud Services User Guide. The StorageCraft Cloud allows you to restore and recover from a cloud based backup. You start with locally stored encrypted ShadowProtect Images. The images are managed by StorageCraft ImageManager. You use ImageManager to replicate the images to StorageCraft Cloud Services. Service levels are: Cloud Basic Cloud+ (Cloud plus) Cloud Premium Using the StorageCraft Cloud Services User Guide This document uses the terms "StorageCraft Cloud", or simply "the cloud" interchangeably with the term "StorageCraft Cloud Services". Notes and Warnings used in the StorageCraft Cloud User Guide Note: A note is indicated by this (green) symbol. Typically notes indicate something you should be aware of but that isn't likely to affect stability or performance. Important: An important note is indicated by this (yellow) symbol. Typically important notes will help you configure or use the cloud in the best way and will keep you from having various problems down the road. Warning: A warning note is indicated by this (red) symbol. Typically warning notes will help you avoid serious problems or indicate essential information. Not following the advice of a warning may cause you to lose data or may result in the need to start one of the processes over again. StorageCraft Cloud Services User Guide Document version 1.11 September 13, Quick Start Guide This quick start guide gives you a sequential list of bullet-point to guide you through understanding and using StorageCraft Cloud Services. To Learn about Cloud Service Levels and Program Models see Program Models and Service Levels StorageCraft Technology Corporation StorageCraft Support Center Page 4 of 86

5 Getting Started Getting started - Overview Create StorageCraft Cloud user accounts in the StorageCraft portal for Partners or All other users. Create encrypted backup image files with ShadowProtect. Important: StorageCraft STRONGLY recommends using a single backup job if the machine for the replicated backup files will be virtualized. The advantage of a single backup is that all volumes can be synchronized at each point in time. Manage and replicate backup image files to the cloud with ImageManager. Manage data and machines in the cloud with the StorageCraft Partner portal. Getting started - Details Follow the step-by-step setting up StorageCraft Cloud services instructions. Learn more about cloud menus and options in the StorageCraft Cloud Portal Overview. Understand how to recover from a system failure with StorageCraft Cloud Mount or Virtualize Recovery Points. Get additional help on the Reference Information page. Key Reference Documents This section includes a summary of additional references to help you set up your StorageCraft Cloud. The ShadowProtect User Guide Create backup image files (overview) Create backup image files (steps) Selecting backup options (encryption is required for cloud storage) The ImageManager User Guide Configure a managed folder Adding Locations (see also creating locations and targets in the StorageCraft Cloud Services user guide) The StorageCraft Partner User Guide Creating a StorageCraft Cloud user account Managing StorageCraft Cloud accounts and Machines Requesting a seed drive Countries and Regions See the StorageCraft Cloud Products and Data Locations page for country-specific information. 2 Program Models, Service Levels and Retention Tiers Program Models StorageCraft Cloud Services is available for all user types: Managed Service Providers (Partners) OEMs Other resellers 2017 StorageCraft Technology Corporation StorageCraft Support Center Page 5 of 86

6 See the StorageCraft Cloud Services marketing pages for additional details. StorageCraft Cloud Services User Guide Service Levels and Retention Tiers Each organization has different needs. StorageCraft Cloud Services takes care of those needs by providing three Service Levels and four retention tiers (tiers 1 through 3 and Retention Flex) available. The service levels and tiers are described here. Cloud Basic Cloud+ Cloud Premium You can change retention tiers at the machine level at any time. You can set retention at the account level or the machine level. The machine level retention tier changes happen instantly. There is no waiting period. You can make the adjustments in the StorageCraft Cloud user interface. The image below shows the various service levels and retention tiers. Changing Service Levels - Terms and Conditions Important: Changing service levels is subject to the following terms and conditions. During the 7-day grace period There is a 7-day grace period when you first create a cloud services replication target. During this grace period, the service level selection is not locked and can be changed immediately. After the 7-day grace period After the grace period ends, the changes won't be immediate. There is a 7-day (minimum) waiting period after a change request. Service level change requests go into effect at the beginning of the next month after the 7-day waiting period but never sooner than 7 days. Service Level Details for the United States All features of a mirrored and a non-mirrored service level are identical except for mirroring. Mirroring means that all the data (recovery points) stored in the primary data center are also backed up at a secondary data center (in a different geographic region). Mirroring is only available in the U.S.A. Cloud Basic Cloud Basic, Mirrored Cloud+ Cloud+, Mirrored Cloud Premium Cloud Premium, Mirrored 2017 StorageCraft Technology Corporation StorageCraft Support Center Page 6 of 86

7 3 Cloud Requirements and Restrictions System Requirements for ShadowProtect and ImageManager ShadowProtect system requirements ImageManager system requirements Replication Requirements Meeting these requirements and using the most recent (up to date) versions of ShadowProtect and ImageManager will help you take advantage of all the StorageCraft Cloud Services features: You must use encrypted (password protected) ShadowProtect backup image files. ImageManager must manage the encrypted backup images. You must create or have a StorageCraft Cloud Services account (in the StorageCraft Partner Portal). You must create a StorageCraft Cloud location and cloud replication target in ImageManager. Seed and BMR Drives - Additional Fees May Apply Seed or BMR Drives StorageCraft charges a fee for lost or damaged seed or BMR drives. StorageCraft imposes a fee for drives not promptly returned. There is also a fee for lost shipping containers. Test BMR Drive Requests StorageCraft charges a fee for each Test BMR Request. StorageCraft processes Test BMR requests only Monday through Friday and only between the hours of 9:00 AM and 5:00 PM. We do not ship Test BMRs overnight. StorageCraft ships the drives with Standard 2-3 day shipping. True BMR Requests True BMR requests are free. StorageCraft processes requests as soon as possible. StorageCraft ships True BMR drives overnight. How Do I decide Which Service Level to Select (Basic, Plus, Premium)? The StorageCraft Cloud Services service level determines the type of recovery available for your cloud solution. Your organization s Recovery Time Objective (RTO) should determine the Cloud Services service level you select. Choose wisely when selecting a service level for your StorageCraft Cloud solution. All service level changes require seven days to complete. This means you cannot jump up to Cloud Services Premium when disaster strikes if you suddenly need to virtualize in the cloud StorageCraft Technology Corporation StorageCraft Support Center Page 7 of 86

8 Carefully evaluate your organizational needs, based on RPO and RTO and select the Cloud Services service level that supports those recovery needs. Cloud Basic (Data and System RTO > 1 day) Supports only a Bare Metal Restore (BMR) option for recovering data. This process involves copying your cloud data to a BMR drive and sending it to you via overnight mail. Once you have the drive, you can restore the system data as needed. Cloud+ (Data RTO < 10 minutes; System RTO > 1 day) Supports both the BMR option provided by Cloud Basic, and file/folder recovery directly (via a browser) from the cloud. File/Folder recovery lets you recover data from the Cloud quickly and easily, but application/services recovery or full system recovery requires the slower BMR option. Cloud Premium (Data and System RTO < 10 minutes) Supports file-folder recovery option, also provided by Cloud+, and system virtualization directly in the cloud. Cloud virtualization lets you fail over to a fully functional VM in the cloud almost instantly. The (BMR) process is also available for Cloud Premium customers. 4 Setting up StorageCraft Cloud Services Setting up cloud destinations and replication Additional configuration steps are required in ImageManager before you can replicate to the cloud. Important: StorageCraft strongly recommends replicating only the consolidated daily file ("Wait for a consolidated backup image file to be created before replicating") to the StorageCraft Cloud. StorageCraft assesses an additional charge if you replicate intra-daily images or use a weekly/monthly job. To Set up StorageCraft Cloud Services 1. Right-click on the managed folder. 2. Highlight Create Job. 3. Select Replication. 4. Select StorageCraft Cloud Services as the Destination Type in ImageManager. 5. Select <Add new location... > in the ImageManager Location drop down to create a location. You can also select an existing location if it exists. 6. Enter the username and password for the location and click Save. 7. Enter the password in the "Backup Image Password" field in the ImageManager Replication Target window. Use the same password you used to create the ShadowProtect encrypted backup image files StorageCraft Technology Corporation StorageCraft Support Center Page 8 of 86

9 8. Under the Replication Mode tab, choose between Wait for consolidated backup image file to be created before replicating it or Immediately replicate new backup image files Important: StorageCraft strongly recommends replicating only the consolidated daily file ("Wait for a consolidated backup image file to be created before replicating") to the StorageCraft Cloud. StorageCraft assesses an additional charge if you replicate intra-daily images or use a weekly/monthly job. 9. Click the Cloud Settings tab in the ImageManager Replication Target window. This tab appears when you select an existing cloud location with valid credentials or when you create the cloud location. 10. Select the desired Service Level from the drop-down. See Program Models, Service Levels and Retention Tiers for more information. 11. Optional step - Check the "Generate warning when file is larger than:" box and specify a file size. The "Generate warning... " option sends an to the recipient configured in notification settings (alerts) if a file is larger than the specified size. Replication can continue without user intervention. However, the notification allows you to pause replication and seed the large file instead of replicating it. You must select Receive Warnings in Notification settings for this option to work. Warning: You should not pause the replication process for long periods of time. If the process is paused longer than the time specified in retention policies, your local storage could potentially fill up. 12. Uncheck the "Send initial backup images on a seed drive" box if you are not going to use a seed drive to seed the cloud. When you click Save, the replication target settings are complete and the replication target will be enabled. Important: If you requested a seed drive, but have not received it, do not make any changes to the drop down. Attach the seed drive when it arrives then tell ImageManager which drive letter is assigned to the seed drive (i.e. select the drive in ImageManager) then save the settings. 13. Complete the steps for Setting up cloud targets and destinations and replication when your seed drive arrives. 5 StorageCraft Partner Portal and Cloud Services User Interface This overview (this page and all its sub-pages) is a high-level collection and description (map) of the major screens and menu options in the StorageCraft Partner Portal and the StorageCraft Cloud Services user interface. The StorageCraft Partner Portal includes 3 main sections: Overview Cloud Management Account (not covered in this user guide) StorageCraft Partner Portal 2017 StorageCraft Technology Corporation StorageCraft Support Center Page 9 of 86

10 The Portal Overview page displays: Statistics for New Activations Invoices Active Licenses Last 6 Months Invoice Amounts Notes Invoices to determine Cost Breakdown StorageCraft Cloud Services Management To access the StorageCraft Cloud portal from the StorageCraft portal click the Cloud Management tab. The Cloud Management page allows you to: Add, view and manage Cloud Accounts View the Cloud Management Dashboard BMR Drives Seed Drives Virtual Machines View Accounts Summary View Account Space Used 2017 StorageCraft Technology Corporation StorageCraft Support Center Page 10 of 86

11 Note: The Cloud Accounts panel is only available when you are logged in as a Partner (not as an end user). 6 Create a Cloud Services Account To create cloud services accounts in the Cloud Services tab in the Partner Portal. 1. Login as a Partner or All other users. 2. Click on the Cloud Services tab 3. Click Add Cloud Account to create a cloud user account 4. Enter a new login name, password and select permissions for the account you are creating. Important: You must add Access Cloud Portal and Request BMR Drives Account Permissions for accounts that need to run HeadStart Restore or request BMR drives See Restore from a Cloud BMR Drive for more information. 5. Scroll down in the Add Cloud Account dialog to show the service level and technical content sections. 6. Select the Service Level for the account you are creating StorageCraft Technology Corporation StorageCraft Support Center Page 11 of 86

12 7. Enter the Technical Contact Information. Important: Keep track of the username and password and other information so you can use or pass the credentials on to your customers. End users can use these credentials to monitor or manage their cloud services machines. You also need this information to set up the Create a new Cloud Location in ImageManager. 7 Create a new Cloud Location and Target Overview You must create a cloud location as part of creating a cloud replication target. This step is separated out and shown first to make the process easier to follow. See Create a Cloud Target for additional related information. Important: If you have trouble creating the new Cloud Location, see "Firewall Settings - What URLs and ports do I need to configure for network security or firewall settings for StorageCraft Cloud Services Replication?" in the Frequently Asked Questions section of this user guide StorageCraft Technology Corporation StorageCraft Support Center Page 12 of 86

13 To create a cloud location See Replication Requirements for additional related information. 1. Right click the managed folder. 2. Click Create Job. 3. Click Replication. This displays the Replication target dialog window. Make sure the General tab is selected. 4. Click the Type down arrow in the Destination section. 5. Select StorageCraft Cloud Services. 6. Click the down arrow for the Location and select <Add new location>. This displays the Location Settings dialog box StorageCraft Technology Corporation StorageCraft Support Center Page 13 of 86

14 7. Type a new location name in the Name field of the Location Settings dialog window. You can use any name that is meaningful to you because. ImageManager uses the location name only for display purposes. 8. Choose between SSH and SSL security. Ports 21 and are required when using SSL encryption. Ports 21 and 22 are required when using SSH encryption. 9. Enter your Block Size. If you want to use the default setting no changes are required (66536 is the default). 10. If you have not already created your StorageCraft Cloud Services account you should do it now. Remember the username and password so you can use them later in the process. 11. Enter your cloud location username and password. Important: You must use the same username and password to create a cloud location (in ImageManager) that you used to create the cloud user account (in the StorageCraft portal). The cloud location in ImageManager requires the credentials for the cloud user account to access the cloud. 12. Click Save. Create a Cloud Target In ImageManager You need to define a cloud target in ImageManager if you want to replicate to the StorageCraft cloud. The replication target dialog window initially includes two tabs: General Replication Mode General Tab The General tab lets you: Define a cloud replication target. Specify the destination type (e.g. StorageCraft Cloud Services). Select performance options in ImageManager for a cloud replication job StorageCraft Technology Corporation StorageCraft Support Center Page 14 of 86

15 To Create a StorageCraft Cloud replication target StorageCraft Cloud Services User Guide 1. Click Add new replication target in the ImageManager user interface. This displays the Replication Target dialog box. 2. Enter a Name (i.e. the replication target identifier name of your choosing) for the new replication target. 3. Select StorageCraft Cloud Services (in the Destination > Type drop-down box) as the replication type. 4. Create a cloud Location or select an existing one (i.e. a cloud Location in the Destination > Location drop-down box). 5. To choose specific throttling values (optional), check Override global throttling: (i.e. the Override global throttling box in the Performance & Security section) and set the desired values. 6. (Required) Enter the Backup Image Password (in the Performance & Security > Backup Image Password box). This is the password you used when you created the encrypted ShadowProtect backup image files. It is also the same password used by ImageManager when you select Manage Folder. Important: This password authorizes StorageCraft to manage your backup image files (recovery points) in the cloud. Replication Mode Tab The ImageManager Replication Target "Replication Mode" tab allows you to select which backup image files will be replicated to the cloud. Plan this selection carefully. 8 Seed the StorageCraft Cloud Seeding the cloud consists of the following: Seeding vs Replication Seed drive requirements and limitations Requesting a Seed Drive Populating the Seed Drive Image Processing and Cloud Security Note: ImageManager uses the shortest chain possible when seeding the cloud. Only a small percentage of backup image files from the local managed folder become recovery points in the cloud. This reduces the amount of time it takes to get the cloud caught up with the local backups StorageCraft Technology Corporation StorageCraft Support Center Page 15 of 86

16 8.1 Seeding vs Replication StorageCraft Cloud Services User Guide This overview helps you determine whether to seed the base backup image file, or send all files directly to the cloud with ImageManager. Note: If you are using Hyper-V, StorageCraft recommends replicating directly to the StorageCraft cloud. Seeding is not recommended with Hyper-V because external USB drives have slower performance and setup is more complicated. Seeding Seeding is often the fastest method for getting your base backup image files into the cloud. Request a seed drive from StorageCraft if you want to seed the cloud. ImageManager populates the seed drive with managed backup images. See Requesting a Seed Drive for more details. Replicating ImageManager can also replicate your base backup image files directly to the cloud when you select the Cloud Services Replication option. Replicating a large base backup image file directly to the cloud is not recommended unless you have a lot of bandwidth to spare because of how long it takes to send a large file. See Creating a cloud target for details about setting up replication. 8.2 Seed Drive Requirements and Limitations Seed drives are used when you have a large base file, large backup image chains or small bandwidth. Points to remember when preparing to seed the cloud. Restrictions and Limitations Participants must use a StorageCraft Cloud drive to seed the cloud. Don't copy personal files or extra information to the seed drive. ShadowProtect backup Images must be encrypted and password protected. 8.3 Request Seed Drives Seed Drive Request and Seeding Times You can request StorageCraft seed drives to streamline the seeding process. Up to 4 drives can be shipped in a single request. 1. Request seed drives through the StorageCraft Partner Portal: Partners All other users. 2. When requesting a seed drive, make sure to choose a drive size large enough to meet your needs. One drive can be used for multiple machines. StorageCraft provides continuous visual feedback on the status of your Seed Drive and BMR requests in the Partner Portal. See the Seed/BMR Tracker information page for details. 3. After the seed drive arrives, connect it to your computer and note the volume letter assigned to the drive. 4. Edit the replication target so it points to the seed drive. Use the volume letter assigned to the drive. 5. Start populating the drive (the first part of seeding the cloud). 6. ImageManager notifies you when it is finished populating the drive. 7. Return the media to StorageCraft in the StorageCraft postage-paid mailer. For customer data of one (1) terabyte (TB) or less, seeding will be completed within seven (7) calendar days of receiving the storage media from the customer StorageCraft Technology Corporation StorageCraft Support Center Page 16 of 86

17 For customer data in excess of one (1) TB, one (1) extra day per TB will be required to complete the seeding. All shipments will be delivered to the customer destination via commercial courier. Requesting Seed Drives Larger than 2TB StorageCraft Cloud Services User Guide If you need to request seed drives larger than 2 TB, contact your sales account manager. Your sales account manager can have the option for a larger drive enabled in the Partner Portal. Note: You only need to request a seed drive larger than 2 TB IF the base image itself is larger than 2 TB. 8.4 Populate the Seed Drive ImageManager uses the shortest chain possible made up from the files in the selected source folder when you start seeding. The seed drive can be populated with the base image and consolidated weekly, daily, and/or intra-daily incremental images. Note: You must set the drive path before attempting to enable a job. If the path isn t set, the job is disabled when it is added. Preliminaries ImageManager starts populating the drive if: The backup image files are encrypted. StorageCraft ImageManager will not populate the seed drive or replicate unencrypted backup image files to the StorageCraft Cloud. The path (or drive letter) is supplied and the job is enabled See the Populating a Seed Drive section on the Creating a cloud target page. What to Expect During the seed drive population, ImageManager can simultaneously populate a single seed drive with multiple image files or multiple managed folders from any number of replication targets across multiple accounts. However, it is important to remember that populating seed drives is limited by ImageManager's Concurrent Processing settings. The concurrent processing settings are: Maximum managed folders processed simultaneously. Maximum Replication and HeadStart Restore jobs processed simultaneously StorageCraft Technology Corporation StorageCraft Support Center Page 17 of 86

18 Steps for Populating the Seed Drive StorageCraft Cloud Services User Guide 1. Connect the seed drive to the system where StorageCraft ImageManager 7.0.6* or newer is installed. 2. Open StorageCraft ImageManager. 3. Select the managed folder you want to replicate to the cloud. 4. Click Add new replication target in the Replication Targets section of the startup screen. 5. Click the Destination Type drop-down and select StorageCraft Cloud Services from the menu. 6. Click the Destination Location drop-down. 7. Select Add New Location and add the following information: Create an applicable Name for your location Enter your Cloud Services login credentials (this must be the same username and password you set up within your StorageCraft Cloud Services account). 8. Enter the same password used for your **encrypted ShadowProtect backup image files. 9. In the Replication Mode tab, select your desired replication settings. StorageCraft recommends (as a best practice) that you select "Wait for the consolidated backup image file to be created before replicating it" to the cloud. This reduces the amount of data replicated to the cloud. 10. In the Cloud Settings tab, choose your Service Level, and click Send initial backup images on a seed drive and select the drive letter of the attached seed drive. 11. Click Save. The process of populating your seed drive will start immediately. Do not remove the drive until you see the Populating the Drive Complete message. You can then complete a safe removal of the USB drive. Note: It is possible to populate a seed drive with backup image files from multiple computers (or multiple managed folders). To populate the seed drive with data from multiple systems, follow the steps above for each of the other computers or managed folders, but do not remove the seed drive until all seed drive population processes are complete. Note: *It is essential that you use ImageManager version or newer or you won't be able to take full advantage of StorageCraft Cloud Services. Important: You must use ShadowProtect encrypted images. StorageCraft ImageManager will not populate the seed drive or replicated unencrypted backup image files to the StorageCraft Cloud. After Populating the Drive When the drive population is complete: If you set up notifications and indicate that you want warnings sent, ImageManager displays an onscreen notification and sends an notification. The notification will indicate that the process of populating the seed drive is complete and the drive is ready to be shipped. ImageManager starts replicating new incremental files to the cloud (incrementals that are created after the drive is populated). 8.5 Image Processing and Cloud Security The security and encryption between ImageManager and the StorageCraft Cloud make it so that your replicated backup images can be synchronized with images that have been populated in the cloud via a seed drive. 9 StorageCraft Cloud Networking StorageCraft strongly suggests configuring your network as soon as possible when you get your StorageCraft cloud account. This gives you time to test the configuration so you can be ready when a failure occurs! StorageCraft cloud networking allows you to connect your virtualized machines in the cloud as if they were part of your real-world network StorageCraft Technology Corporation StorageCraft Support Center Page 18 of 86

19 Scenarios where you could use cloud networking StorageCraft Cloud Services User Guide Hub and spoke IPsec OpenVPN Combination of the two Port forwarding Private LAN Restart Network You should always configure the network Private IP address Type (DHCP or DHCP Reservation) before you virtualize a recovery point. You can change and apply other network settings after virtualizing by clicking Restart Network. The Private IP address Type needs to be selected before you create or launch your virtual machine. Warning: If you change the IP Address Type (DHCP or DHCP Reservation) after virtualizing a machine you'll need to destroy and re-create that cloud VM. The Networking tab displays the following options: Configuring StorageCraft Cloud Networking StorageCraft recommends setting up your virtual networking as soon as your cloud account is created. Important: If you have a VM running and make any Networking changes, you must restart networking to update or apply the network changes. Always select your Private IP Address Type (DHCP or DHCP Reservation) before virtualizing. Figure 1: StorageCraft Cloud Networking tab StorageCraft Technology Corporation StorageCraft Support Center Page 19 of 86

20 To Configure StorageCraft Cloud Networking with a DHCP Reservation IP Address DHCP Reservation allows you to configure a machine in your cloud account if you need a statically reserved DHCP Reservation IP address. 1. Click the Networking tab in Cloud Management > Cloud Accounts > Account Details. A screen similar to the one above will be displayed. 2. Choose the machine you want to configure and click on DHCP (under the Type column). DHCP is displayed as the default setting. You can choose either DHCP or DHCP Reservation. 3. Click the drop-down arrow and select DHCP Reservation. 4. Change the last section of the IP address to an address within the range from 10 to Click Save (on the right side of the Private IP Addresses section). During boot, your VM will appear to be DHCP but as far as the cloud is concerned it will always have the same "DHCP Reservation" IP address. If you are using DHCP you may get a different IP address each time you acquire an IP address (for example if you virtualize a new recovery point that is set to DHCP). Warning: If you virtualize one of your recovery points and networking type is set up as DHCP but should have been set up as DHCP Reservation, you have to destroy the VM, change the networking type and then virtualize the recovery point again. It is better to just get networking configured the first thing. You can change from one DHCP Reservation IP address to another (requires a network restart) but you can't change from DHCP Reservation to DHCP or DHCP to DHCP Reservation without destroying and recreating your VM. To Configure Port Forwarding Port forwarding allows your virtual machines (VM) running in the cloud to receive traffic from your public IP address and port. Any VM that needs to receive forwarded traffic must be configured with a DHCP Reservation IP address. Otherwise, the VM won t show up in the Add Port Mappings dialog (in the Network Mappings section of the page). 1. Click Add IP Address under the Public IP address section. This adds a new IP address to the Public IP window. 2. Make sure your cloud machine to which you want to forward ports is configured with a DHCP Reservation IP address. 3. Click Add Port Mapping under the Network Mappings section. This displays the "Add Port Forwarding window. The fields that need to be completed are: Public IP Address Public IP Address Port Public IP Address Port End Private IP Address 2017 StorageCraft Technology Corporation StorageCraft Support Center Page 20 of 86

21 Private IP Address Port Protocol 4. Click the down arrow for the Public IP Address selection field and select the IP Address you want. 5. Click the up or down arrow in the Public IP Port number field to select the starting port for the port range you want. 6. Click the Public IP Address Port End field to set the last port in your range. 7. Click the down arrow for the Private IP Address selection field and select the IP Address you want. 8. Click the up or down arrow in the Private IP Port number field to select the port you want (this is the starting port for your defined range). 9. Click the down arrow for the Protocol selection field and select the option you want. The options are: TCP UDP 10. Click Add Port Forwarding to finish the process. 11. To clear the fields in Add Port Forwarding and start over, click Reset. StorageCraft Cloud Services User Guide VPN Configuration You can configure both IPsec and OpenVPN to work simultaneously on your cloud account. To Configure an IPsec Network in the StorageCraft Cloud 1. Enter the Remote Network (your internal subnet address). 2. Enter the Remote Gateway (the external address that points to your IPsec box). 3. Enter the Remote Mask (your internal subnet mask). 4. Enter the Shared Key (the common password used for IPsec authentication). IPsec allows you to directly connect two networks. You need some sort of router (software such as pfsense, or a hardware device, or another server that does routing). You need to configure IPsec so it can communicate with the StorageCraft cloud. The StorageCraft cloud needs to be configured so it can communicate with IPsec. This section explains the settings. The IPsec configuration is done in two phases: Phase I (setting up communication between the two networks) Phase II (creating the VPN tunnel) Phase 1 settings: Option Setting Authentication Method Mutual PSK Identifier IP address of the External WAN IP address Peer identifier Public IP address assigned to the cloud firewall Shared Key: Set in the cloud user interface 2017 StorageCraft Technology Corporation StorageCraft Support Center Page 21 of 86

22 Encryption Option Method 3DES Setting Hash Algorithm SHA1 DH Key group 2 (1024 bit) Keep Alive Lifetime Note: You may need to change other IPsec settings during the configuration process depending on your network and network settings. Phase 2 settings: Option Remote network Protocol Setting Set in the StorageCraft cloud user interface. ESP Supported Encryption Algorithms AES, Blowfish, 3DES, CAST128 Supported Hash Algorithms PFS key group MD5, SHA1, SHA256, SHA512 off Keep Alive Lifetime 3600 Note: StorageCraft recommends using the most secure encryption (AES) and hash (SHA512) algorithms for Phase 2 settings. Cloud Services Networking Scenarios for IPsec Using Cisco IOS with IPsec in the StorageCraft Cloud Using SonicWALL with IPsec in the StorageCraft Cloud Using Ubiquiti EdgeRouter LITE with IPsec in the StorageCraft Cloud Using WatchGuard with IPsec in the StorageCraft Cloud To Configure an OpenVPN Network in the StorageCraft Cloud 1. If you need a new public IP Address, click Add IP Address under the Public IP address section. 2. (On the Firewall WAN IP tab) click the down arrow in the Firewall WAN IP address selection field and select the IP Address you want. 3. (On the OpenVPN tab) Type the network address you want to use in the Client Network field. Note: This network address cannot match the client source network or the cloud network as specified in the "Assigned Subnet" field." 4. Click the down arrow in the Client Mask field and select the mask that is applicable for your network. This will activate the Setup VPN button. 5. Click Setup VPN to apply the new VPN settings StorageCraft Technology Corporation StorageCraft Support Center Page 22 of 86

23 6. Click Add User to create the VPN user. Note: The Add User button is greyed out until you create the VPN. The Create Certificate button will appear after you add a user. 7. Click the OpenVPN Config File button to view the OpenVPN configuration file certificate for the selected user. 8. Create a new file and paste the contents of the certificate file into the new file. 9. Save the new file as MyCertificate.ovpn ("MyCertificate" can be any filename prefix you want. Include the.ovpn file extension.). Keep track of where you save the file. 10. Copy the MyCertificate.ovpn file to the OpenVPN configuration folder on the machine on the VPN client machine (where you installed the OpenVPN client). 11. Restart networking in the StorageCraft Cloud user interface to apply the changes. See OpenVPN Configuration Details for additional information and troubleshooting tips. Your VPN client will now use the configuration file along with the OpenVPN client to establish a connection to the cloud network. Manually Configure pfsense StorageCraft Cloud Services allow you to Manually Configure the network through pfsense. This is helpful if you need to configure a hub and spoke VPN, create new inbound/outbound firewall rules, disable the WAN, to name a few. StorageCraft does not provide any detailed instructions for configuring pfsense, or support for manually configuring the firewall. To access the Manually Configure Network page 1. Boot a machine. 2. Click the Network tab. 3. Click Manually Configure Network. This displays the screen shown below. 4. Start a browser in the running VM. 5. Navigate to the URL shown on your screen (see the example above). 6. On the pfsense configuration screen enter the pfsense username and pfsense password. These are the credentials for your pfsense instance (as displayed on your screen after clicking the Manually Configure Network button.) 2017 StorageCraft Technology Corporation StorageCraft Support Center Page 23 of 86

24 Configure the settings as needed. StorageCraft Cloud Services User Guide Warning: These changes override your existing portal pfsense settings. You can revert back to the portal settings. While using manual configuration, the portal settings are ignored. For additional information see the pfsense organization's documentation page. 9.1 OpenVPN Configuration Details Step 1 Log in to the Partner Portal, Select Cloud services. Select the account you want to adjust. From the Networking Tab of the Cloud Account, Create a public IP (if it is not already done). Step 2 Select Firewall WAN IP, select the Generated IP address for the Firewall WAN IP. Step 3 Select OpenVPN. Fill out the Client Network & Client Mask fields. Then Select Setup VPN Note: This network address cannot match the client source network or the cloud network as specified in the "Assigned Subnet" field" StorageCraft Technology Corporation StorageCraft Support Center Page 24 of 86

25 Step 4 Start your VM: a. Log in to the Partner Portal, b. Select Cloud services. c. Select the account in which you want to Launch a VM. d. Select the Agent to be virtualized. e. Click Launch VM. Important: If the Launch VM button is not present, be sure that the Cloud Premium service level is selected. Click Refresh in the upper right corner of the window. This resynchronizes the browser with the StorageCraft Partner Portal and displays the Launch VM button (if it wasn't already visible). f. Choose the recovery point and specify the password. Step 5 Restart your networking. Note: Restart networking is not something you should SPAM. This button reboots the pfsense instance that we are connecting to. If it is reset too many times within a short amount of time, the pfsense instance can get stuck and require Development interaction to reset. Step 6 Use the refresh button under Firewall WAN IP to check the status of the Router StorageCraft Technology Corporation StorageCraft Support Center Page 25 of 86

26 After selecting reset, it may take up to about 30 seconds to present the new status. This refresh button can be spammed. But I would encourage you to push it then check back in a few moments. The series of screenshots here took about 2-5 minutes to document the build process. Step 7 Create your user from the OpenVPN pane. Step 8 Open the configuration file. Ensure that a public IP is listed. (Highlighted in yellow). Copy the contents of this file and paste it into a Notepad. Save the file as Cloudtest.ovpn and change the "Save as" file-type to All files StorageCraft Technology Corporation StorageCraft Support Center Page 26 of 86

27 Step 9 Navigate to the following website: Install Open VPN, highlighted in the below screenshot: Step 10 Run the OVPN installer StorageCraft Technology Corporation StorageCraft Support Center Page 27 of 86

28 Install all recommended software: Step 11 In order to troubleshoot this issue, the Cloudtest.OVPN file was moved into the C:\Program Files\OpenVPN\config directory. The OpenVPN GUI was started, which placed a small icon in our system tray: 2017 StorageCraft Technology Corporation StorageCraft Support Center Page 28 of 86

29 Right-click the circled icon above and select Connect. This automatically initiates the VPN in a similar manner to right clicking on the OVPN file and selecting Start OpenVPN on this config file. Going through this process runs the config with lower level access than right-clicking and selecting Start OpenVPN on this config file. Now the output is correct: Step 12 Check the assigned IP address of the machine running in the StorageCraft Cloud Service. From the Partner Portal, Cloud services, Cloud account folder, Cloud Machine, Select View. Open CMD from within the Cloud VM and run Ipconfig 2017 StorageCraft Technology Corporation StorageCraft Support Center Page 29 of 86

30 Step 13 Open MSTSC.exe Enter the private IP address of the machine, found from running Ipconfig within the Cloud VM. Step 14 Success! 10 Configure Virtual Machine Policy 2017 StorageCraft Technology Corporation StorageCraft Support Center Page 30 of 86

31 10 Configure Virtual Machine Policy Virtual Machine Policy The Virtual Machine Policy available only for Cloud Premium accounts Allows you to customize and streamline virtualizations to minimize downtime during real disasters. Virtualize all machines in the Virtual Machine Policy with the single click of a button. Specify which machines depend on other machines (multiple dependencies can be defined). Set delays to specify how long to wait before starting each dependent machine. Enter credentials for each machine (securely) when adding them to the Virtual Machine Policy. Choose Real failover or temporary recovery testing for all machines in the policy. Choose to boot a default recovery point (most recent) or any other available recovery point for individual machines in the Virtual Machine Policy. To Configure the Virtual Machine Policy 1. If you are not currently on the Networking page, Click Networking. 2. Click Virtual Machine Policy to launch the Virtual Machine Policy window. StorageCraft Cloud Services User Guide To Add a machine to the Virtual Machine Policy 1. Select a machine from the left window (Machines). 2. Drag the machine into the Virtual Machine Policy window. 3. (Optional) To add multiple machines: Press and hold the Ctrl key then click on each machine you want to add. Drag the group into the Virtual Machine Policy window. 4. Add the password for each machine. 5. Click Submit to finalize your selection. Your screen will look similar to this screen after adding machines to the policy. To Create Real Failovers for All Machines in the Policy 1. Check the box next to the text "Click here if this is a real failover. 2. Click Launch VM Policy StorageCraft Technology Corporation StorageCraft Support Center Page 31 of 86

32 To Select a (non-default) recovery point By default, "Use Latest Recovery Point" is selected. If you want to choose another recovery point: 1. Launch the Virtual Machine Policy. 2. Select (check the box) for the machine where you want to change the recovery point. 3. Click the drop-down and select the non-default recovery point. 4. Click Submit to finalize your selection. To Configure a dependency 1. Click a machine then drag your cursor to any other machine to make the first machine dependent on the second. 2. A line with a "depends on" arrow connects the two machines. The arrow points from the dependent machine to the machine it depends on. To delete a dependency 1. Click the dependency arrow you want to remove. 2. Press the Delete key. 3. (Optional) You can delete multiple links by selecting them with Ctrl-Click then pressing the Delete key. To remove a machine from the Virtual Machine Policy 1. Click on the machine you want to remove StorageCraft Technology Corporation StorageCraft Support Center Page 32 of 86

33 2. Press the Delete key. 3. (Optional) You can delete multiple machines by selecting them with Ctrl-Click then pressing the Delete key. 11 Mount or Virtualize Recovery Points Your service level determines which StorageCraft cloud functions you can use. The Premium Cloud level allows you to use all cloud functions. Cloud functions include recovery point virtualization (creating cloud virtual machines), browsing and recovering data stored in the cloud or requesting a bare metal recovery (BMR) drive. Important: Virtualizing in the cloud is a short term solution. A single machine can be virtualized for no more than 30 days per calendar year. A substantial per-hour fee will be charged per machine when the 30-day limit is exceeded. The time-charge for virtualizing even for a few minutes will be rounded up to the nearest day. For example: A machine virtualized for 10 minutes a day for 30 days uses the maximum days per year. StorageCraft has the option and reserves the right to turn a VM off if it has been live for more than 30 days. Mounting, Browsing and Downloading Data A summary of the mount, browse and download options is listed below. Mount a recovery point (all levels) Browse files and folders for a recovery point (all levels) Zip and Download files or folders (Cloud+ and Cloud Premium only. This option is not available for Cloud Basic customers) StorageCraft Technology Corporation StorageCraft Support Center Page 33 of 86

34 Mount a Recovery Point StorageCraft Cloud Services User Guide StorageCraft Cloud Services allows members of all program levels to mount recovery points and browse through data in the cloud. Cloud+ and Cloud Premium members can also select data and download it from the cloud to a local drive. The data can include a complete recovery point, or any individual part of the recovery point. 1. Select a Recovery Point and click Mount. This displays the image password window. 2. Enter the ShadowProtect Image Password and click Mount. When the recovery point is mounted you'll see the Browse button on the right side of the screen. 3. Click Browse. This displays the File and Folder Access screen. 4. (For all program levels) Click + to view the details of subfolders. (For Cloud+ and Cloud Premium program levels only) Mark the box next to a folder and click Create Zip File to download it and all its subfolders and contents. The Active Downloads window shows all "in progress" downloads. Creating a cloud VM from a cloud recovery point (For Cloud Premium customers) Cloud Premium customers can also create and access a virtual machine in the StorageCraft cloud StorageCraft Technology Corporation StorageCraft Support Center Page 34 of 86

35 Important: By default the Windows minimum recommendation for CPU and RAM are applied to a new cloud VM when you launch it. If you previously started a VM you'll need to destroy it then have StorageCraft Support change the CPU and RAM 1. settings, Login to and the StorageCraft then re-launch Partner the VM. Portal: Partners or All other users. 2. Select the machine name you want from the cloud account in the Cloud Accounts panel. 3. Click Launch VM in the Machine Details panel. 4. Select the recovery point to be virtualized from the Recovery Points list. 5. Enter the ShadowProtect Image Password. 6. Non-Real Failover Option - Select Days to auto destroy (if this isn't a Real Failover). 7. Real Failover Option - Check the Real Failover box (Required if you plan on requesting a BMR for your VM). 8. Click Virtualize. Note: You'll see a "Virtualizing" progress bar to the right of the VM Control label. When the virtualization is complete you'll see the following buttons: View, Stop VM, Destroy VM, and Request BMR Drive. See the next section "To Access or Use the VM" additional instructions. To Access or Use the VM 1. Ensure that your VM is up and running (launch or start the VM if it isn't already running). 2. Click View to open a Virtual Machine Console for the selected VM. This opens a new tab for the VM. Note: It may take a few minutes for the VM to start and be ready for use. You will see the normal startup and boot screen for the operating system you are using. 3. During the virtualization/booting process you can press the F8 key to start the Windows Boot Manager StorageCraft Technology Corporation StorageCraft Support Center Page 35 of 86

36 Boot Manager Options include: Microsoft Windows Microsoft Windows (Safe Mode) Microsoft Windows (Safe Mode with Networking) Microsoft Windows (Directory Services Restore Mode) 4. (Optional) Click Refresh VM to refresh the console screen. 5. (Optional) Click Open in new browser window if you want to view or login to your cloud VM from a dedicated browser window. Important: If you virtualize Windows XP or Windows Server 2003 in the StorageCraft Cloud you won't be able to activate online during the initial boot (because no network driver is installed). When you install the drivers and reboot, it still won't let you activate because the OS detects too many hardware changes. To resolve this issue call Microsoft and activate the operating system over the phone. Setting Local Time in a Virtualized VM Important: All VM system clocks are set to UTC in the StorageCraft cloud. Windows expects the system clock to be set to local time. The VM clock will display the incorrect time until you manually adjust the time. 12 StorageCraft Cloud Bare Metal Restore The StorageCraft cloud BMR cycle is based on a ShadowProtect backup of a local machine with one or more volumes. The volumes can be system/bootable or data volumes. The backup images of the volumes are managed by, and replicated to the StorageCraft cloud by ImageManager. The process is explained in more detail below. Creation and Management 1. A ShadowProtect encrypted backup image (base image) of the volume is created and saved to a managed folder along with its associated incrementals as defined in a ShadowProtect backup job. 2. ImageManager can be assigned to manage the folder (where the ShadowProtect encrypted backup images are stored). Replication to the StorageCraft Cloud 1. An ImageManager replication job is defined that causes the managed base image to be replicated or seeded to the StorageCraft cloud. The incrementals are also replicated to the StorageCraft cloud. 2. The backup images and incrementals become recovery points in the StorageCraft cloud. 3. If you are a Premium cloud user you can set up a cloud network, cloud VPN and cloud port forwarding to prepare for a local disaster StorageCraft Technology Corporation StorageCraft Support Center Page 36 of 86

37 Virtualizing a VM in the Cloud StorageCraft Cloud Services User Guide 1. If the machine or volume (mentioned at the beginning of this process) fails, quits working or is destroyed (and you are a Premium cloud user) you can virtualize one of the recovery points and create a cloud VM. The VM can be configured to look and function the same as the original machine. 2. You can continue running your business on that machine as if your system had never gone down while you are recovering or restoring the original machine. 3. You can also backup your cloud VM machine (using Real Failover when you launch your VM) along the way until your new machine is ready. Requesting a BMR and Restoring from a BMR 1. You can also request a BMR based on the recovery point you select and the updated backups from the cloud VM. 2. When you receive the BMR you can use it to restore your main machine and get it up and running (while your cloud VM is still running). Restart Cloud Backups 1. When you are ready to switch back over to the new physical machine, you shut down the cloud VM, and get the latest backup from it and apply it to the new machine. At this point you are almost back to where you were when you started. 2. The last thing you need to do is to start a new ShadowProtect backup job for the new machine and seed or replicate the new backup images to the cloud to restart the cloud backups. 3. You also need to go back to the cloud and delete the original cloud machine and all the related recovery points. Using the BMR from a cloud machine to restore your main machine makes the cloud machine and all related recovery points obsolete. The backup process must be restarted each time a BMR is performed. Request or Download a Cloud BMR Drive The StorageCraft Cloud Bare Metal Restore (BMR) process enables you to do a full system restore from recovery points in the cloud. The BMR drive you receive contains everything you need to restore the machine. It contains a.spf file and.spi file for each volume being restored. The recovery points per BMR drive are from only one machine. The recovery images require your ShadowProtect encrypted backup file password. For additional security, StorageCraft always prompts for the cloud password when logging in, or after a timeout from inactivity. To request a Shipped BMR drive From inside your StorageCraft Cloud account: 1. Click the + (or double click) the recovery point you want. 2. Click the Download button and enter the requested personal and shipping information. Note: StorageCraft ships the BMR drive overnight (if overnight service is available) after the recovery image is copied to the drive. Be aware that it may take two (2) or three (3) days to prepare the drive after receiving a request. Larger images require more time. StorageCraft makes every effort to prepare and send the BMR drive as quickly as possible. To Download a Local BMR 1. Select the recovery point you want. 2. Click the button. 3. Enter the personal and shipping information. 4. If you want to only Download (forego the shipping), check the "Download only. Do not send drive." box StorageCraft Technology Corporation StorageCraft Support Center Page 37 of 86

38 5. Click OK to submit the request. This displays a screen that gives you the FTP credentials required to download your BMR: - FTP URL (point Filezilla or WinSCP to this URL) - FTP Username (use this Username to login with Filezilla or WinSCP) - FTP Password (use this Password to login with Filezilla or WinSCP) - Directory (navigate to this folder in Filezilla or WinSCP to find your BMR). 6. Use Filezilla or WinSCP to download your BMR. Seed/BMR Tracker Status Details StorageCraft provides continuous visual feedback on the status of your Seed Drive and BMR requests. This example is for BMR but the display is also similar for Seed drive activity. The tracking states are: Request Received Processing Ready for Shipping Shipped Partially Complete Shipped BMR Request 2017 StorageCraft Technology Corporation StorageCraft Support Center Page 38 of 86

39 Completed Shipped BMR Request Completed Download BMR Request To Clean Up Completed Requests from the grid (also applies to Seed drives) 1. Select the item to be cleaned up (removed) from the Seed/BMR grid. 2. Click the garbage truck icon to remove the item from the list StorageCraft Technology Corporation StorageCraft Support Center Page 39 of 86

40 Restore from a Cloud BMR Drive StorageCraft Cloud Services User Guide To restore recovery points from a BMR drive Cloud Premium customers can request a BMR that contains backup snapshots taken from a virtualized recovery point (cloud VM). The BMR drive may contain multiple backup-image-file chains (one chain for each volume you want to restore). Note: StorageCraft suggests that you create the Recovery Environment or CrossPlatform Recovery Environment disk when you request your BMR drive. This will ensure that everything is ready to use when your BMR drive arrives. Your Bare Metal Recovery (BMR) drive contains the requested Recovery Point data from your StorageCraft Cloud account. The recovery data includes one ShadowProtect Base backup-image-file (.spf) for each volume you want to restore and an additional ShadowProtect incremental backup-image-file (.spi file) for each volume when recovering from a Real Failover VM running in the StorageCraft cloud. Restoring from Cloud Recovery Points Use either the StorageCraft Recovery Environment for Windows (RE) or the StorageCraft CrossPlatform Recovery Environment to restore a recovery point from a BMR drive. 1. Connect the BMR external drive to the target machine. 2. Boot with StorageCraft RE or CrossPlatform Recovery Environment. 3. Restore your recovery point.spf to your new hardware. Real Failover VM Recovery Prerequisites Be sure that Real Failover is checked when you create (launch) the VM. StorageCraft Cloud Services automatically takes Snapshots if you select Real Failover. The StorageCraft Cloud does not take snapshots of your running VM if you do not select Real Failover. You need to download the "StorageCraft CrossPlatform Recovery Environment.ISO" from the StorageCraft Software Updates page. You need to create a boot CD using this downloaded ISO. The RE builder version is also available on the StorageCraft website. See the StorageCraft CrossPlatform Recovery Environment User Guide for more information on using the CrossPlatform Recovery Environment. To restore a recovery point from your BMR drive generated from a VM currently running in the cloud: 1. Plug the BMR external USB drive into the target machine. 2. Boot the system with the CrossPlatform Recovery Environment CD. 3. Click Tasks to display task menu options in the CrossPlatform Recovery Environment user interface. Complete the following steps in the CrossPlatform Recovery Environment user interface. 4. Click Cloud Restore in the CrossPlatform Recovery Environment user interface. 5. Select the BMR device you want to restore (this is the USB drive you just connected) from the "Bare Metal Restore Drive Selection" list in the CrossPlatform Recovery Environment user interface. 6. Click Next in the CrossPlatform Recovery Environment user interface. 7. Enter the ShadowProtect backup image password then click OK in the CrossPlatform Recovery Environment user interface StorageCraft Technology Corporation StorageCraft Support Center Page 40 of 86

41 8. Enter your Cloud Account Username and Cloud Account Password for the account used to create (launch) the VM then click Next in the CrossPlatform Recovery Environment user interface. Important: You must use the same cloud account where you created or launched the VM. It is essential that this account has Access Cloud Portal and Request BMR Drives account permissions. See Create a Cloud Services Account for more information. 9. Select the ShadowProtect specific incremental image file for each volume you want to restore. Note: Use the tabs along the top to select the different volumes. 10. Click Next. 11. In the dropdown, select the destination partitions for the volumes to restore StorageCraft Technology Corporation StorageCraft Support Center Page 41 of 86

42 12. Click Next. 13. Click Start. Note: This starts the HeadStart Restore (HSR) process. The HSR process checks the cloud VM at regular intervals for new.spi files and applies them to the destination machine. The new.spi files are new snapshots from the cloud taken after StorageCraft shipped the BMR drive to you. 14. Click Finalize to complete this part of the restoration StorageCraft Technology Corporation StorageCraft Support Center Page 42 of 86

43 Note: As shown in step 13, the Finalize button is inactive (grayed out) until you apply the new snapshots. 15. StorageCraft shuts down the VM, then takes a final snapshot of the VM in the cloud, then synchronizes the snapshot and applies it to the local system. 16. Click Install Drivers to directory when the HIR window appears. Note: If the HIR window shows the wrong drivers for your hardware, select the right ones for your hardware then click "Install Drivers to directory". 17. Close the HIR window. 18. Click Finish StorageCraft Technology Corporation StorageCraft Support Center Page 43 of 86

44 12.1 Configure Hyper-V for Cloud BMR Note: This process does NOT apply to Real Failover StorageCraft Cloud BMR restores. This description uses Server 2012 as an example but the process is the same for all versions of Hyper-V. You need to boot from and use the StorageCraft Recovery Environment to complete this process. 1. Connect the USB BMR drive to the host hypervisor (use a USB 3 port if possible.). 2. Navigate to Computer Management and then select Disk Management. 3. Right-click on the BMR drive and select offline as shown in the image below. 4. Create the Virtual Machine with the needed settings and sufficient hard drive space for each VHD etc. 5. Add the USB BMR drive as a Pass-Through drive under Physical Hard disk option. (See Accessing USB Drives in a Hyper-V VM for detailed instructions). Make sure you select the correct disk. You can find the information on the Disk management screen StorageCraft Technology Corporation StorageCraft Support Center Page 44 of 86

45 6. Associate the Recovery Environment to this VM guest. 7. Start the VM. 8. Select the.spf from the BMR drive. 9. Choose your VHD/VHDX target and wait for the restore to finish Configure ESXi for Cloud BMR VMware ESX(i) BMR Restore process Note: Prerequisites for this process: Receive a BMR drive, login to the StorageCraft Cloud Services portal and request a BMR drive for the machine (cloud recovery point) you want to restore. If you have a Real Fail Over virtualized machine (Cloud Premium Service level required), you should request the most recent Recovery Point. The restore process will sync the final cloud incrementals during the restore process. You don't need to shut down the running cloud VM yet. 1. Connect the USB BMR drive to the host with the VM where you want to restore. Use USB 3 if possible. 2. Create a new (or edit an existing) VM and add the required controllers and disks as the destination for the restore. Make sure the new disk volume is the same size or larger than the original machine. You also need to add the following: a. USB Controller, (xhci controller supports USB 3.0). b. After adding the USB Controller, add a USB Device then select the BMR drive. c. Configure the VM CD drive to a StorageCraft CrossPlatform Recovery Environment (v2.2 or newer) ISO. The StorageCraft CrossPlatform Recovery Environment is required to sync the final changes if you have a virtualized machine. Download the StorageCraft CrossPlatform Recovery Environment and upload it to an accessible datastore on your ESX(i) host. d. Enable Connect at power on for the VM CD drive. e. Edit Options > Advanced > Boot Options to force entry into the BIOS start up screen (if necessary). Make sure you can boot from the VM CD (the StorageCraft CrossPlatform Recovery Environment.ISO) StorageCraft Technology Corporation StorageCraft Support Center Page 45 of 86

46 3. Start the VM and boot the StorageCraft Recovery Environment. This image shows the StorageCraft CrossPlatform Recovery Environment user interface: Note: If the StorageCraft CrossPlatform Recovery Environment screen resolution defaults to 800x600 the setting can be adjusted to optimize for your monitor. Go to Settings > Display in the Recovery Environment StorageCraft Technology Corporation StorageCraft Support Center Page 46 of 86

47 4. To restore a Real Failover virtualized machine (Cloud Premium accounts only) still running in the StorageCraft Cloud follow the steps below. Note: If your data in the StorageCraft cloud hasn t changed since you requested the BMR drive, perform a normal ShadowProtect restore. 5. Select Cloud Restore (left side menu under Tasks) from the StorageCraft CrossPlatform Recovery Environment user interface. This opens the Restore Wizard. 6. Select the BMR drive. 7. Click Next. 8. Enter your backup image password. 9. Enter the Cloud Account credentials for the account where the virtualized VM is running. Note: If you are a StorageCraft Partner, use the credentials for the customer Cloud Account (the same credentials used in ImageManager when you replicated to the cloud) StorageCraft Technology Corporation StorageCraft Support Center Page 47 of 86

48 10. If this is your first attempt to restore, the drive contains an initial base image (taken from the Recovery Point that was virtualized) plus one incremental (per volume). The incremental (001) contains all the changes made to the VM up to the time when the BMR was requested. This is the default for each volume. Note: If you have multiple volumes there is a separate tab for each volume. The screen shows the original Volume Size for each backup. Remember this information. 11. Click Next StorageCraft Technology Corporation StorageCraft Support Center Page 48 of 86

49 12. You need to select the target partitions (where the restored image goes). If the disks are not partitioned or initialized you need to right click and select Disk Utility. Note: If the Disk Utility doesn t open you may need to close the Cloud Restore Wizard and partition the disk first under the Disk Map tab. Make sure the partition sizes are the same or larger than the original volumes from the backup. To Configure the C Drive partition for Windows: 2017 StorageCraft Technology Corporation StorageCraft Support Center Page 49 of 86

50 To Configure the D Drive partition for this machine: Note: If you closed the Restore Wizard to partition the disk you need to go back through the steps Select each partition, and select which backup to restore from the dropdown. Remember it needs to be the same size or larger than the original volume. Example: There are two volumes (both larger than the original). See the Note (in green text) in the image below that describes how the change in size is detected. Click Next when you have finished StorageCraft Technology Corporation StorageCraft Support Center Page 50 of 86

51 13. Click Start to begin restoring. This process may take some time. 14. After restoring all the data from the BMR Drive, the StorageCraft CrossPlatform Recovery Environment automatically downloads and applies additional changes on an hourly basis (HeadStart Restore) from the Real Failover VM running in the StorageCraft Cloud. The restore Sequence status for each volume is displayed: This image shows the initial restore has completed but it hasn't synced from the StorageCraft Cloud yet: 2017 StorageCraft Technology Corporation StorageCraft Support Center Page 51 of 86

52 This image shows that the automatic download and restore has completed: 15. Click Finalize. StorageCraft recommends finalizing when you are ready (after one additional backup from the cloud has been restored). Finalizing forces the StorageCraft Cloud to shut down the Real Failover VM. You will see it shut down if you are logged into the StorageCraft Cloud portal. 16. The Restore Wizard downloads the final incremental backup to the BMR Drive. This can take 10 or more minutes to complete depending on the data changes that occurred since the last download. The speed of your internet connection can also affect the time. 17. When the final download is complete, the Hardware Independent Restore (HIR) wizard pops up. 18. Select the System volume and click Install Drivers to Volume StorageCraft Technology Corporation StorageCraft Support Center Page 52 of 86

53 19. Close the HIR wizard and click Finish on the Restore Wizard 20. Exit from the Recovery Environment. 21. Shutdown the new VM. 22. Eject the CD from the machine [shouldn t this say Host instead of VM?). Now the VM has the StorageCraft CrossPlatform Recovery Environment ISO connected to it, we eject from the VM StorageCraft Technology Corporation StorageCraft Support Center Page 53 of 86

54 23. Start the VM. This will cause your machine to boot. 24. Now you must reconfigure (restart) your backups. You also need to re-seed the StorageCraft Cloud. 13 StorageCraft Cloud Services Reports and Statistics Note: You must be logged in as a Partner or administrative user to be able to see all report screens. The reports and statistics for the StorageCraft Cloud are located with the settings and configurations to which they apply. This page gives you an overview about how and when the data is collected. The page also includes a list of where the data and statistics can be found in the StorageCraft Cloud user interface. Overview of collected data Data is collected every day and in some cases in real time for each account and machine The data illustrated does not include the current day because a snapshot for the current day has not been taken The space utilization trend data is an average value calculated from the snapshots gathered in a one month period If no data is available, the charts will be empty or (in the case of pie charts) all one color. The account information consists of data at the account level (includes all machines); the machine information consists of data at each machine's level 2017 StorageCraft Technology Corporation StorageCraft Support Center Page 54 of 86

55 Reports and Statistics Details StorageCraft Cloud Services User Guide Cloud Management Dashboard - displays summary screens for BMR drives, Seed drives, Virtual Machines, Accounts (number of machines, BMR Drives, VMs, Public IPs for all accounts), Account space used broken into membership type (Cloud Basic, Cloud +, Cloud Premium, etc.). Account Details - lists all account details for the currently logged in user. Click Cloud Accounts in the Cloud Accounts column to see this information. Account Alerts - lists all alerts, available addresses and assigned alert addresses. Seed/BMR Statistics - found on the Seed/BMR tab in the Account Details screen shows the drive type, machine name, drive size, quantity, request date, status, tracking number in, return tracking number, return shipping label, received date etc StorageCraft Technology Corporation StorageCraft Support Center Page 55 of 86

56 Account Space Utilization - shows the amount of space used for the account. Additional Status Reports and Statistics Other cloud reporting and status information is displayed on its respective screen in the cloud portal and is shown with its respective information throughout this user guide. 14 Cloud Services Reference Documents and Links The reference information page contains links to help you find answers to various questions. The page includes links to Cloud Services Public REST APIs, Cloud Best Practices, Frequently asked questions (FAQ), troubleshooting information, and the StorageCraft product glossary. Important Links StorageCraft Cloud Services Frequently Asked Questions (FAQ) StorageCraft Cloud Services REST APIs StorageCraft Cloud Services Best Practices Glossary Consolidated Glossary - (combined glossary for ShadowProtect, ImageManager and Cloud Services). Contacting Support If you can't find the answers you need, see the StorageCraft home page StorageCraft Technology Corporation StorageCraft Support Center Page 56 of 86

57 14.1 StorageCraft Cloud Services FAQ What is the suggested way to Capture multiple volume backups? You should use a single ShadowProtect backup job. If your virtualized backup in the cloud consists of multiple volumes we recommend that you capture all of these volumes with a single ShadowProtect backup job. This is a better than having multiple backup jobs that take snapshots of the different volumes. Using a single backup job is the only way to ensure that the recovery points in the cloud represent a complete single point in time. Can Partner s increase system resources while virtualizing a machine in the StorageCraft Cloud? Important: You must increase resources before you create the Virtual Machine. Create a StorageCraft Support request if you need to increase default system resources (to a maximum of 12 processors and 128 GB of RAM), or if you need additional Virtual Machine resources for an emergency failover. Assigning more resources requires specific use cases and must be approved by StorageCraft support. Resource options include # of CPUs 1 2 RAM (GB) Windows OS , XP, Vista, Defaults 2003, 8, 8.1, 2008, 2008 R2, 2012, 2012 R2, 2016 Linux Ubuntu, Redhat, Suse How can I have a new instance of ImageManager continue replicating to an existing machine in the cloud? If I have ImageManager replicating to the StorageCraft cloud (ImageManager is running on a computer that needs to be replaced), how can I set up a new instance of ImageManager and migrate my managed folders and backup images so the replication to the cloud will continue on the new machine? Migration Steps: 1. Install ImageManager on the new machine. 2. Manage a folder which contains the EXACT SAME backup image files that the old machine was sending. 3. With help from STC support, edit the registry on the new machine so that the ManagedFolder ID is the EXACT SAME as the ManagedFolder ID on the old machine. Save the registry changes StorageCraft Technology Corporation StorageCraft Support Center Page 57 of 86

58 4. Restart the ImageManager Service. 5. Create a Cloud Location that uses the EXACT SAME credentials that were used previously. 6. Create a Replication target using the new location. StorageCraft Cloud Services User Guide When does rounding occur for storage space billing? This applies to all Partner accounts. All space used by subaccounts at the same service level is aggregated first and then rounded up to the nearest GB for billing. Do I have to use a seed drive to seed my cloud storage, or can I just replicate my full backup image across the network? The question of seeding vs. replicating is really a question of image size vs. network bandwidth. It s possible to replicate a full image to the cloud if it doesn t compromise the performance of your network. You can use the following formula to estimate the time required to replicate a particular backup image file: (((FS * 1024) / AB * 60) * 8) = Time to transfer file (minutes) Variable FS AB Definition Backup image file size in GB. The available bandwidth to transfer the file in Mb/sec. This is likely less than the total network bandwidth since there is always other network activity that occupies some of the bandwidth. For example, an organization with 28 Mb/sec (multiplied by 8 to convert to MB) available bandwidth wants to transfer a full backup image file of 410GB: (((410 *1024) / 28*60) * 8) = 1992 minutes Requesting a Seed Drive Larger Than 2 TB See Requesting a Seed Drive Larger Than 2 TB in the User Guide. Why would I need to mirror my cloud data to a secondary location? Mirroring to a secondary data center protects your data in case of a natural disaster that destroys the primary data center. For those who want to guarantee data recovery, regardless of disaster scope, mirroring provides the necessary peace-of-mind. Can I manage cloud replication to avoid slowing down my network (especially during business hours)? StorageCraft ImageManager provides the ability to manage its use of network bandwidth with Replication Throttling. ImageManager replication throttling lets you control transfer speeds based on day (weekday vs. weekend) and time. This lets you manage network bandwidth loads during business hours or other critical times to make sure replication doesn t adversely affect other important business activities StorageCraft Technology Corporation StorageCraft Support Center Page 58 of 86

59 Where does StorageCraft Cloud Services store backup image files? StorageCraft Cloud Services utilizes Tier 3 or 3+ datacenters. StorageCraft Cloud Services are deployed on hardware and a networking infrastructure dedicated solely to StorageCraft Cloud Services. Firewall Settings - What URLs and ports do I need to configure for network security or firewall settings for StorageCraft Cloud Services Replication? Important: StorageCraft adds new ftp addresses from time to time. If your replications start failing, check to see if a new ftp address has been added to the list below. Alternately, if your router allows it, a best practice is to configure your router to allow a range of ftp addresses (for example, ftp://ftp**-slc.storagecraft.com or ftp://ftp**-yyz.storagecraft.ca). See the user guide for your specific router for the instructions on configuring the range of addresses. APAC Sites CA Sites ftp://ftp01-syd.storagecraft.com.au ftp://ftp02-syd.storagecraft.com.au ftp://ftp03-syd.storagecraft.com.au ftp://ftp04-syd.storagecraft.com.au ftp://ftp05-syd.storagecraft.com.au ftp://ftp06-syd.storagecraft.com.au ftp://ftp07-syd.storagecraft.com.au ftp://ftp08-syd.storagecraft.com.au ftp://ftp09-syd.storagecraft.com.au ftp://ftp10-syd.storagecraft.com.au ftp://ftp01-yyz.storagecraft.ca ftp://ftp02-yyz.storagecraft.ca ftp://ftp03-yyz.storagecraft.ca ftp://ftp04-yyz.storagecraft.ca ftp://ftp05-yyz.storagecraft.ca ftp://ftp06-yyz.storagecraft.ca ftp://ftp07-yyz.storagecraft.ca 2017 StorageCraft Technology Corporation StorageCraft Support Center Page 59 of 86

60 ftp://ftp08-yyz.storagecraft.ca ftp://ftp09-yyz.storagecraft.ca ftp://ftp10-yyz.storagecraft.ca Dublin Sites StorageCraft Cloud Services User Guide ftp://ftp01-dub.storagecraft.eu ftp://ftp02-dub.storagecraft.eu ftp://ftp03-dub.storagecraft.eu ftp://ftp04-dub.storagecraft.eu ftp://ftp05-dub.storagecraft.eu ftp://ftp06-dub.storagecraft.eu ftp://ftp07-dub.storagecraft.eu ftp://ftp08-dub.storagecraft.eu ftp://ftp09-dub.storagecraft.eu ftp://ftp10-dub.storagecraft.eu Frankfurt Sites ftp://ftp01-fra.storagecraft.de ftp://ftp02-fra.storagecraft.de ftp://ftp03-fra.storagecraft.de ftp://ftp04-fra.storagecraft.de ftp://ftp05-fra.storagecraft.de ftp://ftp06-fra.storagecraft.de ftp://ftp07-fra.storagecraft.de ftp://ftp08-fra.storagecraft.de ftp://ftp09-fra.storagecraft.de ftp://ftp10-fra.storagecraft.de U.S. and Latin America Sites Ports ftp://ftp01-slc.storagecraft.com ftp://ftp02-slc.storagecraft.com ftp://ftp03-slc.storagecraft.com ftp://ftp04-slc.storagecraft.com ftp://ftp05-slc.storagecraft.com ftp://ftp06-slc.storagecraft.com ftp://ftp07-slc.storagecraft.com ftp://ftp08-slc.storagecraft.com ftp://ftp09-slc.storagecraft.com ftp://ftp10-slc.storagecraft.com The same ports are used for all cloud sites. Port 21 (FTP) Ports (passive FTP range) Port 443 Port 8888 Port Port 6080 (for VNC to connect to virtual machines running in the StorageCraft cloud) Note: Ports 21 and are required when using SSL encryption. If you choose SSH encryption you need to open ports 21 and 22. What options are available to seed StorageCraft Cloud Services with base images? All cloud users can request a seed drive from StorageCraft. Personal drives will NOT be accepted for seeding the cloud StorageCraft Technology Corporation StorageCraft Support Center Page 60 of 86

61 If a backup image runs as a virtual machine in the StorageCraft Cloud, how long can this virtual machine be kept in production mode? A production virtual machine can run in StorageCraft Cloud Services for a maximum of 30 days. This allows for a controlled migration to replacement infrastructure of the partners choosing. What if I lose my connection during a sync between ImageManager and Cloud Services? ImageManager tracks the data sent and knows where to start again when the connection is restored. What happens if I delete an account in the cloud and want re-add that account? Deleting an account erases all data and associated machines. What is the turnaround time for getting the cloud seeded after the drive is received by StorageCraft? A one (1) TB (or less) seed drive will be seeded within seven (7) calendar days after StorageCraft receives it. Drives larger than one (1) TB will require one (1) additional day per TB before the seeding is complete. What happens if I add new volumes when "Collapses Only" are Being Replicated If I select Replicate Collapses Only and then later add a new drive or new volume, the volumes in the backup will be temporarily out of sync. The new volume causes a base image to be created. The new base image file is immediately replicated to the cloud which causes a new recovery point to be created. The new recovery point reflects the current state of the new volume. However, since incrementals are not being replicated (just collapses at the end of the day) the other (previously existing) volumes won't change until the day's collapse is replicated to the cloud StorageCraft Cloud REST API StorageCraft Cloud Services provides a REST API so you can request information about a specific cloud account. Only GET requests are permitted. Basic authentication via https is used for the communication. Responses are provided in a JSON format. Datacenter URL Each Datacenter has a unique URL so you first need to determine which URL (referred to in the REST API calls below as <cloud_url>) to use: Customers in the United States need to use Customers in Canada need to use Customers in Australia need to use Note: See "What URLs and ports do I need to configure for network security or firewall settings for StorageCraft Cloud Services Replication?" in the StorageCraft Cloud Services FAQ if you need additional information. Authentication When communicating with the REST API use basic authentication and provide the cloud username and password (the same ones you used in ImageManager to create a Cloud Location) StorageCraft Technology Corporation StorageCraft Support Center Page 61 of 86

62 Seeded Cloud Images Each seeded image is a reference to a file that has been placed onto a seed drive Warning: Only GET requests are permitted. NEVER Post to the cloud! We are telling you about this so you more easily track your seeded data. If you manually post here, you will be telling the cloud to wait for a file that is never coming. Accessible via: or <cloud_url>/api/v1/seeded_images/ <cloud_url>/api/v1/seeded_images/<id>/ Body consists of: 'machine' - URL of the machine that this belongs to. For example: " 'file_name' - Name of the seeded file. For example: "C_VOL-boo1.spf" 'url' - The URL of this particular Seeded Image. For example: " 'active' - Boolean, is the image active in the cloud. For example: False True - means the image is still in transit. - means the image is arrived at the cloud. 'drive_serial_number' - The serial number on seed drive label. For example: 'seed_time' - Timestamp when the backup image was populated onto the seed drive in yyyy/mm/dd format. For example: T18:00: 'file_type' - An enumeration for the different types of files. For example: None = -1 Base = 0 IntraDaily = 1 Daily = 2 Weekly = 3 Monthly = StorageCraft Technology Corporation StorageCraft Support Center Page 62 of 86

63 Rolling = 5 StorageCraft Cloud Services User Guide 'pit_guid' - A globally unique identifier for this backup. For example: 6a46d403-a b72f-ffb4fc178c90 'id' - The id of this Seeded Image. For example: 1 Upload Upload progress is exposed on the machine level so you should not need to access the Upload objects directly. This is exposed in the public API because your install of ImageManager needs to use these objects in order to upload your backups to the cloud. Important: Please Don't create, access, or delete any Upload Object without first consulting with StorageCraft. Cloud Accounts Accessible via: <cloud_url>/api/v1/accounts/ or <cloud_url>/api/v1/accounts/<id>/ Body consists of: 'url' - URL of the specific account object. For example: 'username' - Cloud account username. For example: test_user_1 'parent' - URL of the parent of this account. For example: 'children' - List of the URLs of the children of this account. For example: [ ] 'privileges' - List of account privileges. For example: ["download","login", "upload"] 2017 StorageCraft Technology Corporation StorageCraft Support Center Page 63 of 86

64 'created' Account creation timestamp. For example: StorageCraft Cloud Services User Guide T18:00: 'updated' Account last update timestamp. For example: T23:03: 'last_login' Last login/account access timestamp. For example: T18:00: 'alerts' - Alerts assigned to this account. For example: [ ] { }, { } "name": "Show my VMs", "type": "vm_running", "params": { " _list": [ "john.smith@storagecraft.com" ] } "name": "Delete Machine Alert", "type": "machine_deleted", "params": { " _list": [ "john.smith@storagecraft.com" ] } 'id' - The id of this Account. For example: 2 'size_bytes' - The total size of all the machines in this account. For example: 'machines' - List of urls of each machine belonging to this account. For example: [ " " " StorageCraft Technology Corporation StorageCraft Support Center Page 64 of 86

65 ] StorageCraft Cloud Services User Guide 'retention_days_till_daily' - The default number of days to keep intra-daily backups before collapsing them into dailies. The value listed below is the default. Provide another value on a machine to override the default. 3 'retention_days_till_weekly' - The default number of days to keep daily collapses before collapsing them into weeklies. The value listed below is the default. Provide another value on a machine to override the default. 7 'retention_days_till_monthly' - The default number of days to keep weekly collapses before collapsing them into monthlies. The value listed below is the default. Provide another value on a machine to override the default. 30 'retention_days_till_deletion' - The default number of days to keep backups of any kind before deleting them. If any of the previous values are greater than or equal to this one then type of collapse will not occur. For example if both 'retention_days_till_deletion and retention_days_till_monthly' are set to 30 then no monthly collapses will ever be created, instead the weeklies will be destroyed once they are 30 days old. The value listed below is the default. Provide another value on a machine to override the default. 90 SeedDriveRequest Accessible via: <cloud_url>/api/v1/seed_drive_requests/ or <cloud_url>/api/v1/seed_drive_requests/<id>/ Body consists of: 'user' - URL of your account object. For example: 'status' - Description of the current state of your request. It will always be one of the following strings: [ 'requested', 'shipping_to_user', 'populating', 'populated', 'shipping_to_cloud', 'queued', 'processing', 'finished_processing', 'complete', 2017 StorageCraft Technology Corporation StorageCraft Support Center Page 65 of 86

66 ] 'failed' 'company_name' - Company name that was provided when the request was made. For example: "ABC Company" 'address' - First line of the address provided when the request was made (ex: ) "1560 West, 300 North" 'address_two' - Second line of the address provided when the request was made. For example: "apartment 206" 'city' - City that was provided when the request was made. For example: "Portland" 'state' - State/province/territory that was provided when the request was made. For example: "Oregon" 'zip' - Zip code that was provided when the request was made. For example: "97212" 'country' - Country that was provided when the request was made. For example: "USA" 'phone' - Phone number that was provided when the request was made. For example: 'drive_size_tb' - Size of the requested drives. For example: 2 'drive_quantity' - Number of requested drives. For example: 4 'created' - Timestamp from when the request was made. For example: T18:00: 'updated' - Timestamp from when the request was last updated. For example: T18:06: StorageCraft Technology Corporation StorageCraft Support Center Page 66 of 86

67 'id' - Id of this request. For example: 57 'url' - URL of the request. For example: (ex: ) 'box_barcode' - ID on the box barcode. This will be blank if the request has not yet been processed. For example: 'drive_barcodes' - list of the IDs on the barcodes of the drives in this request. This will be an empty list if the request has not yet been processed. For example: [ ] , , , 'username' - Your account username. For example: "my_name" Machine Information Accessible via: <cloud_url>/api/v1/machines/ or <cloud_url>/api/v1/machines/<id>/ Body consists of: 'machine_name' - The hostname of the backed up machine. For example: "webserver" 'machine_guid' - Globally unique identifier for that machine. For example: dca-40e0-b ff 'user' - URL of your account object. For example: 'created' Machine creation timestamp. For example: 2017 StorageCraft Technology Corporation StorageCraft Support Center Page 67 of 86

68 T18:00: StorageCraft Cloud Services User Guide 'updated' - Timestamp of when the machine was last updated. For example: T18:40: 'last_rp_time' - Timestamp of the point-in-time represented by the most recent backup that has been processed for this computer. For example: T16:00: 'size_bytes' - The number of bytes that this machine takes up in the cloud. For example: 'url' - URL of the machine. For example: 'id' - Id of this machine. For example: 57 'privileges' - List of the privileges this machine has. For example: [ ] "download", "virtualize" 'sp_key' - The ShadowProtect key that was used by the job that created this backup. For example: 2655-D1DD-16D1-4E5E 'status' - The status of the machine. For example: "success" 'error_msg' - If the status is not "success" error_msg describes the problem. For example: "Didn't Succeed" 'service_level' - The service level of the machine. For example: "Premium" 'retention_days_till_daily' - The number of days to keep intra-daily backups before collapsing them into dailies. Providing a value for this on a machine will override the account default. For example: StorageCraft Technology Corporation StorageCraft Support Center Page 68 of 86

69 'retention_days_till_weekly' - The number of days to keep daily collapses before collapsing them into weeklies. Providing a value for this on a machine will override the account default. For example: 7 StorageCraft Cloud Services User Guide 'retention_days_till_monthly' - The number of days to keep weekly collapses before collapsing them into monthlies. Providing a value for this on a machine will override the account default. For example: 30 'retention_days_till_deletion' - The number of days to keep backups of any kind before deleting them. If any of the previous values are greater than or equal to this one then type of collapse will not occur. For example if both 'retention_days_till_deletion and retention_days_till_monthly' are set to 30 then no monthly collapses will ever be created, instead the weeklies will be destroyed once they are 30 days old. Providing a value for this on a machine will override the account default. For example: (ex: 90) 90 BMRDriveRequest Accessible via: <cloud_url>/api/v1/bmr_drive_requests/ or <cloud_url>/api/v1/bmr_drive_requests/<id>/ Body Consists of: 'user' - URL of your account object. For example: (ex: ) 'status' - Description of the current state of your request. It will always be one of the following strings: [ 'requested', 'shipping_to_user', 'populating', 'populated', 'shipping_to_cloud', 'queued', 'processing', 'finished_processing', 'complete', ] 'failed' 'company_name' - Company name that was provided when the request was made. For example: "My Company" 2017 StorageCraft Technology Corporation StorageCraft Support Center Page 69 of 86

70 'address' - First line of the address provided when the request was made. For example: "1560 West, 300 North" StorageCraft Cloud Services User Guide 'address_two' - Second line of the address provided when the request was made. For example: "Apartment 206" 'city' - City that was provided when the request was made. For example: "Portland" 'state' - State/province/territory that was provided when the request was made. For example: "Montana" 'zip' - Zip code that was provided when the request was made. For example: "96047" 'country' - Country that was provided when the request was made. For example: "USA" 'phone' - Phone number that was provided when the request was made. For example: 'drive_size_tb' - Size of the requested drives. For example: 2 'drive_quantity' - Number of requested drives. For example: 1 'vm_failover' - Boolean. For example: True False - means you are restoring a VM running in the cloud. - means you are NOT restoring a VM running in the cloud. 'created' - Timestamp from when the request was made. For example: T18:00: 'updated' - Timestamp from when the request was last updated. For example: T18:06: 'url' - URL of the request. For example: 2017 StorageCraft Technology Corporation StorageCraft Support Center Page 70 of 86

71 StorageCraft Cloud Services User Guide 'box_barcode' StorageCraft ID on the box barcode. This will be blank if the request has not yet been processed. For example: 'drive_barcodes' - list of the StorageCraft IDs on the barcodes of the drives in this request. This will be an empty list if the request has not yet been processed. For example: 'username' - Your account username. For example: "my_name" 'machine_name' - Hostname of the machine being restored. For example: "webserver" Examples To get a list of all the machines for a given account send the GET verb to and provide your cloud credentials in the header using basic authentication. The resulting list is paginated and by default provides 10 entries per page. If we wanted to override this to 1 for example we instead use the URL and the result would look something like: Response { "count": 2, "next": " "previous": null, "results": [ { "machine_name": "WIN-LNMAM822JC0", "machine_guid": "e999992d-08ca-4dfd-ba bc93e", "user": 578, "created": " T16:54:15.448", "updated": " T20:48:42.282", "deleted": null, "url": " "id": 178, "privileges": [ "download", "request_recovery_drive", "request_seed_drive", 2017 StorageCraft Technology Corporation StorageCraft Support Center Page 71 of 86

72 } ] } ], "virtualize" "sp_key": "ECEE-F2E9-E2E3-7GE8" StorageCraft Cloud Services User Guide 14.3 StorageCraft Cloud Best Practices Additional Best Practices will be added to this document from time to time. Active Directory Controllers Automated Virtual Machine Policy When performing a Bare Metal Recovery for Active Directory Controllers, StorageCraft suggests doing a test recovery of the AD/SBS servers to see if they require any additional steps (such as running through the BMR process). If additional steps are required, it is best to go through the steps manually. Don't include the AD/SBS servers in the VM Policy. Setting Up Your Networking Always set up networking before creating the virtual machines in the network. Changing network settings, or creating one, with existing virtual machines, is just asking for trouble. Browser Selection Use Firefox or Chrome for the StorageCraft Partner Portal. There is a known connection issue with Internet Explorer that StorageCraft is looking into. Concurrent Processing for Multiple Backups When sending up multiple backups to the Cloud from ImageManager, be aware of the Concurrent Processing setting in Agent Settings/Performance. It is more efficient than sending backup images one at a time StorageCraft Technology Corporation StorageCraft Support Center Page 72 of 86

73 Continuous Incrementals StorageCraft Cloud Services User Guide Always use Continuous Incremental backups from ShadowProtect when uploading to the Cloud. ShadowProtect Backup Image Password Encryption Always encrypt your ShadowProtect backups with a password (this is required for replication to the cloud). Cloud Basic Data Recovery Cloud Basic data can only be recovered by requesting a BMR. Cloud Basic users can mount a recovery point in the cloud and then browse the files and folders, but you can't download any data or files. You must have a Cloud+ or Cloud Premium account to download files and data from the Cloud Portal/Browser. Replicating Base Images versus Seeding In some cases, depending on your bandwidth and the size of your base image, it may be faster and more efficient to replicate your base image to the cloud with ImageManager than requesting, populating and sending a seed drive to StorageCraft. You can use data compression and throttling to help control the bandwidth and load on your network. Setting Local Time in a Virtualized VM All VM system clocks are set to UTC in the StorageCraft cloud. Windows expects the system clock to be set to local time. The VM clock will display the incorrect time until you manually adjust the time. 15 Appendix - Cloud Services Networking Scenarios for IPsec The information contained in this appendix includes IPsec usage examples and scenarios for Cloud Services Networking. Using Cisco IOS with IPsec in the StorageCraft Cloud Using SonicWALL with IPsec in the StorageCraft Cloud Using Ubiquiti EdgeRouter LITE with IPsec in the StorageCraft Cloud Using WatchGuard with IPsec in the StorageCraft Cloud 15.1 Using Cisco IOS with IPsec in the StorageCraft Cloud Configuring an IPSEC site to StorageCraft Cloud VPN on a Cisco IOS device. Check your Firewall Status in the StorageCraft Cloud before you get started. These options are not active until you virtualize a machine in the StorageCraft cloud StorageCraft Technology Corporation StorageCraft Support Center Page 73 of 86

74 Next, refer to the Configure StorageCraft Cloud Networking guide to see the subnet configuration list of compatible Phase 1 and Phase 2 settings. See the sample Configuration below: The following five steps need to be configured to create an IPSEC VPN on a Cisco IOS device. 1. ISAKMP policy Configure what parameters will be used for the IKE phase 1 tunnel 2. Transform Set Configure what parameters will be used for the IKE phase 2 tunnel (aka the IPSEC tunnel) 3. ACL Create an ACL to define what traffic will be sent over the VPN 4. Cypto Map Configured using the previous parameters. 5. Apply Apply the cypto map to an interface Step 1. ISAKMP (Phase 1) Cisco#conf t Cisco(config)#crypto isakmp enable Cisco(config)#crypto isakmp policy 10 Cisco(config-isakmp)#encryption 3des Cisco(config-isakmp)#authentication pre-share Cisco(config-isakmp)#group 2 Cisco(config-isakmp)#exit Cisco(config)#crypto isakmp key YOUR-PSK-HERE address CLOUD-FIREWALL-WAN-IP Cisco(config)#crypto isakmp keepalive 10 2 periodic Cisco(config)#^Z First, we enter config mode then enable isakmp. It is enabled by default and this step may not be required. Important: The policy number is very important. When the router tries to negotiate an acceptable phase one policy it always starts with the policy closest to 1 then works upward in order until a negotiation is successful. Using 10 gives some room for growth if needed. Next configure the encryption algorithm we want to use. The StorageCraft Cloud uses 3DES. Next we configure the authentication method, the StorageCraft Cloud uses PSK. Next is the hash method to be used. The StorageCraft Cloud uses SHA1 (default setting). Group <number> configures the modulus size of the Diffie-Hellman key exchange. The StorageCraft Cloud uses Group 2. We need to configure the key on a per host basis in main config mode (since we configured pre-shared key). For YOUR-PSK-HERE you should use Your Shared Key in the IPsec configuration in the StorageCraft Cloud StorageCraft Technology Corporation StorageCraft Support Center Page 74 of 86

75 For CLOUD FIREWALL-WAN-IP you should use Firewall WAN IP in the StorageCraft Cloud Important: To emphasize dead peer detection (DPD), we set it to send keepalives every 10 seconds then every 2 seconds if a keepalive fails. They are sent on demand instead of periodically as is the configured default. Verify the configuration with show crypto isakmp policy Step 2. Transform Set (Phase 2) Cisco#conf t Cisco(config)# crypto ipsec transform-set STCCLOUD esp-aes esp-sha-hmac Cisco(cfg-crypto-trans)#mode tunnel Cisco(cfg-crypto-trans)#^Z Configure IPSEC tunnel mode using ESP AES encryption and SHA1. Refer to the Configure StorageCraft Cloud Networking guide for other compatible Phase 2 options. Verify with show crypto ipsec transform-set Step 3. ACL Cisco#conf t Cisco(config)#access-list 101 permit ip LOCAL-SUBNET CLOUD-SUBNET This is a simple extended ACL config used to define the traffic that will be secured via the VPN. For example, a local subnet might be and as shown in the screenshot at the beginning of this page, the subnet in the StorageCraft Cloud has been modified to StorageCraft Technology Corporation StorageCraft Support Center Page 75 of 86

76 Step 4. Crypto Map StorageCraft Cloud Services User Guide Cisco#conf t Cisco(config)#crypto map local_to_stccloud 10 ipsec-isakmp % NOTE: This new crypto map will remain disabled until a peer and a valid access list have been configured. Cisco(config-crypto-map)#set peer CLOUD-FIREWALL-WAN-IP Cisco(config-crypto-map)#match address 101 Cisco(config-crypto-map)#set transform-set STCCLOUD Cisco(config-crypto-map)#^Z Configure the StorageCraft Cloud Firewall WAN IP. Configure the traffic with the "match" command then finally configure the transform set to be used. Verify with show crypto map Step 5. Apply Cisco#conf t Cisco(config)#int OUTGOING-INTERFACE Cisco(config-if)#crypto map local_to_stccloud Cisco(config)#ip route CLOUD-ASSIGNED-SUBNET WAN-INTERFACE Cisco(config)#^Z Apply the configured crypto map to the WAN interface. For example: Dialer0 or fastethernet 1/0 (depending on the configuration of your router). The static route needs to point to the router at the other end of the VPN tunnel. For example, the subnet assigned by the StorageCraft Cloud may be and as shown in the screenshot at the beginning of this page, the WAN interface, as shown above, might be Dialer0. Testing/Verify The easiest way to test is by using an extended ping from a local computer to the virtualized machine in the StorageCraft Cloud (check to see what the VM s IP is in the Cloud and check to see if its firewall is configured to respond to ping). Cisco#show crypto engine connections active The ping sets up the VPN because of its traffic (the first ping is lost in the VPN creation). We can verify the result with show crypto engine connections active You will see one IKE connection and an IPSEC tunnel for each direction. To troubleshoot, check on your Cisco router for the following: Check the firewall settings applied to your WAN interface Check Access List configured to deny VPN traffic to NAT applied to your WAN interface Check IP route s 2017 StorageCraft Technology Corporation StorageCraft Support Center Page 76 of 86

77 15.2 Using SonicWALL with IPsec in the StorageCraft Cloud This example page is provided as a convenience. StorageCraft does not support this configuration. The example describes how to configure an IPSEC site to StorageCraft Cloud VPN on SonicWALL. Before starting, check your Firewall Status in the StorageCraft Cloud. This only becomes active after you virtualize a machine. Next, refer to the Configure StorageCraft Cloud Networking guide to see the subnet configuration list of compatible IPSEC settings. Adding and Configuring Address Objects 1. Navigate to Network > Address Objects, and click on the ADD button. 2. Configure the Address Object for the VPN StorageCraft Technology Corporation StorageCraft Support Center Page 77 of 86

78 3. Configure the Address Objects for the LAN. Adding and Configuring VPN Policy 1. Navigate to VPN > Settings page. 2. Click Add. A VPN Policy Window is displayed. Under the General Tab 1. Select IKE using Preshared Secret from the Authentication Method drop down. 2. Enter a name for the policy in the Name field. 3. Enter the WAN IP address of the remote connection in the IPsec Primary Gateway Name or Address field 4. Enter a Shared Secret password (used to setup the Security Association) in the Shared Secret field. 5. Confirm the password in the Shared Secret field. Note: The Shared Secret must be at least 4 characters long, and must include both numbers and letters StorageCraft Technology Corporation StorageCraft Support Center Page 78 of 86

79 Under the Network Tab 1. Under Local Networks, click the Choose local network from list radio button. 2. Select the local network address object created in Adding and Configuring Address Objects for the LAN (LAN Subnet) from the drop down list. 3. Under Remote Networks, click the Choose destination network from list radio button. 4. Select the address object created in Adding and Configuring Address Objects for the VPN (Site B network) from the drop down list. Under the Proposals Tab Make the following selections on the Proposals tab: 2017 StorageCraft Technology Corporation StorageCraft Support Center Page 79 of 86

80 Under the Advanced Tab Select (check the box) Enable Keep Alive on the Advanced tab StorageCraft Technology Corporation StorageCraft Support Center Page 80 of 86

81 15.3 Using Ubiquiti EdgeRouter LITE with IPsec in the StorageCraft Cloud Configuring an IPSEC site for the StorageCraft Cloud VPN on a Ubiquiti EdgeRouter Lite You can use the Ubiquiti EdgeRouter LITE (1 million packets-per-second) as a standby site-to-site VPN appliance for data recovery in the StorageCraft Cloud. The Ubiquiti EdgeRouter can connect to the StorageCraft Cloud via IPsec. It can provide DHCP to a local site, and route between the internet and virtual machines in the StorageCraft Cloud. It can also do Network Address Translation (NAT) so that services such as port 25 for Microsoft Exchange can still continue to work. Preconfiguring this device is a low-cost easy solution to help you be ready for quick failover to the StorageCraft cloud. The EdgeRouter is shown in typical configuration in the diagram below. StorageCraft Cloud Services User Guide Check your Firewall Status in the StorageCraft Cloud before you start. These settings only become active when a machine is virtualized. Refer to the Configure StorageCraft Cloud Networking guide for information about Subnet Configurations in the Cloud. It also includes a list of compatible IPSEC settings. This guide describes the basic setup of the router with default settings. If you don't need this information you can skip ahead to step 5 for the required VPN settings. Subnets used in this section are shown in this example: 2017 StorageCraft Technology Corporation StorageCraft Support Center Page 81 of 86

82 Configuring the EdgeRouter StorageCraft Cloud Services User Guide 1. Connect the computer to eth0 on the EdgeRouter (temporarily set your computer static IP address to or something similar). 2. Connect eth1 to your internet connection. 3. Use your browser to connect to the default router page (ubnt/ubnt) 4. Click the Wizards tab on the right and run the WAN+2LAN wizard then configure your ISP settings. Click the image below to enlarge it. Note: Your internet connectivity should now work. We recommend upgrading to the latest firmware by selecting the System tab at the bottom of the screen. Download the firmware from 5. Select the VPN tab in the menu at the top of the screen. 6. The following instructions are based on the EdgeRouter screenshot at the bottom of this page: 1. Global Options 1. Check Show advanced options. 2. Configure IPsec interfaces to eth1 which is the WAN interface. 3. Ensure Firewall is checked to Automatically open firewall and exclude from NAT. 2. Site-to-site peers 1. Select the "Firewall WAN IP address from the dropdown list. This address must be the same as the Peer IP address used in the EdgeRouter user interface at the end of this page. 2. Give the Description a name. 3. The Local IP is the LAN IP of the EdgeRouter, i.e Encryption is 3DES as per the StorageCraft Cloud IPSEC guide. 5. Hash is 3DES. 6. DH Group is Pre-shared secret is the Shared Key specified in the StorageCraft Cloud Portal. 8. Local subnet is the subnet of the local LAN i.e / Remote subnet is the subnet configured in the StorageCraft Cloud i.e Click the image below to enlarge it StorageCraft Technology Corporation StorageCraft Support Center Page 82 of 86

83 7. After you apply these settings the configuration is complete. The router should run with DHCP on the local LAN with an IPSEC VPN into the StorageCraft Cloud Using WatchGuard with IPsec in the StorageCraft Cloud This example page is provided as a convenience. StorageCraft does not support this configuration. The example describes how to configure an IPSEC site to StorageCraft Cloud VPN on a WatchGuard XTM 2 series web interface Before starting, check your Firewall Status in the StorageCraft Cloud. This only becomes active once a machine is virtualized. Next, refer to the Configure StorageCraft Cloud Networking guide to see the subnet configuration list of compatible IPSEC settings. These are the subnets that are used in this example: 2017 StorageCraft Technology Corporation StorageCraft Support Center Page 83 of 86