ARCSERVE CLOUD FAQS Arcserve Cloud Frequently Asked Questions The Arcserve Cloud empowers SMBs and mid-sized organizations to complete their data protection strategy with a seamless means to achieve disaster recovery and business continuity. It ensures that your precious systems and data are fully protected and available offsite so that your business can remain always on. Simply connect your Arcserve Appliance to the Arcserve Cloud and go! Purchasing What are the prerequisites to purchasing the Arcserve Cloud Service? The Arcserve Cloud is available to purchase for new and existing Arcserve Unified Data Protection (UDP) customers in North America. The Arcserve Cloud supports both Arcserve UDP software and Arcserve UDP Appliance. What are the subscriptions time periods? Licensing is in annual increments. What are the basic purchasing options? For Arcserve Appliance customers, the Arcserve Cloud is purchased by capacity in TB, TB, 9TB, TB, 20TB and 0TB increments that correspond to the size of your Arcserve Appliance. For Arcserve UDP software customers, the Arcserve Cloud is purchased in any size combination as long as it is larger than TB. Are there any additional charges during the subscription period? Additional fees would apply if you wish to purchase additional cloud virtual standby (weeks of virtual standby running in the Arcserve Cloud). Can I terminate my on-premise solution and still use the Arcserve Cloud? No; it is a requirement that UDP (RPS) be running on-premise to operate the Arcserve Cloud. I m located in Canada. Where is the data center? To satisfy Canadian government regulations for data privacy, there is a data center located in Canada to support organizations operating in that region. Are there any charges associated with cancelling my Arcserve Cloud service and returning my data? Arcserve Cloud FAQs
If you wish to cancel your service, a standard RMA process will be used. In the event you want your data returned, you will need to contact Arcserve Support and request a full copy of your data, which will then be shipped to you via hard drive for a nominal flat fee. It should be noted that customers can request a full copy of all their data at any time, not solely at the end of a service contract or RM Cloud Provisioning How is the installation performed, and how long does it take? There is no installation with the Arcserve Cloud. Upon purchase of the service, the Arcserve Cloud appliance is provisioned automatically, and configuration details are sent to you so you can configure the replication connection between your on-premise Arcserve UDP platform and the Arcserve Cloud appliance. The SLA set for provisioning the Arcserve Cloud appliance is sixteen () business hours upon receipt of an order. However, Arcserve will make every effort to provision the cloud instance as quickly as possible. How do I manage what data is stored in the cloud? Once you receive the necessary credentials to connect your on-premise RPS with the cloud RPS, data is replicated in the same way that it is between any two RPS instances. The RPS cloud location is simply a part of the Arcserve UDP environment and can be managed like any other RPS instance, making it completely seamless integration. Can a subset of the on-premise RPS data be copied to the cloud service? Yes; replication occurs based on the data store settings in a given UDP plan. For example, the appliance is a single RPS with one or more data stores, but each UDP console can have as many plans as is needed to organize and protect a given user environment. If there are two plans with say five nodes in each plan backing up to the same data store, one plan may have the replicate to remote RPS" task, while the other does not. This will provide a method for limiting which nodes are replicated to the Arcserve Cloud. The result is ONLY nodes in plan two will replicate to the Arcserve Cloud, not all node, entire data store, or entire RPS server. How do I manage removal of data from cloud? You can RDP into the Arcserve UDP console running inside of the Arcserve Cloud to manage and monitor your data, and perform restores just like you do today. What if I outgrow my capacity? The Arcserve Cloud is sold in TB, TB, 9TB, TB, 20TB, and 0TB increments which correspond to the same capacities as your Arcserve Appliance. To safeguard against outgrowing capacity, it s recommended that you purchase the same capacity that correlates with your Arcserve Appliance. However, additional storage can always be purchased by contacting Arcserve Sales or your Channel Reseller. Arcserve Cloud FAQs 2
Virtual Standby Server What is Cloud Virtual Standby? Cloud Virtual Standby is an instance of Arcserve Virtual Standby running in the Arcserve Cloud. Cloud Virtual Standby runs for one full week for each initiated unit of Cloud Virtual Standby. As many virtual machines that can be supported will run on that hypervisor, until the hypervisor is turned down at the end of the week. Support will need to be contacted in order to request that the hypervisor be enabled for the week. Users of the Arcserve Cloud have the option of purchasing additional weeks of Cloud Virtual Standby to provide the flexibility to support customers with demanding SLAs that require near instant failover. Customers may leverage this service for testing or emergency client recoveries in weekly increments. The following table illustrates the number of weeks that can be purchased based on your specific cloud model. Cloud Storage Ceiling: Unlimited capacity allowed for upload / deletion / download up to this terabyte limit Standby Small: Max Spec: 4 cores, 2GB ram, 2TB RAID Software TB (TB min. purchase) 700-C TB 7200-C TB 7200V-C TB 700-C 9TB 700V-C 9TB 7400-C TB 7400V-C TB 7500-C 20TB 7500V-C 20TB 700-C 0TB 700V-C 0TB Standby Medium: Max Spec: 2 cores, 4GB ram, 4TB RAID Standby Large: Max Spec: 20 cores, 92GB ram, TB RAID Arcserve Cloud FAQs
What are the hardware capacities for the virtual machines that support the Cloud Virtual Standbys? The Arcserve Cloud allows you to spin up a backed-up node into a virtual machine if you ve configured your cloud instance to use the Arcserve Virtual Standby feature. Three virtual machine configurations are available: Small: 4 CPU cores, 8 CPU threads, 2GB RAM, 2TB RAID storage [.7TB usable] Medium: 2 CPU cores, 24 CPU threads, 4GB RAM, 4TB RAID storage [.4 TB usable] Large: 20 CPU cores, 40 CPU threads, 92GB RAM, TB RAID storage [ TB usable] How do I decide which machine size to use? A set number of virtual machines and sizes are included with each Arcserve Cloud SKU. Instances of each size can be purchased in addition to those included with the standard SKUs. You select the size of the virtual machine you wish to use each time you request a Cloud Virtual Standby instance through Arcserve Support. Customers with the basic cloud service receive one week of small machine use at no additional charge. Customers who purchase the Virtual Standby add-on service receive six weeks per year of small machine use, three weeks per year of medium machine use, and three weeks per year of large machine use. How long does the Virtual Standby Cloud hypervisor run? Upon initiation, each Virtual Standby Cloud hypervisor instance runs in one week increments, with a minimum of one week. What is the process to initiate a Virtual Standby Server? You trigger the provisioning for cloud recovery by opening a critical (severity one) ticket with Arcserve support. Arcserve Support will diligently work with our partner to provision the virtual appliance. After they are provisioned, you will receive RDP access to the Arcserve Cloud node and may begin the process of virtualizing server images using Hyper-V. You may use this service for testing or emergency client recoveries in weekly increments. How quickly will the customer gain access to their virtual appliance in the Arcserve Cloud should the need occur? (E.g. Disaster event) We expect customers will be able to gain access to their virtual appliance within one hour. Individual experiences may vary. Miscellaneous Can I back up files and folders from my workstation nodes directly to the cloud? No; the Arcserve Cloud service is not akin to cloud services such as Carbonite or Mozy, which back up selected files and folders directly to cloud storage. The Arcserve Cloud is a comprehensive snapshot image-based cloud storage offering, which utilizes enterprise-class, source side deduplication, replication, and AES 25 data encryption of Arcserve Recovery Point Server. Arcserve Cloud FAQs 4
Can I backup directly to the Arcserve Cloud? No; the Arcserve Cloud is designed as a secondary offsite storage location that utilizes the Arcserve Recovery Point Server to replicate backup data to the cloud for archive, compliance, and DRaaS services. How does UDP global source-side deduplication help me in the cloud? All RPS deduplication is seamlessly integrated with the Arcserve Cloud, which provides storage and network efficiency for the cloud storage service. Typical storage efficiencies of 70-90% are common, depending on the data being protected. I m concerned about security. How is my data protected? The Arcserve Cloud uses AES 25-bit encryption for data at rest and in-flight. The keys are managed by the user via the UDP console. How does the Jumpstart process work? The Jumpstart process begins with a call to Arcserve Support. After gathering your information, our support team will ship you a Pelican case containing a portable disk drive for a nominal fee. The disk drive is a high performance, self-encrypting drive designed to safeguard your data. After loading your data, you return the case with the provided return label. This service is only available in the US. Should you prefer to use your own portable device for any reason, Arcserve Support will provide you with the shipping address. After your data is loaded into the Arcserve Cloud, your device will be returned. At the time of service termination, how do I get my data back? Upon service termination, you can contact Arcserve Support and request a full copy of your data. The data will be shipped to you on a portable disk drive, for a nominal flat fee. It should be noted that you can request a full copy of all your data at any time, not solely at the end of a service contract. For more information on the Arcserve Cloud, please visit Arcserve.com Copyright 20 Arcserve (USA), LLC and its affiliates and subsidiaries. All rights reserved. All trademarks, Arcserve assumes no responsibility for the accuracy or completeness of the information. To the extent permitted by applicable law, Arcserve provides this document "as is" without trade names, service marks and logos referenced herein belong to their respective owners. This document is for your informational purposes only. Warranty of any kind, including, without limitation, any implied warranties of merchantability, fitness for a particular purpose, or non-infringement. In no event will Arcserve be liable for any loss or damage, direct or indirect, from the use of this document, including, without limitation, lost profits, business interruption, goodwill or lost data, even if Arcserve is expressly advised in advance of the possibility of such damage. Arcserve Cloud FAQs 5