Enterprise Offsite Backup Since 2001

Frequently Asked Questions

 

The Company

How long have you been in business ?

Where are your global locations ?

Whose platform is this ? Are you reselling someone elses cloud ?

How many customers do you serve ? From where ?

 

Features:

What is the difference between the standard and geo-redundant product ?

Is my traffic encrypted ?

What network / backup protocols do you support ?

How will my rsync.net filesystem integrate into my existing backups ?

Is there a file size limit ?

Do you have multi-user access ?

 

Facilities:

How do you secure your facilities ?

How is the filesystem fault tolerant ?

How well connected are your datacenters ?

What other security measures do you employ ?

 

Support, pricing and plans:

Can I change the size of my filesystem (increase/decrease my quota) ?

Will you provide me with installation and integration support ?

Will you support my use of X ?

Really ?!

Do you have discounts for large quantity orders ?

Do you have any other discounts available ?

Do you accept physical delivery of large data sets ?

Do you have a reseller program ? Can I label your product as my own ?

 

Regulatory Compliance, Legal:

What are your Terms of Service and Acceptable Use Policy ?

Are you HIPAA Compliant ?

Are you Sarbanes-Oxley Compliant ?

 


The Company

 

How long have you been in business ?

We began providing offsite data storage in the fall of 2001, for our original corporate parent, JohnCompanies Co-Location.

In the fall of 2005, we became a stand-alone firm dedicated only to offsite backup. We have been providing this simple product, and nothing else, since then.

Where are your global locations ?

We have four global locations - all of which are fully featured and staffed:

San Diego, California, USA

Denver, Colorado, USA

Zurich, Switzerland

Kowloon, Hong Kong

Whose platform is this ? Are you reselling someone elses cloud ?

We built and maintain our own infrastructure. We are not reselling or rebranding a cloud provider like Amazon S3. We have complete control over our networks and storage arrays and The Buck Stops Here.

How many customers do you serve ? From where ?

We serve thousands of customers from nearly every country in the world.

We are proud to have been chosen as the Linux Format "Editors Choice" for Online Backup in July 2007.

Please see our testimonials page for references, testimonials, and reviews.

 


Features

 

What is the difference between the standard and geo-redundant product ?

Both products are identical in terms of your usage and interaction. The geo-redundant accounts are distinguished in that every night, automatically, their contents are replicated to one of our other sites around the world. No action is needed on your part, and no additional integration or maintenance is necessary - rsync.net is solely responsible for this secondary replication.

Which should I choose ?

If you are backing up data that you are retaining yourself, at your own location, then a standard offsite filesystem is probably sufficient. rsync.net then becomes your backup, and the data exists at all times in two locations (your location, and your rsync.net filesystem).

However, if you do not maintain a copy of your data yourself, that is, if your rsync.net filesystem is the ONLY location that your data is stored, we suggest you purchase the geo-redundant product. Remember - if you maintain a copy, your rsync.net filesystem is your backup. If you do not maintain a copy, and you do not use the geo-redundant product, your data is NOT backed up. It exists in one location only (granted, a very secure and well maintained location, but still just one)

Is my traffic encrypted ?

Yes. Although rsync.net supports the ftp protocol (for legacy and embedded applications) we do not recommend it. Our standard network protocol is SSH which is encrypted with the same level of security that is required for online banking and credit card processing.

Please contact us if you are not sure you are using our standard (encrypted) network transports.

What network / backup protocols do you support ?

The rsync.net platform supports two protocols - SSH and FTP.

FTP is provided simply for legacy support and embedded sytems that may require it, and is not recommended. Everything you do with rsync.net should (probably) take place over SSH.

A wide variety of tools run over the SSH protocol, including: rsync, sftp, scp, duplicity, rdiff-backup, and unison.

Further, common development tools like git, git-annex, subversion and s3cmd all use SSH as a transport and can be used with rsync.net. You can see some examples here.

How will my rsync.net filesystem integrate into my existing backups ?

Quite easily, in fact. Regardless of whether you use an enterprise backup system in a corporate setting, or a simple consumer application at home, it will be extremely simple to integrate your rsync.net offsite filesystem. Our open systems allow a seamless integration into the operating system of your choice, allowing you to target your rsync.net filesystem as a drive letter, as a mount point, as a URL ... as anything you'd like.

Further, we are intimately familiar with backup procedures and applications and will provide full support for whatever integration you require, including helping you write scripts and procedures.

Is there a file size limit ?

No.

Do you have multi-user access ?

Yes. You may configure additional users, at no cost, that can log in and share your account. You may control access and file permissions with standard Unix tools like 'chmod' and 'chgrp'. OR, you may simply describe to us the permissions and access scheme you would like, and we will implement it for you.

If you are an existing customer, simply email support@rsync.net and request one or more "sub accounts" - we will provide them for you immediately.

 


Facilities

 

How do you secure your facilities ?

Our physical facilities are manned by live technicians 24 hours per day. Biometric access controls are employed at our locations, as well as video recording and strict entry/access logs.

How is the filesystem fault tolerant ?

All data is housed on hardware RAID arrays providing _at least_ RAID-6 protection. DO NOT trust your data to anyone running software raid, or anyone using RAID-5 (even if they utilize hot spares, etc.) All power is conditioned and backed by battery banks which are backed by diesel generators. Physical machines are connected to at least two distinct power circuits.

rsync.net performs quarterly audits of power load and equipment failover, and we are quite strict as to what constitutes "passing".

How well connected are your datacenters ?

Our primary US location is connected to a quintuple-homed network. All global locations are at least triple-homed.

rsync.net performs quarterly audits of network throughput and network latency.

What other security measures do you employ ?

We employ network Intrusion Detection Systems as well as IDS on each individual host.

Each users' individual filesystem is in a chroot that isolates it from the rest of the system.

Finally, user filesystems all live on data partitions that are mounted noexec / nosuid / nodev which provides an additional level of safety against sophisticated attacks.

 


Support, pricing and plans

 

Can I change the size of my filesystem (increase/decrease my quota) ?

Yes - we can increase or decrease the size of your account at any time - there are no fees or complications involved in doing so. There is also no downtime of any kind involved. Simply email support@rsync.net and indicate what new size you would like your filesystem to be.

Alternatively, you may login to your web-based Account Manager and edit your own quota there.

Will you provide me with installation and integration support ?

Yes. We will help you, interactively, with a real person, through every step of integration. Although most integrations do not require much, if any, software installation, we will support that installation and that software.

Will you support my use of X ?

Yes. If you are using X with an rsync.net filesystem, we will support and troubleshoot your use of it, regardless of how complex or esoteric that usage or application is. All such support will be handled by a real live Unix engineer, and will never be dealt with by a ticket system, autoresponder, or first level / junior "technician".

Really ?!

Yes. We are not just providing offsite filesystems, we are providing complete, end to end, personal customer support.

Do you have discounts for large quantity orders ?

If you pay monthly, the price is simply 32 cents per GB, per month.

However, there are two bulk annual plans with significant discounts:

1 TB for an annual charge of $1800 (equates to 15 cents per GB, per month)

10 TB for an annual charge of $9500 (equates to 7 cents per GB, per month)

Please see our pricing page for more details.

Do you have any other discounts available ?

Yes. Discounts exist for open source developers and educators/students - please contact us for more details.

Do you accept physical delivery of data ?

Yes. Depending on your usage and plan, this may be incur a nominal charge, or it may be free of charge. Please see this document for details.

Do you have a reseller program ? Can I label your product as my own ?

Yes. We have a very simple and straightforward reseller program that allows ISPs, VARs and consultants to implement and support our service for their clients.

Our reseller program allows you to immediately provide a state of the art, global storage network, fully rebranded as your own. You may repackage and resell it in any way you see fit.

 


Regulatory Compliance, Legal

 

What are your Terms of Service and Acceptable Use Policy ?

Our Terms of Service and Acceptable Use Policy are combined into one, easy to read document.

Are you HIPAA Compliant ?

Yes. Please refer to our HIPAA compliance statement.

Are you Sarbanes-Oxley Compliant ?

Yes. Please refer to our Sarbanes-Oxley compliance statement.