Cloud Store & Share Frequently Ask Questions

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1 Cloud Store & Share Frequently Ask Questions Where can I find information about the offer, e.g. the price list? How can I order the service? What is the Cloud Store & Share Client? Where can I download the agent? How does file synchronisation function? How can I share files within the company and with external parties? Is my data secure, is there redundancy? Is my data transmitted securely and can I access Cloud Store & Share via a VPN? What happens when the free 30-day test version expires? Can I have multiple Cloud Store & Share? How can I change the size of my basic package (e.g. from Medium to Large)? How are the documents arranged in Cloud Store & Share and who has access to them? What happens when I remove a file? Can Manx Telecom read my data? When I want to create a link to a file or share it in the Share With me, the only protection available is Read Only. Why the Read/Write option does not exist? Which devices and operating systems can I use? Is storage space and the number of users limited? Within the client there is an option to backup workstations and servers or use Cloud gateways, but I cannot access/use it. Can I wipe out all data on my mobile in case it is stolen? Could you explain how data security is provided? Which certificates and labels guarantee security, quality and environmental awareness? Who administers the user accounts and who can define the user quotas? Is there a Service Desk, who can contact it, and when is it is available? I am not receiving any notifications of files being shared nor any messages from the system? I try to download the client on my laptop and it does not work. cloud store & share FAQ 1

2 Where can I find information about the offer, e.g., the price list? How can I order the service? What is the Cloud Store & Share Client? The main function of the Cloud Store & Share client is the synchronisation of your local files with the Cloud Drive. You do not need to run the client if you just want to store your files on the Cloud without synchronising them with the files on your laptop, desktop or tablet. Where can I download the agent? The agent can be downloaded directly from the portal itself. Applications for mobile devices are available at the Apple Store and Google Play (under the name CTERA). How does file synchronisation function? After installing the agent, simply drag the file to the folder called My Files created on the computer by the agent and in a few seconds the file will be synchronized on the Cloud. You can also right click on a specific file and select the option synchronise to synchronise it to the Cloud. In both cases you will see a white checked mark near the name of the file or folder synchronised. How can I share files within the company and with external parties? The share area is designed for collaborative work between groups or between individual users inside your company. It is also is possible to share documents with partners outside your company (who do not have a Cloud Store & Share account). You can send them a link (an "invitation") to give them access to documents or folders saved in Cloud Store & Share. These invitations can be restricted; when creating an invitation, you can set the permission (read vs. read & write) and the period of validity. cloud store & share FAQ 2

3 Cloud Store & Share administrators can decide which users have the authorisation to send invitations. Cloud Store & Share also offers two-factor authentication. In addition to the link, the recipient must also enter a code, which is only valid once, so a new one must be sent every time they want to gain access. Is my data secure, is there redundancy? Manx Telecom stands for the highest level of security and data management in the Isle of Man. Your corporate data is encrypted during its transfer from/to your site to/from the Manx Telecom cloud. It is also stored in an encrypted form in our cloud. All Cloud Store & Share infrastructure servers run in a virtual computing environment in the Manx Telecom Cloud. Furthermore, in order to increase availability, your data is duplicated on two storage arrays, each located in a different Data Centre. The end customer has the ability to recover the data on his own. If files are changed, a snapshot is created every 90 minutes. At the end of the day, these snapshots are consolidated. Cloud Store & Share stores seven daily and four weekly snapshots. Is my data transmitted securely and can I access Cloud Store & Share via a VPN? Yes; there are two different protocols that can be used for data transfer: WebDAV (standard protocol) and the proprietary protocol (CTTP): CTTP (Port 995). Data is de-duplicated and encrypted on the local device, and then it is transferred to the portal in a further encrypted way and afterwards stored on disks in an encrypted form. WebDAV (Port 443). Data is transferred via a secure https tunnel (the same functionality as used by financial institutions) and automatically encrypted (AES 256) as soon as it arrives in the portal. Afterwards it is stored in dynamic memory in encrypted form. Access to Cloud Store & Share, depending on the system, is made via the Internet. Cloud Store & Share however, can also be ordered for special environments in which only private access over the customer's network is possible (no direct Internet access). Then access via the Internet can be provided through a VPN. This is, however, not included in the standard Cloud Store & Share offer and so other pricing is in effect. Contact Manx Telecom Sales Team if you are interested in this option: cloud store & share FAQ 3

4 What happens when the free 30-day test version expires? About one week prior to the end of the test phase you will receive an reminding you to activate your Cloud Store & Share account. If you take no further action, your Cloud Store & Share (including configuration and user data) will be deleted when the test phase expires. Can I have multiple Cloud Store & Share? Yes, you can have as many Cloud Store & Share accounts (team portals) as you like. However, these are functionally independent (data & settings). How can I enlarge the size of my package (e.g. from Medium to Large)? To migrate from a package to another one, please contact the Manx Telecom Sales Team: How are the documents arranged in Cloud Store & Share and who has access to them? Documents in Cloud Store & Share are stored in two different categories on the Cloud Drive: My Files or Shared with me. Documents are visible to different users according to category. The person who first stores a document specifies its category, which will determine the appropriate folder (My Files, or Shared with Me). My Files: Personal folder for the user. Not visible for groups. Invitations for files or the entire folder are possible. Shared with me: Folder for projects shared by internal users. Read/write privileges can be assigned to groups or individual users. Files/folders are only visible to users with the corresponding rights. Invitations for files or the entire folder are possible. What happens when I remove a file? The file is kept for 30 days in a delete folder and removed definitively after. Each time a file is saved a new version is created up to a maximum of 3 versions, therefore you can also access previous versions of a file. cloud store & share FAQ 4

5 When I want to create a link to a file or share it in the Share With me, the only protection available is Read Only. This is normal. A link is used to give access to a file externally to somebody who will need to copy it locally on his device. This can be very useful for example when you want to send a very large file by to somebody. The Share with me area allows internal users to share a set of files, nevertheless only the owner can modify the files belonging to him. Which devices and operating systems can I use? Cloud Store & Share can be used on various end devices and software platforms: On any device using a web browser (the last two versions of Safari, Chrome, Internet Explorer and Firefox) and the Cloud Store & Share web interface With a Cloud Store & Share client for PC/laptop/server. Supported operating systems: Windows, MacOS, Linux. With the CTERA app for mobile devices (mobile phone, tablet). Supported operating systems: Android and ios. With the WebDAV interface, it is possible to use Windows phones. Via WebDAV as network drive or for third-party applications. Is storage space and the number of users limited? Cloud Store & Share provides personal storage space (no application storage). You can acquire additional storage space as required, limited to the maximum size of your Team Portal. Cloud Store & Share can support thousands of users if needed. If want to use Cloud Store & Share with several thousand users at the same time, please get in touch with the Manx Telecom Sales Team, to discuss the exact details. Within the client there is an option to backup workstations and servers or use Cloud gateways, but I cannot access/use it. These products are not currently part of the service. cloud store & share FAQ 5

6 Can I delete all data on my mobile in case it is stolen? The Customer Administrator can invalidate any access from a mobile to the data stored on the Cloud Store & Share Platform. The personal data on the mobile device itself will not be erased, only the access to the data stored on the Cloud. Could you explain how data security is provided? Servers are highly available virtual servers that are protected by numerous security measures. That includes firewalls and reverse proxy servers as well as additional security measures in accordance with Manx Telecom security governance. The platform is designed to deliver 100% availability. All data remains in the Isle of Man and is duplicated on different storage arrays located in two separate data centres. In case of issues on one storage array, you can still access your data from the second storage array. Which certificates and labels guarantee security, quality and environmental awareness? Security is built into every aspect of our operations. Manx Telecom Data Centres are accredited to ISO/IEC standards, the only auditable international standard which defines the requirements for an Information Security Management System. Manx Telecom is also certified to ISO 9001 (quality management) to Manage quality with a quality system standard that's recognized the world over. Furthermore, great emphasis is placed on environmental protection: ISO certification for environmental standards is likewise complied with. Who administers the user accounts and who can define the user quotas? During the set-up, Manx Telecom creates just one account for each customer, which is an administrator account. The administrator at the customer site is responsible for user management (creating new users, allocating storage and providing different rights to users) Is there a Service Desk, who can contact it, and when is it available? Yes, Manx Telecom provides a Service Desk for the Cloud Store & Share administrator. Documentation and videos are available on line. The administrator at the customer location is responsible for providing support to its end users. cloud store & share FAQ 6

7 Telephone support for the Customer s administrator is available during business hours (Mon to Fri, 8am to 5pm, excl. holidays). Error reports and requests from administrators can be sent to Manx Telecom 24 hours a day, 7 days a week. I am not receiving any notifications from Cloud Store & Share. Please check with your IT administrator that you do not have any spam software blocking the automatic messages sent by Cloud Store & Share to the users or to the administrator. I try to download the client on my laptop and it does not work. Please contact your IT administrator who may have implemented security rules preventing the download of new software on your laptop or workstation. cloud store & share FAQ 7

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