Answered Questions regarding techsafe Online Storage Rev Technology Partners

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1 Answered Questions regarding techsafe Online Storage Rev Technology Partners Our note: These questions were prepared by a third party. We answered them to the best of our ability. We contract the remote backups through Intronis an industry leader. They allow us to brand their service under our name for it techsafe. By using a third party that specializes in remote backups for the whole country, they have the resources for generators, 24x7 monitoring, redundant data centers, etc. By using our services, we can maintain the backups, help with restoring data and monitor everything locally. Additional documents are available that specifically cover their SAS-70 certification and the setup of the datacenters. The following are suggested questions to ask when investigating the services of online storage providers or online electronic storage vaults. Depending on the answers you receive, you may or may not need to ask all the questions in a given category. It is strongly recommended that you have a total comfort level on all the topics below before entering into a contract. If you are unable to understand all the technical aspects involved, please associate a trusted person with knowledge of computer data storage, networking, security, the Internet and telecommunications networks (such as T-1 lines) to assist you. Pricing Please describe your pricing structure? We bill in blocks of hosted storage. This includes multiple revisions as configured in the backup agent on the server. So, the total storage will exceed the original file sizes on the server as needed. What are the storage increments? (Do you charge by the gigabyte of storage space?) - $99/month for up to 100Gb Total Storage How much does each additional increment cost? The next one is $199/month for 250Gb What is the effective compression ratio so I can purchase the correct storage amount? It varies, but can average 1.5x How often do I pay? Per month Do you invoice me, or how does it work? We add it to the flat-fee monthly contract, so it s billed monthly What happens if I don t pay can you prevent me from getting my data back? We can disable your account. The fee is not just for the ability to backup the data, but also for storing it. If the fees aren t paid, then we can delete your account and all the data backed up. Are there discounts for paying by the year instead of the month? No

2 Do you give a competitive discount if I switch from another online storage provider to your company? No What is the length of the contract period? There is no contract required Are there charges to restore data or for other services? Only if we need to get an entire image of the backed up data shipped by hard drive to you. If we restore using the backup agent, then no. What hidden charges might apply? None If it turns out I purchased more or less storage than I will need in the near future, can I: Change my contract mid-term? There is no contract. Receive a credit on my overpayment, if any? No. We watch the amount of data stored and know what needs to be stored to start with. So, this would be rare. Do all this without being charged a fee? Yes Security What kind of security screening do you have for your employees? We do standard background checks. However, I cannot speak for the staff of Intronis. Are your employees bonded? No. (I don t think there is a need since it can be configured so staff can t access data without encryption key). Can your employees access/read my data? Yes, but Intronis staff cannot with the encryption key, which is unique for each client. What kind of security do you have at your physical location/office (see Offices and Servers for more questions)? The data is stored with Intronis. Their data centers are secured. They are located in Sommerville, MA and Los Angeles, CA. The Sommerville location is primary. There is biometric controlled access, 24/7 monitoring, backup generators and redundant connections to the Internet. Have you ever had an information breach? No What kind of Internet security do you use? Redundant connections with 256-bit encryption over SSL. Encryption questions What kind of encryption do you use while data is stored on your servers? AES 256-bit What kind of encryption is used during data transmission over private

3 and public networks? SSL with AES 256-bit Is data ever de-encrypted upon receipt for storage? No. It is always encrypted at storage. What are the redundancy features of your service (dual processors, UPS generator-supplied power, etc.)? Data is stored at two data centers MA and CA. Backups How are backups done? Nightly. However, there are many options including continuous. Continuous may affect your Total Storage, however. Are backups unattended (without the intervention of a live body who might have access to the data)? Yes Are there special hardware requirements? No What kind of Internet connection will we need? DSL or Cable or T1. An existing connection will suffice. Do you offer customizable data retention schedules? Yes What, exactly, will you back up? We can backup SQL Databases, data files (Word, Excel, etc.), Microsoft Exchange mailboxes Do you backup open files? Yes Do you back up core user and network resource settings files? Only data. Specific data. Not settings or operating system files or program files. This would significantly affect backup speed and Total Storage required How are incremental backups handled? All but the first backup is incremental. Do we control the files and directories to be backed up, with the ability to filter? It s all done through the installed agent. Anyone with access to the server can then modify the agent. Based on my estimated storage requirements, how long will it take to backup my full system? The first backup can take several days. After that, it s usually only a few hours at night, depending on what data was changed or added that day. How often do the backups occur? Every night How can we verify successful backups? We get a report and you get a report via .

4 Do you issue detailed usage reports? We can. Or the user can log into a dashboard and check. What compression techniques are utilized to keep my storage costs low? Intellibit which transmits only the changes to a file, rather than the whole file each time. Tech Support What kind of tech support do you offer? Online and by phone by Intronis. Onsite and by phone and remoting in by Technology Partners. Is your tech support 24x7x365? Support is Mon-Fri 9-5 and as needed for critical issues. Do you charge an extra fee for tech support? No Do you notify my firm automatically of problems encountered? Yes by what means? By and can remote in and fix any issues with the backup software. Offices and Servers Where are your corporate offices? For us, Vero Beach. For Intronis, Boston, MA. Where is the contact person for our office located? Vero Beach What fire and theft protection are utilized at the physical locations of the servers? Yes. See document regarding the data centers specifically. Are there security cameras and round-the-clock security guards at the data storage facilities? Yes Is there emergency electricity? Yes via generators. Where are the servers physically located in the U.S. (state, city, building address)? Sommerville, MA and Los Angeles, CA. How many locations will store my data? Two Are the servers: equipped with intrusion detection? Yes constantly monitored in case of failure? Yes equipped with automatic restart and resume capabilities for handling a variety of network conditions? Yes Will you ever utilize servers located off-shore? Only for foreign customers.

5 Retrieval and Restoration Do you offer instant file restores 24x7x365 via end user? Yes. Anyone with access to the server can perform a restore using the agent. Do you offer the ability to manage the backup and restore from more than one location? Yes. We can restore data from our offices or remote in to your server and perform the restore. What kind of tech support will you offer me during the retrieval and restoration process? Whatever is included in your techshield monthly flat-fee contract How much extra will it cost? If it s out of scope or you don t have techshield, we bill at standard rates during regular business hours. How long would it take to physically restore my data? Depends on the amount of data and speed of the Internet. Minutes to hours to days. What happens if my Internet connection that day isn t fast enough? Do you have alternate means of getting me my data quickly? Yes, it can be placed on a USB hard drive and fedexed from the storage facility. There are extra costs for this. Will it cost me extra if you have to express ship my data to me on a new hard drive? Yes Do you provide a means to allow file sharing from data at your location? No Do I have the ability to access data files while not in my office? No Will my firm have the option of receiving our information on tape or disk/dvd on a scheduled basis? Not normally, but if this is necessary, we can find out the cost for this services. Business Interruptions What plans do you have in the event of your bankruptcy? Nothing specific. Just best practices. What happens to my data in the event of your: Bankruptcy Going out of business Sale of the business to another entity/company Intronis said the following: I imagine that we would notify all of our clients well in advance of an event like that in order to provide them the opportunity to switch backup vendors. There is no official documentation on what would be done in this unlikely event. Certainly if we were being absorbed by a

6 competitor all clients would be need to authorize the move. We have exclusive access to the servers that the data is stored on so in the worst case scenario the data will simply be purged. What happens to my data in the event of: Seizure of your servers by a law enforcement authority, such as Homeland Security, or by creditors? Intronis answer: What does Intronis do in the event it receives a subpoena for a customer's data? We will take the subpoena into account. Once we have verified the legitimacy of it, we will obey whatever authority has proper jurisdiction. We will give the customer/partner a heads up that we have received the subpoena. Then we will provide unencrypted data if the customer is using a managed key and encrypted if they use a private key. Private key customers will have to give the key to the authorities. Theft of your servers or other equipment? data will not be decryptable without at least the password (with a managed key) or without the encryption key (for a private key) Technical problems with your equipment or servers? There are redundant data centers in case one fails. See document regarding specific details of data centers. Miscellaneous Who owns your servers? Intronis (

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