Online Backup Service Frequently Asked Questions. 13 September 2010 Version 1.0

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1 Online Backup Service Frequently Asked Questions 13 September 2010 Version 1.0

2 1 Content 1 Content FAQ How much online backup space do I need? What operating systems are supported? How long are my backup files retained? Are my backed up data files private? Is there a free trial? How does your service work if I have multiple PCs to backup? What if my PC and/or laptop crashes? How does your billing work? How fast are my files transferred back and forth? Does your Backup client software impact my PC? What if I only have a "dialup" internet connection available? Can I choose to backup the files on my PC manually at any given time? How secure are my backup and restore sessions? Is it possible to perform an "off-line" backup and / or restore session with BackupAgent? Is my personal information private? What happens in the middle of a backup session with a lost connection? Will the files on my PC automatically be backed up?... 5

3 2 FAQ 2.1 How much online backup space do I need? The best way to determine this is to simply select the folders on your system which you feel are the most crucial and then view the "Size on Disk" space for each. An example of folders to check might be "My Documents", specific "Program" data folders and any other data folders. Simply, add up the sizes and this will provide a "rough" idea of the required storage space. You can then pick the backup plan that is appropriate for you. 2.2 What operating systems are supported? Windows Vista Windows 7 Windows XP Windows 2003 Windows 2000 Windows NT MAC OS X* Linux* *These platforms are JAVA based. Please contact us for more details. 2.3 How long are my backup files retained? Your online backup files are retained for as long as you keep your account current. All files in any account which is discontinued due to either billing issues or voluntary cancellation on the customer's behalf will be deleted from our online backup servers. 2.4 Are my backed up data files private? Yes. Upon installing the Backup application, you will be required to enter an encryption key. This key is ONLY known by you. Without this encryption key, your data is not retrievable by you, anyone else or even green.ch. 2.5 Is there a free trial? We offer, free of charge, an account with up to 500 MB storage limit so you can get an idea if Online Backup is right for you. Prior to reaching the 500 MB storage limit, you will be notified as to whether you would like to subscribe to our online backup service with a higher storage limit. If you choose not to subscribe, the account will remain with the limit of 500 MB storage. 2.6 How does your service work if I have multiple PCs to backup? This is not a problem. You would simply have a separate license (backup client) for each PC that you are planning to backup online with us.

4 2.7 What if my PC and/or laptop crashes? In the event of a severe computer failure, you would simply repair and/or replace the PC in question and then download and re-install the backup client software. Then it is simply a matter of restoring the backed up data files back to your PC. You may also use your web browser to access your files utilizing the web-based interface. 2.8 How does your billing work? Upon signing up for our service, you will have the option of either an annual or semi-annual billing cycle. All accounts will be AUTOMATICALLY renewed at the end of the selected billing cycle unless otherwise specified by the customer. 2.9 How fast are my files transferred back and forth? This all depends on your actual internet connection speed. It is important to note that a typical DSL internet connection will yield a faster "download" speed and a slower "upload" speed. We have a dedicated Gigabit fiber connection to the internet. We do not throttle file transfer rates to our online backup servers Does your Backup client software impact my PC? The Backup software client has been designed to have a minimal impact on your PCs performance. In most situations, you will not even notice that the backup client is even running as it runs as a service in the background What if I only have a "dialup" internet connection available? We are sorry, but we cannot support operation over a dial-up internet connection. The connection speed is simply too slow to accommodate the typically large files which would be backed up online Can I choose to backup the files on my PC manually at any given time? Yes. You can at any time that you have a broadband internet connection available, manually have the Backup software client initiate a backup session How secure are my backup and restore sessions? Very secure. The data that you back up to or restore from our online storage servers is secure. The Backup software client uses AES 128 or 256-bit private key encryption technology. The connection to and from our online backup servers is secure using SSL & SOAP messaging. This in conjunction with your own private encryption key, you can be certain that your data files are strictly secure and confidential Is it possible to perform an "off-line" backup and / or restore session with BackupAgent? In some cases it may be desirable to perform an "off-line" backup or restore session with BackupAgent. In this event, an external hard drive would be used at your site to either perform a backup or restore session. This external hard

5 drive would then be sent back to us here at green.ch where your desired data would be either "uploaded" or "downloaded" depending on the desired operation. This service is available for a nominal charge. Please contact us for more details on this. We look forward to hearing from you! 2.15 Is my personal information private? Absolutely, green.ch will never sell or divulge any of your personal information to any third parties What happens in the middle of a backup session with a lost connection? In the unlikely event that your internet connection is lost, the backup software client will notify you that the backup session failed and then once an internet connection is re-established, the backup session would commence from where it had left off prior to the loss of the internet connection Will the files on my PC automatically be backed up? Yes. As long as there is a broadband internet connection, and you have a scheduled backup task set up, the Backup software client will automatically initiate backup sessions with the configuration you setup.