Best Practices Partner Guide

Partner Training System Best Practices Partner Guide Version 5.0, Revision A

This Guide describes a number of Best Practices that we have learned over the years while working with our Partners as they sell and use the Intronis Cloud Backup and Recovery solution. It is not intended to be read cover to cover. Rather, it is intended to be consulted when you need help solving an issue or problem. If you face an issue, consult the Table of Contents to find the topic. Click on the topic or page number and the document will jump to the page(s) indicated. To return to the Table of Contents, click the Intronis logo on any page. You can also search the Guide using the standard Acrobat Reader Find function. Click on Edit in the tool bar, and select Find to open the find toolbar. If following the Best Practices in this Guide do not solve your issue, please contact Intronis Technical Support at Phone: 800.569.0155 or 617.948.5300 Email: support@intronis.com Link: http://www.intronis.com/support/contact.php For best results when hard copy is desired, this document is designed to be printed in two-sided mode. b

Table of Contents Supported Environments...1 Backup Software Requirements...1 Web Portal Requirements...2 Mobile Requirements...2 Section One: Developing a Disaster Recovery (DR) Plan...3 Overview...4 Conduct a Data Assessment...6 Save Your Data...7 Schedule a Backup...8 Run a Test Backup...9 Run a Test Restore...10 When in Doubt, Give Us a Shout...11 Section Two: Setup and Go...13 Overview...14 Preferences...15 Changing Your Password...15 Verifying/Updating Your Contact and Billing Information...16 Providing Your Employees Access to the Management Portal...17 Configuring Reporting Conditions...19 Initial Seeds...21 What is an Initial Seed?...21 Initial Seed Requirements...21 Initial Seed Recommendations...22 c

Flat Files and Folders Backups...23 Mechanics for File Backups...23 Configuration Recommendations...23 Virtual Machine Backups...24 Backing Up Shared Files and Folders...26 System State Backups...27 How Intronis System State Backup Works...27 Key Differences Between System Backups for Server 2003 and Server 2008...27 Local Vault Backups...29 Local Only Backups...29 How It Works...30 How to Set Up Local Only Backups...30 Turning On Local Vault From the Management Portal...31 How to Manage Local Only Backup Subscriptions...32 Changing Cloud Backup to Local Only Backup...32 Restores...34 Basic Steps to Restore Data...35 Restoring from the Management Portal...35 Specific Restore Situations...37 How to Restore Microsoft SQL Databases...38 How to Restore Full SQL Backups...38 How to Restore Differential SQL Backups...38 Virtual Machine Restores...39 Section Three: Managing and Monitoring Your Solution...43 Overview...44 Backup Status Reports...45 Setting Up the Backups Status Report...47 Checking the Backup Status Report...48 d

Editing E-mail Notifications by Computer...49 Configuring Computers Individually...49 Configuring Computers Using Templates and Groups...50 Using Templates and Groups...50 Templates...50 Groups...54 Viewing Activity Logs...55 Editing Backup Sets...55 Additional Usage...56 Plan Percentage Report...56 Archiving Rule...57 Deleting Files and Stray Files...58 Stray File Delete...58 Automatic Stray File Delete...60 Review Remote File and Server Usage...61 Replacing Computers...62 Section Four: Plug-ins and Integrations...63 Overview...64 SQL Permissions...65 SQL Backups...66 Features and Options When Creating a SQL Backup Set...66 Configuring SQL Databases to be Backed Up in Intronis...67 Exchange Information Store Backups...69 Backing Up Exchange Databases with Intronis...69 Configuring Exchange and Exchange Backup Sets for the Highest Rate of Success and Data Efficiency...70 Exchange Forcing Full Backups...71 Exchange Mailbox Level Backup Configuration...72 e

Exchange Mailbox Level Backups...73 Backing Up Individual Mailboxes with Intronis...73 Autotask Integration...76 Initial Setup...76 Ticketing Setup...79 Billing Setup...80 Billing Preferences...81 Contract Name...81 Usage Value...81 Billing Strategies...82 Rounding...86 Monitoring...87 Autotask Status Report E-mail...88 ConnectWise Integration...89 Initial Setup...89 Ticketing Setup...95 Billing Setup...96 Usage Value...97 Creating Cross References...98 Billing Strategies...99 Monitoring...102 ConnectWise Status Report E-mail...103 Section Five: Avoiding Common Problems...105 Overview...106 Open and Locked Files...106 MAC Address Lock File...106 System State Backup Failing on Server 2008...107 Unable to Connect to Servers...108 f

Reboot Stops Backup Agent...110 Backup Agent Won t Start...111 Don t Swap Local Vault Drives...111 Deletes...112 Deleting Flat Files and Folders...112 Deleting Exchange, SQL, and System State Data...113 Deleting Exchange Mailboxes...113 Anti-virus Exclusions...114 Keep Your Private Key Safe...115 Proper Procedure for Switching Between Local & Online...117 Appendices...119 Appendix A Troubleshooting Autotask...120 Appendix B Creating Services in Autotask...121 Appendix C Past Plans Errors in ConnectWise...122 Appendix D Creating Products in ConnectWise...123 Appendix E Using the Less Included Field in ConnectWise...124 g

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Supported Environments Before installing the Intronis cloud backup and recovery software on any computer, it s important to know what system environments are supported by Intronis and what hardware is required. Following is a list of requirements for running the backup software (and running it from the Web using the Management Portal) along with Web Portal and Mobile requirements. Backup Software Requirements Minimum Requirements Intel Pentium III computer (or equivalent) 512 MB of RAM 250 MB Free Disk Space DSL Microsoft.NET Framework 2.0 Microsoft.NET Framework 3.5 (to allow backup/restore/delete management from the Web using the Management Portal) Recommended Specifications Intel Pentium 4 computer (or equivalent) 1 GB of RAM 500 MB Free Disk Space Broadband Internet Connection Microsoft.NET Framework 3.5 (to allow backup/restore/delete management from the web) Supported Operating Systems Microsoft Windows 7 Microsoft Windows 2008 Server/Server R2 with SP2 Microsoft Windows Small Business Server 2008 Microsoft Windows Small Business Server 2011 Microsoft Windows Vista with SP1 (32 bit, 64 bit) Microsoft Server 2003 with SP1 (32 bit, 64 bit) Microsoft Windows 2003 Small Business Server with SP1 Microsoft Windows XP Professional Edition with SP3 SQL Support Microsoft SQL Server 2000 Microsoft SQL Server 2005 Microsoft SQL Server 2008 Exchange Support Microsoft Exchange 2000 Microsoft Exchange 2003 Microsoft Exchange 2007 Microsoft Exchange 2010 (when installed on Standard or Small Business Server versions of Windows Server 2008; does not support DAG or clustered environments) 1

Web Portal Requirements Internet Explorer 8 Internet Explorer 9 Firefox 3.6+, Firefox 13 Flash player 6.0 or higher Silverlight 4.0 or higher (to allow backup/restore/delete management from the web) Connection Speed: 450 Kbps or better Android 2.2 + ios 5.0 + Mobile Requirements 2

Section One Developing a Disaster Recovery (DR) Plan 3

Overview Many small-to-medium sized business (SMB) owners genuinely question the need for any kind of disaster recovery plan (DRP), particularly a data disaster recovery plan. I m just a small business. How much can I really lose? Here are some sobering statistics. 31% of PC users have lost all of their files due to events beyond their control. 25% of companies that suffer a major disaster never reopen. 60% of companies that lose their data will shut down within 6 months of the disaster. 93% of companies that lost their data center for 10 days or more due to a disaster, filed for bankruptcy within one year of the disaster. Fifty percent of businesses that found themselves without data management for this same time period filed for bankruptcy immediately. (National Archives & Records Administration in Washington). It s important to recognize that there s a difference between a simple data disaster and a major business disaster. A data disaster refers to the loss of data due to a server crash, and hard drive crash, some other relatively small accident that deprives a business of its data, or a natural disaster, without affecting the rest of its assets. Developing a recovery plan for the loss of data is relatively easy. But what happens when a major disaster strikes? What happens to your customer s business when they lose all their assets, or there s no place to even work? Being able to restore data is certainly part of a major disaster recovery plan, but all the data in the world won t help a business that has no place for its employees to work, or tools or systems to work with. As an MSP, you have the opportunity to add real value to your service by convincing your customers to develop comprehensive disaster recovery plans. While it may seem melodramatic, ask your customers to think about what happened in Joplin, Missouri when the tornado struck in 2011; or what happened in Vermont when hurricane Irene went through. Businesses lost more than their data. Those that survived and continue to operate today had plans in place to get then through and past what the storms did. Helping your customers develop plans that define where employees will work, what they will work with, and how they will work following a major disaster will go a long way to establishing trustworthy relationships. Remember, you don t have to provide all the answers. You just need to ask the right questions so your customers can develop the answers on their own. While you may not be able to offer more than support in recovering data or providing IT infrastructure after a disaster, convincing a customer to develop a comprehensive disaster recovery plan may be the best thing you could ever do for them. The good news is that disaster recovery planning doesn t require a lot of time or money. It requires the will and a commitment to get the plan done. The effort put into the plan before you need it is time and money well spent. Here are a few suggestions to help you and your customers get started. Establish a planning group. Perform a risk assessment. 4

- Realistically, what disasters could occur? - Fire - Flood - Storms - Unique equipment failures - Total systems failures - Others - How would each one affect the business? Establish priorities by identifying which systems/assets are mission critical. Develop recovery strategies. - Where will employees work? - What equipment/tools will they need? - Where will you get the equipment/tools? - What data is essential for the business to operate? Document the plan (include an inventory of all systems and safeguards). IMPORTANT: Test the plan by conducting a disaster drill on those elements that are practical to test, like data recovery. Implement safeguards to reduce risk. Conduct yearly reviews of the plan and drills to ensure it works. Here are two links to information that might be helpful: http://blog.intronis.com/bid/62568/webinar-recording- Preparing-Your-Clients-for-Disaster-Recovery http://blog.intronis.com/?tag=disaster+recovery+plan The following pages contain some basic but important suggestions for developing a DRP with each of your customers. 5

Conduct a Data Assessment Don t leave yourself or your customers vulnerable. Know what you need to protect! The first and most important step in successfully protecting your customer is knowing what data they want or need to safeguard. A surprising number of partners miss important files and folders, simply because they don t know the data exists or that it is important to the customer. The best rule to follow with every customer is that old adage, Never assume anything about what should or shouldn t be backed up. Conduct a data assessment with every customer. It may take a little time up front, but the avoidance of potential problems later is worth the effort. It also helps establish rapport with the customer by demonstrating your genuine interest in their business success! First, develop a standard customer questionnaire. A few suggested questions include: What applications do you use to run your business? Who uses them, when, and how often? Where does the data reside? What are your data retention requirements (e.g. how long do you need to keep files)? Are any copies kept onsite or offsite? What s the impact on the business if the data is lost? What s your recovery point objective (RPO); i.e., what s the minimum required to run he business? What s your recovery time objective (RTO); i.e., how quickly must the RPO be achieved? Second, email the questionnaire to the customer and schedule a face to face meeting. Review the answers. Ask for a tour of the facility. Talk to the end users. See everything for yourself. Make sure you understand your customer s needs and objectives. Discuss the pros and cons of various protection options and agree on a plan. Document the plan for the benefit of all parties and update it at least every 6 months (sooner is usually better). Don t leave yourself or your customers vulnerable. Know what you need to protect! Once you know what to back up, create the backup set or sets. 6

Save Your Data Part of the data assessment is determining how long to retain the data. In some cases, as with medical records or tax records, legal requirements determine the length of retention. When there are no legal requirements, the length of retention is up to the customer and should be based on several considerations. Some of these include: What data is mission critical? Data like client information (for law offices) may need to be kept longer than customer information (for businesses). What data is time sensitive? Financial information (revenue and expenses) for purposes of tax reporting or securities reporting needs to be kept longer than say, comparative analysis of two different sales/marketing campaigns. What data is just nice to have? There is certainly some data that customers will want to save just for the sake of saving it. But when that data starts to push the limits of the customer s storage amount, they should understand that it doesn t have to be saved for long periods. Setting criteria for retaining data is highly important when discussing backups. Because deleting data from storage is different from deleting it on a Windows-based computer. If a file or folder is inadvertently deleted from Windows, it can be recovered with certain software. If data is deleted from backup storage, it s really gone! Use delete with caution. Don t assume the next backup will restore the data. Don t assume the data can be retrieved after deleting it. Don t take any unnecessary risks. The bottom line is this: if there is a chance you might need it, don t delete it! 7

Schedule the Backup When first seeing Schedule the Backup in a list of best practices, you might think, Well, yea. But remember, with Intronis, backups can be managed manually. And some customers actually like doing it that way. The risk is that leaving a backup in manual mode means it won t run unless someone actually runs it. What if the person responsible gets busy and forgets? What if at the time they try to run the backup they can t access the server? The data is not protected if the backup doesn t run! The good news is scheduling a backup in Intronis is easy. Backups can be scheduled for any day at any time. They can be blocked within fixed time frames or run until completion. And multiple backups can be scheduled on the same day for those customers who generate important changes in their data throughout the day. 8

Run a Test Backup As reliable as the backup and recovery solution you are now offering your customers is, Murphy s Law can rear it s ugly head anywhere and anytime. Human involvement makes it inevitable. Permissions may not be set correctly, required software may not be installed, or remote drives may not be accessible. There are dozens of potential environmental pitfalls that can prevent a backup from running. Performing a quick test will help identify any environmental issues with software or hardware that could prevent the backup from running successfully when it really counts. Review the logs after the backup has run. Look for any warnings or errors to ensure the backup has run successfully. Knowing that everything is working correctly from the start can give both you and your customer peace of mind for the effectiveness and simplicity of the solution you ve just sold them. You can also use the results from a successful test as an additional sales point or as a teaching point for your customer. A successful test backup will demonstrate to your customer that they made a good decision. Use the opportunity to review the reports generated from backups and what is contained in the reports. 9

Run a Test Restore After you ve demonstrated a successful backup, go ahead and run a test restore to an alternative location. After all, showing that you can back up data is only half of the reason you offer a cloud backup and recovery solution to your customers. Recovery, or restoring data is the other half. Select a location other than the backed up computer* onto which the restore will occur. After the restoration is complete, make sure the results match the backup set you created. Also make sure the restored data is complete and usable. Again, this will confirm to your customer that they made the right choice with your solution. The temp folder should have at least twice the capacity of the amount of data being restored. * Note: System State restorations may have certain limitations regarding the restore location. With Windows 2003, the restore must be on a similar computer with a reinstall of Windows 2003. With Windows 2008, the restore must be to an exact instance of Windows. 10

When in Doubt, Give Us a Shout Intronis Technical Support exists to help you. Our support is available 24/7 and it is based on-shore in the United States. At Intronis your call really is important to us. We work hard to keep call wait times down. We spend as much time with the customer on each call as is needed to answer the question or solve the problem. We want our partners to be successful. It s that simple. If you don t have time to talk live with a technical support engineer, send us an email. If you prefer electronic communication, use our live chat service through the link below. Phone: 800.569.0155 or 617.948.5300 Email: support@intronis.com Link: http://www.intronis.com/support/contact.php Have a problem? Have a question? Not sure? Don t guess. Contact us. We re waiting to help. 11

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Section Two Setup and Go 13

Overview Intronis is a file-based backup rather than an image-based backup, meaning that we back up the important documents and databases you use every day. You are not able to use Intronis to completely restore your operating system. You will need to have your operating system installed before you can use Intronis to recover data. With this in mind, it is best practice to use our files plug-in to select only the folders that contain important working documents. You shouldn t select your whole hard drive for backup since the programs and windows system files need to be reinstalled on your computer before you can use our software. Selecting only the important files, folders, and databases will keep backup costs down and allow backups to complete much faster. Select a particular program s installation folder to be backed up only if a specific software vendor tells you it is necessary to recover data associated with that application. It is not recommended to use the files plug-in to backup Microsoft SQL and Exchange database files since Intronis has separate plug-ins that back them up in accordance with Microsoft s best practices. We backup files based on three criteria: file name, file path, and date modified. On your initial backup you will choose the folders you want us to scan each time you run the backup set. The first backup will take all of the files in those folders. Subsequent backups will scan these folders and only backup new files and the changed parts of existing files. The software runs a block level differential to upload the changed parts of files into what we call revisions. These revisions are basically different versions of a file to restore from. If you have a document that changes every day, a new revision of the file is uploaded each day the backup runs. However if you have a file that remains unchanged, our software will only keep one copy. By default we keep up to 10 revisions of any single file you backup with us, however you can keep more than 10, or reduce this number to as few as 1, in the software. You can also create custom rules to save files based on a tape scheme. The more revisions that you decide to keep for backups, the greater granularity you have to restore from, but the more data you will store on our servers. Since we backup based on file path, if you create a file in one folder and move it to another folder, our software will recognize that as a new file and back it up. We urge customers to use caution when moving files around in folders selected to be backed up because it can result in the upload of duplicate data. 14

Preferences There are several key preferences, or settings, that should be configured when you first start using Intronis. These include your password, your contact and billing information, your employees access, and your desired reporting conditions. Change Your Password From the Management Portal home page, click the Preferences tab to expand it and then click on View/Edit Contact Information (Item A) to open the Contact Information screen. Click Change Password (Item B). In the Change Password dialog box, enter the temporary password in the Current Password field (Item C), your new password (Item D), and confirm the new password (Item E) in the spaces provided. Click the Save to continue. As you would expect, clicking Cancel or the X in any dialog will end the operation and close the dialog. Future Password Changes In the future, if you ever change the password for a specific subaccount from the Management Portal, you also need to update that password in the Backup Agent software running on the client machine. This is done by opening the Backup C B D E A 15

Agent software on he local machine, clicking the Preferences tab, and scrolling down to Change Password. You will also need to restart the Backup Agent software. Verify/Update Your Contact and Billing Information Verify your Contact Information (Item A, below) and Billing Information (Item B) sections. If incorrect, edit the information by clicking the Edit button within each of the sections. Contact and Billing information will be the same by default. To make them different, uncheck the Billing Information Same as Contact Information box (Item C) and edit as needed. C A B 16

Provide Your Employees Access to the Management Portal Click the Preferences tab and select Manage Users from the dropdown menu (Item A, below). In the main Manage Users screen, click the Add User button (Item B) to open the New User dialog box. A B 17

Enter username for the staff member you re adding (Item A). Enter and confirm the user s password in the spaces provided (Items B & C). Enter the user s name in the space provided (Item D). Enter the user s email address in the space provided (Item E). In the Role window, click dropdown arrow and select role that will be applied to this user (Item F). - Admin Gives access to all features of the management portal - Tech Gives access to management section and backup set related reporting - Finance Gives access to billing section and necessary billing-related reporting Click the Next button to proceed to the next page. Update any necessary contact information in the spaces provided. Click the Submit button to create the user. Repeat this process for each additional portal user. A B C D E F 18

Configure Reporting Conditions The Intronis Management Portal lets you define reporting conditions for your organization. This can help your staff prioritize their time by focusing on issues that require action and ignoring those that don t. From the Preferences tab, select Configure Reporting. The main Reporting screen will appear. In the Email Notifications section, click the Add New Email button (Item A, below). - In the Add New Email dialog, enter the email address (Item B) of a person who will monitor your clients backup jobs on a daily basis. Click Submit to save the address (item C). Add as many new email addresses as desired in this way. - Check the Backup Status Report Summary check box (Item D) to the right of the addresses. This will generate a daily e-mail that lists clients whose backup jobs have either triggered a Warning or Failed status. A B D C 19

In the Reporting Conditions table (below), assign a status to each condition as Completed, Warning, or Failed. - The status assigned to a condition determines: The color in which an activity appears in reports The email notification that is triggered when the condition is met - The Backup Status Report Summary is automatically filtered to only show backups with either a Warning or Failed status. 20

Initial Seeds What is an Initial Seed? An initial seed is the initial full backup of your files and folders placed on a local hard drive and mailed to the Intronis office for direct upload to our servers. This option is recommended for uploading the initial full backup of backup sets greater than 50 Gbs, especially where the customer s bandwidth is limited. After uploading this data to our servers, your backups will continue running on schedule, backing up the block level differential changes to the initial upload of the data. The initial seed is a feature that must be enabled by request. Please contact Technical Support to create a ticket for your initial seed. You can email or call with the specific username and subaccounts on which you would like to perform the initial seed. We will also email you the Local Drive Seed form which should be sent to us with your drive. Initial Seed Requirements Contact support in order to create a ticket for your local drive seed. We will send you the form necessary to be included when sending the drive to us, and enable the local backup option for the account and subaccount in question. Initial seed drives must be formatted as NTFS prior to seeding data to the drive. - This is required to ensure the integrity of the data being copied to the drive. - File systems such as FAT32 have restrictions on the number of files in a folder which can cause problems when performing a seed. - Drives that are not formatted as NTFS or are flagged by our antivirus software will be returned to the customer for proper initial seed drive processing. When setting up the local back up, create the following folder structure on your external drive*: X:\Intronis\username\0000 When starting the initial backup, expand the Local Backup section in the Backup Request dialog. Select Perform a local backup, and select the path you have created above, ending in the subaccount ID. The volume of data must be 50 Gb and larger. You can seed multiple accounts if necessary to achieve this amount. Running the initial seed from the Management Portal creates the file structure automatically. If you run the initial seed from the Backup Agent (i.e., a customer s computer) you must name the folder structure as: Intronis\username\computer. * Folder structure is case sensitive! Where username is the username on this account, and where 0000 is the subaccount ID on this particular subaccount. These are reported in the left-hand panel of the software. 21

Initial Seed Recommendations DO NOT put an Initial Seed and a Local Vault on the same drive. DO NOT put an Initial Seed and the Temp Space on the same drive. DO NOT include SQL or Exchange backups if you re doubtful of customer s connection. Send Intronis the initial seed sooner rather than later. You can run backups while the initial seed is in transit. Intelliblox technology sends only the changes made since the initial seed was created. DO NOT delete data without resetting the account. You cannot restore data until the initial seed data has been uploaded by Intronis. Once the local backup is complete, fill out the Local Drive Seed Form and send the form, along with the hard drive, to: Intronis ATTN: Client Services 100 Apollo Drive 2nd Floor Chelmsford, MA 01824 Special Notes: Please note any special circumstances that surround this initial seed. 22

Flat Files and Folders Backups Mechanics for File Backups There are several key mechanics that Intronis goes through to ensure successful backups. Intronis uses VSS (Volume Shadow Service) to create a snapshot of the volume to backup open and locked files. Intronis copies files and folders to a temporary location. Intronis encrypts, zips, and breaks files over 100 Mb into 100 Mb chunks for transit. Intronis uses name changes, path changes, and date modified changes to determine which files and folders are backup. Intelliblox uploads only the changed parts. File overhead contributes to processing time (number of files, type, and backing up from local or remote location) Configuration Recommendations Intronis technology is file based, not image based, so select important documents and databases for backup. Break backup sets that are over 500 thousand plus files into smaller pieces for more efficient transmission of data. Do not select the entire C drive for backup. When the whole C drive is selected, lots of files that don t really need to be backed up, and sometimes can t even be accessed, are backed up which can result in errors in the logs. Do not overlap the start time of a backup with other VSS utilities like Shadow Protect. Do not start all of your backup sets at the same exact time. While you can overlap jobs (since we create a persistent snapshot using MS provider), you should stagger backup start times by at few minutes at least. Files with different names qualify as different files. Use Stray File removal to keep things clean when backing up dumped files. Run backup sets first that finish quickly, and set ones that take longer to run later during the backup window. 23

Virtual Machine Backups General Considerations The process for backing up VMs is essentially the same as that for backing up files and folders. There are a few important points to keep in mind when creating a VM backup set. Use a separate Backup Agent for VMs. Don t use the Agent being used for File, Exchange, SQL, etc., backups. The first time you create a backup set, you have to manually enter the IP address(es) of the server(s) (ESX host or vcenter) that host the VMs (Item A). - If the user enters a host IP that is managed by a vcenter, a message is sent letting them know we re actually adding the vcenter. - Upon adding a server, you must authenticate to the server. If it s a vcenter and is using AD credentials, we will first try the agent s credentials and if these don t work you must enter credentials. Select any number of VMs beneath the selected server. Select VMs from multiple servers in the same backup set. A folder itself cannot be backed up, but can be used as a multi-select to easily select many VMs (Item B). All selected and children selected checkbox states will be displayed as usual. B A 24

Specific Restrictions and Recommendations You cannot select the VM on which the current agent is running. You cannot select a VM that is already part of another backup set. The names for these VMs are grayed out. You cannot select a VM running Server 2008 on a 4.0 host because we cannot quiesce the guest operating system and thus cannot guarantee consistent/usable data. If running on 4.1 or 5.0, the VM can be selected but a warning is displayed letting the user know the prerequisites for this VM backing up successfully: - The UUID (unique identifier) attribute must be enabled. - The VM must only use SCSI disks. - The VM must not use any dynamic disks. Don t choose a drive/volume/disk within a VM as a Local Vault location. If the VM goes down, all your local-only data could be gone, which would defeat the purpose of the Local Vault. If you try to back up a VM that no longer exists, the system will post an error message. This must be resolved by editing the backup set. During the select step, you will see a list of VMs that were selected for backup that no longer exist, letting you know they must be removed from the backup set. If you restore a VM and a new VM is created as a result (we do not just update an existing VM) that VM will not automatically be selected for backup. You must add this VM to a valid backup set once the restore is successful. 25

Backing Up Shared Files and Folders Backing up files and folders that are shared from another computer may not work with Intronis software unless you take certain steps to ensure the backup. Backups of shared files and folders are : Slower Use more system resources Don t let you backup open and locked files (VSS) This issue is based on communication between the computer on which Backup Agent is installed, and the computer that houses the shared files and folders. Best Practices The best practice to ensure backup of shared files and folders is to first copy them directly onto the machine which has the Backup Agent installed on it whenever possible. If you can t install the files and folders on the computer being backed up and you have to try and back them up from the computer that is sharing them, use the Share Manager feature in the software to add access credentials. 26

System State Backups A System State Backup is a backup of operating system configuration files and is recommended as part of a server disaster recovery plan. System State Backups include: System Registry Active Directory* COM + Database SysVol Certificate Services* IIS Metabase* System State Backups are only meant for recovery to the same server or to another server with the identical operating system and hardware. Microsoft does not support restoring System State to different hardware as referenced in the Knowledge Base article, http://support.microsoft.com/kb/249694. How Intronis System State Backup Works The Intronis System State plug-in leverages the built-in Windows backup tools to create a System State Backup. Windows 2003 and XP use the NTBackup utility, which comes installed with the operating system, to create a System State Backup. Windows 2008 however requires the Windows Backup utility to be installed, which does not come natively with the operating system. You must add the Windows Server Backup utility through the Programs and Features section of the Control Panel. If you are on a Server 2008 installation and you do not see System State as an option in our software, this means you do not have Windows Backup installed. With these Windows utilities installed, all you need to do is set the schedule in our software and the number of weeks of backup you would like to keep. Our software will call these utilities to create the backup file on the system before we back it up to our servers. In accordance with Microsoft best practices, System State is scheduled by default to run once weekly. However, you can run the System State Backup every day if you desire. NTBackup generates a.bak file which our software takes and backs up to the remote servers. To restore the information, you would tell our software to restore to your computer, producing the.bak file, to which you could then point NTBackup in order to restore. Windows Server Backup creates a number of small files that we package and bundle into a.tar file. Once you restore this file using our software, you can point archive software such as 7 zip or WinRar to this file to unzip it, and then you can point Windows Backup to the directory in order to restore the files. We attempt to use our Intelliblox technology to take block level differentials from backup to backup, however frequently there are too many changes between the files to do so. Please allot more space in your backup plan based on the number of System State Backups you are planning to keep. * Item only backed up if you have the specified services installed. 27

Key Differences Between System State Backups for Server 2003 and Server 2008 System State Backups for Server 2003 are performed through the NTBackup utility that comes pre-installed with Windows, whereas system state backups for Server 2008 are done with the Windows Server Backup program which does not come pre-packaged with Windows. In Server 2008, Microsoft requires that you perform the System State Backup on a non-critical volume. A critical volume is a drive that contains files and programs that the operating system uses. The Windows Backup utility creates the backup file on this non-critical drive and then we back it up using our software. One option with Server 2008 is to create a new partition with 15 20 Gbs free and use that for the System State Backup. Microsoft uses its own criteria to determine what a critical drive is, so Intronis does not have the ability to create the backup file on a drive that is marked as critical by the operating system. If you only have one hard drive, use a portable hard drive to create the backup file. This portable drive can be used as temp space for other backup sets or as your local vault. If you do not have another drive or the ability to use a portable one Microsoft does have a work around in this Knowledge Base article, http://support.microsoft.com/kb/944530. The article details making modifications to the registry in order to use a critical drive to create the backup file and will work for local system state backups but not ones run with Intronis software. The System State Backup size is much smaller on Server 2003, ranging from a couple hundred Mb in size to roughly 1 Gb depending on the computer. System State Backups for Server 2008 can be up to 5 or more Gbs in size. These sizes are dependent on the machine backing up and are determined by the Windows backup utility. System State backups are only meant for recovery to the same server or to another server with the identical operating system and hardware. Microsoft does not support restoring System State to different hardware. For more information as to why the backup size is larger for Server 2008 please review this article: http://blogs.technet.com/b/filecab/archive/2008/03/03/volume-shadow-copy-service-vss-writer-updates-in-windows-server-2008-and-vista-sp1.aspx. 28

Local Vault Backups Local Vault is a function that keeps a copy [of the data stored off-site] locally on a USB drive or NAS device. Local Vault sync writes data simultaneously to both places. Local Vault async writes to the local drive first and then copies completed backups to the off-site location. Local Vault sync will sync the data back to the Local Vault if the data on our servers doesn t match the data on the Local Vault. For example, if a backup runs when the Local Vault is disconnected, Local Vault sync will put the Local Vault back in sync with the server when the Local Vault is connected again. Best practices for Local Vault include: Use regular sync for most situations. Avoid using async unless customer s internet connection is really slow. DO NOT put the Local Vault and Temp Space in same folder. Create different folders for each computer on a NAS or shared drive. Async can be monitored from the View Current Activity section of the software and can be canceled if necessary. Local Only Backup Local Only Backup works in conjunction with Local Vault. Using the Local Vault device as the storage space, the Local Only Backup feature allows you to create backups that are ONLY stored on the Local Vault. These backups are not stored on the Intronis servers and do not count toward your remote storage.* Local Only Backup allows Intronis partners to backup non-critical data exclusively to a local storage device on the customer s premise. This allows partners to take a hybrid approach when looking to backup customer s information. The best part is that these Local Only backup sets are able to be managed exactly like our online backup sets. This means partners do not need to utilize a different reporting system for remote and local backups and will only need to train technicians on one solution, saving valuable time and money. Local Only Backup sets allow partners to separate critical data from non-critical data. Non-critical data can be stored to a device on the customer premise in an encrypted format. Critical data can also be stored on the same device to speed up restores, in addition to the Intronis Cloud. * At this time Intronis only supports using a single device for local only backups. It does not support hard drive swapping, and has not designed the local only feature to be a tape solution. The reason why we do not support swapping drives is that the software will write the base copies of files on the initial backup to your local location, and then use our Intelliblox technology to write just the block changes to the drive. If you are swapping drives, you could have the base copies on one drive, and just the changes on others, which will create problems when attempting to restore, because the pieces of files could be on different drives. 29

How it Works Local Only Backup allows you to store as much data as you like on the Local Vault. We bill our partners for the Local Only Backups by using a subscription based model. Partners purchase local only backup subscriptions for each computer with the software, that will be performing Local Only Backups. The subscription fee is $4.95 per month and subscriptions must be added first from the Management Portal. Each local backup subscription you purchase will be included as part of the fees on your monthly billing. How to Set Up Local Only Backups Log in with your partner account to https://manage.intronis.com. Click on the Pay Bill tab and select Manage Subscriptions. In the Local Backup screen, click "Add Subscriptions" and enter the number of subscriptions you want to buy in the field (Item A) and click "Next." On the following screen you will be asked to confirm your choice by clicking "Submit." Once you have added the subscription you can enable it for the computer on which you want to perform local only backups. Navigate to the Computer info screen: Manage Accounts/Computers>Account>Computer Click Edit and check Enable local backup subscription (Item B) and then click Save. After you enable the Local Only subscription you must ensure the customer's Local Vault feature is turned on within the software. B A 30

Turning on Local Vault from the Management Portal While still in the Computer info screen, click the Settings tab (item A). Click Preferences (Item B). Select the Software Preferences tab (Item C). Check the Enable the Local Vault checkbox (Item D) and enter the destination for it in the path field (Item E). You can point the Local Vault to either a USB drive or NAS device. The check boxes beneath the path field enable you to select either Local Vault sync or Local Vault async. In this example, sync is selected. Click "OK" to save the changes. C D E A B 31

How to Manage Local Only Backup Subscriptions If you wish to stop performing Local Only Backups for a customer, you must first disable any local backup sets. In the software, you can un-check the box next to each Local Only set. If your regular backup sets do not use the Local Vault, you can go to the Preferences section and un-check the Enable the Local Vault box. Then you must log into the Management Portal at https://manage.intronis.com. Navigate to the Computer info screen: Manage Accounts/Computers>Account>Computer Click Edit and uncheck Enable local backup subscription (Item A) and then click Save. On the following page, click on the Settings tab (Item B), and then click on "Preferences" (Item C). In the window that opens, click on the Software Preferences tab (Item D). Uncheck the Enable the Local Vault checkbox (Item E) to disable the Local Vault. If you do not plan to apply this Local Vault subscription to another computer, you should remove it from your number of paid subscriptions so that you are no longer billed for it. Click on the Pay Bill tab and select Manage Subscriptions. In the Local Backup screen, click "Remove Subscriptions" and enter the number of subscriptions you want to delete in the field (Item F) and click "Next." On the following screen you will be asked to confirm your choice by clicking "Submit." D A E B C F 32

Changing Cloud Backup to Local Only Backup It is possible to change a backup that was originally configured to be online to Local Only. To do so, delete the data from our servers, then delete the Backup Set, then recreate and configure the Backup Set as local only. Of course this must be done after the Local Vault is created and Local Only Backup option has been purchased and enabled. Also, this procedure may be prone to errors, so Intronis recommends you perform the procedure with the help of an Intronis Technical Support Engineer. For further information on these features please see our Knowledge Base article on the Local Vault: https://my.intronis.com/support/?kbid=knowledge Base- BASE662SINORTNI. Special Notes: Files that are part of the remote backup cannot be included as Local Only Backup sets. If you wish to convert data in the remote backup into a Local Only Backup, you must delete the remote data first, and create a new backup set designated as Local Only. You can only remove Local Only Backup subscriptions if they are not applied to a particular computer. Subscriptions must be disabled from the computer before they can be removed. Local Only Backups are not available to backup accounts that do business directly with Intronis. Only partners have the ability to enable this feature for their customers. With the release of Intronis version 4.3, master partners can now assign their subpartners Local Only Backup subscriptions. This process is documented in the following Knowledge Base article: https://my.intronis.com/support/?kbid=knowledge Base- BASE1018SINORTNI Select a quality device with an estimated life span of 3-5 years. This device should be at least 4X your current backup size to accommodate data growth over the life span of the device. Do Not utilize the same physical disk or array which contains the data being backed up. Utilize Local Only Backup for only non-critical information. Always store critical customer data in the Intronis cloud. Mailbox level backup sets are a great candidate for local exclusive backups. Back up the entire Exchange databases to the Intronis cloud to restore the entire mail system in the event a disaster strikes. Setting Mailbox level backups to be a local exclusive backup set allow you to restore individual emails back in the event of a customer s deletes them or a more localized disaster, but save on the expense of storing duplicate information in the Intronis Cloud. This methodology provides the best of both worlds. 33

Restores Restores of data are conducted through the Restore dialog in the Management Portal. The Restore dialog is composed of two panes, one positioned on the left of the window and one positioned on the right of the window. Each pane serves a different function: The left pane shows different views, or ways to filter the data that is stored on the server, or local backup device if Local Only Backups are performed. The views function like any file hierarchy system in Windows; clicking on a view opens the next level, clicking on the second level opens the next, and so on. The right pane shows the contents of the different views and enables you to drill down through the file hierarchy to select the specific data to be restored. Daily Snapshots navigates to and restore data as it existed on a specific date. You can expand a specific day in the list to see the revisions of any files uploaded on that date as well as the most recent version of any file as of that date. Additionally, you can create a snapshot for a date not in the list, by right clicking on Daily Snapshots and creating a new snapshot. Virtual Machines navigates to a list of the VMs that have been backed up. Exchange Information Store navigates to complete Exchange databases by date. Exchange Mailbox Level navigates to all mailboxes or specific mailboxes and even specific messages by date. SQL Backups lets navigates to specific instances of the databases stored. System State navigates to specific instances of the system files by date. In the Management Portal Restore dialog window, the left pane lists seven categories. Files and Folders navigates to stored files based on their same location on the local computer, i.e., if you know where a file is located on the computer (for instance: C:\Users\*username*\My Documents\*filename*) you can navigate directly to that file, and even view the available revisions we have for that file that you can use to restore from. Backup Sets navigates to files according to the backup set they are contained in. Expand the backup set you are restoring from, then navigate the file path in the same way you would in the files and folders category. 34

Basic Steps to Restore Data Before restoring data, you must disable any backup sets that might run during the restore in order to prevent those new backups from overwriting the production data that s being restored. This is especially relevant if you ve previously restored the computer from an image backup containing an older version of the file catalog than when you last backed up. Running a backup using the older catalog will replace the one that exists on our servers, removing files more recently backed up. To disable backup sets in the Management Portal, navigate to the specific computer from which data was backed up, select the Backup tab, and slide the slider bar from Automatic to Manual. Restoring from the Management Portal Navigate to the Computer info screen of the desired computer, click the Restore tab (Item A), click Start a Restore (Item B). The Restore wizard opens to the Select screen. Start by selecting the type of data (Item C) to be restored using the file views as described above. C A B 35

Use the branching panes to select the specific items to be restored (Item A) and click Next. Verify or change settings for Destination (Item B), Restore Options (Item C), and Existing Files (Item D) and click Next. Verify Selection and Destination in the Restore screen and click Restore (Item E). A B C D E 36

Specific Restore Situations Situation: Your computer is still intact Navigate to the computer in the portal and click on the Restore tab. Click Start a Restore. Find the file/folder you need, using one of the views mentioned previously. - If you need a specific revision, make sure you select the appropriate date by expanding that file in the wizard with the + sign, or using the Daily Snapshots section. Once you have the right data, click Next in the wizard and choose to have the file restored to the location it was backed up from (Original Path), or choose to put it in a different folder (Alternate Path). Once you have the right day, complete the wizard and click the Restore button in the bottom right hand corner of the wizard. Situation: Your computer is no longer functional, and you have to restore the data to a new machine which is replacing the old machine Install the software on the new machine, and run the installer as you would with a new installation. At the setup screen, enter in the same username, password, and computer ID that were used on the old machine. Test the connection and enter the encryption key if necessary. Select the option to Move Account to this Computer and allow it to download the catalog file from our servers. Now that your software is setup on the appropriate computer, you can follow the steps from Situation 1 to complete your restore. Once Restores are complete, make sure to update the backup sets to take into account any changes to the folder structure on the new machine. Situation: The data needs to be restored to a machine that will not be running any backups Use the steps from Situation 2 However on Step 4, do not select Move Account to this Computer. Instead, choose the option titled Recovery Mode Installation. Proceed to restore data through the Restore wizard in the portal, making sure to choose the correct installation when prompted. 37

How to Restore Microsoft SQL Databases In the first panel of the Restore wizard, you will see a category entitled SQL Backups. Navigate through the available servers listed to the databases you ve backed up. Select the database(s) you would like to restore. Disable backups on your computer when restoring files to prevent new backups from overwriting production data that needs to be restored. This can be specifically relevant if you have restored your computer from an image backup which could have an older version of your file catalog than you last backed up. Running a backup using the older catalog would replace the one that exists on our servers essentially removing the files which were more recently backed up. How to Restore a Full SQL Backup To restore a full backup of a SQL database, browse to the database you want to restore. Click the name of the database you would like to restore, and you will see dates of any full backups that are available using the software. Click on the date of the backup you want to restore. Proceed through the wizard and choose your restore options. - Choose the destination to which you would like to restore your database files. Click Next and then Restore in the bottom right of the wizard to start the restore. In the dialog box that comes up, de-select the box to "Verify DB Integrity." Check the box to "Just Download Files". Verify that the temp space location is a drive with adequate room to download the database. Once the software finishes its restore action, confirm that a.bak file has been downloaded into the temporary directory you specified in the dialog box. To restore this file once it has been downloaded, you will need to open up SQL Server Management Studio, o Right click on the "Databases" folder and click "Restore Database..." o Under the field marked "To database" enter the database name. o Click the radio button next to "From device" and click the button next to it. o In the next dialog box make sure "File" is selected and click "Add" to browse to the location of the.bak file. o Click "OK" and then "OK" again to apply the location. o Under the box "Select backup sets to restore" check the box next to the file that says "Restore" and Click "OK" to restore the database. How to Restore a Differential SQL Backup Restoring Differential SQL backups is the same as restoring full backups. Follow the procedures described above. 38

Virtual Machine Restores VMs are restored through the restore wizard just like any other type of data. Virtual Machines is a new node in the restore tab (Item A). - Brows into this node to display all the virtual machines backed up through this agent, regardless of server/host. - Drill in to select an individual revision of a VM to restore (Item B). Every VM restore will actually create or update a VM on a host; there is no option to just download files. Specific Considerations You can t restore to the VM running the agent. The workaround for this is to install the Agent as recovery-mode on some other machine and then run the restore. You can select as many VMs to restore as you want, but you cannot select a VM if it is being restored in another restore job A single host must be chosen for all the VMs selected for restore. You cannot restore to different hosts in a single B A 39

Restore Options A partner can choose to restore VMs into a sandbox test recovery or as a production recovery. Sandbox Test Recovery (Item A) - If selected the VMs will be restored and create new VMs regardless of the destination. - The VMs will be started on their own Virtual Network (VLAN) so they cannot communicate outside the network or with any of the production VMs. - If a test recovery is performed, it will always restore the VMs to the same VLAN. - When VMs are restored as part of a test recovery, they will be appended with the Test_Restore suffix to denote them as test VMs. - You need to delete VMs after a test, since we do not do that automatically. - If restoring to the same VLAN if they restore the same machine, there may be IP conflicts. Clean up old stuff! Production Recovery (Item B) - If selected, the VMs will be restored to the selected destination as production VMs, and their networking settings will remain as they were when they were backed up. - If the original VM resides on the same destination chosen for the restore, the original VM will be overwritten with the restored state. - This is similar to reverting a VM to a previous state. - If the VM does not exist on the chosen destination, a new VM will be created. - If, during the restore, the source VM is detected in a different location, we attempt to power off that VM before starting up the recovered VM. A B 40

Automatic Restart You can choose whether to attempt to automatically start the VMs upon restore or not (Item A). If you choose to automatically start your restored VMs, these will start as soon as they are fully restored, even if other VMs are still restoring. If the source VM still exists on another destination, we attempt to power that off first. If not (or after that is complete) we will power on each restored VM one at a time to reduce load on the destination host. - Since restoring VMs writes to your VM storage, starting VMs and restoring VMs simultaneously may have an impact on performance depending on your storage and resources. If you re restoring multiple VMs and would like to manually control when your restored VMs start, keep Automatically start unchecked. When restoring a Domain Controller, it should be restored turned off, just as with Exchange servers. A 41

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Section Three Managing and Monitoring Your Solution 43

Overview You ve developed disaster recovery plans with all your customers. You ve installed and set up the software on your computer and your customers computers. You ve created backup sets for flat files and folders, system states, SQL databases, and Exchange. You ve run test backups and restores. Everything is working. Now, your job is to make sure the backups are running as designed. At first glance, that might seem like a daunting task. Actually it s not. There are several tools available to you that simplify the task, primarily through automatically generated reports and notifications. This Section covers: Backup Status Reports Editing E-mail Notifications by Computer Using Templates and Groups Viewing Activity Logs Editing Backup Sets Additional Usage Integrations 44

Backup Status Reports The Backup Status Report (BSR) is an all-in-one daily report that allows partners to manage their customers' backups, restores and deletes proactively. It also allows partners to filter out backups, restores and deletes that are working properly so that they only see the ones that are experiencing issues. Partners can see which user account, which computer, and even which activity needs to be examined from our Management Portal without logging into their customers computers to troubleshoot. With the release of software Version 5.0, a variation of the BSR appears on the Home Page of the Management Portal as the Backup Status Dashboard (BSD). The BSD displays all backup sets run under the accounts managed by a partner. Failed, Warning, and Running backups are displayed by default. Instead of a tree structure, each backup set it listed on its own line along with the account and computer associated. Note: Report logs in the Portal contain errors and warnings that occurred during an action, but they do not list informational logs. 45

Backup Status Dashboard Detail The status of each backup is represented by an icon where red = failed, yellow = warning, green = running and gray = completed. Reason listed in column 2, includes all applicable reasons. Account includes account name and username. Computer column includes computer name and ID and is a link to the Computer Details page. Start time captures date and time and represents the start time from the perspective of the agent running the backup. Backup set column contains backup set name and type. Connected column displays whether the agent is connected to the relay server or not. 46

Setting Up the Backup Status Report Click the Preferences tab and select Configure Reporting. Check the box under Backup Status Report Summary (Item A) to enable the report to be written to the portal. Check the box next to the e-mail address(es) on file (Item B) to send the report to the address(es). The e-mail notification is abbreviated and links you to the full report in the Management Portal under Reporting > Backup Status Report. B A 47

Checking the Backup Status Report Click on View Reports tab and select Backup Status Report. When the Backup Status Report opens, click Filter Results (Item A) to display the filter options bar (Item B). When the filter options bar appears, check any or all of the four filters shown (Backup Completed, Backup Running, Backup Warning, or Backup Failed). If a status filter is not checked, the status not appear in the report. After checking filters, click Hide Filters (Item C). Click an account, Computer or job to open that account, computer, or the job s logs for a more detailed review. A C B 48

Editing E-mail Notifications by Computer Partners can set individual notifications for each client s computer for a more specific reporting scheme. This is particularly useful for clients who want to receive notifications themselves, for accounts flagged as having issues at any time, or for partners who simply prefer to receive notifications for individual clients. Configure Computers Individually In the Management Portal, click the Manage tab. Expand a customer by clicking the open arrow to its left and click on a specific computer. Click the Settings tab and then click Notifications. Click on the Emails tab - Add extra e-mail recipients by clicking the Add Extra Email button just below the Emails tab. - If desired, remove additional recipients by clicking the red X to left of an address. Gray Xs in front of the primary email address cannot be deleted. - Whether or not the notification conditions are reported is based on the criteria set in the Backup Status Report configuration. These can be added or deleted in this screen also by checking or unchecking the notification condition. Use the Settings tab to configure Notification Preferences. 49

Configure Computers Using Templates Using Templates and Groups greatly simplifies the configuration process by letting you apply predetermined templates to an individual computer or to groups of computers. See Templates and Groups, below. Using Templates and Groups Templates are predefined groups of Preferences and Notifications settings to be applied quickly and easily to a computer or series of computer at one time, rather than going through each item one by one and with each computer one at time. You can apply multiple Templates to one computer and apply them all at one time. Newly applied templates will overwrite any existing Preferences or Notifications settings. To create a new template: Log into the Management Portal. Click Preferences tab and select Manage Templates. Click Add Template (Item A). Select either Notifications (Item B) or Preferences (Item C). - A single template cannot be both. - However, both Notifications and Preferences templates can be applied to a single computer. Name the template (Item D) so that you remember what it's for. For instance, if this is a template for bandwidth throttling only, call it "Bandwidth Throttling." Click Next. B C D A 50

By leaving a Preferences setting unchecked, the template, when applied, will not overwrite that setting for said computer. - For instance, if you create a template that only adjusts the Bandwidth Throttling setting, none of the other settings will be overwritten by this template. - The change to the Bandwidth Throttling can then be applied whenever applying the template. 51

Templates can be applied in two places; either to an individual computer or to groups of computers. To apply a template to single computer, click the Manage Accounts/Computers tab. Expand the desired account (Item A) and single click on the desired computer bar (Item B) to highlight it. Click Apply Template (Item C). Select the desired templates from the drop down menus (Item D) of created templates and click Apply. If applying Preferences templates, the changes are automatic. If you re applying notifications templates, another dialog will ask if you want to Append (Item E) or Replace (Item F) email addresses.in the final wizard screen, select. - Append will simply add additional settings not already specified (good for modifying notifications settings). - Replace will overwrite all settings with exactly what C A B D E F 52

was chosen in the template (good for resetting or clearing notifications settings). Alternatively, you can open an account, click on the desired computer name to open the Computer info screen. Click the Settings tab, and click Apply Template. Follow the steps described in the previous page. To apply a template to a computer group, click on Group View (Item A) in the Manage tab. Single click the group bar (Item B) and click Apply Template (Item C). Select the desired templates from the drop down menus of created templates (as shown on the previous page) and click Apply. - If you re applying notifications templates to groups, another dialog will ask if you want to Append or Replace email addresses (as shown on the previous page). Templates can also be applied to new computers at the time they are created. Applying Preferences templates may take up to 15 minutes and will show as Pending in the Manage tab beneath the Preferences column. Templates are not a setting themselves. Once they are applied, the changes take effect and new Templates can be applied at will. A B C 53

Groups can be used to organize all of your different clients computers into groupings to which you can apply templates globally rather than one computer at a time. Typical group types or names might be Laptops, Desktops, Servers, Exchange Servers, SQL Servers, etc. There is always a default group that includes all clients and their computers until you create new groups. Groups can be created (or edited) by clicking the Manage Accounts/Computers tab. Click the Group View tab (item A) and then click Add Group (Item B). The Add Group dialog appears. - Name the group, add a description, and click Create. Edit a group by clicking the group name (Item D). The Edit Group dialog appears. - Change the name and or description and click Update. Once a group is created, existing computers can be click+dragged into desired group. Groups can have templates applied within the Manage tab. New computers can be added to groups upon creation. A B C 54

Viewing Activity Logs Activity logs can be viewed from the Management Portal in a variety of places. Any location in the portal that shows backup, delete and restore jobs will allow said job to be clicked to populate a dialog box for viewing logs. The client computer must have Microsoft.NET framework 3.5 or higher installed for Backup Agent to communicate with the management portal. To view Activity Logs from different locations (or screens) in the Portal: At the Account level, click the Manage Accounts/Computers tab and click the account desired name. Then click on the Activity tab. At the Computer level, click the Manage Accounts/Computers tab, expand the desired account, and then click the desired computer name. Then click on the Activity tab Or go through the Backup Status Report and repeat the process above. Activity Logs can be exported in.csv format for viewing in Microsoft Excel and similar software. Open desired the log(s), click Export to.csv in bottom-right corner. Editing Backup Sets Backup Sets can be edited and run from the Management Portal for any client and computer. The computer s software must have the Microsoft.NET Framework 3.5 or higher installed and must be currently on. The computer logged into the Management Portal must have Microsoft Silverlight installed. Running backup sets from the Portal is good for knowing the raw data size being backed up and for helping identify unexpected increases in data storage. To review or edit backup sets, click the Manage Accounts/Computers tab, expand the desired account, click the desired computer name and then click the Backup tab. Backup sets will appear with information on backup set type, current status (Running or not), Automatic or Manual setting, and last runtime. To edit a backup set; Click the Edit icon in the Manual Controls column (the Backup set cannot be running). The dialog box will open a five-step wizard for changing file and folder backup sets: - Step 1: Backup Set type and name. - Step 2: Backup Set Selection - Step 3: Schedule - Step 4: Advanced Settings, Archiving Rules - Step 5: Overview and Apply Changes 55

Additional Usage Users may find that over time, the usage on their account continues to increase. As data is added to a machine, any data that is added to a folder already being backed up is also backed up, and files that are updated will also increase usage on the account. There are many steps users can take to manage and lower usage and to try to prevent usage from rising sharply. Plan Percentage Report The Plan Percentage Report is a section of the Portal s Reporting function that details how much of your total reseller data block each client is using. To view the report click the View Reports tab and select Plan Percentage. Shown in this report is each user, their plan, how much additional storage is being used, and what percent of your Partner plan each user is consuming. Use this chart in conjunction with the Backup Status Report to understand trends in usage and to get a handle on which clients may need to upgrade their plans or be examined to determine ways of decreasing their data volume. 56

Archiving Rule By default, Intronis keeps 30 days worth of changes and no less than 10 versions of every file uploaded. These versions are called revisions. This default setting is known as the Archiving Rule, and it applies to file/folder backups. The higher the number of the Archiving Rule, the higher the storage usage will be. To adjust the Archiving Rule for a particular Backup Set: In the Portal, select the desired computer by following Manage Accounts/Computers > Account > Computer > Backup tab. Click Edit icon for the particular Backup Set. In the Edit Backup Set wizard, make sure the correct Backup Set is indicated in the name field and click Next until you open the Settings screen. Click the Advanced Archiving tab (Item A) and click the dropdown arrow to expand the Add New Archiving Rule menu (Item B). Select Age and enter the length of time to save versions (Item C). To change the number of versions, select Versions from the dropdown menus and adjust the number of versions. Click Save and then Next. If you ve lowered the Archiving Rule, it will apply to the data you have backed up with the next backup that runs. To run it immediately, click Apply base revision rules now. We also encourage you to check the archiving rules for Exchange, System State and SQL backups. These archiving rules are specific to each backup set of these types and must be configured while editing the backup set. To edit the archiving rules for Exchange, System State and SQL backups: Click Backup Sets, choose the backup you wish to edit and click Edit in the bottom-right corner. Click Next in the bottom right corner to progress to the next panel. At the scheduling panel, you will see an option for Retention down toward the bottom-left. You can designate the number of weeks you wish to retain backups here. A B C 57

Deleting Files You can delete files that are being backed up unnecessarily by navigating to a client s computer. To delete stray files: In the Portal, select the desired computer by following Manage Accounts/Computers > Account > Computer Click the Delete tab (Item A). Click Delete data (Item B). In the Delete wizard, choose the filter - Files and Folders, Backup Sets, Daily Snapshots and Stray Files are all for flat file data. Then select specific data in successive panes. Once you ve made your selection, click Next to be taken to an overview page of how many files and how much data your selection will remove. Stray File Delete Any files that used to be backed but have been excluded from a backup set or deleted locally are flagged on our servers as stray files. Intronis keeps these files just in case a client has mistakenly excluded or deleted them but still wants to restore them. You can run a Stray File Delete to clear all data fitting this description. But be warned; you should not perform a Stray File Delete if you think you have accidentally deleted any files from the local computer because Stray File Delete deletes strays from both the cloud and the local vault. Once files are deleted from both, they cannot be restored! C A B 58

With version 5, you can run Stray File Deletes through the Management Portal from any computer. In order to do this, ensure the following: The client's computer is on and the Backup Agent service is connected. The client is running version 4.0 or higher of our software. The client's computer has the Microsoft.NET Framework 3.5 or higher. The browser you're running has Microsoft Silverlight installed (you will be prompted to download it during the following steps if it is not installed). To delete stray files through the Management Portal: In the Portal, select the desired computer by following Manage Accounts/Computers > Account > Computer Click the Delete tab. Click Delete data. In the left pane of the first screen of the Delete wizard, click Stray Files (Item) to show the directory of stray files backed up. Check the box next to the folder, files and/or disk desired and click Next, then Delete. 59

Automatic Stray File Delete will delete stray files after they reach a specified age. Once a file has reached the determined age to be excluded or removed locally, it will be deleted based on this rule. Automatic Stray File Delete functions on a computer-basis but can be configured in a template (see Templates and Groups ) and then applied to individual computers or groups. To enable Automatic Stray File Delete: In the Portal, select the desired computer by following Manage Accounts/Computers > Account > Computer Click the Settings tab (Item A) when the computer is connected to the Backup Agent. Select Preferences and then File System Preferences (Item B). Under Stray File Retention, check the box in front of Automatically remove stray files (Item C) and enter the number of days. - The default s 90 days and Intronis recommends leaving it that way unless you have good reasons to increase or decrease the length of retention. We also recommend you leave the Skip file removal if the volume or share cannot be found check box checked (Item D). This will save storage space. Determine whether or not to keep the most recent copy of a file (item E). Normally, leave this unchecked. Click OK when you re finished. B A C D E 60

Review Remote Files and Server Usage There are two ways to review remote files and server usage. In the Portal, select the desired computer by following Manage Accounts/Computers > Account > Computer Click the Restore tab (Item A) when the computer is connected to the Backup Agent. Click "Start a Restore" (item B). Check a folder or drive and click "Next." The selections on the middle page are not important, since we won't actually issue a restore, but you can choose "Original Path" and select the radio button "Do Not Overwrite Any Existing Files with Restored Files." Then click "Next." Screen three of the Restore wizard calculates and shows the number of files and the size of the data on our servers(item C). Should you find the source of the usage, you can go back in to find out which files could be taking up so much space, or issue a delete on the folder if you do not need it. C A B 61

Replacing Computers One common reason for unplanned increased usage is the replacement of old computers with new computers. Typically, all the data from the old computer is transferred to the new computer and a new Backup set is created for the new computer. But many Partners forget to delete the data from the old computer from the server. It s no longer necessary and results in duplication and increased usage. 62

Section Four Plug-ins and Integrations 63

Overview Backup and recovery for SQL and Exchange databases greatly enhances the utility of the Intronis Cloud Backup and Recovery solution and significantly increases the value of your service to your customers. Integration with Autotask and ConnectWise greatly simplify your tasks, saving you time and money. When properly installed, configured, and maintained, the solution operates smoothly and without incident. To make sure that is the case for you and your customers, this Section includes select Best Practices for these valuable key plug-ins and critical integrations. 64

SQL Permissions Intronis Backup Agent service, which is installed on all computers/servers being backed up, performs all backups, restores, and deletes. It runs as a user ( Local System by default) and takes the permissions of that account when conducting backups. Backup Agent user needs to have a log in for SQL and permissions to backup databases, or you need to set the job to use SQL authentication. For best results, you should run the Backup Agent service as an administrator user. Right-click again on the Backup Agent service, and click Properties. Browse to the Log On tab. Select the circle button next to This account: then click the browse button. In the text box at the bottom, type in the name of the authorized user you want to run the service as. Click Check Names, and once found, click OK. Input and confirm the user s password, and then click OK. You can now start the Backup Agent. The following steps will explain how to run the Backup Agent service as a user. From the Windows Start menu, right-click on Computer, and select Manage. In the left-hand pane, expand Services and Applications, and select Services. Right-click on the Backup Agent service, and click Stop 65

SQL Backups When backing up Microsoft SQL databases, create a specific job using our SQL plug-in. Instead of selecting the SQL database folder location in a flat file backup: Create a new backup set in the Management Portal, and select the SQL type. - The Intronis SQL plug-in uses the same API calls that Microsoft makes when you click on a database in SQL and tell it to backup. - Intronis creates.bak files of the databases in the temp folder chosen in the software and then backs them up to our servers. Intronis allows you to backup both local and remote SQL servers using our software. It is best practice to install the software directly on the SQL server whenever possible. To backup a remote SQL server, it is necessary to point Intronis software to a temporary space directly on the remote SQL server, where it will create the SQL.bak file. You need to make sure that the user [our Backup Agent service is running as] has permission to write to that directory and that the user [your SQL service is running as] has permission to that temp directory as well. Features and Options When Creating a SQL Backup Set When you create a SQL backup set in the software you will be able to search for SQL servers and instances that exist in your environment. You can then select the method with which you'd like to authenticate with that SQL server. You can choose either Windows authentication or SQL authentication. Windows authentication uses the credentials of the Backup Agent service (we use the Local System account by default) to connect to the SQL instance. SQL authentication allows you to pick a user such as a SQL administrator account and plug in the credentials of that user. You can then refresh your list of databases to view all of the databases on the instance you have selected to backup. You can select a single database or you can select multiple ones, de-selecting specific databases from the backup. It is best practice to install the Intronis software directly on the SQL server whenever possible. 66

SQL backups are scheduled by default according to Microsoft best practice of having one full backup per week with six differential backups. Your first backup of the databases will be a true full copy. Day to day differentials will then just take the transactional changes since your most recent full backup, and the weekly full backup will use our Intelliblox technology to run a block level differential on the previous full backup. Intronis keeps SQL backups on a weekly basis, by default keeping four weeks of SQL data. You can configure the software to keep as little as one week of data, or you can create custom rules similar to a tape scheme. To successfully backup a SQL database, its mode needs to be set to "Normal". Change the database mode within SQL Management Studio. Databases that are in a "Shutdown" mode cannot be backed up. Configuring SQL Databases to be Backed Up by Intronis In order to successfully backup a database, its mode in SQL needs to be set to "Normal". SQL will not be able to backup databases that are in a "Shutdown" mode. To add or subtract databases from the backup set in our wizard, the databases also need to be set to "Normal" mode. You can make the change to the database mode within SQL Management Studio. Having databases set to full recovery mode in SQL forces Intronis software to make full backups instead of true differential ones. Intelliblox technology will allow block level differentials on previous backups, but Intronis will have to copy all of the SQL transaction logs every time it does a backup, creating larger files. Full recovery mode specifies that all database transaction logs are saved so that you can restore to very specific transactions in the database history. 67

The recommended configuration is: Set your databases to simple recovery mode in SQL, which will backup and truncate the SQL transaction logs. - This means that your daily differential backups will be much smaller. - Simple mode however does not have the same level of granularity to restore specific points in database transaction history. When backing up SQL Express data, point the software's temp folder to the same folder where SQL Express generates its backup files. - SQL will already have permission to write to this location when creating.bak files. 68

Exchange Information Store Backups When backing up entire Microsoft Exchange databases, create a specific job using the Intronis Exchange plug-in. Instead of selecting the Exchange database folder location in a flat file backup, create a new backup set in the Management Portal, and select "Backup Full Information Stores". Intronis software must be installed directly on the Exchange server to see this backup set option. Back up Exchange on the database level for disaster recovery. - To protect your customers data in the event of a hardware failure or natural disaster, backup the entire Exchange database, so that once you reinstall your operating system and Exchange, you can simply import the entire database as it was at the time of the last backup. - This will minimize the amount of downtime for the business. Do not use the individual mailbox level backup for disaster recovery, since it involves restoring one mailbox at a time back to Exchange or to a.pst file which must then be imported into Exchange. Backing Up Exchange Databases with Intronis The Intronis Exchange plug-in backs up Exchange on the database level using Microsoft's best practices, which vary depending on the version of Exchange. For Exchange 2000 and Exchange 2003, Intronis calls Microsoft's utility ESE, which essentially performs the same functions as NTBackup, copying the Exchange database files and log files to a temporary location so that they can be backed them up. Backing up Exchange 2007 and 2010, our software uses Microsoft's Exchange Volume Shadow Copy Writer to take a shadow copy of Exchange and backs up the files directly off the shadow copy. The key difference between the two methods Intronis uses, is the amount of temporary space needed to perform the backup. ESE requires double the size of the Exchange database in free Temp Space, because it copies the actual files to the temporary location to be worked on. Volume Shadow Copy is able to take a snapshot, from which our software can backup directly, requiring much less free Temp Space. Intronis creates a persistent snapshot, which it uses for the duration of the backup. After the snapshot is taken, the Exchange VSS Writer is released, so that other utilities are able to backup Exchange. To protect your customers data in the event of a hardware failure or natural disaster, backup the entire Exchange database, so that once you reinstall your operating system and Exchange, you can simply import in the entire database as it was at the time of the last backup. 69

No matter what version of Exchange Intronis software is backing up, it will backup the database files for Exchange and then attempt to truncate (delete) the transaction logs on the machine after they re backed up. With the Exchange database files, they are broken into 100 MB chunks that we upload individually to provide stability to the backup. Each chunk allows numerous retries in case the customer encounters connection issues. However if the backup is canceled or a particular chunk is not able to be uploaded, the backup will be unsuccessful because not all the chunks are present. Configuring Exchange and Exchange Backup Sets for the Highest Rate of Success and Data Efficiency When creating an Information Store level backup, the software requires you to pick which database you want to backup. You must configure a different backup job for each database you want to backup. Space out the start times of the jobs if you have multiple Exchange backups, making sure that the jobs do NOT start at exactly the same time. Schedule the Public Folder database backup or smaller database backup first so that it runs to completion before the larger database backups run. By default the backup set schedule is configured according to Microsoft's best practice of one full backup per week six incremental daily backups. Your first backup of the database is a true full copy, and from there incremental backups only contain the transaction log changes to Exchange. The next weekly full backup uses our Intelliblox technology to take a block level differential on the previous week's full backup. Intronis keeps Exchange according to a weekly retention, by default keeping four weeks of Exchange data. You can keep as little as one week of data or you can set up a custom retention similar to a tape scheme. There are two key settings in Exchange that you should change to ensure the most data efficient backups: Make sure that circular logging is disabled on each database you are backing up. - Disabling circular logging will prevent Exchange from overwriting its transaction logs and allow Intronis software to perform normal incremental backups. Incremental backups will be much smaller, and complete in a more timely manner during the week. Turn down Exchange maintenance such as defragmentation so that it only runs once or twice per week. - Exchange defragmentation shifts data around in your database files which saves you space locally, however frequent defragmentation shifts the blocks around in the files too much, forcing Intelliblox block level technology to take more frequent full backups. If you use another backup utility to backup Exchange such as NTBackup or Backup Exec, set that software to Copy Only 70

Mode to copy the Exchange transaction logs, so that Intronis can back them up and truncate them. Using other software to truncate the Exchanges logs will mean that Intronis software will receive logs that are out of order, forcing full backups and increasing overall data storage. Additional Recommendations Schedule backup sets to run from smallest to largest. Exchange Forcing Full Backups If Exchange backups are taking a long time and pushing too much information, look at logs from our software under Diagnostics > Browse Previous Actions to see if backups are fulls. If they are, this can be caused by circular logging, Exchange logs not being in sequential order, or too many changes to the.edb files. Exchange logs can get out of order from other backups truncating logs or from failed backups. Also, defragmenting disrupts Intelliblox (block level) technology. To resolve these issues, perform the following three actions. Disable circular logging. Set other utilities like NTBackup or Backup Exec to Copy Only mode for the logs. Turn down Exchange defragmentation to once or twice per week so that it does not disrupt Intelliblox. Scheduling backup sets to run from smallest to largest increases efficiency and helps ensure successful backups in general. 71

Exchange Mailbox Level Backup Configuration For proper Exchange Mailbox level backups, Backup Agent service needs to run as a user (see Section Three, Exchange Mailbox Level backups, page 44). The software includes a wizard to create a user as the first line of defense, but if it does not work in an environment you can create it manually. The user must have a mailbox in Exchange visible in GAL and with Send-As, Receive-As rights. Also,MAPI must be installed to perform the backup. Reboot to ensure the install worked. Resolution If failing on MAPI criteria on SBS 2003 saying MAPI is corrupt and you can t use the installer link we provide, you need to run a command to register cdo.dll on their machine. If failing on GAL criteria in Exchange 2003 make sure the user has sent/received a message to show mailbox up in GAL If failing on GAL in Exchange 2007 or 2010, and you can confirm it s not hidden in Exchange, see if ipv6 is turned on With ipv6 turned on you need to modify your host file to contain ipv4 address, so when you ping localhost you get ipv4 response back If failing on Send-As or Receive-As when Powershell commands have been properly applied chose box to Skip this check on validation. If you can query the mailboxes you are all set. When in doubt try to use MFCMAPI. If you can t connect with that it indicates a problem with the customer s environment. 72

Exchange Mailbox Level Backups Perform Information Store level backups of Exchange for disaster recovery, so that in the event of a hardware failure or other disaster, you can restore your entire database to the time of the last backup. This as your first line of protection against potential disasters. If you already perform Information Store level backups of Exchange, you can backup the individual mailboxes and messages in Exchange using Intronis software as well. This will allow you to restore individual items directly back into Exchange or to a.pst file without having to recover the entire database first. To perform this type of backup you must create a new backup set, choosing the option to "Backup Individual Mailboxes and Messages." The mailbox level backup set is meant for archiving email messages in perpetuity to meet compliance standards and for making quick restores of individual items, however it is not meant to be a method of disaster recovery. Use Information Store backups as your primary method of disaster recovery, and using mailbox level backups as a supplement. Ideally, store both forms of backup off-site. However if you are not able to afford keeping them both on our servers, you can use our Local Only Backup feature to create a mailbox level backup that is only stored locally. That way you can keep the Information Store backups off-site in the event of a disaster, and you can have the mailbox level backups locally for quick day-to-day restores. You should also only choose to backup key mailboxes specifically so that only the most important ones are kept off-site and ready for restore. Backing Up Individual Mailboxes with Intronis The Intronis software runs a service called the Backup Agent which performs the essential functions: backups, restores, and deletes. This service runs by default as the Local System account (System), and uses the permissions of the account to access the files and folders in your backup. In order to backup individual mailboxes and messages it's necessary that: The Backup Agent runs as a specific user that has a mailbox in Exchange. The Backup Agent has send-as/receive-as rights in Exchange. The Backup Agent has domain administrator privileges. 73

You can use Intronis software's User Creation Wizard to automatically create the User in active directory with all of the proper permissions and groups. You can also create the User manually to run our Backup Agent service and apply the proper permissions. In addition to running the Backup Agent as a user with elevated permissions in Exchange, it is necessary to have Microsoft's MAPI protocol installed on your computer. Our Backup Agent user logs into Exchange using MAPI, and pulls the individual messages and items out of Exchange into a temporary folder you designate in the software, where it bundles them into zip files. The zip files are then transferred to the Intronis servers. At least the following versions of MAPI are required to perform mailbox level backups: Exchange 2000: 6.0.4417.0 Exchange 2003: 6.5.6944.0 Exchange 2007: 6.5.8162.0 Exchange 2010: 6.5.8162.0 Do Not install Microsoft Office or Microsoft Outlook on your Exchange server. Microsoft Outlook contains its own version of MAPI which may not be compatible with mailbox level backups. MAPI does not support using IPV6 - If you have a server using it, the best workaround is to edit your host file to reference your IPV4 address. - That way when you attempt to ping your server in a command prompt you receive a response back containing the server's IPV4 address. If you are experiencing issues validating your installation of MAPI when you know it is installed, download Microsoft's MAPI debugging tool MFCMAPI, and attempt to connect to your Exchange with this tool. - If you are unable to connect, use the errors you find there to do additional troubleshooting. - Although if you are able to connect without error, we can work with you to perform additional troubleshooting steps. 74

Once you validate all of the necessary steps in the software to perform mailbox level backups, you can select specific mailboxes for backup and choose a number of other settings, including: Auto backup of new mailboxes Auto exclusion of deleted items Auto exclusion of junk mail Attempting to backup hidden mailboxes Note: Initial Exchange Mailbox Level backups will take longer than normal nightly backups because they involve backing up all of the individual messages that the software detects when it runs. From there on, the software will just be backing up new messages each time it backs up. Note: Because mailbox level backups are intended for archival purposes, we continue to retain messages as part of the backup, even after they have been deleted in Exchange. People frequently use their mailbox backups to meet compliance standards, so we do not have revision rules to automatically remove messages or have stray file rules that dominate mailbox backups. If you want, you do have the ability to manually delete mailboxes that you do not wish to retain out of the backup. Additional Recommendations Exchange Mailbox Level backups can overlap with Exchange Information Store backups since they use different processes. Message Level Backups outside one million messages can take a long time depending on connection speed and bandwidth availability. You can create smaller message level jobs to increase efficiency. You cannot have Outlook installed on backup server. Remember: MAPI does not support ipv6! Use MFCMAPI to help you debug issues. MAPI does not support ipv6! Edit your host file to reference your IPV4 address 75

Autotask Integration The Autotask integration enables Partners to receive daily updates from Intronis for configured accounts in Autotask. Data sent to Autotask includes: Backup notifications, mapped to a Status, Priority, Queue, and Due Date in your Autotask service desk, along with, Backup usage and local subscription values, used to update services on your accounts contracts and enable invoicing. Initial Setup Step 1: Set up Autotask to accept and properly use Intronis data. First, set up a user-defined field that allows you to link your Intronis and Autotask accounts. Log into Autotask and navigate to Admin > User-Defined Fields Create a new user-defined field called Intronis Username (case sensitive): The Field Type must be set to Text (Single Line) as shown above. There are four basic pieces to configuring your Autotask integration: 1. Initial setup 2. Ticketing setup 3. Billing setup 4. Monitoring your integration 76

Step 2: Prepare your accounts in Autotask to receive Intronis information. First, populate the user-defined field you just created for each of your accounts. Navigate to your Directory > Accounts: Click an account to open it. Once open, click options, then select Edit Account. Select the User Defined Field tab, and then enter the Intronis username for that particular account: Repeat this for each account that has an Intronis username. Next, you ll need to create a contract for each account that is used specifically for Intronis backup. This will allow integrate billing; if you ll only be integrating the service desk, you can skip this step. Navigate to Contracts > New Recurring Services Contract: Fill in the following required information: - Contract Name: Choose a contract name. This contract name must be the same for every account and is case sensitive. You ll be entering this contract name into the Intronis portal later. - Account Name: Select the account for which you d like to create this contract. - Start Date: Select the date you d like the contract to start (this is usually your monthly billing date). - End Date: Select an end date for the contract. You can click Next past the next 3 steps in the contract unless you d like to add specific information or services here. Our integration will automatically add the correct services on the contract. For more information on creating services, see Appendix B on creating services. Click Finish when you are done. Repeat this process for each account for which you populated the Intronis Username field. 77

Note: You can add services to your contracts as you create them or you can skip this step and they ll be automatically added to your Intronis Backup contract. Instructions for creating and linking services are outlined below in the Billing Setup section. Step 3: Add your Autotask account information to your Intronis account. Log into the Intronis partner portal with your partner credentials, and navigate to Admin > Integrations: Select the Autotask row and click the Setup button. You will be presented with a username and password field: Enter your Autotask credentials here. The Autotask credentials entered here should be for a user that has permissions to modify the Contract and Work Type for Projects and the Service Desk. Users with the standard System Administrator security level should work see Appendix A for more information on recommended Autotask configuration. Click OK when these fields are completed. You are now presented with the Autotask page: This page outlines the status of your Autotask integration. The Accounts tab (which is open when first visiting this page) will display all your Intronis accounts as well as the Autotask accounts they are linked to. Once you ve completed the above steps, your Autotask accounts will display next to the correct Intronis account. Alternately, you can click the Refresh Accounts button at any time to refresh this list. You are now ready to set up ticketing and/or billing integration. 78

Ticketing Setup Setting up ticketing integration means that the current backup notifications can now be automatically sent to Autotask and assigned to specific statuses, priorities, and queues. In the Autotask integration page, click on the Tickets tab: Click the Map Tickets button to start mapping your backup notifications. Add ticket mappings using the drop-down menu in the top left. You can map the following backup statuses: - Backup Complete - Backup Warning - Backup Failed - Backup Missed - No Recent Backups For each of these tickets that you d like to send to Autotask, select the appropriate Status, Priority, Due Date, and Queue from your available options using the menus in each row. When you are done, click Save. An example of completed ticket mappings is shown here. 79

Billing Setup The Autotask billing integration allows you to easily bill for Intronis backup usage and local backup subscriptions directly from within Autotask. This is accomplished by linking Intronis accounts to services and updating these services to accurately reflect Intronis usage values. For each plan you d like to map to a set of services, choose the appropriate services from the drop-down menus in each row. These will be populated with your available Autotask services. The services you choose will automatically be added to the Intronis Backup contract you created for each account if they do not already exist. In the Autotask integration page, click the Billing tab and then click Set up Billing to open the Autotask Billing wizard. Click Add Services (Item A) to map a new plan or plans. You can set up billing in one of two ways: All accounts send usage to the same services (Item B). - All plans (every account) maps to the same set of services for usage and local backup. Accounts send usage to different services based on their plan (item C). - Each plan is mapped to its own set of services for usage and local backup. This is useful if you have deferent services set up for different package amounts or a different price-per GB. A B C 80

Note: For more information on how to create services in Autotask, see Appendix B. Billing Preferences The last step in setting up billing is to determine the contract name, the usage value, and your rounding preferences for the data usage information sent to Autotask. Contract Name In Initial Setup step 2, you created contracts for each of your accounts in Autotask with a standard contract name. In billing setup, you ll enter the contract name you used in the Contract Name field (Item A). Please be sure that this name exactly matches the name you ve used when creating contracts to ensure that billing information is properly updated for each account. Usage Value There are two options for sending data usage to Autotask. 1. Update total usage (Item B). This option sends the total amount of data (in GB) that each account is using to Autotask to a single service. This is best used when billing a flat rate per GB. See the Universal Price-per-GB or the Price-per-GB by Plan billing strategies below for an example of how this is used. 2. Update additional usage (Item C). This option sends only the usage over the base plan size for each account. For example, if an account is on a 20 GB plan and is using 25 GB, only the 5 GB value is sent to Autotask. This is best used when billing a base rate for a certain block of storage, and then billing overage using a per-gb rate. See the Block Storage billing strategy below for an example of how this is used. A B C 81

Billing Strategies The Intronis Autotask integration provides a flexible interface for setting up billing integration, which allows you to bill for your service the way you d like in Autotask. Outlined below are three potential billing strategies that you may choose to follow when billing for our services through Autotask. Note: All strategies below involve billing for usage. Local backup is billed at a price-per-subscription in all cases. 1. Universal Price-per-GB This is the simplest billing strategy, and is used when choosing to bill at the same flat price-per-gb of backup storage for all of your backup customers. In Autotask, simply create the properly-named contract with no services as outlined in the Billing Setup section. In the Intronis portal, set up your billing integration as follows: - Select All Plans in the Plan drop-down. This ensures that ever account is included in this mapping. - Select a usage service. The usage for all accounts will update this service on the correct contract. - Select Update Total Usage in the Usage Value section. This ensures that every account is billed per-gb for their total usage value. 82

\ 2. Price-per-GB by plan This billing strategy is used when choosing to bill at a flat price-per-gb. Unlike the previous example, however, different accounts will be billed at a different price-per-gb. Which price-per-gb an account will get billed at will depend on what plan they are associated with, and the usage service to which that plan is mapped. In Autotask, simply create the properly-named contract with no services as outlined in the Billing Setup section. Make sure you have services created in Autotask for each price point you would like to charge. An example of three such services is displayed here. - As you can see, each service has a different Unit Price. 83

In the Intronis portal, set up your billing integration as follows: - Select a plan in the Plan drop-down. The accounts associated with this plan will have their usage and local backup information set to the services specified on this line. - Select a usage service for this particular plan. The usage for all accounts associated with the specified plan will update this service on the correct contract. - Select Update Total Usage in the Usage Value section. This ensures that every account is billed per-gb for their total usage value. 84

3. Block storage Block storage billing is useful if you d like to bill for a block of storage (for example, 20 GB) and then bill at a certain price-per-gb for any usage above that block size. This is also useful if you re including a certain amount of storage for free, and would like to bill at a certain priceper-gb after that free storage block is used. The example below will outline how to set this up for a 20 GB plan/block size; this can be repeated for each plan/block size you wish to use. In Autotask, create a contract for each account that will be billed for a 20 GB block of storage. When creating this contract, add a 20 GB block service to the contract (see Appendix B on how to create services). This service will remain on the contract but will not be updated by the integration. An example of this contract is shown below: Make sure you have a plan set up in your Intronis portal that has its Base Plan Size set to the size of the block (in this case, 20 GB). This will ensure that when you send the usage value to the service used for overages, it will not start updating this service until after the account reaches 20 GB. An example of this place is below. Please note: only the Base Plan Size value has an impact on this billing strategy; the other values are not taken into account. 85

In the Intronis portal, set up your billing integration as follows: - Select a plan in the Plan drop-down. The accounts associated with this plan will have their usage and local backup information set to the services specified on this line. - Select a usage service for this particular plan. The usage for all accounts associated with the specified plan will update this service on the correct contract. - Select Update Additional Usage in the Usage Value section. This ensures that every account is billed per-gb for any usage that exceeds the Base Plan Size value on the specified plan. Repeat for any additional plans for which you would like to bill using this strategy. Rounding Autotask can only accept whole-number values as units, so rounding is necessary. Choose the rounding method you prefer (Item A). This option defaults to round to nearest whole number. A 86

Monitoring In order to monitor your Autotask integration and ensure that it is set up correctly, notices are logged that outline any inconsistencies in your setup. For example: Intronis account is not linked to an account in Autotask Service you ve mapped to a plan in your Billing preferences no longer exists in Autotask Queue, Priority, or Status you ve mapped in your Ticketing preferences no longer exists in Autotask These notices can be viewed in the Logs tab of the Autotask Integration page. Logs can be filtered by which integration feature they deal with: Accounts Tickets Billing Or their severity level: Information Warning Error 87

Autotask Status Report Email After completing your Autotask integration, you will receive an Autotask Status Report email for any day that there are errors in your integration. This email will also include a summary of any errors present in your Logs tab from the past 24 hours. An example of this email is displayed below: 88

ConnectWise Integration The ConnectWise integration enables MSPs to receive daily updates from Intronis for configured companies in Connect- Wise. Data sent to ConnectWise includes: Backup notifications, mapped to a Service Board, Status, Priority, Required Date, and Service Type in ConnectWise, and Backup usage and local subscription values, used to update your companies agreements to enable invoicing. Search for the Integrator Login table, click it to open the table, and create a new entry. Make sure you select All Records for the access level, and make sure the Service Ticket API, the Managed Services API, and the Reporting API are selected. Under the Service Ticket API options, choose any of the available service boards, and simply enter intronis.com for the Ticket Callback URL (this is not actually used, but must be populated with something). There are four basic pieces to configuring your ConnectWise integration: Initial setup Ticketing setup Billing setup Monitoring your integration Initial Setup Step 1: Create an Integrator Login to receive Intronis information into ConnectWise. Log into ConnectWise and navigate to Setup Tables. 89

Step 2: Search for and open the Management IT setup table to add a Management Solution for Intronis backup. Set the Management IT Solution type to Custom, and enter the same value for both Name and Custom Solution Name. Login information is not required. Step 3: Search for and open the Agreement Type setup table to add an Agreement Type for Intronis backup. A unique agreement type is required in order to find and update the appropriate agreements with backup billing information. Choose an easily recognizable agreement type name. It is recommended to use the same name for Agreement Type as you used for the Management IT Solution. 90

Step 4: Create Agreements for ConnectWise Companies In order to successfully link Intronis account with ConnectWise companies and ensure billing information is correctly populated, an Agreement must be created for each company. Enter the following information: Agreement Type: Choose the agreement type created in step 3. Agreement Name: Enter an agreement name. This can be anything. End Date: Choose an end date, or select No Ending Date. Save and close this agreement. Repeat for all remaining ConnectWise companies that will be integrated with Intronis. 91

Step 5: Link Intronis Accounts with ConnectWise Companies to send information on billing and ticketing to the correct ConnectWise companies. For each company, navigate to the Management tab and create a new Management Solution. Enter the following information: Solution: Choose the solution you created in step 2. Managed ID: Enter the Intronis username of the account that will be linked to this company. Device Types: Choose Backup Stats Default Agreement: Choose the agreement you created for this company in step 4. Save and close this management solution. Repeat for all remaining ConnectWise companies that will be integrated with Intronis. 92

Step 6: Add ConnectWise Credentials to your Intronis account. Log into the Intronis partner portal with your partner credentials, and navigate to Admin > Integrations. Select the ConnectWise row and click the Setup button. You will be presented with ConnectWise Setup dialog containing all the fields required for setup: Enter the following information: - URL: Enter the URL used in the Site field when logging in to ConnectWise. - Company Name: Enter the Company ID used when logging into ConnectWise. - Login Name: Enter the username of the integrator login you created in step 1. - Login Password: Enter the password of the integrator login you created in step 1. - Management Solution Name: Enter the name of the Management Solution you created in step 2. Upon clicking OK, your ConnectWise integration will be set up and you will be redirected to the ConnectWise page. 93

This page outlines the status of your ConnectWise integration. The Accounts tab (which is open when first visiting this page) will display all your Intronis accounts as well as the ConnectWise companies they are linked to. Once you ve completed the above steps, your ConnectWise companies will display next to the correct Intronis account. Alternately, you can click the Refresh Accounts button at any time to refresh this list. You are now ready to set up ticketing and/or billing integration. 94

Ticketing Setup Setting up ticketing integration means that the current backup notifications can now be automatically sent to ConnectWise, assigned to a specific Service Board, and given a pre-defined Status, Priority, Required Date, and Service Type. In the ConnectWise integration page, click on the Tickets tab. Click the Map Tickets button to start mapping your backup notifications. Add ticket mappings using the drop-down menu in the top left. You can map the following backup statuses: - Backup Complete - Backup Warning - Backup Failed - Backup Missed - No Recent Backups For each of these tickets that you d like to send to ConnectWise, select the appropriate Service Board, Status, Priority, Required Date, and Service Type from your available options using the menus in each row. When you are done, click Save. An example of completed ticket mappings is shown here. 95

Billing Setup The ConnectWise billing integration allows you to easily bill for Intronis backup usage and local backup subscriptions directly from within ConnectWise. This is accomplished by setting up cross-references to Levels in the ConnectWise Managed Devices Integration table, and linking those levels to Intronis plans. In the ConnectWise integration page, click on the Billing tab. Click on the Set up Billing button. You can set up billing in one of two ways: All accounts send usage to the same services - All plans (every account) will be billed the same rate. This means that every account will update the same set of products on ConnectWise agreements. Accounts send usage to different services based on their plan - Each plan is mapped to its own level. This means that accounts will update a different set of products based on the plan they are on (allowing you to charge different price points easily in ConnectWise). - For each plan you d like to map, enter a Level. The level name must match a level set up in your Managed Devices Integration setup table Cross- References, and is case sensitive. See the section below for instructions on how to create cross-references in this setup table. 96

Usage Value The last step in setting up billing is to determine the way usage is sent to ConnectWise. There are two options for sending data usage to ConnectWise: Update total usage This option sends the total amount of data (in GB) that each account is using to ConnectWise. This is best used when billing a flat rate per GB. See the Universal Priceper-GB or the Price-per-GB by Plan billing strategies in the pages that follow for an example of how this is used. Update additional usage This option sends only the usage over the base plan size for each account. For example, if an account is on a 20 GB plan and is using 25 GB, only the 5 GB value is sent to ConnectWise. This is best used when billing a base rate for a certain block of storage, and then billing overage using a per-gb rate. See the Block Storage billing strategy in the pages that follow for an example of how this is used. 97

Create Cross-References Now that you have defined Levels for each of the Intronis plans you are mapping, you will need to create cross-references in ConnectWise to map those levels to an agreement type and products. Search for and open the Managed Devices Integration setup table and click to open the Management Solution you created during setup: In the cross-references tab at the bottom of the screen, click the New icon to add a new cross reference. For each level you have defined in your billing mappings, you will need to add two cross-references; one for updating backup usage (in GB) and one for updating number of local backup subscriptions: Type: Enter either BackupUsage or Local Backup (you will need to create both cross-references for each level. In the above example, another cross reference will be needed with Type Local Backup and Level Gold. Level: Enter a level you have defined in the billing mappings in your Intronis portal. This must match exactly and is case sensitive. Agreement Type: Choose the Agreement Type you created during setup. Product: Choose a product that will get updated on each company s agreement. For more information on creating products, see Appendix B below. 98

Billing Strategies The Intronis ConnectWise integration provides a flexible interface for setting up billing integration, which allows you to bill for your service the way you d like. Outlined below are three potential billing strategies that you may choose to follow when billing for our services through ConnectWise. Note: All strategies below involve billing for usage. Local backup is billed at a price-per-subscription in all cases, and still requires its own cross-reference of type Local- Backup for each level. Universal Price-per-GB This is the simplest billing strategy, and is used when choosing to bill at the same flat price-per-gb of backup storage for all of your backup customers. In the Intronis portal, set up your billing integration as follows: Select All Plans in the Plan drop-down. - This ensures that every account is included in this mapping. Enter a level for this entry. Select Update Total Usage in the Usage Value section. - This ensures that every account is billed per-gb for their total usage value. In ConnectWise, simply create the cross-reference for this level and BackupUsage type with the correct agreement type and your chosen product. Price-per-GB by plan This billing strategy is used when choosing to bill at a flat price-per-gb. Unlike the previous example, however, different accounts will be billed at a different price-per-gb. Which price-per-gb an account will get billed at will depend on what plan they are associated with, and the usage service to which that plan is mapped. Make sure you have products created in ConnectWise for each price point you would like to charge. An example of three such products (and a local backup product) is displayed below: As you can see, each product has a different price. For more information on creating products, see Appendix B below. 99

In the Intronis portal, set up your billing integration as follows: - Select a plan in the Plan drop-down. - The accounts associated with this plan will have their usage sent to the products associated with this level through the cross-reference. - Enter a level for this plan. - Select Update Total Usage in the Usage Value section. - This ensures that every account is billed per-gb for their total usage value. - Create a cross reference of type BackupUsage for each of the levels specified above, associating the correct product with each. 100

Block storage Block storage billing is useful if you d like to bill for a block of storage (for example, 20 GB) and then bill at a certain price-per-gb for any usage above that block size. This is also useful if you re including a certain amount of storage for free, and would like to bill at a certain priceper-gb after that free storage block is used. The example below will outline how to set this up for a 20 GB plan/block size; this can be repeated for each plan/block size you wish to use. - In ConnectWise, create a product to charge for the base 20 GB block: - Make sure you have a plan set up in your Intronis portal that has its Base Plan Size set to the size of the block (in this case, 20 GB). This will ensure that when you send the usage value to the service used for overages, it will not start updating this service until after the account reaches 20 GB. An example of this plan is below. Please note: only the Base Plan Size value has an impact on this billing strategy; the other values are not taken into account. 101

In the Intronis portal, set up your billing integration as follows: - Select a plan in the Plan drop-down. - The accounts associated with this plan will have their usage sent to the products associated with this level through the cross-reference. - Enter a level for this plan. - Select Update Additional Usage in the Usage Value section. - This ensures that every account is billed per-gb for any usage that exceeds the Base Plan Size value on the specified plan. - Repeat for any additional plans for which you would like to bill using this strategy. - Create a cross reference of type BackupUsage for each of the levels specified above, associating the correct product with each. - For any companies in ConnectWise that will be billed for a 20 GB base block size, add an addition to their agreement for 1 unit of the 20 GB Block product you created. Note: There are situations where un-mapping plans from your ConnectWise integration will generate Past Plans errors in you logs. For information on these errors as well as the steps for resolution, see Appendix A below. Monitoring In order to monitor your ConnectWise integration and ensure that it is set up correctly, notices are logged that outline any inconsistencies in your setup. For example: Intronis account is not linked to a company in Connect- Wise Level you ve mapped to a plan in your Billing preferences no longer exists in ConnectWise Service Board, Priority, or Status you ve mapped in your Ticketing preferences no longer exists in ConnectWise These notices can be viewed in the Logs tab of the Connect- Wise Integration page, opposite. Logs can be filtered by which integration feature they deal with (Accounts, Tickets, or Billing) or by their severity level (Information, Warning, or Error) 102

ConnectWise Status Report Email After completing your ConnectWise integration, you will receive a ConnectWise Status Report email for any day that there are errors in your integration. This email will also include a summary of any errors present in your Logs tab from the past 24 hours. The email is very similar to the email sent our for Autotask (see page 76). 103

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Section Five Avoiding Common Problems 105

Overview In addition to the best practices described in the previous pages, the are some best practices that will help avoid several common problems experienced by our Partners. These are problems that are typically caused by simple mistakes in setting preferences, notifications, or other configurations of the software. Open and Locked Files Intronis v4 is able to backup open and locked files because it uses the Windows Volume Shadow Service to copy the files to a temporary location, as they are encrypted and sent to the Intronis servers. For instance if you choose to backup your Outlook.pst file, and you have Outlook open when the backup runs, Intronis will be able to backup that file properly. Special Note: You can configure Intronis to backup files across network on another server or computer however, Volume Shadow Service does not allow us to backup open and locked files across the network. MAC Address Lock File Lock File occurs when the physical MAC address of the computer changes. Backup Agent gets blinded to the MAC address when the first backup is run, and if the MAC address ever changes it will be in the lock state, preventing backups from running. All jobs (backups/deletes/restores) will cancel immediately. You know this is happening when the logs mention lock file, mac address mismatch, invalid, unknown etc. This can be resolved by calling tech Support and asking for the lock to be reset. It can also be accomplished by re-installing the software and selecting the move computer option. 106

System State Backup Failing on Server 2008 Intronis calls the Windows Server Backup utility to create the backup and then bundle the files into a single zip file for upload. Windows Server Backup needs to be installed and you generally need 7 to 10 GB of free space on a local drive. Backups must be written to a non-critical drive (Microsoft requirement), and this drive cannot not contain operating system files or registry entries in the backup set. If your temp folder is also on this non-critical drive, you will need at least two times the size of the system state backup file in free space to successfully backup the file. Resolution Use our logs to view errors; Activity > Browse Previous Actions. Double click on a job to view logs. Search Knowledge Base for one of the common exit codes (2 & 3) Check Windows Event Viewer Application Logs for more information. When in doubt, run a command line backup in Windows using the Wbadmin. If this runs, it isolates the issue to our software. wbadmin start systemstatebackup -backuptarget:g: (Where G is target drive) 107

Unable to Connect to Servers Upon entering a username and password to setup the software you receive the message "Unable to connect to server." This message means that the software is unable to establish a secure connection to the Intronis servers. Here are some steps you can take to troubleshoot and solve the problem. View the logs in the software to see the specific message. In the top left hand corner you can click on the miniature version of our Activity button (the one with the gears). This is the software's general logs and will tell you specific errors as to why the test connection is failing. Close the software and then go to Start > Run >Services.msc. You can right click on the service called Backup Agent and restart it. You will see the software's status icon turn red and then yellow again once it has reconnected. Then re-open the interface and attempt the test connection again. After restarting our service, confirm you have entered the proper password into the software for that computer. Note: If the you changed the password to the computer from your web portal without changing it in the software this could be causing an issue. Intronis can email you a copy of the password if you are unsure what it is. Once you have confirmed you have the proper password, open a Windows command prompt and attempt to ping our servers. - The command you would run is "ping backup agent.intronis.net" Note: If you are unable to ping something, your environment may be blocking the connection to our servers. If you are not are able to ping, open a web browser and load https://backup agent.intronis.net. - You should get a warning about the site's certificate, which you can skip by clicking "Continue to this website". You will then see a message saying you need to log into the website. Note: Failing to ping the servers or to load the site via https access indicates there is a firewall issue with something blocking the software in the environment. Check any antivirus or firewall on the machine to make sure our software's installation folder under C:\Program Files\Intronis Technologies is added to exceptions. You can also try adding our executables to exceptions: - Backup Agent.exe - BackupUpdater.exe - BackupCLI.exe - BackupStatusIcon.exe 108

After adding our folder or executables, you can add our remoting port 2347 to exceptions in your firewall. This port is used for communication between our Backup Agent service and the Backup Monitor which is the interface itself. Make sure port 443 is open in the firewall and can communicate to the following addresses: backup agent.intronis.net and relay.intronis.net. You should be able to ping those addresses from another location so that you can determine their IP addresses and add them into the firewall in that way. Note: If you have added our software to exceptions, try running the Backup Agent service as another user in the environment that may have additional permissions. To do this go to Start -> Run -> Services.msc. Find the Backup Agent and right click on it. Choose Properties. Under the "Log On" tab set the Backup Agent to run as a local Administrator, a domain Administrator, or another user you have created with elevated privileges. 109

Reboot Stops Backup Agent Since the Backup Agent service performs all backups, restores, and deletes, if the service is restarted during an action or the computer is rebooted, the action will fail. You will notice this happening if the logs for a particular backup job halt abruptly without the normal cleanup actions, or if you see an Exchange or SQL job immediately switch to cleaning up the information it was just uploading. You can see computer shutdowns and Backup Agent restarts by going to Activity > View Detailed History which displays the software s general logs. Also, the application logs in Windows Event Viewer typically provide further information. Resolution Cancel a job in the software before you reboot the computer or restart the Backup Agent. Wait until the action has completed before triggering a reboot. If the status icon at the bottom right of your screen is showing a red arrow, the backup agent service must be restarted. There are two ways to restart the service, please follow the steps below. 1. To restart the Backup Agent through services panel. Select Start, right click on 'My Computer' and click 'Manage'. Under Computer Management, select 'Services and Applications' and then 'Services'. Locate the Intronis Backup Agent, right click and select restart. 2. To restart the backup agent from the system tray. At bottom right of your screen, you will see Backup Agent status icon. Right click the icon. Select 'Restart Backup Agent'. You will see the arrow go from red to yellow. Once the arrow is yellow the backup agent has been restarted. Double click on the icon to open up the Backup Agent monitor. 110

Backup Agent Won t Start If Backup Agent fails to start on a computer, perform a clean re-install of the software to pull down a new version of the catalog. Uninstall the software through Add/Remove Programs or Programs and Features in the Windows Control Panel. Then, find the installation folder (usually located in C:\Program Files or C:\Program Files (x86)) and rename the folder to indicate that this is the old installation directory. Then, re-install the software using the normal process. Don t Swap Local Vault Drives Swapping or changing local vaults is quite simply, a VERY bad idea. Why? Intronis conserves storage space and bandwidth by backing up only the files that change, and then only the parts of the file that change, the delta blocks, with Intelliblox technology. A Local Vault is an exact copy of the data stored in our cloud, receiving the same initial and incremental backup sets. Swapping a Local Vault with another drive disrupts that sequence. The new drive does not have the initial seed or previous incremental backups. What s worse, if you change the Local Vault, the original drive is longer receives updates. Resolution You can copy Local Vault drives. Simply connect a second drive to a USB and perform a copy. You are then free to take the copy offsite, keeping the original Local Vault in place. Just remember, TAKE THE COPY! 111

Deletes Deleting Flat Files and Folders To delete data, click on the Delete tab in the Backup Agent software. On the left hand side you will see the same file tree as when you click Restore. You can view files from the Browse Remote Files area, by Backup Sets, by Daily Snapshot, or by Miscellaneous data. Under Browse Remote Files, you will find files that are backed up on our servers that are still part of the backup sets. - If you delete data here, don't forget to de-select it from your backup set or to exclude it so that it is not backed up again the next time the backup runs. Backup Sets shows files stored on Intronis servers by each individual backup set. - You can see them by expanding the backup sets and viewing them by the file tree on the left hand side. - If you wish to see the contents of folders on the left hand side, click on the folder name to highlight it, and the contents will be displayed on the right hand side. Daily Snapshot will show any files backed up on Intronis servers from that date backward. - It will display any revisions of files that we backed up on that particular day so that you can delete files very granularly. To delete any of the files from these three views: Highlight the drive or parent folder the data is located in on the left hand side Select the folders or files to be deleted from the right. - Select multiple items by holding down Control on the keyboard and left clicking with your mouse. Deleting Stray Files is covered under Additional Usage, pages 44-45 of this Guide. 112

Deleting Exchange, SQL, and System State Data Exchange, SQL, and System State data differs from files and folders data because it is kept on a weekly retention scheme. When it comes to deleting any Exchange or SQL backups you can view backups by date on the left hand side of the software. Clicking on a particular week of backups will show any full and dependent incremental or differential backups on the right hand side. When deleting Exchange, SQL, and System State data, delete dependent incremental or differential backups first before deleting the full backups to which they are linked. If you choose to delete any Intelliblox full backups, you can only delete backups that do not have more recent ones that rely on them. Do not manually delete these types of backups. - Instead, alter the retention for them within the software, allowing the software to properly purge the right amount of data over time. Deleting Exchange Mailbox Data As the Exchange Mailbox plug-in is meant to be an archiving tool for your email, you should not delete the data stored there. If you do need to delete old mailboxes to save space, you can do so from the Delete tab. Since the mailbox level backup is very granular (backing up individual messages and attachments), the delete action takes longer to complete than others performed in the software because it is deleting individual items. On the left hand side of the Delete tab you will be able to view the individual mailboxes backed up by the software. To select information to be deleted, select the specific mailbox(es) from the left hand side and select any of the folders within the mailbox to delete. - Select multiple folders by holding down Control on the keyboard and left clicking with the mouse. 113

Anti-Virus Exclusions You may find that some client s machines stop running backups properly, or cannot keep the Backup Agent service started. If the client has any antivirus software installed, it may be preventing backups from running or even Backup Agent service from running. Or, when running the software installer package, it hangs up or does not properly install Intronis services. When encountering issues installing Intronis software, disable any antivirus or firewall software temporarily on the machine. In addition, many antivirus suites have local and administrative interfaces. From time to time, adding exclusions in the local interface is insufficient. If the antivirus suite comes with an administrative agent, you will need to add exclusions there as well. We have experienced blocking of Intronis software installation with the following applications: Microsoft Security Essentials Sophos Symantec Endpoint Protection Spyware Doctor Trend Micro AVG With these programs, disable the real time protection and/or temporarily disabling the services associated with the products. Once you actually get Intronis software installed, add our software s installation folder to exceptions from real-time scans, network filtering, firewall, etc. IE: C:\Program Files\Intronis Technologies\Backup Agent In addition, add these five executable files to the exclusion list: BackupAgent.exe BackupCLI.exe BackupStatusIcon.exe BackupUpdater.exe BackupMonitor.exe You may also need to enable outbound connections on port 443 or 2347, which is the port Intronis Backup Agent uses to communicate to the BackupMonitor (the interface). We also typically advise excluding any Local Vault/Temporary directories within antivirus suites as well. Some antivirus programs (e.g. AVG) will either block transference of data to these directories or will flash annoying notices about BackupAgent.exe s attempt to work within these directories. To avoid problems with anti-virus programs, disable the real time protection and/or temporarily disable the services associated with the products. 114

Keep Your Private Key Safe In the simplest terms the encryption key is the key to restoring your data. When you backup using Backup Agent, your data is encrypted using AES 256 bit military level encryption before it is send to our servers for storage. Your encryption key is what allows you to decrypt the data when performing restores and makes your data readable on your computer. The key is 48 characters in length and can be chosen as either a private key or managed key. A private key is completely user defined, meaning you decide exactly what 48 characters comprise your encryption key. Since you define what the key is with a private key, you are responsible for keeping that key in a safe location which you access in the event your computer crashes. Unfortunately if you do not have your private key when you need to restore files, you will be unable to restore them. A managed key is an encryption key tied to your username and password, and is generated by Intronis. You don't need to keep a copy of your managed key or even to remember it. The Intronis system remembers it for you. If you have one type of encryption and would like to switch to another, Intronis would need to perform a full account reset from our side. This reset, purges the data for an account from our side, and makes the account as if you had never backed up with us, allowing you to pick the type of encryption key you would like when you reinstall the software. If you chose to not use a managed key or have upgraded from an earlier version of Backup Agent, it is necessary to export and save your encryption key in a safe place. This encryption key will be needed in the case you need to restore your data. Open the Backup Agent Monitor by selecting Start->All Programs->Intronis Technologies->Backup Agent Monitor. You can also double click on the status icon in the System Tray. Select 'Preferences' In the General Settings expand the 'Encryption Key' section. Click Save and save it to the desired location such as a USB Thumb Drive. If you wish to print out the key you can choose Print. 115

Special Notes: Please preserve the encryption key in a safe place that you can access in the event of any damage to your computer backing up with us or any environmental disaster that may happen to your home or office. If you lose your private encryption key, we will be unable to recover your data because it is encrypted on our servers. And remember, when you choose the private key option, each account gets its own private key. Do not assume the same key applies to all accounts. 116

Proper Procedure for Switching Between Local & Online From time to time, partners will back up data to either the cloud or to a Local Vault, and then want or need to change the backup location from one to the other. If the Local Vault backup has been accomplished with the Local Only Backup option, you must follow the these steps in order to change the location of this backed up data. Delete the data from its location by using the Delete tab in either the installed software or the web portal. Delete the backup set in question. Create a new backup set and specify if it is Online/In Local vault or Local Only. Please refer to this Knowledge Base article for setting up Local Only backups: https://my.intronis.com/support/?kbid=kbbase919sino RTNI. Backed up data must deleted from its original destination before sending it to a new destination because the file catalog (catalog.fdb) records when a file is backed up and will retain the file in its original destination. Therefore, if you were to create a new backup set with a different destination without first deleting the backed up data, only new files and changes to existing files would be written to your newly chosen destination. The original data would remain where it was previously backed up. Note: As this procedure may be prone to errors, Intronis suggests you perform the procedure under the guidance of one of our Technical Support engineers. Backed up data must deleted from its original destination before sending it to a new destination because the file catalog (catalog.fdb) records when a file is backed up and will retain the file in its original destination. 117

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Appendices 119

Appendix A Troubleshooting Autotask Although the Autotask integration is designed to work with most standard Autotask configurations, issues may arise due to the way Autotask is configured. PERMISSIONS After setting up your integration, you may receive an error in your logs that states the following: Autotask reported a failure with the response The logged in resource does not have the adequate permissions to create this entity type. This error is an indication that the Autotask credentials you supplied when first setting up the integration do not have all of the correct permissions to update billing and/or ticketing. This is required in order for each item to be correctly updated through the integration. It is recommended to use the permissions of (or equal to) the System Administrator role when setting up your Autotask integration. ALLOCATIONCODEID After setting up your integration, you may receive a warning in your logs that states the following: Autotask reported a failure with the response Value does not exist for the required field AllocationCodeID on record number [1]. AllocationCodeID is a field sometimes used when creating a Service Desk ticket, and is not a required field in standard Autotask configurations. The message above indicates that this field has been made required. In order to remedy this issue, perform the following steps in Autotask: Navigate to Admin -> Workflow Policies and scroll down to Service Desk. Set Require Work Type Name field for service desk tickets to one of the two following options: - Not Required - Only required in Autotask application. SUBISSUE TYPE After setting up your integration, you may receive a warning in your logs that states the following: Autotask reported a failure with the response Missing Required Field: SubIssue Type. ; on record number [1]. Issue and Sub-Issue are fields sometimes used when creating a Service Desk ticket, and are not required fields in standard Autotask configurations. The message above indicates that these fields have been made required. In order to remedy this issue, perform the following steps in Autotask: Navigate to Admin -> Workflow Policies and scroll down to Service Desk. Set Require Issue and Sub-Issue Type fields for service desk tickets to one of the two following options: - Not Required - Only required in Autotask application. 120

Appendix B Creating Services in Autotask As explained in the Billing Setup section above, the billing integration updates an Autotask account s contracts by adjusting Services on that contract. For each contract, two services are used: one for usage, and one for local backup. In the Intronis portal, you can map all plans or any individual plan to two specific services. However, if you do not have any services created in Autotask for use with online backup, you ll need to create them so that they are available when setting up billing in the Intronis portal. For information on how to create services in Autotask, please visit this Autotask online help article: https://ww3.autotask.net/help/default_left.htm#starttopic=c ontent/quickstart/usingautotaskhelp.htm When creating a usage service, make sure that the Unit Price is equal to the amount you d like to charge per GB of backup storage. When creating a local backup service, make sure that the Unit Price is equal to the amount you would like to charge per local backup subscription. If you are billing by block of storage (see Appendix C), make sure that the Unit Price is equal to the amount you would like to charge for the entire block of storage (e.g. a 50 GB block of storage may have a unit price of $100.00). 121

Appendix C Past Plans Errors in ConnectWise The ConnectWise Billing integration works by updating products on your ConnectWise agreements with the correct units for either usage (in Gbs) or local backup subscriptions. The products that are updated on each agreement depend on how your cross-references are set up, and which plan the account is on (as plans are mapped to levels, which through cross-references tell ConnectWise which products to update. When we send updated usage and local backup information to ConnectWise to update the correct products, we also attempt to zero-out any products that were previously being updated through a different plan. For example: The account abcdental is on the plan Gold Backup. Through the billing mappings, Gold Backup is mapped to the level Gold, which defines that Product A should be updated for usage. Abcdental is switched to the Platinum Backup plan, which is mapped to the Platinum level and updates Product B for usage. The next day when billing is synced, Product B will be updated with the correct usage. Since abcdental was previously on the Gold Backup plan, we will also attempt to update Product A and set it at zero. If however, Gold Backup is no longer mapped to a valid level or has been deleted, the integration will return a past plans error. Past plan errors are displayed on the Accounts tab of the ConnectWise integration page for any account that currently has a past plan error. For each of these accounts, it is recommended that their Agreement in ConnectWise be doublechecked to ensure that only the current/proper products are showing usage. Once this is confirmed, you can reset the list of past plans for any account generating past plan errors by selecting the account in the accounts tab, and then clicking the Reset Past Plans button. 122

Appendix D Creating Products in ConnectWise As explained in the Billing Setup section above, the billing integration updates a ConnectWise company s agreement by adjusting Products on that agreement. For each agreement, two products are used: one for usage, and one for local backup. In the Intronis portal, you can map all plans or any individual plan to a level, which is then mapped to products in the Managed Devices Integration table s cross-references. However, if you do not have any products created in Connect- Wise for use with online backup, you ll need to create them. Choose a unique Product ID. Enter a brief product description. Choose a category/subcategory of Managed Services/Managed Services. Choose a product type of Fixed Cost Service. Choose a product class of Non-Inventory. Choose a Unit of Measure of Month. When creating a usage product, make sure that the Unit Price is equal to the amount you d like to charge per GB of backup storage. When creating a local backup service, make sure that the Unit Price is equal to the amount you would like to charge per local backup subscription. Enter a brief customer description. Click Save and Exit. 123

Appendix E Using the Less Included Field in Connect- Wise In some cases, partners may choose to use the Less Included field in their ConnectWise agreement additions. This field can be used instead of choosing to send only additional to update the usage on ConnectWise agreements, or in cases when a number of local backup subscriptions should be included by default. Whatever number is included in the Less Included field in an agreement s addition will be subtracted from the Units, which are being updated by Intronis. Click the Additions tab. This tab should list the additions that have been created for both backup usage and local backup by the integration: Click the addition for the product on which you d like to set a Less Included value. Enter the number of included units (either Gbs or local backup subscriptions, depending on which addition you are editing). Click Save and Exit. In order to set the Less Included field: Navigate to an agreement under one of the companies linked through the integration. Click to open the agreement. 124