Is Total Recall completely secure? How quickly can I restore any lost files, data or emails? Will Total Recall slow down my network? Can I access my files from out of the office? What if I lose my password? Who do I contact if there is a problem? Are there any limitations on the service – the number of PCs or amount of information that can be stored? What if I get a new server? What if my server breaks completely and I need a new server? What about software upgrades? How do I download and use the free trial? Are there any differences between the free trial version of Total Recall and the full version? How can I convert from a free trial to the full version? How often are my files and data backed up? What can and cannot be backed up Are you insured in case the data is lost? How do I confirm backups are taking place – and see which files were backed up? How can I retrieve files with Total Recall? Why can't I see a file that I backed up a while ago? Retrieving Files without the Total Recall software How (and when) do I pay the monthly subscription fee? Where to get your billing questions answered

Is Total Recall completely secure?

Yes. All your data is encrypted on your server before it is transmitted over the internet via an- encryption 128-bit symmetric key. The data is backed up to one of our HP servers at our secure data centre located in Berkshire. The data centre has the highest available security and communications structure with 24 hour CCTV, independent back up power supplies and temperature controls to guarantee permanent availability. As an extra precaution, we back up your data to a second secure data centre at our offices in Canary Wharf. Access to the data and files is protected by a password that is only held by you.

How quickly can I restore any lost files, data or emails?

If you only want to recover a small number of files, you can do that, at any time. There are no limits on the number of times you can restore files or the quantity of information recovered. However, if your server is unavailable, you can switch automatically to your back up data with just one phone call. We will then have your replacement server online and available within 15 minutes.

We can supply you with a new hard disk drive or new server loaded with all your data – and your only cost is the price of the new hardware.

Will Total Recall slow down my network?

No. Because once we have taken an initial copy of your files, database and emails, Total Recall only backs up the changes you make during each day. We advise all our clients to install a 2mbps ADSL or SDSL line to guarantee that there is no impact on their network.

Can I access my files from out of the office?

Yes. Total Recall allows you to view, amend and save any file from your back up server - even if your own server is unavailable. This means that, in the event of a major failure or disaster, your staff would be able to work remotely or from home.

What if I lose my password?

If you lose your password, we can, at your request, retain the password on our system and supply this to named individuals who can answer specific security questions.

Who do I contact if there is a problem?

Our IT Helpdesk has a team of experienced IT engineers who can provide advice on how to back up and restore your files. The Helpdesk, based at Canary Wharf in London, already helps over 300 clients based across the UK and abroad. There is no limit on the number of calls you can make to the helpdesk during office hours whether you are backing up or restoring your data. We can arrange out of hours support for an additional monthly charge. There is no limit to the number of recoveries you make.

In addition, you will have your own personal Account Manager who can help answer your initial queries and then oversee all administrative issues for your account.

Are there any limitations on the service – the number of PCs or amount of information that can be stored?

No, there are no limits or restrictions on the service. You only pay for the number of computer users whose data you wish to back up and restore.

What if I get a new server?

If you change one or more of your servers, we will need to take a new copy of the data and files retained of that server. You will need to notify your Account Manager that you are changing your server and we will arrange to copy the data once the server has been set up. There are no additional charges for this service.

What if my server breaks completely and I need a new server?

While you are waiting to fix your server, your employees will continue to be able to open, amend and save all documents over the internet using your back up. Once you have decided to replace your existing server, we can provide a hard disk containing all your data back to your offices for you to copy onto your new server within 24 hours. Alternatively, we can load your data onto one of the stock of new servers that we hold and ship it back to you within 24 hours – all you pay is the cost of the new server.

What about software upgrades?

From time to time, changes are made to the Total Recall software that will improve performance or add new features. When the new version has been thoroughly tested, this new version will then automatically upload the next time your data is backed up. There is no action required on your part and the screens you see to use the service will not change.

How do I download and use the free trial?

Simply click here to register. We just need your name, company details, telephone number and email address. If you have any troubles with the process, please feel free to contact technical support via email at totalrecall@connect.co.uk

Are there any differences between the free trial version of Total Recall and the full version?

Yes. Although the software and set up are exactly the same in both versions, there are two important differences. First, there is a limit on the amount of data that you can back up with the trial version. With the full version, you can back up as many files as you like. Second, although you can restore any files you have backed up in the trial, we can only allow you to send and receive new email if your server were to be unavailable when you are using the full version.

How can I convert from a free trial to the full version?

Simple. Just email totalrecall@connect.co.uk with your name and contact details and we will call you back to sign you up.

How often are my files and data backed up?

Total Recall backs up all your files regularly? throughout the day and night.

What can and cannot be backed up

Total Recall is intended to protect your critical data files, not the commercial software that you install. However, if you had a system crash, you can continue to use your computers with the software loaded onto your desktop or laptop computer. If you wished to re-install your software we advise our clients to use the original CDs or disks provided.

We recommend that you not back up multi-media files (such as mp3s) unless they are business critical. Their size and sheer volume would make it costly and lengthy to restore via the Internet.

Are you insured in case the data is lost?

Your data is backed up to two servers, one located at our offices at Canary Wharf in London and the other at a secure data centre outside the M25. However, as an extra precaution to cover any unforeseen disaster, we have professional indemnity of £5m.

How do I confirm backups are taking place – and see which files were backed up?

We send you a daily email to let you know that the back up over the previous 24 hours has been successful.

You can also confirm that any back-ups have occurred by checking the Total Recall log. Here's how:

• Open the Total Recall software.
• Click the Log tab.
• Highlight the log for any session that you want and then click the View Details button (bottom of window).

Each log lists every file that was marked as needing to be backed up, and ends with a summary of the backup session.

How can I retrieve files with Total Recall?

• Click on the Retrieve View tab in the Total Recall software on your PC.
• Click on the "ReStore" button at the bottom of the page.
• Choose which files, and from what time frame you would like those files.
• Click the box next to the file you want, and then click "ReStore Files."
• You will have the option to rename the file, or redirect it to another folder, so it does not have the same name as another file on your PC; then the file will be retrieved.

Why can't I see a file that I backed up a while ago?

Restore View defaults to displaying the most recent version of your files. To see older versions, select the required date from the drop down menu at the top . A description of each of the options can be found by clicking the Help button.

If you still don't see the file, set the display to 'Show all files' to see all available versions.

Retrieving Files without the Total Recall software

You can retrieve your backup files from any computer that has internet access. Use Microsoft Internet Explorer to go to: http://backup.connect.co.uk

To log in, enter your username and then your password

To select files:

• Click the box in front of the file(s) that you want to retrieve.
• Complete your selections.
• Click "Prepare Selected Files for Download."
• After the file preparation process is finished, you may add more selections or go directly to the Download Files tab.
• On the Download Files page, click "Here" next to each file that you want to download.

Note: Be prepared with your account information before you go to use the web restore feature. For directions, go to Account Information.

How (and when) do I pay the monthly subscription fee?

Payment is by invoice and Direct Debit unless otherwise agreed. The frequency of billing is normally monthly in advance unless otherwise agreed. A copy of the Direct Debit Instruction form can be obtained here.

Where to get your billing questions answered

Submit a Billing Enquiry via a Support Request.