FAQ
Why is backing up online important?
Whether at work or at home, chances are you have a lot of important data stored on your computer. It doesn't matter if it’s holiday photos or that spreadsheet you’ve been working on since last week – your data is precious.
WAN backup (our WAN backup Service) can take the hassle and stress out of your daily, weekly and monthly schedule, automating what was once a chore and safeguarding your data against hard drive crashes, virus attacks, theft and even natural disasters.
Stored offsite, your data is held securely in our data centres, encrypted using 256-bit encryption, accessible only by you and available for use should the worst happen.
What security assurances can you offer?
Your data is stored in our secure and robust data centres, protected by twenty-four hour security and regularly checked by our engineers. Only we have access to our servers, ensuring the best possible protection for your files.
When your data is encrypted, compressed and sent across a SSL channel, only you have the encryption key – this information is not transferred to our servers. Decryption can only ever occur when you, the user, uses your private encryption key. This method of transfer and encryption provides you and your data with outstanding security.
Who can access my data?
The second your data leaves your computer to be transferred to our servers, it is encrypted. The use of SSL channels and a 256-bit encryption key means that only you, the user, can access your data. Without the encryption key, any data would appear scrambled and completely unreadable to unauthorised viewers, and your encryption key is never transferred to our servers.
How do I know my data is safe?
Your data is backed up to SOS' datacentres, that are themselves backed up to other redundant storage. Unless the data is lost on the local drive, the data server and the redundant server all at once, your data is always preserved.
How much does the service cost?
Our WAN backup service starts at a very competitive £1/GB per month. For more information, please see our pricing page.
Is my internet connection adequate?
The WAN backup service we offer only transfers new or altered data, avoiding redundant and sometimes bandwidth-heavy processes. Additionally, all data that is transferred is compressed, and this means the connection requirements fall within average broadband limits. The result is efficient and optimum usage and fast transfer times for you.
An Internet connection, preferably broadband, is all you need! For more information about Wanstor Broadband, please click here.
Is there a data transfer/storage limit?
We operate a limitless data transfer and offsite backup policy – there is no imposed limit on the amount of data you wish to transfer or backup, leaving you free to backup as many times per day or week as you wish.
How often can I run a backup?
You are able to backup your data as often as you wish, and this is easily scheduled to run automatically.
Is it available to use if I work from home?
Yes, our WAN backup system is so easy to set-up and use you can use it even if you are working at home. All you need is an Internet connection (preferably broadband) and any transfer/storage is possible.
How do I know if a backup has been completed successfully?
We manage your WAN backup account for you, ensuring your data has the best possible protection. You do, however, have access to a portal where you can check the progress of your WAN backups and make any changes you require 24 hours a day.
What happens if my server fails and I need to restore it?
Our WAN backup software is able to quickly complete a full restore of the entire server operating system, data, applications and settings onto another physical server. If local backup isn't available (i.e. there is no access to the building), Wanstor can restore the entire system from the WAN backup stored at our datacentre.
How long will it take to restore my data?
Your data can be restored quickly and efficiently if the local store is available. Where the local store is not available, it will take longer to restore your data.
Can I get access to my files at any time?
Yes - access is given to the local backup device for restores. Restores from the datacentre are available 24 hours a day, 7 days a week.
Can multiple computers or servers be backed up using one account?
You are able to backup as many computers or servers as you need using one account, as long as you have specified enough storage capacity.
Can you backup exchange and SQL?
Yes, please see our features page for a full list of supported databases and servers.
Do I need to do anything before backup?
Before you run a backup, you should close all open programs when your work is complete, but don’t shut down your computer. The WAN backup occurs automatically via our software, and for this reason it is important to leave your computer running while the process runs. If necessary, our software can be configured to automatically shut your computer down once the WAN backup process is complete.
Can any file be selected for backup?
You are encouraged to backup any files, folders or directories which can then be transferred and stored safely on our servers. Application and execution files (e.g. .exe files), should not be selected for backup.
Please remember that you cannot retrieve any files that have not been selected for backup as they will not have been transferred to our servers.
How long will it take to backup my data?
The time it takes to complete the backup process depends on several factors that are listed below:
- How many files you have selected to be backed up
- The total size of files selected to be backed up
- The speed of your Internet connection
- The types of files that are being backed up - some files compress better than others i.e. Word documents etc.
Please get in touch with us if you would like a more accurate estimate
For a rough idea of file transfer times, please use our online file transfer calculator.
How long will my data take to transfer?
Depending on your Internet connection, your data transfer time is set by your upload speed. You can find out how long your transfer will take by referring to the table below:
| Transfer Rate | Data per Minute | Data per Hour | Data per Day | Data per Week |
| 256 Kbps | 1.83 MB | 109.86 MB | 2.64 GB | 18.46 GB |
| 512 Kbps | 3.66 MB | 219.73 MB | 5.27 GB | 36.91 GB |
| 768 Kbps | 5.49 MB | 329.59 MB | 7.91 GB | 55.37 GB |
| 1 Mbps | 7.15 MB | 429.15 MB | 10.30 GB | 72.10 GB |
| 2 Mbps | 14.31 MB | 858.31 MB | 20.60 GB | 144.20 GB |
| 3 Mbps | 21.46 MB | 1.29 GB | 30.90 GB | 216.29 GB |
| 5 Mbps | 35.76 MB | 2.15 GB | 51.50 GB | 360.49 GB |
| 8 Mbps | 57.22 MB | 3.43 GB | 82.40 GB | 576.78 GB |
| 12 Mbps | 85.83 MB | 5.15 GB | 123.60 GB | 865.17 GB |
(Kbps = Kilobits per Second | MB = Megabytes | GB = Gigabytes)
Similarly, to download backed up data from our servers in the event of data loss, corruption or theft, your transfer speed will depend on your Internet connection’s download speed.
Where are your datacentres located?
Our datacentres are located in the heart of London.
Why do I need a password?
The files that are backed up on our servers are protected by a password you select. The only way to retrieve these files once they have been transferred is by using your password. This password is only known by you and is not something that we have access to – this keeps all your data only viewable by you, the user.
Alternatively, you may opt out of encrypting your files, but this offers far less security and protection for your data.
I have forgotten my password, how can I retrieve it?
Simply call our 24 Hour Help Desk on 020 7592 7860 and we will reset your password for you (this is only possible after you have validated your account).
I have forgotten my login details, how can I retrieve them?
Don’t panic! Call our 24 Hour Help Desk on 020 7592 7860 and we will confirm your login details for you (this is only possible after you have validated your account).
What support is available to me?
Should your questions not be answered in our FAQ, or you have a problem you would rather discuss over the phone, please contact our Technical Support team at 020 7592 7860. Our engineers are available to help you 24 hours a day, whatever the problem.
Alternatively, you can fill out our contact form.
