Frequently Asked Questions
What payment methods do you accept?
At this time we accept Visa, MasterCard, American Express, and Discover Network credit cards. We also accept payments via PayPal and check.
I've ordered. When will I receive my license?
Depending on how many agents have been requested and the processing time it may take up to 24 hours to receive your licensing. We strive to get your license to you at the time of purchase but some cases require some processing time. You will receive an email with your pooled license key once they are available.
What is the difference between Idera Server Backup and R1Soft CDP?
Nothing! There is no difference. Idera Server Backup is the new name for the continous data protection software.
What is your cancellation policy?
We require a 24 hour notice of cancellation before your next billing renewal date, this assures licenses are not renewed that are not needed. We only accept cancellations via the "My Account" portal either via a support ticket, removing agents, or the explicit cancellation link.
Is there a money back guarantee?
At this time we do not offer a money back guarantee, all information about our services is listed on the website and on Idera's website. If something is not clear or you have questions please contact us prior to ordering so there are no misunderstandings.
Is there special pricing for VPS or VM licenses?
We will be offering special VM licensing sometime in the first quarter of 2013. If you're interested please let us know.
Do you offer any discounts if I purchase multiple licenses?
Yes! If you order multiple licenses you can reach our Bulk or MegaBulk pricing tiers. During the order or upgrade processes you'll see the pricing adjust automatically.
- Normal 1−9 Agents - $7.95 per agent
- Bulk 10−19 Agents - $6.95 per agent
- MegaBulk 20+ Agents - $5.95 per agent
- Additional agents for hosted backup space are $4.95 regardless of the amount.
There are currently no discounts for bulk VM agent purchases.
How much is the MySQL addon or how do I add it?
The MySQL addon has recently been re-named to just "database addon". This addon is now free and included automatically with all license purchases!
I already have a license, can I add agents I purchase from you to it?
Unfortunately no, a server can only accept one license key and we can not combine our keys with keys purchased elsewhere - even from Idera directly.
Hosted Backup Space
Where are the servers located?
All backups are currently located at the DuPont Fabros CH1 Facility in Chicago, IL, and the Hetzner facility in Gunzenhausen, Germany. All of our servers are on 1 Gbps dedicated network connections.
What speeds can I expect to get with backups/restores?
Our backup servers connected with 1 Gbps WAN connections. In real life tests under heavy load we see a range from 100 Mbps - 300 Mbps from Chicago, IL to our backup server located in Germany. There are of course many factors involved with this and speeds will vary. Another example would be an OpenVZ VPS restore of 10 GB and 500,000 files will generally take 40 minutes.
What type of RAID are you using?
All of our backup servers are setup in a RAID-6 configuration for maximum protection against unexpected drive failure for your important data.
Can I use the cPanel plugin with the hosted backups?
Yes, you can create an A record off of a domain of your choosing that points to our backup server. This will direct your clients to the backup server via the domain in question, they will never see anything about R1SoftLicenses listed anywhere.
What if I need to add additional agents to my backup space?
The first agent with your managed backup space is included at no charge. Each additional agent is just $4.95 and includes all the enterprise features such as the database addon and archive functionality. You can add additional agents via your account portal at any time.
How do I generate a new license key?
If you need to re-generate your Idera license key or upgrade from CDP 2.0 to higher please contact us via the account portal.
Who provides support for the software?
We provide front line support for your licenses, if we're unable to solve the problem we will escalate the issue to Idera directly.
What Idera versions do you offer?
We can provide licensing for the latest versions of Idera Server Backup, including both Windows and Linux operating systems as well. If you require R1Soft CDP 2.0 licensing please contact us via My Account or our Contact Us page, as we do not offer it via our standard order form.
Is a new license required for the latest version of Idera or higher if I have a 2.0 license key?
Yes, your existing CDP 2.0 licensing will not function with the current Idera version or higher. Please contact us via My Account to upgrade to CDP 3.0+.
What are the hardware requirements for servers?
The following are our minimal and recommended specs:
4 GB Memory
Dual Core Processor or better
8+ GB Memory
How many systems can I backup to a single Idera server?
500, however we generally see 50 as the optimal amount. This of course depends on the frequencies of your backups and how often the files change on the servers being backed up. Please contact us with your specific needs so we can make a recommendation.
Can I install the Idera Server Backup agent on a virtualized system?
Yes, as long as the VPS or VM meets the minimum requirements.
Can I backup X virtualization type?
Yes, however there are some limitations. With container based virtualization such as OpenVZ you can backup the whole system and easily restore specific files from any VPS. However with non container based such as KVM, Xen, VMWare, etc you would need one VM Server Backup agent per VM in order to have granular file restores.