Wild Blue Online Backup Services Frequently Asked Questions (FAQ)
Billing FAQ's

  1. What is an Online Backup Service?
  2. Can we test the software before we buy it?
  3. Is it possible to download a demo version of the Exchange or SQL plugin?
  4. Does it make sense to use Online Backup if you have a slow Internet connection?
  5. What files should you select?
  6. How do you delete files from the Backup server?
  7. Should you also have a local backup in addition to online backup?
  8. What is the Personal Recovery CD?
  9. What do you do if there is trouble connecting to the server or performing a backup?
  10. Can you backup open and locked files with the online backup software?
  11. What is a FastBIT backup?
  12. Why is FastBIT important?
  13. Do you have a chart for Bandwidth Requirements?
  14. What platforms does Wild Blue Backup support?
  15. Can you backup other platforms with my Wild Blue Backup Client software?
  16. How does the licensing work?
  17. What is the Secret Key?
  18. If I change my secret key, can I still restore old data?


  1. What is an Online Backup Service?
    An Online Backup Service is an Internet-based service that allows computer users to routinely backup and recover their important data using a secure and trusted server on the Internet.

    If you use your computer to create and save valuable data for business or personal reasons, you should make some type of backup of your important data to prevent a total loss in the event of any kind of system failure or human error. Simple data backup can be done by saving your data to multiple locations, copying the data from its original location to removable media, another hard drive, or another computers hard drive on the network.

    To make this task easier, specialized programs known as Backup Software exist to aid users in regularly making a backup copy of their data. Since some users are not interested in managing the tasks necessary for maintaining their own backups, a new breed of backup software was created, known as Online Backup Software. Online Backup software is designed to routinely copy your important files to a private, secure location on the Internet by securely transmitting your data over your existing Internet connection.

    If you have a working Internet connection on your computer, you can use Wild Blue's Online Backup Service to keep your important files safe from disaster on a daily basis.

  2. Can we try the software before we buy it?
    Sure! You can download a 15 day trial of our online backup service, or you can send an e-mail to our sales department at to discuss which of our packages are right for you.

  3. Is it possible to download a demo version of the Exchange or SQL plugin?
    The exchange and sql plugins are actually included in the demo client when you download the client. There is nothing more to install on the client machine besides the Wild Blue Backup software. The plugins are initially installed with a 30 day demo license.

  4. Does it make sense to use Online Backup if you have a slow Internet connection?
    Depending on the speed of your connection and the size of your backup, your initial backup over the Internet may take several hours. Many people with large backup sizes and slower Internet connections will often run their first backup over the weekend. Once the first backup is completed, each subsequent backup is usually a small amount of data that can be backed up in just minutes over a slower dialup connection.

    Our software can also resume a canceled backup, so you can start the backup during your slow times and cancel it during your busy times. The next time you start the backup, it will pick up from where it was canceled until the entire backup is complete.

  5. What files should you select?
    In general, you can avoid backing up any programs that you can reinstall from a purchased CD, such as Microsoft Office (Word, Excel, etc.). Why pay for storage for "stuff" you can easily re-install? Try to focus your selection on things like your "My Documents", "My Pictures" or "My Music" folders and data files of your important programs like accounting, income tax, contact management, etc. Your online backup software comes with predefined filters, which allow you to automatically select categories of files without knowing where all the files are located. See the software's Help section on Filters to learn how they can be used.

  6. How do you delete files from the Backup server?
    In order to control how much data is stored on the online backup server, your online backup software allows you to view all of the data stored on the server and selectively remove files from the server. To view the data stored under your account, run your online backup software and click on the folder tab labeled "Restore". In the left windowpane, Right-Click on the Desktop icon and select "Get Volume List from Server". This will show you each computer that has been backed up to your account. Now you can navigate the folders to see what data is stored on the server. To delete files, click on the button with the Red "X" to enable the Delete Files mode. Mark any files you wish to delete by clicking your mouse in the empty box next to the file(s) you wish to delete. Click the "Delete Files Now" to issue the command to delete the selected files from the server. WARNING: Once a file is deleted from the server, it can no longer be restored.

  7. Should you also have a local backup in addition to online backup?
    It's up to you. We encourage people to do both local and remote backup for absolute protection. Users that want an added level of protection will perform local backups in addition to their online backup. Local backups can allow you to backup ALL of your files, while the online backup is a great way to automatically store your critical files off-site. When it comes to your important data, you can never be too safe. Since everyone has different needs, NovaStor sells a wide variety of backup software and services to help you find the one that best fits your needs. Visit www.wildbluebackup.com/buy.htm to view all of our great backup and data protection products.

  8. What is the Personal Recovery CD?
    The Personal Recovery CD is a service that offers copies all of your data from our servers onto CD(s). This allows you to restore the archive of your data from a CD without requiring an Internet connection. This is great for keeping long-term archives of your data or restoring large amounts of data without connecting over a slow Internet connection.

  9. What do you do if there is trouble connecting to the server or performing a backup?
    Contact Wild Blue Backup's support department for assistance during normal business hours (8am - 5pm PST). You can also view the technical support section of our web site for some helpful information. Visit http://www.wildlbuebackup.com/support.htm.

  10. Can I backup open and locked files with the online backup software?
    In the case of many backup software programs, files and databases that are in use during the backup may not get backed up successfully because they are locked to prevent any other program from altering the data. To solve this problem, Wild Blue's Online Backup can be used with the optional SQL and Exchange Plug-ins to make sure that these open and locked database files get backed up successfully. Additionally, Online Backup now has Open File Backup protection which takes advantage of Microsoft's VSS Option ensuring open files are not skipped.

  11. What is a FastBIT backup?
    The FastBIT patching process is the core technology behind our speedy backup service. The patching process involves the comparison of two different versions of the same file and extracting the differences between the files. When the differences are extracted from the two files, they are saved into a new file and compressed into what is known as a Patch. The patch file is often 85% to 99.9% smaller than the file which the patch was extracted from originally.

    In order to perform a FastBIT backup, the software has to backup the files 3 times: the first backup is a full, the next backup will perform an incremental, and the third performs the first FastBIT backup. For more information about FastBIT patching process, click here.

  12. Why is FastBIT important?
    If you are an end-user, the efficiency of FastBIT will dramatically reduce the time required to backup your data from any network location, include slow dialup connections.

    If you are the server administrator, FastBIT will minimize your overall bandwidth utilization for a large installed base. FastBIT will also provide the most cost-effective method of storing ongoing file histories for every user. FastBIT backups can be 15 times smaller than the nearest competitor. That means Wild Blue will only need 10 Gigabytes for user data that would need up to 150 Gigabytes of storage using competitive software for the same amount of user data.

  13. Do you have a chart for Bandwidth Requirements?
    It's very difficult to analyze those requirements because of all the variables added by FastBIT. However, the basic formula is pretty simple:

    Take the expected size, in MB's, of the data you might see in a day, divide it by the amount of seconds in the day and divide that number by 8 to obtain MB/Sec Bandwidth. This will result in the required bandwidth (MB/Sec) needed to sustain 100% load throughout the day.

    Example: Let's say we have 500 users sending us an average of 600MB per month (this is about what we see at the NovaStor Online Center), then the formula follows:

    600MB * 500Users = 300000MB (300GB) / 30days (per month) = 10000MB Per Day (10GB) / 86400seconds (1 day) = 115.74Kb/sec * 8 (to convert to MB/Sec) = .93MB/Sec or about 61% of a full T1.

    Of course, this assumes that you have full saturation throughout the day, which isn't going to happen. It typically gets a bit peaky around noonish and around midnight, so to accommodate the mean, you should probably have a 30% overhead, which in the above case, would translate to just about a full T1 (1.5MB/Sec).

  14. What platforms does Wild Blue Backup support?
    The software can be installed on any Windows 98SE, Me, NT, 2000, 2003 (.NET), XP & Vista computer. The Client software communicates to the Backup Server using the TCP/IP protocol.

  15. Can you backup other platforms with my Wild Blue Backup software?
    Wild Blue's software will only run natively on Windows 98SE, Me, NT 4.0, 2000, 2003 (.NET) and XP. If you want to backup computers with other operating systems, it is possible. Here's how... Since Wild Blue Backup supports mapped network drives and the Network Neighborhood, it can backup data from any computer that is accessible via the network. A single Wild Blue Client can backup the local computer and any number of local or remote network computers using NovaNet-WEB's powerful user interface.

  16. How does the licensing work?
    Each computer is required to have its own license. A network drive is considered a computer and would need its own license. Please contact our sales department for pricing and details.

  17. What is the secret key?
    The secret key is a special text string used to encrypt all data that is stored on the server. The secret key can be changed at any time in between backups or restores. If the secret key is forgotten or lost, the Backup Server administrator may not be able to recover the data on the server.

  18. If I change my secret key, can I still restore old data?
    When you change the secret key, the previous secret key (and all keys before it if any) are encrypted together using the latest secret key. This way, you need only remember the latest key and do not have to be troubled with remembering, potentially, many keys from past changes. See this flowchart for more on the logic behind the secret key.

WILD BLUE BACKUP ONLINE SERVICES BILLING FAQ

  1. How do I get started?
  2. What happens if I exceed my quota?
  3. How do you calculate my billing?
  4. How can I get a receipt for the services billed to my credit card?
  5. How do I change my billing information?
  6. How do I cancel my online backup service?


  1. What happens if I exceed my quota?
    with Wild Blue Backup you have no quota to worry about. You are charged for the space used on the server.

  2. How do you calculate my billing?
    Monthly Billing Customers - On a monthly basis, we will compare your pricing plan to your actual storage usage and determine your costs for that month. If your storage usage is below that amount of storage provided in your base plan, no additional charges will be processed. If your storage usage is greater than your base plan amount, an additional charge is calculated based on the additional increments of storage space needed to accommodate for your storage usage for the month. A new calculation is performed every month to determine the billing total for that month.

    Monthly Billing Example:
    Base Plan: $9.95 per month for up to 500 MB of storage;
    Additional Storage: $5.95 per month for each additional 250 MB

    Scenario 1 - Actual Storage Usage = 425 MB
    (Cost=$9.95; 425 MB is less than the allowed 500 MB for the base plan)
    Scenario 2 - Actual Storage Usage = 895 MB
    (Cost=$21.85; $9.95 for 500 MB, 2 x $5.95 for each additional increment of 250 MB)

    Annual Billing Customers - When you purchase an annual plan, you purchase a certain amount of storage for an entire year. For instance, a customer that purchases a 500MB annual plan can store up to 500 MB on the backup server for an entire year. Each month, your storage usage is compared to the storage allowed by the annual plan that was purchased. If any additional storage is being used, a charge for the additional storage will be processed for that month. This additional charge only applies for months where the storage usage exceeds the amount allowed by the base plan that was purchased.

  3. How can I get a receipt for the services billed to my credit card?
    Your reciept will be mailed to you at the end of each billing cycle.

  4. How do I change my billing information?
    Send us an e-mail at or call us at (702) 267-6630.

  5. How do I cancel my online backup service?
    We never like to see anyone cancel their online service, but in the event you must cancel your service, please send us an e-mail at and please provide your complete contact information including address, phone & E-mail along with your Username and Password for the online backup service. You may also call us at (702) 267 - 6630 and speak with someone regarding the cancellation of your online backup service. Once an account is canceled, the data may be permanently deleted, so if you want a copy of your backups, please consider a Personal Recovery CD prior to cancellation.
Backup Software, ©1999 - 2007, Wild Blue Inc.
All Rights Reserved.
Updated March 28, 2007