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 or backup space?

In most cases licenses and backup space are automatically setup upon payment being received. If your order requires manual review it can take up to 24 hours to deliver your key or backup space.

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 R1Soft'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 offer a single license type that will work for both physical and VMs. There is no price difference or separate license at this time.

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.

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 R1Soft directly.

Where are the servers located?

No matter where you are we have a backup location near by, below are our current backup locations. Please contact us if you have a recommendation for a new location. You can choose your location during the sign up process:

• * Gunzenhausen, Germany
• * Phoenix, AZ USA
• * Chicago, IL USA
• * Montreal, Canada
• * Amsterdam, Netherlands

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 R1Soft 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 R1Soft directly.

What R1Soft versions do you offer?

We can provide licensing for the latest versions of R1Soft 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 R1Soft or higher if I have a 2.0 license key?

Yes, your existing CDP 2.0 licensing will not function with the current R1Soft 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:

Minimum
Atom Processor
4 GB Memory
RAID-1 Storage

Recommended
Dual Core Processor or better
8+ GB Memory
RAID-6 Storage

How many systems can I backup to a single R1Soft 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 R1Soft 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.
You can run the agent on and backup an OpenVZ node and containers. You can NOT run the agent inside of an OpenVZ container due to the way the kernel is shared.