logo for Autonomy
 
Connected Backup for PC and Mac FAQ for Group Plans
Contents

Installation and Setup

Automatic Backup, Easy File Retrieval: How Connected Backup for PC and Mac Works

Account Information

Account/Community Options

Backing Up Files

Retrieving Files

Retrieving Files with the Connected Backup for PC and Mac software

Retrieving Files with MyRoam/web restore

Retrieving Files from CD or DVD (Windows only)

Billing

Support Center Administration Help

Privacy and HIPAA

Installation and Setup

  • Where do I get the Connected Backup for PC and Mac software for small businesses?
    Download your Small Business subscription service Connected Backup for PC and Mac software from the Plans page.

    Back to Top

  • How do I register a new account?
    You will be given registration login codes by the Autonomy Small Business subscription service administrator so that you may register accounts. These codes enable you to log in to the Autonomy Data Center. You must use the registration login codes when prompted by the Connected Backup for PC and Mac agent during registration. Please keep your registration login codes in a safe place. If you change the registration login, you will be denied access.

When you connect to the Autonomy Data Center for the first time, you will be assigned an account number that identifies the computer that you will be backing up. This is a unique account number and can only be used for the computer on which the software is installed and for which backups will be made. You will also be given the option of printing your account information. We urge you to print the information. It contains details of your account that will be needed later on.

Back to Top

  • How many accounts can a computer have?
    Each computer requires its own account number, so the answer is one. If you have more than one desktop or laptop with data you want to protect using this service, you must install the Connected Backup for PC and Mac software on each computer (each with its own account number).

Unique account numbers enable the storage of vast amounts of data from computers around the world to be stored without losing track of it. The account number identifies which files belong to which computer.

Back to Top

  • How are version upgrades handled?
    From time to time, Autonomy makes changes to the Connected Backup for PC and Mac software that will improve performance or add new features. When the new version has been thoroughly tested, it is released to our customers. Your version is then upgraded the next time you back up. There is no action required on your part and you will always have the latest version.

    Back to Top

  • Can individual accounts be moved into my Small Business community?
    Some customers may have started an individual account and now would like to move the account to their Small Business Service community. Because the Small Business Service accounts have a different configuration, it is not possible to move the individual account to the Small Business subscription service community.

You can either:

Keep that individual account active and leave it as an individual account.

Uninstall the individual account and replace it with a Small Business Service account. Uninstalling your Connected Backup for PC and Mac software.

If you choose to uninstall the individual account and replace it with a Small Business Service account, do not forget to Cancel your individual Connected Backup for PC and Mac account.


IMPORTANT: If your question is not answered in the FAQs, please complete a Support Request.


Back to Top

Automatic Backup, Easy File Retrieval: How Connected Backup for PC and Mac Works
  1. Install the Connected Backup for PC and Mac Agent (a small piece of software) on the computer(s) you want to protect.
  2. Allow the Agent to select the files to back up, or select the files yourself.
  3. Connected Backup for PC and Mac does the rest. Your information will be available for easy retrieval, up to the last time you were online.

Automatic Backup
Connected Backup for PC and Mac offers the first user-friendly, automated method to protect the information that resides on your company's desktop and laptop computers.

Rather than relying on CDs, Zip drives or floppy disks, the Connected Backup for PC and Mac subscription service automatically backs up your computers to the Autonomy Data Center through a secure Internet connection, employing the same encryption technologies used by the U.S. government to transmit classified data. In fact, the information that's backed up and retrieved is encrypted right at the desktop or laptop, and remains encrypted both in transit and in storage. No other service offers this level of security.

Easy Set-Up
Connected Backup for PC and Mac deploys a small software Agent to each protected computer to aid in the backup and retrieval of data. Download and installation of the Connected Backup for PC and Mac Agent takes just minutes. The Agent allows the scheduling of regular backup times, forcing of unscheduled backup, file retrieval, CD/DVD ordering for stored data and user log review.

Once an initial overnight back up is done, subsequent backups take place automatically with no user intervention needed. Connected Backup for PC and Mac is so efficient, update backups can typically be done in the few minutes it takes to read email, even over a dial-up connection.

On-Demand Data Retrieval
When the time comes that they're needed, stored files are easily accessed from the computer where they originated. If that computer is unavailable for any reason, files can be retrieved to any computer with an Internet connection. (See Requirements, below.) All it takes is a few mouse clicks. Individual files are instantly accessible, and customers have told us they've done complete bottom-to-top computer data restorations in as little as an hour.

Comprehensive & Faster Than Fast
How can Connected Backup for PC and Mac back up all your company's information in just a few minutes per day? The answer lies in our patented, best-of-breed data reduction and compression technologies.

Delta Blockô - This patented technology ensures that, once a file has been backed up, only changes to that file are backed up next time around. The amount of total data sent is much smaller than would be otherwise, enabling a quicker backup even over dial-up connections.

SendOnceô - Another patented technology, SendOnce prevents extra copies of shared or duplicate files from being stored. So you don't end up wasting time and space to store the same files over and over again.

Together, these data management tools allow Connected Backup for PC and Mac to maintain a complete and up-to-date backup copy of all your company's data, available only to your authorized users, whenever and wherever you need it.

Requirements Connected Backup for PC and Mac subscription service provides automatic back up and easy retrieval for computers that fit the following parameters:
Operating System:  Windows 98, Windows ME, Windows NT4 SP3 or higher, Windows 2000, Windows XP SP 1 or 2, Windows XP Professional, Windows XP Tablet PC Edition 2005, Windows XP Home Edition, Vista Home Basic, Vista Home Premium, Vista Business, Vista Ultimate, Vista Enterprise, Mac OSX 10.4 and 10.5, multiprocessor
Processor: P486/66MHz or higher (Pentium recommended), Intel Core Duo, Core Solo or Core 2 Duo
Memory: 256 MB RAM (512 RAM recommended) on all  Windows operating systems, 2GB RAM required on Mac
Web Browser: Internet Explorer 6.0 or higher, Safari 2.x or later

Back to Top

Account Information
  • How can I tell what version I have?
    You can identify your version by opening the Connected Backup for PC and Mac software by selecting Help | About.

    Back to Top

  • Where do I find my account information?
    Your Account Number appears on the Home screen of the Connected Backup for PC and Mac Agent and under Help | About.

You can log on to the Account Management web site to change your password or edit your profile information.

If you do not have the Connected Backup for PC and Mac software on your computer, you will have to ask the Connected Small Business Service administrator at your organization to access this information for you.

Back to Top

  • Are account numbers unique to each computer?
    Each computer using Connected Backup for PC and Mac has a unique account number. The account number is assigned when you connect to the Data Center for the first time after signing up for a plan. It is associated with the computer where the software is installed and the backups will take place.

If you have multiple computers, you will have multiple accounts. If you have several accounts, they may all be charged to the same credit card. By having a unique account number for your computer, data that you back up from that computer will be recoverable even if the account is moved to a new computer. If you want to share backups between computers, distinct account numbers enable you to do that as well.

If you have an account but do not have the Connected Backup for PC and Mac software on the computer for which the account was opened, you will have to ask the Connected Small Business Service administrator at your organization to access this information for you.

Back to Top

  • How is data retrieval safeguarded?
    Once you have established an account, you create a password for it. A password must contain a minimum of 6 characters. It can be changed whenever you wish.

You can use the Account Management web site to change your password. In the Connected Backup for PC and Mac Agent, select Manage Your Account Online to get to the Account Management web site. After logging in, select Edit Profile and click Change Password. Follow the online instructions to change your password.

Back to Top

  • How do I request my account information?
    If you have forgotten your Account Number and do not have access to your account, you will have to ask the Connected Small Business Service administrator at your organization to access this information for you.
IMPORTANT: If your question is not answered in the FAQs, please complete a Support Request.


Back to Top

Account/Community Options
  • How do I uninstall the Connected Backup for PC and Mac software?
    Confirm that the Connected Backup for PC and Mac software is closed. For Windows, select Start | Settings | Control Panel | Add/Remove Programs | Connected | Remove. Your version of Windows may vary slightly, but you should be able to approximate these instructions.

For Mac, select Applications | Autonomy | Connected Backup. Then double click on Uninstall Connected Backup application. Then click the Uninstall button.

Note: If you attempt to remove the software by deleting it (Recycle Bin/Garbage), the software will not be completely uninstalled. However, after you uninstall it according to the directions above, some files or folders may remain. It is all right to delete those; they are no longer needed.

Back to Top

  • How do I reinstall the Connected Backup for PC and Mac software?

  • Log on to the Account Management web site and select Reinstall Agent. Follow the online instructions to download and install the software.

    Back to Top

  • How do I move/restore/reinstall an account to a new computer or hard disk?

  • What you will need: Email address and password that you used when you registered the account.

Log on to the Account Management web site, select Reinstall Agent, and download the reinstall executable of the Connected Backup for PC and Mac software.

Save the download to your hard disk and remember where you save it.

When you are ready to restore your account, run the downloaded program by double clicking on it.

Each account is associated with a specific account number and computer name. If you install the software on a computer that has a name that is different from the computer where you originally installed the software, the Agent prompts you to move the account when you attempt your first backup from that computer.

Back to Top

  • How do I cancel my Connected Backup for PC and Mac account?

  • To cancel a Connected Backup for PC and Mac account in your Small Business subscription service community:

Look up the account in Support Center.

Select the radio button Cancelled (or select Change Status from the Tools menu).

(Optional) Choose a status message from the drop-down menu. This message will be displayed to the user of the account if he or she tries to use the account after it has been cancelled.

In the text box, enter a justification (reason) for canceling the account. Click the Change Status Now button. For more information, see Support Center Administration Help.

Back to Top

  • How do I cancel my Small Business subscription service community?
    To cancel your Small Business Service Community, which would cancel all your current accounts within your community, please go to the Small Business Community Cancellation Form. Please have your customer number and credit card number used to bill the community available.
IMPORTANT: If your question is not answered in the FAQs, please complete a Support Request.

Back to Top

Backing Up Files
  • How often can I do a backup?

  • You may back up your data as often as you like, as long as your computer is turned on and connected to the Internet. The easy-to-use Connected Backup for PC and Mac Schedule option lets you set days and times for your backup to automatically happen.

    Back to Top

  • How can I tell what files are being backed up?

  • Your Connected Backup for PC and Mac Agent will automatically detect and back up your data and system files that are located anywhere on your hard disk to ensure full-system backup and recovery. Data files are files that you create, such as documents, spreadsheets, and preferences that you defined in software that you use. A total of 10GB (system and data files) per individual desktop/laptop account may be protected. Temporary files, Internet cache, and streaming media are automatically excluded.

    Back to Top

  • How can I confirm backups are taking place?

  • The easiest way to confirm that your backups are taking place is to check the Agent History. Here's how:
    Open the Connected Backup for PC and Mac software.
    Click the History tab.
    Highlight the entry for any session that you want and then click the View button (bottom of window).
    Each log lists a summary of the session, lists every file that it backed up, and lists errors if the backup of a file failed.

    Back to Top

  • How can I view the files that were backed up?

  • The easiest way to determine what files were backed up is to check the Agent History. Here's how:
    Open the Connected Backup for PC and Mac software.
    Click the History tab.
    Highlight the entry for any session that you want and then click the View  button (bottom of window).
    Each log lists a summary of the session, lists every file that it backed up, and lists errors if the backup of a file failed.

    Back to Top

  • What can and cannot be backed up?

  • The Connected Backup for PC and Mac service is intended to protect your critical data files, not the commercial software that you install from disk or CD. If you were to have a system crash you would be better off re-installing your software so that essential information could be written back into the registry database that is part of your operating system.

We recommend that you do not back up multimedia files. Their size and sheer volume would make it costly and lengthy to restore via the Internet. Although you could order a CD or DVD of your backups, it is generally cost-prohibitive, possibly costing several hundred dollars.

The Small Business subscription service versions of the software are not configured to recognize network drives.

Back to Top

  • What is the file retention policy?

  • The most recent 10 versions of each file backed up are retained on the Data Centers for 90 days.

Files you delete from your computer are retained on the Data Centers for 90 days.

Files you deselect from your backup set are retained on the Data Centers for 7 days.

Back to Top

  • How do I select/deselect files in Backup Set Tab?

  • See the How-to video, or follow these instructions. When you click the Backup Set tab, a scan of your hard disk is initiated. Upon completion, a list of files needing backup is displayed.

    To remove files from the backup set:

    • Click the box in front of a file or folder name to clear it. The file will then be removed from the backup set.

    To add files to the backup set:

    • Click an empty check box in front of a file or folder name. The Agent displays a green check if the file is selected for backup.
    • An empty check box indicates the file is NOT selected for backup. Click the check box to select the file for backup.

    Back to Top

  • How do I use "Find" to locate a particular file?

  • Using the Find feature is a fast and easy way to locate a specific file. You can use Find in Backup Set tab and the Retrieve tab. Simply type all or part of the file name and folder where the file is located.

HINT: When entering a long file name, or one that you aren't sure of, use an asterisk (*) as a wildcard symbol. An asterisk can be inserted at any point in a file name in place of characters that you aren't sure of, or you don't want to bother typing. There's only one rule: Don't use two or more asterisks in succession; use one at a time as a placeholder.

Example 1: For a file named My Resume.doc, type *resume.doc. This tells Find to look for all files that end in resume.doc.

Example 2: For a file named Peaches and Cream.jpg, you could type P*and*.* or P*and*.jpg or Peach*.jpg

If you don't see the file that you want with your first try, click Find Next until you do find it. You can click Find Next as often as needed; it will cycle through the list no matter where your starting point is.

If you are looking for an older file and are unable to locate it, select Show All from the Show Versions list at the top of the window.

Back to Top

  • What does this message in the Log mean: "0 Files backed up"?

  • There are several circumstances that may prevent files from being backed up:

You cancelled the backup. Normal backups will resume without error.

You ran a second backup immediately after another backup, so there were no changed files.

Files needing backup were open. Close all files that you want backed up.

Insufficient resources on your computer, such as not enough free hard disk space, not enough available RAM, too small a page file, open files, or numerous background processes.

An outbound connection to the Internet could not be made. See Connections.

Backup Schedule is set to 'Backup On Connection To Network' and there were no changed files since your last backup. No action required; backups will resume normally when there are changed files.

The Connected Backup for PC and Mac software is installed in the same folder with the files you are trying to back up. Application programs, such as the backup software, should always be installed in a folder of their own, not mingled with files from other programs.

A synchronization error occurred, in which case the details of the log would show a Diagnostic with reference to 'Base hash count.' (Contact Support via a Support Request.)

Back to Top

  • How can files be deleted from storage?

  • File management is automatic. Autonomy maintains the following data retention settings on our Data Centers for Subscription Service Customers:
    • Files older than 10 versions or 90 days are deleted, but your most recent version is always kept.
    • Files that have been deleted from your system will be deleted from the Data Centers 90 days later.
    • Files that you backed up then de-selected from your backup set will be deleted after 7 days.


    Back to Top

  • Where is my data is stored?

  • When an account is opened, it is assigned to a mirrored pair of Data Centers that are geographically separate. Because the Data Centers are identical, backups and restores can be made to or from either one of them. The software automatically handles the connection for you. The redundancy of a mirrored pair increases the security of stored data. Additionally, the Data Centers are themselves backed up. Further, duplication permits maintenance to be performed without interrupting the service.
     

IMPORTANT: If your question is not answered in the FAQs, please complete a Support Request.

Back to Top

Retrieving Files

Retrieving Files with the Connected Backup for PC and Mac software

  • How can I retrieve a file I backed up?
    • Click on the Retrieve tab in the Connected Backup for PC and Mac software on your computer.
    • Click on the "Retrieve Options" 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 Retrieve.
    • You will be prompted to rename the file so it does not have the same name as another file on your computer; then the file will be retrieved.

    To locate a specific file, use the Find feature. Type all or part of the file name and folder where the file is located.

    Back to Top

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

  • The Retrieve tab defaults to displaying the most recent version of your files. To see older versions, click Show Versions (top of screen) and select the view that you want. 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 versions of all files'; then use the Find feature.

Back to Top


Retrieving Files with MyRoam/web restore

  • How do I use MyRoam to retrieve files?

  •  
    • Log on to the Account Management web site and select Retrieve Files with MyRoam.
    • Select a folder in the left pane to display a list of folders and files.
    • Click the box in front of the file(s) that you want to retrieve.
    • Complete your selections.
    • Click Retrieve.
    • After the file preparation process is finished, select Continue.
    • Follow the displayed download instructions to download the ZIP archive file that contains the files you selected for retrieval.

    Back to Top

  • Why donít I see my latest backup with MyRoam/web restore?

  • The list of your backups that MyRoam receives from the Data Center remains on MyRoam for 24 hours. So, if you log in within 24 hours of your last login, you will see the same list of files that you saw the previous time. If you backed up during that period, you last backup won't be displayed.

For retrieval of files that were backed up within the 24-hour time frame, use the Connected Backup for PC and Mac Agent software if possible.

Back to Top


Retrieving Files from CD or DVD (Windows only)

  • What's on a CD/DVD and how do I use it?

  • When you order a CD/DVD of your backups, you will receive a copy of all files associated with your account number. We are not able to offer selected files or dates.

Also on the CD/DVD is a copy of the Connected Backup for PC and Mac software. You run the Connected Backup for PC and Mac software from the CD/DVD. Written instructions are included with every media order.


Back to Top

  • How do I order a CD/DVD of my backups?

  • There are three ways to order a CD/DVD of your backups:
    1. Contact the Autonomy Small Business subscription service administrator at your organization who can order media through Support Center. For more information on ordering media, visit Support Center Administration Help.
    2. If you have the Connected Backup for PC and Mac software up and running, use it to order an account CD/DVD:
    • From the menu bar, select Operations | Order Media. Select a shipping method.
      Fill in the shipping label with a street address (no P.O. boxes) then click OK. Read the order confirmation message then click OK to transmit the order. Optional: Click on the Log tab to view the log showing your media order.
    Note: The number of CDs/DVDs required to hold all your backups may affect the cost of your order. See the next section.

     

    1. If your computer is out of commission or you do not have the Connected Backup for PC and Mac software installed on your system, or you prefer to order through Support, complete a Support Request. You will receive a copy of all files associated with a specific backup set. We are not able to offer selected files or dates.

      Also on the CD/DVD is a copy of the Connected Backup for PC and Mac software. You run the software from the CD/DVD. Written instructions are included with every media order.

      Back to Top

  • What are the charges for CDs/DVDs?

  • $24.95 USD for a set of 3 CDs/DVD, plus shipping and handling: see chart below. If more CDs/DVDs are required to hold your total backups, there is a charge of $20 USD for each additional CD/DVD. Shipping and handling is a flat rate, regardless of the number of CDs/DVDs in your order.
    CDs/DVDs, per order*:
    1-3 CDs/DVDs, $24.95 set
    4-up, $20 each
    S&H, per order*:
    Ground - $4
    2nd Business Day Air - $11
    Next Business Day Air - $20

    *Shipping charges for continental U.S. orders only. For Shipping outside the continental U.S., please submit a Support Request. All pricing in USD.

Each CD holds approximately 650MB of compressed data. Each DVD holds approximately 2.5GB of compressed data. To estimate the number of CDs/DVDs needed to hold your backups, submit a Support Request.

Note: It is not possible to selectively include specified files on a CD/DVD. A media order includes all the files that are stored at the Data Center for a specific backup set.

Prices are subject to change without notice.

IMPORTANT: If your question is not answered in the FAQs, please complete a Support Request.

Back to Top


Billing
  • How and when do I pay the subscription fee?

  • We accept payment by credit card only. The billing information is requested upon the request for the service. You will be billed monthly on the anniversary of your start date. So, if you chose to start the service on the 15th of the month, that's when you will be billed each month.

All new accounts will be charged a non-refundable, $50.00 (U.S.) set-up and origination fee*. Service charges will be incurred monthly, in arrears, to a single credit card, based on actual number of individual accounts deployed as of the billing date. An email will be forwarded at the time the credit card is charged, providing detail on the charges. In addition, customers may obtain more detailed information via Support Center.

NOTE: A minimum monthly charge of $89.75 for five (5) seats will be incurred for every small-business customer, even if actual seats deployed for that month are fewer than five (5).
*Set-up and origination fee will not be deducted from subsequent bills.

Back to Top

  • What if I need a receipt?

  • Your monthly credit card statement is your receipt of charges. It will contain a transaction for each charge from Autonomy. Autonomy charges the card according to the billing information provided when signing up.

    Back to Top

  • When is the last charge made on a cancelled account?

  • Charges cease immediately upon cancellation of an account. You will not receive any charges after your account has been cancelled.

    Back to Top

  • How do I update billing information?

  • To update your Small Business Service billing information, log in to the Account Management web site.

    Back to Top

  • How do I get my billing questions answered?

  • Complete a Billing Inquiry.
IMPORTANT: If your question is not answered in the FAQs, please complete a Support Request.

Back to Top

Support Center Administration Help
  • How do I find an individual account (search)?

  • To locate the account you want to manage, use the Account Search function, as follows. Click the word "Accounts" at the top of the navigation tree.
    To do a quick search, type a search term in the box and click Search. Or, click Advanced Search for a more complex search. In both the basic and Advanced Search windows, you can use the percent sign (%) as a wild-card character. This symbol matches one or more characters, so for example, the search term re%d would match red, read, or reserved.
      Basic Search
      In the Basic Search box, you may enter a last name (or part of a last name), and email address (or part of it), or an account number. If you chose to search for an account number, you must enter the full number; you cannot search on part of the number, nor can you use the wild-card character in an account number search.
      Note: If you enter a name or email address in the Basic Search box, Support Center will only return active ("in use") accounts. If you wish to search for accounts that are On Hold or Canceled, you must use Advanced Search.
      However, if you enter an account number in the Basic Search, all individual accounts are searched regardless of status.

      Advanced Search
      The Advanced Search window allows you to specify a field to search on. You may also specify a second field to narrow your search further. Unlike the Basic Search window, which only searches the name, email address, and account number fields, the Advanced Search window offers you the opportunity to search on several other fields. You can also use the "with status" drop-down to search accounts with a specific status.


    Back to Top

  • How do I cancel an account?

  • Look up the account you want to cancel (Finding an account) and then click the Account Status.

Select the radio button Canceled (or select Change Status from the Tools menu).

(Optional) Choose a status message from the drop-down menu. This message will be displayed to the user of the account if he or she tries to use the account after it has been cancelled.

In the text box, enter a justification (reason) for canceling the account. Click the Change Status Now button.

Note: To cancel your entire Small Business subscription service community, which would cancel all your current accounts within your community, please go to the Cancellation Form. Please have your customer number and credit card number used to bill the community available.

Back to Top

  • How do I order a CD/DVD (Windows only)?

  • Look up the account you want to order CDs/DVDs for (Finding an account) and then select Order Media from the Tools menu. (Optional) Click the Calculate button to calculate how many discs will be required to make a CD/DVD archive of the account's data. This will assist in determining the price of the CD order.

The Shipping Label fields are already filled in with the user's address information from the Data Center's records. If desired, you can change any of this information. Select a shipping method from the drop-down box. (Note: if the CD is being shipped to a post office box, Ground shipping must be used.)

Click the Submit Media Order button.

Back to Top

  • How do I view account activity?

  • To view an account's activity history, locate the account (Finding an account) and then select "Activity" from the "Account History" menu. By default, activity from the last 30 days is displayed. You can change the number of days, or change the base date.
      Summary of the Account View
      The following section summarizes the features that are available from the Account View.

      Account Summary
      The Account Summary pages show general information about the account. Some types of information may appear as links; you can click any one of these links to change that information (for example, click the "Account Status" link to change the account's status).

      Status menu
      The Status menu allows you to view a variety of information about the account. The Status menu contains the following items:
      Summary - takes you to the Account Summary page, described above. This is the page that displays by default when you first select an account. User Info - allows you to view and change information about the user to whom this account is assigned, including the user's name, address, and email information. Software Profile - allows you to view information about the Connect Backup for PC and Mac Agent configuration on the user's system, including the version of the Agent that is running, the features enabled, the operating system in use, and so forth.

      Tools menu
      The Tools menu allows access to the various tools and functions you can use on the individual account.
      Note: Based on your Support Center permission set, some of these options may not be available to you.
      Set Password - allows you to set or change the Account Password
      Order Media (Windows only)- allows you to order a CD/DVD archive of the account's files
      Change Status - allows you to change the account's status (this is the same as clicking the "Account Status" link on the Account Summary page)

      Account History menu
      The Account History menu allows you to view the history of the accounts activity and status changes.
      Activity - view the account's activity history, e.g., backups and retrievals
      Changes - view changes that have been made to the account, e.g., change in account status, change of user information, etc.
                    > Log in to Support Center
    IMPORTANT: If your question is not answered in the FAQs, please complete a Support Request.

    Back to Top

Privacy and HIPAA

The Connected Backup for PC and Mac software sends and stores data in an encrypted, archived format that is not accessible to users who do not possess the encryption key and password for the account that backed up the data. We employ strict policies on releasing this secure information.

No software is HIPAA compliant. Autonomy makes their software as secure as possible by allowing the ability to password protect your Agents (Connected Backup for PC and Mac client software), keeping audit trails of activity, and having industry-leading security standards. It is the responsibility of the customer to ensure that proper security is installed and used by the end user.

If a subpoena is issued, Autonomy's attorney's will review the subpoena. If Autonomyís legal team determines it is valid, data will be supplied on a CD/DVD encrypted. Instructions and a decryption key will be provided.

IMPORTANT: If your question is not answered in the FAQs, please complete a Support Request.

Back to Top