Frequently Asked Questions

Deciding What to Buy

Is there a money-back guarantee?

YES. We are so sure you’ll love FractalBackup we offer a full 30-day money-back guarantee.

Which plan should I buy?

There are 4 simple plans, each with their own pricing programs. Extra

Bronze Plan: Includes 10GB of compressed, deduplicated storage
Silver Plan: Includes 20GB of compressed, deduplicated storage
Gold Plan: Includes 50GB of compressed, deduplicated storage
Platinum+ Plan: Includes 100GB of compressed, deduplicated storage

We offer a 30-day money-back guarentee.

How is storage calculated for a business with multiple computers/servers?

All organization data is pooled. This value includes data backed up to our servers. So if there are 5 computers with the Silver (20GB) Plan and a server on the Platinum+ (100GB) Plan, the entire organization shares 200GB of compress, deduplicated space on our server.

I've got 20GB of files on my computer. How much space am I using on the server?

FractalBackup uses a unique data compression and deduplication process. Depending on the type of files selected for backup, we've seen results as high as 60% (ie. 100GB of selected files = 40GB of space on our servers). Typical results are between 25% and 40%.

Is FractalBackup available outside of Canada?

While FractalBackup is a Canadian ownded and operated service, we can offer this service to anyone with an Internet connection, worldwide.

How do I buy?

Please visit our online store at www.fractalinc.ca/fractalbackup/buy-now/pricing to purchase the plan that works for you.

How do I download?

You have two ways to download. Download Instructions

If you already have an account , you can download from FractalBackup Online: On the Devices page, click Add a New Device.
If you don't yet have an account, you can download from the FractalBackup website: On the Buy Now > Download page.

What payment methods do you accept?

We accept payment via Visa and MasterCard.

What happens if I go over my subscription's allotted storage?

Your backup continues if you exceed your plan's allotted storage. We'll just bill you for your overage at your plan's regular rate (calculated per GB) for however many GB you use. There is no additional overage penalty.

What if I have more than 50 computers?

If you have more than 50 computers to back up, please contact sales@fractalinc.ca.

What happens when I add computers to my monthly plan?

Your billing rate is automatically adjusted to accomodate the additional computers.

How are you measuring storage?

We use the decimal system to measure storage: 1 TB = 1000 GB. Remember, this measurement is based on the compressed, de-duplicated amount.

Renewing / Changing / Ending Subscriptions

Will my subscription automatically renew?

Yes, all FractalBackup plans are set to automatically renew.

Can I change between FractalBackup plans?

Yes, you can. Please contact us at sales@fractalinc.ca to discuss with your account manager.

Can I use my existing FractalBackup account email address to sign up for another FractalBackup account?

No. You must either:

Choose a different email address for your FractalBackup account OR
Add more devices to your existing account

What is your refund policy?

When you buy any annual FractalBackup subscription, you are paying for our backup / storage service in advance. Your service will remain available for backing up and restoring files until your expiration date, even if you decide not to continue backing up before your subscription ends. Contact Support with any questions.

There are no refunds for partial months used.

Security

What type of encryption does FractalBackup use?

FractalBackup uses 448-bit Blowfish encryption

Can I use FractalBackup and FileVault together?

Yes. FileVault 2 (Mac OS X 10.7-10.8) is full disk encryption and no special configurations or action is required to use FractalBackup with FileVault 2.

To use FractalBackup together with FileVault (Mac OS X 10.4-10.6), you have two choices:

Back up the giant file vaults - these are virtual disks. You'll only be able to restore the vaults in their entirety, never a specific file. OR
(Recommended) Remove FractalBackup and reinstall. When installing, use the Customized mode to install FractalBackup as the user that owns the FileVault. Backups occur only when you're logged into your computer, as that is the only time FractalBackup is able to see the individual files. FractalBackup supports one FileVault per computer.