FAQ

You will find in this FAQ answers to frequently asked questions. However, if you want more information  send us your question, we will respond to it as soon as possible.

General questions

• What if I already have a backup system on tape?

                                                                                                                       
  Wooxo replaces all backup systems and provides many additional benefits to multi-supplier solutions.

• What are the benefits of Wooxo Backup ?

  Unlike tape, Wooxo Backup backs up not only the machine on which it is installed but all the workstations in your network.

  Wooxo writes data to hard disk and three separate places unlike tapes where the data writing is magnetic and therefore much more sensitive.

  Wooxo automatically backups your data daily, without human intervention, and stores it in three separate places.

• Why trust the backup system Wooxo ?

  We are committed to a results obligation. A recovery operation with alternative classic backup software does not work.

  Wooxo Backup controls the entire storage of all data at the time of the backup and not during the recovery process like your current software. The information is therefore available immediately.

Technical characteristics

• Is your backup system multi-platform ?

  Yes, Wooxo Backup is compatible with the Windows, Linux, AIX, Solaris, Mac OS X and L’AS400 environments.

• From what version is it possible to back up a SCO Unix server?

  An agent running on the SCO 5.0.7 or higher. The Windows backup agent is compatible with Windows 2000 to 2008 in 32 and 64 bits. This agent communicates with the Wooxo through the following channels:

  • Agent to Wooxo: port  6666 => port 6666 must be open leaving from the workstation to Wooxo                 
  • Wooxo to the agent: port  6667=> the port 6667 must be open entering on the client workstation to receive the orders for the Wooxo back up
• Which versions of AS / 400 are compatible and which not with Wooxo?

  There is no issue as to whether it is a compatible version or not, you simply have to have a protocol for Ethernet connexion.                                                     

• Does your backup require human intervention?

  No, Wooxo is fully autonomous and automated. 

• When and how quickly are the backups carried out?

  Wooxo’s Backup adapts to your network configuration. The data transmission to our security centres is asynchronous, and it typically occurs at night. 

• Where is the data outsourced?

  At our partners’ 9 Telecom’s and Maxnode’s two secure storage facilities, at Lyon and Marseille

• Do you have a limit on the amount of data backed up?

  The only limit is determined by the speed of the connection you use. However even the ADSL at 128K produces very good results. The data transmitted to Wooxo is in compressed differential (GIGA NATIVE).

• Is it absolutely necessary to set the backups?

  The machines are preset by default. However, each user can initiate a manual backup at any time.

• What is the level of security for the backups’?

  Maximal, the data is automatically analyzed by Sophos, an integrated anti-virus and necessarily encrypted with AES 128 on the Wooxo Security Box and at the external centres. Data transfer is over the internet via an SSL tunnel. The client alone holds the key which can decrypt the backed up files. 

• Can you manage multiple backup versions?

  Yes, you can choose the number of different versions of a file that you want to save without limit as to the amount: it is the versioning.

• How does the backup take place?

  Locally from the client workstation to the Wooxo, the backup is in file incremental mode.                             
  From the Wooxo to the storage centres, it is an incremental block backup: only file changes made since the last backup are backed up in a procedure known as Delta File Processing, and only the differences are transmitted by the Wooxo Security Box to the storage centres. It reconstructs an entire file with validation by comparing electronic signatures. This process ensures the integrity of all files. 

• Do you have a LOG (control method) for the backups performed?

  Yes, a backup log ensures the traceability of information. A colour code indicates the anomalies and information feedback is performed automatically via email when a malfunction is detected.

• Is your backup administration centralized?

   Yes, you can manage all your backups from any computer on your network which supports Java 1.4.

• How is the Database saved: when on or off?

  The Wooxo principle is based on copying files written to the hard drive, whether the base is active or not during a backup, it will focus solely on this information. The Database which is in play at this time will not be considered, but it will be stored on the next back up.

  We strongly recommend that an export of the database is performed and that the export is backed up. This procedure ensures your database’s consistency.

• Can the Wooxo system do hot backups from a database which is in operation?

  Yes, from Windows Server 2003 and Windows XP, our system uses Microsoft’s VSS (Volume Shadow copy Service) to save any file locked by another application. 

• Is the Wooxo network card in Gigabits?

  Yes it is.

• How is heat dissipated in the fire retardant compartment?

  This is one of the manufacturing "secrets". The important thing is to know that at fullload (with the drives in use) the disk temperature never exceeds 50 ° C. 

• What are the characteristics of the hard drives used in the Wooxo Box?

  The hard drives used in the Wooxo environment are exclusively of the Western Digital brand. We use the "green" edition which allows on one hand amoderate rise in temperature and on the other to maintain proper power consumption. These drives run at 5400t/min.

   

• What are the different phases of the backup process?
  1. Analysis: the agent and the Wooxo analyze the different versions of the files so that only the data which is different from thelast version stored is backed up
  2. Transfer:  the agent sends the data to be backed upon the Wooxo drive
  3. The scan: all data to be backed up is analyzed by the  Sophos antivirus engine and identifiedas integrated or corrupt
  4. Encryption: the data integrated is compressed and encrypted

Functionality

• What are the features of the AD sync module in the file server? Does it only recover the users? Can you recover the files, the rights, etc. ?

  Only the directory. The Wooxo then uses this directory for user management. 

• At the Wooxo Backup software level, if I delegate the rights to a backup action to a user who makes changes to the settings, is this visible in the...

  The changes do not appear in the log. However, all actions are recorded in a file log on the Wooxo. We can, on request and free of charge, send this file to the user. 

• What is the GestParc service?

  GestParc is a service which enables a daily inventory to be made automatically for all the hardware and software components, without any manual intervention.

• What are the benefits of GestParc?
  • Full knowledge of the computer equipment and better hardware and software compliance
  • Early management of purchases and / or contract and license renewals
  • Tighter control of the software and equipment used by employees
  • Proactivere solution of incidents
  • Knowledge of staff risk taking
  • Empowerment of employees by more integrated behaviour
  •  "Customised" support: the creation of an organizational structure, etc.
  • Tool to aid decision making, publishing performance indicators, etc.
• Can we export GestParc data?

  It is quite possible to export data in GestParc in an Excel dashboard. 

• What is the Netwoco service?

  Netwoco is a software for detecting and preventing failures of hard drives with a system process (email, SMS and alarm screen).

• What are the advantages of Netwoco?

  Netwoco analyses the signals every hour related to the mechanical, electronic and electromechanical components of the hard drive regardless of brand. The software can test up to 255 S.M.A.R.T attributes (analysis points), knowing that on average a manufacturer uses thirty per model hard drive.

  If the software detects a risk of failure, email and SMS alerts are sent to the administrator. The user can then proceed to a protective back up of valuable data. Netwoco also automatically provides a certificate stating the level of risk of failure, a certificate which allows the replacement of a hard drive under warranty before any failure occurs. This certificate is recognized by all manufacturers.
  For more information, please visit www.netwoco.fr

Getting Started

• How can I assess my needs in terms of backup?

  We have developed a unique tool for calculating the disk space which allows you to have an overview of the capacity in order to anticipate it. You already can make an on line security diagnosis. Our security experts are also at your disposal to carry with you a thorough diagnosis of your needs.

• Can I set up a remote server myself and set the file transfer to this server?

  Yes, on a second Wooxo Box. It’s then about our TwinBox offering. 

• Do I necessarily need the Internet to install Wooxo?

  It is technically impossible to activate the backup software without activating it online. The Wooxo administration is via a remote server that will among other things allow updates and alert notifications to be sent in the event of anomalies. 

• Is an agent necessary to back up the WIN 2008 servers?

  Yes, a WSD module is installed with the backup agents and Netwoco.

• When I restore a box with the exchange plugin (new) and if the user account has been deleted, does the recovery take the user into account?

  No. It is for the administrator to recreate a user and then restore the box.

Evolutions

• Do the updates have to be arranged? Are they already paid for?

  Wooxo Backup is regularly and automatically updated throughout your contract term. The updates are included in your contract and the SOPHOS anti-virus signatures updated automatically every 6 hours

• Can my outsourcing package evolve?

  The package initially acquired may change during the contract period.

• What happens if I exceed my outsourcing package?

  When you exceed the amount of data initially set, a message is sent to you and you have 10 days to call your provider and regularize by changing onto a higher package.                                                                     
  If necessary you will be invoiced for the backup volumeused. You can also delete files and thus stay within the limits of the original volume.

• What happens if the Wooxo no longer works?

  Your contract includes the maintenance for your Wooxo. If a failure occurs, we are immediately notified and we will act on the basis of the diagnosis either remotely, or on site or on its return to the workshop or with an exchange.

Guarantees

• What guarantees do I have against loss of my data?

  Data is replicated in three separate locations: your Wooxo locally and the datacenters at Lyon and Marseille.To lose all traces of data would require the simultaneous physical destruction of three remote systems, at least two of them, more than 400km away.                                                                        
  We are required to return the data stored on our hosting centres. Any failure must be justified by a cause external to Wooxo.

• What about the confidentiality of my data as it is moved around and is stored outside the business?

  The data that is backed up is encrypted using an algorithm of the AES 128 bit type as soon as it is stored on the Wooxo. You alone hold the key to decode your data and are able to recover it fully.

  Nobody, not even Wooxo is able to read your data. This encryption system is registered with the Direction Centrale de la Sécurité des Systèmes d'Information (DCSSI), a French government agency under the Ministry of Defence.

After sales service

• What exactly does the annual maintenance cover?

  All year, from Monday to Friday from 9am to 6pm, you can contact our technical support on +33 (0) 811 140 160 for any assistance or technical information. In addition, in the event of a major incident, our annual maintenance service ensures an on-site visit on day +1 (for calls before 5pm)

• What is the longevity of IT Security Boxes ?

  We are required to maintain its operation for the term of the guarantee and maintenance contract.

• What happens at the end of the 36 months contract?

  If the user has purchased the Wooxo, it belongs to him. However, in order for it to continue operating beyond the three years he must take out a new parts guarantee, and an on-site maintenance and backup license.

• Can we start the maintenance and backup license in line with the installation date?

  The installation acceptance certificate allows the official date for the maintenance and backup software to be acknowledged.

• What do I do about the anti-theft base if I move?

  The base can be unfastened from the ground by screws which act as jacks. It must then be refixed at the new location. The provision of an adhesive or any arrangements for fixing it are the client’s responsibility.

• What is the duration of the Wooxo guarantee?

  The basic guarantee is 36 months but can exceptionally be extended to 60 months.

Data recovery

• How does the data recovery take place?

  Through the Wooxo Backup interface, data is stored internally in the Wooxo Security Box, the recovery is immediate, unlike the more restrictive online recovery.

• Who can perform the data recovery?

  It can be done by the administrator.
  He is the person who generated the encryption key using his password.

  Within the limit of his profile as specified by the administrator, a user can perform a manual backup and recovery for his workstation only. If the administrator’s password is lost, recovery of the data is impossible and Wooxo must be reset.

• If your Wooxo Backup database becomes corrupted, how do I recover my data?

  Our database is backed up every 12 hours on our servers. In the event of corruption of the database and thus a backup of corrupted database, we can rebuild the database using the backup history.

• What is the average recovery time for a workstation (with a standard configuration of 320 GB HDD and with 120 GB used)?

  The time taken for data retrieval is dependant on two factors: the network speed and backup mode and the recovery implemented. On average, data recovery is about 8 MB/s on a 10/100 network and 20/30 MB/s on a 1000 network.