Frequently Asked Questions

We're here to help. If you have a question not listed here, please email us at support@enterprisebackup.co.za and we'll get back to you as soon as we can

How do I register an account?

To get started, please visit our sign up page. Enter your details and an account will be created for you. If you already have an account and have forgotten your password, please visit the forgot password page on our cloud portal and follow the steps to reset. If you have forgotten your username, please contact support.

I've forgotten my account password!

Please visit the forgot password page on our cloud portal and follow the steps for a password reset. If you cannot remember your username, please contact support.

What can I do during the 30-day free trial?

Essentially, everything. You have unlimited storage space and are fully entitled to make use of our backup environment. We will email you during the trial period, and you have the option to cancel at any time.

If you do not explicitly advise us that you wish to continue, your trial will end and your account, with any backed-up data, will be deleted from our systems.

How much will this cost me after the free trial?

Please refer to our pricing page. This outlines fairly clearly how much we charge. The more storage you use, the cheaper it becomes.

Which backup agent should I choose?

You should pick the most suitable agent for your backup requirement. There are different options for Server, Workstation, and then application-specific agents. If you are still unsure, please contact support@enterprisebackup.co.za and we will gladly assist you.

How do I install the backup agent?

Log into the cloud portal on the device to be backed up and you will be prompted to “Add a new device”.

Enterprise Backup - Add New Device

Choose the relevant agent, download, install and register it with the cloud portal.

Enterprise Backup - Download Agent

If you have any problems registering the backup agent, it could be that your firewall needs configuring. Please contact support so that we may assist you.

Once you have registered the agent, the device will be available for configuration and will prompt you to create a Backup Plan – this is what will be backed up, how often, and how long backups will be kept.

IMPORTANT NOTE: If you enable encryption, WRITE THE KEY DOWN SOMEWHERE SAFELY. If you forgot the encryption string/key/password, we will not be held liable for your data – it will NOT BE POSSIBLE to restore your data without it.

I can't seem to register the backup agent

It’s possible that you have a firewall blocking the traffic on the required ports for the backup registration. Please contact support@enterprisebackup.co.za and a member of the team will assist you.

What is the URL of the Cloud Portal?

Please visit https://cloud.enterprisebackup.co.za and log in there. If you do not yet have an account, you will be required to sign up first and follow the secure process for account creation.

How do I know the backup is working?

When you are logged into the cloud portal, by clicking on each backup device, you can view the status under “Details”:

Enterprise Backup - Device Status

and their corresponding backups under “Activities”:

Enterprise Backup - Activities

How do I further configure or fine-tune my backup settings?

When logged into the cloud portal, click on a device and select “Backup” to view the Backup Plan, then click the gear to present Backup Options:

Enterprise Backup - Backup Options

Choose Backup Options to see the array of additional configuration options available:

Enterprise Backup - Backup Options Expanded

How do I activate ransomeware protection?

When logged into the cloud portal, click on the device that is being backed up that you also wish to enable ransomware protection for, and click on “Protection”:

Enterprise Backup - Protection Plan and Ransomware Protection

Here you can edit and apply your preferences.

How do I restore?

When logged into the cloud portal, you have a number of options for restoring data. Click on the device that you wish to restore data for, and choose from the relevant option:

Enterprise Backup - Restore

Click on “Recover Files or Folders” to begin the basic restore process.

You can also click on “More ways to recover” to reveal the additional options for restoring to another machine, browsing the backup for files and folders or downloading an ISO image of the backup set.

Tell me more about security?

By default, your files are encrypted in transit and at rest in our cloud. Our administrators do have the capability to restore files or folders on your behalf, but our internal policies prevent this from occurring without written or emailed permission from the account holder.

You can further prevent this by enabling encryption on your device Backup Plan, however, please be aware of the below:

IMPORTANT NOTE: If you enable encryption, WRITE THE KEY DOWN SOMEWHERE SAFELY. If you forgot the encryption string/key/password, we will not be held liable for your data – it will NOT BE POSSIBLE to restore your data without it.

What is your SLA?

We aim to have our Enterprise Backup environment available for the maximal possible time. However, occasionally, we may need to perform maintenance. Our Cloud Portal is vendor-supplied, and occasionally, they may also need to perform maintenance.

We encourage you to check our status page and subscribe to updates. Planned maintenance, outages or scheduled downtime will all be recorded there.

Do you have a reseller option?

Yes, we do. We refer to them as partners. We offer substantial discounts should you wish to resell our service to your customers and you are able to brand or white-label the cloud portal as you wish. Please contact us for further information.

What payment methods do you accept?

We offer the following payment methods:

  • Electronic funds transfer (EFT) payments to our South African bank account with FNB
  • Credit and debit card payments via PayFast, our payment processor
  • Debit order mandate – please contact us to request the form – an online electronic mandate form will be available soon

International payees should please opt for the PayFast option as outlined in our invoices. Should you wish to make a credit payment, please request a custom payment link.

Where will I find your debit order form?

Should you wish to set up a debit order mandate – please contact us to request the form – an online electronic mandate form will be available soon.

Do you have any online documentation?

Yes, we do. Please visit and bookmark this page for full web-based documentation.

Do you support compliance with the POPI act?

Absolutely. It’s one of our core values. The method of ensuring compliance with POPI is to guarantee our SA customers backed-up data does not leave the country, which is the primary requirement of the act. In addition to that the data is encrypted so Enterprise Backup cannot gain access to any personal data without permission, and in some cases not at all (where additional levels of encryption are implemented).

Is there a Disaster Recovery (DR) or DRaaS option?

Yes. But only if POPI is not an issue (primarily for countries outside SA) or if you are absolutely certain that you are permitted to transfer the data outside of the SA border then it’s also possible to take advantage of DRaaS – where physical or virtual machines are backed-up fully to the Cloud, and can then be launched as DR instances in the event of failure or DR invocation. Please contact us for further information about enabling this option in your account, and pricing.

Which Backup options are recommended to be used?

There are a number of Backup options you can set from the Backup plan. These differ depending on what you are backing up. The most important one we recommend is:

  • Compression level – set to maximum – the backup will run a little slower but this will not only reduce your expense but will save on resilient storage capacity, efficiency, and the environment.

Within the backup plan we also recommend that if you enable encryption, you write the password or key down on paper and store it securely. Without this, your backups are irretrievable. Enterprise Backup have no way to recover your data, ever.

What is the encryption option in the backup plan?

Within the backup plan there is the option to enable encryption. If you do this, we strongly recommend that you write the password or key down on paper and store it securely. Without this, your backups are irretrievable. Enterprise Backup have no way to recover your data, ever.

Your backups are encrypted by default, transmitted securely and encrypted at rest, so consider this an additional layer of protection for the purposes of recovery.

How do I replace a Windows based device and inherit the old Backup data?

If you have replaced a Windows device, rebuilt a machine, or want to inherit the backup of an old device and restore that data, these are the steps that must be followed.

  • The new or replacement device need to have the agent installed and registered as a new instance in the Backup Management Console, alongside the old one.
    Every time an Agent is installed, the machine receives unique parameters: MMSCurrentMachineID and InstanceID.
  • In order to continue with the existing backup chain – the following steps should be performed:
    • Note the original MMSCurrentMachineID and InstanceID in the Registry (HKLM\Software\Acronis\BackupAdRecovery\Settings\MachineManager)
    • Delete the original machine from the Backup Management Console. Navigate to Devices – select the machine – Delete.
    • On the new machine change values of MMSCurrentMachineID and InstanceID to the original ones
    • Register machine manually according to https://kb.acronis.com/content/55244
    • Log in to the backup management console and check whether the machine has appeared.
    • Apply the original backup plan(s) to the machine.

Please refer to the article for details: https://kb.acronis.com/content/56493

Additionally, the requested IDs are also available in the Backup Management Console. In the browser address bar while selecting the machine in backup management console. GUID between “phm.” and “%40” is the InstanceID, and after “%40” is MMSCurrentMachineID without any suffix (.disks or similar).

As an example, using the above details and checking an example machine MYWINDOWS.local – the browser URL contains:

phm.4D434E85-B328-47A5-AA02-5DF384AAB1CC%4014C957F7-B925-4AFD-AADD-8DB936A27128.disks

therefore this has an InstanceID of 4D434E85-B328-47A5-AA02-5DF384AAB1CC and MMSCurrentMachineID of 14C957F7-B925-4AFD-AADD-8DB936A27128