- CrashPlan PRO
This page contains a list of frequently asked questions about CrashPlan PRO.
Frequently Asked Questions
Deciding To Purchase
There is a 30-day free trial for CrashPlan PRO. Your trial is a fully functional version of the software and online service. It is exactly the same as the software and online service that you get when you purchase.
Code42 currently offers CrashPlan PRO in the United States (excluding U.S. territories), Canada, Australia and New Zealand. Due to the location of our data centers and international data laws, we are not able to offer CrashPlan PRO in other areas of the world at this time.
However, Code42's Code42 CrashPlan solution is available worldwide. Please contact our international sales team for more information.
Comprehensive product documentation is available on our support site. You can also easily save PDFs of single articles or groups of articles to create your own customized collection of product documentation.
First, start your free trial of CrashPlan PRO. You enter your credit card or PayPal billing information when you start the trial, and you start paying for your subscription at the end of your 30-day trial.
Download the CrashPlan app from your CrashPlan PRO administration console.
If you have more than 100 computers to back up, please contact sales for more information.
Your CrashPlan PRO subscription is always billed for a minimum of 1 computer. If you have no computers, your CrashPlan PRO subscription is billed for 1 computer.
Your billing rate is automatically adjusted to accommodate the additional computers.
We use the decimal system to measure storage: 1 TB = 1000 GB.
Renewing / Changing / Ending Subscriptions
Yes, all CrashPlan PRO plans are set to automatically renew. You can view, email, and print your CrashPlan PRO invoices by signing in to your My Account page.
No. You must either:
- Choose a different email address for your CrashPlan PRO account
- Change your CrashPlan for Home account email address to release the desired email address for CrashPlan PRO
You cannot convert a CrashPlan for Home subscription to a CrashPlan PRO subscription.
You can stop using CrashPlan for Home and start using CrashPlan PRO, which starts your backup over.
- Completely uninstall the CrashPlan app.
- Install the CrashPlan app for CrashPlan PRO.
- Back up your device.
- After your backup with CrashPlan PRO is complete, cancel your CrashPlan for Home subscription.
No refunds are available for CrashPlan PRO. Your monthly CrashPlan PRO subscription grants you access to our backup service in advance. Code42 retains your data until your subscription ends, even if you decide not to continue backing up new or changed data.
Data backed up to the Code42 cloud is retained for a short grace period prior to removal. To learn more about what happens to your data after a subscription or trial ends, see our Data Retention Policy.
Digital River is a vendor that processes subscription payments for CrashPlan PRO subscriptions.
CrashPlan PRO uses AES-256 encryption.
Your data is stored in one of the CrashPlan PRO data centers in the US and Australia. Data is not transferred between data centers.
Code42 ensures and monitors appropriate ISO27001 or SSAE16 certifications for its cloud data centers, and is an ISO27001-certified organization. Code42 continually strives to keep pace with evolving industry security standards.
For more information, see our Enterprise Security Resources.
Australia And New Zealand Customers
Yes. Our Australian store displays prices in Australian dollars.
Yes. Australian customers will see prices that include GST.
No. New Zealand customers are not required to pay GST.
You can choose to pay with Visa or Mastercard.
Yes. We have a data centre in Sydney.
If you have already purchased a plan through the US store, we'll continue to honor renewals of that plan at the US renewal prices.
No. CrashPlan PRO subscriptions are available on a monthly basis only.
Even though our operating costs in Australia are significantly higher than they are in the US, we are absorbing some of the increased cost to make us more in line with similar products. But this is not entirely altruistic on our part: We also hope to offset the higher cost of doing business in Australia with increased enterprise sales.
Yes. Please see the support site's home page for full information and hours.
We do not currently have an affiliate program for CrashPlan PRO. However, we are developing a partner program for Code42 CrashPlan. Visit our Partner Portal for more information.
There is currently no Seeded Backup service available for CrashPlan PRO. Similarly, we do not offer the corresponding Restore-to-Door service at this time.
If you have additional questions that our online resources don't address, contact our Customer Champion team for assistance. We also provide User Forums where you can discuss CrashPlan PRO with other users.
Here is how our Customer Champions determine severity when prioritizing support tickets:
- Severity 1 (Critical):
Enterprise server is stopped or so severely affected that you cannot reasonably continue your work. You experience a complete loss of service and/or encounter one of the following scenarios:
- Inability to restore from backup
- Inability to renew your account
- Account has expired
- Severity 2 (High):
You experience a severe loss of service. Operations can continue in a restricted fashion, although long-term productivity might be adversely affected and there is no temporary workaround.
- Severity 3 (Medium):
You experience a minor loss of service, which results in a partial, non-critical loss of functionality of the software. The impact is an inconvenience, which may require a workaround to restore functionality.
- Severity 4 (Low):
You request information, report a documentation error, or a recommend a product improvement, but there is little to no impact on the operation of the software.