- CrashPlan PRO
This page contains a list of frequently asked questions for CrashPlan PRO users.
Frequently Asked Questions
Deciding To Purchase
Yes. There is a 30-day free trial to 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 services 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.
Please visit our online store to purchase a subscription.
We accept payment via credit card.
If you have more than 200 computers to back up, please contact sales for more information.
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.
No; however, you can view, email, and print your CrashPlan PRO invoices by signing in to your My Account page.
Yes, you can.
- Sign into PRO Online
- Navigate to Account page
- Open the action menu
- Choose Change Plan
The unused portion of your current subscription is automatically applied to the amount due on your new plan.
As long as your billing information for your account is correct, your unlimited computers subscription will automatically renew. If you have a problem with your billing information, please contact our Customer Champions for assistance.
No. You must either:
- Choose a different email address for your CrashPlan PRO account OR
- Change your CrashPlan for Home account email address to release the desired email address for CrashPlan PRO
Yes. To switch from CrashPlan for Home to CrashPlan PRO:
- Uninstall CrashPlan for Home.
- Delete the .identity file from your system. See File And Folder Hierarchy to find your identity file.
- Install CrashPlan PRO.
- Sign up for a trial of CrashPlan PRO with your business email.
If the email address was previously used for CrashPlan for Home, see above.
- Start backing up with CrashPlan PRO.
- Once you're fully backed up with CrashPlan PRO, cancel your CrashPlan for Home subscription from My Account.
- Sign up for your new CrashPlan PRO subscription.
Note that because CrashPlan for Home and CrashPlan PRO are different technologies, you must start your backup over.
If your initial CrashPlan PRO backup takes longer than the length of your CrashPlan PRO trial, wait until backup is complete to cancel your CrashPlan for Home subscription.
Your annual 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. To obtain a refund for an unused portion of your subscription, please contact our Customer Champions. There are no refunds for partial months.
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.
CrashPlan PRO version 4.6.x and later uses AES-256 encryption. CrashPlan PRO version 4.5 and earlier uses 448-bit Blowfish encryption.
Your data will be stored in one of the CrashPlan PRO data centers, which are currently located in the US and Australia. Data is not transferred between data centers.
Yes. CrashPlan PRO works with FileVault (Mac OS X 10.4-10.6) and FileVault 2 (Mac OS X 10.7-10.8). See Using CrashPlan With FileVault for complete details.
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 are not offering the corresponding Restore-to-Door service at this time.
Yes, but only on Mac, Linux or Solaris.
Due to security constraints within the Windows operating systems, CrashPlan PRO does not support backing up mapped or network drives on Windows.
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.
There are several different ways to get more information about CrashPlan PRO:
- In PRO Online, hover over a part of the screen to see a brief description of the item.
- In PRO Online, click the Help menu and choose the help option you want. The Documentation option displays a reference article about that page. All Documentation displays the CrashPlan PRO Online reference guide.
- Search our support site for all our documentation about CrashPlan PRO.
- Visit our YouTube page for video tutorials.
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.