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Code42 Support

CrashPlan PRO FAQs

Applies to:
  • CrashPlan PRO

Overview

This page contains a list of frequently asked questions about CrashPlan PRO.

Frequently Asked Questions

Deciding To Purchase

Is there a free trial?

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.

Where Is CrashPlan PRO available?

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.

Is there a manual?

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.

How do I purchase?

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.

How do I download?

Download the CrashPlan app from your CrashPlan PRO administration console. 

What if I have more than 100 computers?

If you have more than 100 computers to back up, please contact sales for more information.

What if I have no computers on my CrashPlan PRO subscription?

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.

What happens when I add computers to my monthly Unlimited Data plan?

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

How are you measuring storage?

We use the decimal system to measure storage: 1 TB = 1000 GB.

Renewing / Changing / Ending Subscriptions

Will my subscription automatically renew?

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.

Can I use my CrashPlan for Home account email address to sign up for a CrashPlan PRO account?

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
Can I change from a CrashPlan for Home subscription to a CrashPlan PRO subscription?

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.

  1. Completely uninstall the CrashPlan app.
  2. Install the CrashPlan app for CrashPlan PRO.
  3. Back up your device.
  4. After your backup with CrashPlan PRO is complete, cancel your CrashPlan for Home subscription.
What is your refund policy?

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.

What happens to my data after my subscription or trial ends?

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.

What is Digital River?

Digital River is a vendor that processes subscription payments for CrashPlan PRO subscriptions.

Security

What type of encryption does CrashPlan PRO use?

CrashPlan PRO uses AES-256 encryption.

Where is my encrypted data stored?

Your data is stored in one of the CrashPlan PRO data centers in the US and Australia. Data is not transferred between data centers.

Is Code42 certified for ISO27001 or SSAE16 compliance?

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.

What is your Privacy Policy?

The information we collect from you is only for the purposes of providing you a backup service and communicating with you about the backup services we provide. Read our complete Privacy Policy for more details.

Australia And New Zealand Customers

Are your prices in Australian dollars?

Yes. Our Australian store displays prices in Australian dollars.

Does the store price include tax for Australian customers?

Yes. Australian customers will see prices that include GST.

Do New Zealand customers pay GST?

No. New Zealand customers are not required to pay GST.

What payment options do you offer?

You can choose to pay with Visa or Mastercard.

Are your cloud services based in Australia?

Yes. We have a data centre in Sydney.

I have already purchased a plan through the US store. What price do I pay to renew?

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.

Can I purchase subscriptions for multi-year plans?

No. CrashPlan PRO subscriptions are available on a monthly basis only.

Why the big price difference between Australia and US offerings?

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.

Do you offer support in Australia?

Yes. Please see the support site's home page for full information and hours.

Other Questions

Do you have an affiliate program?

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.

Can I seed my backup to PRO Cloud?

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.

What issues do Customer Champions address first?

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.

We offer more extensive severity levels for Code42 CrashPlan customers.