1. Do I have to sign up for a service plan to try the backup service?

   All service plans begin with a FREE trial. While you do need to provide your credit card information when registering, your credit card will not be charged until your FREE trial is over.

2. How do I sign up?

   Click on the plan you wish to try. Register for the service you want. A small piece of software will automatically download to your PC's hard drive. Your service FREE trial will automatically begin. After 30 days your credit card will be charged.

3. How do I pay?

   Simply input your billing information into the pop up screens when prompted to do so. You will be asked for your credit card number for billing purposes.

4. What kinds of files can I back up?

   This depends upon the plan you choose. Basic Back up Service allows you to protect up to 100MB of your data files. Premium Back up Service allows you to protect all of your PC data files, up to 4GB and Premium Plus Back up protects all data files and software applications, up to 10GB. *

   Note: Terms, conditions, pricing, features and service options subject to change without notice. Free trial is a limited time offer.

   *For data stored on PC disk drives (not network drives) for home and business PCs. Not for servers or PC's used extensively for multimedia files such as mp3s and digital photos.

5. How often can I do a backup?

   You may backup your data as often as you like, just have your computer turned on and connected to the Internet. The easy to use Back up Wizard lets you set days and times for your back up to automatically happen.

6. How much data can I back up?

   This depends upon the plan you choose. Basic Back up Service allows you to protect up to 100MB of your data files. Premium Back up Service allows you to protect all of your PC data files, up to 4GB of data, and Premium Plus Back up protects your data files and software applications, up to 10GB of data.

7. How do I know my data is secure?

   Your information is encrypted before it leaves your PC using triple DES encryption (112-bit) - the same standard used by many banks and the United States Government. Data is compressed and encrypted before leaving the PC and stored at the data centre in its encrypted state. All information is stored using data centre best practices- mirrored servers in two geographically separate locations to guarantee the highest levels of data security and availability.

8. How can I retrieve a file after I back it up?

   To retrieve your files, click on the Retrieve View Tab in the Desktop Back up application. The Agent will display backed-up files that you may select using the checkboxes. (If you cannot find a file you are looking for, you may have deleted the file before you last backed up. In that case, select the Retrieve Options button at the bottom of the Agent window, and use the control panel to display all backed up files regardless of date.)

   Click the Retrieve Now button. Select one of the following options:

   • Rename the file on your hard drive
   • Rename the file you are retrieving
   • Retrieve the file to a different directory.

   If you select an option that renames the file, make sure you record the new file name so you don't forget it. For more information about these options, see the Agent's on-line help topic "Retrieve Preferences."

   Click OK and close TELUS Desktop Back up.

9. How can I tell which version I have?

   You can identify your version by opening the backup software (Start | Programs | Connected | Connected) and then clicking on Help | About.

10. Where can I find my account information?

    Account Number: This appears on the Home screen and under Help | About. • Encryption Key: From the menu bar, select Options | Security | View. • Password: You can only see your password by printing your account information. From the menu bar, select Options | Security | View | Print. If you have a password, you will need it in order to print.

    If you do not have the backup software on your PC, you will have to ask someone to look up your account information for you. Contact Support.

11. What happens to my account number if I get a new computer?

    The account number that you are assigned when you start your account is associated with the computer where the software is installed and where the backups will take place. If you have multiple computers, you will have multiple accounts. If you have several accounts, they may all be charged to the same credit card.

    By having a unique account number for your computer, data that you back up from that computer will be recoverable even if the account is moved to a new computer. If you want to share backups between computers, distinct account numbers enable you to do that, too. Contact support if you have any questions

12. What is my encryption key?

    The encryption key is a word or a phrase that you create when you first set up an account. It contains a minimum of 8 characters. Once an encryption key is set it cannot be changed.

    Your encryption key is used to encrypt your data for safe transmission between your computer and our data centres. You will be asked for your encryption key whenever you retrieve files or perform an account recovery.

13. Do I need to set up a password?

    Once you have established an account, you can create a password for it. A password must contain a minimum of 6 characters. It can be changed whenever you wish.

    It is not necessary to have a password. However, you might want to password-protect your account if your computer is shared with other people. A password won't prevent backups and it will prevent anyone else from using your account to retrieve anything you have backed up.

    Note, most people do not use an account password, and some companies do not even enable this feature for their users.

    To create a password or to change one: From the menu bar, select Options | Security | Change Account Password. After your password has been transmitted to the data centre, you should print your account information as described in the next paragraph.

    In order to see an existing password, it is necessary to print the account information. However, you need to know the account password in order to print, so print the information while the password is fresh in your mind and store the printout in a safe place. From the menu bar, select Options | Security | View Encryption Key | Print.

14. How do I contact technical support and customer service?

    TELUS provides web, email and phone support options using supported versions of TELUS Desktop Backup Service.

    Options include no-charge self-help services through web, e-mail support, and phone support.

    Technical Support, including live phone support, is available 24/7, 365 days a year.

    For the fastest response: Request Support by email for the following topics:

    • Backups
    • Billing
    • ConnectingInstalling
    • Recovering Files
    • Restoring Accounts
    • General Questions
    • Request Account Number
    • Reinstall

    As well, TELUS offers Technical Phone support call us:
    In North America, 1-877-215-5990, toll free
    For faster service, please have the registration number for the current version of TELUS Desktop Backup Service you are using.

15. Can I backup using AOL?

    Yes. Since AOL has a proprietary dialer, instead of the standard Windows dialer, you'll need to perform a few steps in order to get registered.

    You will not be able to use the automated backup option in our software. You'll only be able to backup manually after you have connected to the Internet via AOL.

     To complete the registration process, please start the wizard again by clicking onto Start - Programs - Desktop Backup – TELUS Desktop Backup again. Make sure you are NOT connected to the Internet at this time. When you get to the connection choices, click "Use direct connection" and click "Next". When you get to the screen that has the "Finish" button. DO NOT CLICK "Finish" until after you have connected to the Internet using AOL. This should allow you to get your new account registered."

16. How do I configure my firewall to allow the backup service to connect?

    The backup service connects to the data centres on TCP/IP port 16384. If you are behind a firewall, configure it to allow both incoming and outgoing traffic on this port. If behind a corporate firewall, contact your network administrator to has this port added.

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