Ron is a great example of how customer service should be, not just for Unitrends, but for all customer related activities. He is always a pleasure to work with, very informative. 
Service like this is why we choose Unitrends over your competitors. A+” 

[Romesh A.]

Ron is Ron Pierre, one of our top support engineers at Unitrends.  Every now and then Ron sends me a case comment or an e-mail from a customer – in this case we asked Romesh if we could use his original (unedited, unsolicited) quote and he graciously agreed.Ron

When people ask me about who we benchmark against in terms of customer support, they are typically a little disappointed in my answer.  It tends to be consumer-oriented companies that are famous for going above and beyond in an endless and passionate quest to delight customers.

In an earlier post I noted that we have a customer support philosophy built upon the three foundations of people, process, and technology – and that in terms of people, if you want the best you have to hire the best.  We’re sure glad – and proud – that Ron works with Unitrends.

By the way – if you’re a customer reading this and you think we’re not living up to our own expectations, please if you have a case open escalate it via the customer portal (a new feature we’ve implemented in the last few weeks) or send me a note (my e-mail is my last name, Campbell, with the at sign and then the Unitrends domain.)  We know we’re not perfect – but boy, do we sure want to be.

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Unitrends, Cloud, Google, AWS, Azure, and Dropbox

by Mark Campbell on June 13, 2013

Every now and then I get the question: why does Unitrends charge $0.25/GB/month  for its cloud service when I can buy cloud storage for less than that from Google, AWS, Azure, and other cloud services?  It’s a great question – with a pretty simple and compelling answer.

Google, AWS, and Azure all sell inexpensive cloud based storage for a series of fees based on combinations (depending upon the vendor) of input, output, storage used, compute used (if any), and other factors.  For that, you get to push your local data through your WAN via a RESTful protocol to a series of “buckets” of cloud storage.  When you need your data, you need to pull data back from those “buckets” of cloud storage via a RESTful protocol through your WAN back to your local data.

Depending upon the on-premise to cloud software used, you have various amounts of what is called WO/WA(WAN Optimization / WAN Acceleration) that is going on.  The best possible WAN optimization and acceleration occurs when you have computation going on at the source (your on-premise appliance) and at the target (the replication target.)

Pretty technical, huh?  Let’s simplify. The primary reason for the difference in cost is the difference in functionality.  A cloud service allows the transfer of backup data from your on-premise device to a location in the cloud.  When you need that data, you’re going to be at the mercy of the WAN bandwidth between where you’re recovering that data and where it is stored on some server within the cloud.  For those cloud providers that offer physical shipment of your data to you (which is the fastest way to transfer a few terabytes typically), the SLAs (Service Level Agreements) of the cloud providers are “flexible” – which is a nice way of saying that they aren’t guaranteed.  In addition, there are different policies by different cloud vendors regarding things like seeding – or putting terabytes of data into the cloud quickly using physical media rather than waiting weeks or even months for the first backup to be replicated into the cloud.

The Unitrends cloud, which we call Vault2Cloud, has very strict SLAs and coupled with our support offerings enables you to receive a fully loaded new appliance very quickly.  It also handles both source-level and replication target-level deduplication to optimize WAN bandwidth as much as possible and to reduce the storage load – in other words, you’re getting not just storage but compute in our cloud.

With all of this said, here’s the way to get some of the cheapest possible cloud storage with Unitrends.  Sign up for a Dropbox business account, which is $795 per year for unlimited storage (because you only need one user on the account.)  Set up a computer with a NAS share, install Dropbox and point it to the NAS share, archive to the mounted NAS share from the Unitrends appliance using our D2D2D (Disk-to-Disk-to-Disk) archiving functionality, and let Dropbox replicate that to the Dropbox cloud.

This gives you two things: fast archive recovery from the local Dropbox-based computer with the NAS, and your backup archives put into the cloud at a ridiculously low price.  How low a price?  If I’m backing up 5TB a year, I’m doing so at a price of less than 1.4 cents/terabyte; 10TB is at a price of less than 0.7 cents/terabyte.

This works with any integrated cloud storage provider that allows sufficient file size to handle tertiary backups.  The negative is of course that your WAN bandwidth isn’t as optimized as it would be for another solution.  And if you lose your local premise, it’s going to take a long time to recover that data (depending upon your WAN bandwidth.)

Let us know if you know of other tips and tricks for “absolutely lowest cost cloud storage without regard for RTO or RPO (Recovery Time Objective or Recovery Point Objective.)”

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Unitrends is the … of the Backup World

June 11, 2013

“Unitrends is the … of the backup world.  They are the friendliest, over-the-top, happiest people” [Jay P.] Got another great quote from a customer(1).  This was sent over to me by Jenn Rast, who is is our customer relationship management leader. I really liked this because the other day I had a terrible support experience [...]

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7+1 Reasons Unitrends 7.1 Leads in Virtual, Physical, and Cloud Data Protection (Part 2)

June 6, 2013

[Continuing on the previous post: 7+1 Reasons Unitrends 7.1 Leads in Virtual, Physical, and Cloud Data Protection (Part 1).] Unitrends has released 7.1 which continues its dominance in Unified Data Protection™ as the #1 mid-market vendor for virtual, physical, and cloud data protection.  Here are just a few of the new features that have been released [...]

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7+1 Reasons Unitrends 7.1 Leads in Virtual, Physical, and Cloud Data Protection (Part 1)

June 5, 2013

These are some pretty exciting times here.  Unitrends has released 7.1 which continues its dominance in Unified Data Protection™ as the #1 mid-market vendor for virtual, physical, and cloud data protection.  Here are just a few of the new features that have been released in 7.1 in our Recovery-series physical appliance and our Unitrends Enterprise [...]

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160 Pounds of Backup Awesomeness – The Recovery-943

June 4, 2013

  160 Pounds of Backup Awesomeness  [Clandis S., Lincoln Memorial, referring to his Recovery-943]   You can’t say it better than this.  Other than to note that our customers are the only thing more awesome than our physical and virtual backup appliances. For more information on our Recovery-943, see our “Unitrends Recovery-943: The Soul of [...]

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Building a Better Backup Strategy

May 30, 2013

It’s been a busy 2013 for the Unitrends team. We’ve opened up a new International office, already won a few awards, and we’re continuing to break records, and we’re not stopping. One of the keys to our success has been listening to our customers, and prospective customers, and something we get asked quite a bit, [...]

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EMC Data Protection Suite and the Concept of TCO (Total Cost of Ownership)

May 21, 2013

EMC recently announced that it was creating something called the EMC Data Protection Suite that consists of the following EMC data protection assets: Data Domain.  The deduplication device company EMC purchased in 2009 for $2.4B. Data Domain Boost.  The software that attempts to bridge the gap between Data Domain and data protection software.  For more [...]

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Customer Support: When We Screw Up

April 30, 2013

I had planned on writing a blog post today about Microsoft Azure and the fact that it had crossed over the $1B revenue line.  But I stopped abruptly when I logged into WordPress (the blogging platform we use) and saw a comment on a previous blog post ”Customer-Obsessed Service: Insanely Great Support for Backup“.  One of [...]

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Will We Ever Use Flash Drives for Enterprise Backup?

April 23, 2013

Peter Eicher has a good article over at Computerworld entitled “Will We Ever Use Flash Drives for Enterprise Backup“.  Peter bets that in a few years that flash arrays will commonly be used as backup targets.  He discusses common objections to the idea: cost and limitation on read/write cycles. I thought that it might be interesting [...]

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