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Asigra Licensing Policy

1. et te ee nh 34 Documentation Branding 35 Information Required to Brand the Asigra Cloud Backup Software 38 Branded Element Specifications 39 Arranging for Branding _ 40 Branding of the iOS Client for Apple smartphones and tablets 41 Branding of the Android Client for Android smartphones and tablets 41 Enterprise Service Provider VAR Branding Form 42 Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Asigra Licensing Policy 4 Asigra Licensing Policy This document outlines the terms conditions and options for licensing Asigra software It is not intended to replace your legal agreement with Asigra The content of this document is subject to change without notice To see the most current version of this policy please go to https websupport asigra com Asigra DS License Server Licenses eee ee ee eee eee ne 5 Asigra DS License Server Application Service Daemon amp GUI 5 Licensing Asigra Software Products Using the Asigra DS License Server 5 Asigra DS License Server License Description les 6 Asigra Emergency DS License Server Licenses _ 7 Changing the Asigra DS License Server License Parameters 8 Switching between Replication Lice
2. Term license cannot be converted to Standard licenses Standard License Agreement for Legacy Customers only Standard licenses do not include an Annual Software Maintenance and Version Subscription see page 18 this must be arranged and purchased separately Note that standard licenses will expire in time and are renewed by keeping Annual Software Maintenance and Version Subscription up to date For details please see the Asigra Software License Agreement Term License Agreement Term licenses are licensed to you at 12 month intervals payable up front Term licenses are renewed for 12 months on receipt of each new up front payment Term license fees include an Annual Software Maintenance and Version Subscription see page 18 The annual 12 month fee for Term licenses is based on the TB capacity Note the following e annual fees cannot be refunded Asigra will not provide credit for annual fees processing fees are not charged for annual renewal of license e increased capacity during the 12 month Term is pro rated to the license anniversary date If annual payments are not current Asigra reserves the right to no longer extend the license Note You cannot mix both Term and Standard licenses of Asigra products into a single Asigra DS License Server Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Asigra Licensing Policy Annual Software Maintenance and
3. Enter a valid Purchase Order Number or invoice number in the Purchase Order No field Enter any additional comments A basic image check is performed automatically and you are prompted to make any nec essary changes Once the branding passes the automatic check you will be prompted to click Apply Changes and Notify Asigra Once you proceed no branding changes can be per formed without contacting Asigra If Asigra returns the branding to Customer Attention status you must fix the information that is not correct If the branding status is Closed and you wish to perform changes to it you are subject toa re branding fee Branding of the iOS Client for Apple smartphones and tablets Once you receive the branded copy of the iOS Client from Asigra you can contact Apple to obtain approval to post the application on AppStore The major steps to take are Contact Apple and request a developer license Submit the application for approval Once the application is approved Apple will post it on AppStore Branding of the Android Client for Android smartphones and tablets Once you receive the branded copy of the Android Client from Asigra you can upload it to the Android Market Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Branding Policy Enterprise Service Provider VAR Branding Form 42 Enterprise Service Provider VAR Branding Form
4. Date Telephone e Fill in the branding form and attach the required files in the Asigra Technical Support web site Branding section e The uploaded images must be sent in the required formats visible using a 256 color or better pal ette If any fields are left empty Asigra s brand name logo will be used for that item If any branding changes are required a re branding fee is charged by Asigra e See the Branding Policy for more details Items with an asterisk CANNOT be changed once they are set 1 Service Provider SP or Enterprise Company Information CHARGES APPLY SP Branded Name e Company Name e Company Address e Company E Mail Company Web site 2 VAR Company Associated with Service Provider Information CHARGES APPLY VAR Branded Name e Company Name e Company Address e Company E Mail Company Web site 3 GUI icon Provide GIF file formats in the specified filenames 1st copy Width 16 pixels x Height 16 pixels dsuser 16x16 GIF 2nd copy Width 32 pixels x Height 32 pixels dsuser_32x32 GIF 4 DS Mobile User OneClick DS User icon amp logo Provide PNG file formats in the specified filenames Icon Width 64 pixels x Height 64 pixels icon png Logo Width 280 pixels x Height 50 pixels logo png 5 iOS amp Android DS Client icons amp logo Provide PNG file formats in the specified filenames Ico
5. Additional credits can be purchased contact qsales asigra com for a quote Credits are granted annually on January 1st of each year Unused credits from the previous year are not carried forward but any additional support credits purchased that remain unused as of January 1 will be added to the pool for the new year Asigra Service Providers and Resellers receive the number of credits specified below for each of the Service Provider s or Reseller s customers that purchased licenses with an Annual Software Maintenance and Version Subscription The following annual support credits are For each Asigra DS License Server granted with FullFeatured DS System storage capacity of up to 10 TB 12 credits with additional FullFeatured DS System storage above 10 TB 1 additional credit for each 1 TB above 10 TB with Mobile DS System storage capacity of up to 10 TB 1 credit with additional Mobile DS System storage above 10 TB 1 additional credit for each 10 TB above 10 TB with Consumer DS System storage capacity of up to 10 TB 1 credit with additional Consumer DS System storage above 10 TB 1 additional credit for each 10 TB above 10 TB with BLM Archiver storage of up to 10 TB 1 credit with additional BLM Archiver storage above 10 TB 1 additional credit for each 10 TB Note Only DS System online storage capacity not Local Only capacity for DS Clients is considered in these calculations Exam
6. Confidential Asigra Inc All Rights Reserved 31 Technical Support Policy Request Form for Asigra Web Technical Support 2 of 2 Request Form for Asigra Web Technical Support 2 of 2 HZ 81 Ae 9 eq T WYO eq omgjeusrg 4q poAo1ddy S9 0N PPV MON 00d Hp o Iep poyoodxq ojep 0 ON 19 10 SJA 10 X WIM yew 1osn oy Jo seSuei sosso1ppe d euosiad ot 0 poppe oq I segue sosso1ppe qq s Aueduioo 619093 ou 1esn sty 10 soSue1 sosso1ppe qI s amp ueduioo ppy 1 C Jen sb LH O oo sassoippe dI tu19jxo soSuvi sossojppe qI euosiog 4 dI suonorusow dI 2groeds saos soSueq dI 10 pue sosso1ppy dI I 6eu4 9 X9 suonotrasow dI L19095 Augduio Asigra Policies v12 0 Revision Date 2012 10 15 Confidential Asigra Inc All Rights Reserved Branding Policy 32 Branding Policy This document describes the Asigra Cloud Backup Branding Policy the types of branding that Asigra offers and how to use the Asigra Branding Forms found on the Asigra Technical Support web site Branding is available to Service Providers Enterprises and VARs The content of this document is subject to change without notice To see the most current version of this policy please go to https websupport asigra com Branding Types s ss oe em Se ee ES SER eS eS Se He hw Yee ws 33 Softw
7. e Emergency licenses see page 19 e Evaluation licenses see page 20 To obtain licenses contact client services asigra com Production Licenses a z DS Key License Ji Product X Description Asigra Ds EicenseServer Emergency Available DS Modules I 2 Requirements Asigra DS License Server Parameters z DS Recovery Tools Local Storage Autonomic Healing Disc Tape eae pe fa DS NOC Y Replication Capacity license with annual x Remote DS VDR agreement Local DS VDR Min 1 TB license Snapshot Manager WE Increments of 1 TB Autonomic Healing DS Syst e U Emergency DS License Servers e DS NOC ystem retrieve information about Replication licensed products directly Autonomic Healin Consumer P y HASP USB Key from the Asigra Production DS DS NOC i DS System e Valid Asigra DS License OC y b License Server L Server License s e Replication Capacity of the production I Replication capacity license is Asigra DS License Server Autonomic Healing Replication MI two 2 times the total DS System license 20 Disc Tape DS System capacity on the Asigra DS License i DS NOC Server Replication Capacity license with annual agreement T BLM Archiver lt Min 1 TB license Replication Increments of 1 TB Replication capacity license is Replication e ls two 2 times the total BLM Replication BLM Archiver Archiver st
8. Service Provider Company Web Site If you select the VAR SP Associated company type enter the following e Service Provider Company Name e Service Provider Company Address e Service Provider Company E Mail e Service Provider Company Phone e VAR s Company Branded Name e VAR s Company Name e VAR s Company Address e VAR s Company E Mail e VAR s Company Phone e VAR s Company Web Site If you select the Enterprise company type enter the following e Enterprise Company Branded Name e Enterprise Company Name e Enterprise Company Address e Enterprise Company E Mail e Enterprise Company Phone s Enterprise Company Web Site Select the Branding Type you want Software Branding or Full Branding Upload the necessary images see page 39 for specifications GUI icon or to use the Asigra image click Use Asigra DS User Icon DS Mobile User OneClick DS User icon amp logo or to use the Asigra images click Use Asigra DS Mobile User OneClick DS User Icon amp Logo Service Manager icon or to use the Asigra image click Use Asigra Service Manager Icon v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Branding Policy Arranging for Branding 13 Click Submit This will set the branding to Customer Edit status 15 41 s Reports Title image or to use the Asigra image click Use Asigra Report Title eSplash Screen images or to use the Asigra image click Use Asigra Splash Screen
9. Products Using the Asigra DS License Server The Asigra DS License Server allows maintenance and management of Asigra Software licenses from a central console as well as providing all types of DS Systems and BLM Archivers with their required license authentication The Asigra DS License Server must be run with either a Production or temporarily an Emergency license see page 7 If running an Asigra Production DS License Server and an Asigra Emergency DS License Server in parallel the DS Systems and BLM Archivers should be configured to authenticate to the Asigra Production DS License Server and to fail over to the Asigra Emergency DS License Server in case the Production DS License Server becomes unavailable DS License Server license authentication Production DS License Server Replication DS System FullFeatured BLM Archiver FullFeatured DS System Mobile DS System Consumer DS System o o p Replication BLM Archiver Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Asigra Licensing Policy Asigra DS License Server Licenses 6 Asigra DS License Server License Description Asigra DS License Server License Hardware DS Key with DS Key Tag and containing license file S 7 The Asigra DS License Server license specifies e licensed DS System configurations see page 13 and the number of DS Systems that can authenticate to the DS License Server at any p
10. Sage betaine w SSD ace 24 Professional Services lt lt x e aK 24 Contacting Asigra Technical Support 25 Technical Support Credit Pool 26 Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Credit Allocation eee ee ee hh nee 26 Examples ee Rue a as y HHS k G Gree eG URSI OP ER 26 Credit Usage uou Ro E Re EUROS EU RES a 27 Refund Policies u vu u eve eme y e ESE Oe we 27 Service Packs Hot Fixes and Versions Supported 27 About the Asigra Technical Support Web Site 28 User ACCOUNTS se on ee wau eR om e hem tk no S S e UE Rn LR n 28 Issue Reporting Process 28 Features of the Asigra Technical Support Web Site 29 Requesting Emergency and Evaluation Licenses lll 29 Requesting a Technical Support Account llle 29 Request Form for Asigra Web Technical Support 1 of 2 30 Request Form for Asigra Web Technical Support 2 of 2 31 Branding POliCy ss xx xas m ry m x x RR eee cae es 32 Branding Types 2 og kh OR ER rr RR kupa ok E EU n dn 33 Software Only Branding lt e sasa 33 Full Branding Software and Documentation 33 Branding reas cb hve ee kee bao e ROG GU e Weir we WR e Ex a S Waaa 34 Software Branding
11. System Capacity license with 200GB Local Only capacity with 100GB Remote DS VDR Counter set at 5 Local DS VDR Counter set at 5 coe ee Mobile DS System Capacity license with 100GB Consumer DS System Capacity license with 100GB Replication DS System Replication capacity license is two 2 times the total DS System capacity on the Asigra DS License Server FullFeatured BLM Archiver Capacity license with 400GB Replication BLM Archiver Replication capacity license is two 2 times the total BLM Archiver capacity on the Asigra DS License Server HASP USB Key e Valid Asigra DS License Server License DS Recovery Tools Local Storage Autonomic Healing Disc Tape DS NOC Replication Remote DS VDR Local DS VDR Snapshot Manager Autonomic Healing DS NOC Replication e Autonomic Healing DS NOC Replication Autonomic Healing Disc Tape DS NOC Replication s Replication Replication Evaluation Hardware DS Keys must be returned to Asigra if the evaluation licenses expire and are not renewed Hardware DS Keys remain Asigra s property To only evaluate DS Client functionality install DS Client and use statistical and or self contained backup sets At the end of the evaluation period the potential customer must decide if they will a Purchase the Asigra solution or b Not purchase In this case
12. branding your logo appears on the page header your company information if provided appears on the first page installation ds recovery tools windows pdf installation ds recovery tools windows de pdf Local DS VDR Tool e Installation Guide e installation local ds vdr pdf installation_local_ds_vdr_de pdf Documentation With GENERIC Branding The following MSP side documentation is not intended for distribution to end users and is delivered with generic branding e DS System e BLM Archiver e DS Billing Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Branding Policy Branding Areas 37 DS System Windows Linux GENERIC Branding e Installation Guide installation dssystem windows pdf installation dssystem windows de pdf e installation dssystem linux pdf installation dssystem linux de pdf On line Help operator jar operator de jar e User Guide s operator pdf operator de pdf BLM Archiver Windows Linux GENERIC Branding e Installation Guide installation blm pdf installation blm de pdf On line Help e blmuserhelp jar blmuserhelp de jar User Guide blm pdf blm de pdf DS Billing Windows Linux GENERIC Branding e Installation Guide e installation dsbilling windows pdf installation dsbilling windows de pdf e installation dsbilling linux pdf installation dsbilling linux pdf de pdf On line Help e billing jar billing de jar e User Gu
13. enable maintance and software upgrades you must purchase a new license Term licenses cannot have their subscription interrupted What is Included in an Annual Software Maintenance and Version Subscription An Annual Software Maintenance and Version Subscription includes e technical support see Technical Support Policy on page 22 documentation and access to FAQs Asigra s knowledge base and root cause analysis reports e software version upgrades any commercially released version of Asigra Software con taining new features improvements or modifications where such changes are not priced by Asigra as separate new products options or modules s Hot Fixes and Service Packs for the supported software versions Technical support is provided for the current Major Release with the latest Service Pack Hot Fix applied To provide time to perform the version upgrade Asigra will support the penultimate Major Release i e one release back from the latest Major Release for a maximum period of six 6 months from the release date of Asigra s current Major Release For more information refer to your Service Provider Agreement Schedule B Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Asigra Licensing Policy Asigra DS License Server License Types 19 Asigra DS License Server License Types The following types of licenses are available e Production licenses see page 19
14. ratio of 2 1 for Replication Production Replication DS Systems cannot receive backup data directly from DS Clients They can only receive replicated data from other DS Systems If more Replication Capacity is required above a 2 1 ratio you must request a special quotation TOTAL NUMBER OF r STANDALONE o REPLICATION STANDALONE DS SYSTEMS o N 1 o REPLICATION N 1 LOCAL ONLY CAPACITY DS CLIENT LOCAL ONLY BACKUP CAPACITY GB TB upgrade if applicable GB TB 10 DS NOC GYES GNO SNAPSHOT MANAGER o YES r5 NO o Local DS VDR Count _ o Remote DS VDR Count BLM ARCHIVER STORAGE CAPACITY GB TB upgrade if applicable EACH REPLICATION BLM ARCHIVER STORAGE CAPACITY WILL BE TWO 2 TIMES THE GLOBAL STORAGE CAPACITY CAPACITY OF THE CORRESPONDING PRODUCTION BLM ARCHIVER CAPACITY this means a capacity ratio of 2 1 for Replication Production If more Replication Capacity is required above a 2 1 ratio you must request a special quotation NUMBER OF BLM ARCHIVERS o PRODUCTION o REPLICATION 14 PURCHASE ORDER NO DATE 15 AUTHORIZED BY PRINT NAME SIGNATURE amp BLM ARCHIVER ee e rr nem m DS SYSTEM CREATION DATE DD MM YYYY LICENSE ID ASIGRA USE PRODUCTION TAG ID ONLY EMERGENCY TAG ID AUTHORIZED ASIGRA INC PROCESSING DATE DD MM YYYY NOTE EACH PRODUCTION LICENSE THAT IS PURCHASED WILL COME WITH A JOINT EMERGENCY LICENSE FORM DATE October 09
15. s re X x x RR AE EYE SE RO Rm ACE OX RR Biss 15 DS NOC ue REG RE ee ee Ree US ERU US Mb Ce RU RUE RUD ER 15 Snapshot Manager llle 15 Local DS VDR iae a a aie eh ey xU HR RC Wie R BE OR VACUA OX ROC e R E 15 Remote DS VDR i es Ge baose OR p E Un eS Ea s Q 15 DS Mod ules uuu cua xem rre exse ese Rep Uhu vh 16 License Agreement Types lt lt e ce ee ee eh 17 Standard License Agreement for Legacy Customers only 17 Term License Agreement 17 Annual Software Maintenance and Version Subscription 18 Consequences of Not Having an Annual Software Maintenance and Version Subscription sus ms io dum ko S eee RR e Rh RR hos E RE RC e 18 What is Included in an Annual Software Maintenance and Version Subscription 18 Asigra DS License Server License Types 19 Production Licenses sso seese toee es a ea hh hh 19 Emergency Licenses 19 Evaluation Licenses lt s e e e e cc ee ee ee ee te eee eee 20 Request Form for Asigra DS License Server License 21 Technical Support Policy eee 22 Who Qualifies for Asigra Technical Support 0 e ee eee eee 23 Technical Support Case Priorities _ 23 Hight Priority ous or REX E UE ee Be ee Bw ee 23 Medium Priority e e e eee ee nn 24 Low Priority ui ugs Rn onu x qaq cana ae Ronee
16. section when closing a case Cases can be reopened if the same scenario re occurs To be eligible the case must be less than 1 year old that is it must have been closed within the past 12 months Features of the Asigra Technical Support Web Site The Technical Support web site includes Service Packs and Hot Fixes FAQs related links known Issues and current documentation New Feature Requests form Root Cause Analysis reports requests and validation for branding see Branding Policy on page 32 training requests and schedules automatic production of email notifications for changes in case status or new software updates online training videos See the Asigra Web Technical Support User Guide for more details Requesting Emergency and Evaluation Licenses Customers running an Asigra Production DS License Server receive an Asigra Emergency DS License Server license at the time of purchase The Asigra Emergency DS License Server license cannot be obtained from the support web site See the Asigra Licensing Policy section of this document for more details Requesting a Technical Support Account Contact Asigra s Client Services department to receive the Request Form for Asigra Web Technical Support at client services asigra com see page 30 and page 31 Input all the required information and email the completed form back to client services asigra com Asigra will notify you by email when your Asigra Technical Support We
17. support is subject to the number of technical support credits available for more information please see Technical Support Credit Pool on page 26 Technical Support Case Priorities Asigra s technical support cases are assigned one of three priorities high medium or low In each classification tickets will be serviced in the order in which they are received High Priority High priority cases are those with a severe customer business impact For example an Asigra software service product DS System DS Client or BLM Archiver may be inoperable or a product s ability to protect or recover data may be severely impaired Reporting To help with speedy resolution all such cases must be reported in one of the following ways e on the Asigra Technical Support web site https websupport asigra com e directly to Asigra by telephone to the phone number provided dur ing purchase or upgrade via email to support asigra com Resolution Work is performed until the software oper ates in accordance with its specifications An Asigra technical support engineer will work diligently on these cases subject to the support contract purchased by the cus tomer If a customer has purchased regular hours support the Asigra engineer will work on the case from 9 AM to 5 PM EST If a cus tomer has purchased 24 7 support one or more Asigra engineers will work on the case within and outside Asigra business hours Asigra wi
18. 2012 ALL FIELDS MANDATORY PRINT CLEARLY LICENSE COMMENT v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Technical Support Policy Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved 22 Technical Support Policy This document describes Asigra s Technical Support Policy including the technical support that Asigra provides to its customers the case priority assignment used and the response time for each case priority type Customers purchasing Asigra software from an Asigra Reseller should consult their Reseller s Service Level Agreement instead of this document The content of this document is subject to change without notice To see the most current version of this policy please go to https websupport asigra com Who Qualifies for Asigra Technical Support 23 Technical Support Case Priorities llle 23 High Priority 2 33 E wale sua m um epe cR Ro Selene RO ND R ed ald wd ee aed N 23 Medium Priority ccce 24 Low Priority 2 3 eR eser x hod e ERED eM que ee ae 24 Professional Services ee ee te ee ee eee 24 Contacting Asigra Technical Support 0 eee ee ee ee eee 25 Technical Support Credit Pool e ee eee 26 Credit Allocation use ey Re Bs pommes oa Rp Roe o Roos e ag ae 4 9 26 Examples ae RR y ey EA RI ER REESE OR Y a K 26 Credit Us
19. Annual Software Maintenance and Version Subscription sss sume menor eg ee w y UR oe Y E Ee Ros 18 What is Included in an Annual Software Maintenance and Version Subscription 18 Asigra DS License Server License Types 19 Production Licenses _ ee ee eee 19 Emergency Licenses ccce 19 Evaluation Licenses leer hh 20 Request Form for Asigra DS License Server License 21 Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Asigra Licensing Policy Asigra DS License Server Licenses 5 Asigra DS License Server Licenses Asigra licenses are managed from a centralized Asigra DS License Server application DS System and BLM Archiver software products authenticate their allocated licensed storage capacity and enabled DS Modules via the DS License Server application Asigra DS License Server Application Service Daemon amp GUI A separate installation for the DS License Server application exists on the Asigra Software DVD The Asigra DS License Server application can run on 32 bit or 64 bit Operating Systems and is supported on physical machines recommended or virtual machines Note To install the DS License Server on a 32 bit OS you can ignore the warning that appears in the installation s Pre Requisite Check and proceed with the installation by selecting Next Licensing Asigra Software
20. L BE TWO 2 TIMES THE SIZE OF the FullFeatured Mobile Consumer DS System Capacity This means a capacity ratio of 2 1 for Replication Production Replication DS Systems cannot receive backup data directly from DS Cli ents They can only receive replicated data from other DS Systems If more Replication Capacity is required above a 2 1 ratio you must request a special quotation DS System Configurations These are set for each type of DS System through the Asigra DS License Server DS System Description Configuration One DS System software installation with a database and online storage Standalone location s Net Several DS Systems working together in a DS System N 1 grid with a common database and common online storage location s Types of BLM Archivers All BLM Archiver licenses are managed through the DS License Server FullFeatured BLM Archiver Licensed through Asigra DS License Server based on Purchased Storage Capacity Only FullFeatured DS Clients can send data to BLM Archivers via DS Systems Backup Lifecycle Management BLM Archiver indexes and archives data received from DS System s One BLM Archiver can archive data for multiple DS Systems and optionally for individual DS Clients BLM saves data from DS Systems to Staging and Consolidation locations on the local BLM LAN It can also save data to third party Cloud Storage e g Amazon S3 Mezeo MCSP License fees for BLM Archiver are based o
21. Licensing Policy Technical Support Policy Branding Policy Asigra Licensing Policy e x K asss 4 Asigra DS License Server Licenses 5 Asigra DS License Server Application Service Daemon amp GUI 5 Licensing Asigra Software Products Using the Asigra DS License Server 5 Asigra DS License Server License Description 6 Asigra Emergency DS License Server Licenses _ 7 Changing the Asigra DS License Server License Parameters 8 Switching between Replication License and Production License 8 Purchasing an Asigra License 1 eee ee teens 9 Types of Purchase Requests 9 Purchasing a Production License 9 Renewing Upgrading an Asigra Production DS License Server License 10 Other Operations se eoe eornm sse a fox eo e eo iei e OE 10 Useful Terims esce er Rm m x RES E ERR ESSE BW pr e m es 10 IL ETC 11 Asigra Software Products a 12 Asigra Product List a lt uu w suyu sum Ww Wa ku we ee eee WQ US e 12 Types of DS Systems 12 DS System Configurations e 13 Types of BLM Archivers 13 Types of DS Clients 14 Local Only Capacity s ca uu TRR ee ee te ee eee 15 DS Billing
22. S System BLM Archiver and adjust the TB capacity for the new temporary production DS System BLM Archiver When the original DS System BLM Archiver is available again 1 2 From the Asigra DS License Server switch the type for the temporary production DS System BLM Archiver back to Replication Re enable the permanent DS System BLM Archiver license by changing its status to Active IMPORTANT NOTES Asigra Policies Additional configuration work may be required to enable existing DS Clients to connect to the temporary DS System and for existing DS Systems to connect to the temporary BLM Archiver v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Asigra Licensing Policy Purchasing an Asigra License 9 Purchasing an Asigra License If you obtained your license through an authorized Asigra Software Reseller or Distributor please contact your reseller or distributor Otherwise you are an Asigra Direct Customer and can follow the appropriate procedure below Types of Purchase Requests Request Meaning Applicable Charges License price as per quote Annual Software Maintenance and Version Subscription if applicable e Standard Licenses Annual Software Maintenance and Version Subscription if applicable price as per quote Term Licenses License Price amp Annual Software Maintenance and Version Subscription price as per quote The pri
23. Version Subscription 18 Annual Software Maintenance and Version Subscription The Annual Software Maintenance and Version Subscription is automatically included for Term licenses and not included but strongly recommended for Standard licenses Fees for this subscription are based on capacity where applicable or otherwise based on Asigra Software modules Annual Software Maintenance and Version Subscription is purchased at DS License Server Level for the licensed Asigra software Consequences of Not Having an Annual Software Maintenance and Version Subscription If you do not have an Annual Software Maintenance and Version Subscription you cannot receive technical support e cannot apply Hot Fixes and Service Packs to your software your Asigra Software may continue to run at the current version e cannot request or receive emergency licenses see page 7 For Standard licenses if you no longer require an Annual Software Maintenance and Version Subscription you can continue to use your Asigra software subject to the EULA at the version in effect at the time you suspended your subscription as described in the licensing agreement To re enable maintenance and upgrades you will need to pay the cost of the Annual Software Maintenance and Version Subscription retroactive to the last date that you held a valid subscription to a maximum of 2 years please see Re Activation Fee in your agreement with Asigra After 2 years if you want to re
24. a Emergency DS License Server license will only be renewed if the Annual Software Maintenance and Version Subscription is renewed Changing the Asigra DS License Server License Parameters If your Asigra DS License Server license needs to be upgraded or modified follow these steps 1 Generate a c2v customer to vendor file from the Asigra DS License Server Asigra DS License Server GUI Licenses Menu gt Key Status Send this file to client services asi gra com for processing Include a license request form see page 21 Asigra s Client Services department will update the license parameters and send a v2c vendor to customer file back to you Charges will apply Upload the v2c file into the Asigra DS License Server HASP key using the Asigra DS License Server GUI Licenses Menu gt License Update Switching between Replication License and Production License If a Primary DS System or Primary BLM Archiver fail you can turn your replication Asigra Software into production Asigra Software by following the steps below 1 From the Asigra DS License Server disable the DS System BLM Archiver that failed by changing its status to Inactive This will free up the specific type of license capacity on the Asigra DS License Server Change the type of the current Replication DS System BLM Archiver to FullFea tured or Consumer Mobile if applicable This will ensure it becomes the pri mary D
25. able individually others as a package of DS Modules at NO CHARGE You can if you wish also enable applicable modules for DS Clients The availability of DS Modules varies based on product and configuration DS Modules DS System BLM Archiver DS Client 2 u g xls lle 8 g8 3 8 S3 x z38 B8 B ae zo Z 5 a 5 e e 2 8 o Z 82 S E 2 5 IR 5 8 lt DS Modules that are licensed and enabled individually DS NOC Replication N A N A N A N A N A N A N A N A Remote DS VDR sie d e s ae SS s ss Local DS VDR se b e m is Snapshot Manager E E ux EE ES SE DS Modules enabled at NO CHARGE Disc Tape ze N A N A DS Recovery Tools N A N A Local Storage N A N A se Autonomic Healing N A N A N A N A N A N A N A N A N A N A Legend N ANot applicable Available Not available New Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Asigra Licensing Policy License Agreement Types 17 License Agreement Types You may have either a Standard or a Term License Agreement Standard licenses can be converted to Term licenses Standard licenses are not available for sale to new customers
26. ackup sets and modifying DS Client configurations It also allows creating and editing backup sets retention rules and schedules on DS Clients DS NOC is purchased at the Asigra DS License Server level Snapshot Manager The Snapshot Manager tool is enabled from the DS License Server via the license and can be enabled individually for DS Clients from their DS System Once enabled from DS System it enables managing the lifecycle of NetApp NAS snapshots and data transfer via the DS User interface Local DS VDR Enabled as a counter in DS License Server this can be allocated to DS Systems and then to DS Clients Enables cloning virtual machines and converting physical machines into virtual machines for disaster recovery purposes Remote DS VDR Enabled as a counter in DS License Server this can be allocated to DS Systems and then to DS Clients Enables restoring backed up virtual machines into ESX infrastructure for warm standby for disaster recovery services Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Asigra Licensing Policy Asigra Software Products 16 DS Modules About DS Modules Modules are enabled for each Asigra DS License Server through the DS License Server License DS Systems receive the enabled modules from their Asigra DS License Server DS System software includes a number of DS Modules that enhance Asigra Cloud Backup functionality Some are avail
27. age ee e pU E HEU Re ee oes RU UE TX eee 27 Refund Policies ssa seek Rr RE er mr SS He x em e 27 Service Packs Hot Fixes and Versions Supported 27 About the Asigra Technical Support Web Site 28 User Accounts u eR 6 ES eGR SSE RES qu Re won oe d E min 28 Issue Reporting Process celle 28 Features of the Asigra Technical Support Web Site 29 Requesting Emergency and Evaluation Licenses unnn 29 Requesting a Technical Support Account 29 Request Form for Asigra Web Technical Support 1 of 2 30 Request Form for Asigra Web Technical Support 2 of 2 31 Confidential Technical Support Policy Who Qualifies for Asigra Technical Support Who Qualifies for Asigra Technical Support Service Providers and Resellers that purchase production licenses and the Annual Software Maintenance and Version Subscription directly from Asigra qualify for Asigra Level 3 technical support Such customers will have a technical support account for the Asigra Technical Support web site based on the ASIGRA Cloud Backup Annual Maintenance and Support Plan in the agreement 23 Enterprise Customers will receive Level 3 technical support from Asigra only through their Asigra Reseller Level 1 and Level 2 support are provided by the Asigra Reseller directly under the terms of their own Service Level Agreement The provision of
28. are Only Branding ee ee ee ene 33 Full Branding Software and Documentation essees sas anuna 33 Branding Areas 2 1 usus hak us w ce ee WU Q AW W I eee 34 Software Branding 0 2 ce ec ee ee eee eee S han 34 Documentation Branding ee ee ee ee 35 Information Required to Brand the Asigra Cloud Backup Software 38 Branded Element Specifications lt lt e secen uneren 39 Arranging for Branding _ ee eee eee 40 Branding of the iOS Client for Apple smartphones and tablets 41 Branding of the Android Client for Android smartphones and tablets 41 Enterprise Service Provider VAR Branding Form 42 Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Branding Policy Branding Types 33 Branding Types All Asigra Software and documentation is branded with Asigra s name logos and styles If purchased you can have software or both software and documentation branded with your corporate identity and naming instead Software Only Branding Software Only branding means that e Asigra Software icons splash screens report titles and startup menu reflect your branding See Software Branding section on page 34 e Documentation is branded generically as Cloud Backup Asigra is mentioned only in legal information disclaimers copyright statement document preparation sec
29. b Site account is available Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential 30 Technical Support Policy Request Form for Asigra Web Technical Support 1 of 2 Request Form for Asigra Web Technical Support 1 of 2 ITOT 81 Ae pe Ise WOI ZIL 98ed uonoes jxeu OY ur p groads soSue1 dI TRNUALXA y wor Apuo 110ddng eorugoo I q AA LISY ssooo 0 o q aq JIA Ady ssn 1no 101 SUOTIOINSAI qq 39s eur no Kjunoos oAo01duir o 919 spromssed jrpo sjunoooe 94299 0 AQL 9q PM 1ojexsrumupy Aueduio o113nj y ut o qe reA q IM s smoo Surure1 V24IDISV np u s ued 9 Surpuerg jsonborue amoy o8ueq 10 o1jeo4 MON Jsonbor uep p sosuoorT q Ao uoS1ourg oureq ouru oje1ouo8 we sosuoorT e18Isy ysonbor uep 7 ueduioo mo q p ntuiqns soseo ou 0 ssoooe A u peow Ly IIA Iosn ou xue g JI soseo yoddns eoruqoo mou Adde ued 1 suorssruuod BUIMOT OJ ou jue18 o 10sn YILI 101 e qe3 oAoq oq ur uumgoo Surpuodsoarioo I X YM WLU seo q 8 L 9 T c I umus sn OG D p ujg ida uoud IeW d eureu n4 AI SINS TIEJA 1903007 OHS qo euoud 1961007 ann 1061007 sinoH ssoursng 1001007 ssoIppy Auedwog 31oddng IYI L PM VADISV 10 4104 ysonbay Asigra Policies v12 0 Revision Date 2012 10 15
30. backup service provider ecosystems in the world who power their cloud backup services using Asigra technology and provide hands on local service Asigra is recognized by leading analyst firms such as Gartner and Forrester as a top cloud storage vendor Asigra Cloud Backup TM was recently named Product of the Year by Storage Magazine and Asigra was recently awarded a 5 Star rating in the CRN Magazine s 2012 Partner Program Guide named a CRN 2012 Channel Chief 2012 Women of the Channel and also named a Best Channel Partner for 2012 by Business Solutions Magazine Asigra is headquartered in Toronto Canada with offices globally For more information visit www asigra com
31. ber and PO number are submitted 3 Forward payment to Asigra s bank Bank information is located on all invoices and quotes you receive from Asigra or pay online at https licenseportal asigra com 4 Once payment confirmation is received Asigra s Client Services department will process the license request and provide new v2c files by email Other Operations You can transfer TBs between licenses of the same type Processing fees and transfer charges must be paid This transfer process can only be done for licenses under the same customer licensee account Useful Terms Term Definition Any or all of DS System FullFeatured Mobile Consumer DS System Software Replication DS Modules FullFeatured BLM Archiver BLM Replication Local Only backup and DS NOC A unique number that is obtained each time you purchase a new production evaluation Asigra DS License Server license This number identifies your Asigra DS License Server license and must be provided every time you request any license ID change to the conditions of the existing license such as renewing or upgrad ing License IDs are associated with a specific account and with a specific DS Key Tag ID Tag Number Unique number that identifies a Hardware DS Key DS Key License For Asigra DS License Server licenses v2c file and Hardware DS Key Green Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confident
32. case they are replaced at no charge Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Asigra Licensing Policy Asigra DS License Server Licenses 7 If the DS Key becomes unavailable the Asigra DS License Server will no longer authenticate DS System or BLM Archiver software and the software will have to fallback for license authentication to an Asigra Emergency DS License Server if configured The HASP HL Device Driver is installed by the Asigra DS License Server installation package There is no requirement to upgrade the driver to the latest version and Asigra recommends that Automatic Updating be disabled on this machine in order to avoid applying updates for this HASP device driver However if necessary you may download the appropriate device driver and installation instructions from www safenet inc com support hasp enduser aspx The DS Key is associated with a unique DS Key Tag configured by Asigra for the specific key The DS Key Tag specifies the Tag ID whether the license is an Emergency license or a Production license and the name of the company holding the license The first characters of its name indicates its use see page 11 Always reference this DS Key Tag and your License ID any time when you contact Asigra When purchasing an Asigra Production DS License Server license you receive two DS Keys one with the Production license and the other with the Emergency licens
33. ce difference between the new license and the previous license as per quote Annual Software Maintenance and Version Subscription if applicable price as per quote Obtain a new license for an Asigra New License I DS License Server Extend an existing license by a Renew License period of time based on agreement with Asigra Upgrade an existing license by Upgrade License increasing storage capacity adding new DS Modules etc Purchasing a Production License Obtaining a NEW Asigra Production DS License Server License 1 Record your choices in the request form shown on page 21 2 Select the license agreement type you wish to purchase standard or term see page 17 3 Select the parameters of the Asigra DS License Server license you want to purchase see page 19 4 Request an Asigra DS License Server license quote by sending the request form to qsales asigra com or submit it through the Asigra Technical Support web site see page 28 5 Based on the quote received from Asigra prepare a Purchase Order and submit it to Asi gra in one of these ways by fax to 416 736 7120 by email to client services asigra com 6 Make payment to Asigra s bank account the bank information appears on all invoices and quotes from Asigra or pay online at https licenseportal asigra com 7 After payment is received Asigra will process the license request For new licenses Asi gra will provide s a Production licen
34. designed for laptops and home computers It can perform backup and restore of local and remote machines for file system backup sets DS Mobile Clients can connect to FullFeatured DS Systems and Mobile DS Systems DS Mobile Client e DS Notebook Client is designed for laptops and home computers running Mac OS It can perform backup and restore of the local machine s file system DS Notebook Clients can connect to Full Featured DS Systems and Mobile DS Systems DS Notebook Client e DS Consumer Client is designed for laptop computers It can per form backup and restore of local machine only for file system backup sets only DS Consumer Clients can connect to FullFea tured DS Systems Mobile DS Systems and Consumer DS Systems DS Consumer Client e iOS DS Client is designed for iPod Touch devices iPhones and iOS DS Client iPads DS SmartPhone Client can connect to FullFeatured DS Sys tems Mobile DS Systems and Consumer DS Systems e Android DS Client is designed for Android phone and tablet devices It can perform backup and restore to cloud Android DS Client can connect to FullFeatured DS Systems Mobile DS Sys tems and Consumer DS Systems Android DS Client DS System Connection Support Matrix for all DS Client Installation Types DS Client Installation FullFeatured Mobile Consumer DS System DS System DS System FullFeatured DS Client DS Mobile Client DS Notebook Client DS Co
35. e see below If a Hardware DS Key is lost you must pay a reprocessing fee to obtain a new one DS Keys remain Asigra Inc s property they must be physically returned to Asigra s Toronto location if no longer being used Asigra Emergency DS License Server Licenses The Asigra Emergency DS License Server must be installed in environments with high availability requirements in order to eliminate a single point of failure for the Asigra DS License Server The Asigra Emergency DS License Server must be configured with the IP address of the Asigra Production DS License Server During the configuration of DS System licenses and BLM Archiver licenses on an Asigra Production DS License Server the Asigra Emergency DS License Server IP address will be available for selection This allows the Asigra Emergency DS License Server to synchronize its parameters with the Asigra Production DS License Server in order to be prepared for any license fail over requests from DS Systems and BLM Archivers DS Systems and BLM Archivers will fail over to the configured Emergency DS License Server if the Production DS License Server is no longer available The expiry date of an Emergency License is fifteen 15 days from the last time the Emergency DS License Server connected to the Production DS License Server to verify its license Note If the Production License expires before the 15 days elapse the Emergency License will expire at the same time as the Product
36. e those with limited customer business impact For example a software malfunction with minor consequences may have been identified but backup and restore functions are not affected Reporting Report low priority cases on the Asigra Technical Support web site https websupport asigra com Resolution Typically resolved through a fix in the next software code maintenance release Asigra will use commercially reasonable efforts to provide cus tomer with i a response within 3 business days and ii resolution within 30 business days Example License or documenta tion inquiry General product func tionality inquiry General advice and guidance Professional Services In addition to Technical Support Asigra also offers professional services for Service Providers and Enterprise users These billable services range from but are not limited to Installation and Configuration Platform Migration Architecture Migration Custom Report Creation Report Integration and API Development Hessian API and DS NOC tutorials In addition to these services Asigra s professional services can also include troubleshooting network environments and or third party software interactions with Asigra s software These individual services are provided on a per issue per day 8 hours basis and quoted upon a completed Statement of Work Additionally an on site consultation with an Asigra Certified Engineer if r
37. ed DS Systems Mobile DS System e Licensed through Asigra DS License Server based on Purchased Storage Capacity e Only DS Mobile Clients DS Notebook Clients DS Consumer Clients iOS DS Clients or Android DS Clients can backup to a Mobile DS System The following DS Modules can be purchased enabled for Mobile DS Systems Autonomic Healing DS NOC and Replication Consumer DS System e Licensed through Asigra DS License Server based on Purchased Storage Capacity Only DS Consumer Clients iOS DS Clients or Android DS Clients can backup to a Con sumer DS System The following DS Modules can be purchased enabled for Consumer DS Systems Auto nomic Healing DS NOC and Replication Replication DS System e Licensed through Asigra DS License Server based on number of Replication DS Systems purchased e Is installed using DS System software installation and becomes a Replication DS Sys tem after it is configured as such on the Asigra DS License Server e DS Clients can connect to the Replication DS System only for restore activities and not for backup activities Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Asigra Licensing Policy Asigra Software Products 13 The following DS Modules are enabled for the Replication DS System Autonomic Heal ing Disc Tape DS NOC and Replication The total storage capacity for REPLICATION DS Systems licensed by a DS License Server WIL
38. equired can be arranged The Service Provider or Enterprise user will also be responsible for travel travel time 50 and accommodation expenses Example 1 Service Providers Resellers or Distributors have purchased an Asigra DS License Server directly from Asigra and require help with installation and configuration of their DS Systems BLM Archivers and DS Clients e 2500 day for professional installation and configuration service e Additional travel amp accommodation expenses should on site consultation be required Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Technical Support Policy Contacting Asigra Technical Support 25 Example 2 Microsoft Outlook amp Microsoft Exchange are installed on the same server and creating a conflict within the end user s network environment during backup This issue is due to third party software e 2500 day for professional consultation and issue isolation troubleshooting e Additional travel amp accommodation expenses should on site consultation be required Contacting Asigra Technical Support Please contact Asigra Technical Support via the technical support web site before contacting technical support in any other way This will provide you with a ticket that you can reference in future communications You will need a company account in order to do this if you do not have one contact client services asigra com If you do
39. hods web support phone conversations email messages chat etc appropriate to the case Asigra Techni cal Support staff will identify the scenario and attempt to find a general workaround or at least a temporary fix workaround for the case based on the defined case priorities 3 If required Asigra will implement a Hot Fix to address the case or will include the fix in the next Service Pack if an acceptable workaround is available Note the following e Customers must provide their company name and ticket number when communicating with Asigra Technical Support department e Cases that are not updated by customers for a period of 7 days will be set to Awaiting Closure status The Asigra Technical Support web site will close those cases after another 7 days if they are not closed by the customer Some cases may require a remote connection to the operating system where the issue occurred Asigra currently uses RDP or online meetings for remote connections Custom ers may be required to open specific ports for remote debug purposes in order for an Asigra engineer to investigate and resolve an issue Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Technical Support Policy About the Asigra Technical Support Web Site 29 Customer feedback is required for cases with the status Customer Attention Awaiting Closure Asigra appreciates it if customers complete the service rating
40. ial Asigra Licensing Policy Tag Types 11 Tag Types Asigra Policies This character at the start of a DS Key tag name SP SE Means the DS Key Tag is a Production Evaluation DS License Server license an Emergency DS License Server license v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Asigra Licensing Policy Asigra Software Products 12 Asigra Software Products Asigra Product List Asigra offers the following Asigra Cloud Backup software products e DS System FullFeatured Mobile or Consumer e Replication DS System e DS Client FullFeatured DS Mobile DS Notebook DS Consumer iOS DS Client or Android DS Client For Operating System support see the Installation and Backup amp Restore Support Matrix e Local Only capacity for FullFeatured DS Clients can be enabled on FullFeatured DS Sys tems only e FullFeatured Backup Lifecycle Management BLM Archiver e Replication BLM Archiver e DS NOC e DS Modules e DS Billing Types of DS Systems All DS System licenses are managed through the DS License Server FullFeatured DS System e Licensed through Asigra DS License Server based on Purchased Storage Capacity e Any type of DS Client FullFeatured DS Mobile DS Notebook DS Consumer iOS DS Cli ent or Android DS Client can backup to FullFeatured DS Systems s All DS Modules can be purchased enabled for FullFeatur
41. ide e billing pdf billing_de pdf Documentation That is Not Branded The following documentation is not intended for distribution to end users and cannot be branded e DS Client Mass Deployment User Guide DS Mobile Client Mass Deployment User Guide Asigra DS License Server Manual Installation amp User Guide Asigra Software Technical Overview document Functionality and Feature List Asigra Policies Release Notes and Support Matrix DS NOC Installation and User Guides and DS NOC API documentation Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Branding Policy Information Required to Brand the Asigra Cloud Backup Software 38 Information Required to Brand the Asigra Cloud Backup Software Asigra Policies The following information must be provided to Asigra in order to build the branded software packages your branded name your company name your company address your company email your company web site s URL GUI icon Service Manager Icon application icon reports title splash screens text on iOS DS Client amp Android DS Client About screen OPTIONAL information required for iOS amp Android DS Clients DS System IP address account DS Client Z private encryption key account encryption key v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Branding Policy Branded Element Specifications 39 Branded Ele
42. ill be reduced by one credit for each incident dealt with Also note that any questions related to credit refunds or deductions must be resolved at the time the ticket is closed A report that lists the number of credits used by a customer and the customer s remaining credits will be emailed at the beginning of each month to all Asigra Web Support users customers including Asigra s Resellers and Service Providers as appropriate Refund Policies If a support case is the result of a malfunction caused by Asigra s code or missing documentation and requires an update fix or Hot Fix to resolve Asigra will refund customer s credit pool with the number of credits expended on that case Credits will not be refunded under the following circumstances e issues reported to Asigra after an official fix has been released e the time it takes to reach a resolution for the case exceeds the Asigra s proposed resolu tion time as described above Please check the Release Notes for all Service Packs or Hot Fixes released by Asigra These can be found either on the release DVDs or on the Asigra Technical Support Web Site Service Packs Hot Fixes sections Service Packs Hot Fixes and Versions Supported Service Packs and Hot Fixes are posted on the Asigra Technical Support Web Site for download All Service Packs and Hot Fixes contain documentation about the fixes and instructions about how to apply them Customers with an Annual Software Maintenance and Ver
43. ing Policy Arranging for Branding 40 Arranging for Branding If you have purchased or are in the process of purchasing an Asigra license and you want to obtain customized branding follow all the steps below If you are requesting branding on behalf of a customer follow from step 9 below 1 2 3 4 5 10 11 Asigra Policies Decide which branding type suits your needs Contact qsales asigra com to obtain a branding quote Forward payment to Asigra s bank Bank information is located on all invoices and quotes you receive Alternatively you can forward a PO to client services asigra com Provide all information needed for the branding Login to the Asigra Technical Support web site using an account belonging to a Reseller company with the permission to request branding On the home page of the login account click Request Branding The Automatic Branding Web Agreement is displayed Carefully read this text to ensure you understand the branding process and fees You will be able to continue with the branding request only if you accept the terms of the agreement Select the Branded Company Type based on the type of company Service Provider e VAR SP Associated e Enterprise If you select the Service Provider company type enter the following e Service Provider Company Branded Name e Service Provider Company Name e Service Provider Company Address e Service Provider Company E Mail e Service Provider Company Phone
44. ion License The Asigra Emergency DS License Server License will have 20 more storage capacity than the Asigra Production DS License Server License In case multiple Emergency DS License Servers are configured with one Production DS License Server each Emergency DS License Server s capacity will be 20 more than the capacity allocated to DS Systems and BLM Archivers managed by that particular Emergency DS License Server The Asigra Emergency DS License Server has a counter that allows up to 30 days of functioning in a 12 month period The counter will be decreased by 1 day when a fail over occurs and will remain unchanged for 24 hours regardless of how many times its registered DS Systems and BLM Archivers ask for authentication during that time If authentication is still required after 24 hours the counter will be decreased again and so on The Asigra Emergency License must be updated in order to reset the counter once the 30 days are exhausted Any time you need to reset the counter you must provide a c2v file for the Emergency DS License Server Upon renewal of the Production license the counter will Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Asigra Licensing Policy Switching between Replication License and Production License 8 be reset at NO charge If the reset is required inside a 1 year maintenance period a processing fee will apply For Standard Licenses the Asigr
45. ll use commercially reasonable efforts to provide customer with i an ini tial response within 1 hour ii updates every 4 hours and iii resolution within 24 hours where possible Example DS System is down or unavailable for DS Client activities DS Clients are unable to restore data from DS Sys tem A Work around of the problem is not available Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Technical Support Policy Professional Services Medium Priority Medium priority cases are those with a moderate impact on customer business For example an important software function may be impaired or the software is operating but requires intervention or a workaround to continue Reporting Report medium priority cases on the Asigra Technical Support web site https websupport asigra com Resolution Work is performed until the software operates in accordance with its speci fications but no work is performed outside of Asigra s business hours Asigra will use commercially reason able efforts to provide customer with i an initial response within 4 hours ii updates every business day and iii resolution within 20 business days Example DS Client Activities are not working properly Major DS System or DS Client functional ity is operating in a degraded mode Upgrade failures Low Priority Low priority cases ar
46. ment Specifications Asigra Policies v12 0 Revision Date 20 Asigra Inc All Rights Reserved To ensure a high quality result the information listed above must be provided to Asigra in the exact format specified below GUI icon s 2GIF files maximum 256 colors 8bit one file 16 pixels x 16 pixels one file 32 pixels x 32 pixels DS Mobile User OneClick DS User icon amp logo e 2PNG files up to true color 32bit one icon file 64 pixels x 64 pixels one logo file 280 pixels x 50 pixels Service Manager Icon s 29GIF files maximum 256 colors 8bit one file16 pixels x 16 pixels one file32 pixels x 32 pixels Reports title s 1 BMP OR JPG file up to true color 32bit 280 pixels x 50 pixels Splash screen s 1BMP OR JPG file up to true color 32bit one file 400 pixels x 320 pixels iOS DS Client amp Android DS Client application icons amp logo e 5 PNG files up to true color 32bit e one logo file 280 pixels x 50 pixels one icon file 64 pixels x 64 pixels e one icon file small 57 pixels x 57 pixels e one icon file medium 114 pixels x 114 pixels e one icon file large 512 pixels x 512 pixels for these small medium and large icon files you must provide icons without any rounded edges Make sure your icons fill out the entire dimensions listed See the Asigra Technical Support web site s Request Branding page for branding image samples 12 10 15 Confidential Brand
47. n Width 64 pixels x Height 64 pixels icon png e Logo Width 280 pixels x Height 50 pixels logo png e Small Icon Width 57 pixels x Height 57 pixels icon_57x57 png e Medium Icon Width 114 pixels x Height 114 pixels icon_114x114 png e Large Icon Width 512 pixels x Height 512 pixels icon_512x512 png 6 Service Manager icon Provide GIF file formats in the specified filenames e 1st copy Width 16 pixels x Height 16 pixels serv 16x16 GIF e 2nd copy Width 32 pixels x Height 32 pixels serv_32x32 GIF 7 Reports Title Provide BMP OR JPG file formats in the specified filenames e Width 280 pixels x Height 50 pixels title BMP OR title JPG 8 Splash Screen Provide BMP OR JPG file formats in the specified filenames e Width 400 pixels x Height 320 pixels splash BMP OR splash JPG FORM DATE October 02 2012 For use with v12 0 and up Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Asigra is the leading cloud computing software vendor focused on backup recovery and restoration with more than 550 000 global installations Asigra Cloud Backup transforms the way businesses manage and protect their data by delivering seamless end to end data protection that efficiently scales and easily adapts to any IT environment With more than 26 years of experience as backup recovery pioneers Asigra manages one of the largest business class
48. n capacity calculated as the size of the data that the BLM Archiver is indexing Replication BLM Licensed through Asigra DS License Server based on number of Replication BLM Archivers purchased Replication BLM allows replication of data between several BLM Archivers It does not allow direct archiving from DS Systems Replication BLM is installed using the BLM Archiver software installation and becomes a Replication BLM after being configured as such from the Asigra DS License Server see page 5 License fees are based on number of BLMs to be replicated The total storage capacity for REPLICATION BLM licensed by a DS License Server WILL BE TWO 2 TIMES THE SIZE OF the BLM Archiver Capacity This means a capacity ratio of 2 1 for Replication Production If more Replication Capacity is required above a 2 1 ratio you must request a special quotation Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Asigra Licensing Policy Asigra Software Products 14 Types of DS Clients All types of DS Client software are available at no charge subject to the terms specified in the end user licensing agreement for the product DS Client Installation Description e DS Clients back up data to the off site DS System and or locally FullFeatured DS Client on DS Client LAN and restore data from local or remote depend ing on where the data has been backed up e DS Mobile Client is
49. not have physical access to the web site but are eligible for technical support a ticket will be created on your behalf by an Asigra support engineer During Asigra s local business hours Monday through Friday 9 00 17 00 EST including Canadian statutory holidays contact e Asigra Technical Support web site https websupport asigra com e North America Phone 1 416 736 8111 Option 4 24 7 Technical Support must be purchased separately from Asigra and is available Monday through Sunday 00 00 23 59 including Canadian statutory holidays Phone number 1 416 736 8111 OPTION 4 High priority technical support cases must be reported as described on page 23 Please provide as much detail as possible and submit the case by phone and email as well Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Technical Support Policy Technical Support Credit Pool 26 Technical Support Credit Pool Credit Allocation The number of technical support credits provided to a Service Provider or Reseller that purchases directly from Asigra is based on the number of annual support credits that customer has outlined below Credits are granted for each purchased Asigra DS License Server license that includes an Annual Software Maintenance and Version Subscription Only Asigra Production License Servers qualify for support credits Additional credits are not provided for Asigra Emergency License Servers
50. nse and Production License 8 Purchasing an Asigra License ee ee ee ee ee ens 9 Types of Purchase Requests 9 Purchasing a Production License 9 Renewing Upgrading an Asigra Production DS License Server License 10 Other Operations hh hh ha 10 Useful TEMS vn ERE RC RE ER DS EEUU y re 10 Tag TYPOS sacer ed HR Uc ER UN wR RUE RACK YR a ACC w Ee I e ek 11 Asigra Software Products llle 12 Asigra Product List llle 12 Types of DS Systems e e o 1 12 DS System Configurations lt e 13 Types of BLM Archivers llle 13 Types of DS Clients ss u l sss s v usus ss uni ea hh hh nn 14 Local Only Capacity r asas as asss ee 15 DS Billilig 4m RR gece u Rex I EEUU uy hence Ge ER AS 15 DS NOC kau iguanaea i Suwa Sad dicks are Pup e E OV UNA Tub Ra OU LAS RR s 15 Snapshot Manager leere 15 Local DS VDR i e Sd awed og Bee EE SUR SUE EE UE NU Gees Roe Bw es 15 Remote DS VDR s 4 u RRR RR RR RE In ER RE es 15 DS Mod les s so vk om yere m Bw er Bw idee Bina ORE n HE Rcs 16 License Agreement Types 17 Standard License Agreement for Legacy Customers only 17 Term License Agreement lt lt e e lt lt e e e eee 17 Annual Software Maintenance and Version Subscription 18 Consequences of Not Having an
51. nsumer Client iOS DS Client Android DS Client Legend DS System supports backup restore from this type of DS Client DS System does not support backup restore this type of DS Client Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Asigra Licensing Policy Asigra Software Products 15 Local Only Capacity Local Only Capacity is a feature of FullFeatured DS Clients only Asigra DS License Server can allocate Local Only Capacity to FullFeatured DS Systems This feature must be enabled on each DS Client individually Each DS Client s use diminishes the total Local Only Capacity available for the DS System to distribute Local Only capacity enables DS Clients to back up data locally rather than sending it off site License fees are based on storage capacity starting at 1 TB and increasing in TB increments DS Billing DS Billing is a separate optional software installation available at no charge that works with all DS Systems and BLM Archivers and DS NOC to configure and perform the billing functions DS NOC DS NOC connects to DS License Servers DS Systems BLM Archivers and DS Billing Systems for monitoring It also provides certain management functions on some of these products DS NOC accepts incoming connections from DS Clients for monitoring purposes allows creating and using event filters establishing monitoring priority for b
52. oint in time e capacity purchased for FullFeatured DS Systems e capacity purchased for Mobile DS Systems e capacity purchased for Consumer DS Systems e number of Replication DS Systems their configuration and their total storage capacity e enabled DS Modules Local Only capacity purchased for FullFeatured DS System licenses e number of FullFeatured BLM Archivers that can be used capacity purchased for FullFeatured BLM Archiver e number of Replication BLM Archivers and their capacity Emergency DS License Server Replication DS System FullFeatured DS System Mobile DS System Consumer DS System Number of BLM Archivers enabled BLM Archiver Capacity Remote DS VDR Local DS VDR Snapshot Manager Annual Software Mainten nd Version Subscription is purchased at DS License Servor lovol The license comes on a HASP USB key called a DS Key This key must stay plugged in at all times to the machine running the Asigra DS License Server application It does not need to be changed when the Asigra DS License Server license is renewed upgraded or if hardware changes The DS Key records all the license parameters including the licensed capacity licensed Asigra Software enabled modules expiration date for the license Annual Software Maintenance and Version Subscription expiration date and so on Generally speaking DS Keys only need to be replaced if they malfunction in which
53. orage on the Asigra P DS License Server Emergency Licenses Emergency licenses can be used for emergency situations in a production environment Emergency situations might result from hardware failure of the DS License Server in the customer s environment Estimate how many Emergency DS Keys are needed for your environment and order the appropriate number the first Emergency DS Key comes free with the original software purchase For additional Emergency DS Keys a processing fee applies please contact qsales asigra com for a quote Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Asigra Licensing Policy Asigra DS License Server License Types Evaluation Licenses 20 One Evaluation license is provided to each Asigra evaluation customer at no charge based on an Evaluation Agreement some conditions may apply Additional evaluation licenses may be purchased from Asigra for a quote contact qsales asigra com Evaluation licenses may be used for 15 or 30 days depending on the test plan included with the evaluation agreement to evaluate and test the basic functionality and features of Asigra Software These licenses include an Annual Software Maintenance and Version Subscription see page 18 Product Windows Linux DS Key License Description Parameters Asigra DS License Server Requirements Available DS Modules FullFeatured DS
54. ples Example 1 Service Providers or Resellers that purchase directly from Asigra where both FullFeatured DS System online storage capacity and BLM Archiver storage capacity are less than or equal to 10 TB each would have 13 credits e 12 credits for the DS System e 1 additional credit for the BLM Archiver Example 2 Service Providers or Resellers that purchase directly from Asigra where the FullFeatured DS System online storage capacity is 43 TB and the total BLM Archiver storage capacity is 15 TB would have 46 credits e 12 credits for the first 10 TB of FullFeatured DS System storage capacity e 33 additional credits 1 for each TB above 10 on the FullFeatured DS System e 1 additional credit for the BLM Archiver Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Technical Support Policy Refund Policies 27 Example 3 An Asigra Reseller with customers that purchased licenses of under 10 TB receives credits to be used for accessing Level 3 support from Asigra as shown below of Asigra License of customers Servers per customer 10 21 1 36 120 252 72 240 504 3 108 360 756 Credit Usage Each request for support from a Reseller or Service Provider will cause Asigra to deduct one credit from the requestor s credit pool Note that if a contact with Asigra Technical Support deals with more than one request the requestor s credit pool w
55. r account with permissions to access all functions including creating other accounts is normally set up by Asigra following receipt of a request form see page 29 Asigra may limit the number of user accounts available to a customer Customers should consider what kinds of functions different staff members should be able to do and request or create accounts with the appropriate permissions for example a customer may want to limit the number of employees that can request licenses The user with the administrator account for a company is responsible for maintaining the list of logon accounts and permissions for the Asigra Technical Support web site for their company If a user leaves his her company the employee s user account should be deactivated and locked by the administrator Failure to deactivate and lock invalid support accounts is considered a security risk and a material breach of Asigra s confidentiality provisions in the License Agreement Issue Reporting Process 1 Enter any new technical support case into the Technical Support web site where it is automatically assigned a ticket number For all tickets please provide as much detail as possible about the environment and how to reproduce the issue if possible This can help expedite the investigation and possible solution 2 ATechnical Support team member will be assigned to the case and will communicate with the individual who reported the case through a variety of met
56. randed DS Recovery Tools Branded N A Branded N A Branded N A Branded Branded SharePoint DS User Multiplatform Branded N A Branded Branded Branded N A N A N A Local DS VDR N A Generic N A N A N A N A N A Generic Remote DS VDR N A N A N A N A N A N A N A N A Salesforce Plugin N A N A N A N A N A N A N A N A Legend N A Not applicable Branded Your brand name icon or splash screen can appear instead of Asigra s Generic Non branded generic splash screen always appears ASIGRA Always displays Asigra Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Branding Policy Branding Areas 35 The following software services and GUIs can be branded with your corporate identity by Asigra SERVICE GUI ELEMENTS AVAILABLE FOR BRANDING Splash n Splash rer _ A P Screen i Logo Screen Logo E Mail Icon Copyright OS GUI op left aui Report Report Notifications Help MHelp settings L corner subj line About About aunch Launch DS License Server ASIGRA ASIGRA N A ASIGRA ASIGRA N A ASIGRA ASIGRA N A DS Prerequisites Tool ASIGRA ASIGRA N A ASIGRA ASIGRA N A ASIGRA ASIGRA N A DS System Generic Generic N A Generic Branded N A Generic ASIGRA N A BLM Generic Generic N A Generic Branded N A Generic ASIGRA N A DS Billing Generic Generic N A Generic Branded N A Generic ASIGRA N A FullFeatured Windo
57. se hardware DS Key and an Emergency license hardware DS Key by FedEx e the current release s software package by Fedex Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Asigra Licensing Policy Useful Terms 10 A processing fee is charged for any changes to an Asigra DS License Server configuration except for renewals or upgrades Contact qsales asigra com for more information about processing fees and to request quotations Obtaining an Emergency License A new Asigra Production DS License Server license comes with an Asigra Emergency DS License Server license with the same license ID but a different HASP ID and DS Key Tag Follow the documentation instructions about configuration of Emergency DS License Server see page 7 Renewing Upgrading an Asigra Production DS License Server License 1 Send an E Mail to qsales asigra com for a quote with detailed information You will receive an emailed quote for the renewal upgrade license 2 Submit the following to client services asigra com s a Purchase Order for the amount of the quote e an updated c2v file for the Production DS License Server and each Emergency DS License Server generated from the Asigra DS License Server application see the Asigra DS License Server User Manual for more details s the online license request form available on the Asigra Technical Support web site make sure the correct license ID tag num
58. sion Subscription can also apply any new software versions commercially released by Asigra Asigra offers technical support solely for the latest Major Release with the latest Service Pack and Hot Fix However when a new Major Release is released the penultimate previous Major Release and its latest Service Pack only and Hot Fix only will be supported for 6 more months Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Technical Support Policy About the Asigra Technical Support Web Site 28 About the Asigra Technical Support Web Site The Asigra Technical Support web site https websupport asigra com is the interface between Service Providers Resellers and Distributors that purchase directly from Asigra and the Asigra Technical Support team It is used for communicating with our business partners for keeping track of all technical support cases and their status and for providing consistent and current information The Asigra Web Technical Support User Guide available in the Documentation section of the web site offers detailed information about the web site interface and the accounts that can be created for a customer s employees This section provides summary information User Accounts Each Service Provider Reseller and Distributor that purchases directly from Asigra should have at least one user account on the Technical Support web site The first account an administrato
59. t P Pront Program Screen Service prone corner Menu Tray Folder Uninstall Manager Windows only DS License Server ASIGRA ASIGRA ASIGRA ASIGRA ASIGRA ASIGRA N A ASIGRA DS Prerequisites Tool ASIGRA ASIGRA ASIGRA ASIGRA ASIGRA ASIGRA N A ASIGRA DS System Windows Generic N A Generic Generic Generic N A Generic Generic DS System Linux Generic N A Generic Generic Generic N A Generic N A BLM Windows Generic N A Generic Generic Generic N A N A N A BLM Linux Generic N A Generic Generic Generic N A N A N A DS Billing Windows Generic N A Generic Generic Generic N A Generic Generic DS Billing Linux Generic N A Generic Generic Generic Generic Generic N A FullFeatured Windows DS Client Branded N A Branded Branded Branded N A Branded Branded FullFeatured Linux DS Client Branded N A Branded Branded Branded N A N A N A Hsec Branded N A N A N A Branded N A N A N A DS Mobile Client Branded Branded Branded Branded Branded Branded N A Branded Ds Motebook Client Branded N A N A N A Branded N A N A N A DS Consumer Client Branded Branded Branded Branded Branded Branded N A Branded DS SmartPhone Client N A N A N A N A N A N A N A N A DS Tablet Client N A N A N A N A N A N A N A N A DS Recovery Tools Branded N A Branded N A Branded N A Branded Branded DS Recovery Tools MLR Branded N A Branded N A Branded N A Branded B
60. t the help file Note Some text may require that the Asigra name appear particularly in MSP side documents e g DS Operator Manual DS Billing Manual BLM User Guide DS Client Windows Linux Mac e Installation Guide e installation_dsclient_windows pdf installation_dsclient_windows_de pdf e installation dsclient linux pdf installation dsclient linux de pdf e installation dsclient mac pdf installation dsclient mac de pdf On line Help Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Branding Policy Branding Areas 36 e dsuser chm dsuser de chm Win32 help userhelp jar userhelp de jar JAVA help User Guide e dsuser pdf dsuser de pdf DS Mobile Client e Installation amp User Guide s installation ds mobile client pdf installation ds mobile client de pdf DS Notebook Client Mac e Installation amp User Guide e installation ds notebook client pdf DS Consumer Client e Installation installation dsconsumer client pdf e User Guide e ds consumer user guide pdf iOS Client Cloud Backup for Apple devices e User Guide s ios ds client user guide pdf Android Client Cloud Backup for Android devices User Guide android ds client user guide pdf DS User Multi platform e On line Help userhelp jar userhelp de jar s User Guide e dsuser pdf dsuser de pdf DS Recovery Tools e DS Recovery Tools Installation Guide In addition to normal
61. they must return the Software Evaluation Kit to Asigra s Toronto office If the Evaluation Kit is not received Asigra will issue an invoice for it as per the Evaluation Agreement Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Asigra Licensing Policy Request Form for Asigra DS License Server License 21 Request Form for Asigra DS License Server License Asigra Policies o RESELLER o SERVICE PROVIDER G ENTERPRISE o HYBRID PARTNER co POC 1 ASIGRA DIRECT CUSTOMER COMPANY NAME ADDRESS PHONE E MAIL o SERVICE PROVIDER o ENTERPRISE LICENSEE CUSTOMER COMPANY NAME ADDRESS PHONE E MAIL REQUEST TYPE NEW 0 RENEW c UPGRADE ASIGRA LICENSE 1D TAG ID PRODUCTION EMERGENCY LICENSE TYPE 0 PRODUCTION o EVALUATION LICENSE AGREEMENT TYPE o STANDARD D TERM RENEWAL PERIOD MONTHS SOFTWARE VERSION UPGRADE FROM VERSION if applicable ANNUAL SOFTWARE MAINTENANCE amp nYES oNO PERIOD MONTH S VERSION SUBSCRIPTION FULLFEATURED DS SYSTEM BACKUP STORAGE CAPACITY GB TB upgrade if applicable MOBILE DS SYSTEM BACKUP STORAGE CAPACITY GB TB upgrade if applicable CONSUMER DS SYSTEM BACKUP STORAGE CAPACITY GB TB upgrade if applicable GLOBAL BACKUP STORAGE EACH REPLICATION DS SYSTEM ONLINE STORAGE CAPACITY WILL BE TWO 2 TIMES THE CAPACITY CAPACITY OF THE CORRESPONDING PRODUCTION DS SYSTEM ONLINE STORAGE CAPACITY this means a capacity
62. tion and no specific reference is made to your corporate identity Full Branding Software and Documentation Full branding means that e Asigra Software icons splash screens report titles and startup menu reflect your branding See Software Branding section on page 34 Documentation primarily for end users is branded with your corporate identity See Documentation Branding section on page 35 e Documentation primarily for MSPs is branded generically as Cloud Backup Asigra is mentioned only in legal information disclaimers copyright statement document prepa ration section and no specific reference is made to your corporate identity See Docu mentation Branding section on page 35 Asigra Policies v12 0 Revision Date 2012 10 15 Asigra Inc All Rights Reserved Confidential Branding Policy Branding Areas 34 Branding Areas Software Branding The following is delivered with Asigra branding but can be branded by you after installation e DS NOC Windows Linux Branding is independent of language localization For example DS Client is currently localized in English and German and the customized branding elements are the same when the DS Client is installed in either language The following software installations can be branded with your corporate identity by Asigra INSTALLATIONS ELEMENTS AVAILABLE FOR BRANDING Icon Icon lc Path Splash Icon Icony d top left OS Star
63. ws DS Client FullFeatured Linux DS Client FullFeatured Branded Branded N A Branded Branded Branded Branded ASIGRA N A Branded Branded N A Branded Branded N A Branded ASIGRA N A Branded N A N A Branded Branded N A Branded ASIGRA N A Mac DS Client DS Mobile Client N A Branded Branded N A N A N A Branded ASIGRA N A aia N A Branded Branded N A N A N A Branded ASIGRA N A DS Consumer Client N A N A Branded N A N A N A Branded ASIGRA N A DS SmartPhone Client N A N A Branded N A N A N A Branded ASIGRA Branded DS Tablet Client N A N A Branded N A N A N A Branded ASIGRA Branded DS Recovery Tools N A N A N A N A N A N A N A N A N A edad ioe N A N A N A N A N A N A N A N A N A Da Recovery Tools N A N A N A N A N A N A N A N A N A SharePoint DS User Multiplatform Branded Branded N A Branded Branded N A Branded ASIGRA N A Legend N A Not applicable Branded Your brand name icon or splash screen can appear instead of Asigra s Generic Non branded generic splash screen always appears ASIGRA Always displays Asigra Branded Self Branding available Documentation Branding For PDF documents your splash screen appears on the cover and your brand name appears instead of Asigra Cloud Backup throughout the document For help files your brand name appears instead of Asigra Cloud Backup throughou

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