F.A.Q.

ALL THE ANSWERS YOU NEED

GENERAL QUESTIONS

What is Veeam Cloud Connect?

Veeam Cloud Connect is a service offering designed to allow users of Veeam Backup & Replication to store backups off-site on the resources of a service provider; we act as a convenient, secure, and reliable off-site backup repository integrated into the Veeam console.

What are the advantages of Veeam Cloud Connect?

Veeam Cloud Connect is an easy way to add an off-site backup to your backup strategy; just create an account, add a tenant, and instruct your existing Veeam Backup & Replication installation to take backups to your off-site repository.

You choose the type and frequency of backups, and can modify them at any time; with a few simple clicks, you've protected yourself against a wide range of events that may affect both your primary data and the on-site backups (natural disasters, malicious employees, and many others).

Who operates the Veeam Cloud Connect service?

THINFACTORY NV is a pan-European service provider operating out of Zaventem, Belgium; with over a decade of experience in the Belgian and European markets, we provide organizations with cloud orchestration for remote desktop, Infrastructure as a Service, managed hosting and consulting solutions.

What software do I need to use the Veeam Cloud Connect Service?

You must have Veeam Backup & Replication v8 or above installed in order to use the Veeam Cloud Connect service.

What if I don't have Veeam Backup & Replication?

No worries! Our cloud builder services department can help you with your local installation, configuration and licenses; just contact us, let us know your requirements and we'll be happy to provide you with the best solution and service.

What is our affiliation with Veeam?

We are a Veeam partner accredited to resell licenses and provide a hosted Veeam Cloud Connect service; we are also a partner of Microsoft and VMware.

Do you have a solution overview?

Veeam Cloud Connect provides a fully integrated, fast and secure way to backup and restore from the cloud. Simply add us as a service provider and point your backups to your hosted backup repository!

Do you have a maintenance schedule during which Veeam Cloud Connect is unavailable?

We strive to provide continuous and uninterrupted availability of all our services and execute any planned works within a specific maintenance window.

For our Veeam Cloud Connect service, the maintenance window occurs every Tuesday between 8pm and 11pm UTC; we do not send notification for non-disruptive maintenances, and we make sure that active backup or restore jobs are not affected.

If we need to perform a maintenance which impacts the availability of the Veeam Cloud Connect service, in addition to scheduling it within an upcoming maintenance window, we will also notify the tenants and account owners via e-mail at least 7 calendar days before the effective maintenance date.

ACCOUNT MANAGEMENT

What do I need to open an account with Veeam Cloud Connect

Not much! Just register by providing a username and a password, and you will be automatically enrolled for our 30 days free trial! This way you can go right ahead and give our service a spin without filling in long and tedious forms, waiting for approval, or dealing with payments and chargebacks.

When you're ready to sign up, we'll ask you to provide the necessary billing information, and depending on the payment method chosen, additional information necessary to correctly facilitate payment.

What is an account?

A Veeam Cloud Connect account is an administrative entity tied to a specific organization; each account has a username and a password that grant the account access to the protected section of this website.

Each account has one or more tenants, which are individual repositories, each with its own username and password; these tenant credentials are filled into the configuration of the Veeam Backup & Replication software to enable off-site backups.

What is a tenant?

A tenant is an individual repository that contains the data uploaded by Veeam Backup & Replication; a single account can create any number of tenants.

Some organizations create just one tenant which they use for all of their off-site backups; other organizations instead choose to create dedicated tenants for different departments, projects, or in the case of resellers, for different end-users.

Each tenant has a unique username and password combination that is required to access the data of that tenant, and which must be configured into the Veeam Backup & Replication software to enable off-site backups. Tenants, even those belonging to the same account, can't access each other's data.

How many tenants can I create?

We do not limit the number of tenants on any paid subscription; you are allowed to create as many tenants as you need which fit the capacity allocation of your subscription.

Note: A trial subscription is limited to one tenant with up to 1TB of storage.

What is the difference between an account and a tenant?

An account is used for administrative purposes only, and is tied to a specific organization for contractual and billing purposes. Each account can create one or more tenants, which in turn act as independent backup repositories, each with dedicated credentials.

This enables a single organization to manage all of its billing centrally, but create multiple tenants for different departments or employees. Tenants can also be created by an organization wishing to resell this service to create accounts for their end-users.

SECURITY

How safe is Veeam Cloud Connect?

It's safe! Our equipment is co-located across diverse commercial tier III+ datacenters, with 24/7 security staff present at each location and extensive access controls.

Each of our storage pods is internally redundant, utilizing RAID 1 or better to ensure data availability even if a failure of a physical hard drive occurs; around the clock monitoring assures that any anomalies and faults are identified and rectified quickly.

How secure is Veeam Cloud Connect?

We take security seriously and utilize industry best practices to ensure the security of our infrastructure and the privacy of our customer data.

In addition to physical access controls in place which are maintained by our datacenter operator partners, we embrace the principle of least privilege when managing accounts internally, make extensive use of VPN technology for management access, and have a range of internal processes and procedures designed to reduce the possibility of unauthorized access, intentional or accidental, by any internal or external attackers.

Is it safe to send my data over the Internet?

Yes! The Veeam Cloud Connect technology uses built-in encryption and transfers all the data over an encrypted SSL connection using the same methods as online banking and governments do.

How does the Veeam Cloud Connect encryption work?

Veeam Cloud Connect has a complete set of encryption functionalities to guarantee data confidentiality; SSL, TLS, AES, are all terms you may have heard of; If you are interested to learn the details of how these technologies are used, and how they can guarantee the privacy of your data, the following video is for you.

COMMERCIAL

How long can I use the trial subscription?

All accounts receive a 30 days trial which allows to create one Veeam Cloud Connect tenant with a capacity up to 1TB. When the trial subscription ends, you will need to subscribe to a paid package in order to keep using the service.

Do I need a credit card to test the service?

No, we believe in a no-nonsense service; in order to receive the 30 days trial, you only need to provide us with a username and password.

What is the difference between fix (pre-paid) and flex (post-paid) subscriptions?

We offer two models which can be used concurrently in any combination of subscription that our customers find suitable.

In the flex model, the customer pays at the end of the billing period based on the highest amount of utilization the subscription exhibited during the previous billing period.

In the fix model, the customer pre-pays for a certain amount of capacity, at a considerable discount.

When a customer requires more capacity than originally committed to, it's always possible to purchase an additional fix or flex capacity for the difference between the already pre-paid and required amount of storage.

Why are fix (pre-paid) subscriptions cheaper?

Fix subscriptions can benefit from significant discounts; when a customer purchases a fix subscription, a reservation is made for a specific amount of capacity that allows us to better plan our expansion and procure the resources required. We pass some of these savings back to our customers to reward them for their loyalty and foresight!

Do I get a discount as a reseller?

Yes! Resellers who are part of our cloudPlaza Channel & Partner network can contact their Partner Manager to enable discounts on their account.

Can I change a flex (post-paid) to a fix (pre-paid) subscription?

Absolutely! When you convert a flex subscription to a fix subscription, your will get billed for the selected pre-paid period and the pro-rata charge for the flexible usage.

Are there hidden fees or conditions I should take into account?

There are no hidden fees beyond the cost per GB of Veeam Cloud Connect storage, our service is all-inclusive does not restrict the amount of virtual machines, backup jobs or restores; the limit is set to the storage capacity of your repository.

Can I buy Veeam licenses from you?

As a Veeam partner, we resell licenses for all Veeam products; however, our helpdesk and cloud broker services team only support Veeam Backup & Replication and Veeam Cloud Connect.

BACKING UP

How do I add your Veeam Cloud Connect service as an off-site backup destination?

Easy! After opening an account with our Veeam Cloud Connect service, and creating at least one tenant, you can configure the tenant's credentials into the Veeam Backup & Replication software.

All that's required is the tenant's username, password, and a destination URL that is available to you from the account management section of this site!

  1. In the Service Providers section of Backup Infrastructure, click on "Add Service Provider"
  2. Enter the server location of your Veeam Cloud Connect tenant repository, and a description
  3. Click on "Add" to create a new pair of credentials, or click on "Manage Accounts" to update existing credentials
  4. Enter the username and password of your Veeam Cloud Connect tenant repository, and a description
  5. Review the repository name and capacity allocated to your tenant
  6. Review the Service Provider configuration and tenant repository details
What port do I connect to?

Our Veeam Cloud Connect service is available on the default port 6180.

What does the error "Unable to connect to the service provider" mean?

Your local infrastructure was unable to reach your hosted Veeam Cloud Connect repository; we recommend you to check whether:

  1. The port is set to 6180
  2. Your operating system and network firewall allow connections your hosted repository
How do I configure Veeam Backup & Replication to perform off-site backups?

After you've configured Veeam Backup & Replication with your Veeam Cloud Connect service tenant, you can simply create backup jobs as you would locally, with any type, configuration and frequency, but utilizing the off-site destination instead. It's simple!

  1. In the Jobs section of Backup & Replication, click on "Backup Job"
  2. Enter the Backup Job name, and a description
  3. Click on "Add" to go to the virtual machines list
  4. Select the virtual machines you would like to add to the backup job; use the shift key to select multiple machines
  5. Click on "Recalculate" to review the estimated backup size
  6. Select the Veeam Cloud Connect tenant repository
  7. Configure the Backup Job frequency and schedule
  8. Review the Backup Job configuration and details
How do I deploy and configure Veeam Backup & Replication?

To use Veeam Cloud Connect, you need to have a working installation of Veeam Backup & Replication v8 or above. Feel free to contact us if we can be of any assistance; the following video will guide your through a standard deployment.

What if I need to backup a large amount of data?
Do you offer seed data loading or off-loading?

We allow our customers to ship USB disks with their Veeam Backup & Replication data to our office at a fixed cost per physical USB disk to import the data; after copying the data to your repository, we will ship the USB disk back to you.

The return shipment will be handled via your preferred carrier where you schedule a pick-up at our office, or alternatively, we invoice you our shipping costs.

Why is the data smaller than the original virtual machines?

Veeam Cloud Connect uses sophisticated algorithms to detect duplicate files; all unique files are compressed and transmitted to your off-site hosted repository resulting in a smaller size on your off-site repository.

How do I maximize my storage utilization?

If you place multiple virtual machines in the same backup job, duplicate files will only be stored once; this allows you to store the data more effectively and reduce your storage requirements.

Where can I see the capacity of my tenant repository?

Your Veeam Cloud Connect repositories and their capacity information is available in the Backup Repositories list and are identified as a Cloud type.

How do I know when a Backup Job uses my off-site repository?

The repositories of our Veeam Cloud Connect service all start with the VCC- prefix; this enables you to sort your backup jobs on the Target to identify your off-site backup jobs.

Where can I find the deduplication, compression and bandwidth information?

When you select a Backup Job, you will see detailed information of the last run; alternatively, you can find details of each run in the archived history.

  1. In the Backup section of Backup & Replication, click on "Backup Job"
  2. In the Backup section of History, click on "Backup Job" run
  3. In the Backup section of History, double-click on a "Backup Job" run
Which hypervisors do you support?

Any hypervisor supported by Veeam Backup & Replication can be used by Veeam Cloud Connect, including VMware vSphere and Microsoft Hyper-V.

Do I still need local backups and infrastructure?

No, you can use the Veeam Cloud Connect as your only repository; this enables customers to avoid making extensive investments in hardware, such as additional disks or tape drives, to store backups locally.

We recommend our customers to migrate to off-site Veeam repositories to stop the expensive hardware and operating costs of local infrastructure and the risks involved.

RESTORING

How can I restore an off-site backup?

Easy! Just use the Veeam Backup & Replication software to do a regular restore just as you would for a local backup. If you're restoring to a fresh instance of Veeam Backup & Replication, you'll first need to configure the tenant which contains the backup data you wish to restore by providing the tenant's username and password to the Veeam console.

Are there hidden fees or conditions on restoring backups?

None at all! You can begin a restore at any time, and restore any number of times, at no extra charge.

What if I need to restore a large amount of data?

We understand that restoring data is not always fun, and often you want to restore as fast as possible. If needed, we can copy your data to one or more USB disks with a full or partial restore of your virtual machines.

Typically, we will charge the cost of the USB disks and shipping and charge you a fixed cost per 1TB of data transfer; the USB disk should be plug and play to perform a local recovery via the Veeam console.

Can I restore my virtual machines in your datacenter?

Although the service is not yet available via the self-service portal, we can restore your VMware vSphere virtual machines on our infrastructure; please contact us if you are interested in our cloud builder or hosted services.