Support & FAQs


 

Common FAQs

I have created an account. Now how do I enable my ReadyNAS Vault backup?

For step by step instructions on how to enable your backup, click here.

How is my data secured at ReadyNAS Vault?

We are constantly refining our security measures to meet the rapidly evolving threats in the digital space (like viruses, attackers, hackers and all the other bad guys snooping around the internet), as well as to protect against the every day disasters that Murphy’s Law provides us (like fires, floods, thefts, and accidents). We apply classic principles of secure programming with the knowledge of the latest advances threats and countermeasures. Sometimes the principles sound vague, but below we explain them and identify some of the ways in which they are employed. We would rather you understand why your data is more secure with ReadyNAS Vault than just take our word for it.

First, we harden every server and network device and place it in the secure ReadyNAS Vault datacenter. This means applying the time-tested security principles of “Least Privilege” and “Economy of Mechanism.” In simple terms, it means we remove every program and close every port that isn’t absolutely necessary for our systems to operate, and we restrict physical access and enforce strict rules regarding the environment in which the machines are kept. It’s sort of like the military principle of information on a need-to-know basis. Unlike your home or office computer, ReadyNAS Vault machines are there to serve one, and only one, purpose – securely storing and managing your data. There are no additional programs for hackers to exploit. Our computers are housed inside locked cages in a temperature-controlled facility with redundant power, connectivity, and fire/flood protections. Access is monitored and granted to authorized-personnel-only, and food and drink are prohibited. These efforts enable us to dramatically reduce the potential avenues of attack for would-be wrong-doers and the chances of freak accidents.

Second, we insist on persistent authentication at the most granular level. This involves applying two other established security principles, “Fail-safe Defaults” and “Complete Mediation.” In other words, we start by assuming that all requests for information we receive should be denied, and then evaluate whether or not to grant permission (rather than the other way around). Then we apply this analysis to each individual request. For instance, if an ReadyNAS Vault client wants to upload a file, the software not only verifies the client’s identify before the file begins its transfer, but with each chunk of information delivered. This vigilance also helps us to dramatically reduce the opportunities for the bad guys to impersonate a client.

Third, we compartmentalize sensitive data, in accordance with the principles of “Separation of Privilege” and “Least Common Mechanism.” This means that wherever possible we split sensitive information into pieces that are insufficient to reveal anything without their corresponding part, and we keep functionality in narrowest scope possible. A commonly understood example of this that the movies and the military have combined to provide is the use of two independent keys or codes to allow the launch of weapons – one without the other is useless. The best example of this principle in action is a result of our encryption processes. Every file you store with ReadyNAS Vault is encrypted before it ever leaves your computer, and the file and the key with which it was encrypted are stored on separate devices. Furthermore, the ReadyNAS Vault team members separate their administration responsibilities such that the individuals responsible for managing the file do not overlap with those managing the keys. The result is that all files handled by ReadyNAS Vault are completely unreadable by the bad guys, even in the unlikely event they were able to get a hold of the hard drives holding the files.

We are often asked about the strength of our encryption, so here is a little more information. ReadyNAS Vault files are encrypted with the Advanced Encryption Standard, also known as AES, using a 256-bit key. The key is derived from the file itself. The United States National Security Agency has approved this algorithm and key combination for information classified as “TOP SECRET”. The key itself is then encrypted with AES, using either another key provided by ReadyNAS Vault or one of your own choosing, and stored separately, as mentioned above. It is worth noting that should you choose to use your own key, no one at ReadyNAS Vault (not even all the employees working in concert) will be able to access the contents of your files.

Lastly, we work hard to be open about the security we provide and make it practical for our users. The first guiding principle here is known as “Open Design.” In lay terms, this means decoupling the mechanisms we use to provide security from the keys we use to enforce the protection. By making the system details transparent we 1) allow our systems to be examined by experts and reviewers who can offer us feedback on future theoretical attacks or existing vulnerabilities, and 2) need only protect a small amount of discrete information. The second rule applied here is “Psychological Acceptance.” This means the security protocols we’ve chosen to implement have to be simple enough to be understood by our end users, and easy enough that we can actually count on you guys to follow them. Hopefully this explanation has helped to provide a better understanding of how we work with you to practice security, and hopefully our software will make it straightforward and painless for you to execute on it.

Never share your password with anyone. ReadyNAS Vault employees will never ask you for it.

Does ReadyNAS Vault do ‘incremental’, or ‘differential’, backups?

Each time a ReadyNAS Vault Backup runs, it follows these steps providing protection to new or modified file:

  1. The job begins to build a list of all the files that meet the Backup requirements (including those files that have already been protected).
  2. The job starts to work through the list. It may start working through the list before the entire list has been generated, so there is a possibility you will see the total list size grow even while the job is transferring.
  3. For each file the job finds in the list, it will check to see if the file is already protected. If it is, the job simply moves to the next file. This means that only new or modified files will be backed up. This is what makes the process incremental.
  4. If the file is not already protected, the job will proceed to encrypt, verify, and transfer.

If I delete a file from my hard drive, will it also be deleted from my Account?

If you delete a file from your hard drive it will not be deleted from your Account. We believe that a backup solution should not delete files just because you deleted them from your local computer either accidentally or on purpose. We keep all files, which also allows you to use our system for storage as you freeup local disk space. This compares to systems that simply “mirror” your current system.

The only way a file will be deleted from your Account is if you manually deleted it using our software tools or if you set your archiving settings to delete files after a given amount of time.  Here is a video tutorial on how to use your archiving settings: https://vault.readynas.com/help/tutorials/default.aspx#archive.

If I upgrade my subscription level, when will I get charged and will it be prorated?

Monthly billing is really simple. If you decide to upgrade your account in the middle of a monthly billing cycle, we immediately enable the features and functionality of the new subscription and simply adjust your price for the upcoming month. This way, you get all the features of the higher end account for the remainder of the month you are in at no additional cost. Just our way of saying thanks for enhancing your subscription.

Yearly billing takes a couple additional steps. If you decide to upgrade your account in the middle of a yearly billing cycle:

1. We immediately enable the features and functionality of the new subscription so you can start to take advantage of them right away. Make sure you log out and back in to your account for the change in account type to be reflected in your profile.

2. We figure out how many days of you original yearly subscription remain “un-used.” Let’s say you decide to upgrade from a $500 plan to a $1000 plan after 107 days. We would say you “used” 107 days equating to $146.58, so you have the remaining 258 days, or $353.42, of your subscription “un-used.”

3. We apply the balance of $353.42 to your new subscription level. A $1000 subscription comes out to $2.74 per day, and at this new rate, your remaining balance allows you 129 more days of our service until you are charged again.

4. Your new charge date will therefore be set for 129 days later. At this time, you will be automatically renewed at your subscription level of $1000.

How much does ReadyNAS Vault cost?

For information on the pricing of our plans, click here.



Support Helpdesk

Access the full list of FAQs at the ReadyNAS Vault Knowledge Base.