Frequently Asked Questions

How is Diamondback Data different than its competition?
Diamondback Data sets itself apart from the competition through our product offering and service. Most of our competitors offer backup "plans" depending on the amount of data that is backed up. This can be very confusing to most home and business users as they usually don't know how much data they have on their PC. Customers can quickly be surprised when they are charged considerably higher prices based on volume. Diamondback Data takes the guesswork out of online data backup and provides truly unlimited backup to each home and business user at a very reasonable price. Additionally, our support desk is staffed by some of the most experienced technicians in the industry. You can be sure that if you need assistance, you will speak to a live person. Many of our competitors offer only e-mail support for technical assistance. Then you wait hours or days to have your questions answered.
back to top

Why use Diamondback Data versus an external hard drive?
External hard drives are just that; hard drives. If you are visiting our site you probably know hard drives can crash and data can be lost. If you use an external hard drive you have to consciously choose to backup your information. There are some programs that can do it automatically for you, but you have not reduced your risk of a hard drive crash, theft, natural disaster, fire etc. The proper solution is to take the guesswork out of backup and automatically backup and store your data off site in a secure environment.

Where is my data stored?
Your data is stored remotely in our data center located in Brunswick, Maine. The data sent to our data center is unrecognizable to anyone other than its owner.
back to top

How secure is the data center?
The data center sits on a 12 inch raised floor and is braced for seismic activity. The Diamondback Data storage servers at the data center are further secured by INERGEN flame suppression systems and additional third party fire monitoring on a 24/7 basis. The data center contains sensors in the floor and ceilings that monitor temperature and air quality for quick detection of adverse environmental conditions and potential threats. Closed circuit television monitoring ensures the data center is secure on a 24/7 basis. The facility is staffed by technicians 24/7, in addition to being hardwired and remotely integrated with local law enforcement and fire protection services. The servers themselves are operated on a redundant system to ensure each server is continually backed up for maximum continuity. Our servers are backup tested each Monday at full load levels to ensure proper performance and user protection.
back to top

What happens during a power loss?
Every server in the facility utilizies a systemwide UPS (Uninteruptible Power Supply) and backup generators with a capacity of 7+ days operating time. These systems take over until normal power is restored.
back to top

How long does it take to backup?
The time required for the initial "seed" backup varies depending on internet connection and amount of initial data being backed up. The backup process will run silently in the background while you use your PC. Some customers will start the initial backup at night to take advantage of less congested internet speeds. Simply start the initial backup and you can monitor the progress by viewing the status bar. After the initial "seed" backup, regular scheduled backups and manual backups are very quick and will not interfere with your PC performance.
back to top

How do I backup multiple computers?
Each computer requires a license and the Diamondback Data software. If you have multiple computers you can purchase additional licenses in your shopping cart.
back to top

How do I pay for the service?
Customers have two options regarding payment. The monthly subscription option will charge your credit or debit card monthly or you can purchase an annual subscription at a discounted price.
back to top

Can my private information or data be viewed by anyone?
No. The data sent to our storage facility is encrypted to ensure privacy. The files that are being stored, regardless of type are unrecognizable to anyone including Diamondback Data staff and technicians.
back to top

What happens if I lose my security key?
If you lose your security key you will have to call our help center. You will be asked a series of questions that only you would know in order to authenticate user information.
back to top

How often can I backup?
Data will be backed up daily at a schedule of your choosing. You can also backup manually when appropriate (PC or Server).
back to top

How much information can I back up?
UNLIMITED. There is no limit to the amount of data that can be backed up. Your pricing will NOT change based on volume (PC or Server)
back to top

How will I know my computer has backed up properly?
You will receive an on screen notification when your backup is complete. If for some reason a file or folder was not backed up, you will receive an on screen notification and explanation. If further assistance is needed you can call our live technical support for additional assistance.
back to top

Can I cancel my subscription?
Yes. If you have purchased an annual subscription you simply do not renew if you want to cancel. If you have purchased a monthly subscription you can cancel at any time with 30 days advance notice.
back to top

What happens to my data if I cancel?
If you cancel your monthly subscription or do not choose to renew your annual subscription your data will be purged from our storage facilities and erased.
back to top

How do I change my credit card information?
Simply log in to your account and choose the update credit card information.
back to top

Can I receive live technical support if I need help or have questions?
Yes. Simply call Diamondback Data to speak to our live localized technical support staff.
back to top

Can I backup my Mac?
No. The Diamondback Data software currently supports PC users. We hope to have a Mac product functional shortly.
back to top

Is it safe to delete or erase my hard drive after backing up?
Users should not intentionally delete or erase data from their machines simply because they have backed up. Each backup is saved for a 30 or 60 day retention period depending on the version purchased. Each backup securely stores your data for 30 or 60 days from the backup date. This eliminates the need for disc and other external backup procedures. Diamondback Data is a backup and disaster recovery software intended to secure and store all data backed up by the user. It should not be used as a repository to replace your PC hard drive.
back to top

Why did I receive a message saying my backup was unsuccessful?
Depending on internet connection and amount of data being sent it is possible that the upload of data can be interrupted by a failed internet connection. Internet connections can momentarily lapse and interrupt the transmission of data. If this happens the software will automatically retry sending from where it left off. You can click the Retry Now button to resume backup. You can monitor the progress of your backup by looking in the lower left corner to see how much information has been sent.
back to top