End User Portal FAQ

Does the Backup Admin account need to be licensed?

The Backup Admin account only has to be a global admin. The account does not have to be licensed.

Can I choose which emails are backup only and which emails are backup + archive?

There is no product capability that allows a user to assign the backup type to specific users. Subscriptions are set up with the backup or backup+archive plan that is for ALL users added to the backup for that organization.

Can I move from the Archiving + Backup product to the Backup product only?

No, this is not possible. Please reach out to support@dropsuite.com to discuss creating an entirely new Backup only product and deleting the current Archiving + Backup product.

Can users be moved from one organization to another?

Every customer organization has a unique identifier in our system for identification so backed-up data is ensured to be different across organizations, therefore, backed-up data cannot be moved from one organization to another.

For a mailbox to be added to a different organization other than the one it currently resides in, the mailbox will need to be purged and the backup started from scratch in the target organization. The same is true for other backup types (OneDrive, SharePoint, etc).

What is your data redundancy within a data center?

We use AWS for our PaaS and IaaS infrastructure. All AWS data centers are SOC 1, 2, and 3 and ISO27001 certified.

Each of our AWS locations has three physical data centers known in AWS terms as availability zones (AZs).

Data at rest is on AWS S3, consistent across all 3 AZs. Our database is replicated across 2 AZs. If our primary AZ goes down, data will remain available on S3 and our databases.

We have AIM machine images for our compute instances to bring the machines up in minutes.

What is included in a SharePoint backup?

• Communication Site
• Team Site
  • Documents
  • Files
  • Text based
  • Image
  • Video
• Notebook
  • Section
    • Page Note
    • Draw note
• Pages
  • Wiki Page
  • Web Part Page
  • Site Page
• Site Content
  • Content (Contains the whole file on site, include doc, note, page)
  • Sub Site
  • Team Site (type – similar with main site)
  • Blog
  • Project Site (type – similar with main site)
• List
• SharePoint File permission

SharePoint Page Libraries are NOT backed up.

What is backed up in Groups & Teams?

Can we use Dropsuite as migration tool?

We don’t recommend using Dropsuite for migration.

1. We can backup from 1 account and then restore to another individual account (within the same tenant). This can be considered a migration tool, but in reality, it is just 1 to 1 restore. This is different from a mass migration tool. Trying to migrate using our platform will take a lot of time and work.
2. We do not restore any configurations and settings. We only backup the data and restore the same to a different account. Traditionally, these large migration companies also migrate the configurations, mailbox settings, etc., which we do not do.

Why does Advanced Search not show any Drive Results in the selected Date range?

Please recheck the selected Date Range as it filters results based on the File Modified Time.

Why does the user show "added in other subscription?"

When a mailbox shows "added in other subscription," this could mean that at a previous time, the mailbox was added to another organization.

There are two options to remedy this:

1. A request can be made to modify the mailbox from the old/current organization its added (only applies to mailboxes).
   • This will allow the mailbox to exist in the previous subscription and data will be retained for that mailbox in the event it needs to be accessed at a later date.
2. A request can be made to purge the mailbox so it can be added in the new organization.
   • Approval is required to complete a purge and confirmation of understanding must be provided.
   • Mailboxes will NOT be purged by a Dropsuite team member until adequate confirmation is received.

Why does it take so long for my initial backup to be completed?

The time to complete the initial archive can depend on any of the following reasons:

1. Number of emails added
2. Size of the mailbox
   • The greater the size of the mailbox, the longer it takes for the initial archive to be completed
3. Number and size of attachments
   • Since our archive service lets you navigate your attachments and files separately using the file manager, the more the number of attachments in the email, the longer it takes for the initial archive to be completed
4. Limitations imposed by the Microsoft Office365 API
5. Bandwidth restriction on the mail server side

For M365, why are there four applications registered? Would one not be enough?

Dropsuite only uses one enterprise application for tenants, which is listed as Email Backup.

Once the user authenticates this app, we create four tenant apps for backup; they should be listed as Backup Application XXXX.

We create four applications for backup and restore purposes and to reduce throttling.

All these four applications have the same permissions and can be used to back up any type, such as emails, SharePoint, OneDrive, Contacts, Calendars, and Tasks, Groups and Teams, etc. If you use their Office365 account to log into Dropsuite as SSO, an additional enterprise application will be registered and listed as Email Backup Login.

How long is System Status Information retained on the End-User Portal?

The History (Backup / Restore / Migrate / Download) under System Status is available as long as the organization is active. It is purged only when the organization is deleted.

If an organization is deactivated and the grace period (45 Days) is over, the organization enters a “Purge” state. At that time, the system status information is also purged. If the organization is reactivated during the grace period, then the organization then enters an “Active” state. Therefore, the old system status information is available.

What do Blue Tick (✓) & Gray Tick (✓) refer to?

A Blue Tick refers to a Licensed Mailbox and a Gray Tick refers to an Unlicensed Mailbox.

Is it possible to delete individual emails from the archive?

Once the email is backed up, you cannot delete it without purging the user completely.

Data Protection Officers (Archiving + Backup Only) have the access to delete messages that have been marked for deletion. They can add notes to messages marked for deletion for the Audit Log.