Q: How long will it take to prepare a backup?
About 2 weeks.
Q: What file type will the backup be?
The file is provided in a ".BAK" file format. Our team compresses and password-protects the file in a 7zip format. 7zip is open source and is available as a free download, which you will need to use to extract the files. Most PCs will be x64 (64 bit Windows) or x86 (32 bit Windows).
Q: Can we receive the backup in a non-SQL format?
Yes, we can do a .csv file from reports, but it would need to be re-scoped and include SC hours.
Q: Can we pick the time that the backup is run?
No, this cannot be requested as we use automatic backups already in place that vary significantly on time of day.
Q: How do I access the file(s)?
One-time backups are accessed through Amazon WorkDocs.
For recurring backups, our Professional Services team recommends using CyberDuck, a free and open source FTP/SFTP solution for accessing your files. This has been tested and verified to ensure it will work for accessing your files.
Note: ETO Support is unable to access your files directly for you. We recommend performing any initial testing with CyberDuck prior to using your organization's own FTP/SFTP software. This will help us troubleshoot where access issues may lie.
Q: CyberDuck is requesting a registration key. What do I do?
Some approaches to downloading CyberDuck (such as through the Windows Store or Mac App Store) come with a registration key that disables a donation prompt. While you may choose to purchase a registration key to support the development of CyberDuck, the registration key is not required to use the software for transfer files.
If you are unable to bypass this registration key to find your backups, please try the following steps:
In CyberDuck, navigate to the Menu options > Bookmark > History > Find AmazonS3.
Q: May I have some kind of mapping document or data dictionary?
You can request a Data Dictionary/ERD through your Account Manager or the Professional Services team member. In order to gain access to the file, you will need to sign an NDA.
After you have received and reviewed the Data Dictionary/ERD, please forward your questions to the ETO Support Team via email at eto@bonterratech.com.
Note: ETO Support is unable to provide support for accessing your SQL export, nor can we provide comprehensive answers about tables/structure. However, we will do our best to answer questions about specific data points you may find in the file.
Q: The password provided with the backup wasn’t needed to access the data. What is it for?
The password provided is only needed to unzip the files. It is not needed to access SQL Server, as you will need to set up your own password for that.
Q: I lost the password provided via PrivNote/SafeNote. Can you resend it?
Yes, we can get this password from our CloudOps team for you.
Q: Where are my attachments?
Neither the recurring nor one-time backups will include attachments from ETO.
Q: Can you help me extract my data from the SQL file?
A Professional Services team member can help with accessing the file from our AWS. However, they cannot assist with downloading or using Microsoft SQL Server or any other tools used to extract data from the received SQL file.
Q: I'm unable to download the .zip file on my Mac. What do I do?
You may need to download another app to access zipped files on a Mac. On MacOS, we recommend using The Unarchiver, a free file archiving tool.
Q: How long do you keep database backups for?
We store database backups for 13 months after it's created.