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| 1. How (and when) do I pay the monthly subscription fee? |
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We accept payment by credit card only. To send us your billing information, open the Connected software and select Options | Billing from
the menu bar. When you click OK, the information that you provided will be encrypted and transmitted to our secure data center. The information is not
retained on your system so anyone having access to your computer will not be able to see it.
Thereafter, you will be billed monthly on the anniversary
of your account's start date. So, if you opened your account on the 15th of the month, that's when you will be billed each month. |
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| 2. What if I need a receipt? |
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| Whenever your card has been charged, a message acknowledging the charge is downloaded to your computer the next time you connect to us.
It is stored in \Connected\Messages. It is a text file that can be viewed and printed with any word processor. |
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| 3. How do I upgrade my backup plan? |
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| To upgrade your backup plan and increase your storage limits, select the backup plan that suits your needs (please see
descriptions of your backup plan options below). Then contact customer support with your request by one of the following methods: |
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Call 800-647-3078. Customer support representatives are available 6:00
A.M. to 5:00 P.M. Pacific time, Monday through Friday. |
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Click here to send customer support an email with your request. |
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| 4. $14.95 software edition - features & limitations - Premium Data Backup |
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With the $14.95 software edition, users may choose Automatic or Manual file selection. In Automatic mode, the software will search
the entire hard disk for data files and include them in the backup set. Data files are files that you created, such as documents, e-mails, and
preferences or settings - just about everything except program applications and other files that don't change. You can review and fine-tune the
selections by adding and removing files from the backup set. There are special tools to help you set conditions that define which files to include
or exclude.
You may protect as many files as you wish, any place on your hard disk - individual files or entire folders - but you are limited
to a total size of 4 GB in your backup set. For detailed information, review some of the other topics on this site. |
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| 5. $19.95/month software edition - features & limitations - Premium Plus System Backup |
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With the $19.95/month software edition, you will be able to backup your entire system. In the event of a hard disk crash, lost/stolen PC,
virus or application corruption, you will have the ability to "heal" your PC with this Premium Plus package and restore your PC to the state it
was in before the event occurred.
The Premium Plus System Backup package does not allow you to deselect files or folders from backup because of the
"heal" capability. Healing restores your PC to a point-in-time in which it worked correctly. In order for "heal" to take place, a full
system backup must occur. Your entire hard drive is automatically scanned for the data files and applications necessary to restore your PC.
With this backup plan, you are limited to a total size of 10 GB of total size. If data on your hard disk exceeds 10 GB, we recommend that you choose the
Premium Data Backup plan offered at $14.95/month protecting up to 4GB of data only. The Premium Data Backup plan allows you to deselect files or folders from your backup set. |
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| 6. Where to get your billing questions answered |
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| Inquiries about charges to your account should be directed to support@connected.com |
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| Get Started | Support |
FAQs | Email Support |
