Customer Support
FAQ regarding the Sale of Backrightup's assets:
For removing authorization for the Backrightup application’s permissions, consult our guide on how to revoke or remove the Backrightup app from Azure DevOps.
Customers’ with backup data stored in Backrightup-owned storage, may contact us at support@backrightup.com
Customer backup data stored directly with Backrightup will be irretrievably deleted thirty (30) days after the subscription termination date.
We recommend that you determine the best solution for you, based on your specific requirements. We have provided information about one alternative Azure DevOps and GitHub backup provider as part of your termination notice. Please refer to the attachment in your termination notice email for details.
Due to the proprietary nature of the backup data, Backrightup does not provide migration support to new providers. You remain responsible for managing your data backed up by the Backrightup application prior to the end of your subscription period and managing the transition to a new provider of your choice. Steps to do this are as follows:
Sign up for an alternative Azure DevOps and GitHub backup provider before your Backrightup subscription termination date
Start your backups with your new backup provider
Remove Backrightup as an authorized application by following the steps in our Guide Link.
Backrightup is offering a pro-rata refund for the unused portion of a pre-paid subscription. We will calculate the refund using a straightforward time-based method, taking into account the total amount paid, the service period, and the unused days remaining after the subscription termination date.
Receipt of the refund will depend on how you paid. For customers who have paid via credit card, the refund will be processed automatically and returned to the credit card used for payment. For customers who have paid via wire transfer, our support team will contact you.
For assistance during your remaining subscription period, please contact our support team at support@backrightup.com.
Backrightup will communicate important updates via email, so please ensure your contact information is up-to-date in your profile to receive all notifications promptly.
The Backrightup software service is being terminated due to the sale of Backrightup’s assets to a new entity. This transition impacts the ability to continue offering services in the same manner under your existing agreement. Customers will receive support during the termination notice period and information on alternative solutions. If you have further questions, please contact support@backrightup.com.
Transferring existing subscriptions to the acquiring entity is not an available option at this time. For continued back up services, Backrightup has identified an alternative vendor offering Azure DevOps and GitHub backup solutions. Details about this vendor are included in your termination notice, and our support team is available at support@backrightup.com to provide information to assist with your transition.
DATA ACCESS AND TRANSITION
Q: What happens to the data backed up by Backrightup?
* Customer backup data stored in customer-owned or managed environments remains the customer's responsibility; Backrightup's subscription termination does not move or delete that backup data.
For removing authorization for the Backrightup application’s permissions, consult our guide on how to revoke or remove the Backrightup app from Azure DevOps.
Customers’ with backup data stored in Backrightup-owned storage, may contact us at support@backrightup.com
Customer backup data stored directly with Backrightup will be irretrievably deleted thirty (30) days after the subscription termination date.
Q: Can you share alternative providers to Backrightup's services?
We recommend that you determine the best solution for you, based on your specific requirements. We have provided information about one alternative Azure DevOps and GitHub backup provider as part of your termination notice. Please refer to the attachment in your termination notice email for details.
Q: Once I select a new provider, will Backrightup assist in migrating my data or other transition assistance?
Due to the proprietary nature of the backup data, Backrightup does not provide migration support to new providers. You remain responsible for managing your data backed up by the Backrightup application prior to the end of your subscription period and managing the transition to a new provider of your choice. Steps to do this are as follows:
Sign up for an alternative Azure DevOps and GitHub backup provider before your Backrightup subscription termination date
Start your backups with your new backup provider
Remove Backrightup as an authorized application by following the steps in our Guide Link.
REFUNDS
Q: Will I be given a pro-rata refund and if so, how will you calculate the amount and how will I receive it?
Backrightup is offering a pro-rata refund for the unused portion of a pre-paid subscription. We will calculate the refund using a straightforward time-based method, taking into account the total amount paid, the service period, and the unused days remaining after the subscription termination date.
Receipt of the refund will depend on how you paid. For customers who have paid via credit card, the refund will be processed automatically and returned to the credit card used for payment. For customers who have paid via wire transfer, our support team will contact you.
COMMUNICATION AND SUPPORT
Q: Who is the primary contact for questions during the remaining subscription period?
For assistance during your remaining subscription period, please contact our support team at support@backrightup.com.
Q. Are there any steps I need to take to ensure I receive communications from Backrightup during the remaining subscription period?
Backrightup will communicate important updates via email, so please ensure your contact information is up-to-date in your profile to receive all notifications promptly.
FUTURE OF BACKRIGHTUP
Q. Could you provide more information on why my Backrightup subscription is being terminated?
The Backrightup software service is being terminated due to the sale of Backrightup’s assets to a new entity. This transition impacts the ability to continue offering services in the same manner under your existing agreement. Customers will receive support during the termination notice period and information on alternative solutions. If you have further questions, please contact support@backrightup.com.
Q. Will Backrightup notify customers if the acquiring entity intends to offer a similar or replacement service? Could the customer potentially continue with the acquiring company under a new agreement?
Transferring existing subscriptions to the acquiring entity is not an available option at this time. For continued back up services, Backrightup has identified an alternative vendor offering Azure DevOps and GitHub backup solutions. Details about this vendor are included in your termination notice, and our support team is available at support@backrightup.com to provide information to assist with your transition.
Updated on: 22/01/2025
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