Great recovery, not so great support
July 10, 2014

Great recovery, not so great support

Lauren Fitzpatrick | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Modules Used

  • Hosted DR

Overall Satisfaction with Carbonite EVault

eVault is a server/data backup solution and hosted DR provider. The IT department will typically manage this product, but the impact of the product affects the entire organization.
  • eVault has perfected recovering your environment in the cloud during a disaster or simulated disaster. The process is quick and keeps all burden off the local IT department when it comes to recovering the systems and bringing them online.
  • Quick recovery of data/servers some localized issues such as missing files and/or corrupt servers.
  • Allows for all digital backups - no more tapes and costly secure storage!
  • In my opinion, support is terrible. It takes days for them to get back to you and then weeks to resolve issues. Problem is these are usually critical issues that need attention right away.
  • The virtual agent to backup VMs is impossible to install and once it is, it tends to have issues that cause the backups to fail. I now reboot my agent every 2 weeks to avoid issues.
  • Reporting is not good. You are unable to pull simple reports when you backup to an ERA. I needed a report to show status of jobs during a time period and was unable to produce that simple report without having to go into each job and manually download the log file.
  • It has decreased the amount of time it took to maintain backups on a daily basis. When we were on tapes, it was a daily responsibility. The digital solution runs itself each day, so as long as it is working it frees up IT's time for other projects.
  • It reduces the cost associated with having to maintain a second location and sever equipment for DR. This is a huge cost for a small business and hard to maintain on a small staff.
  • DR tests are much simpler since IT does not spin-up the DR environment. In the case of an event, eVault does the heavy lifting.
  • Unitrends,Veeam,SafeSystems
We selected eVault because it had the security and offerings we needed as a financial institution. Unitrends came in a close second, but at the time did not have the exact offerings we needed. It has been announced that Unitrends now has these offerings and we will be evaluating them in the future.
It would be important to discuss SLA expectations, what form of back-up you are interested in as they each have different challenges. This product is best suited for smaller IT departments that don't have the manpower or physical location to host and maintain a backup solution.

Using Carbonite EVault

Support and consistent functionality of the product are the biggest reasons we would not renew. The biggest reason TO renew would be the quality of the restoration process in a disaster recovery event.