Customer Notification

January 5, 2011

If you are planning to install or upgrade servers using version 8.5 of Connected Backup, Iron Mountain recommends that you delay your deployment until version 8.5.0.1 of Connected Backup^® is available for release.

We are providing this notification as a courtesy to you, to let you know that version 8.5.0.1 of Connected Backup will be available in several weeks.

Version 8.5.0.1 of Connected Backup will replace version 8.5 of Connected Backup on the Digital Resource Center.  It includes the following items:

• When you retired a volume in the Data Center, and you then used DataCopier to move the archives off the retired volume, if Connected Backup failed to copy an archive from that volume, the DataCopier log did not record the failure. Instead, the DCMaint log captured the failure, but then erroneously marked the copy successful. This issue has been fixed.
• In previous Connected Backup versions, the reported value size of cancelled accounts did not update after compaction completed. This issue has been fixed.
• The media order pages in the Support Center and the Account Management Website contain more information to assist with the media order process.

Version 8.5.0.1 of Connected Backup is a full release that consists of an updated Data Center and version 8.5 Agents for the Windows^® and Mac^® operating systems.

What do I need to do?

If you are planning to install a new version 8.5 Connected Backup server or upgrade an existing Data Center to version 8.5, we recommend that you delay your deployment until version 8.5.0.1 of Connected Backup becomes available. This prevents the need to upgrade your Data Center immediately after installing the 8.5 version of Connected Backup.

If your Data Center already runs version 8.5 of Connected Backup, you can upgrade the Data Center to version 8.5.0.1 after it becomes available.

Iron Mountain will send you a notification when version 8.5.0.1 of Connected Backup becomes available.

Who can answer my questions?

We are glad to speak with you and answer any questions that you might have regarding this notification. If you have any questions or concerns, please contact Support at corporatesupport@ironmountain.com, or call us at one of the following numbers:

Date: November 2, 2010
Subject: New Iron Mountain’s Support System and Customer Portal
Dear Connected® Backup Customer:


As part of Iron Mountain’s commitment to establishing world class customer support capabilities, we are excited to introduce you to Iron Mountain Digital’s new Web Support Portal and incident tracking system.  This state-of-the-art system will offer an interactive and user-friendly way to submit and track support requests.  
 

What action is required?

No action is required.

What can you expect?

We will begin creating your support requests in our new system by November 8th.  With this new system, when creating an issue by phone, email or the web portal; you will automatically receive an email confirmation with your incident number.  If you reply to the confirmation email, the contents of your email response will be automatically included in the incident.  

As noted above, our new system has a new, more robust web portal.  In addition to providing web access to manage your incidents, future features include access to a new Connected Knowledge Base, enabling you to search for answers to your questions and issues.  A future notification will be sent to inform you when the Knowledge Base is available.

Currently Authorized Support contacts will receive logon credentials along with a quick start guide in the next few days.  If you are an Authorized Contact within the legacy incident management system, and have not received logon credentials by Friday November 5th, please send an email to DigitalServicesSupport@ironmountain.com.   Requests for logon credentials for Authorized contacts will be fulfilled within 48 hours of receipt during normal business hours.
 
If you have questions or concerns about this notification, please contact Iron Mountain Corporate Support at CorporateSupport@ironmountain.com and a support technician will be glad to speak with you and answer questions that you might have about this notification.

North America
1-508-808-7629
1-800-675-5971

Outside North America
+49 6102 882 88 55
Best Regards,

Iron Mountain Corporate Support
120 Turnpike Road
Southborough, MA 01772