This FAQ provides clear, concise answers to common questions about Axcient’s backup and disaster-recovery solutions available via Atera. It covers topics such as account activation, supported platforms, storage quotas, billing models, data security, migrations, and support.
General Information
Q: What products are available through Atera?
A: Axcient offers x360Recover Direct-to-Cloud for workstation and server backups, and x360Cloud for Microsoft 365 and Google Workspace backups.
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x360Recover Direct-to-Cloud (D2C)
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x360Cloud
Q: How long does activation take?
A: Activation and vault provisioning typically take up to 2 business days after signup in Atera.
Q: What if I don’t receive the activation email?
A: Contact Axcient Support to have the activation reset and the setup email resent.
Q: What email should I use for activation?
A: Use a unique email address that hasn’t been previously registered with Axcient.
Trials and Subscriptions
Q: Is there a free trial?
A: Yes, a 30-day free trial is provided. After that, the subscription auto-converts to paid; manual conversion before 30 days is not available.
Q: How do I cancel my Axcient account or trial?
A: Admins can cancel directly from the Atera App Center > Axcient page. This sends an automatic removal request to Axcient.
Q: If usage drops to zero, will I still be billed?
A: No. When usage is reduced to zero, billing stops automatically.
Billing and Reporting
Q: How is billing handled?
A: Billing is monthly by default, with annual options available through Atera. Charges are billed per license (workstation/server/cloud), and invoices with detailed CSV breakdowns are accessible under Atera > Admin> Subscription> Invoices.
Q: Can I buy additional licenses or storage?
A: Yes, additional workstation, server, or cloud licenses can be added anytime. All quotas are pooled within your account.
Q: Can I view or export usage reports?
A: Yes. Reports and usage data can be viewed or exported as CSVs from Atera’s Subscription module, the Axcient portal or, for higher subscription, the Appcenter Usage Analytical report.
Supported Platforms and Environments
Q: What platforms does Axcient support?
A:
x360Recover: Windows workstations and servers; some Linux versions (for local or Direct-to-Cloud backups).
x360Cloud: Microsoft 365 and Google Workspace.
Q: Does Axcient support Linux or Mac?
A:
Linux: Supported for Direct-to-Cloud and local storage (specific distros listed in documentation).
Mac: File-level backups only; limited support.
Q: Are cloud and local backups supported?
A: Yes. Direct-to-Cloud supports cloud and optional local cache storage for fast recovery.
Q: Does Axcient support Azure Direct-to-Cloud?
A: Not currently, Azure D2C is planned for future release.
Licensing and Storage
Q: Can I have multiple Axcient licenses?
A: Yes, you can have multiple workstations, server, and cloud licenses, all pooled together for combined storage.
Q: What happens if I exceed my storage quota?
A: You can either purchase more licenses or pay overage fees under Axcient’s fair-use policy.
Q: Can I use a local server for backup storage?
A: Yes. Axcient’s local cache feature lets you store backups on-premises (including supported Linux servers) for faster recovery.
Q: Are backups chain-free?
A: Yes. Axcient uses chain-free architecture, meaning each backup can be restored independently.
Security and Data Protection
Q: How secure is my backup data?
A: All backup data is protected with AES 256-bit encryption both at rest and in transit. Air-gap protection and local cache safeguards prevent malicious deletion.
Q: Where is my data stored?
A: Data is stored in-region within Axcient data centers located in the US, Canada, or the EU and never leaves the originating region.
Q: Does Axcient support retention policies?
A: Yes, you can configure custom retention policies for each client in the Axcient portal.
Q: Does Axcient support deduplication and compression?
A: Yes. Built-in deduplication and compression reduce storage use by up to 50–90%, depending on data type.
Account and Migration
Q: Can I migrate my existing Axcient account to Atera?
A: Yes, for the migration, you just need to contact our support.
Q: How do I add or manage add-ons?
A: Add-ons (like x360Cloud or x360Sync) are enabled or disabled directly within the Axcient portal, not from Atera.
Backup Management
Q: How do I install the Axcient agent?
A: Manually download and install the agent from your Axcient portal; Atera does not currently provide auto-deployment.
Q: What happens with incomplete backups?
A: Incomplete or failed backups can be viewed and managed in the Axcient portal. Removing them helps free up space.
Q: How do I recover deleted backups?
A: Contact Axcient Support immediately. Recovery may be possible, but is not guaranteed once deletion is complete.
Q: How are backup and retention policies configured?
A: Configure these in the Axcient portal for each site or client, including retention schedules and frequency.
Support and Availability
Q: Who provides technical support?
A:
Atera: Activation, billing, and integration questions.
Axcient: Product, agent installation, technical issues, and recovery assistance.
Q: What are Axcient’s support hours?
A: 24/5 general support and 24/7 critical case support via the Axcient portal or phone.
