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Frequently Asked Questions

General information

Who is Comet for?

Comet is designed for data backup service providers. This can include any business that provides a computer backup service to their customers, even if that is not their core business. We do not sell directly to the public. Our typical customers include:

  • Data backup service providers
  • IT support companies
  • Managed service providers

Who are the end users of Comet?

You can sell Comet to anyone with data. We’re constantly amazed at the range of businesses that can benefit from online backup. It suits anybody with information that needs protecting. This ranges from a single device to enterprise scale environments.

Technical

What hardware do I need to run Comet?

You can actually run a backup company, using Comet as the software platform, without owning any hardware of your own. Comet can be run from a VPS, and you can instruct it to store data directly on one of our approved Cloud storage providers. Alternatively, you can run the entire system on your own hardware (or a combination of both). You choose.

Is Comet Linux or Windows based?

Both the Server and Client components run natively on Windows and Linux. The self-installer is incredibly simple, and there are no third-party software dependencies (eg Java, .NET etc)

You mentioned “chunking”. What is that?

Glad you asked! Comet backs up data by first splitting it into variable-sized chunks, which are individually compressed, encrypted, and uploaded. Comet uses data-dependent chunking, efficiently splitting a file into consistent chunks even in the face of random inserts.

How does chunking help?

Faster backups, faster restores, better deduplication, smaller uploads, smaller downloads when restoring, reduced data storage, better security, vastly reduced risk of corruption. It’s the game-changer that makes Comet so unique.

I’m wondering about data sovereignty. Where is data stored?

Comet can be installed on your hardware, or the Cloud environment of your choice. We do not store any identifiable information about your customers or their data. If you want to use MyClient for your backup monitoring, you can choose a hosting location in either the USA, or UK when you sign up.

Comet CloudView is currently only available in the UK.

Billing and payment

What payment methods do you accept?

We accept credit card payment using Visa and MasterCard. We also accept direct bank deposit through telegraphic transfer.

What currencies do you support?

All of our services are quoted in United States Dollars, and payment is also only accepted in USD. Please use a currency converter (e.g. www.xe.com) to check the costs in your own currency

How does billing work?

Comet uses an account credit system. You need to keep a positive balance of credit in order to keep your licenses active. Credit is consumed as you use our licenses. Eg; one protected device license costs 2 dollars every 30 days; once 30 days has elapsed, another $2 will be deducted from your credit. More information is on the pricing page.

How often do I need to top up my account?

You are in complete control of your purchasing – that is one of the benefits of Comet. You can top up regularly, or buy in bulk and save. Purchased credit lasts 12 months, so you will need to top-up at least once per year.

Can I top up my account automatically?

Soon we will introduce automatic top-up features to help you with this.

Do I need licenses for my back up servers?

Yes, but these are free. You can procure licenses from the Partner Portal.

Support

Do you have online documentation?

Yes, it is here.

How do you provide support?

Support is provided via our ticket system in the Partner Portal. You’ll need to sign up and log in to access this.

What are your support hours?

We have two support offices, based in New Zealand and the UK. This gives us global coverage in most time zones, so we can usually respond pretty quickly. Our aim is to respond to everything within 6 hours, but we can usually do better than that.

Do you offer premium support contracts?

We don’t have support contracts, but we will soon be introducing a premium support option allowing you to purchase fast-track support on a per-case basis.