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Buyer's Guide
Disaster Recovery as a Service
June 2022
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Hans Seidl - PeerSpot reviewer
President at Let Us Deal With IT, LLC
Real User
Very quick boot-ready failover in DR situation means less downtime and a lot less loss in business revenue
Pros and Cons
  • "The Infrascale Dashboard is very easy to understand, has a good overview, and gives me access to all my appliances without having to have a local VPN connection to the individual clients. It makes it very easy to find my way around."
  • "The only thing I would suggest, and I have talked to my manager about it already, is that they should have a direct backup-to-cloud solution. It should be something that does not require me to do an image backup, and then individual file and folder backups, to be able to restore individual files."

What is our primary use case?

My clients need a successful, reliable disaster recovery solution that works well. They're using it for backup on-prem, to restore individual files if needed, and in case a physical server dies, so that they can spin up a virtual server within a couple of minutes. That way, they make sure that there is no interruption in service. We also use it to put up all those virtual servers in the cloud. If the company has to declare a disaster on-prem, they can actually work in the cloud within five to 10 minutes, so that they don't lose any business. It is really specific for on-prem environments because the cloud can run everything.

How has it helped my organization?

I have a client who had a server issue after a Windows update, the server blue-screened. We were able to spin up the equivalent in the Infrascale environment right away and they were able to do business as usual. We were then able to fix the local machine, get the server reinstated, and then restore the most recent backup to the machine on-prem. Everything worked without any incident.

The time it takes Infrascale to deliver a boot-ready failover in a disaster recovery situation is very quick. This will result in a lot less downtime and a lot less loss in business revenue, since many machines are very business-critical and need to be up and running as quickly as possible. With other solutions on the market, which do not give me the five-to-10-minute ready-time for disaster recovery of a server, my clients would lose a lot more money.

What is most valuable?

Among the most valuable features are

  • regular backup 
  • individual file restores
  • disaster recovery, with the ability to spin up a VM within a short period of time.

It is also very important to our clients that Infrascale's Critical Server Insurance feature protects physical and virtual servers, including Windows, Linux, VMware, and Hyper-V. It's part of the total solution they offer that covers every server infrastructure you can imagine. They all get backed up into a virtual environment, which is fantastic. It's totally hardware-independent.

Similarly, the fact that that feature allows you to spin up locally or in the cloud, on demand, without declaration or extra fees is key. If I have a physical server go down locally, I can instantly put up this machine on-prem and it would replace the broken machine within a couple of minutes.

The Infrascale Dashboard is very easy to understand, has a good overview, and gives me access to all my appliances without having to have a local VPN connection to the individual clients. It makes it very easy to find my way around.

In addition, the backup and restore speeds are outstanding. The algorithm they use to migrate their data back and forth between the cloud and local appliances is great. Generally, it takes hardly any time to get a file restored to the original place on the server.

What needs improvement?

The only thing I would suggest, and I have talked to my manager about it already, is that they should have a direct backup-to-cloud solution. It should be something that does not require me to do an image backup, and then individual file and folder backups, to be able to restore individual files.

For how long have I used the solution?

I have been using Infrascale Backup & Disaster Recovery for at least five years. I'm an Infrascale partner and I deploy it for my clients.

What do I think about the stability of the solution?

I'm very happy with the stability of the solution. I have had very few issues. 

One client has had the appliance for five years and we never had any hardware issues. There were a couple of firmware releases that caused a hiccup within the backup solution, but support was very quick to address those things, and even do hot-fixes for the specific appliance to get us going again.

What do I think about the scalability of the solution?

Scalability is connected to hardware. When you sign up with Infrascale, there is a sheet where you provide your information and they configure the machine for you. Sometimes, growth projections concerning data or servers can change. For example, if a company grows 50 percent, instead of the projected 10 percent per year, there might be an issue where you have to replace the appliance earlier. I have not run into this issue and I don't know exactly how they would handle it if it happened.

How are customer service and support?

There was a time when there was great room for improvement in Infrascale's support. This area has significantly improved over the last couple of years. Support has really started to shine during that time. Now, it's a pleasure to call support and get help and assistance. Before the turnaround, it was a pain. You just didn't even want to call them. You wanted to exhaust every other option first, locally, because you understood that the people in support were not going to be able to help unless they escalated it to the second or third level. The amount of time and patience it took, on my side, was just unacceptable.

The level of commitment of the support team, recently, has been great. It's very nice and gives me a lot of confidence when offering this solution to customers, because support really is doing an outstanding job now, helping and assisting as quickly as they can. The communication is outstanding and the follow-up is outstanding.

If they resolve an issue, they follow up the next day, if I don't get back to them in time. It's hard to say they're proactive as a support team, because you usually get support if you have an issue or a problem. They do, however, now notify customers when there are some changes in their data center and that the customer can expect some downtime. These notifications work a lot better than they did a couple of years ago.

The biggest lesson I have learned using Infrascale is being patient with support. In the beginning, when I signed up with Infrascale, our support was sub-par. There was no follow-up. The people they had in support were not capable of providing a solution. It took forever to get support information back. I gave them a lot of feedback at that time and they appreciated the feedback. As I said, over the last two years, there has been a huge turnaround in the support experience. I have reached out to my account manager and told him, multiple times, that support is really great now. Usually, companies hear about the things that are bad, but for me it was also important to mention the positive things to them.

Because I'm a technical person, I would do all the technical checking before I called support and that was true for every vendor, whether Microsoft or Infrascale. When I call support, I'm expecting to talk to somebody on a technical level and don't want someone to just read from a script and say, "Did you do this?" and, "Did you do that?" Now, they have technically knowledgeable people who can help instantly or escalate the ticket as needed, and there's no big delay anymore. Support really makes the product shine for me now.

How would you rate customer service and support?

Positive

How was the initial setup?

The initial implementation process is straightforward. As soon as the appliance is added to the dashboard, I can configure anything related to the appliance through it, such as backups, retention, et cetera. All that type of configuration can be done remotely.

On average, it takes an hour to an hour and a half to deploy and configure the appliance. We try to understand the client's environment beforehand so that we can really dive in as soon as the appliance arrives on-site.

What was our ROI?

We have seen ROI with Infrascale. My customer had a different solution before and his monthly payment was three times as much as the payment he now has with Infrascale.

What's my experience with pricing, setup cost, and licensing?

Infrascale's pricing, to me, was outstanding and was one of the major factors in my decision to go with Infrascale.

They changed the pricing model this year. The customers I have are not on this new pricing model yet, but I think the bottom line will be similar. It's just a matter of how they come up with the price. It's a little bit different, but I haven't really gotten into the details of it. It should still be easy to give a quote to a customer and say, "Hey, this is going to be your cost, period."

Many other providers have additional costs if you put up a machine, as well as per processor. If you use so much memory, there is a cost. If retention goes over a certain amount of time, there is a cost. There are so many limitations and so many different cost factors. I don't have any of those cost factors with Infrascale, after I buy the solution, because the price is not going to change unless I get into a higher tier of storage.

Which other solutions did I evaluate?

Before I went with Infrascale six years ago, because I am a solution/service provider, I checked out three or four different solutions: Acronis, Datto. I actually called all of them, had demos, looked at how they would handle certain things, what the pricing was, et cetera. For me, Infrascale had the best package to offer to my customers, including features, pricing, implementation, and support; everything that comprises the total solution.

What other advice do I have?

My advice is "go for it."

I rate Infrascale an eight out of 10 because I still have to use another product for some of my clients who want to back up directly to the cloud. I know Infrascale was working on a direct backup solution about two or three years ago, because I tested their pilot and their beta versions. But unfortunately, they haven't followed through since. Maybe the market for this service is not as big as they were hoping at that time. But that's the only reason I have multiple vendors in this space. As soon as Infrascale comes out with a direct-to-cloud backup solution, I will most likely switch all my customers over to Infrascale as well.

Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor. The reviewer's company has a business relationship with this vendor other than being a customer: Partner
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Director of Field Strategy at a tech services company with 11-50 employees
Real User
Top 20
State-of-the-art disaster recovery
Pros and Cons
  • "It's super stable. We really like it."
  • "As of today, I have to shut everything down and the entire resource has to be offline while I'm doing the recovery. So having the ability to kind of recover while running would be a great feature to have."

What is our primary use case?

Typically, most of our customers that have been using this solution have been using it when they need to have some sort of local recovery, but they want to have a cloud-based solution in the event of a disaster. We've been kind of using it as our disaster solution as a company. We sell it to the customers as a local recovery with the ability to failover to the local appliance, and then In the event of a true disaster, failover to the cloud. Our use case is basically for anybody who needs to have a local failover or local availability for a high RTO, RPO type of thing.

We are a managed service provider, so we typically manage this solution for the customer. We have access to it, but the customers usually have one or two people that also have access to it. In most cases, they are either the systems administrator or whoever's in charge of backup and recovery. They have access to the console so that they can do basic recovery of regular files and folders as needed. Anytime there's any type of, let's say, a major restore — so restoring the entire VM or back to a physical box, or even failing over to the appliance —, that's something that we would be involved in and we would do.

What is most valuable?

The ability to failover to the appliance and run as if it was a similar production environment with minimal impact on the actual business until recovery needed — this has been really useful for our clients.

What needs improvement?

One of the areas that I would absolutely say that they should improve, is the recovery from the backup when you're running in a failover mode. In other words, if I have to bring the server online on the appliance (so I'm running on the backup image), there should be a way for me to replicate back to or restore back to the hardware or the original source, and then, in the end, you would do a Delta sync and switch over.

As of today, I have to shut everything down and the entire resource has to be offline while I'm doing the recovery. So having the ability to kind of recover while running would be a great feature to have.

Also, when you failover to the appliance, it doesn't retain the IP information. I have to go in and update the IP information for each of the boxes that I have to fill up. If you're only doing one or two, it's not really a big deal, but if you had to failover, for example, 10-12 boxes because an entire EM infrastructure went down hardware-wise for some reason, you have to know all those IPs and go in and set them up and restart them — that can take a little bit of time. So retaining the IP information would be great.

For how long have I used the solution?

We were using another solution when it merged into 360Recover. Technically, we've been using 360Recover ever since it was rebranded.

What do I think about the stability of the solution?

It's super stable. We really like it. We've tweaked a lot of it ourselves and partially because we really believe in the product and we've been using it for so long that we've become very proficient at it. When it works, it just works really well.

What do I think about the scalability of the solution?

It's scalable to a certain degree.

How are customer service and technical support?

They're actually really good and they're very responsive. In most cases, you open up a ticket, and within a day, they usually have responded back saying that they've looked into it or they need to look into it with you. Then they kind of go through the resolution process with you, whatever it happens to be. In some cases, they do it in the background and they just send an email like, "Hey, it's fixed." So depending on what it is, the support there has really been really good. We're very happy with the customer support.

Which solution did I use previously and why did I switch?

We had used a couple of different products. The closest one that we used at the time was Datto. We had some issues with Datto. When we were looking at competing products, I just kind of found the solution that would become Axcient x360Recover. I demoed it out, I spoke to a couple of people and I decided to try it on one of our customers — one of our smaller customers that were open to being a Guinea pig for us. When we started working with that customer, it was a really simple product that works really well. We didn't have to contact support to do the things that we needed to do. For example, if I wanted to export the entire machine, I could easily do it. If I wanted to change the IP address, I could easily do it.

I could actually get back-end access and console access to purge some data. So it became a lot more user-friendly for us as an MSP to manage the appliance and manage the backups without having to call support for every little thing.

So that with the ability to deploy it very quickly and efficiently and effectively. It's super reliable. The fact that we have unlimited cloud retention is great for us and our customers. It started to become a win-win all the way around. So we decided to make the move.

How was the initial setup?

The initial setup is very straightforward. It doesn't take very long to implement at all. It's a great product. We really like it.

What's my experience with pricing, setup cost, and licensing?

I believe that (if I'm not mistaken), there are a couple of different pricing models. Early on, we were using the storage based model. It's a fee for however much backup storage you had and if you use a limited number of servers, as long as you stayed within that storage retention. They range from $199, $299, $399, all the way up to whatever it is that you need it to be, or a list price for individual server licenses — I think it was roughly $70 or $75 per server with two terabytes of storage and roughly $10 or $15 for the workstations. We've bought so much of it that our pricing is much better.

What other advice do I have?

The only thing I would say is demo it out for yourself, see how easy it is to implement, do a failover from your production or your development, and failover to the appliance to see how seamless that seems to work out. It'll pretty much sell itself for the most part. The only real downside is that the recovery process requires you to shut down the actual resource while you're doing the restore. There's a couple of other competitors out there that allow you to restore online while it's up and running. I do know that that's in that pipeline, but, in most cases, most backup solutions when you have to recover from a disaster, the resource is offline during that recovery anyway, so it's not like it's a black eye on the product. To make that last little step so much better would be to have that replication and recovery in the background with the Delta sync before switch would be almost ideal.

Overall, on a scale from one to ten, I would give this solution a rating of nine.

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
Buyer's Guide
Disaster Recovery as a Service
June 2022
Get our free report covering datto, and other competitors of Datto ALTO. Updated: June 2022.
610,812 professionals have used our research since 2012.