Monitoring Your Customers

• This article is for Windows and Mac

As a Carbonite Partner, you will be able to monitor your customers' accounts through the Partner Portal. Before you can view your customers accounts, you will need to sign into your partner account at https://portal.carbonite.com.

Sign In

Once signed in, click Manage my accounts within the Quick Links section for Carbonite Safe.

To monitor your customers' accounts, click the Accounts tab to see a list of all your customers' subscriptions, expiration dates, and notifications.

The following notifications will display information about a customer's account status:

• Backup Overdue - Indicates that a customer's backup has not connected to the Carbonite servers in at least seven days. It also shows the last backed up date (If a customer's last backup took place more than 7 days ago, you could notify them and recommend that they reinstall Carbonite to resume backup operations).
• Server Backup Overdue - Indicates that a customer's server has not connected to the Carbonite servers in at least seven days. It also shows the last backed up date (If a customer's last backup took place more than 7 days ago, you could notify them and recommend that they reinstall Carbonite to resume backup operations).
• No Server Backup - Indicates that no backup has occurred on a customer's server.
• Expires Soon - Indicates the number of days left on a customer's subscription when the account is within 60 days of expiration (You could recommend to the customer renewing their subscription early. It will extend their current subscription by the length of the plan been purchased).
• Expired - Indicates that a customer's subscription has expired.
• Disabled Computer - Indicates that a customer's computer has been disabled, preventing any backup or restore operations.
• Recover Mode - Indicates that a customer's backup has been frozen, preventing Carbonite from removing any deleted files.
• Uninstalled Computer - Indicates that a customer has uninstalled Carbonite from their computer.
• Pending Install - Indicates that a customer has not yet installed Carbonite on their computer.
• Failed Install - Indicates that the installation of Carbonite has failed on a customer's computer.
• Unaccepted Invite - Indicates that a customer has not yet accepted an account invite.
• Approaching Storage Limit (Pro) - Indicates when a Pro customer's storage space reaches 80% capacity (You could recommend that the customer purchase additional storage).
• Over Storage Cap (Pro) - Indicates when a Pro customer's storage space is over their allotted space. They would be required to purchase additional storage for their backup to proceed.

You also have the option to filter accounts by status or by type from the All accounts drop down menu.

Clicking on a customer's account name will display the following information:

The sections below are collapsed. Please click the section title to open / close a particular section.