For customers with a valid support agreement, Quest provides call-in or email support for the current major and minor release, when patched to the latest maintenance release. That release is known as N. Quest also fully supports N - 1 and N - 2. Intermediate versions receive limited support.
Quest describes its product lifecycle (PLC) support policy on its Support website (visit https://support.quest.com/rapid-recovery/, click Policies & PLC, and then expand Software Product Support Lifecycle Policy). To understand full support, limited support, and discontinued support, consult the policy referenced above.
License portal accounts are free. If you are a new user, register at https://licenseportal.com. When you register, use the email address that is on file with your Quest sales representative. If upgrading from a trial version, use the email address associated with the trial version. If you need to use a different email address, contact your Quest sales representative for assistance.
For more details about the license portal, please see the Rapid Recovery License Portal User Guide on our documentation website.
A software license. Use of Rapid Recovery requires a license. You can use a trial license, which has a limited lifetime; or you can use a long-term (non-trial) license. After a trial license expires, the Rapid Recovery Core stops taking snapshots until you obtain and register a valid long-term license.
If you registered for a trial version of Rapid Recovery, the installer is configured with a trial license which you can use immediately. This temporary license is valid for 14 days, and can be extended one time by the group administrator to a 28-day license.
After you purchase software or a DL appliance, you receive by email a long-term (non-trial) license file or license number. If specified on the sales order, the license is sent to the end user email address. Otherwise, the long-term license is sent to the contact email address on the sales order.
When you register for a trial version, a trial license is written into the Rapid Recovery Core software installer. Simply log in to your license portal account and download the Rapid Recovery Core software. Carefully review the Rapid Recovery system requirements, and install a Rapid Recovery Core. You can begin protecting machines and backing up immediately.
If you purchased a software license and did not start with a trial license, then you are prompted for the license from the Core Console after you install the Rapid Recovery Core. Enter the license number, or browse and locate the license file provided to you by email in your sales order. For more information, see the topic Updating or changing a license in the Rapid Recovery User Guide.
For uninterrupted backups, upgrade to a long-term license before the trial period expires. Once a trial license expires, the Rapid Recovery Core stops taking snapshots. To resume backups interrupted by the lack of a license, obtain a long-term license and enter the license information into the Core Console.
If a Core does not contact the license portal for 20 days after the grace period, it will be removed from the license pool automatically. If the Core subsequently connects to the license portal, it will be restored automatically on the license portal.
To request a license upgrade, contact your sales representative by completing the Contact Sales web form at https://www.quest.com/register/95291/. Once you have upgraded or purchased your long-term Rapid Recovery license through your Sales representative, you receive an email that includes your new license key or file. Enter this license information in the Core Console. For more information, see the topic Updating or changing a license in the Rapid Recovery User Guide.
To add a license to a DL series backup and recovery appliance, see the topic Adding a license in the Rapid Recovery User Guide.
1 EFI partitions on protected machines must be upgraded to Rapid Recovery Agent release 6.0.x or later to successfully restore data, perform bare metal restore, or perform virtual export.
2 Users can protect machines using older versions of the Agent software in a newer Core. Logically, newer features provided in more recent versions of Rapid Recovery Agent are not available for machines protected with older versions of Agent installed.
The matrix shows releases that have been fully tested with this release, and represent fully supported releases, plus the most recent prior release (6.1.2). Other software versions in limited support status (such as releases 6.0.1, 6.1, and 6.1.1) have not been tested for interoperability, but are also expected to work.
Other factors affect interoperability. For example, the Rapid Snap for Virtual feature was first introduced in Rapid Recovery Core version 6.0, letting you protect VMware ESXi VMs agentlessly. Rapid Recovery release 6.1.0 expanded this support to host-based protection for Hyper-V VMs. Logically, users of Core version 5.4.3 cannot agentlessly protect any VMs. And users of Core version 6.0 cannot protect VMs on Hyper-V without installing the Agent software.