- File sharing
- Mobile and web options
- Customer support
- Extra features
Subscriptions for Norton Online Backup 25GB are paid in advance and in annual subscription terms. The subscription is $49.99/year. Subscriptions allow customers to backup up to 5 devices - Mac, Windows, iOS and Android operating systems are all compatible. There is not a dedicated mobile app for iOS or Android devices. All backup needs to occur within an internet browsing session.
Users can purchase additional storage for their account in increments of 5GB. The added cost to upgrade storage for an account is $29.99. Compared to other companies, Norton Backup 25GB is more expensive per storage, with some companies offering 1TB for about $10 more.
An area which Norton Online Backup 25GB could be improved is the availability of the files after being backed up and stored. Users report that while the files are available, they are not easily found and are missing several features available with other backup companies which allow them to view images or listen to music from the backup without downloading the files. Users can download previously backed-up files to any device with an internet connection, but this feature is not one of Norton Online Backup 25GB's strongest.
Mobile and Web Options
Norton Online Backup 25GB allows access to files from any device which is connected to the internet, however users are not able to play music files directly from Norton's backup dashboard, they must first be downloaded. As the company does not offer a dedicated mobile app for backups, as do some of their competitors, mobile users are not able to display or play media files without first downloading them.
Users have commented that they find the organization difficult and unfriendly, with files being stored in folders by date. Customers who are better organized in labeling and organizing their data on their computers are better able to find files which they need, e.g. a file named "Vacation Photos - Summer 2012" or "Work Documents XYZ Proposal" is easier to find in a main dated folder than simply "Pictures" or "Documents." While this is not an issue with the service, it bears mentioning as it improves the user experience significantly.
Norton Online Backup does not offer much as far as additional features; it is simply a barebones backup service. Dedicated mobile interface is lacking for backup, even though mobile is included and can access with a web browser.
Norton does not disclose the level of encryption of data during transmission or while stored on their website beyond the following statement, "Your data is protected with high-level encryption, while being sent over the Internet and while stored on our secured servers." Attempts to gather specific levels of encryption via customer interaction yielded varying results, with some attempts being answered with the statement above or by saying that the software used for security is proprietary. The Review Team was able to receive information that 256-bit SSL encryption is used at all times.
While the company is well-known as an internet security provider, and has gained consumer confidence, it would be very helpful for users to feel more secure, especially since other companies include specific information about their encryption.
The online product manual is fairly comprehensive and easily understood. Many questions about using the product after installation can be easily answered with this tool.
Attempts to gather information from Norton via live customer service have been reported as being difficult. The company does not offer much information about Norton Online Backup 25GB, and when customers try and contact customer service, they are treated to either long wait times or being told that the agent cannot answer their question without escalating to a higher support tier.
During attempts by the Review Team to determine if these experiences were isolated events or the norm, during an online chat session routed to the Norton Online Backup team, the agent would not answer basic questions about the price of additional storage or if the price for the subscription increased after the first year, the Review Team received the same message reported by customers:
Norton Online Backup with 25GB is one of our backup program best offerings. This is use to make backup process through Secure Online Storage. For you to get better assistance what is best for you, we will be setting a callback for you so our Level 3 support can be able to assist you better and select the appropriate program for your needs.
Assistance of this variety is not truly assistance, and frustrating. The company boasts easy access to customer service, but do not actually deliver quality customer service via all of their channels. Hold times for agents exceeded 10 minutes for multiple attempts by the Review Team, at varying times of day.
Live customer service support is greatly lacking for Norton Online Backup 25GB. One gets the impression that the company is depending upon its reputation alone and not willing to give further information about their products.
Norton Online Backup 25GB is simply a secure online storage and backup service. The company does not add features into this product, such as remote wiping of data if the device is lost, etc. The company does offer a package in which users can add internet protection to backup services, but these packages do not reflect a discount for bundling.