Received this morning:
"Dear Valued Customer,
On May 6, 2019, our technical services team rolled out a number of changes to the CrashPlan for Small Business data protection service. These changes were intended to make restoring files and machines more efficient by eliminating unnecessary files from your backup sets. Unfortunately, we made two mistakes during this change process.
The first mistake relates to our email notifications sent to you regarding the changes to CrashPlan. Our initial email sent in early April was classified incorrectly as a marketing communication and did not reach customers who opted out of marketing communications. We resent the notification to all customers on May 17, but this did not give enough advance notice to some of our customers. We apologize for this mistake and we can assure you that we have since changed our processes to ensure better communications in the future.
The second mistake involves the actual file changes that we made. As part of this update, we stopped archiving 32 file types and directories. The email notification included a link to an updated list of files that are excluded from CrashPlan backups. One of the file types we began excluding from backups is the .sparseimage file format. We believed that this file format was obsolete because in 2007 Apple introduced a new format called .sparsebundle, which we thought replaced .sparseimage for the use case we track. After we implemented the changes in May, some of our customers made it clear they still have valid use cases for .sparseimage. We now believe we made an error in excluding .sparseimage, and we have since added it back to the list of files we support via backup.
If you use .sparseimage files, there is no action you need to take. The change will automatically be pushed to your client and .sparseimage files will once again be backed up in CrashPlan. This process will take several days as these devices connect to our service. You can see a full list of excluded files here.
We regret the inconveniences that these two mistakes may have caused you. Our priority is to provide a great product that protects your important small business data. We appreciate your feedback and ongoing partnership. Should you have any questions or need assistance, please contact our Support Team.
Thank you for your support and trusting us with your most important information.
President and CEO