Consumer and Enterprise Data Protection Needs Diverge

Today we announced our decision to no longer offer the consumer version of our product, known as CrashPlan for Home. We will honor all of our existing agreements with consumers, but we will no longer renew any consumer subscriptions, nor will we sign up any new consumers for Crashplan for Home.

This is not an easy course of action for us at Code42 for a couple of reasons. First, we have consumers who love our CrashPlan for Home product and trust us every day to protect their personal files. Second, our number one core value at Code42 is “Put the Customer First” and our announcement today may seem to be at odds with that. But, it is precisely this core value that led us to the strategic decision to focus on business customers. And, in order to serve businesses well, we need to prioritize their needs–which have diverged from the needs of the consumer.

We want you to know that we are doing everything we can to help our consumer customers make the transition with all the support they need. First, we will honor all existing CrashPlan for Home subscriptions and the data we store for consumers will remain protected. Second, we are offering a choice to transition to either our CrashPlan for Small Business product or to our preferred third-party consumer backup provider, Carbonite. All the relevant information consumers need regarding this transition can be found on the Consumer Information Page.

This decision does not impact our existing relationships or technology offerings with enterprise companies, organizations or small businesses. In addition, we are not selling or transitioning any of our proprietary technology, our software platform, the CrashPlan brand or other intellectual property.

Our Exclusive Focus on Business

Our market has evolved in the last few years. We’ve seen that our business customers look at data protection holistically today–it’s vastly different from the days when we backed up servers and added some anti-virus software. Nearly half of all corporate data reside on laptops and desktops, and we play a critical role in securing that data. Business demand for innovations in data protection, real-time recovery and visibility solutions is growing exponentially with the ever-changing threat landscape.

Going forward, we will exclusively serve all businesses large and small, as well as education organizations. Code42’s success has been driven by our growth in this segment with 50% year-over-year recurring revenue for the last three years.

The benefit for our business customers is that we now have a singular focus on solving their complex data protection, security and compliance challenges. In addition, we will be able to accelerate our R&D investments that strengthen our technology foundation and further our data protection innovations. While exiting the consumer market to focus exclusively on the business market was a difficult decision, we know that it will allow us to continually live up to our most important value: Put the Customer First.


120 responses to “Consumer and Enterprise Data Protection Needs Diverge

  1. This is absolutely devastating!!! I can’t believe this. I assume crashplan free (backing up to our own storage) is going away as well…this absolutely sucks.

    1. If this is “absolutely devastating” for you, your life must be pretty easy and stress-free. Must be nice to not have any actual problems 😉

        1. I’m with Greg. Is this good news? For most, probably not. (For me, it’s actually good news, given that I will be moved to CrashPlan for Small Business for free and then get to keep it for another year at a reduced rate.) But is it really “devastating”? There are other options out there, not to mention the options Code42 has provided. Terms like “devastating” should be reserved for things that truly are; otherwise, they become meaningless.

          1. As far as I know, there are no “other options out there” that duplicate the CrashPlan Home services that I utilized. They were the only major player that produced a Linux version, allowed backup to non-central off-site (back up to your friend’s computer) AND had a local backup. They also allowed backing up external drives, which is my main storage — which I suspect is what made the service non-profitable.

            Carbonite didn’t have any of those bullet points when I left them for CrashPlan. CrashPlan was the only commercial Linux backup plan (again, that I’m aware of).

  2. Wow, as a long time consumer customer who has recommended CrashPlan based on my great consumer experience to many – including small businesses AND I use it on the Enterprise side too… all I can say is that I’m very very disappointed. I feel like I’ve been kicked in the teeth. Moving all my photos to another service is going to be a royal pain and take forever. I thought I’d made a safe / solid / dependable choice and recommended it to everyone I could. I hate being wrong.

  3. Well that’s an easy choice. Carbonite just don’t offer the same service as Crashplan, at least for my needs. Carbonite doesn’t work with Linux, which is a deal-breaker for me. It doesn’t mean I’m happy about this though, quadrupling the price (for me, with multiple machines) and losing computer-to-computer backups is far from ideal.

    I’m wondering if I should just move to Amazon Glacier for long term backup of never-changing files, and just work out of Creative Cloud / Dropbox / Google Drive / OneDrive. At least I’ve some time to think about it. The kicker is I’ve >4Tb of cloud backups, and an slow uplink, so it’s going to be slow to replace Crashplan, which has been an incredibly valuable service for me and will be sorely missed.

  4. NO NO NO!!! I have used Crashplan for nearly a decade and this is a terrible decision. I came from the disastrous Carbonite and will not go back. Dozens of people have signed up for Crashplan from my recommendation, and we all trusted our data to you. I implore you to reverse your decision and truly put your customers first.

  5. Hi,

    I use to be a Carbonite user. I left Carbonite due to it slow upload process. After 3-years, my 4 internal 1TB drives were not fully backed up. This is the reason why I left Carbonite and came to CrashPlan. I am totally happy with CrashPlan. I will transition my account over to CrashPlan for small business. Thank you for the offering of a great service.

  6. Wow, this is terrible that you are throwing us out as customers. I am really disappointed. I have been a customer for several years and planned on staying with you for many more years to come, since the backup solution has been very good. Now I have to leave because your new pricing is terrible for home users.

    Please reconsider your terrible decision and keep home users!

    1. Of course the new pricing is terrible for home users, because it isn’t for home users.

      Sad to say that the folks over on Reddit called this move months ago.

  7. I’m in agreement with those above. This news stinks. Despise Carbonite and so many other solutions out there. Have relied on your excellent product for years and now shoved aside. Time to spend countless hours researching new solutions.

  8. Your explanation is lacking.

    This is horrible. Just horrible. I have Crashplan set up in so many places and literal terrabytes of data backed up to multiple locations including Crashplan servers.

    And your only alternative is per device, making it more expensive than it already was, and you can’t back up computer to computer.

    I’m so disappointed.

  9. This is a devastating news… I’ve been a Crashplan user for a long time. Both alternative solutions are not viable for me. The small business solution would cost me way too much. Carbonite is also very expensive and doesn’t offer backups for Linux clients…

    Now, I have to find alternative solutions for all my systems, and all the people who paid subscriptions to your service based on my recommendation.

  10. Same sentiments as others… It’s your business and you make the call, but perhaps should consider that some of us lowly home users make the decisions in our corporate environments, and how willing do you think we’ll be to choose a service that we can’t rely on to be here next year or the next, or whenever you decide that something else is more lucrative.

    I guess we all just expected better.

    1. Bravo! A small business owner here and will definitely not use them for my business and will actively dissuade other business owners from using them given their lack of commitment to the user base.

  11. All I can do is echo the above. I’ve set up Crashplan on friends and family who trusted me to provide them with a long term backup solution. I also use it for my small business AND pay for the personal version for myself at home. Now I get to migrate everyone to another provider?? Thanks for the second job, Code 42. I cannot understand getting rid of this many customers.

  12. I will be moving all of the small businesses I represent to a new service.

    Your consumer product is the only reason I recommended your business solution.

    I think you’re making a horrible mistake.

  13. I have to echo the sentiment of others here, this is quite a surprise for me and everyone I’ve rolled this product out to. Most of us use the computer to computer method as our primary backup strategy, and I personally hold a subscription simply to show support for the company and the product but do not utilize the cloud backup service.

    Backing up to a local external drive, and also to a remote friend or family member is a brilliant use and pooling of social resources and limits exposure to central failure and breaches.

    I 100% support this product and the solution that it provides, if there was duplication of the features in the small business version I would transition to it with no issues.

    Please consider providing a solution for us to continue this type of peer to peer backup strategy.

  14. This is very disappointing. As a paying customer since 2013, I have relied (and have been very happy) with CrashPlan Home for keeping our family photos, videos, and critical documents safe and secure. I’m actually not sure that there is another company offering the mix of features as CrashPlan Home, such as local encryption, Linux support, etc. Just as another commenter mentioned, I’ve too been recommending CrashPlan to friends and family for years.

  15. Horrible decision guys. As a paying user of both Crashplan for Home and Crashplan for Small Business, dropping the home segment of your customer base makes me wonder about the longevity of your support for Small Businesses. I understand you’re a business, and make decisions based on revenue, but your business is also based on trust. If you so readily drop a customer segment today, I’m not sure you’ll be there for my business needs tomorrow. You are right. You are not “Putting the Customer First”, and your customers will remember.

  16. I’m not crazy about this either, but after watching one consumer offering after another go out of business, it is obvious the home market is crowded and has razor-thin profit margins. If I stay with CrashPlan, my storage cost will likely double, but there is a certain cost in having to move to another solution. I’ll do some digging, but I couldn’t have been happier with the Code42 Technology, so I will give CrashPlan for small business a look too.

  17. Very disappointing. I just renewed my home subscription. The business plan costs twice as much as the home plan for a single user.

  18. I am also very disappointed in Code42 for making this decision. I have used and recommended CrashPlan for years. Let’s just call it what it is… Code42 can make more money on business accounts than Home. I have over 2TB backed up that would cost a fortune on Carbonite. It would be cheaper to move to Google, Microsoft, or Dropbox at this point. This is not about customers, this is about profit. Just be honest with us.

  19. Absolutely devastating. I, like many others that have already replied, have multiple machines setup to backup to one another in addition to the Crashplan cloud. It will take an extremely long time to redo all the backups to a new service due to slow internet connections and equally bad is the loss of multiple backup locations. Never trust a single backup to work.

  20. FYI for others on this page seeking answers/solace: I just spoke with “Dan N” via online chat support. If you have a peer-to-peer backup system on a machine connected to a Crashplan paid account, the peer-to-peer functionality will cease to function on the date your subscription expires.

    However if your peers (clients and host) are not affiliated with a subscription, the peer-to-peer system will continue functioning until October 2018.

    See screenshot of my short chat at https://www.dropbox.com/s/mkhh8cnqqysef5z/Screenshot%202017-08-22%2009.27.31.png?dl=0

  21. This is really too bad. I have recommended Crash Plan to everyone and even backup all entire family’s PCs and Macs. Not Ok.

  22. As a home user, this really, really bites. Crashplan is the backbone of my backup strategy, and it took weeks to get my initial upload done. Will I be able to achieve the same thing again for comparable cost? Who knows.

  23. Put the Customer First.

    You mean Put the (better paying) Customer First.

    I am certainly glad it helps you move forward. You stand on the backs of your former customers to get you to those heights. Enjoy.

  24. While I don’t like the decision and the thought of having to spend days to re-back up my files elsewhere pains me, I appreciate the way CrashPlan goes about this. Its not up to me to suggest whether this is smart or not – only the people at CrashPlan know this, based on the data they have. What I can say is that honoring the subscriptions, extending them, communicating proactively and offering alternatives is very much welcome.

    The news cycle is replete with stories of stores closing their doors without warning, business moving and cutting ties with things overnight. Thanks for doing this the right way – regardless of bad news (for me).

    1. No talk of pro-rated refunds? Seems to be that would be the most honest approach, since customers will need migrate their backups to another service considerably in advance of when their plan is canceled.

  25. Echoing the other comments here. My choice to trust Crashplan for the business I work for and the other clients I advise was initially driven by my satisfaction with the home product. I have driven easily tens of thousands of dollars of business to Crashplan over the years.

    Cloud backups are 100% dependent on trust. This action breaks that trust in such I way that I can no longer feel comfortable relying on Crashplan for business-critical data.

  26. These statements I wholeheartedly agree with and I couldn’t say it better:

    “I will be moving all of the small businesses I represent to a new service.
    Your consumer product is the only reason I recommended your business solution.
    I think you’re making a horrible mistake.”

  27. Market environments change, and we adapt to such, hopefully without damaging what got us to where we are.

    Concomitantly, if Code42 was trusted for their services, and the leadership of code42 implements a change, while departing from what was advertised and sold; the question remains: how can businesses, the new code42 market focus, justify their trust on the leadership of code42?

    Clearly, the leadership of code42 has demonstrated through their actions that the continuity of their commitment is lacking.

  28. Very disappointing, it was a great product while it lasted. Giving the the competition has nothing comparable to CrashPlan’s solution now it’s time to research for something else. This absolutely sucks.

  29. Where is the alternative program for those who’re backing up computer to computer?
    Even if I WERE a small business, after witnessing a company screw their customers over this way, I would NEVER use CrashPlan *now*.

    I would (and will) advise any small business owners to stay completely away from this company from now on, they’ve demonstrated they cannot be trusted.

    I now have to waste hours or days researching and possibly setting up a server to catch my family’s remote backups.

    I am VERY VERY unimpressed.

  30. I’d like to add a suggestion, in addition to my last comment.

    Instead of the terms of “keeping existing subs until the end of their term, and 75% off for the next year”, how about just grandfathering us into the small business account for the same price that we’ve been paying? Maybe a 10% increase is warranted for the grandfathering, but doubling the price is unacceptable. Kicking your customers to the curb by doubling the rates (after 18+months) is bad form, Code42.

  31. Great. Now what am I supposed to do with family members who are backing up their computers via mine? I feel like I’m watching “Halt and Catch Fire”. Way to support your customer base, people.

  32. Allow me, then, to be the first to congratulate you on taking this direction. Its not easy, recognizing that not all “customers” are customers worth worrying about, and learning to focus your attention on the enterprise demands which make you tons of money and are not fickle at all. Cash in now, before Amazon commoditizes cloud backup too and eats your lunch.

  33. Time to stop recommending your services to others. I have used you ever since another company recommened you to me, and have found it a great service. So now I need to find another provider nd recommend them instead.

  34. I purchased a subscription for my company because I liked your home product so much and used the product at home. The explanation for “focusing on the customer” is really lackluster. What happens when you decide that a small business that has years of backed up data from a few computers is not large enough or that “small business” needs have diverged from “enterprise” needs. Your statement is not credible.

  35. Looking forward to a competitor filling the gap you leave, and eventually taking your SMB and enterprise business as well. This post is full of business-speak and shows not a caring for your customers. How do you take yourself seriously? Lame. You’re putting the “crash” in CrashPlan right here.

  36. I’m in the position of being both a home customer and enterprise customer. I will tell you that this decision is going to dramatically effect my decision on whether or not to continue to do business with you at the enterprise level. My concern is that when I signed up, you guys offered services that you do not even offer to customers today. We are grandfathered into our current offering (you can’t even purchase our offering today at our level) and this change makes me feel that you guys are having issues financially or are not profitable at your current levels. The difference between CrashPlan Home and CrashPlan small business isn’t the software, because only Enterprise is seeing version 5 (or even version 6) apps and code. Instead, the difference between Home and Small Business is a central dashboard and price. I’m essentially doubling in cost from Home Family Plan to Small Business with no actual change in software (still Java based code, not the enterprise native code) or services. That can only mean financial issues.

    1. It’s probably the fact the features they were providing at the Home level were both too expensive to support and the Home users used too much data for what they were paying. A lot of the stuff you can do on CrashPlan compared to their competitors are things usually exclusive for server level products, not Mom & Pop stuff. NAS backup is kind of “out of scope” of what consumer level products can handle, because generally your average user isn’t gonna go out and buy a NAS to backup 5 home computers, but a business will. And all that storage costs money, in more ways than just raw storage space.

      Generally as well, when consumers are like “I want to back up EVERYTHING” that includes stuff you do not need unless you’re imaging the computer (and you need special tools to back up software installations anyways, which isn’t generally part of a consumer level package), so they tend to use up a lot of server space on junk data (most of which shouldn’t be backed up anyways). That costs the company money, more money than a piddly $60 a year. In fact the number is something like in the ballpark of $200 to “acquire” a customer in the first place, and only when that customer has renewed for 3+ years (this is also why a lot of places will advertise discounts on your first year, as an incentive) is it “worth it” to continue servicing that customer.

      This is also likely why they’re dropping their consumer level customers, in the same way ISPs put out data caps. Because a small amount of people use the most amount of bandwidth, yet aren’t paying enough to make any of it worth it, and it costs /something/ all the way down the chain.

      So yeah, it’s good for customers to have high feature plans like that, because the features are worthwhile. Just not for the company’s time and money unless you pay more. It’s not a charity, it’s a business. Just my two cents anyways.

      1. I would agree with you, except for the fact that we are not talking about a price increase. If the service needed a price adjustment to cover storage costs, which btw aren’t exactly what you think (I have a little bit of inside knowledge here), then raise the price to accommodate. I’d pay more money for the service in a situation like that. Instead, the company is getting rid of the consumer product altogether. For a company who starts off their email with “thanks for trusting us…” cancelling services (especially paid services) doesn’t create trust. Instead, it hurts trust. When it comes to remote backups, I am entrusting a company with my data. If decisions are made to just randomly cancel services with no warning, then I question whether my remaining services will get axed at some point too.

        Keep in mind as well, on the Enterprise side, they axed another product we used to use too (with no warning) in SharePlan. With this latest change, I will be evaluating other options.

  37. So how much it’s gonna cost if we decide to transition to the CrashPlan for small business “in a matter of minutes” as per CP email???

    1. Depends on how many computers you have. It’s $10 per device, per month for Small Business. They are offering a 75% discount for the first year so your first year will be $2.50 per device, per month. Then, it’s $10 per month, per year.

  38. This is an extremely bad idea. A large part of how Crashplan was leveraged was based on its home customer base. People who used it individually recommended it to their corporate environment. People who used it in corporate purchased it for home. Aside from it casting adrift all consumer users, one of the things we leveraged was the familiar Crashplan interface — if a user had CP at home, they could use the interface at work with minimal assistance from IT.

    I can’t have faith that Code42 won’t someday soon decide that our business is ‘too small’ and decide that we don’t need all the enterprise-level bells and whistles, and so they won’t renew our contract. It’s unlikely, we’re actually pretty large, but we’re small compared to the businesses that it sounds like Code42 is trying to woo. C42 just burned through a great deal of capital in doing this and just made people uneasy and unsure of what C42 is going to do next — not something you want in a backup provider.

    … Now they’ve gone and made me wish for tape backups. I never thought I’d miss the days of boxes full of tapes being sent off-site.

  39. This reminds me of when Bank of America simply sidelined their regular banking customers to focus on business accounts. This was nearly 20 years ago, and I still avoid the BofA at all costs. Insecurity is never an attribute you want to foster, especially in data storage.

    Best of luck, I’m sure your investors are patting you on the back.

    As an IT professional that recommends services (like CrashPlan for many years), Code 42 is off my list.

  40. I will be cancelling my business plans because of this move, you can’t be trusted and you can guarantee that the business plan will be next to go so you can focus on large companies!

  41. I think the decision to drop your home customer base sucks. However the way you are doing it seems to be very professional. The two-month extension and the agreement that you’ve made with Carbonite for a discounted subscription for the first year does show SOME commitment to the customer. As an ex-Carbonite user who recently switched to Crashplan, I am disappointed, but I guess having to switch back to the number 2 cloud backup solution (Crashplan was always number 1) won’t be devastating, just very disappointing.

  42. This is truly disappointing. To be fair, I always thought their personal plan was too good to be true, which indicates to me that it is likely a money loser. The question that arises is does the consumer usage drive additional business. My guess is probably not.

    Code42 is a business and needs to make money to stay in business. It would have been great if they could have explained the financial side of things, because that is almost certainly the driver.

    All this being said, I will keep my personal plan as long as possivle and then move to another service. I had tried Carbonite and was not thrilled when I did. I would love to know what other users plan on migrating to.

  43. As a “consumer” user for several years, I am floored to wake up to an announcement such as this. As a consumer, I am outraged and taken back that you simply throw out an ENTIRE marketshare to focus on Enterprise customers. OR rather, you want more money and you are chasing revenue increase via Enterprise agreements. As a DATA PROFESSIONAL and member of the IT community for over 15 years, you have betrayed my trust and kicked my recommendations to use your services squarely in the “proverbial” walnut region. You have lost a customer for life, and rest assured that any business I work at will not use your product either. I expect better service and loyalty from organizations I do business with.

  44. I just dropped $150 on CrashPlan Family three weeks ago, and now I’m stuck with a dead product and no refund!? You need to change your refund policy if you are going to pull this on your (former) customers.

  45. Wow this is dumb. If I stuck with crash plan my yearly cost goes from $150/year for up to 10 computers. Now I can get the same thing for the low price of $1,200.

  46. GOOD – this is GOOD news for all of you..

    trust me everyone – i had a 2tb deletion accident last year (totally stupid of me , my fault) and was relieved when i remembered i had crash plan…

    took them TEN MONTHS to get my data back to me! they were TERRIBLE to deal with.

    AND I’M ON THE BUSINESS PLAN!

    GET AWAY FROM CRASH PLAN AND ANYTHING CODE 42 DOES – they are HORRIBLE

  47. Im sorry but I dont think you are focusing on business either. I am a crashplan home user and this really sucks. Second we use crashplan proe at work and you are doing away with support on server OS.. Really this is crashplan for enterprise and you are doing away with server support. I do think you have lost me as a home user and a business user now.

  48. oh by the way – their claim that your data is completely protected by encryption and even THEY can’t get into it is TOTAL CRAP

    during this 10 month fiasco there was a moment where they had to get into my data for something and they just let themselves in.

  49. Been through most of your offerings. I’ve used the home version myself, recommended it all over for everyone else, actually installed it to a bunch of friends and relatives. Hosted our own PRO server for years. Used the Small Business system. The only one I haven’t tried is the current Enterprise offering. All this because I like to backup my eggs in one basket. It needs to work, it needs to support the system I like and it needs to be something that keeps going because backing up all the data all those devices has takes weeks and weeks to back up to a new location and even then we lose all the version changes.

    I can tell you I’m extremely disappointed in this. I could live with a limited space as long as I knew It Just Kept Working.

    I guess It’s time to go find a new supplier for ALL my backup needs. Thanks, Code42. We had a nice decade and then some.

  50. WOW! So disappointed. I have used CrashPlan at Home for many years and have to say that at the time I was looking at a backup service yours stood out and continued to throughout the years. I was planning on paying you good money for many years to come, without any thought of canceling. Your service is one of only a handful I actually made sure I always paid for and renewed. I loved it and used it a few times when files needed to be restored.

    UGH! I am sad about this decision and again express my disappoint as others have and will!

  51. This is a sad day. Your home product was really good. As a consultant and advisor to thousands of users I’ve been recommending both you business and home products for years. It’s been one of the more reliable solutions I’ve vetted. Sorry to see it go. I’m sad to have to look elsewhere. 🙁

  52. This is an extremely troubling decision. As a consultant who has recommended your service exclusively to my home and business clients, I no longer have faith in CrashPlan as a long term solution. I will be moving all of my clients to another service as I simply can’t trust a company that would just cut off their customers. You had other options and chose the least “put the customer first” one.

  53. So my years of incremental backups I have with you will now be worthless when you refuse to renew my plan? What a terrible decision.

  54. This is so annoying.
    I can you dare do this when people have TB of data which take MONTHS to transfer… ?
    Really this is such a headeache… how can we consider you guys as a reliable company?
    Next year you may simply remove the “small business” and ask us to move to “business” for 20$/device/month?
    This is absurd.
    Please rollback this decision so we can keep using your awesome personal service!

  55. I’m surprised they held out as long as they did…just look at who/what they’re competing with now in the home-user space: Amazon (Prime), Google, Apple, Microsoft, etc. Basically every tech giant has some form of “put all your stuff in *our* cloud for safe keeping— for ‘free'”. This isn’t even counting the service-specific cloud storage on offer, again almost always for ‘free’. (I know I know it’s not really free, but that’s how most people see it.)

    That said the pricing difference is really too steep for most families. Back to manual backups. Bleech.

    1. I don’t believe the pricing is too steep, in fact they could have raised their home pricing. Apple iCloud etc are grossly expensive for the needs of most people, yet people still pay for those services. Crashplan offered unlimited storage with interface, encryption, and notification options unmatched by anyone else out there.

  56. Disappointing. For years I’ve been using Crashplan to back up the computers for the small business I work for. Was planning to implement CrashPlan at home to supplement external drive backups. I was also considering recommending to a private school I’m affiliated with that they start using CrashPlan. The decision to abandon home users has significantly eroded my trust in CrashPlan, and I will be considering alternatives for business use going forward.

  57. Just received the mail today and I must say that I’m incredibly disappointed and confused with this new Crashplan strategy. I chose Crashplan for Home two months ago and the product and service proved to be solid. I was even considering the Code42 solution as a candidate for my current company backup stategy, as we were evaluating moving from an On-Premise solution to a Cloud based one, but I will definitely reconsider this option in favor of extending the onprem solution (just to avoid an hypotetical similar situation on the future).

    Code42, please, reconsider your decision. Trust is a very valuable active, and loosing it can have fatal consequences.

  58. I hope your company goes bankrupt, and i will do my part as a IT professional to make sure everybody hears about your behavior towards people using your product. I was a happy user as well. Now I want to see you fail.

    1. wow – you act as if this was a personal attack towards you. Lighten up, find someone else. You had a good ride at a good price for a while, now it’s time to pay a little to someone of your choice. Karma.

  59. The last two years: “Crashplan is better than its competitors, here’s why!”
    Now: “Hey, consumers, go use that competitor, or something, or whatever. We’re too busy chasing the $$$ to care. Lolol.”

  60. Again, echoing all of the above sentiment. I’m a home user and a small enterprise user as well. I have the decision-making ability to chose which cloud backup product we use at work.
    I will NOT keep doing business with a company that throws its customers out in the cold.
    You will continue to honour the subscriptions that we currently have? And then what?
    This is very disappointing news. You are alienating your customers, some of which will take their enterprise business (that you’re so focused on) away from you

  61. Didn’t think to hire an accountant or two. My condolences, your company and the knife it put into our backs will not be missed.

  62. lol… so much drama from cheapskates who clearly know how to run Code42 better than the people who actually work there. This spectacle alone is worth $5 a month.

  63. I know CrashPlan is pushing Carbonite, but my faith in their recommendations is suddenly lacking. I thought I’d post a link to another option, BackBlaze. https://www.backblaze.com/blog/crashplan-alternative-backup-solution/

    Disclaimers: I am not associated with BackBlaze, and not (yet) a customer. I know of them because they go through a ton of hard drives, and have posted some really interesting results regarding which they’ve found to be most reliable. Their software also still supports Mac OS 10.6, which is a big deal for me for at least a little while longer.

  64. Very disappointed at Code 42’s action and decision to just leave its users out in the cold with respect to CrashPlan for Home. The alternatives it offers are very unattractive. You would think that they would have a more “friendly” option, such as to let the home version continue to work essentially standalone within the home network and without further updates and customer support, even if that requires some minimal interaction with their web servers. Why can’t they just turn off the cloud features and allow the basic free local backup features to continue to function? Please reconsider and allow the CrashPlan for Home version to work standalone after the transition on the user’s home network with local HDD backups and file restoration from existing backups.

  65. I *specifically* chose Crashplan over Carbonite because people were happier with this solution. From $150/year to almost $500? Ouch.

  66. I’ve been using this product for several years. For the simple reason, that it had some unique features that others don’t offer: real backup to other computer (not syncing), unlimited backup, versioning…
    I’m still considering the possible alternatives. It will certainly not be one of the 2 offered packages. Both are high priced and the original USP are missing. Other solutions on the market do not offer all the features I liked in one packages and I will have to setup different systems for the computer to computer backup and for the cloud backup.
    There are good alternatives to the stripped down versions code42 tries to sell as professional solutions at higher cost. They do not offer the comfort of the old crashplan for home, but are very competitive compared to the offered packages.

  67. I’m sure you guys have done your analysis, but you may have underestimated that many of your paid business customers are loyal because of your service to them and their friends/family through the home product.

    It takes years to build up the positive customer and market sentiment you had. And you ice the cake with a recommendation for Carbonite… just can’t fathom how Crashplan leadership could be so completely out of touch with it’s customers.

    Will be moving away personally and moving our business account away also in the next few months. We’re probably small potatoes, but the $200 / mo. we spend is significant to us. The move isn’t out of spite, but because the comfort and confidence of the ecosystem is gone.

  68. Early adopter of Crashplan here. I use it both at home, and I am a ProE administrator in my enterprise. This product is bar-none the best backup solution for users. I have recommended this product to so many people, and now I am sure to expect so many calls about this.

    Your pricing has been quite stable for years, couldn’t you have just raised the price of home to better stabilize your margins? Are consumers’ data flooding your systems so much that you want to cut this burden from your business altogether?

    Carbonite is nothing compared to Crashplan, and it is really curious to me how you would recommend a competitor rather than stay in the competition. Perhaps home users are just too much of a financial burden to justify. If that is the case, that would have been a much more honest “put the customer first” explanation to all your loyal customers who are going to be extraordinarily burdened by this.

    Lastly, does this mean no one can even use the free, local version of Crashplan home? I know many people who have private clouds set up with this, will be such a pain to select and configure a new backup strategy.

  69. My initial reaction was disappointment. I have been a happy customer since 2013. Based on my previous research it was the best cloud back solution for Mac users. Like many others here who technical support family, friends and colleagues I quickly, strongly and consistently recommend CrashPlan because it simply worked perfectly.

    I am not hostile towards Code42, quite the opposite. The video by Joe Payne was clear, concise, empathetic and supportive. They have communicated clearly, given me ample time to plan my change, and pre-negotiated several possible alternatives.

    It is easy to forget they are a business who need to maximize the return on investment. 50% growth in a mature market is exceptional and should be pursued vigorously by any company. Granted a portion of that success is from the satisfied consumer customers influencing business decision makers.

    Code42 appear to be intelligent focused business people and certainly considered the impact of loosing a large audience of influencers. After all those who have taken the time to protect their personal data are likely strong influencers of colleagues.

    Code42’s decision does make me wonder:
    1. What kept Code42 from being adequately profitable in the consumer market?
    2. Why didn’t they simply announce a price increase? Granted a 2X would have been met with strong negative reaction as evidenced recently by Evernote.
    3. Do I have to worry about the other alternatives in the market (e.g. Carbonite, BackBlaze, etc.)?
    4. What is the next best alternative?

    Based on the research and analysis I’ve been conducting today I’m leaning towards converting to a Code42 Small Business account. While I am a simple single computer consumer users there are reasons I’m leaning that way. I will take a couple months for the emotions to pass and competitors to step up their offerings before making my final decision.

    Current Reasons:
    A. True continuous backups. Not tomorrow. Not even in a couple hours. Changed or new files get backed up immediately.
    B. Versions I am scared that my system will get infected, start corrupting data and not be noticed for a month or longer. I want those old versions Just-In-Case I need to go back more than a month.
    C. Local and Cloud backup managed in a single application. I simply don’t trust myself to monitor two different backup solutions. The email confirmations from code42 give me tremendous peace of mind.

    As I do research on my options I am reminded why CrashPlan was THE choice for Mac users when I made the decision in 2013 and strangely the competitors have not caught up. Makes me think Code42’s approach is more expensive than the alternatives hence why they might not be making as much money from consumers as we think. Combine that with consumer’s desire for “cheap” and they are likely left looking at business segment where Willingness-To-Pay is higher and their delta in capabilities allows them to differentiate themselves.

    I for one appreciate the advance notice, the extra 60 days, the negotiated alternatives and focus on customer care. I wish they could make money in the consumer market, but if a company is going to exit they would do well to emulate Code42’s approach.

  70. This indirectly affects me, as I use the free version of CrashPlan for my daughter in college to be able to backup her laptop to a computer here at home, which I assume I’ll have to find a replacement for.

    I’ve also use CrashPlan Pro for my small business for the past 5 years or so. I’d say my biggest complaint is the clunky Java app, which still persists despite years of promising a native app was on the way. Now, added to that is the concern that just like Code42 is dumping home users because they think they can make more money just focusing on business, how long before they decide that small businesses like mine likewise don’t contribute enough revenue to be bothered with, so they decide to dump ME as well in favor of large enterprise customers?

    While I wouldn’t proclaim “I’m leaving CrashPan!” right away at this point, I’m definitely going to start researching other options, before I too get tossed aside.

  71. I’ve been a paying CrashPlan Home user for several years now and I’m sad the service is going away. I will likely stop using it and move to the next best alternative (whichever it might be). My $60/year (1-computer unlimited) would become $120/year with CrashPlan for Small Business. Double the price is hard to swallow.

    I can’t shake the feeling of betrayal. Home users were sort of the founding member that got CrashPlan off the ground. Now it’s like we’re being kicked out of the club because we don’t bring as much status and money. To look from the other perspective if I had created CrashPlan I wouldn’t want to be limited from capturing a more lucrative market because I’m still using considerable resources for the “smaller fish.” I just wish there was some middle ground where I could say “Yes I’ll pay a little more to stick with you guys because I think you’re worth it.” Instead the message I’m getting from Code42 is “Sorry, I’m cooler now and you simply can’t afford me.”

  72. I’m very unhappy to hear the news that you are dumping existing home users. I’m sure these comments are falling on deaf ears, but I’m seriously hoping that Code42 reconsiders this move. I would gladly pay more that the current price if I was able to keep the same plan type and features. I have not only recommended Crashplan in person, but also on social media and other platforms as the best option there is. This is the thanks we get for putting our trust, our data, and reputation on the line with your company?

    I was a very satisfied “Family Plan” user, that chose Crashplan over all other options when making the decision. Of the deciding factors, the “family plan” itself was one of the main reasons, having several PC’s in the house, as well as the client software features that allow backup to local drives as well as other remote computers running the client software. I am using Crashplan to backup to the cloud several computers directly, but also using the same client software for backup to the NAS drive for local backup and extra protection.

    There also isn’t many other options out there that support a Linux client, so you are leaving those running Linux “high and dry” as Carbonite nor Backblaze supports Linux. It’s also not explained whether the MORE EXPENSIVE business plan you offer even has the same features in the client side. Making users pay MORE money for LESS features is a double whammy to those loyal customers. I cannot find any information that says if I can backup PC’s to local network or attached drives. I cannot find any information that says I can do reciprocating backup with other clients. Will the client still be obtainable for free to do local backups without the cloud? It sounds like all these features are going away?

    Your decision to suggest Carbonite as an alternative is laughable, I wouldn’t use Carbonite if it was offered for free. They strike me as a sleazy company, selling to older folks on radio programs, and their backup client and offerings do not have the same flexibility or features.

    Please, please reconsider. Or at the very least, offer a small business plan similar to the family plan that makes the price a bit more palpable than paying $100/mo to backup 10 PC’s.

  73. I have been a happy home user and client for 7 years and have recommended and installed Crashplan for all my family. I am not looking forward to the hours I have to spend to look for alternatives and set it up everywhere. This suck bis time!

    I also did not like the two options Crashplan suggested. I did some initial research for alternatives and so far https://www.idrive.com seems like a viable solution to me. I need multiple computers, Mac, Windows and Synology NAS. They currently have a good 90% off offer for their 2TB plan for people switching from the competition (like us), see https://www.idrive.com/get-idrive. And they currently have a 5TB plan for unlimited computers for $75/year. Not unlimited data, but 5TB will do for me and my family of now. They also have a Synology client at https://www.idrive.com/synology-backup.

    Thoughts anyone?

  74. Well this truly sucks! I picked Crashplan 6 yrs ago because it was the ONLY solution that checked all my boxes. To my knowledge, there still isn’t a product that has the same feature set. Carbonite isn’t even close. Like many other users, I have been recommending, and implementing their Home & Business offerings for years. All those remaining Business customers will be getting pulled as well.

    Hard to imagine that the Home product was such a problem, and that they didn’t just raise prices. I could have lived with that. I can also see if they stopped cloud support, and stopped updating software. But to kill the whole thing in one swoop, knocking out local backups and peer to peer backups as well, that is a double whammy.

    Loosing all those versions also could be devastating. I have too much data backed up to know that it is all 100% complete, at any given time. But I do know that at one point it was valid, and that at least one valid version is backed up.

  75. I’m actually really pleased with how this was handled. My existing commitment is honored, and I get a 50% price cut for a year?

    What more isn’t there to like?

    Transitions can suck, but his one seems like you’re handling it quite nicely.

  76. So much potential growth wasted here. I have been badgering Code42 about getting Home and, to a lesser extent, Small Biz on the same development level as Enterprise for several years. I know that enterprise customers are far more profitable, but I figured development of a single product with two or three branches for specialized use shouldn’t be that hard. In fact, because I have a brother as a developer and scrum manager, I knew it wasn’t.

    I was very happy to see a Minnesota company enjoy such success and only wanted that success to grow to all segments that Code42 serviced. The original product was excellent and only needed basic updates to continue its leadership role in data security.

    It’s clear Code42 cannot and will not treat all of its customers fairly.

    Even though I’m on the Small Biz plan now, I will have to look elsewhere for data backup. Thanks for sticking the knife in the back of your customers. You could have done much better by hiring a few competent accountants, as the previous commenter opined.

  77. It amazes me how people underestimate how toxic bad publicity is. People want choice. Why wouldn’t you just increase your prices and put data limits on future plans, letting people choose on their own to go to another service instead of forcing them out. The customers that you would lose would be ones that are not profitable and the customers that you keep are the ones that see the value in your service and lead into business sales. Moves like this reek of desperation and do not instill confidence, no matter how “necessary” they may seem.

    I’m going to miss your service. It looks like I’ll go with the 2TB iCloud plan and family sharing with iOS 11 and MacOS High Sierra as part of a solution. A choice that I didn’t want to make, but one that you are forcing on me.

  78. This is really odd – you are dropping your consumer market? What’s really odd is that on your website you still have the comparisons of Code42 to Carbonite where you show how much better Code42 is and now all of a sudden you select them as your “chosen partner” – and you expect us to be happy.

    Is there a middle ground such as raise Consumer prices a bit and reduce the number of desktops, say 3 – 5 desktops at $10/month. $10/month is a good value, but the “per device” is hard for the home market.

  79. Grandfathering existing customers would have been really good with good customer appreciation. Grandfathering with an increase in price would have been acceptable – we don’t like it but we understand increases. Continuing to hold existing backups so we have access to historical versioning should be the ABSOLUTE MINIMUM a backup company should offer.

    Continuing to support the peer to peer software (perhaps for $$$) or at least licensing it to someone who will just makes so much sense.

    But amidst all these absolute minimums and at leasts… We are left high and dry.

    Deep Sigh.

    Having said that, I do appreciate the efforts you have made to honor and extend existing contracts…

    Any possibility that you will help transfer backups to your recommended partner to avoid the week-long upload process?

  80. While this is very disappointing, I appreciate the long horizon on the exit (for me, at least). Much better than how LogMeIn handled their change back in the day.

    Nonetheless, “put the customer first” doesn’t resonate with me here. You’ve seen fantastic growth in your business segment–that’s great and I applaud you for that. Consider: is the loss of this sales channel and loss of trust in your company worthwhile? I echo other commenters in observing that uniqueness and reliability of your consumer offering likely helped drive the growth of your enterprise product. I know it did in my case.

    This also doesn’t signal a company that I can depend on to keep my data. Yesterday the customer you put first was the consumer, today it is the small business. Tomorrow is it only accounts with 100+ devices that matter? 1000+? Of course enterprise is more profitable. The sky is still blue. It also isn’t the only piece of the puzzle.

    While I hope you will reconsider, I fear the damage has already been done. We might take advantage of your business offer if only to buy time to transition away. Your other option, Carbonite, is not even a remotely comparable product.

    I invested nearly a year uploading all of my data, knowing that I could invest in a company that came with glowing recommendations from people I trust. Please understand that many of us here, myself included, are hurt by this decision. It is more than an inconvenience for many of us and it goes deeper than that. You have told us that we aren’t good enough anymore. Many of us spent years as evangelists for your brand and helped your company grow into what it is today.

    I wish your company the best and I do hope it works out for you. That doesn’t make it easier.

  81. I’ve recommended so many people to your service, including business customers. Very disheartening. With this kind of feedback on the day of the announcement, think of all the customers that are’t saying anything or haven’t figure it out yet but feel the same way. I think you are burning more bridges than you intended with your new focus.

  82. You’ve provided a fair transition path, but I am disappointed and see clearly that you are not a reliable long term solution for my data. Hopefully by the end of the 75% reduced price period, you will look at the data and see if there is reason to reconsider.

  83. An abject lesson in the risks of adopting “cloud*” services. Its all in the trust and commitment to ongoing service when you become part of the information infrastructure…… or not.

    * as someone once said, theres no such thing as a cloud, just a computer in another place. Well, as long as you are in a profitable enough market segment there is.

  84. I agree woth a comment above, grandfather us or make the small business plans be $15p/m for the first X computers then $10p/m for every additional one. This will improve your conversion rate into small business for all of your fam plan users

  85. I guess Code 42 have their reasons for this – presumably financial as their home product was way better value than anything else on the market and thus probably barely profitable (if at all) in the current climate – but as I know from experience myself and from the earlier comments above many others have used their home product usage to facilitate significant business/corporate adoption as well – looks like this announcement will have many re-considering that and I’m sure many will now switch elsewhere. Trust earned over many years (6+ in my case) is quickly and easily lost 🙁

    Given that Code 42 have decided to do this, I can’t really fault their migration offer – it’s fairly decent – albeit that the whole situation still sucks.

    Regardless – me moving to the Small Business version as a home user will double my costs in the long term (after the switch-discount expires) – not great.

    I already run BackBlaze as a parallel cloud backup for the past year or so – I did look at Carbonite which is what Code 42 are recommending but I rejected them at the time – will need to re-evaluate that and the other potential solutions.

    Just remember folks – If a product is free you are the product – beware of all those free backup cloud solutions.

  86. This is a really bad news. I am disappointed. I trusted Code42 as my digital safety net.

    Unfortunately the Business pricing is too high, I will switch to another service.

    Regards,
    -E

  87. I’ve used CrashPlan at home for many years. I spent a lot of time getting my environment setup and it has worked beautifully. I feel bad for all of my friends and family that I sent Code42’s way. Small Business users must be starting to sweat already. Good luck to all of “us”. I’m thinking of switching to B2, but, my research has only just begun.

  88. This is extremely disappointing. I’ve been a paying CrashPlan subscriber for nearly a decade, and have paid for the family plan. Along the way I’ve recommended the service to numerous people, both for their individual use, but also for corporate use. I’ve never had any issues (other than occasionally slow transfers) with CrashPlan, and they’ve saved my bacon a few times, like when I was able to restore years of tax data and, in a separate incident, my wedding pictures after a comedy of errors resulted in their deletion.

    So far, no other solution comes close in terms of ease of management in a family environment. Being able to setup a new computer and have it backup to a local storage system on my LAN (for fast backups and restores) and to the CrashPlan Central service for off-site backup is incredibly handy. The deduplication, compression, and restore-a-specific-version functionality is critical.

    Other services like Carbonite and Backblaze don’t offer family plans and charge per-device, which ends up being considerably more expensive for less functionality.

    I’m looking at some alternative now where files are backed up to my NAS, which is in turn synced to some cloud storage provider (Amazon Drive? Backblaze B2?) for off-site storage. It’s far from the ideal, set-it-and-forget-it solution that CrashPlan provided.

    Very disappointing, and leaves family plan users in the lurch. Not cool.

  89. Like most I am really disappointed. That being said I recognize that businesses sometimes need to change directions. THAT BEING SAID – What is Code42 going to do to help its existing customer base migrate to some other product or platform? If the answer is “Nothing” then you don’t deserve anyone’s business. Is there a migration solution to Carbonite (which I hate by the way)? Even if I migrate my data to the business solution for a year how do I migrate my data somewhere else after that? Code42 will have effectively “locked me into a more expensive product”. Not the way to treat customers that have helped you build to where you are today!

  90. It is hard to believe that you can’t devote a small corner of your data center to continue to provide backup for home users. As an IT professional for almost 40 years, I can’t see why this would be so difficult. I have recommended CrashPlan to numerous people. It will be difficult to do this after you yank the rug out from under us.

  91. so, back to backblaze it seems, myself and several of my clients.

    had switched from there for crashplan’s flexible handling of destinations within one and the same system, building up a nice network of backups with a “family” subscription, which just got completely worthless.

    but wait. actually it’s the whole company that will be worthless soon anyways as truely ip-based services like storj emerge ..

  92. Having been a customer for several years, your Home backup solution has many advantages of which is the site-to-site (friend) backup capabilities. For most home users, I can well imagine that this is one of the compelling and rationale reasons behind their purchase as it was for me. Having backups that span multiple locations is the right strategy and something that CrashPlan offered out of the box.
    Whilst I can understand there are business pressures and a desire to streamline product lines, your Small Business offering in view is a downgrade in features/functionality.
    I urge you amongst many others here to reconsider your strategy – abandonment when you have build a loyal customer base is not the right one.

  93. This is shocking. Have been using CP+ for around 6 years. Can’t find another service that offers unlimited retention of deleted files. I wish this would be reconsidered. I would be happy if existing Home users could be moved to the Small Business service at a yearly rate of slightly more than the current Home subscription, but not lose the service at all, or pay the much higher monthly rate (after the discount expires). This is sad.

  94. Wonderful. I was with Carbonite up until the start of this year. All fine. When my subscription was up for renewal, I checked out the alternatives to see if I could do better. Was impressed by Crashplan as they also offered PC-PC backup and also had an Australian server close to me. So I switched. Took me months to back everything up.

    Now I’m told I can either pay twice as much for less features (no more PC-PC backups) or why not try Carbonite? Thanks very much guys.

  95. Disappointing, but not tragic. CrashPlan was the only consumer cloud backup provider that would do Linux, and with a heterogeneous mix of machines here at the house made my life easier. Maybe too easy. Before CrashPlan we used a couple of open source apps (Duplicati and Duply) to back up from the Windows and Linux clients to a Linux machine, and then from there up into Amazon S3. Not going there again, but maybe can find a happy medium like getting the family to start using that 1 TB of OneDrive storage on Windows that they each now get from college, together and using Tarsnap on the Linux machines.

    1. Need to add: giving me almost a year to make the transition is actually very generous and better than we’ve seen from other vendors when they “shifted focus”. As some of the comments here reflect, it’s not great press for the whole cloud services industry, showing once again how ephemeral their services can be. But thank you, Code42, for giving me some breathing room to adjust.

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