Then ask for the refund and move to another solution.
For simple backups we still use CLONEZILLA. For most complex needs we have more IT staff working on it.
We purchased a Bare Metal Restore package from i365 - Seagate company that backs up our small bus servers to an appliance and to the cloud with encryption.
In a test restore case - when restoring hard drive partitions - the server is unable to boot. It has been SIX WEEKS of working with i365 tech support - they have been unable to fix the problem - Our server is a Dell - normal configuration.
How long should i give them to fix my problem - what other solutions are you using for a small business - has to have encryption from the source point and I would like local and cloud versions simultaneously