What's unclear is if data blocks and indexing is a separate thing. Perhaps all they can see is the filenames & directories and can't retrieve the data. I've k

What's unclear is if data blocks and indexing is a separate thing. Perhaps all they can see is the filenames & directories and can't retrieve the data. I've known some backup systems that work like this. It gives an admin visible in to what's there but can't do anything with it. This isn't consistent with their description. That being said, based on your description of your support interaction, if they weren't using your computer to determine this information, then it seems they are outright lying about their encryption. From their page. "Code42's Customer Champions cannot assist with recovery of an archive key password or your archive question." Clearly they were able to assist with your archive question.