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| title | sidebar_position |
|---|---|
| Backups | 90 |
Daily Backups
We manage daily backups of your data and retain the backups for 7 days after creation. As your helpdesk will constantly be updating with new tickets and replies we have not ever had a reason to retain backups for longer than this, and we always try to minimise the amount of sensitive data we keep in "hot" storage.
The backups take the form of a full disk snapshot so we are not able to restore individual tickets if they are deleted accidentally, for example, we can only roll back the state of the whole helpdesk.
The backups are stored on a physical server hosted in Hetzner's datacenter separate from your helpdesk's primary storage. As the backups are a snapshot of the disk, the data is encrypted there with the same per-instance key that is used to encrypt the primary storage (it's a byte-for-byte copy of the same encrypted data).
If you need to request that a backup is restored for any reason, please contact our support helpdesk.
Exporting Helpdesk Data
If you wish to export data yourself in CSV or similar formats, you can do so through the Zammad API.
Receiving Regular Database Dumps
If you are moving away from SR2 Cloud, see our page on Moving Away.
This feature is not currently available, however we plan to make available a feature that makes regular database dumps available to you via our upcoming object storage system, which would be encrypted to your GPG key. You would then be able to synchronise these to your local system. If you require regular database dumps before this feature has been implemented, please contact our support helpdesk.