Key points about backups
- Backups are not guaranteed. Availability and retention windows vary by service and plan. We will confirm if backups exist for your account and the dates available.
- An active subscription is typically required before we can restore to your environment. If your plan is lapsed or deprovisioned, you may need to renew or purchase a new plan so we have a target to restore into.
- Scope varies by service:
- Hosting: Site files and databases may be restorable to a prior date.
- Email: Some plans include mailbox-level backups; others do not. Even when mailbox backups exist, messages that bounced while the domain was down generally cannot be recovered.
How to request a restore
- Contact Support and ask for a ""Restoration Plan"" including:
- What backups exist (dates/times) and which components are included (files, databases, mailboxes).
- Whether restoration is to the existing service or a new subscription and why.
- Any fees for restoration or redemption.
- Estimated completion time and what you should verify after restore.
- Provide:
- Your primary domain and affected services (hosting, email).
- Most recent date/time when the site and email worked correctly.
- Any known changes right before suspension (billing updates, migrations).
Important limitations
- If backups are outside the retention period, we may not be able to recover data.
- Point-in-time restores replace current data with backup data for that time. If you made changes after that time, they may be lost.
- We cannot retrieve messages that never reached our servers due to domain/DNS expiration or mailbox suspension; ask senders to resend after restoration.