Our Hosted help desk stores all your data and all the backups on our servers hosted by Amazon, additional backups stored on Amazon S3. But we can also set up an additional backup-file that you will be able to download via FTP. You can save this backup on your own server, say, for later use with the "self-hosted" on-premise version of the helpdesk app. Or - to build complex reports, perform some analysis using SQL queries or just to feel more secure since you have an extra backup copy of all your data.
We provide you with a username & password to access our FTP-server, where you can download your backup, which we update with the new data daily or weekly. Due to maintenance costs which apply to this service we offer it as a part of the "Enterprise" plan only (or as a paid add-on for other pricing plans) and you should send an email to our support to enable it.
The file is a standard SQL Server database backup file that you can restore on your side. To restore a database launch SQL Server Management Studio, connect to your SQL Server instance, right-click "Databases" (or optionally right-click an existing database - "all tasks"), then select "restore database" - on the "General" tab set "source" to the downloaded backup file and proceed.