SaaS Help Desk Backup Policy
Customers frequently ask about our backup policy for the SaaS Helpdesk and how we ensure data safety. Here's what you need to know.
We maintain two types of daily backups:
- Helpdesk database backups that occur every 2 hours
- Complete server backups saved as disk images to separate machines daily
All backups are stored on Amazon S3. Since we use Amazon infrastructure, our server hard drives are actually network-attached storage. This means the data resides on separate physical machines. Even in the unlikely event of total server failure—from overheating CPUs to complete meltdowns—we can instantly provision an identical replacement server.
Our servers do include local SSD storage for optimal performance, but these are reserved for temporary data only: email buffers, swap files, caches, and similar transient files.
Database Backup Details
Databases receive differential backups every few hours, with transaction logs backed up every hour. This enables point-in-time recovery in case of any issues—though we've never needed to use this capability. Full database backups run every weekend for comprehensive protection.
What Happens When Your Account Expires?
If your SaaS account becomes inactive, we retain your data for four months to allow reactivation. Alternatively, contact us and we'll make your data available for download via FTP for in-house use.
This policy applies to trial accounts as well. When you sign up for a free trial of our SaaS ticket system, your data remains available for five months total—one month of trial plus four additional months after expiration.
We can also configure automated backup publishing so you can maintain copies on your own servers. Your backup files will be accessible through Helpdesk ? Admin ? Export. This feature requires a small setup fee for lower-tier plans.
Learn more: Where is the helpdesk hosted?