SaaS Helpdesk Backup Policy - How Jitbit Protects Your Data

When you trust a SaaS helpdesk with your support data, you need to know exactly how that data is protected. This page describes Jitbit's backup policy in full -- the systems, schedules, and safeguards that keep your helpdesk data safe around the clock.

Two Layers of Automated Backups

Jitbit maintains two independent backup systems that run continuously, so your data is never more than a few hours old in the worst-case scenario:

• Database backups every 2 hours -- Your helpdesk database (tickets, replies, user accounts, knowledge base articles, and all metadata) is backed up automatically throughout the day.
• Full server disk images daily -- Complete snapshots of our application servers are saved as disk images to separate machines every 24 hours, capturing everything from system configuration to file attachments.

Where Backups Are Stored

All backups are stored on Amazon S3, physically separate from the production servers that run your helpdesk. Because Jitbit's infrastructure uses Amazon's network-attached storage, your data already resides on separate physical machines from the compute instances. Even in the unlikely event of total server failure -- overheating CPUs, hardware failures, complete meltdowns -- we can provision an identical replacement server and restore service without data loss.

Our servers do include local SSD storage for optimal performance, but these drives hold only transient data: email buffers, swap files, caches, and temporary processing files. Your helpdesk data never depends on a single physical drive.

For more about our hosting infrastructure, see where Jitbit Helpdesk is hosted.

Database Backup Schedule and Point-in-Time Recovery

Jitbit's database backup strategy uses three layers of protection:

• Differential backups run every few hours, capturing all changes since the last full backup.
• Transaction log backups run every hour, recording every individual database operation.
• Full database backups run every weekend for comprehensive baseline protection.

Together, these three layers enable point-in-time recovery -- meaning we can restore your helpdesk database to any specific moment, not just the last daily snapshot. In over 15 years of operation, we have never needed to use this capability for an unplanned incident, but it is always ready.

Encryption and Security

All backup data is encrypted at rest using AES-256 encryption and transmitted over TLS 1.2/1.3 encrypted connections. Backup files inherit the same security posture as our production infrastructure, including restricted access controls and continuous monitoring.

For a complete overview of our security measures, see the Security and Privacy FAQ and our penetration testing policy.

What Happens When Your Account Expires

If your SaaS helpdesk account becomes inactive, Jitbit retains your data for four months to allow reactivation. You can pick up exactly where you left off by resubscribing within that window.

Need your data instead? Contact us and we will make your complete helpdesk database available for download, so you can restore it locally with our self-hosted helpdesk version or archive it for compliance purposes.

This policy applies to trial accounts as well. When you sign up for a free trial of Jitbit SaaS Helpdesk, your data remains available for five months total -- one month of active trial plus four additional months after expiration.

Download Your Own Backup Copies

Jitbit also offers downloadable database backups so you can maintain copies of your helpdesk data on your own servers. Once configured, backup files appear automatically in your admin panel under Admin → Import and Export -- no manual intervention required. This feature is included with Company plans and available as an add-on for other tiers.

Business Continuity and Disaster Recovery

Backups are one part of a broader data protection strategy. Jitbit's Business Continuity Plan defines recovery time objectives, incident response procedures, and failover strategies designed to restore service within hours of any disruption. Our SLA policy formalizes the uptime commitments we make to every customer.

Questions About Our Backup Policy?

If your security team needs additional detail about Jitbit's backup infrastructure -- for vendor assessments, compliance audits, or internal reviews -- contact us directly and we will provide whatever documentation you need. You can also start a free 21-day trial to see the helpdesk in action before committing.