What Do I Need to Know About Data Restoration?

Learn what options are available if you need to have data restored to your account due to deleted information, incorrect family merge, or other reasons.

What data can be restored?

Your data is backed up in the form of a snapshot. These snapshots occur every minute as part of our standard operations. What this means is that your data can be restored to any precise minute for up to 30 days.

Data backups older than 30 days are archived and will take significantly longer to restore.

What types of data restores are available?

  • Complete Restoration – This is the most efficient option. This choice erases any changes that happened after the chosen point of restoration. During the restoration, your class management site will be offline. Once the restoration is complete, the site will be immediately available.
  • Partial Restoration – Choose this option when a total system restoration is excessive. For example, if one class was accidentally deleted, a total system recovery would be unnecessarily disruptive. This option almost always takes some expert analysis to ensure that the old data will seamlessly mesh with the current data. In some cases, a partial restoration will be too complex and time-consuming to be a viable option. In cases like this, a copy of the information you are looking for can often be provided, but in an alternate format – like a change log in Excel format.

How can I initiate a data restore?

A site admin can open a case with customer support to have data restored. Because there is so much flexibility in what could be restored, the request must be made in writing. This ensures that the work being done will be accurate.

Restoration efforts are a billable service.

How long will it take to restore data?

Total restoration for a single site will be less than 3 hours during normal business hours and will be completed within 30 days. Partial restoration will generally fit within this window as well.

Note that unplanned after-hours restorations will be treated as a high priority, but could be delayed. In the unlikely case that multiple sites need to be restored, full restoration could take 24 hours.

Need more assistance?

Customer support is available at 1-877-554-6776 Mon - Fri, 9 am to 9 pm (CT) and Sat, 9 am to 6 pm (CT).