By requesting a restore, you can restore a mailbox from 7 days to 30 days in the past, depending on what service you're using, any time. For instance, zMailCloud customers have a standard 7 day window for restores, whereas Exclusive Hosting customers have a standard restore window of 30 days, and have the option of choosing to keep backups even longer by mutual agreement. Restores are usually provided free of additional charge.*
How to request a restore. When you open a ticket with us by using the portal or emailing support@cloudiance.com with a request for a restore, in addition to identifying the mailbox email addresses, please let us know what day and time to which you'd like the mailbox(es) restored.
How it works. Restores are typically restored under a separate name, such as r_yourname@yourdomain.com, and are restored with the same password of the current, primary account, to make access straight-forward for you. The support person who restores your mailbox(es) will let you know the name to which it's restored, and you may request a custom name if you wish. We can share the restored mailbox to you, which makes dragging-and-dropping items straight-forward between your mailboxes, using the web client. You may request we setup the share, or share it yourself, as may be most convenient, using these specific instructions on how to access restored mailboxes: recover emails/folders from a restored account.
How long it takes. Restoring a mailbox or more takes time based on scheduling and performing the work after normal business hours, as well as the amount of data for each mailbox involved-- larger mailboxes take longer to restore. Please allow at least a full business day for restores, and sometimes significantly longer.
Different than "email retention." Note that you may keep your mail in your account as long as you like, we have an unlimited retention policy (except in the case of mail stored in your Trash or Junk folders, which it is our standard policy to delete after 30 days - and you may customize this policy in both the Cloudiance Cloud and Exclusive Hosting environments).
Different than KeepSafe archiving. Our backups gives us the ability to recover ("undelete", "roll-back") even deleted email, and other data (e.g.: calendars and contacts). Whereas our Archiving and Legal Compliance/Discovery service, called KeepSafe, extends the capability even further but only with email and attachments, enables a separate, private, searchable archive of all inbound and outbound mail for select mailboxes, across mailboxes, including headers and most attachments for as long as you maintain the archiving service.
IMPORTANT BILLING NOTE
To avoid charges for the mailbox on your next invoice, please delete the restored mailbox through the Portal (https://admin.Cloudiance.com) before the end of the calendar month.
Restored mailboxes are considered additional mailboxes, and you will be billed for them at the beginning of each month unless you delete them before the billing run on the first of each month. Undeleted restores, just like any mailbox, will be charged for a full month's service once invoiced.
*We typically do not charge extra for restores, and in exceptional cases and in any event at Cloudiance's sole discretion, in advance of restoring the mailboxes, we may choose to charge you under Professional Services for restores, and in such case, will not perform the work without your documented approval.
