Backup Policy and Procedures

The security of your data is our top priority. To protect your data and ensure the smooth operation of our systems, we implement automated backup procedures at multiple levels.

Backups are performed at the file level, database level, and entire system level (image), ensuring different recovery scenarios. Below is a more detailed description of the backup policy we follow.

Dual, Independent Backups (Off-site & Multi-region)

On each server, at least two (2) completely independent backups are taken daily, which are stored outside your server (off-site backups).

• Geographic differentiation: Backups are stored in different European Union (EU) countries each, ensuring GDPR compliance.
• Different mechanisms: We use at least two different independent backup mechanisms, eliminating the possibility of failure at the software level.
• Daily Backups: We maintain a complete history of daily backups for at least 12 days.
• Monthly Backups: Additionally, the backup from the last day of each month is retained for the last 3 months.
• Annual Backups: The backup from the last day of the previous year is retained.
• Checks: Backups integrity and correctness checks are performed regularly, both through automated processes and manual restore.
• Encryption: All backups are stored and transferred encrypted (encryption at rest, encryption in transit), ensuring that your data remains confidential.

Extra Backups Specifically for the Database

Because databases change constantly (orders, new articles, user registrations), on all our dedicated servers we take more frequent backups:

• Backup every 6 hours: We additionally take database backups 4 times a day. This way, in case of need, the maximum possible data loss is limited.

Extra Local Backups of Selected Files

On our dedicated servers, depending on your platform (e.g., Magento 2, WordPress, etc.), there are also backup copies of selected files and/or databases available locally in your home directory. The purpose of these local copies is to give you immediate access at any time to files or your database, without replacing our main off-site backup policy.

Manual Backups (Manual / On-demand Backups)

It is important that you can create backups (either of the database or files) at any time you wish. Especially before a major upgrade or code change, it is recommended to take a manual backup. Depending on your hosting package, this capability is provided as follows:

• Shared hosting: You have access to your panel, through which you can take a manual backup whenever you deem it necessary. For detailed instructions, see the article How can I take a backup from the Control Panel?
• Dedicated servers: You have the ability to create a backup accordingly by executing a simple command via CLI/SSH. Contact our helpdesk to be informed about this.

Disaster Recovery Backups

In addition to the above, as part of Disaster Recovery provisions (for full recovery scenarios), we take a complete backup of the entire server daily. These backups ensure recovery scenarios even in cases of complete infrastructure/hardware failure, to ensure business continuity and restoration to full operation as soon as possible.

Access and Use of Backups

To use a backup, there are the following options depending on your needs:

• Helpdesk Request: You can contact technical support and request the restoration (restore) of a backup. Our technicians can inform you about which is the most recent available copy or give you information about the history of previous days. A full restore to your site is not necessary. If you wish, we can simply deliver the backup files to you to store locally or use in another way.
• Self-service restore with JetBackup: In all shared hosting and also on dedicated servers where you have selected JetBackup in your package, you also have the ability and convenience to perform self-service restore yourself and/or download files or databases, at any time, without needing the intervention of our technical department, through a user-friendly Web Interface.