Backup policy
This page applies from the date above.
In short
- Managed plans include daily backups, kept off the server for 30-day retention.
- Self-managed plans have no backups unless you add cloud backup. Keeping your data safe on those plans is your job.
- Restores are done by us on request, typically within 4 working hours.
- A backup is a copy from a point in time. Keep your own copy of anything you can't afford to lose.
1.What's backed up on each plan
- Managed Linux and Windows VPS, and fully managed dedicated servers: the whole server, every day, with 30-day retention, included in the price.
- Cloud VPS, self-managed dedicated and bare-metal servers, and GPU servers: no backups are included. You keep your own, or add cloud backup.
- Cloud backup: what you choose to protect — servers, virtual machines or computers — on the schedule and retention agreed when it's set up.
- Managed Kubernetes, AWS and Azure: as agreed in writing in your scope.
- Google Workspace, Microsoft 365 and Rediffmail: the vendor keeps your mail safe on its own platform, but that isn't a backup you control. Separate backup of Microsoft 365 and Google Workspace: Yes — Microsoft 365 and Google Workspace mailboxes, OneDrive and Drive, quoted per user
2.Where backups are kept
- Managed-plan backups: off the server they protect, on separate backup storage in India.
- Cloud backup: in Acronis's Mumbai data centre, so the data stays in India. Backups are encrypted before they leave your machine, with a password only you hold. If that password is lost, the backups can't be read — by you or by us.
3.Restores
Tell us what to restore and from when — a file, a database, a mailbox or the whole server — and we do it, typically within 4 working hours. A restore needed because a service is down is handled as Severity 1 under our service level agreement. Charges: none on managed plans and managed cloud backup. On self-managed cloud backup you restore yourself, or we do it for you, quoted first.
Before updates and migrations on managed plans, we also take a snapshot, so there's always a way back.
4.Checking that backups work
Every backup job is monitored, and a failed backup is fixed as a Severity 2 problem. On managed cloud backup, we test a sample restore every quarter and tell you when we have.
5.What a backup can't promise
- Anything changed since the last backup can be lost.
- Data older than the retention period has gone.
- A backup can't fix a fault in your application, or bring back data that was already damaged when it was copied.
- We take care to make every backup succeed, but we can't guarantee that every one will. That's why we monitor them, and why you should keep your own copy of anything critical.
6.When a service ends
Your data and its backups stay available for 30 days after a service ends, so you can download them, and are then deleted, apart from records the law requires us to keep. Ask us and we'll help you take a copy.
7.Changes to this policy
When we change this policy we update the date at the top, and tell customers about significant changes in advance.