An accidentally deleted folder, a corrupted database after an update or an empty mailbox: we restore the state you need from the external backup of your web hosting or cloud server. The restore is included in the external backup and free of charge for you.
So that we can restore exactly the right data quickly and without follow-up questions, request the restore via a ticket in the customer area. This also ensures that the request comes from an authorised person.
Sometimes it is quicker to do it yourself
If you created your own backup in KeyHelp or a snapshot of your cloud server before the change, you can restore that state yourself straight away: see Creating and restoring manual backups and Managing your cloud server.
Restoring in three steps
- Create a ticket: open a new support ticket in the customer area and, if possible, select the affected product.
- Provide the details: describe what should be restored using the checklist below.
- Wait for confirmation: we check the request, restore the backup and get back to you in the ticket as soon as everything is back.
The details we need
- Affected product: if you have several plans, the hosting or domain, or the name of the server.
- What should be restored: a file path or directory (e.g.
www/muster.de/wp-content/uploads), the name of the database, the email address of the mailbox - or the complete hosting or the complete server. - Desired state: which day the backup should be from, or when the data was last fine.
- Time of the loss: when the data was deleted or damaged, if known.
- Handling of the current state: whether the existing data may be overwritten or whether you would prefer to see the backup state alongside it first. We will then agree the procedure with you.
Example of a request
"Please restore the database shop_db for the hosting muster.de to its state of 12 October. Since a plugin update on 13 October at around 10 am, orders are missing. The current database may be overwritten."
What happens after your request
Our technicians check that the request comes from your customer account and restore the desired state. We keep you informed of progress in the ticket and clarify any questions there as well. How long the restore takes depends on the amount of data: a single file is usually back sooner than a complete server.
Please note: in the restored areas, the state of the backup applies afterwards. Changes made after that point in time, such as new orders or emails, are no longer included there. So, if possible, only have restored what is really missing.
How far back you can go
This depends on the retention of your external backup: 5 days are included, and 14 or 30 days are possible with the "External backup" option. Older states are no longer available - so report data loss as early as possible. You can find details on the backup under External backup for web hosting and External backup for cloud servers.
Does the restore cost anything?
No. Restoring from the external backup is included in the backup and free of charge for you.
Who may request a restore?
The holder of the customer account and team members whose access role allows them to create tickets. You can read how to give colleagues or your agency access under Account access for team members and agencies.
Can I get back only individual files or emails?
Yes. We restore individual files and directories, individual databases or individual email accounts - you do not have to have the entire hosting reset.
What if I don't know the exact time?
Describe what you noticed and when everything was last fine. We will then suggest a suitable backup state.