File Restoration Policy
Sometimes you will find that changes that have been implemented or updates to core or modular features may end up causing problems for your website. When those changes involve situations where the website cannot be rolled back to a functioning state, restoring the file content of the site and related database will be necessary.
There are some limitations to this process that we will outline below. We strongly encourage making local copies of your website files and database if you are hosted in one of our shared server environments. Dedicated server owners will have additional options towards their backup plan upon server creation and can request to purchase additional recovery points as needed.
Restoring Content to Shared Servers
Note: We strongly encourage making local copies of your website files and database if you are hosted in one of our shared server environments.
Restoring Site files and database content is limited to one free Customer requested restore (Full/Partial) from the desired recovery point per calendar quarter (every 3 months). Additional Customer requested restores per calendar quarter will be subject to a $9.95 restore fee.
This restoration process is on a per domain basis, so if you have multiple domains nested into a singular account, or if the account is a reseller, the quarterly restore is available to each domain under the account.
Restoring Content to Dedicated Servers
The policy for Dedicated Servers is a bit different due to the level customization that can affect the individual server on a case by case basis.
Windows/ColdFusion Dedicated Servers
For a Windows-based environment, the WCP control panel has the ‘File Restore’ feature that will allow the server owner further control over the restorations for the domains at their own discretion.
For more information regarding the ‘File Restore’ functionality please see the corresponding article:
cPanel/Linux Dedicated Servers
For our cPanel/Linux Dedicated Servers, there isn’t a tool to allow the server to connect directly to our Backup Servers to pull content from a recovery point. You can; however, utilize the cPanel system to leverage your own backup solution.
The cPanel/Linux Dedicated Servers are restricted to one free Customer requested restore (Full/Partial) from a backup per calendar month. Additional Customer requested restores per calendar month will be subject to a $9.95 restore fee.
Full Server Restoration
Referred to in-house as a bare metal restore, this restoration process is reserved for a significant system issue that has crippled the dedicated server from functioning correctly. These types of restorations will need to be approved by management to leverage due to the significant amount of time that is required to perform the task.