If Help Center Data is lost, can we obtain a backup from zendesk?

9 Kommentare

  • Jessie Schutz
    Zendesk Team Member

    Hi Jason!

    We recently changed our policy on recovering data in these types of situations. The gist of it is that for a variety of reasons we are no longer able to recover data for customers unless it is lost as a direct result of something on our end.

    That being the case, I would strongly recommend that you implement your own backup procedures to cover you in case of human error on your end.

    Hope that helps!

    1
  • Jason

    OK sounds good.

    Thanks!

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  • Felix Stubner

    Hey Jason, I have created a small tool to backup help center articles, you can check out the article here.

    1
  • Jason

    Wow - I'm excited to try this out. Thanks!

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  • Mary Paez

    I'm actually very surprised that no Backup is done of customer data.  A competitor writes:

    While Advanced High Availability is the primary means to recover data and restore service in the case of a service disruption, in certain cases it is desirable to use <Product>’s more traditional data backup and recovery mechanism. This data backup and recovery system works in concert with AHA and acts as a secondary recovery mechanism. <Product> stores production instances in two geographically separate regional datacenters, with sub-production instances hosted in a single data center. Backups of the two production databases and the single sub-production database are taken every day for all instances throughout the private cloud infrastructure. The backup cycle consists of four weekly full backups and the past 6 days of daily differential backups that provide 28 days of backups. All backups are written to disk, no tapes are used and no backups are sent off site. All the controls that apply to live customer data also apply to backups. If data is encrypted in the live database then it will also be encrypted in the backups. Regular, automated tests are run to ensure the quality of backups. Any failures are reported for remediation within<Product>.

    Seems to me, Zendesk should have a strategy and step-by-step instructions of what to backup and the order to restore?

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  • Mary Paez

    I want to add that I came in after ZD was implemented at our site.  I recommend that the topic of Backup is discussed at the beginning & throughout to remind customers what needs to be done.  It becomes very valuable on the day (we least expect) that something goes wrong and we have to restore.  Too late at that time.

     

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  • Michael Rieder

    Jessie Schutz is the policy you mentioned still valid?

    https://support.zendesk.com/hc/en-us/community/posts/208271558/comments/212956707

    The link in your post does not work anymore :-)

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  • Nicole Saunders
    Zendesk Community Team

    Hi Michael -

    Jessie moved into another role a couple of years ago, so she's not around the community much these days. But, to answer your question, here's an updated link to the policy: https://help.zendesk.com/hc/en-us/articles/115002423327

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  • Michael Rieder

    Thank you Nicole Saunders -

    So it is still up to the customer to decide if he wants to implement his own backup scenario.

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