Backup & Disaster Recovery Policy

Unless you have purchased a managed backup add-on, you are responsible for maintaining your own independent backups of any data hosted on our infrastructure. We strongly recommend maintaining at least one off-platform backup copy of critical data at all times, regardless of your plan.

Where a managed backup add-on is included in or purchased for your plan, backups are taken on the schedule specified for that plan (typically daily, with weekly full snapshots), and retained for the period stated at the point of purchase (typically 7–30 days, depending on plan). Backup snapshots are stored on infrastructure separate from the primary server where feasible, to reduce the risk of correlated failure.

Customers with a managed backup add-on may request a restore via a support ticket or the client portal. Standard restores are typically completed within the timeframes set out in our SLA for the applicable ticket severity. Restoring to a point in time outside your retention window is not possible once the corresponding backup has expired.

Our data center infrastructure includes redundant power, cooling, and network paths, and RAID or equivalent redundant storage configurations at the hardware level, designed to reduce the likelihood of data loss from a single hardware failure. This infrastructure-level redundancy is not a substitute for application- or account-level backups, and does not protect against accidental deletion, malware, or logical data corruption within your own environment.

We maintain internal disaster recovery procedures covering hardware failure, data center incidents, and major service disruptions, including documented failover and restoration procedures for our core platform and customer-facing systems. In the event of a significant incident, we will communicate status and expected resolution timelines via our status page and, where appropriate, direct customer notification.

For managed backup customers, our target Recovery Point Objective (RPO) is aligned to your backup frequency (typically up to 24 hours of potential data loss between backups), and our target Recovery Time Objective (RTO) for a standard restore is within the support response windows set out in our SLA. These are operational targets, not guarantees, and actual recovery time may vary with the size and complexity of the data being restored.

We are not responsible for data loss resulting from: absence of a managed backup add-on; customer-initiated deletion or overwrites; malware or ransomware introduced through the customer's own applications or credentials; expiration of the backup retention window; or events outside our reasonable control as described in our SLA.

We may update this policy as our infrastructure and backup capabilities evolve. Material changes will be posted here with an updated date.

For backup or restore requests, contact support@fix24.cloud or call 75759 50003. Fix24.cloud, Datamation Group, Guwahati, Assam, India.