Print this page

Data Recovery Service and Cost

Knowledge Article Number 000003594

Data Recovery Service and Cost
Article Number: 000003594
What is Data Recovery?
Data Recovery is a last resort process where Salesforce support can recover your data at a specific point in time in case it has been permanently deleted or mangled during a data import. Data Recovery was formerly known as Data Restoration.
If your Org is API enabled (Enterprise Edition and above by default), make sure an export of all operation with the Data Loader tool has been completed first using the condition where Isdeleted="True".
Visit How to determine which Salesforce user deleted record? article for more details. If unsure, log a case with Salesforce support using the following case category so can we can assist with this request:
Case Reason: General User Question
General Application Area: Data Management
Functional Area: Data Export
What does this process cost?
Because of the manual intervention, there is a cost. The cost is relative to the amount of manual work and time needed to perform the recovery. The price for this service is a flat rate of $US 10,000 (Ten Thousand US Dollars) for the one organization being asked to be recovered. The work involved actually costs us much more than that, but we pay for a portion of the service. A Data Recovery is only an option after you have exhausted all other reasonable efforts to recover the data, such as restoring from the recycle bin, reinserting the data from a .CSV backup or querying the API for IsDeleted records. If you are interested in the Data Recovery process please log a support case stating that you would like to learn more about the data recovery process.
Is it preventable?
Yes, we recommend that you use a partner backup solution that can be found on the Appexchange , run full reports and export them to your desktop or use the Data Export feature that is included in all editions of Salesforce . If you're not familiar with our Data Export feature, review Saleforce Export Data Service for more in depth information.
Anytime you'll be making changes within your organization (example: Changing field data type or updating data with the data loader/import wizard) we strongly recommend that you use one of the above methods to back up any data that could be affected by the change. It is better to be safe than sorry.
What do I get from the data recovery service?
You will get a complete backup of all your data in .CSV files on the date/time you specify. Each object in your Salesforce organization will be exported into a .CSV file and provided to you via secured channels. You can then use our importing tools to insert the data back into your organization. We cannot insert the data into your organization for you, but if you contact your Account Executive they can give you information about hiring professional services to do the work for you.
What is a .CSV file?
A .CSV (comma separated value) file is a format that is widely used in the industry and can be opened in Microsoft Excel or Open Office. There will be a CSV file for each of the database tables (objects) in Salesforce.
Does it include metadata?
No, it does not include metadata. It holds the customer data only. Metadata is a structured data that tells how reports, list views, and page layouts are displayed.
How far back can the data be recovered?
Data can be recovered up to 3 months back from the current date. There are a few stages:
- Trial Orgs are kept for as long as the trial states (7 days, 14 days or 30 days). If it’s not converted or a contract is signed against the Org before the end of the trial, it is put on hold and kept for 30 more days. At that point it’s deleted. We can go back 90 days to recover from today’s date.
- Production Orgs are put on hold when the contract expires and kept for 180 more days. At that point it’s deleted. We can go back 90 days from today’s date.
Note: At any time when it’s on hold (which is 30 days for trial or 180 days for Org that once had a contract), we still have the data and no data recovery needs to be performed. We can do a data export or if they are to sign a contract, the Org will be flipped back on.
How long does it take?
The process must be completed manually and usually takes a minimum of 20 business days (4 calendar weeks).
How do I get the process started?
Log a case via Self Service or telephone. In the subject, type: "Can you please perform a Data Recovery?". In the description provide the date/time you would like the data recovered from. An agent will contact you to confirm that there is no other way to recover the data and confirm pricing details. You will be able to pay via purchase order number or credit card.
Q: We converted/deleted a custom field and lost its data, can we get the data back?
A: Yes. The custom field wizard notifies you that changes to field type may permanently delete data. We do our best to warn you of changes that can delete/mangle data, but in the unfortunate event that this occurs, the data can be recovered through this process. As previously stated we still strongly recommend that you back up data before making any kind of changes in your organization.
Q. How far in the past can we go to retrieve missing/deleted data?
A: We can go back no more than 90 days for production and 30 days for Sandbox from the date of deletion based on the tape retention policy
Q: If my trial Org is on hold and who can do the data export?
A: The system admin can still login and the only thing they can do is a data export. Otherwise, send a case to the CRM Usage team to process.
Q: Can the data recovery services restore list views, reports, or workflows?
A: We can only recover structured data that like records from the account object. List view, reports, and workflows are considered metadata telling how to display the data.
Q: 20 business days is a lot of time, can the process be expedited?
A: Unfortunately no, it involves multiple Applied Engineering resources to get the backups and recover the database. It can take up to 10 days end-to-end to "rewind" a server to your specified point in time and then additional time is needed to export the data.
Q: Is the Data recovery process a rollback feature that restores the data to a specific date?
A: The Data Recovery service has the same contents of a Salesforce Data Export Service. Once we perform the data recovery, the CSV files are given to the requestor would have to be imported back into Salesforce using an external API tool such as Data Loader/Workbench or by seeking professional service specialized in importing deleted data.
Q. How is the data loaded back into our production Org?
A: This process only provides you the .CSV files containing the data. As stated above, you'll have to use our importing tools to load the data, or contract Professional Services to do so for additional fees. As the name of the process implies, Salesforce support can only recover the data for you, we cannot be responsible for restoring it.
Related links:
Salesforce Data Export Service
How to determine which Salesforce user deleted record?