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Data Recovery Service and Cost


Knowledge Article Number: 000003594


Description

What is Data Recovery?
Data Recovery is a last resort process where Salesforce.com Support can recover your data at a specific point in time, in the case that it has been permanently deleted or mangled during a data import.  In the past it was also known as Data Restoration.  Please make sure that a export all operation with the data loader where the condition is set up to where Isdeleted="True" has been completed first. If not sure, log a case with Salesforce.com support with the following case category so can we can assist with this request.


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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 minimum of $US 10K (Ten Thousand US Dollars).  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 EE or UE organizations. If you're not familiar with our Data Export feature open Help and Training, then search for Data Export.
(Note: The Data Export service can be added for an additional cost in PE and GE organizations. You can contact your account executive if you are interested in purchasing the Data Export feature for your organization).
Anytime you'll be making changes within your organization (just for 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.com 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 you Account Executive they can give you information about hiring professional services to do the work for you.

What is a .CSV file?
A comma separated value file. .CSV 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.com.

Does it include metadata?
No, it does not include metadata. The .CSV file only holds the data structure.

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 day, 14 day 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 orgs 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 15 business days (3 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.
 
FAQs:
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: Three to four weeks 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. 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 for additional fees contract Professional Services to do so. As the name of the process implies, Salesforce.com support can only recover the data for you, we cannot be responsible for restoring it.

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 Feature Activations team to process.