All our web hosting plans (including shared hosting, enterprise hosting, reseller hosting) include our backup service as standard. This means your full hosting account (including all files, databases and emails) are automatically backed up.
If you have your own dedicated/cloud server with us, our server management will normally include a backup service. If you're unsure, please ask our sales team.
How often are the backups?
Generally speaking, we retain 21 daily backups and 2 end-of-month backups. This means, in case of emergency, we can restore your hosting account to a backup point from any date in the past three weeks, or use one of the end-of-month backups. For example, if today were 30th April, our backup servers will normally have backups for every day between 10th - 30th April, plus backups for 31st March and 28th February. Each day after a new daily backup has completed, the oldest daily backup will be deleted.
There are some exceptions. During server maintenance/upgrades the regular backup schedule may be amended or backups may be temporarily disabled. We use automated systems to monitor the health of our disk drives and to perform integrity checks on our backup points. If the systems detect a fault, our technicians will take appropriate action to remedy the problem. In such situations we are not obliged to notify customers.
How are backups stored?
Backups are stored on high-volume data storage servers custom built for Maxer. For disaster recovery purposes, all backups are stored in an off-site location. This means the backup server is in a different geographic location, far away from the hosting server.
Hosting servers located in the EU will always have their backups stored on servers in the EU. It is our policy that the backups will be kept within the EU.
Should I take my own backups?
Yes!! Please take regular backups of your website and store them locally (on your own computer).
Before starting any website development or upgrade work, please ask your web developer / IT person to backup the files and database(s) before commencing any work. If anything goes wrong, it's often quicker to restore from your own backup.
Our backups are primarily for our own disaster recovery purposes, but we offer them if clients need them. We can use our server backups to restore all or part of your website if for example, you accidentally delete some files, your website is broken after a software update, a database is corrupted or your website has a security issue.
How to perform/request a restore?
There is a backup plugin incorporated in our hosting control panel. We are gradually improving our backup plugin so you may be able to restore a backup by yourself. In your cPanel control panel, look for the option "R1Soft Restore Backups". Where it is available, it will allow you to browse all the recent restore points. This is still a new feature and we're improving it all the time. The backup plugin will not work if your hosting account has recently moved server or been suspended/cancelled.
If you'd like help restoring a backup, our team are there to assist you. Please submit your request in a support ticket. In the support ticket, include details of what the problem is, what exactly needs to be restored and what date it should be restored to.
Importantly, once you submit a support ticket, please stop any work on your website so it does not interfere with our own work.
What is the waiting time on a restore?
We understand every support ticket is important and our technical team will endeavour to assist you as quickly as possible. Please bear in mind some restore requests require our technicians to work through checklists and perform processes that you're not aware of. Every restore request is different.
Our backup systems are managed by a specialist partner who are experts in the field of data backup & restoration. Depending upon the nature of the restore request, our technical team may choose to escalate to the job to our backup partner. Like us, they work 24x7. They'll complete restore requests as quickly as possible, typically anywhere between 1 hour and 24 hours. We do not have an insight into their workload. We cannot provide a running commentary, it would only delay the restore work. We appreciate your patience.
What is the fee?
Our backup service is included free and restore work by our technicians is normally included free. There are exceptions for our priority service (for "mission critical" websites) and for terminated accounts (where the client has cancelled). In these cases we charge an hourly fee (please see below).
There is also a fair usage policy. If there are more than 3 incidents in a 12 month period, we reserve the right to charge an hourly fee for restore work involving that hosting account.
Priority service
We offer a priority service for "mission critical" websites. If you have requested a restore and it's especially urgent to you, we can ask our backup partner to prioritise the restore work. There is an extra fee* for every 30 minutes of urgent technical work. Please note we're still unable to provide an ETA for such work, but you can rest assured our specialist partner will put your job to the top of the work queue. Most of our clients find the standard service "does the job" but we offer the priority service for clients who cannot wait.
* Clients on the JSWeb legacy hosting plans with "priority assistance" with receive priority service for no fee.
Terminated accounts
If your hosting plan has already been terminated, for example if you cancelled the hosting service or the renewal was not paid on time, our backup servers will still hold a backup copy of your hosting data. However, it can be a complex task to recreate the hosting plan and will include more technical work than normal. Our backup systems are managed by a specialist partner who are experts in the field of data backup & restoration. For this reason, we escalate these tasks to them. Like us, they work 24x7. There is an hourly fee for the technical work involved in restoring terminated accounts. It is €60 +Vat per one hour of work (or €120 +Vat per hour if it is mission critical). There is a summary of our fees in the table below.
Fee schedule
We will charge you fees in the currency of your Maxer account.
| Restore fee (standard service) | Restore fee (priority service) | Restore fee (terminated account) | |
| GBP | £0.00 per hour | £26 per 30 min | £52.00 per hour |
| EUR | €0.00 per hour | €30 per 30 min | €60.00 per hour |
| USD | $0.00 per hour | $33 per 30 min | $66.00 per hour |
| AUD | A$0.00 per hour | A$48 per 30 min | A$96.00 per hour |
| CAD | C$0.00 per hour | C$44 per 30 min | C$88.00 per hour |
