Knowledgebase & FAQs

How can I restore a deleted/damaged file from a backup?

If you have deleted or corrupted a file and would like it restored, we can do this for you when you have our Agility Desktop Service. The cost of doing so will depend on the amount of data to be recovered and any complexity involved that requires our engineers time and assistance.

For customers with Premium Support Agreements, the time taken is charged to your Pre-Paid/Committed IT Support Account.

For all other customers, a charge of £20.00 +VAT minimum would apply (we would advise you if the cost would be greater than this). A typical simple restore would be covered by this cost.

We charge for this as it is potentially time consuming and not possible to cover the costs of doing this within your monthly subscription.

To avoid needing to restore, we recommend you use versioning, for example saving a new version of a file with a suffix of v1, v2 etc - that way you can review previous versions etc.

When you ask for a restore, we'll normally restore the last copy we have of the relevant data - in most cases this will be the previous days data, although sometimes it is possible to restore to a more recent point of time in the current day. Please make sure you're clear where you want us to restore from - we can normally go back up to 30 days depending on the circumstances. Our engineers can advise in your specific case.

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