Backups and Data Loss Policy

Last updated: February 9, 2026

1. Introduction

This Backups and Data Loss Policy (“Policy”) describes how Faciotech (“we”, “us”, “our”) manages data backups for our hosting and managed IT services. It explains our backup procedures, retention schedules, restoration processes, and the shared responsibility model that governs data protection. This Policy is a supplement to our Terms of Service and Service Level Agreement.

2. Backup Schedule

Faciotech performs automated backups of hosting accounts according to the following schedule:

Backups are typically initiated during off-peak hours (00:00–06:00 GMT) to minimise performance impact. The exact start time may vary depending on server load and the volume of data to be backed up.

3. What Is Backed Up

Our standard automated backups include:

• Web files: All files within your account’s public_html directory and other document roots.
• Databases: All MySQL/MariaDB databases associated with your hosting account.
• Email data: Mailbox contents for email accounts hosted on your plan.
• Account configuration: DNS zone files, cron jobs, SSL certificates, and control panel settings.

Backups do not include files stored outside your account’s home directory, temporary or cache files that exceed 10 GB, or application-level caches that can be regenerated.

4. Backup Storage and Security

Backup data is stored on separate infrastructure from the production servers. We use encrypted storage for backup archives and transfer backup data over encrypted channels. Backup servers are located in a geographically separate facility from the primary data centre to provide resilience against localised failures.

Access to backup systems is restricted to authorised operations staff using multi-factor authentication and key-based SSH. All access events are logged and audited.

5. Restoration Procedures

5.1 Self-Service Restoration

Shared hosting and reseller hosting accounts with cPanel have access to the JetBackup or cPanel Backup Wizard interface, which allows you to restore individual files, databases, email accounts, or your entire account from the available backup snapshots without contacting support.

5.2 Support-Assisted Restoration

If self-service restoration is not available or you need assistance, submit a support ticket with the following information:

• Your account username or domain name.
• The type of data to be restored (files, database, email, or full account).
• The approximate date and time of the backup snapshot you wish to restore from.
• Whether the restoration should overwrite the current data or be placed in a temporary location for review.

We will process restoration requests during normal support hours and aim to complete them within 4–12 hours depending on the volume of data involved.

5.3 Restoration Fees

Restoring data from our standard automated backups is provided at no additional charge. If a restoration requires exceptional effort—such as recovering data from a backup older than the standard retention period, recovering selectively from a corrupted backup, or restoring an unmanaged server—we may charge a reasonable administration fee, which will be communicated and agreed upon before work begins.

6. Shared Responsibility

While Faciotech provides automated backups as described above, backups are offered as a courtesy service and are not guaranteed. Data protection is a shared responsibility:

6.1 Our Responsibilities

• Operate and maintain the automated backup infrastructure.
• Perform backups according to the published schedule.
• Store backups securely on separate infrastructure.
• Process restoration requests in a timely manner.
• Notify clients promptly if we become aware of a backup system failure.

6.2 Your Responsibilities

• Maintain your own independent backups. We strongly recommend that you keep local or off-site copies of your critical data. Our backups should be considered a secondary safety net, not your sole protection.
• Verify the integrity of your own backups regularly by testing restoration.
• Notify us promptly if you suspect data loss or corruption so that we can attempt restoration before the relevant backup snapshot expires.
• Use version control systems for application source code.

7. Limitations of Liability

To the maximum extent permitted by applicable law, Faciotech shall not be liable for:

• Data loss resulting from hardware failure, software error, security breach, or any other cause, regardless of whether backups were available.
• Incomplete, corrupted, or unavailable backup snapshots.
• Data loss occurring between the most recent successful backup and the point of failure.
• Data loss on unmanaged services where backups are not included.
• Consequential, incidental, or indirect damages arising from data loss, including but not limited to loss of revenue, loss of business, or loss of goodwill.

Our total liability for any claim related to data loss shall not exceed the fees paid by you for the affected service during the three-month period immediately preceding the event giving rise to the claim.

8. Data Loss Notification

In the event of a data loss incident that affects client data, we will:

1. Investigate the scope and cause of the incident.
2. Notify affected clients within 48 hours of confirming the data loss, providing details of what data was affected and what recovery steps are being taken.
3. Attempt restoration from the most recent available backup.
4. Provide follow-up communication with the outcome of recovery efforts and any remedial actions taken to prevent recurrence.

9. Additional Backup Services

Clients who require more frequent backups, longer retention periods, or off-site backup replication beyond the standard offering may purchase our premium backup add-on. Details and pricing are available on our website backup services page or by contacting our sales team.

10. Amendments

Faciotech may update this Policy from time to time. Changes will be posted on this page with a revised “Last updated” date. Material changes to backup schedules or retention periods will be communicated to affected clients at least 30 days in advance.

11. Contact

If you have questions about this Backups and Data Loss Policy, please contact us:

• Email: legal@faciotech.com
• Support: support@faciotech.com
• Phone: +233 553 132 279