backup, policy

Backup Policy

  1. Overview
    1. Backups are an important part of our website and email administration. When you backup your website's files and configurations in a safe location, you can use them to restore your website's files, information, and emails, in the event of any disruption to your website's functionality or any data loss.

    2. Backups are not included by default as part of our services, though they are optional at an additional cost for some of our services. It is your sole responsibility as a customer to make backups of the information you store on our servers on a regular basis and save them in a separate location from your account. Using a shared account as a backup/storage device is not permitted. We recommend that you make use of reliable and offsite third-party backup services such as but not limited to CodeGuard, JetPack, etc to make backup copies of your website.

    3. Though we run periodic backups for some services, the availability of our backups is not guaranteed and we are not responsible for the loss of any customer's data. We strongly recommend that you maintain periodic backups of your website's information and store them in a secure location so that you have multiple options for recovering your data in the event of any loss. Our control panel also provides tools that allow you to take data, download and restore backups, etc.

    4. Kindly note that we do not have control or maintain any backups that can be restored on a per-server or per-package basis from our third-party partner.

  2. Shared Hosting
    1. Whogohost runs a comprehensive weekly backup of all shared hosting services. These services include but are not limited to Web Hosting, WordPress Hosting, Python Hosting, Node.JS Hosting, Reseller Hosting, and any other shared hosting service that we provide.

    2. You can also create, download, and restore backups in the control panel of your shared hosting account if your application was installed via Softaculous. We allow you to keep a maximum of 5 Softaculous backups or 15% of the storage size of your hosting account. Please do not take backups of your backups.
    3. You can request a copy of our backup or restoration of your account at any time provided your shared hosting account is active. If your account is suspended for overdue payment, you will need to renew it before you can have access to our backup. If you want to restore or have access to our copy of the backup of your terminated account, you will need to first contact us to confirm if a backup is available as they are overwritten weekly. If available, you will be required to pay a fee to retrieve the backup.

    4. We strongly recommend that you make use of reliable and offsite third-party backup services such as but not limited to CodeGuard or JetPack etc.

    5. All or part of your accounts if available can be restored by contacting us at billing@whogohost.com.

    6. This does not include account renewal. If you, however, wish to renew the account further, the regular fee for account renewal will still be applicable.

  3. Enterprise Servers
    1. Backups on enterprise servers are not automatic but come as an optional addon service at an additional cost when you purchase a server. Once you pay for backup of the server, it will be enabled.

    2. For Cloud Hosting & MainOne Local Server, backups of your entire server are usually stored in the same datacenter as the server and taken once per week at the operating system level; i.e system databases, email, web files, all running OS-level applications, etc. Each backup is retained for a period of four (4) weeks and backups older than 30 days will be overwritten by a new backup.

    3. It is your sole responsibility as a customer to ensure you maintain a backup especially older copies of your server at a separate location from your server before it is overwritten. We do not guarantee that the backups of your server will always be available in instances where you may need to restore your website or database to its recent state prior to an editing error, an application upgrade, or for any other reason.

    4. For Dedicated and Virtual Servers, you can buy additional storage or another server and request backup configuration and we shall help set this up for you.

    5. For any active enterprise server, you can request for a restoration of the backup of your entire server to a previous date from any of the last four weekly backups taken if you paid for the backup service. Kindly note that you cannot request a partial restoration of some parts of your server as the backup is taken at the system level. If you do not pay for backup of your server, there will be no backup taken.

    6. For a terminated enterprise server, the backup is deleted immediately the server is terminated and cannot be retrieved. This means that if you allow your server to be terminated, you will lose all the contents of your server.

    7. For enterprise server related backup inquiries, send your request to technical@whogohost.com

  4. Email Hosting
    1. Generally, for your emails (including webmail), we can only back up messages that are actually on our servers. If you read emails using an application like Outlook, Thunderbird, etc on your own computer and you've configured that e-mail application to delete messages from the server when you read them, your computer will have the only copy of the unread messages and it cannot be restored from our servers.

    2. Backup for our email hosting services aside from webmail are usually stored at the datacenter level and we do not have control over it.

    3. For the business & enterprise email hosting, if you require the backup of a suspended account, you will have to pay for the renewal. The account will remain suspended for 15 days after the due date before it is terminated and backups are only retained by the third-party partner for an additional 5 days after termination. To retrieve the backup of a terminated account, you will be required to pay an additional fee per email account to be restored but we advise that you contact us first via billing@whogohost.com to confirm that a backup is still available.

  5. Changes to this Policy
    1. WhoGoHost reserves the right to revise its policies at any time with or without notice.

  6. Contact Us
    1. If you have any questions about this Policy, please contact us at legal@whogohost.com