Support, restores and exits

Raising something

Email [email protected]. That address is the front door for every plan, self-hosted included, and it is the one to use for a restore request or anything urgent.

Include these four things and most issues are answerable on the first reply:

Your version, from Admin, Licence.
What you did, and what happened instead. Including the exact wording of any error.
When it started, and what changed immediately before. This answers more cases than anything else on the list.
Whether it affects everyone or one person. A single account behaving differently is usually a role or a module rather than a fault.

Support level follows your plan. Core is email, at that address; Standard adds business hours; Advanced and Enterprise are covered in your agreement, along with any service credits.

Vendor access

The product support API is enabled when its deployment key is configured, unless an administrator switches it off under Admin, Compliance. It can read deployment and administrator metadata, list and restore backups, and issue administrator setup links. Access has no automatic time limit. Restore and setup-link operations record audit entries; support reads are not all audited.

The switch blocks that API. Hosting, database and separately granted remote access are managed independently. See compliance answers for the controls and audit coverage for current limits.

Restores

Backups are taken for you and tested. To request a restore, email [email protected] and tell us:

Which deployment, if you have more than one.
The point in time you want to go back to.
Whether you want the whole database or a specific extraction. Restoring everything to yesterday discards today. Often the answer is one table, or one record, pulled out of a backup and put back.

We will confirm what will be lost before doing anything. A restore is one of the few operations where the confirmation matters more than the speed.

For self-hosted deployments, restores are yours. See backups and restore.

Getting your data out

You do not need to ask. Admin, Backups exports a portable per-tenant copy at any time. It is a normal feature.

The export contains every record for your tenant. Connector credentials are included but encrypted, so an export restored elsewhere needs the matching SECRETS_MASTER_KEY. If you are leaving for a self-hosted install we hand that over as part of the move.

Moving between hosting models

Both directions are supported and follow the same shape: an export, a provision, an import, a DNS change.

Managed to self-hosted:

You provision a server and install Plugboard. See install it yourself.
We export your deployment and hand over the export plus SECRETS_MASTER_KEY.
You import, start, and confirm you can sign in and that connectors still test successfully. That last check is what proves the secrets decrypted.
Add the new SSO redirect URI at your identity provider before cutover, keeping both registered during the change.
DNS moves. We keep the old hostname resolving for a while so links already sent keep working.
Your licence continues. Self-hosting is priced 15% below managed hosting; see plans.

Self-hosted to managed: the same in reverse, and easier, because we provision the target.

Between regions: the same again, within managed hosting. Tell us early. The DNS and identity provider changes have lead times that dwarf the data movement.

Remember the identity provider in every direction. Redirect URIs are absolute, and a cutover that changes the hostname without changing them locks everyone out of SSO.

If we go away

Self-hosted deployments keep running. The licence check is local and offline, so there is no phone-home that can fail closed.

Managed customers can export at any time without our involvement.

Incidents

Severity levels, what happens in the first fifteen minutes, and when customers and regulators are told are covered in incidents.

We tell you about anything affecting your deployment, with what we know at the time, and on more than one channel besides the status page.