Manual Deletions
Topic
In rare cases, an agent or dataset cannot be removed by the partner normally. In these cases support can assist in enabling the partner to manage their data as intended. If there is an issue still preventing the removal, support may be able to process manual deletion requests.
Environment
- Datto BCDR
- Datto Endpoint Backup
- Datto Backup for Microsoft Azure
- Datto Endpoint Backup for PCs
- Datto Endpoint Backup with Disaster Recovery
Description
Support may assist with removing one of the following dependent on the product used and determined on a case by case basis by support if needed:
- Agent datasets
- Replicated data
- Recovery Clones
Datto takes any data removal very seriously and will only remove data on a partner's behalf if they are unable to remove the desired data themselves, troubleshooting has been exhausted, the removal is within the intent of the product features, and there is formal approval submitted from a verified partner (the specifics will be requested by the Support Engineer working the case).
Considerations
-
You can remove replicated snapshots from the Datto appliance's web interface. Adjusting your retention settings may also remove any undesired snapshot points; support may redirect your request towards retention modification if possible.
-
The Offsite Audit Report is a detailed report that shows how your data is stored in the Cloud. It can give you some good ideas of which data you would like to remove. See the article Offsite Audit Report for more details on how to view and use this report.
-
Once a request has been completed and the data has been removed, it cannot be recovered. Before you submit the request, be absolutely certain that you do not need the data.
-
Re-read the request before submitting it to be sure the request is as clear as possible. If our Support department does not completely understand your request, they may have to send it back, delaying the process.
-
If specifying the hostname of a protected machine, also include the IP address.
-
If requesting a prune of an oldchain dataset (offsite), always try to include the epoch time of the chain, in case there are multiple datasets. (ex. "-OLDCHAIN-1441652484-rsync4").
-
There may be a delay between when data is removed from the primary cloud server and when it is removed from secondary replication servers (or as a result of Cloud Deletion Defense). If you need cloud data in all potential locations to be removed as soon as possible, you will need to request a Certificate of Destruction.
Submitting a Manual Deletion Request
To submit a request, fill out the form located in the Partner Portal under Support > Support Request Forms > Offsite Prune/Local Data Deletion.
