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Overview
Salesforce Backup & Restore Service offers customers peace of mind for preserving their data and business history.
How to Request Service
Contact your IT Director or Agency IT Portfolio Manager or submit a ticket in the Customer Service Portal below.
Customer Benefits
Automated Backups
Automated backups on a daily, weekly or monthly basis
Peace of Mind
Enables you the peace of mind to know your data is safe and secure
On-demand Recovery
On-demand recovery & restoration of lost or corrupted data
Service Description
Backup and restore services of Salesforce application data and metadata configuration
This service includes automated daily data backups and complete data recovery in cases of data loss, either accidental or nefarious. Up to ten years of record data can be archived in addition to saving the structural metadata that your Salesforce application is built on - making it safe and easy to restore lost or corrupted data. This includes on-demand restoration and recovery of lost data and metadata.
Related Services
Customers can mix and match Salesforce capabilities to meet business needs - capabilities are not individually priced. See service costs for more information. Salesforce Platform Services are required before any of the other services or platform capabilities can be utilized.
Customer Responsibilities
This service is limited to backing up data and metadata stored inside Salesforce.
As data retention and data archival policies vary by agency and industry, each customer must define their own data retention and data archival policy.
Service Notes
To minimize the impact associated with of data loss or data corruption, we will retain daily backups for up to 25 years and monthly backups for 99 years.
Service Owner
Service Levels
Priority 1 High and/or Service Outage: Goal is to resolve within four hours
Priority 2 Medium: Goal is to resolve within 24 hours, but no more than three business days
Priority 3 Low: Goal is to resolve within five business days, but no more than 10 business days
Service Support
How to Get Help
Call 303.239.HELP
Submit a ticket in the Customer Service Portal
Hours of Support
Monday-Friday, 8 a.m. to 5 p.m, excluding holidays
After hours service support may be required to meet communicated milestone dates or for technical guidance during the post go-live period.
24/7 Major Incident Management
Call 303.239.HELP
Access a live agent via Customer Service Portal Chatbot
Service Costs
Search the Real-time Billing rate sheet for the latest rates for financial code 2906-1 and 2906-2
View detail on current utilization here: OIT Common Policy Real-time Billing website
Rates for this CRM services include Personal Services for deployment which can come via Common Policy or via vendor services. OIT has a master contract with Salesforce for platform licensing at a significant price reduction.
Personal Services are individual resource hours charged via common policy for consultation, implementation, and education services. These services are charged back at the rate shown at the top of the page. A service engagement will utilize a mix of 2906-1 (Enterprise Salesforce Services (ESS) Technical Architect/Application Designer), and 2906-2 (Enterprise Salesforce Services (ESS) Developer/Administrator) to provide the desired customer outcome.
For an estimate of costs specific to your use case, please contact your ITD.
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