Knowledgebase

In some cases, we may be able to immediately restore your account from a backup if you need our technical support staff to do so. Typically this is used only as a last resort, and we recommend that you store your own account backups before deciding to make any significant changes to your website. If you have backups on hand, you can restore your website files at any time. Account restores should only be requested due to an immediate issue that needs to be addressed when you do not have an available backup of your own. To do so, please follow the step-by-step instructions found below:

1. Please submit a ticket by logging into your CHI account to contact our technical support staff. Confirm that you would like to apply the Emergency Restoration Fee to restore your account from our backup sources.

2. Please be advised that there we do not guarantee that Midphase will have a backup of your files. We can only do our best to review your account and the backups that are available at that time.

3. If you are looking to restore specific files, folders, or databases, include the names and locations required by replying to your ticket with this information.

4. If you need us to help restore your files, folders, or databases from a specific date (in the past few days), please include the specific date that you would like to restore from.

Restoration Fee:

We will need to process a $50.00 emergency restoration fee on your account before we can access an Emergency Backup. Once processed, we can allow you to immediately access any backups we have available using FTP.

Available Restoration Points

Our backup servers typically keep a revolving backup of your account over a short time. Any information beyond 48-72 hours is deleted automatically.

How you can access your backup:

Once your backup is made available, you can access it through your account in the .snapshot/ folder of your home directory using FTP. Accessibility is time-sensitive and will only be available for up to 24 hours. We will need to know if you need help restoring anything specifically.