Summary:
This article details how to make database requests. This includes requests to restore your tenant to a prior date/time, swap one database for another (ex: copy the production db to a sandbox db), or obtain a copy of your database.
Article Sections:
Method:
This process is carried out via Support ticket. A support agent will relay your request to our development team and act as an intermediary until the request is complete.
To expedite any request, gather the following information first-
- What environment the tenant is on (US Prod, EU Prod, Demo, etc.) This can be found at the front of your Solver URL. For example, the URL for a US production environment will be us.app.solverglobal.com
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The exact tenant name(s). This can be found right below your name at the top right of your Solver environment. It is imperative that this be exact, including any underscores. Solver_Production, for example.
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Written permission from the customer-level admin. This is not to be confused with tenant-level admins. Customer-level admins will be able to see the list of administrators on the Administrators tab.
Note: Partners cannot provide permission even if they are customer-level admins. The permission must come from an admin within the organization.
The admin can either make the request directly or be CC'd on the request and then reply with permission in the email thread.
Request a Restore
In the event of a major mistake (e.g. a large amount of budget data was overwritten or deleted in error), Solver is able to revert your data back to its pre-mistake state, up to 10 days in the past.
In addition to the information listed above (environment, tenant, admin), you will also need need the following:
- The date, time, and timezone to restore to. The backup being restored will return data to a time close to the time you are requesting.
- When the restore should take place. We recommend EOD unless the timing is urgent.
Once you have all the necessary information, you are ready to create the Support ticket. To expedite your request even further, we recommend formatting the Subject line as follows:
Environment - Tenant - Request
And we recommend formatting the Description as follows:
Environment:
Tenant:
Restore to:
When to restore:
Admin permission:
Request a Swap
If you need to replace one tenant's database with another tenant's database (copying a production environment to a sandbox environment, for example) Solver is able to do so from a backup copy, up to 10 days in the past.
In addition to the information listed above (environment, tenant, admin), you will also need need the following:
- Which tenant you want to copy from & copy to. Remember to use the exact tenant names, including any underscores.
- When the swap should take place. We recommend EOD unless the timing is urgent.
Once you have all the necessary information, you are ready to create the Support ticket. To expedite your request even further, we recommend formatting the Subject line as follows:
Environment - Tenant - Request
And we recommend formatting the Description as follows:
Environment:
Copy data from: to:
When to swap:
Admin permission:
Request a Copy
If you require a copy of your database, Solver can provide a backup from up to 10 days in the past. Note: These requests are subject to approval from our development team and may not be provided if the desired data can be obtained using normal product functionality.
Database copies are supplied via download link and are password encrypted.
In addition to the information listed above (environment, tenant, admin), you will also need need the following:
- The email you want the password sent to. For security, the link to the copy will be sent within the Support ticket, but the password to access it will be emailed directly to the address you indicate.
- The reason for the request. This information is essential as providing database copies comes with inherent security risks. If the reason is not sufficient, or the data can be obtained another way, your request may be denied.
Once you have all the necessary information, you are ready to create the Support ticket. To expedite your request even further, we recommend formatting the Subject line as follows:
Environment - Tenant - Request
And we recommend formatting the Description as follows:
Environment:
Tenant:
Admin permission:
Email password to:
Reason for request:
More Information
Please review the following articles for additional details about these types of requests (these will open in new tabs):
FAQ How-To: Submit a successful Support ticket.
ADMIN How-To: Create admin users
FAQ Info: Requesting Solver Cloud Backups
Properties:
Cloud