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Backup Terms
How backups and restores work
These terms explain what is backed up and how often, how long copies are kept, how to request a restore, and what remains your responsibility.
Last revised: 15 August 2026We want to make sure you have all the information you need. While we provide translations of our legal agreements and policies for your ease, please keep in mind that the English version is the official and most accurate one. Translations are just here to help you read and understand better, but they don’t have any legal weight. If there’s ever a misunderstanding, the English version will be the one that counts.
Introduction
These Backup Terms govern the backup and restoration services provided by Pladinum Group SL (“Pladinum”, “we”, “us”, “our”).
They supplement the General Terms and Conditions and the Service Level Agreement, and prevail over them in respect of backup and restoration.
1. What Is Included
1.1 Where a plan includes backups, account data is backed up daily and stored off-site, across three regions, on infrastructure separate from the servers hosting the account.
1.2 Backups are encrypted in transit and at rest.
1.3 Backups are held on redundant storage.
2. Retention
2.1 Standard daily backups are retained for a minimum of seven (7) days, subject to successful completion of the backup job.
2.2 Extended retention is available through the extended disaster recovery service, on the terms of that product.
2.3 Retention periods are per plan and are stated in the plan specification.
3. Restoration
3.1 Restoration is requested through the customer portal or by support ticket.
3.2 Restoration is initiated within four (4) hours during business hours and within eight (8) hours outside business hours.
3.3 The time a restoration takes to complete depends on the volume of data and the complexity of the environment, and is not covered by the initiation targets in Section 3.2.
3.4 Restoration overwrites the current state of the account or of the selected items. It is the Customer’s responsibility to confirm which restore point is required before a restoration is initiated. A restoration cannot be undone.
4. Limits
4.1 Backups reduce but do not eliminate the risk of data loss. Pladinum does not guarantee that all data can be recovered in all circumstances.
4.2 A backup captures the state of the account at the time the job ran. Data created or changed after that point is not included.
4.3 Where a backup job fails, the affected restore point will not exist. Where this occurs, the next successful backup becomes the earliest available restore point.
4.4 Backups may not capture data held outside the hosting account, including data held in external services, third-party APIs, or content delivery caches.
4.5 Where an account has been compromised, backups taken after the compromise will contain the compromise. Restoring from such a backup will restore it.
5. Customer Responsibility
5.1 The Customer remains responsible for maintaining independent backups of business-critical data. The backup service provided by Pladinum does not replace that responsibility.
5.2 This applies regardless of the plan held and is stated in Article 11.3 of the General Terms and Conditions.
5.3 The Customer should periodically verify that a restoration produces the expected result. Pladinum will assist with a test restoration on request.
6. Suspension and Termination
6.1 Where an account is suspended, backups may cease. Where an account is terminated, backups are deleted in accordance with Article 5.6 of the General Terms and Conditions.
6.2 The Customer should export any required data before termination takes effect. Pladinum is not obliged to provide access to backups after termination.
6.3 Where an account is terminated following a chargeback or a breach of the Acceptable Use Policy, backups may be deleted immediately and without a retention window.
7. Excluded Content
7.1 Pladinum may exclude from backup any content that is unlawful, that breaches the Acceptable Use Policy, or that is so large or volatile that including it would degrade the backup service for other customers. Where an exclusion is applied, the Customer will be informed.
8. Liability
8.1 Pladinum is not liable for data loss where the Customer has failed to maintain independent backups, as stated in Article 11.2 of the General Terms and Conditions.
8.2 Liability in respect of backup and restoration is limited in accordance with Article 13 of the General Terms and Conditions.
8.3 Nothing in this Section excludes or limits liability that cannot lawfully be excluded or limited.
9. Contact
Pladinum Group SL
Avenida de Manolete 3a
29660 Marbella, Malaga (ES)
Support: support@pladinum.com
Customer Portal: my.pladinum.com
Website: www.pladinum.com