Data Recovery and How to Request a Restore

This document covers the process to follow when requesting a restore of data, depending on the scenario:

1. When a catastrophic failure affects multiple regions or core platform services and requires a full-system recovery.
2. When iconik needs to restore the system to its latest state after a failure.
3. When data was deleted or modified by mistake.

Because iconik already provides dedicated documentation on how the platform backs up your data, this page focuses only on the actions you should take and how our team will assist you in each recovery scenario.

Restoring after a catastrophic failure 

In the unlikely event that you suspect a catastrophic failure and it is not reflected in our status page yet, contact us at support@iconik.io immediately with a summary of what you are experiencing. Symptoms may include platform‑wide unavailability and/or inability to access one or multiple core services.

For these types of failures, iconik will initiate a full restoration following the Disaster Recovery Plan.

Restoring the system to the latest state after a non-catastrophic failure

If a system‑side non-catastrophic failure affects metadata, search functionality, or the availability of media stored in iconik‑managed buckets, iconik Support will guide you through restoring your environment to the most recent valid state. These cases typically involve localized service disruption rather than widespread platform impact.

1. Begin by gathering any observable symptoms, such as missing search results, unexpected metadata behavior, or inaccessible files stored in iconik‑managed buckets.
2. Submit a support request to support@iconik.io describing what you are seeing and when the issue started.
3. After receiving your request, iconik will confirm whether the issue is platform‑side and will begin the restoration process.

We will assess the scope of the failure and apply the appropriate steps. Once restoration is complete, we will ask you to review your environment to confirm that everything is functioning normally and that your content is accessible.

Restoring data deleted or modified by mistake

If data was deleted unintentionally, whether through accidental deletion, an incorrect bulk metadata update, or an unexpected action, iconik can help restore the missing data as long as they fall within the 30‑day backup retention period.

1. To start, identify exactly what was lost. Useful details include asset IDs, file names, storage IDs and any context that helps explain how the deletion occurred. 
   • Note that deleted assets, collections, formats and files are first sent to the Recycle Bin, where you will be able to manually restore them. However, if the objects were already purged, proceed to the next step.
2. Submit a support request to support@iconik.io with this information and the timestamp you would need to go back to. Here, iconik will verify that the request comes from an authorized administrator and will confirm the exact scope of what should be restored before beginning any recovery.

In the case of media, including originals, proxies and keyframes, note that our backup scheme does not include customer-owned buckets. Customers are expected to backup these buckets themselves. This also does not include iconik-managed regional buckets, as these are not backed up. For this reason, if you use your own cloud storage, we strongly recommend that you look into backup strategies for media. 

After the restoration is complete, we will ask you to review the restored data. Support will work with you until all restored items are correct.

Note: This type of restoration may incur additional costs due to the work and resources required.