Managed Backup Support
Getting You Setup and Familiar with Managed Backup
Our Video Guide Playlist (Needs Video)
Not Sure Where to Start? Try Here.
Using new and unfamiliar services can be confusing. We get that.
To get you on your way with setting up your account and backing up your data, we have a created a playlist of video guides. If you watch and follow along with these you'll be well on your way to knowing our Managed Backup like the back of your hand. Use the YouTube controls to cycle through the videos in the playlist.
Below you'll also find more resources like written guides/documentation and FAQ's that you might also find useful.
Written Guides
Prefer a written guide that you can go through at your own pace? We've got you covered! Download our free PDF guides to our Managed Backup below.
Guide here
Guide here
Need More Support?
Need a little more support or help with something not covered on this page?
You can go to our HA Portal at https://my.hahosting.com/ and access the support section there.
This will let you raise a ticket in our Support System and is the best way for you to get the help you need, as fast as possible.
Managed Backup Services Support FAQs
How-to and troubleshooting answers for HA Hosting Managed Backup Services customers. If your question isn't here, raise a ticket from the HA Portal.
How do I check my backups are running successfully?
We monitor every Managed Backup job for you and follow up on any failure that needs your input. You don't need to log in to anything to know your backups are healthy, we'll contact you if something needs attention. If you want a regular report you can share with your auditor or board, raise a ticket via the HA Portal and we'll set up scheduled email reports showing job status, retention and protected data size. Reports can be daily, weekly or monthly.
How do I request a file or full server restore?
Raise a restore ticket via the HA Portal at my.hahosting.com. Include the server name, the file path or VM name, the date of the restore point you need, and where you want the data restored to. File-level restores are typically delivered inside one working hour. For full server restores, recovery time depends on data volume and link speed. For disaster scenarios where your primary site is offline, we can boot your latest restore point as a VM in our environment so the workload stays available while your own site is recovered. Restores are available 24/7, raise a priority ticket and call us out of hours if it's urgent.
How long do you keep my backups?
Default retention is 12 months. Custom retention is available if your compliance or business needs are different, for example longer archival for finance or HR records. Raise a ticket and we'll adjust your schedule and re-quote storage if the change takes you beyond your contracted allocation.
How do I add a new server or VM to my managed backup?
Raise a ticket via the HA Portal with the server hostname, IP, OS, role and approximate data size. Backups are guest-aware, meaning we use application-consistent backups for workloads like databases and mail servers, not just crash-consistent snapshots. We'll confirm the change, run a verification backup and add the new workload to the monitoring schedule. Storage and licence usage are reviewed at your next billing cycle.
I think a backup has failed, what should I do?
If we've already spotted it, you'll have an email from our team explaining what went wrong and what we're doing about it. If you've noticed something we haven't (a server you stopped seeing, a missed nightly report, a Veeam Agent error you've spotted on a server console), raise a ticket via the HA Portal with the server name and any error text. Most backup failures are network or credential issues at your end (firewall change, expired domain admin password, VM moved between hosts), so we'll work with you to identify the cause and re-run the job. Persistent failures get escalated to an engineer the same day.
View Managed Backup Product Page
Accreditations
