Overview

You can request a full backup or data dump of your instance, which contains all your information within it, such as existing conversations and their attachments and notes, information of all users registered in your system (email address, profile information, etc), knowledge base articles from the Help Center along with files attached to them, etc.

Please note that you can request only an Up-to-Date backup; it is not possible to provide a backup that is 1 week/month/year old.

Preparing, validating, and securely delivering a data export requires dedicated team time and infrastructure, so we charge a service fee to cover that work. After you raise a ticket with Kayako Support, we will confirm the details of your request and send over a quote.

Diagnosis

If for some reason you no longer want to use Kayako as your help desk software or customer service platform and you want to get a full backup or data dump of your Kayako instance, this can be done. This also applies if you are a former (churned) customer requesting a data dump of a previous instance.

Please note, though, that we can only generate the backup file in a MySQL dump file format. Requests to retrieve the backup in CSV format are not possible. However, you may use third-party converters to convert the file format from MySQL to CSV. Keep in mind that we do not assist in converting the file from MySQL to CSV. You may search the internet for popular software to help you achieve this objective.

Prerequisites

Please ensure that your request comes from an account that can be validated against your billing information. For information, see Checking or Updating Your Billing Information, Price Plan, or Payment Method. If the requester is not a recognized billing contact, then please provide:

• Billing email address and mailing address registered in the account.

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Solution

Get in touch using the "Contact Us" form and be ready to provide:

1. Provide the details of your request:
   • The name of the instance you are requesting backup for (e.g., sniper.kayako.com).
     Note: Please provide the main URL for your instance (the original default brand). Backups are provided for full instances, which will contain data from all associated Brands.
   • Indicate if you want a database only, attachments only, or a database with attachments data dump. In the absence of this information, you will be provided a database-only dump.
   • Indicate the expiry of the data dump link. The dump links to download the backup file typically expire within 24 hours to 7 days. Please let us know how long you would like to keep the links active by specifying the number of days (1 to 7) for link expiration in your request. We are doing this for security reasons. If you don't specify an expiration, we will set it to 7 days, so you have enough time to download the files before it expires.
2. If the requester is not a recognized billing contact, then please provide:
   • Billing email address and mailing address registered in the account.

After Support reviews your request, you will be informed that a service fee applies, and you should then expect a quote from Sales for signature and payment. Once payment is complete, Sales will create a separate ticket to process your data dump and share the download details.

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Conclusion

Once payment is complete and your data dump has been processed, you will receive the download links and credentials for the backup files via the ticket created by Sales for fulfillment to your registered email address.

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