This article explains how to submit an offsite prune request when you need to remove data from the Datto Cloud.
Before you submit a prune request, be aware that you can remove offsite data from the device's web interface. See the article Removing Local and Cloud Data for instructions on how to do this.
Also, take steps to solve the root cause of your offsite storage issue by adjusting your retention settings. See the article Remote Web - Force Retention for details. See the article Understanding the Retention Process to learn how the retention settings work.
2.1. Billing Policy
Before submitting a prune request to tech support, verify what billing policy the device is on. To find this information, go to the Partner Portal. Click the Devices menu, and choose Status. Then, navigate to the device, and click on it. You will see the Device Spotlight in the left panel. Click on the Billing tab as shown in Figure 1.
Figure 1 - Determine Billing Policy
Once you have determined the billing policy, go to the Cloud Billing Policies page to get detailed information on how retention works for that plan and the true amount of data you are billed for.
2.2. Offsite Audit
The Offsite Audit Report is a detailed report that shows how your data is stored in the Cloud. It can give you some good ideas of which data you would like to remove. See the article Offsite Audit Report for more details on how to view and use this report.
There are two methods to submit a prune request:
Benefits when using the E-Form include:
- Support ticket is automatically created.
- Needed information is placed in an organized manner, which can prevent confusion.
Benefits when using the PDF form include:
- Can be attached to an existing ticket.
- Ability to create multiple forms if needed. (Multiple devices)
- Can be downloaded/stored locally for easy access.
When completing the E-Form prune request, you can find the Server Number within your Partner Portal by hovering over the Offsite value on the ribbon for your device. See Figure 2 below.
Figure 2 - Server Number to use with prune request
1. Once a request has been completed and the data has been removed from an offsite server, it cannot be recovered. Before you submit the request, be absolutely certain that you do not need the data.
2. Please re-read the request before submitting it to be sure the request is as clear as possible. If our Cloud Support department does not completely understand your request, they may have to send it back to you, delaying the process.
Here are some tips:
- If specifying the hostname of a protected machine, also include the IP address.
- If requesting a prune of an oldchain dataset, always try to include the epoch time of the chain, in case there are multiple datasets. (ex. "-OLDCHAIN-1441652484-rsync4")
3. If submitting a prune for a range of points that can be handled by modifying the retention policy, be aware the request is likely to be denied.