This article explains how to submit an offsite prune request to remove data from the Datto Cloud using the Partner Portal.
- Datto Partner Portal
- Datto Cloud
A prune request allows you to have Datto Technical and Cloud Support remove offsite data stored in the Datto Cloud, such as replicated snapshots from a Datto appliance, or an old chain of snapshots not actively being used.
Prior to submitting your request, review the following prerequisites:
You can remove replicated snapshots from the Datto appliance's web interface. Adjusting your retention settings may also remove any undesired snapshot points; support may redirect your request towards retention modification if possible.
Your billing policy contains information on how offsite data is stored, and subsequently billed. To find this information, go to the Partner Portal. Click the Status dropdown, and choose BCDR Status. Navigate to your desired device, and click its name. You will see links to Info Cards on in the left panel. Click Billing Info as seen in Figure 1.
Detailed information on how retention works for that plan, alongside the true amount of data you are billed for is found on the Cloud Billing Policies page.
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 in the Offsite card within Device Status.
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. 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.
3. If specifying the hostname of a protected machine, also include the IP address.
4. 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")