Partner Portal: How to Remove Offsite Data (Prune Request)



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:

Snapshot Retention

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.

Cloud Recycle Bin

Datto's Cloud Recycle Bin system places a seven-day delay on a cloud dataset deletion once it gets removed from the UI. This recycled dataset is automatically deleted after seven days, but will not be removed as part of any prune request.  If you require any data in the recycle bin to be removed in less than the normal seven days, you will need to request a Certificate of Destruction.

Billing Policy

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.

Figure 1: Billing Info

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.

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.


You can submit a prune request by completing the Offsite Prune Request E-Form. Once you complete the form, a Technical Support prune request ticket will automatically generate on your behalf.

When completing the 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").

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