How to Request a File or Email Restore
If you have permanently deleted an email or file and cannot recover it yourself using the Deleted Items folder or OneDrive recycle bin, CMO IT Services can restore it from backup. Backups cover email, OneDrive, and SharePoint data. This article explains how to request a restore and what information we need.
Before You Submit a Request
Try these self-service options first:
- Deleted emails: Check your Deleted Items folder in Outlook. If it was emptied, check Recoverable Items by going to the Deleted Items folder and clicking Recover items recently removed from this folder at the top of the list.
- Deleted files: Check the OneDrive or SharePoint recycle bin. Deleted files remain there for up to 93 days. See our article I Accidentally Deleted a File from OneDrive or SharePoint for steps.
- Overwritten files: Use Version History to restore a previous version. See our article How to Restore a Previous Version of a File.
How to Submit a Restore Request
Submit a ticket with the following details:
- What was lost. Be as specific as possible: file name, folder path, email subject line, sender, or approximate date.
- When it was lost. The date it was deleted or the last time you know it existed. This helps us target the correct backup snapshot.
- Where it was stored. Outlook mailbox, OneDrive, or a SharePoint site. If you are not sure, describe where you normally accessed it.
What Happens Next
A technician will locate the item in our backup system and restore it. Depending on the type of data and how far back the restore goes, turnaround is typically within one business day. Restored emails will reappear in your mailbox. Restored files will be placed back in their original location or provided to you directly if the original location no longer exists.
Limitations
Backups have retention windows. Not all data can be recovered indefinitely. See our article What Is Backed Up and How Long Backups Are Retained for details on coverage and retention periods.
Need a restore? Submit a ticket with the details above and a CMO IT Services technician will assist you.
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