Stop using the affected device
If you deleted files from a local drive, minimise anything that writes to that drive - saving files, downloading, installing updates - because new data can overwrite the deleted content. If the files are on a server or cloud system, tell us right away.
Check the recycle bin and versions first
- Check the Recycle Bin or Trash on the device.
- For cloud files, check version history - most services keep previous versions of changed or deleted files.
- If you use our managed backup service, the files are almost certainly in a recent backup.
Open a recovery ticket
Raise a ticket with:
- What was deleted and the folder or location.
- Approximately when it was deleted or overwritten.
- Which device or server it was on.
What we will do
We restore from the most recent clean backup or shadow copy - often within hours - and verify the data before handing it back. If the deletion was more complex (database, mailbox or media failure), our recovery team assesses the options and recovers what is recoverable.
How to prevent it next time
Backups protect against mistakes like this. If you do not have managed backups yet, ask us for a review - after an incident is the wrong time to discover the gap.
