Policies

Customer Support

Support Options

Support Response and Hours

At Arborgold, we prioritize your satisfaction and aim to provide prompt assistance for any questions or concerns you may have. Arborgold provides live chat support accessible directly within your application or you can reach our support team by phone (1-800-933-1955) during our hours of operation, which are posted directly inside the application. Our team is committed to address and resolve issues as quickly as possible upon receipt. However, during periods of high call or chat volume, there may be instances of overflow. In such cases, users are encouraged to leave a voicemail or email [email protected] containing their company name and a brief description of the problem. We strive to respond to these messages within one business day, but it may take longer. Any messages received after hours on business days or over the weekend will receive a response on the following business day if possible and will be prioritized based on the severity of the issue. 

Arborgold also offers a comprehensive knowledge base within informative articles, videos and guides. Our aim is to provide you with the knowledge and skills needed to maximize the value of our offerings effectively. 

Backup Policies

Introduction to Our Backup Commitments 

At Arborgold, we recognize the importance of safeguarding your data. This overview is designed to provide clarity on our approach to data backups, offering insight into the measures we take to protect your information. 

Our Backup Approach

Our commitment to data protection encompasses several key practices: 

  1. Routine Backups: We conduct regular backups. This includes:
    • Differential Backups: Conducted bi-hourly between 7:00 am and 7:00 pm, these backups capture only the changes made since the last backup, optimizing storage use. 
    • Full Backups: A full backup is performed daily at 1:00 am, securing a complete snapshot of data. 
  2. Backup Locations and Redundancy: To mitigate risks, backups are initially stored locally and then transferred to a secondary server. This dual-location storage strategy enhances data safety. 
  3. Extended Backup Solutions:
    • Weekly and Monthly Backups: Beyond daily routines, we perform full backups on a weekly and monthly basis for additional layers of data security. 
    • Long-Term Storage: Monthly backups are transferred to AWS S3, offering a robust solution for extended data preservation. 

Data Retention Duration

Daily backups are kept for approximately two weeks, weekly backups for four weeks, and monthly backups are available for a month on our servers, with a yearly retention on AWS S3. This structured retention policy is designed to balance between accessibility and efficient storage management.

Our Responsibility

Our DevOps team diligently oversees the backup processes. While we strive for utmost reliability, its important to recognize that no system can be infallible. This overview reflects our standard operational procedures aimed at providing dependable data backup services.