SAP Knowledge Base Article - Public

2218169 - Data Backup Procedures and Restore Process - SuccessFactors Cloud


  • Data Backup Procedures and Restore recovery
  • What is Backup/Restore Recovery
  • Are costs involved to recover data?
  • Data Backup Procedures
  • How to Request a Restore

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.


  • SAP SuccessFactors HXM Suite


Where are the data center location?

See Data Center tab in the Trust Center. You can access it here: Trust Centre

Why Request a Backup?

  • It is strongly recommended to request a backup prior to major configuration changes or activity (KBA 2568976).
  • Remember to take Manual backups prior to making any imports or deletions that have the possibility of overwriting or deleting existing data.

Data Protection

  • The SuccessFactors application is continually being backed up, primarily for data protection.
  • Data is protected this way for both loss and corruption.
  • The product is fully backed up to a point in time for both Production Data Centers and Preview Data Centers.

Data Backup Procedures

  • In the event a full restore of data is needed to a point in time, clients typically turn the system off to end users until the restore has been completed.
  • SuccessFactors keeps up to 30 days worth of backups of customer data.
  • The Product is a full database backup on a weekly basis and incremental backups are taken daily.
  • The goal is to have the ability to restore data at any point in time within the 30 day window.
  • Every effort is made to fulfill requests to recover customer data due to customer or application error.
  • Prior to requesting a restore from Operations, Customer Product Support will first evaluate all options to recover the data using other means (i.e. re-importing data or extracting data from the customer's test instance).
  • Each restore request is evaluated on a case by case requests by Operations Management.

Note: The restore process is an entire instance restore! There is no ability for us to restore specific pieces of data into a live instance systematically. Clients should be aware once an entire copy of an instance is restored to a second instance they will be responsible for extracting the data needed and for copying said data back into production.

Important: Learning Management (LMS) and BizX require seperate restore requests to the dedicated module teams (KBA for LMS 2535588 and KBA for BizX 2568976).


  • There are no costs required to request for an instance restore.
  • Each restore request is evaluated on a case by case basis by Operations Management and SuccessFactors Product Support.

Turnaround Time

  • It typically takes 5-10 business days to perform a restore of a company instance.
  • More complex or very large instances can take longer.
  • Business Impact will be taken into account.

How to Request a Restore

  1. Determine if the data was lost within 30 days.
  2. Make sure the data is not recoverable using other means.
  • Do you have original copies of import files? (such as listed in the first section of this article)
  • Does your test instance possibly have the data? (possible if you had cloned/refresh your production data into test for example)
  • Can you simply reimport new data by:
    • Re-creating same data and manually uploading it to the system
    • Importing again from third part systems

Note: In such situations, remember to always evaluate other alternatives on top of Restore Process, you can recover your data faster.

  1. Evalute if you want to restore the data in the same target tenant or in a new target tenant:
  • If you choose the same target, our team will restore the data in the same company ID affected;
  • If you choose the new target tenant, you need to provide one of your other tenants (i.e. a test or development environment), so our team can import the data from the source. Note that it will overcome all the existing data in this target tenant. 

    4. Contact Cloud Product Support and submit a Support case using component LOD-SF-PLT-BKP. All information provided will be used when opening an internal ticket with the Operations Team.

Be sure to provide ALL of the following information:

    • Detailed Business Impact
    • Source Company Instance
    • Target company instance (if we should restore in the same or in a different tenant)
    • Restore Date and Time (snapshot of the data and configuration that need to be restored)
    • Data Center
    • Customer manager approval

 Restore Process

  1. 1. We will identify the database that needs to be restored (based on data center location of the company instance)
  2. 2. Identify the Date and Time that it needs to be restored to. It is very important that we go back in time far enough to ensure the data we restore will contain the information needed.
    3. Determine the size of the database and amount of space needed for the restore.
    4. Work with the storage team to provision the storage for the restore.
    5. When the storage is available, restore the whole database to a separate temporary instance, if so requested.
  3. 6. (The client is responsible for this step!) Extract the data from the instance and import it into the production instance. The data may be recovered using the Export Functionalities available in the instance (KBA 2087990) and be imported back to the restored instance/environment after the restore process is completed. Note: This step is only done for data added after the restore point which the customer wishes to keep in the instance.

See Also

  • KBA 2568976 - Instance Database Dump or Backup Request
  • KBA 2535588 - Learning Management System - Data Backup Procedures and Restore Process
  • KBA 2087990 - What Are the Options to Export or Extract all Our Data and Forms from the SuccessFactors Application?
  • KBA 2482450 - SuccessFactors Disaster Recovery report


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SAP SuccessFactors HCM suite all versions ; SAP SuccessFactors Learning all versions


BizX Manual Refresh Form_2011_Updated.docx