Thanks for your patience and apologies we haven’t replied sooner.
We take backups daily, but we can’t give a specific time frame for when any individual account would start, as it may fluctuate depending on several factors. When we perform the backup your system will go into maintenance mode, allowing us to check your version and perform any necessary updates, then take a full backup of the instance. In most cases, the maintenance mode will only last less than five minutes, but can run longer for particularly large or complex installations. One thing to note, one of the TestRail Enterprise features currently is the ability to specify a daily window for when your backup is generated, allowing you to control when the backups are taken to prevent maintenance windows during your work hours and know what content daily would be included in the backup we generate.
In terms of time, we do our best to address all support requests within 24 hours, and restore requests are given priority, resulting in the restore occurring as quickly as possible. It should be noted that performing a restore includes all content in the database, so any data that was added after the last backup will be lost upon completion of the restore. For this reason, we do our best to get restores done as quickly as possible to make sure your team is back up and running with all due haste. There is no added cost for having us perform a restore for you.
Hope that addresses your questions. If there is anything else you’d like to know I’d recommend reaching out to the support team at firstname.lastname@example.org and we’ll be happy to help further.