xMatters can and does perform system-wide database restoration and rollback as part of disaster recovery efforts for any failures caused by software or infrastructure efforts. This is possible as part of a system-wide recovery mechanism and process for large-scale issues affecting the xMatters database.
When it comes to data specific to a single environment, however, there are a number of reasons why we can't restore individual instances, including compatibility with shared back-end and downstream services. The xMatters environment contains many micro-services that come together to make each customer instance; resetting a specific environment is not a straightforward or simple database backup/restore, and is not a service that we can offer.
So how can you safeguard against data loss?
First and foremost, carefully test all of your data sync processes in your non-production environment before attempting to synchronize your production environment. This also applies to any integration with a data sync component, such as our ServiceNow integration. As mentioned, we cannot offer a rollback of changes you make to your data.
Second, make sure you always retain a backup of your EPIC or user upload file. If you follow the best practices outlined here when creating these files, they can serve as a helpful aid in recovery if anything does go wrong.
Finally, consult with your xMatters Client Success Manager! They can put you in touch with the xMatters Consulting team for expert advice and guidance when designing your integrations and data sync processes to help avoid any synchronization errors or issues.