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 issues. 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.
If you need details about our internal disaster recovery processes (for example, how often disaster recovery tests are performed, or whether failover is automated and how frequently it is tested), these specifics are not published in the public Trust Center documentation. To obtain environment-specific information for your runbooks or DR documentation, contact your Customer Success Manager (CSM), Account Manager, or xMatters Customer Support. They can determine what internal details can be shared with you.
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 processes. 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 xMatters Customer Support. They can provide you with expert advice and guidance when designing your integrations and data sync processes to help avoid any synchronization errors or issues.
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