Q: What are our options for exporting our database?
Options include one-time or recurring backups of your SQL database exported in SQL format for collection from WorkDocs or AWS S3 bucket, respectively. These are paid offerings that can be acquired by engaging your Account Management team at accountmanagement@socialsolutions.com
Full backups of your database are sent on Fridays and at the end of the month to an AWS S3 bucket.
You may then download all your data with provisioned access to the AWS S3 bucket, restore your database onto your own servers, then query it using SQL. We also provide differentials, or delta files, that contain the changes made in your database since the last full backup daily
For clients with data warehouses, leveraging automated jobs that push both these full and differential backups into your data warehouses ensures a streamlined and resource-efficient process for maintaining up-to-date information.
Q: How long will it take to prepare a backup?
About 2 weeks.
Q: What file type will the backup be?
The file is provided in a ".BAK" file format. Our team compresses and password-protects the file in a 7zip format. 7zip is open source and is available as a free download, which you will need to use to extract the files. Most PCs will be x64 (64 bit Windows) or x86 (32 bit Windows).
Q: Can we receive the backup in a non-SQL format?
If you have purchased a one-time or recurring SQL backup, no. It is only in SQL format.
The Professional Services team can pull a .CSV file from reports, but it would need to be re-scoped through your Account Manager.
Q: Can we pick the time that the backup is run?
No, this cannot be requested.
Q: How do I access the file(s)?
One-time backups are accessed through Amazon WorkDocs.
For recurring backups, we recommend using CyberDuck, a free and open-source FTP/SFTP solution for accessing your files. This has been tested and verified to ensure it will work for accessing your files.
Note: ETO Support is unable to access your files directly for you. We recommend performing any initial testing with CyberDuck prior to using your organization's own FTP/SFTP software. This will help us troubleshoot where access issues may lie.
Q: CyberDuck is requesting a registration key. What do I do?
Some approaches to downloading CyberDuck (such as through the Windows Store or Mac App Store) come with a registration key that disables a donation prompt. While you may choose to purchase a registration key to support the development of CyberDuck, the registration key is not required to use the software for transfer files.
If you are unable to bypass this registration key to find your backups, please try the following steps:
In CyberDuck, navigate to the Menu options > Bookmark > History > Find AmazonS3.
Q: Do I need a MySQL/Microsoft SQL License to access my data?
ETO databases and database backups require the installation of Microsoft SQL Server. The version of SQL Server you need will depend on the size of your ETO database. For databases under 10gb in size, SQL Server Express will suffice. For larger databases, your organization may need to purchase a license from Microsoft. For more information about SQL Server versions, please see this link.
Note: Microsoft license pricing is subject to change.
Q: May I have a mapping document or data dictionary?
You can request a Data Dictionary/ERD through your Account Manager or the Professional Services team member. To gain access to the file, you will need to sign an NDA.
After you have received and reviewed the Data Dictionary/ERD, please forward your questions to the ETO Support Team via email at eto@bonterratech.com.
Note: ETO Support is unable to provide support for accessing your SQL export, nor can we provide comprehensive answers about tables/structure. However, we will do our best to answer questions about specific data points you may find in the file.
Q: The password provided with the backup was not needed to access the data. What is it for?
The password provided is only needed to unzip the files. It is not needed to access SQL Server, as you will need to set up your own password for that.
Q: I lost the password provided via PrivNote/SafeNote. Can you resend it?
Yes, we can get this password from our CloudOps team for you.
Q: Where are my attachments?
Attachments are not available for recurring backups. However, attachments can be included with one-time backups with an additional purchase.
Q: If I purchase attachments, what will the file format and naming convention be?
We will export the files, zip them in a password file, and upload them to AWS WorkDocs. We will give the primary contact access to WorkDocs to download the zipped file, which will contain one folder with all the attachments inside it.
The format of the attachments is the same as the original file. We include the AttachmentID, ClientGUID, Participant full name, TouchPointID, FormResponseID, etc. in the original file name.
Q: Can you help me extract my data from the SQL file?
A Professional Services team member can help with accessing the file from our AWS. However, they cannot assist with downloading or using Microsoft SQL Server or any other tools used to extract data from the received SQL file.
Q: I'm unable to download the .zip file on my Mac. What do I do?
You may need to download another app to access zipped files on a Mac. On MacOS, we recommend using The Unarchiver, a free file archiving tool.
Q: How long do you keep database backups for?
We store database backups for 13 months after it is created.