Questions to ask about backup before you trust a provider

Most businesses assume their data is backed up because someone said it was. Then a ransomware attack or server failure hits, and they call their provider to ask how long recovery will take—only to hear answers that don't match what they were promised or understand. By then, it's too late to ask the right questions.

The mistake is treating backup like a fire alarm: something you pay for and forget. You need to ask about it before you need it. The questions below are your interview script. Ask them plainly, listen to how the provider answers, and notice what they avoid.

What gets backed up and how often?

This sounds simple, but the gap between what you think is protected and what actually is forms the core of most backup disasters.

Ask: "What systems, databases and file stores are you backing up for us right now?" A vague answer—"everything" or "all your data"—is a red flag. A good provider will name specific servers, databases, email accounts, or applications. They'll tell you which ones and which ones aren't (and why).

Then ask: "How often?" Daily? Hourly? Real-time? The answer depends on your business, but the provider must be specific. "Regularly" is not an answer. "Every four hours" is.

Follow up: "What happens to data created between backups?" If your backup runs at 9 p.m. and a disaster hits at 8 a.m., you lose nothing. If it hits at 8:59 p.m., you lose a day's worth. A good provider will explain this trade-off and help you decide what frequency you need.

Testing, retention and the recovery claim

Backups only matter if they work. Too many providers back up data once and never test whether it restores.

Ask: "How often do you test these backups?" Listen for a concrete schedule: monthly, quarterly, annually. Ask for evidence—a test report or log. If they say they don't test, or test rarely, they don't actually know if your data is recoverable. That's not backup; that's hope.

Then ask: "How long do you keep backups?" This sets your recovery window. If your backup is seven days old and ransomware was active for two weeks, seven-day backups won't help. Providers typically offer multiple tiers:

• Daily backups kept for two weeks
• Weekly backups kept for a month
• Monthly backups kept for a year

Ask which applies to you and why. Ask if you can extend retention (usually for a cost), and whether older backups are stored offline or in a separate system that ransomware can't reach.

Finally, the critical question: "If I need to restore, how long will it take?" Don't accept "it depends." Ask them to explain the range for a typical scenario and a worst-case one. Ask what they'll prioritise first (email, databases, files?) and why. Ask whether you'll be without those systems during recovery. A provider who's thought this through will give you a realistic timeline and a clear sequence.

What happens to old backups, and where are they stored?

Ask: "Where are my backups physically located?" If they're stored in the same building as your main servers and fire burns it down, you've lost everything. Offsite or cloud storage matters. Ask whether backups are encrypted and whether they're held in South Africa or overseas. This affects both speed and regulatory obligations—ask whether storing offshore affects your compliance with anything you're governed by.

Ask: "Can I see my backups or restore them myself?" Some providers hold backups and won't let you access them directly. Others give you a portal so you can trigger your own restores. Knowing your level of control helps you understand who's responsible when things go wrong.

The conversation ender

End with: "Can you walk me through a restoration from start to finish, using one of my systems as the example?" A provider who can do this without squirming is one who's done it before and knows the process. One who becomes vague or defensive is telling you something important: they haven't tested this enough.

When you find a provider whose answers are clear, specific and backed by genuine testing, you'll know they take backup seriously. Strove's verified IT support providers are used to these questions and happy to answer them in detail.