This policy explains how JUCRA protects, stores, retains, and restores customer email data hosted on our SmarterMail platform.
SmarterMail Email Backup & Retention Policy
Prepared by: Craig Edmonds of JUCRA Digital SL
Last Updated: 12th March 2026
This policy provides clarity on where customer email data is stored, how backups are handled, how long backups are retained, how restore requests work, and what is included within the standard email service.
Important: Backups are intended as a recovery safeguard. They are not the same as email archiving and should not be treated as a substitute for legal or compliance-based record keeping.
Table of Contents
1. Purpose of This Policy
This policy explains how JUCRA protects, stores, retains, and restores customer email data hosted on our SmarterMail platform.
It is designed to provide clarity on:
- Where customer email data is stored
- How backups are handled
- How long backups are retained
- How restore requests work
- What is and is not included within the standard email service
2. Platform Covered
This backup and retention policy applies to customer email accounts hosted by JUCRA using the SmarterMail email platform.
SmarterMail is the core mail server platform used to provide mailbox hosting, email access, and associated backup protection for customer accounts.
3. Data Storage Location
All primary customer email data hosted on our SmarterMail platform is stored within the European Union.
This EU-based hosting model is intended to support GDPR-aligned data handling and provide customers with confidence that mailbox data is hosted within the European region.
4. Mailbox Storage
JUCRA provides large SmarterMail mailbox allocations of up to 100GB per mailbox, depending on the customer plan and service level.
This includes email messages, folder structure, and attachments stored within the mailbox.
5. Backup Architecture
To protect customer mailbox data against accidental deletion, corruption, or system failure, JUCRA operates a multi-stage backup process for SmarterMail accounts.
Daily Snapshots
Daily snapshots are taken of each mailbox account.
Hot Storage
Nightly backups are sent to a separate Hetzner storage environment and retained for 7 days.
Cold Storage
Older backup copies are transferred to Amazon S3 and Amazon cold storage for longer-term recovery.
6. Backup Retention Summary
Days 1 to 7
Storage: Hetzner hot storage
Purpose: Rapid recovery
Backups in this period are normally available very quickly for restore preparation.
Days 8 to 90
Storage: Amazon S3 / Amazon cold storage
Purpose: Longer-term recovery
Older backups may require retrieval before restore work can begin.
Total retention: Up to 90 days.
7. Restore Options
JUCRA may be able to perform restores from dated SmarterMail backups in different ways depending on the customer requirement.
- Restoring a full mailbox account
- Restoring a mailbox from a specific backup date
- Restoring selected mailbox content
- Restoring accounts individually on a one-by-one basis
The exact restore method used will depend on the age of the backup, the size of the mailbox, and the nature of the request.
8. Restore Timeframes
Hot Storage Restores
For backups still retained in Hetzner hot storage, we normally have instant or near-instant access.
Restoration can usually begin almost straight away.
Long-Term Storage Restores
For older backups already moved into Amazon cold storage, retrieval is slower.
Retrieval may require up to 12 hours before the restore can be prepared and processed.
9. Restore Fees
Mailbox restore work is not provided free of charge.
Because restores require manual handling, technical time, and storage retrieval operations, JUCRA charges a small nominal fee for backup restore requests.
The final fee may vary depending on the size of the mailbox, the age of the backup, and the complexity of the restore required.
10. Email Archiving Services
Some customers require email retention for legal, regulatory, contractual, or compliance reasons.
Where this applies, JUCRA may provide email archiving services separately from the standard SmarterMail backup system.
Email archiving is a distinct service from backup and may be covered under a separate knowledge base article or service policy.
11. Important Notes
- Backups are intended as a recovery safeguard, not a substitute for legally required record keeping
- Backup retention is limited to the periods stated in this policy
- Restore requests must be made through JUCRA support
- Restore times are estimates and can vary depending on storage tier and workload
- Archiving and backup are not the same service
12. Summary
Backup Frequency
Daily mailbox snapshots are taken for SmarterMail-hosted customer mailboxes.
Retention Period
Backups are retained for up to 90 days across hot and cold storage.
Restore Availability
Restore work is available on request and is subject to a small nominal fee.