SmarterMail Email Backup & Retention Policy
Prepared by: Craig Edmonds of JUCRA Digital SL.
Last Updated: 12th March 2026
Table of Contents
- Purpose of This Policy
- Platform Covered
- Data Storage Location (GDPR Compliance)
- Mailbox Storage
- Backup Architecture
- Hot Storage Backups (Days 1 to 7)
- Long-Term Backup Storage (Days 8 to 90)
- Restore Options
- Restore Timeframes
- Restore Fees
- Email Archiving Services
- Important Notes
- Summary
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, and
- 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 (GDPR Compliance)
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.
Our backup workflow currently operates as follows:
- Daily snapshots are taken of each mailbox account
- These nightly backups are sent to a separate Hetzner storage box
- Backups are retained in hot storage for 7 days
- Copies are then transferred to Amazon S3
- Those backups are then retained in Amazon cold storage for longer-term recovery purposes
6. Hot Storage Backups (Days 1 to 7)
After each daily mailbox snapshot is created, it is stored in a separate Hetzner hot storage environment.
These backups are retained for 7 days and are intended for rapid recovery scenarios.
Because these backups are kept in hot storage, restore access is normally available very quickly.
7. Long-Term Backup Storage (Days 8 to 90)
After the hot storage retention period, backup copies are transferred to Amazon S3 and then to Amazon cold storage for longer-term retention.
This gives customers a total backup retention period of up to 90 days.
Retention summary:
- Days 1 to 7: Hetzner hot storage
- Days 8 to 90: Amazon S3 and Amazon cold storage
8. Restore Options
JUCRA is able to perform restores from dated SmarterMail backups in different ways depending on the customer requirement.
Restore options may include:
- restoring a full mailbox account,
- restoring a mailbox from a specific backup date,
- restoring selected mailbox content, or
- restoring accounts individually on a one-by-one basis.
The exact restore method used will depend on the age of the backup and the nature of the request.
9. Restore Timeframes
Restore time depends on where the backup is stored at the time the request is made.
9.1 Hot Storage Restores
For backups still retained in Hetzner hot storage, we normally have instant or near-instant access and can usually begin restoration almost straight away.
9.2 Long-Term Storage Restores
For older backups already moved into Amazon cold storage, retrieval is slower and may require up to 12 hours before the restore can be prepared and processed.
10. 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.
11. 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 separate service policy.
12. Important Notes
- Backups are intended as a recovery safeguard, not as a substitute for customer-side record keeping where legally required
- 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
13. Summary
JUCRA provides daily backup protection for customer mailboxes hosted on SmarterMail.
Mailbox snapshots are retained in Hetzner hot storage for 7 days, then moved into Amazon S3 and Amazon cold storage for a total retention period of up to 90 days.
Hot storage restores are usually available almost immediately, while older backup restores may take up to 12 hours to retrieve. Restore work is available on request and is subject to a small nominal fee.
