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Rollback delay unacceptable

Chris Costanzo

Unfortunately, when deleting a message I didn't notice that there was a check mark in the box of another message and I accidentally deleted both messages when all I wanted to do was delete one. So, last Thursday, October 27th at 2:36 P.M. PST I called tech support requesting a rollback to 2:35 P.M. It's now day 4 and the rollback has still not taken place! I realize I cannot input any data or send any messages until this rollback is completed and any new stats that took place since the rollback day and time will be eliminated. What can be done to have rollback's occur in a much more timely manner and what can be done to get my rollback to take place asap?

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Hi Chris - while this was handled via your support ticket, I wanted to recap the information here for the benefit of others. Our communication was certainly lacking in your case, and for that we apologize!

In ONTRAPORT we can often restore just an individual item like an email message, and you don't need to stop processing or working in your account. A full rollback, like the one that was communicated to you, is really a worst case scenario. We have greatly improved the "granularity" of the data in ONTRAPORT allowing us to pinpoint the specific item you need restored. 

We are updating our internal support information to reflect the improved process, and thank you for bringing this issue to our attention!

Frank Hagan
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We have also added the number of items checked to the delete dialog box to help alert people that multiple items are being deleted: 

Frank Hagan 0 votes
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