Hi,
Microsoft consistently performs backups of all the organization databases. That being said, those backups are strictly for restoring when there is a hardware failure or natural disaster that affects Microsoft, or if something happened while patching
or upgrading the servers and/or organizations.
Customers are required to create their own backups by using the Export to Excel method with CRM or a 3rd party tool to regularly copy out their data. That being said, if one of your users deletes one or more records, you will need to use your backups
to bring the record(s) back into CRM Online. Microsoft will not use their daily backups to restore your organization for an error on the part of one of your users. Reason being, they would need to restore the whole organization which could lead
to loss of data that had been entered into the organization or workflows that processed since the backup was taken.
If there is an issue with an organization on the server, Microsoft does work pretty fast to resolve it. But every issue is different. So their are no real time estimates that could be given. I have seen some issues take up to a couple hours
to resolve but I have also seen issues resolved within a few minutes of the customers finding there was a problem. Again, each issue is different but access issues get cleared up fast. If you do have issues, generate your ticket with Microsoft
as soon as you can so that someone can help out.
As for you last question, you could just have a boiler email template that you can copy and paste into an email.
Jason Peterson
