New data archiving proposal too restrictive? Can Citrix provide us with a copy of our support data before it's deleted?

We are also concerned about this as we refer back to old tickets all the time for assisting with new tickets.  What can we do to preserve the older information?

Hi Ciaran at Keyhouse and Sarah,

You can export all of the data before it is deleted by following the instructions in this article.

We were pretty much in shock when we saw this announcement. I completely understand archiving data after a certain amount of time, but automatically purging data is ridiculous. You cannot expect to be taken seriously if you can't even preserve OUR data. This is a paid service, not some free, add-supported product.

We manage accounting changes for 200+ companies so the documents within the change requests or ETLs need to be saved for however long their corporate requirements are. Some companies require up to seven years. It would be wonderful if we were able to create document management templates for each company and service.

Example: Company ABC requires document backups for ETL services from acquisitions for 7 years and mass updates services for one year. Their share folder on our domain is Share/ABC/ETL and SHARE/ABC/MU respectively.

If you were able to give us the ability to auto send a zipped audit report for specific services to a chosen location on our servers based upon company and service type at final release approval, we would be much better equipped to handle the many audit requests we get annually.

I think this is all very chickens**t. That being said, I would suggest you look at data retention as a potential revenue stream rather that an unrecoverable cost that must be arbitrarily capped.

You could offer paid data retention options for those who need it. Something like a free base amount (10 gb?) plus perhaps $10 per year per additional 10 GB blocks (or $100 per year per 100 GB blocks). With the data retention option, you should offer the user full control over their data, including ability to freely download and/or archive their own data. Give the user ownership and control over their data and the ability to maintain their own balance between data retention and cost.