Why do we need Data Retention?

Learn more about Data Retention Policy and its importance in the organisation.

Organisations need to mitigate risks and threats to their data security while complying with industry regulations and standards. Because of this, they need to have data retention policies in place.

Data retention policies define, among others, what types of data they need to keep or archive, where and how long will these be held, and what happens after the archival period passes. Data backup is one of the processes that help implement these policies.

maaiiconnect's Data Retention feature lets Staff administrators regularly create a backup of data stored within the service and securely move them outside of maaiiconnect (e.g., to their locally-hosted servers or other preferred backup sites).

Retention Flow

maaiiconnect Retention Flow


System Requirements

maaiiconnect has very minimal or lightweight system requirements for its data retention feature. You can immediately configure data retention as long as you have an SFTP server that is readily available and has enough storage to back up your data.

Recommended Setup:
Hardware: H/W or Virtual Machine (CPU Core 2; RAM 4GB; Storage 1TB +; OS Ubuntu)
Software: OpenSSH and SFTP Server
MongoDB version: v4.2

High Availability (HA) Setup:
You will need three (3) separated Hardware (H/W)
Two (master/slave): H/W or Virtual Machine (CPU Core 2; RAM 4GB; Storage 1TB +; OS Ubuntu)
One (arbiter): H/W or Virtual Machine (CPU Core 1; RAM 500MB; Storage 200G +; OS Ubuntu)

Virtual Machine Requirements

  • You will need a VM Platform:

    VMware ESXi version 6.0 or later
    KVM (CentOS 6.6, 6.7, or 6.8 as the KVM Hypervisor)

  • Virtual machine resource (H/W requirements mentioned above)

Network Requirements

  • Setup IPSec Tunnel
  • Setup SFTP Server
  • Setup the DNAT to SFTP Server for the upload service


Enabling Data Retention

To enable Data Retention:

  • From the navigation menu, go to Administration > Security > Retention.

  • On the Retention page, under the Settings tab, turn the toggle button under Retention Settings ON. A new set of configuration options will then appear.


This action will enable data archival. Message histories, multimedia files, voicemail files, call recording files, and call histories will be archived according to your defined retention period and schedule.

Enable Retention

  • Under General
    • Select the number of backup site(s) you would like to have for your retention portal instance.
    • Enter the maximum number of days will retain the data in your maaiiconnect service.
    • Select the hour of the day (in UTC time) you would like to back up the data for your Retention Schedule
    • Set the Archive Key that you will use to open/unzip the downloaded archive data. The key should have at least eight characters containing uppercase and lowercase letters, numbers, or symbols.

General Settings

  • Under Auto-Delete Retained Data
    • Toggle Auto-Delete Retained Data ON to enable auto-deletion of retained data from your maaiiconnect service when the data are successfully archived and pulled to your backup site(s).
    • Select the time when the auto-deletion should take place.

Auto-Delete Retained Data


Access Archived Data Online

The customer's archived data to the M800 SFTP server and is pulled to the customer Retention Proxy host (backup site) and synced to their Retention Portal database. The archived data will be available in the Retention Portal to access them online.

Retention portal login

To configure Retention Portal Administrator Login Credentials:

  • Under Retention Portal, set the administrator password of your maaiiconnect retention portal.

Retention Portal Settings


Access Archived Data Offline

The archived data has the following naming format:

  • service ID: refers to the unique maaiiconnect ID of your service
  • retention job ID: refers to a 36-character system-generated ID that maaiiconnect triggers when the data backup and retention is initiated
  • backup date and time: refers to the date and time initiated the backup, in yyyymmddhhmmss format
backup_{service ID}_{retenion job ID}_{backup date and time}.zip

Archived Data Offline

An archive key protects the ZIP file. After extracting the ZIP file, the data can be viewed in a raw JSON file format.

Sample offline retained data

When you open the ZIP file, it will contain the following folders and their respective contents:

Folder Name



Database records of Staff List and closed enquiries


Database records of chat, direct call, and enquiry call histories


Database records of files shared in rooms and other service files such as staff avatars and tag icons


Database records of the External Contact List


All files shared in rooms, such as images, audio and video files, and documents


Data in Transit

Data in transit refers to the data actively moving from one location through a private network. Data protection is in place of this data while it’s travelling from network to network.

Types of data being transited

The data that will be transited from maaiiconnect includes:

  • Communication data

    • Audio and video call recording files
    • Conference call record files
    • Voicemail files
    • Texts and documents (such as images, videos or another support filetypes) sent in the chat rooms
  • For communication data within an enquiry, only closed enquiries will be transited, while others remain in the platform until it’s closed.

  • User data will be backed up but not be deleted from maaiiconnect for business continuity purpose:

    • Staff Profile
    • External Contact Profile

The actual format of the data varies from the different mode.

When you access the Retention Portal site, you will be able to view:

  • Enquiry History
  • Room / Space Report
  • Call History
  • Conference Call History
  • File
  • Voicemail
  • Call Recording
  • Text Message
  • Staff
  • External Contacts
  • and, Account management

Retention Portal

Please refer to the Retention Portal section of this Guide for more details about online mode retained data.


Retention Cycle

After enabling the Data Retention, the data will be scheduled every day at the scheduled time to transit that data in maaiiconnect over the maximum number of days defined.

Data Retention Cycle Diagram Example


Backup Log

Once the Data Retention Settings is enabled, maaiiconnect proceeds to back up the data to the SFTP server according to the set schedule, it also creates a Backup Log after every upload.

Backup Log

To view the Backup Log:

  • From the navigation menu, go to Administration > Security > Retention.
  • On the Retention page, click on the Backup Log tab.

The Backup Log contains the following details:

  • Date and time the backup was created
  • File Name
  • Total Data Size
  • Total number of backup files
  • Status


Retention Status

The Retention Status in the Backup Log indicates the backup data's actual condition in your local server.

Retention Status

The retention status message may be any of the following:

Status Message


Uploading backup...

Data in maaiiconnect has been backed up and is currently being uploaded to the SFTP server.


Retained data is downloading by the Retention Proxy from the SFTP server.

Data Downloaded

Retained data is downloaded to the Retention Proxy.
Retained data in maaiiconnect service will be auto deleted if auto deletion is enabled, otherwise a "Delete retained data" button will be available for manual deletion.

Deleting data...

maaiiconnect is removing all backed up data from its system.

Failed to delete data

An error occurred while trying to remove the data from maaiiconnect. A Try again button appears, prompting Staff administrators to repeat the process.

Retained data deleted

maaiiconnect has finished removing the backed up data from its system.


Deleting Retained Data from maaiiconnect

To delete the retained data from maaiiconnect, on the Backup Log, click on the Delete from maaiiconnect button next to the Backup uploaded status of the backup file. maaiiconnect will then process this request and display a Deleting data... status.

Deleting data from maaiiconnect

Once the data have been successfully deleted, maaiiconnect will change its status to Completed. Staff members will no longer view or access the deleted data, such as messages in a chat room.

Sample notification indicating that the data have been deleted from maaiiconnect


Disabling Data Retention

To disable Data Retention:

  • From the navigation menu, go to Administration > Security > Retention.

  • On the Retention page, under the Settings tab, turn the toggle button under Retention Settings OFF.

Disable Data Retention

Updated 10 days ago


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