Frequently Asked Questions

Protocol documentation and system operations guide.

Why can't I download my file instantly? +
Ice Vault utilizes the **AWS Deep Archive** protocol. Your data is stored on `cold` servers for maximum security and cost-efficiency. The `thawing` (retrieval) process takes between 3 to 12 hours. You will receive a system notification once your file is ready for uplink.
What is the `Hot Tier` and how long does it last? +
After restoration, your file enters the **Hot Tier**. By default, it remains available for download for 3 days. After this period, it automatically returns to its `Frozen` state to preserve your resource limits.
How can I extend the availability of a restored archive? +
Restored archives stay in a 'hot' state for a limited time. If you need more time to download, you can use the Extend feature. The number of available extensions depends on your current subscription plan.
Can the administration see my files? +
Negative. We implement **Client-Side Encryption**. All data is encrypted on your local hardware before it reaches our infrastructure. We do not have access to your private keys, and AWS infrastructure ensures physical isolation of all data objects.
What if I lose my account password? +
You can use the standard password reset form via your verified email. However, please note: we cannot recover access to specific encrypted archives if the archive-level password is lost.
What are `PUT Operations`? +
A PUT operation is a request to upload an object to the vault. Every new photo or archive uploaded counts as one operation. These are limited based on your plan to prevent system abuse and ensure stable bandwidth for all nodes.
What happens if my subscription expires? +
Your data remains safe in AWS Glacier. However, access to the data (restoration commands) will be restricted until the subscription is renewed or maintenance fees are cleared.
Which file types are supported? +
All file types are supported. Ice Vault is optimized for large media archives (RAW photos, 4K video) and system backups, but there are no restrictions on file extensions.
Are there any file size limits? +
Currently, the maximum size for a single object is **5 GB**. For larger datasets, we recommend splitting your archives into multiple parts before upload.

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