A Reinsurance Organisation in West Africa
Microsoft 365 storage and backup optimisation
Full OneDrive and mailbox storage had stopped backups and blocked email. We recovered 1 TB of trapped storage, restored email within 48 hours and set up selective Veeam backups.
- Storage recovered
- 1 TB
- Backup success rate
- 100%
- To restore email
- < 48 hrs
- From start to handover
- 2 weeks
The client
The client is a reinsurance organisation serving insurance companies across West Africa. Microsoft 365 is its core platform for email, collaboration and file storage, and some OneDrive accounts double as backup repositories for essential business data.
When those OneDrive accounts and the Exchange Online mailboxes hit full capacity, backups stopped and email delivery was blocked. In a regulated industry, that left the business exposed to data loss and compliance risk.
The challenge
Deleting files didn't free any space, and standard troubleshooting failed, because the causes were hidden in how Microsoft 365 keeps data.
Backups failing
The OneDrive accounts used for backups were full, and space could not be recovered even after files were deleted.
Email blocked
Exchange Online mailboxes were over quota, so messages could not be delivered.
Data at risk
Without working backups, business data was exposed to permanent loss.
Compliance exposure
In insurance, a data protection failure carries regulatory consequences.
| Hidden cause | Effect on the business |
|---|---|
| The Preservation Hold Library kept deleted files indefinitely | Storage could not be recovered even after deletion |
| Retention policies were too broad | Storage use grew unchecked |
| The second-stage recycle bin held files users thought were gone | Capacity was used up by "deleted" data |
| Backups covered every user, with no way to choose | Backup storage was spent on mailboxes that didn't need it |
Why the client chose Ekovolt
- 01
Root cause first
We traced the problem to the Preservation Hold Library, retention policies and the recycle bins, instead of applying surface-level fixes.
- 02
Microsoft 365 depth
We knew where the storage was trapped and how to release it without breaking compliance requirements.
- 03
Enterprise-grade backup
Veeam Backup for Microsoft 365 gives reliable, granular control, so backups can be targeted mailbox by mailbox.
- 04
Capability transfer
Everything was documented, so the client's IT team can manage, monitor and scale their data protection on their own.
What we did
Phase 1
Storage recovery and optimisation
- Preservation Hold Library auditFound and permanently removed unnecessary retained files, while keeping everything compliance requires.
- Retention policy tuningAdjusted policies to balance compliance needs with day-to-day storage use.
- Recycle bin cleanupCleared the first- and second-stage recycle bins to recover all available capacity.
- Storage limitsWhere licensing allowed, raised limits to leave headroom for growth.
Phase 2
Selective backup with Veeam
- Veeam Backup for Microsoft 365Set up enterprise-grade backup, configured around the client's needs.
- Exclusion groupsCreated security groups in Microsoft Entra ID so only the intended mailboxes use backup storage.
- Recovery guidanceDocumented how to retrieve historical email, including working around display limits in Veeam Explorer.
- Verification stepsGave the team a way to confirm data is backed up before any email is deleted.
Phase 3
Handover and training
- DocumentationClear write-ups of every change we made.
- MonitoringChecks that flag storage trends before they turn into outages.
- Admin proceduresStep-by-step guidance for ongoing management.
Before and after
| Area | Before | After |
|---|---|---|
| Storage | OneDrive accounts at 100% capacity | Recovered and optimised, with headroom for growth |
| Backups | Failing, with no successful runs | Fully operational, with selective Veeam coverage |
| Email delivery | Blocked, with mailboxes over quota | Restored within 48 hours |
| Retention policies | Too broad, driving runaway storage use | Right-sized for compliance and efficiency |
| Recycle bins | Full, using hidden capacity | Cleared, with documented monitoring |
| Backup scope | All or nothing | Targeted with Microsoft Entra ID exclusion groups |
| IT capability | Reactive, reliant on outside support | Self-sufficient, with full documentation |
Lessons from the project
- 01
Hidden features have real impact
The Preservation Hold Library, a compliance feature, was quietly using storage while users believed their files were deleted.
- 02
Selective protection saves money
Backing up every user wastes resources. Exclusion groups keep backup spend focused on what the business needs.
- 03
Prevention beats crisis response
With monitoring and documented procedures, storage problems can be caught before they disrupt work.
- 04
Capability transfer is the real outcome
The client's IT team now runs their data protection independently.
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