I have two sites with canaca.com. They use the ensim control panel. Part of the control panel provides for making externel backups of your site(s). Both on a upon-demand basis and on an automated/scheduled basis.
Upon demand works well. Automated/Scheduled does not work. At all. In any way.
Their tech support is a joke, doing tech support only by email, and only blaming my external site, never the ensim control panel. They claim "emergency support" to either fix the problem in 15 minutes or to call voice: they'vr done neither as this problem has been ongoing for *months*
Ross, unfortunately, most customers are always left responsible for their own data. I would highly recommend you, should you feel your company is not doing enough, to perform regular backups of your own information in order to avoid costly loss.
I hope things either improve for you or you find a better solution.