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[supportskins]

Originally Posted by Jamie Edwards

We suffered a fair amount of data loss on Server 9, and all accounts were moved to a different server yesterday. Although it surprises me it has not completed yet, the DNS changes may not have propagated to your ISP.

Oh ok. I remember Kayako working on back up system for all servers. Not sure if it was ever implemented.

[Jamie Edwards]

Originally Posted by supportskins

Oh ok. I remember Kayako working on back up system for all servers. Not sure if it was ever implemented.

It was but unfortunately it failed for this particular server, to add ba dluck to a disaster.

We are working with all of the customers to restore their own backups, and all are being offered free upgrade packages.

[craigbrass]

Would it not be an idea to carry out tests regually of the backups to ensure these are done properly and are restorable? This is what I do. This is the 2nd time something like this has happened if I remember rightly.

[supportskins]

Originally Posted by craigbrass

Would it not be an idea to carry out tests regually of the backups to ensure these are done properly and are restorable? This is what I do. This is the 2nd time something like this has happened if I remember rightly.

I agree

[ppc1]

Originally Posted by craigbrass

Would it not be an idea to carry out tests regually of the backups to ensure these are done properly and are restorable? This is what I do. This is the 2nd time something like this has happened if I remember rightly.

yeah I really dont understand. its common sense, if you pay for the hosted version and you claim you back up customer data, it would be a good idea to see if its actually backing up once in a while I just dont get it.

[Jamie Edwards]

Originally Posted by ppc1

yeah I really dont understand. its common sense, if you pay for the hosted version and you claim you back up customer data, it would be a good idea to see if its actually backing up once in a while I just dont get it.

We don't claim or guarantee to back up customer data, but we do it anyway. There are also two facilities through which customers can back up their own data quite easily.

We are going to look at automating the process and sending a link the customer's backup file via e-mail for them to click and download. We're also revising our backup strategies and hosted service as a whole, more to come later.

[craigbrass]

We don't claim or guarantee to back up customer data

When you are not giving control panel access, you should be doing so.

[Jamie Edwards]

Originally Posted by craigbrass

When you are not giving control panel access, you should be doing so.

Why does control panel access make a difference?

[craigbrass]

Well you are not providing control panel access so it makes it more of a managed system. You would expect in said managed system for backups to be reliable.

[Jamie Edwards]

Originally Posted by craigbrass

Well you are not providing control panel access so it makes it more of a managed system. You would expect in said managed system for backups to be reliable.

The only service we provide is the hosting of a support desk - to no one is a mention of the control panels that sit behind the desk; it just so happens there is one, but purely for our automation purposes.

Very, very few web hosts guarantee backing up of customer data. Many hosts do it, but there is far too much outside of the 'hosts' control (data centre, power, providers to the data centre, hardware, software vulnerabilities) in order to guarantee it.

We go one step further than an average host, and externally back up all user's accounts daily and maintain copies for up to 7 days. I am also looking to invest more in the capacity for archivical copies of data on top of daily and immediate backups.

[craigbrass]

The point I am trying to make is that users do NOT get a control panel therefore it is considered a "managed" platform on which you would expect backups. Thats my take on it anyway.

[Jamie Edwards]

As I said much earlier in the thread, we do take backs up user's data and we do manage the platform. However, this time the backup failed.

[craigbrass]

As I said tho, doing checks every so often to make sure restorable backups are available would be a good idea. You could just create a dummy account on each server and do a restore every so often from the previous day's backup to ensure it is working.