Hosted system has been down for hours

[ehoffman]

Stunning lack of planning.

[willp2]

Wow, that sucks. The whole point for us with having this hosted was so we dont have to deal with this very issue. You know, let the pro's handle it. Now what?

[greenofrls]

So I have to say that I lucked out. I had made backups of my template and db xml files. The initial bad news is that you just can't upload them to SupportSuite. The good news is that I didn't have that much to upload and was able to modify some xml to get it back to where I had it.

Another good note is that my company is planning to go live tonight and now we can actually go live.

So for the Kayako guys. Although I completely understand that your hands were tied and you didn't necessarily have information to give us, hourly updates until it is resolved would have helped us out. The updates could have said, "No Update yet!" We at least would have known that we weren't forgotten.

Another trick I use in my mission critical support team. I always have them list next steps towards resolution. Its always nice to know what's being worked on.

[athanasiusrc]

As far as backing stuff up, I assumed (stupid me) that the system would at least be running on a raid array let alone being regularly backed up to tape. I mean, even internally we run on mirrors or raids.

I also had no idea that there was a backup option in the admin.

[phalseid]

http://www.gnax.net/support/?_a=tickets&_m=submit

(ironic, no? to bad they weren't on server6 to get a taste of their own medicine.)

I am very glad this didn't happen to my hosted sites. BUT, i do backup from the admin section anyway. not that it would have helped, my last one was about a month ago......

kayako.com's upstream is theplanet.com... they have a great reputation and I use hostgator, a reseller for them, for all my other hosting (about 40 sites) and have never had any trouble they didn't help with. Ironic, hostgator uses supportsuite too....http://support.hostgator.com/

I feel really bad for all of you that lost data and have egg on your face. I don't think kayako could expect to keep you as customers anyway after a disaster of this magnitude, so you might as well look into a more expensive solution such as sugarCRM or an industry specific CRM. hate to say it, but you get what you pay for....

http://en.wikipedia.org/wiki/Compari...acking_systems

[phalseid]

We have already added an option in Members Area to allow clients to generate backup for hosted solutions without coming to us at any point of time...


http://forums.kayako.com/showthread....9686#post39686

where??????

[Phobert]

Main page of members area, see picture

[phalseid]

Originally Posted by Phobert

Main page of members area, see picture

mine does not look like that. i have created a ticket....

[Raghav Arora]

Originally Posted by phalseid

mine does not look like that. i have created a ticket....

Hi,
Its working fine for your members area also. Screenshot has been sent to you.

Regards,

Raghav Arora