Kayako Lost My Data!

[OICFC]

Oh my goodness, over five years of critical and crucial data to our operation has been LOST. What is going on?

[craigbrass]

Could you please provide more information on what exactly happened?

Are you on the hosted platform? Do you have a ticket open (if so, whats the ID)?

[Jamie Edwards]

OICFC is referring to the regrettable data loss clients on our Server 9 client server experienced. All clients have long since been personally contacted to sort things out and where a client had taken their own backup have it restored.

OICFC - I am sorry you are frustrated at this and wish to announce this here. if you could please reply to my e-mail sent a few weeks back, I would appreciate it.

[OICFC]

Jamie, "long since" you make it sound as though it's been several months. This just happened last week. I have already emailed you a few days ago, no response thus far. I figured as OM, you are probably quite busy.

Why didn't Kayako warn us of the potential for data loss and suggest we do our own back-ups? The email clearly indicated that no data would be lost during this planned update. I think it was poorly managed by the team and the end result is quite the disaster. I'm hopeful they can recover some data, and it pains me to be upset with kayako because it's the best product out there. And we've been loyal for many years, but this is truly a nightmare.

I'm clinging on hope and good faith, a miracle will happen and the data will be restored. I really hope Kayako has their best engineers working on this issue, I do not take it lightly. We have put years into our knowledgebase, help files and other data. To loose everything would be catastrophic, total devastation and a painful difficult path would be ahead to recover.

[craigbrass]

It was discussed on Hosted Site Down that verifying backups to ensure they are restorable needs to happen. Hopefully Kayako will do this in future just to be sure.

Personally though, I would take backups every day or every week if I used the hosted platform. Wouldn't feel safe if I didn't (not specific to Kayako but for anything remotely hosted that I don't know the backup infostructure of).

[bear]

Originally Posted by craigbrass

Do you have a ticket open (if so, whats the ID)?

No offense Craig, but what good would that number do you?

[craigbrass]

None at all but could be useful at the point Jamie comes online and sees the topic. Saves him having to ask later.

[OICFC]

This issue has still not been resolved. Jamie, you have not answered my last two emails as of late 2007. And your February 2008 email requested a reminder of the issue, of which I promptly replied. Out of courtesy and privacy, I won't disclose sensitive details. However I will say that the promised resolution has not been fulfilled, and it's been since November 2007 that I am waiting.

As a loyal Kayako user since 2003, all I want is for this to be resolved, so that I can move on.

[Jamie Edwards]

Oicfc,

I have replied to your e-mail. I am very sorry that your issue is yet to be resolved, however I don't have the records of the past e-mails you mentioned. I look forward to your reply so that I can assist you.

[OICFC]

Originally Posted by Jamie Edwards

Oicfc,

I have replied to your e-mail. I am very sorry that your issue is yet to be resolved, however I don't have the records of the past e-mails you mentioned. I look forward to your reply so that I can assist you.

Thanks, I got your email and replied.