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Jaguarpc - Friday node is down for 27+ hours
| Posted by ModelWebHost, 08-31-2012, 01:23 PM |
Friday node is down from last 27 hours and still they are working. Very strange situation as they were performing FSCK first and then rebuilding the whole server. Seems that we will have to wait for another big time.
Its the worst service for a managed provider and bad thing is that no one is replying my PM. Zach, Jag and jim are not responding even they were online at WHT.
I have lost most of the business because of this downtime and still not confirmed that how much downtime, I have to bear.
Who else is hosted on friady node? |
| Posted by Zachary McClung, 08-31-2012, 01:28 PM |
Quote:
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Originally Posted by Hostinpk-CEO
Friday node is down from last 27 hours and still they are working. Very strange situation as they were performing FSCK first and then rebuilding the whole server. Seems that we will have to wait for another big time.
Its the worst service for a managed provider and bad thing is that no one is replying my PM. Zach, Jag and jim are not responding even they were online at WHT.
I have lost most of the business because of this downtime and still not confirmed that how much downtime, I have to bear.
Who else is hosted on friady node?
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I'm sorry that Friday is currently having issues. We are working very hard to restore service and all hands are on deck. You can follow updates in regards to it at our forums where we are posting routine updates in regards to the situation. |
| Posted by ModelWebHost, 08-31-2012, 01:33 PM |
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Originally Posted by Zachary McClung
I'm sorry that Friday is currently having issues. We are working very hard to restore service and all hands are on deck. You can follow updates in regards to it at our forums where we are posting routine updates in regards to the situation.
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We are following updates but still we are not confirmed that how much more downtime, we will have to face? |
| Posted by Zachary McClung, 08-31-2012, 01:37 PM |
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Originally Posted by Hostinpk-CEO
We are following updates but still we are not confirmed that how much more downtime, we will have to face?
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At this time, I do have not have an ETA. The restore will begin soon. Please keep updated via our forum thread. Thank you. |
| Posted by bdnero, 09-01-2012, 07:19 PM |
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Still there is no ETA. |
| Posted by ModelWebHost, 09-01-2012, 08:49 PM |
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Server is down again. No one is taking this issue seriously. |
| Posted by bdnero, 09-01-2012, 11:08 PM |
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Originally Posted by Hostinpk-CEO
Server is down again. No one is taking this issue seriously.
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My one never comes up actually. |
| Posted by ModelWebHost, 09-02-2012, 02:24 AM |
Contacted them so many times but answer is always "Soon". Don't know, why don't they want to migrate to stable server instead of waiting for the server to come online?
Its the worst situation I have ever seen. |
| Posted by bdnero, 09-02-2012, 02:37 AM |
Quote:
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Originally Posted by Hostinpk-CEO
Contacted them so many times but answer is always "Soon". Don't know, why don't they want to migrate to stable server instead of waiting for the server to come online?
Its the worst situation I have ever seen.
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Yes. Its too annoying. They are not handling this situation seriously. |
| Posted by ModelWebHost, 09-02-2012, 12:05 PM |
They are doing nothing but doing these again and again
RAID rebuild
FSCK
Now, I am asking for backups and no one is replying me. Very much frustrated and even more because of their support. |
| Posted by mbr, 09-02-2012, 12:18 PM |
Well, 3 days and counting, this is my worst fear. I too have JPC accounts. My accounts are not on the friday node but I feel your pain. Hope they settle this soonest.
Just out of curiosity, is this sort of problem also possible with a true cloud hosting? You know, these prolonged RAID rebuild, filesystem errors, etc..? I'm seriously considering switching everything to a true cloud system due the possibility of prolonged downtimes like this regular hosting setups. |
| Posted by bdnero, 09-02-2012, 12:59 PM |
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I asked access to backup about 24 hours ago, so that I can manually move site to a different vps, but they are just making more and more delay. |
| Posted by zanderion, 09-02-2012, 01:37 PM |
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Been down for me too... for ages. Not good. |
| Posted by ModelWebHost, 09-03-2012, 11:27 AM |
After 4 days, they could not be able to restore my VPS. Amazing and now the only answer I get is "It will be completed soon"
Is there anyone whose VPS is restored on other node? |
| Posted by mbr, 09-03-2012, 12:00 PM |
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Originally Posted by Hostinpk-CEO
After 4 days, they could not be able to restore my VPS.
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It's quite shocking that it took them 4 days to determine it's time to replace hardware. Not sure if it's really required to try and try for 4 days but it seems sensible to replace hardware if you can't get it work in just 1 day rather than 4 days. |
| Posted by bluewaves, 09-03-2012, 12:54 PM |
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Originally Posted by mbr
It's quite shocking that it took them 4 days to determine it's time to replace hardware. Not sure if it's really required to try and try for 4 days but it seems sensible to replace hardware if you can't get it work in just 1 day rather than 4 days.
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I have had the same problem with JaquarPC. I have lost hundreds of dollars in revenue with this last down time problem. I also fear that they may lose my data. I hope not.
That being said, I need to get a better, more reliable hosting company that understands when your business site is down, you are losing money. |
| Posted by ModelWebHost, 09-03-2012, 01:02 PM |
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Originally Posted by bluewaves
I have had the same problem with JaquarPC. I have lost hundreds of dollars in revenue with this last down time problem. I also fear that they may lose my data. I hope not.
That being said, I need to get a better, more reliable hosting company that understands when your business site is down, you are losing money.
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Off course, I am thinking to move away because such kind of downtime is not acceptable. Even unmanaged and budgeted host can provide better services as compared to them. Just waiting for the server to come online. |
| Posted by bluewaves, 09-03-2012, 01:15 PM |
I just hope that there are no more days that we have to wait.
I was lucky that I had another hosting company that I could change nameservers to while waiting.
Any recommendations for good hosting companies? |
| Posted by mbr, 09-03-2012, 01:50 PM |
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Originally Posted by bluewaves
Any recommendations for good hosting companies?
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I think all non-cloud hosting companies is vulnerable to hardware failure.
So I don't think there are actually "good" companies in this matter.
If anything, the only benchmark for being "good" in this case is how fast tech support decides to replace faulty hardware.
I think the only way to eliminate this problem of hardware failure is by switching to a true cloud provider wherein hardware failure is automatically replaced within minutes. |
| Posted by Zachary McClung, 09-03-2012, 02:36 PM |
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We are very sorry for the downtime on Friday. We take restores very serious and we understand the inconvenience down times cause. We are looking at all options to prevent as much data loss as possible. Please continue to watch our forum for additional updates. |
| Posted by bluewaves, 09-03-2012, 09:05 PM |
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It is very poor customer service to keep telling us to be patient. No hope at all of when things will be restored. |
| Posted by ModelWebHost, 09-03-2012, 09:14 PM |
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Originally Posted by Zachary McClung
We are very sorry for the downtime on Friday. We take restores very serious and we understand the inconvenience down times cause. We are looking at all options to prevent as much data loss as possible. Please continue to watch our forum for additional updates. |
Zachary. Listen, if you had backups of server, you could easily restore on other servers but you people just kept rebuilding RAID and performing FSCK. Now, each and every time we connect to live chat, we receive the same answers "Our admins will update you shortly".
Kindly tell us the exact time frame or the number in the queue because we can't wait for another 5 days. |
| Posted by Zachary McClung, 09-03-2012, 09:28 PM |
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Originally Posted by Hostinpk-CEO
Zachary. Listen, if you had backups of server, you could easily restore on other servers but you people just kept rebuilding RAID and performing FSCK. Now, each and every time we connect to live chat, we receive the same answers "Our admins will update you shortly".
Kindly tell us the exact time frame or the number in the queue because we can't wait for another 5 days.
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We are unable to provide an ETA at this time. We are working to resolve the issue as quickly as possible. Clients who have requested to be restored off of our latest backups on to other nodes are being done in the order in which the request are being received. Thank you for your patience. |
| Posted by ModelWebHost, 09-03-2012, 09:51 PM |
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Originally Posted by Zachary McClung
We are unable to provide an ETA at this time. We are working to resolve the issue as quickly as possible. Clients who have requested to be restored off of our latest backups on to other nodes are being done in the order in which the request are being received. Thank you for your patience.
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I understand that there may be a DELAY (like we have already of 5 days) but at least you can tell that on which number our vps is in the queue.
We are dying in the dark. Hope that you will update us properly. |
| Posted by zanderion, 09-04-2012, 10:06 AM |
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I think we should get a refund for this last invoice or something. I've rarely had a VPS down this long. Even from companies that charge way less. |
| Posted by ModelWebHost, 09-04-2012, 10:44 AM |
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Originally Posted by zanderion
I think we should get a refund for this last invoice or something. I've rarely had a VPS down this long. Even from companies that charge way less.
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Are you talking about SLA? 6th day downtime, will this cover our loss that we have been bearing? Absolutely no.
Still down and we have been continuously updated with that restoration is in queue. Don't know when my number will come in the queue. |
| Posted by ModelWebHost, 09-04-2012, 11:03 AM |
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Originally Posted by HintonHost
I am shocked. I have always heard good things about JaguarPC. I suppose it is true. You only find out how good a provider is when a emergency occurs (another WHT members signature).
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Yes its true. Check this and you will be realized. Very frustrating.
http://forums.jaguarpc.com/server-ne...irect-com.html |
| Posted by Zachary McClung, 09-04-2012, 11:21 AM |
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Originally Posted by HintonHost
I am shocked. I have always heard good things about JaguarPC. I suppose it is true. You only find out how good a provider is when a emergency occurs (another WHT members signature).
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I wouldn't let one major event affect the overall feeling towards JaguarPC. This is an unusual situation. In addition, each VPS owner was provided the option on day 1 to be restored to a new node off backups or wait while we attempt to revive the latest data off the server. At this point, a majority of the clients are already on their new vps node and the issue has been resolved for them. |
| Posted by ModelWebHost, 09-04-2012, 11:32 AM |
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Originally Posted by Zachary McClung
I wouldn't let one major event affect the overall feeling towards JaguarPC. This is an unusual situation. In addition, each VPS owner was provided the option on day 1 to be restored to a new node off backups or wait while we attempt to revive the latest data off the server. At this point, a majority of the clients are already on their new vps node and the issue has been resolved for them.
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But I was not informed. You can check all of the tickets and you will not find anything if this kind. Anyhow, how many vps's are remaing before mine? I have been waiting for a long time. If you were me then I would ask you that how dear is this kind of downtime for a hoster. |
| Posted by Dant27, 09-04-2012, 11:46 AM |
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Originally Posted by Zachary McClung
I wouldn't let one major event affect the overall feeling towards JaguarPC. This is an unusual situation.
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I wouldn't say this is that unusual, that's the problem. As well as the Friday node, you've currently got another VPS node that has been down for a number of days:
http://forums.jaguarpc.com/server-ne...irect-com.html
Quote:
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Originally Posted by Zachary McClung
In addition, each VPS owner was provided the option on day 1 to be restored to a new node off backups or wait while we attempt to revive the latest data off the server. At this point, a majority of the clients are already on their new vps node and the issue has been resolved for them.
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We have two VPS's on the node and like HostingPK, we were not told about this option on day 1, how were clients notified?
Neither of our VPS's have been restored yet (ticket 13576511), how many are there actually left to restore? |
| Posted by Zachary McClung, 09-04-2012, 11:49 AM |
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For information in regards to your specific restores please use our help desk system. A member of our team will be happy to provide you as much information as available. |
| Posted by Dant27, 09-04-2012, 11:54 AM |
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Originally Posted by Zachary McClung
For information in regards to your specific restores please use our help desk system. A member of our team will be happy to provide you as much information as available.
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We've been using the helpdesk since August 30th but aren't getting any information. If you could reply to our ticket (13576511) with the number of VPS's left to restore, and where our 2 are in the queue, that would be great. |
| Posted by ModelWebHost, 09-04-2012, 11:58 AM |
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Originally Posted by Dant27
We've been using the helpdesk since August 30th but aren't getting any information. If you could reply to our ticket (13576511) with the number of VPS's left to restore, and where our 2 are in the queue, that would be great.
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Same here. I have been asking this question for a long time but no reply. They are not telling us about the queue. Don't know when will be these restored. We are working like a blind man without any information in this regard.
Even, we can't provide ETA to our clients. Zach, at least you can updated regarding this point! |
| Posted by Zachary McClung, 09-04-2012, 12:08 PM |
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Originally Posted by Dant27
We've been using the helpdesk since August 30th but aren't getting any information. If you could reply to our ticket (13576511) with the number of VPS's left to restore, and where our 2 are in the queue, that would be great.
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Quote:
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Originally Posted by Hostinpk-CEO
Same here. I have been asking this question for a long time but no reply. They are not telling us about the queue. Don't know when will be these restored. We are working like a blind man without any information in this regard.
Even, we can't provide ETA to our clients. Zach, at least you can updated regarding this point!
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I have passed your ticket along to our Technical Support Manager and she will update you with where you are in the queue shortly. |
| Posted by ModelWebHost, 09-04-2012, 02:31 PM |
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Originally Posted by Zachary McClung
I have passed your ticket along to our Technical Support Manager and she will update you with where you are in the queue shortly.
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Till now no one has updated us. Still downtime going on. Don't know when the restoration will be completed. |
| Posted by Dant27, 09-04-2012, 04:50 PM |
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Originally Posted by Zachary McClung
I have passed your ticket along to our Technical Support Manager and she will update you with where you are in the queue shortly.
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We still are no nearer to finding out where we are in the queue, even after you got your manager to check it.
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Originally Posted by Tech Support
I have verified that the restore task is in queue for both of your VPSs. It will be completed on its turn and we will update you as soon as it is completed.
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| Posted by Zachary McClung, 09-04-2012, 05:04 PM |
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Originally Posted by W1H - Lee
Whilst I can appreciate hardware fails and it can take more time than some people realise to recover there is no excuse for the lack of communication, staffing issues over there?
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We have been communicating with clients via ticket, our forum, etc. regularly. There is no staffing issues currently going on. As I'm sure you can understand, restoring TB of data is not a quick task.
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Originally Posted by Dant27
We still are no nearer to finding out where we are in the queue, even after you got your manager to check it.
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Quote:
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Originally Posted by Hostinpk-CEO
Till now no one has updated us. Still downtime going on. Don't know when the restoration will be completed.
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I will follow back up with our Support Manager to make sure she updates both of your tickets. Thank you for your patience. |
| Posted by ModelWebHost, 09-04-2012, 09:27 PM |
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Originally Posted by Zachary McClung
We have been communicating with clients via ticket, our forum, etc. regularly. There is no staffing issues currently going on. As I'm sure you can understand, restoring TB of data is not a quick task.
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I can understand that this is not an easy task but still we have not been informed about these questions even after 6 days.
1 - How many VPS's have been restored and how many are left?
2 - What is our number in the queue?
3 - Right now which number is being restored?
These questions will help us to estimate the further downtime. Also, we can give time frame to our clients but we have not received any information of this kind. Zach, I think, these questions must be answered to fight against that the worst situation right now. |
| Posted by Dant27, 09-05-2012, 09:57 AM |
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Originally Posted by Hostinpk-CEO
I can understand that this is not an easy task but still we have not been informed about these questions even after 6 days.
1 - How many VPS's have been restored and how many are left?
2 - What is our number in the queue?
3 - Right now which number is being restored?
These questions will help us to estimate the further downtime. Also, we can give time frame to our clients but we have not received any information of this kind. Zach, I think, these questions must be answered to fight against that the worst situation right now.
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Have you heard anything about your restore yet? We are still waiting for our 2 VPS's to come back up, and haven't had any info on where we are in the queue, or how many VPS's there are to restore in total. |
| Posted by ModelWebHost, 09-05-2012, 10:02 AM |
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Originally Posted by Dant27
Have you heard anything about your restore yet? We are still waiting for our 2 VPS's to come back up, and haven't had any info on where we are in the queue, or how many VPS's there are to restore in total.
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Still the replies are same "Your vps restore is in queue". Same reply from 3 days. Wired thing is this that that they are not telling us the total queue size, how many restored and where we are in the queue. |
| Posted by ModelWebHost, 09-06-2012, 09:02 AM |
Today, 8 days passed and still vps can't be restored. They told me yesterday that my vps is next to be restored but 1 more day passed and still VPS can't be restored.
Chris, their most senior admin, told me that he has changed the queue and my vps is next to be restored but after one day no progress. Zach, what is the update after 8 days downtime. |
| Posted by Dant27, 09-06-2012, 09:20 AM |
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Originally Posted by W1H - Lee
Any idea what the hardware/software setup is? 8 days is way beyond acceptable or reasonable. That said it's not unusual for them to take a week, seen it happy far too often.
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No idea what the actual hardware running the node is, but for the backups/restores they are using R1Soft, which I know isn't the quickest when it comes to restoring, but 8 days (with at least 3 VPS's still to go - 2 of mine and 1 for hostingpk) is ridiculous.
The same thing is currently happening on another of their nodes, this one is only 6 days into a restoration so we are 2 days infront of them!:
http://forums.jaguarpc.com/server-ne...irect-com.html
It also looks like a 3rd node may be heading the same way:
http://forums.jaguarpc.com/server-ne...irect-com.html |
| Posted by ModelWebHost, 09-06-2012, 09:27 AM |
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Originally Posted by Dant27
No idea what the actual hardware running the node is, but for the backups/restores they are using R1Soft, which I know isn't the quickest when it comes to restoring, but 8 days (with at least 3 VPS's still to go - 2 of mine and 1 for hostingpk) is ridiculous.
The same thing is currently happening on another of their nodes, this one is only 6 days into a restoration so we are 2 days infront of them!: http://forums.jaguarpc.com/server-ne...irect-com.html
It also looks like a 3rd node may be heading the same way: http://forums.jaguarpc.com/server-ne...irect-com.html
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Off course, Its very ridiculous. Main problem is their answer from support. They are not ETA or even a close time for this. Right now, I can see that their 3rd node is having the same issue. No luck to get restored my VPS fast. |
| Posted by ModelWebHost, 09-06-2012, 10:02 AM |
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Originally Posted by W1H - Lee
r1soft is slow but 8 days would only be possible in my view if there a really high number of VPS's being restored. More than perhaps you would expect to be on there?
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How much? May be in hundreds? ;( |
| Posted by Dant27, 09-06-2012, 10:22 AM |
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Originally Posted by W1H - Lee
r1soft is slow but 8 days would only be possible in my view if there a really high number of VPS's being restored. More than perhaps you would expect to be on there?
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I'm not sure, in the Saruman thread they posted that there were only 4 more VPS's to restore and that was over 24 hours ago and they still aren't restored:
http://forums.jaguarpc.com/server-ne...ect-com-4.html
They could of course be massive VPS's, but until they come out and give us more information (which after 8 days of getting nothing doesn't look likely) it's just guess work really. |
| Posted by Zachary McClung, 09-06-2012, 10:23 AM |
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Originally Posted by Hostinpk-CEO
How much? May be in hundreds? ;(
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I'm sorry you are still having troubles. We definitely do not host anywhere near a 100 VPS per server. Keep in mind we are restoring over 1 TB of data via R1Soft. This takes time. Thank you for your patience. Please continue to monitor our forums for updates. |
| Posted by Dant27, 09-06-2012, 10:27 AM |
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Originally Posted by Zachary McClung
I'm sorry you are still having troubles. We definitely do not host anywhere near a 100 VPS per server. Keep in mind we are restoring over 1 TB of data via R1Soft. This takes time. Thank you for your patience. Please continue to monitor our forums for updates.
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How much data is there to restore, and how much has been restored already? |
| Posted by ModelWebHost, 09-06-2012, 10:32 AM |
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Originally Posted by Dant27
How much data is there to restore, and how much has been restored already?
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Definitely, we need the answer of these questions but we are not answered yet. Zach, you are also not replying to these questions. |
| Posted by Dant27, 09-06-2012, 05:02 PM |
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Originally Posted by sosolabs
Any updates from the 2 of you on the status of your vps being restored?
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I can't speak for HostingPK but there's still no updates regarding our 2 VPS's on the node, so still down and no end in sight. As soon as they do come back we'll be migrating any remaining VPS's we have with Jag over to our own in-house node, I'm not one to complain normally, but the level of service over there at the minute is laughable, and not just with this whole VPS fiasco...but I'll stay on topic for now! |
| Posted by Zachary McClung, 09-06-2012, 06:35 PM |
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Just to provide you an update there has been a total of 11 out of 35 VPSes restored at this point. |
| Posted by CD Burnt, 09-06-2012, 06:59 PM |
thread cleaned.
threads in the outages section are for providers and affected customers to communicate. |
| Posted by ModelWebHost, 09-06-2012, 09:24 PM |
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Originally Posted by Zachary McClung
Just to provide you an update there has been a total of 11 out of 35 VPSes restored at this point.
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Zach. Look at this reply to Ticket # 13577844.
"2012-09-05/13:48:50
Good Afternoon Muhammad,
I went ahead and got the restore queue changed and you are going to be next one the current VPS is done restoring. Depending on how much data you have, it could take several hours to complete and then you should be up. Please do let us know if you have any questions or need status updates as well.
Thank you,
Chris
Abuse Administrator"
So, your support is just telling a lie or you are restoring 1 vps in 2 days. I am very much disappointed from your support. A vps can't be restored after 9 days. Zach, can you tell me any Idea when my vps will be restored? |
| Posted by Dant27, 09-07-2012, 04:25 AM |
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Originally Posted by Zachary McClung
Just to provide you an update there has been a total of 11 out of 35 VPSes restored at this point.
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So realistically, it's going to take you well over a month to restore a VPS node?
I guess all the IP migrations and backend network upgrades that took place earlier this year haven't had the desired affect?
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Originally Posted by JaguarPC Email
Before we can do these network upgrades we must remove the IPs we have leased and replace them with our own directly owned IPs from ARIN. Once these network upgrades are complete, they will provide noticeable speed and performance improvement for all our networks.
Also these changes will allow us to setup a new backend network that will greatly speed up the backup and restore speeds
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Our ticket number containing the 2 hostnames that are not back up yet is 13576511, if you could be kind enough to push them up the restore queue please. |
| Posted by Zachary McClung, 09-07-2012, 10:26 AM |
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Originally Posted by Dant27
So realistically, it's going to take you well over a month to restore a VPS node?
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Each VPS takes a different amount of time, some are smaller then others. Thank you for your patience. |
| Posted by gold2, 09-07-2012, 11:19 AM |
I just order with JGP for 1 month but totally disappointed in 1 month
they also change my node but same problem on second and third node, there all node are overload
they never reply to support ticket |
| Posted by ModelWebHost, 09-07-2012, 12:18 PM |
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Originally Posted by gold2
I just order with JGP for 1 month but totally disappointed in 1 month
they also change my node but same problem on second and third node, there all node are overload
they never reply to support ticket
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I have several VPS's with them and 1 of these are working fine. However, after this biggest downtime, I will stop ordering new VPS's with them.
Just an update: My VPS is being restored (as per their statements) and 11GB data is restored already. Don't how much I will have to wait? |
| Posted by TmzHosting, 09-07-2012, 12:23 PM |
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Originally Posted by Hostinpk-CEO
I have several VPS's with them and 1 of these are working fine. However, after this biggest downtime, I will stop ordering new VPS's with them.
Just an update: My VPS is being restored (as per their statements) and 11GB data is restored already. Don't how much I will have to wait?
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How much data is there?
- Daniel  |
| Posted by ModelWebHost, 09-07-2012, 12:26 PM |
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Originally Posted by TmzHosting
How much data is there?
- Daniel
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Over 100Gb. For this VPS, I am on the highest package available at JAGPC. |
| Posted by ModelWebHost, 09-09-2012, 07:06 AM |
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Zach. Don't know why its taking too long to restore? Its third day and till now only 16 GB data has been restored. Very disappointing service. |
| Posted by jackpx, 09-09-2012, 06:30 PM |
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Originally Posted by Hostinpk-CEO
Zach. Don't know why its taking too long to restore? Its third day and till now only 16 GB data has been restored. Very disappointing service.
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http://forums.jaguarpc.com/server-ne...tml#post176036
Quote:
Hi,
Restore has been completed and all VPSs are up and running fine. Please contact our support department if you continue to face any issue.
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| Posted by garaa, 09-09-2012, 09:13 PM |
@jackpx,
that's for saruman node. we are on friday node. Don't want talk much about this downtime. just following this thread and JPC thread when and when our node online back. |
| Posted by Zachary McClung, 09-09-2012, 09:16 PM |
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Originally Posted by Hostinpk-CEO
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We continue to restore them as fast as we can. Please PM your VPS hostname so I can track it on our tracker. |
| Posted by Dant27, 09-10-2012, 04:17 AM |
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Originally Posted by Hostinpk-CEO
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Are you still not back up yet, how long has your individual restore being going on? |
| Posted by ModelWebHost, 09-10-2012, 09:46 PM |
Amazing. Only 2 GB data has been restored after 24 hours. They are restoring 1 or 2 gb data in a day and in the same time they said that they can restore only 1 vps at the same time. So, my vps can take upto 2 months to be restored.
I have never seen a situation with any host and never ever read something of this kind at WHT. Zach, what are you people doing? |
| Posted by MattF, 09-11-2012, 03:29 AM |
Wow... Good news JaguarPC complete VPS restore with enterprise backups after 9 days
Quote:
|
Restore has been completed and all VPSs are up and running fine. Please contact our support department if you continue to face any issue.
|
Source: http://forums.jaguarpc.com/server-ne...tml#post176036
@Jaguarpc: Some WHT readers are very interested where this leaves JaguarPC in the future, the commitment to your other 'enterprise backup' clients, and the use of R1Soft in general in the industry, please free to set the record straight https://www.webhostingtalk.com/showthread.php?t=1189598 |
| Posted by Dant27, 09-11-2012, 04:06 AM |
Quote:
|
Originally Posted by MattF
|
That node only had 6 VPS's on it to restore.
The "Friday" node has 35 to restore, I think we are on day 12 or 13 now and they aren't even half way there. |
| Posted by XTremo, 09-11-2012, 04:09 AM |
|
This is one of the worst scenarios I've seen for some time....if these were critical business sites affected then people are going to be hit hard. |
| Posted by ModelWebHost, 09-11-2012, 11:04 PM |
Quote:
|
Originally Posted by XTremo
This is one of the worst scenarios I've seen for some time....if these were critical business sites affected then people are going to be hit hard.
|
I have been reading WHT from last 5 years and I never seen that a host is taking 15 days to restore the accounts. Its 15th day and till now 28 GB data restored yet.
Now, I am thinking that they are telling a lie about restore or something else!! |
| Posted by Dant27, 09-12-2012, 04:02 AM |
Quote:
|
Originally Posted by Hostinpk-CEO
I have been reading WHT from last 5 years and I never seen that a host is taking 15 days to restore the accounts. Its 15th day and till now 28 GB data restored yet.
Now, I am thinking that they are telling a lie about restore or something else!!
|
How many days has your 100 GB restore been going now? We've still got a < 15 GB VPS to restore, and then one of about 125 GB, at this rate we'll be lucky to have it back by Christmas. |
| Posted by noobadmin, 09-12-2012, 05:22 AM |
Sorry if I sound harsh, but what are you guys still doing there?
Don't you have backups and if not, why didn't you ask them to move you to a different node? |
| Posted by kpmedia, 09-12-2012, 05:29 AM |
Quote:
|
Originally Posted by XTremo
if these were critical business sites
|
... then the owners of said sites should have their own emergency backups.
In case it's not been copy/pasted to this thread already...
Quote:
Back-ups and Data Loss:
Clients use our services at their own risk. Our server software does create daily backups for user sites that you may download on your own. We do not store this file and it is for your own use should you choose to use it. We perform daily backups on all of our servers to ensure critical files are never lost. We provide this costly service free with no warranty and only as a courtesy. Any site using more than 25GB space will be removed from the backup service. You may opt to purchase backup service for an additional fee. We will not restore a file any user has accidentally deleted or modified. The back-up restoration is for emergency procedures only. You are advised to backup all of your own files to your local drive or additional backup service. If we do have backups available for your files that you need restored, and if we have the ability and time to restore the file(s), there will be a $15 fee for restoring the files. We are not responsible for lost data, time, income or any other resource due to faulty backups or non-existent back-ups. Backup restoration is NOT a fast process. Due to the volume of data being stored, compression, and network file transfers, decompression, restoration, integrity checks, and other variables, the restoration process of large nodes can sometimes take several days. We highly encourage everyone to purchase their own separate managed backups from one of our backup plans if your site or data is critical to your business or livelihood.
|
from http://www.jaguarpc.com/about/policy-tos.php
There's 3 issues here:
1. JPC maybe isn't communicating as best as possible, no.
2. R1Soft is a crappy backup method for "whole server" restoration.
3. Customers didn't take backups, and are now placing blame on JPC erroneously.
... but JPC isn't to blame for customers having downtime. With the backup you have currently, you should be able to migrate to one of their other nodes, or to another host entirely (if you feel they're not able to redeem themselves).
This entire ordeal seems to be blown out of proportion, with far too much blame regarding the actual backups falling on JPC, as opposed to the people who did not take any -- i.e., the customers forced to wait on R1Soft doing what it does terribly (restore files).
Just my take on it. 
.
. |
| Posted by Dant27, 09-12-2012, 05:31 AM |
Quote:
|
Originally Posted by noobadmin
Sorry if I sound harsh, but what are you guys still doing there?
Don't you have backups and if not, why didn't you ask them to move you to a different node?
|
We are a reseller, one of the clients has backups of some his sites and we have him back up on our own hardware, just waiting for the restore to complete so he can get the rest he didn't have backups for. The other client doesn't have a backup of their account. |
| Posted by ModelWebHost, 09-12-2012, 07:58 AM |
Quote:
|
Originally Posted by noobadmin
Don't you have backups and if not, why didn't you ask them to move you to a different node?
|
Check the whole thread again. They are restoring backup on another node.
Quote:
|
Originally Posted by kpmedia
... then the owners of said sites should have their own emergency backups.
In case it's not been copy/pasted to this thread already...
from http://www.jaguarpc.com/about/policy-tos.php
There's 3 issues here:
1. JPC maybe isn't communicating as best as possible, no.
2. R1Soft is a crappy backup method for "whole server" restoration.
3. Customers didn't take backups, and are now placing blame on JPC erroneously.
... but JPC isn't to blame for customers having downtime. With the backup you have currently, you should be able to migrate to one of their other nodes, or to another host entirely (if you feel they're not able to redeem themselves).
This entire ordeal seems to be blown out of proportion, with far too much blame regarding the actual backups falling on JPC, as opposed to the people who did not take any -- i.e., the customers forced to wait on R1Soft doing what it does terribly (restore files).
Just my take on it.
.
. |
kpmedia@
Thanks for input but can you imagine if we subscribe to backup service then what will happen? I think same will be happened to that backup service?
Quote:
|
Originally Posted by Dant27
We are a reseller, one of the clients has backups of some his sites and we have him back up on our own hardware, just waiting for the restore to complete so he can get the rest he didn't have backups for. The other client doesn't have a backup of their account.
|
We have also provided new accounts to on other server to the clients who have their own backups at local pc but still there are many more who have not. |
| Posted by zanderion, 09-13-2012, 06:37 AM |
This is ridiculous.
It's been 2 weeks since it first went down?
Since I paid my last invoice on Aug 25th... do I get a refund?
I've been able to use the VPS for barely a few 3 or 4 days before it went down. I don't really care about the money since mine is only a small sum but its a matter of principle. |
| Posted by Jag, 09-13-2012, 02:38 PM |
Quote:
|
Originally Posted by zanderion
This is ridiculous.
It's been 2 weeks since it first went down?
Since I paid my last invoice on Aug 25th... do I get a refund?
I've been able to use the VPS for barely a few 3 or 4 days before it went down. I don't really care about the money since mine is only a small sum but its a matter of principle.
|
Yes of course we will credit clients for downtime, and like always we go above our SLA in extreme situations like this.
I have to eat my words here, it would turn out that techs dropped the ball on this recovery. The server was indeed only pushing through 100mbps, they didnt check the port which should have been 1gbp and has been fixed. I ordered a full network audit to make sure it won't happen to any others.
And that system is using r1soft v2, so we're retesting Idera (ie r1soft v4). Apparently the throughput on v2 and the horrid combo of 100mbp made for a restoration disaster. But no data was lost, clients are back up and we are taking the necessary steps to not see a repeat. |
| Posted by ModelWebHost, 09-13-2012, 09:38 PM |
Quote:
|
Originally Posted by Jag
Yes of course we will credit clients for downtime, and like always we go above our SLA in extreme situations like this.
I have to eat my words here, it would turn out that techs dropped the ball on this recovery. The server was indeed only pushing through 100mbps, they didnt check the port which should have been 1gbp and has been fixed. I ordered a full network audit to make sure it won't happen to any others.
And that system is using r1soft v2, so we're retesting Idera (ie r1soft v4). Apparently the throughput on v2 and the horrid combo of 100mbp made for a restoration disaster. But no data was lost, clients are back up and we are taking the necessary steps to not see a repeat.
|
Jag. Your support said that one vps can be restored at one time and in the ticket, Chris said that right now your vps is going to be restored (5 days ago) but my vps is still not restored.
However, I can see on forums, many VPS's restore have been completed but mine is not. So, are you telling a lie about my vps or something else? Why is this contradictory? |
| Posted by garaa, 09-14-2012, 10:10 AM |
|
I feel like i'm a idiot kid who was cheated by JPC forum said that VPS restore, one VPS restore, two vps restore, but then no exactly has been restore. mine is just few GB and no any update yet. very frustrated. |
| Posted by XTremo, 09-14-2012, 11:30 AM |
|
How long has this been going on now? |
| Posted by garaa, 09-14-2012, 11:41 AM |
Hope HostinPK can share how long Friday node is down till now. But i'm pretty sure it's more than two weeks now.
please correct me if i'm wrong.
Do i the only one who not receive any email from JPC about Friday node is down or JPC actually do not inform their Client especially on Friday node about the downtime? |
| Posted by MattF, 09-14-2012, 11:48 AM |
The CEO of JaguarPC has said in another thread they are communicating vast amounts of information to clients directly and wont use WHT as a support forum. A little bit of bashing on WHT kicked into action a few days ago when they reconfigured the nic to a gigabit, so hopefully that should speed things up in terms of restore.
Maybe you should reach out to them via phone or email, their own forum is just "Restore in progress", "another one done" and variants so not much info their either Im afraid.
Good luck! on the plus side at least they appear to have the data.
Ref: http://forums.jaguarpc.com/server-ne...ect-com-9.html |
| Posted by ModelWebHost, 09-14-2012, 11:56 AM |
Quote:
|
Originally Posted by XTremo
How long has this been going on now?
|
Downtime started at 28 Aug and then server was up after 10 hours and then went down till now. So, we can say that 17 days downtime.
Quote:
|
Originally Posted by garaa
Hope HostinPK can share how long Friday node is down till now. But i'm pretty sure it's more than two weeks now.
please correct me if i'm wrong.
Do i the only one who not receive any email from JPC about Friday node is down or JPC actually do not inform their Client especially on Friday node about the downtime?
|
Finally, my vps was restored partially after 17 days. Its the biggest downtime, I have ever seen. Still data is not complete and I hope that they will restore it for me. |
| Posted by StadenHosting, 09-14-2012, 11:59 AM |
Quote:
|
Originally Posted by Hostinpk-CEO
Downtime started at 28 Aug and then server was up after 10 hours and then went down till now. So, we can say that 17 days downtime.
Finally, my vps was restored partially after 17 days. Its the biggest downtime, I have ever seen. Still data is not complete and I hope that they will restore it for me.
|
Are you going to move hosts? |
| Posted by ModelWebHost, 09-14-2012, 12:03 PM |
Quote:
|
Originally Posted by StadenHosting
Are you going to move hosts?
|
If they are able to migrate me on any other reliable server (I know that they have several servers where uptime is more than a year), I will be there but on friday node, NEVER.
Its the worst server. |
| Posted by F-DNS, 09-14-2012, 04:58 PM |
Quote:
|
Originally Posted by Hostinpk-CEO
If they are able to migrate me on any other reliable server (I know that they have several servers where uptime is more than a year), I will be there but on friday node, NEVER.
Its the worst server.
|
BAD move 
"Friday" will now be a server that's had all the tender loving care that Jag can throw at it - Those other servers you mentioned that have been up a year are 1 year closer to an incident like this (hopefully not as bad, as Jag will be checking port speeds, restore times, etc to ensure something like this doesn't happen again - or at least not as bad).
If I were to order a VPS from Jag today I would ask for it to be on "Friday"
What you should be taking away from this experience is the realisation that crap will happen, anywhere. Just because Jag take backups does not excuse you from taking your own. It also means you cannot blame Jag if it takes 17 hours or 17 days to restore the backups they keep - it happens.
If you had backups (not Jags) you could have asked Jag for a new (empty) VPS on another node, restored your backups, and been back up and running in a few hours.
If the datacenter Jag used had burst into flames or had some other catastrophe that took them down for days (Remember The Planet down for 11 days anyone?) you could have used your own backups and restored to a new VPS somewhere else, again in hours not days.
Anyone here complaining about how long it took, and didn't have any of their own backups, should also be complaining about their own strategy. It's severly lacking.
Jag will do the right thing and compensate you financially for what went wrong and the downtime involved. What amazes me is that there are people here complaining that have customers of their own paying them money to be hosted, and yet have no disaster plan of their own other than to constantly blame (and whine at) Jag.
It beggars belief sometimes that people can be so two-faced |
| Posted by a-kevin, 09-14-2012, 08:32 PM |
Quote:
|
Originally Posted by F-DNS
BAD move
"Friday" will now be a server that's had all the tender loving care that Jag can throw at it - Those other servers you mentioned that have been up a year are 1 year closer to an incident like this (hopefully not as bad, as Jag will be checking port speeds, restore times, etc to ensure something like this doesn't happen again - or at least not as bad).
If I were to order a VPS from Jag today I would ask for it to be on "Friday"
ETCETC WRITTEN, ETC ETC....... REST OF YOUR POST 
|
Regarding the backups, yes, I completely agree with you... now regarding "friday" I have to disagree... nothing in this thread nor jag forums clarifies or proves that Friday issues were fixed, all this thread is about the restore and how long it took... not if Friday was fixed properly...
And you can say whatever you want against me, but this would have never happened if people stop taking cloud so lightly... I remember VPS.NET had the same issues the last year, do you remember?... a SAN infrastructure with such amount of shared traffic is the worse idea ever, a RAID10 is way more secure and faster in terms of recovery and even web-site rendering (if compared to a public cloud, as any current provider), an FSCK can take hours and much more if we talk about 5TB of information on a cloud... then imagine a restore... with a small-size hard-disk as RAID array, would take a few moments to recover... and let's be honest people, that Cloud is faster? yes, it is... but to load a Wordpress site? seriously... that's just a fancy capitalist model... if you want to feel the real speed of a cloud, you would have to run a truly complex software, then is when Cloud worth it, otherwise, it does NOT at all...
My advises:
- Don't use public clouds.
- Keep your own backups always, take a look at: siteautobackup if you are too lazy to do it by yourself.
- If you want run a shared web-hosting business, never use clouds, they are a total headache when an issue occurs, its hard to maintain, needs really really (but please note: REALLY) good hardware, better buy a strong RAID-10 dedicated server and I assure for my soul that you it will feel exactly the same, if you stress a huge SAN network with continuous shared requests from billions of queries each minute, an FSCK disaster will occur sooner or later... thinks as they are.
Sorry for such a long response, but I had to do it... I'm really tired that people believe cloud is better than dedicated server, that's just NOT true AT ALL for web-hosting... if we talk about any other APP, then cloud might be better, but for web-hosting?, lol, lol and lol, period. |
| Posted by ModelWebHost, 09-14-2012, 09:33 PM |
@F-DNS and @a-kevin
Thanks for your responses. I must admit that there should be a local backup and most of the clients have but you know that not all clients keep backups.
This downtime was the biggest but friday node was down with the same condition last year and we have to face a huge downtime.
Point is about backup, if they are offering backups, like MATTF said earlier in this thread, then why can't they manage.
Still my vps is not restored completely and may be there are other members too who are still waiting for there vps to be restored? |
| Posted by Master Bo, 09-15-2012, 01:49 AM |
Quote:
|
Originally Posted by a-kevin
... if you want to feel the real speed of a cloud, you would have to run a truly complex software, then is when Cloud worth it, otherwise, it does NOT at all...
|
I see no problem using clouds for Web hosting, given those are "true clouds" (search on the forum, we had quite a discussion on what it is). I.e., high-availability, self-healing etc etc etc.
Yes, they are not cheap.
Those unable to afford hosting on such a reliable platform, can always keep backups of their data (backups should be made and kept regardless of the reliability) and everything required to set up another VPS quickly. The least expensive way IMHO is to keep a spare, "dormant" VPS, to switch to it when the primary one fails.
Other inexpensive means to avoid inevitable long downtime all rely on high magic and are useless in real life. |
| Posted by F-DNS, 09-15-2012, 05:09 AM |
Quote:
|
Originally Posted by a-kevin
nothing in this thread nor jag forums clarifies or proves that Friday issues were fixed
|
So how are they now restoring containers onto it if it's not fixed? 
Quote:
|
Originally Posted by a-kevin
My advises:
- Don't use public clouds.
|
What has cloud hosting got to do with this thread? Jag use beefy servers with big RAID10 disk systems, lots of them: http://www.jaguarpc.com/support/status.php
Quote:
|
Originally Posted by Hostinpk-CEO
I must admit that there should be a local backup and most of the clients have but you know that not all clients keep backups.
|
So where are yours? Don't bother answering because I can guess from your post on page 1 of this thread (Post #11, 2nd September, 13 days ago) where you ask for Jag's copies. I find that hard to comprehend when, on your own web site, you encourage your customers to take backups at least every 3 days. Why don't you?
Here's a real life example for you: A pal of mine in Canada has a little web design business and he hosts a few customer web sites. He runs it all on 2 VPSs (in different DCs, and clustered together to have redundant DNS) but he's clueless when it comes to writing scripts to do backups with RSync etc. He just uses the built-in backup in his control panels to fire off a nightly backup to a little $8/month Windows VPS he has somewhere else. If he were faced with the same situation you're in now he'd just use WinSCP to shoot his backups over to his other VPS (or spin up a new one) and be back up and running within a few hours.
You, on the other hand, have been hitting out at Jag for 2 weeks while they go through a massive restore process. Do you understand now why I find certain posts in threads like this so two-faced? |
| Posted by Master Bo, 09-15-2012, 05:25 AM |
Talking of backups, I suppose everyone using JaguarPC's services has read their Terms of Service, I cite a clause from it below.
Quote:
Back-ups and Data Loss:
Clients use our services at their own risk. Our server software does create daily backups for users' sites that you may download on your own. We do not store this file and it is for your own use should you choose to use it. We perform daily backups on all of our servers to ensure critical files are never lost. We provide this costly service free with no warranty and only as a courtesy. Any site using more than 25GB space will be removed from the backup service. You may opt to purchase backup service for an additional fee. We will not restore a file any user has accidentally deleted or modified. The back-up restoration is for emergency procedures only. You are advised to backup all of your own files to your local drive or additional backup service. If we do have backups available for your files that you need restored, and if we have the ability and time to restore the file(s), there will be a $15 fee for restoring the files. We are not responsible for lost data, time, income or any other resource due to faulty backups or non-existent back-ups. Backup restoration is NOT a fast process. Due to the volume of data being stored, compression, and network file transfers, decompression, restoration, integrity checks, and other variables, the restoration process of large nodes can sometimes take several days. We highly encourage everyone to purchase their own separate managed backups from one of our backup plans if your site or data is critical to your business or livelihood.
|
I have underlined most important statements to pay attention to.
When people sign up for services, they (people) are expected to read, understand and accept the ToS. The JaguarPC's rep should have only directed users to the ToS, in case they start to complain about data loss. |
| Posted by IGobyTerry, 09-15-2012, 07:33 AM |
Quote:
|
Originally Posted by a-kevin
Sorry for such a long response, but I had to do it... I'm really tired that people believe cloud is better than dedicated server, that's just NOT true AT ALL for web-hosting... if we talk about any other APP, then cloud might be better, but for web-hosting?, lol, lol and lol, period.
|
JaguarPC essentially uses the equivalent of dedicated servers to power their VPS servers. |
| Posted by ModelWebHost, 09-15-2012, 08:35 AM |
Quote:
|
Originally Posted by F-DNS
So how are they now restoring containers onto it if it's not fixed?
What has cloud hosting got to do with this thread? Jag use beefy servers with big RAID10 disk systems, lots of them: http://www.jaguarpc.com/support/status.php
So where are yours? Don't bother answering because I can guess from your post on page 1 of this thread (Post #11, 2nd September, 13 days ago) where you ask for Jag's copies. I find that hard to comprehend when, on your own web site, you encourage your customers to take backups at least every 3 days. Why don't you?
Here's a real life example for you: A pal of mine in Canada has a little web design business and he hosts a few customer web sites. He runs it all on 2 VPSs (in different DCs, and clustered together to have redundant DNS) but he's clueless when it comes to writing scripts to do backups with RSync etc. He just uses the built-in backup in his control panels to fire off a nightly backup to a little $8/month Windows VPS he has somewhere else. If he were faced with the same situation you're in now he'd just use WinSCP to shoot his backups over to his other VPS (or spin up a new one) and be back up and running within a few hours.
You, on the other hand, have been hitting out at Jag for 2 weeks while they go through a massive restore process. Do you understand now why I find certain posts in threads like this so two-faced?
|
This has been already discussed so many times. I know this but what about the downtime that friday node has. I can tell you the uptime history, where this node was down for 13 hours last time and before this, in the beginning of service, it was down for almost 2 days. However, still VPS is not restored fully. |
| Posted by F-DNS, 09-15-2012, 08:01 PM |
Quote:
|
Originally Posted by Hostinpk-CEO
This has been already discussed so many times. I know this but what about the downtime that friday node has. I can tell you the uptime history, where this node was down for 13 hours last time and before this, in the beginning of service, it was down for almost 2 days. However, still VPS is not restored fully.
|
So, to sum up...
You've read many discussions about the importance of having your own backups.
You encourage your own customers to take backups.
You don't have ANY backups of your own (which implies that your data has zero value to you).
You rely solely on JaguarPC's free (and without warranty) backup service.
You feel it's OK to constantly bash the only people capable of recovering your data for you.
Thanks for clarifying that. |
| Posted by websprite, 09-15-2012, 08:14 PM |
Quote:
|
Originally Posted by F-DNS
So, to sum up...
You've read many discussions about the importance of having your own backups.
You encourage your own customers to take backups.
You don't have ANY backups of your own (which implies that your data has zero value to you).
You rely solely on JaguarPC's free (and without warranty) backup service.
You feel it's OK to constantly bash the only people capable of recovering your data for you.
Thanks for clarifying that.
|
Theres no need to get hostile. Lots of people are in similar situations. |
| Posted by StadenHosting, 09-15-2012, 08:16 PM |
Quote:
|
Originally Posted by F-DNS
So, to sum up...
You've read many discussions about the importance of having your own backups.
You encourage your own customers to take backups.
You don't have ANY backups of your own (which implies that your data has zero value to you).
You rely solely on JaguarPC's free (and without warranty) backup service.
You feel it's OK to constantly bash the only people capable of recovering your data for you.
Thanks for clarifying that.
|
I think that is true. He SHOULD be making back-ups and have a plan in case this happens. But JaguarPC has still been down for a crazy amount of time and haven't really communicated any useful information on to their customers. |
| Posted by Master Bo, 09-15-2012, 09:36 PM |
Quote:
|
Originally Posted by Hostinpk-CEO
This has been already discussed so many times. I know this but what about the downtime that friday node has. I can tell you the uptime history, where this node was down for 13 hours last time and before this, in the beginning of service, it was down for almost 2 days. However, still VPS is not restored fully.
|
OK, this time let's read their SLA.
Quote:
We are not responsible for outages or circumstances beyond our control that hinder access to your site or server. The following are excluded from the monthly calculation of Service Availability:
[...]
- Hardware Maintenance: server hardware is not related to the network. We maintain thousands of servers and at some point all hardware can and will fail. We will work quickly to restore the server and use our backups, if available, to restore service.
|
When hardware fails, customers can only wait until it's fixed/replaced.
I agree (and the rep conformed that) that the happened downtime period is too long. If I were in such a situation I would request a replacement VPS on another node and used my backups to set it anew. **it happens, and hardware can fail in a manner that data become lost.
In other words, constructive approach could have you out of this situation sooner. Everything has been already said about making backups.
I see that the thread on their forum still indicates "restoration in progress". Looks like Friday failure can be rendered the longest server restoration case in their history already. Tough luck.
So, in short: I think there should be a clause in their ToS/SLA related to such failures where customers should be explicitly guaranteed creating their accounts on another server on request, if restoration process takes more than NN hours. That could reduce the waiting and the number of threads similar to this one. |
| Posted by Dant27, 09-16-2012, 07:50 AM |
Quote:
|
Originally Posted by F-DNS
So how are they now restoring containers onto it if it's not fixed?
|
Judging by the info on the thread, they are restoring containers onto other nodes, rather than building a new Friday node and restoring them all onto that. |
| Posted by MattF, 09-16-2012, 08:09 AM |
This seem to have turned into a thread about backup responsibility, perhaps we should take this to another forum/thread (mods?).
Not many people will disagree that having your own backup is a good idea. *
However, this does not negate a host's responsibility with regards to what they advertise.
Its one thing to offer backups as a courtesy, non-promoted feature, with specific exclusions and warnings in the T&C.
It is another thing to promote "Enterprise backups" as a headline feature, whilst all evidence points to a system that hasnt been tested (two nodes both with >1 week recovery) and about as "Enterprise" as a geocities account.
I think anyone can see how incongruent the "marketing" is against the "terms and conditions, exclusions", and * hence where the consumer expectations have perhaps been stretched beyond best practices.
Either way the situation has been handled in a terrible fashion, it took over two weeks for CEO to get involved in the situation as the tech seems to be prepared to let the recovery continue to christmas.
This thread will hopefully remind people to ensure they take their own off-site backups (even if included as part of a managed enterprise service), it will also serve as a PR lesson to hosts about how not to handle a node crash! Unfortunately the saga is still not over though.. |
| Posted by kpmedia, 09-16-2012, 08:42 AM |
Quote:
|
Originally Posted by MattF
This seem to have turned into a thread about backup responsibility, perhaps we should take this to another forum/thread (mods?).
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I disagree.
It provides fair counter to what had become a witch hunt against JaguarPC.
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| Posted by ModelWebHost, 09-16-2012, 08:44 AM |
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Originally Posted by Dant27
Judging by the info on the thread, they are restoring containers onto other nodes, rather than building a new Friday node and restoring them all onto that.
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But I can see that I am still on friady node. Just waiting for my data to be restored.
For all others, I know about the data responsibility. So, stop commenting on it and let us get help from jaguar. I will request Zach and Jag to come into this thread again and inform us about the progress. |
| Posted by mbr, 09-16-2012, 08:53 AM |
Above all the arguments that having your own backup is important, I think we can all agree that every customer subconsciously expect the host to have a backup/restore procedure that will work flawlessly whether advertised or not.
I remember another host (not JPC) who shoved their TOS to the customer's face saying they do not provide backup of any sort. The host is rightful in this regard but still they lost the customer.
The business lesson here is that providers are not to blame but all customers are "dumb" and hard to please and they expect things to work 100% otherwise they move away.
We can safely say that it is both the host and customer's responsibility to provide a backup and both must have their own high recover-ability plan in place. |
| Posted by DeltaAnime, 09-16-2012, 08:55 AM |
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It is another thing to promote "Enterprise backups" as a headline feature, whilst all evidence points to a system that hasnt been tested (two nodes both with >1 week recovery) and about as "Enterprise" as a geocities account.
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Is there confirmation that the week old backups even exist?
It's the budget market after all. It's not uncommon for hosts to claim full nightly off site backups, but once the node goes tits up the remote backups 'were corrupted as well!!'
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| Posted by kpmedia, 09-16-2012, 08:56 AM |
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Originally Posted by mbr
We can safely say that it is both the host and customer's responsibility to provide a backup and both must have their own high recover-ability plan in place.
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That's really what it's about, too.
JPC had a backup plan -- don't lose sight of this -- but it didn't work as desired or planned. The fall back would have been customer backups. Those who had their own are already back online, and have been for a while. Those who didn't are out of luck, forced to wait on the inefficient version.
Given their budget pricing, and what appears to be so many thanksless customers, I wouldn't be surprised if JPC just outright drops backup for VPS nodes. Given that scenario, what's better -- weeks long recovery? Or nothing?
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| Posted by a-kevin, 09-16-2012, 03:56 PM |
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Originally Posted by F-DNS
So how are they now restoring containers onto it if it's not fixed?
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They are restoring on another servers... that doesn't mean the server issue was fixed, otherwise they wouldn't be restoring from backups........
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Originally Posted by F-DNS
So where are yours? Don't bother answering because I can guess from your post on page 1 of this thread (Post #11, 2nd September, 13 days ago) where you ask for Jag's copies. I find that hard to comprehend when, on your own web site, you encourage your customers to take backups at least every 3 days. Why don't you?
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What?... I never posted on this thread before  I just read it all and wrote that post you read... post #11 is not mine, so I don't know what are you talking about..
Now to the rest of your post, again, I'm not sure why you believe I've been posting in this thread ...
Have a good day f-dns, Greetings and hope this doesn't happen again to anyone |
| Posted by F-DNS, 09-16-2012, 04:14 PM |
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Originally Posted by a-kevin
They are restoring on another servers... that doesn't mean the server issue was fixed, otherwise they wouldn't be restoring from backups........
What?... I never posted on this thread before I just read it all and wrote that post you read... post #11 is not mine, so I don't know what are you talking about..
Now to the rest of your post, again, I'm not sure why you believe I've been posting in this thread ...
Have a good day f-dns, Greetings and hope this doesn't happen again to anyone
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Dude, you should probably go back and have a look at WHO I was quoting... The clue is where it says: "Originally Posted by Hostinpk-CEO"
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