Severe Damage from VPS.net

USHost247

USHost247

Madly Diligent
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Quoted from my provider:

Sending this message, primarily to make a general explanation, and a public apology.

Last night was a scheduled a VM reboot (all normal), however, the node was not restarted because of problems with the boot.

That's when the trouble started as we got in touch with them (VPS.net) (with all the ticket additions as absurd as, priority response and on-demand ticket, etc..) and still had no response.

Some time later a response: Problem with boot, we proceed to do a "fsck".

Well, then, do it!, 20 minutes later (we were told 20 minutes were more than enough), it was not so. Six hours later,they contacted us saying that the process should be repeated.
We think: What could be worse? ... and incredibly (yes, really), another six hours later, they contacted us, saying it was necessary to return to a previous restore point.

I thought that was crazy, insane, I was on a plane flying into the city, 40 thousand feet high blood boiled I am furious with these people, we pay A LOT (we have the number of nodes corresponding to several quadcore servers, more than 120 nodes) and should fail?.




Please all customers I honestly say that I'm doing everything possible to have this resolved, if there is delay in the stand, it is not our fault, we do see the tickets, but we just do not want update them with the same content (we are working on it, its in progress, etc.)

We are currently looking for ways to re-establish the last backup available (Yesterday -14 January), but to our surprise, they say it is corrupted, and have re-established a very old one.

This is something that has never happened in our 4 years online, we have always had confidence on our providers and we never had presented a similar situation.

My request to our dear users are:
- Please do not create support tickets, please start a online chat with an agent available.
- If your site does not work, but the server is online, do not worry, it's likely that another restore point (the newer one) is activated, in some moments.

Finally, I urge patience. I have spoken with the CEO in VPS.net, and I really do not understand why these guys do not give importance to our requirements, our investment on them and costs were high. And indeed: The error is the least of the problem, delay getting their support is the big problem.

As I said before, I have spoken directly to the CEO, and support has been properly addressed, and I hope so, I'm sorry this happened, It really could have happened, (well, it is a common issue!), but the response time from VPS.net was awful.
Click to expand...

Part 2:

Hello,

Finally, we have been treated successfully (after many hours).

The server is Online not so long ago, the problem is that it uses a relatively old restore point.

We have already begun to investigate whether we can restore the backup done YESTERDAY.

During this period, try not to make many changes because we could restore the new backup.

Please wait until further notice.
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More information from my provider:

6 Hours Ago said:
Hello,

The backups of all accounts will be hosted on our server, backups are from yesterday (14/01/2011) as it very big backup recover process still in process. not able to tell you exact time. But 2 hours should be enough.
As soon as they are ready, please let us know if you want us to apply your backup on your account.

Another and final e-mail will be sent after the backups are restored.
Click to expand...

4 Hours Ago said:
Hello Christopher,

This is the current progress of backups:

"still recovering home data at ./home/saxxxxx/ at this moment", almost there, an 65% I'd say. Remember that Databases must be restored as well.
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I am having downtime just like you for The Moral Liberal. The server my website and domain is on at Dream Host (the web host which was supposed to be recommended for those wanting to use the free software off of wordpress.com), has been down for over 6-7 hours so far, and has yet to have an ETA on being fixed. Also they had the same problem on the same server I am on, just 2 days ago, and that was exactly in the middle of the day, lasting 6.5 hours, and caused the site to dive in traffic, and of course I wasn't able to update the site at all then, just like now.
 
We managed to get all the clients back online after hours of downtime. Sorry to hear about your downtime as well. But there is really nothing we can do when it comes to hardware failures.
 
.Bob said:
Well my sites back. 🙂
Click to expand...

Well, in this case, they are currently using an old backup. So you're site is most likely running on the old backup, which means you only have content from that period in time.
 
It may change. By tonight or tomorrow. Still not sure though.
 
Thats weird, our techs spoke with CEO of the business and got the importance they deserve since they spend $20,000 a month to them. So I'm not really sure why your's is still down. Who are you hosted by?
 
HostLadder is by the same company, but weird they still don't have you online? I stayed online countless hours getting everything sorted out and back in working order. Yesterday was 8 months with me and Erica, and I stayed home for a few extra hours to get this done and then I went to see her, sort of shows how bad I was working on this whole thing to get everyone updated and informed and everything bad working. 😛
 
Yeah, I wish I could get this site up.
I've contacted Travis and had no response.
I've also went to his host and the client area was up, but my site was not.
I got an email saying that the site database was slowly being restored, but apparently not for me. 🙁
Thank God I can access the domain nameservers and stuff on Namecheap.
 
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