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For users of other locations I posted in my follow up regarding this. Some but disappointingly not all locations were tested. After these unfortunate events, all remaining locations have now been tested and backups have been verified and increased efforts will be put into improving how I retain backups and how I communicate my backup policies with customers.
@mansoor - ackshually ... I think MyW.pt uses ReliableSite in Los Angeles (cf @sanvit's offer)
Might also suggest considering smallweb's Melbourne location as an alternative to Los Angeles (ie, for customers in Asia) - and/or NYC (for customers in the Americas or Europe)
I do like LA though.
@Mic-hael my man,
Shit happens. There is no such thing as a fail and full proof solution. We live and learn right?
But while you did offer the refund, I wouldn't have discontinued the location itself due to this. You might and will still have customers because well, most of your customers are extremely happy with the value they are getting with your service.
In situations like data loss, it is nerve wracking from a providers perspective.
Totally not telling you how to run your business. But I would have done thes followings if I were in your position:
1) Refund to those who asks
2) Service credit (per your SLA) and maybe some extra to those who decides to stay and rebuild the location.
Otherwise it feels a bit off for me.
You are already a member of my family my good man. If you need any help bro, or a new home, I am just a message away
I have upgraded both of your lifetime reseller accounts to the double of diskspace free of charge so you can help our forum members.
Everyone that provides any form of services, whether that’s hosting or something else has a learning curve and mistakes happen. It’s called life. The most important point for any business is to acknowledge what’s happened, inform clients what the business has done to rectify the issue and ensure they have put processes in place to ensure it doesn’t happen again.
To be fair having read the thread here and on LES including the follow ups from @Mic-hael, I would say he has.
Thats really good to hear Michael ! We all have seen much worse situations, and sadly they do take place despite our best efforts.
Contrary to my prior decision, the server for LAX has been rebuilt from scratch and is being configured for production use. Users who were not already refunded, marked cancelled or transferred to another location: you will receive details of a new service in LAX.
Users who have already received a refund or have transferred please expect individual communication from me to try and work with your needs.
The loss of this data is a huge hit and I cannot apologise enough to those affected. If you do not wish to continue using our service I still offer a full refund.
What moar do you want from him? Want him to strip down naked and dance on a street?
Is it Trump's fault? Or Brexit's?
He apologized and offered full refund. What moar do ya all want from him?
Let it go.
Well, if you do want him to strip down naked and dance on a street, leave a like.
If the loss of data, brings you to anger, make backups.
Backups bring peace to worlds and galaxies.
I think @Mic-hael handled it properly. Last night, I migrated my websites to a new server. All fine, I was very happy. But I was sleepy and clicked one wrong button. I had to restart again from scratch and work till 6 in the morning. Human mistakes happen. The key is to make good backups.
If you are a smart customer, you make your own backups and don't rely on backups from your hosting providers.
The support has been overwhelming. After debating my logic flaws on closing the location and after many requests from customers the server has now been rebuilt and configured. I have reprovisioned 99% of LAX services bar those who have been refunded or transferred already. Those individuals will be contacted seperately. There is no obligation for users to continue and refunds are still being offered.
His soul.
Only if it's my street. wink
Interesting to read replies from all over the world with varying opinions. This is what makes the world a wonderful place.
"O mankind! We created you from a single (pair) of a male and a female, and made you into nations and tribes, that ye may know each other (not that ye may despise (each other)" - Quran (49:13)
As for those saying "You get what you pay for" - well, that is just a cliche. You should get what you were told you were going to get. Now of course stuff happens, which happened in this case and the backup was not usable. Working in IT I have seen corporate system tank and the backups were found to be useless. Stuff happens!
I learnt my lesson three years ago with Hudson Valley Host when they lost all my sites. Since then I am very meticulous about taking my own backups on a separate server at least twice a month. In this case, I am out 2 weeks of works so not so bad, just sucks!
While I have responded to many comments in this thread I never directly responded to you. @mansoor I am extremely sorry that my actions in this matter caused you to lose two weeks of updated data. When you signed up for SmallWeb, this should never have been an option. This is one of my biggest regrets during my time as/at this company and if I were the end user I would be extremely dissatisfied. If there is anything I can do to help you in any way possible, please do reach out to me.
Smallweb stays on The Whitelist. That's my endorsement based on a reasonable assessment of the issue and its handling.
However, it is a good time to take stock of everything, (not just technical) because the next issue may not be met with such warm reception, depending on the nature of the issue (fried switches are understandable).
This thread is boring, where is everyone and their pitchforks? Holidays are over people!
LA service is back.
I dunno, maybe @Mic-hael is special?
By the way, it sucks, but you can't change the past. To me @Mic-hael (and his team) is doing his best, and not hiding being tiny prints or TOS. So it's good.
Thanks @Mic-hael for the personalized apology. Really appreciated it.
Just one suggestion, in the future when doing a major OS reload or a server upgrade, etc, email the customer(s) before hand and give them an opportunity to take backups on their end if they want to. This will help alleviate some of the responsibility on you.
Cheers.
A lot left LET.