One more suggestion: I didn't even know about these forums until I searched on Google for info about the outage. Now that I'm looking for it I do see at the bottom of your home page a link to Community Forums, but within the Client Area I don't see any link or information. I would suggest adding a link in the Client-Area Support dropdown menu. I bet this would also cut down on the number of tickets submitted.
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There have been 13 items by LShoe (Search limited from 23-September 19)
I was astonished to read the following statement on the locked outage forum today: "If anybody has a backup of their own - we can use that to get you online immediately. " I didn't know that. I wish it had been said in the MDDHosting emails about the outage. I meticulously keep a backup.
I was in the same boat. I also then thought I needed to have a full cPanel backup, but I didn't, so I assumed I was out of luck. Only Tuesday afternoon did I realize that I could restore my Wordpress backups. The team knows from the tickets that they get that clients run the gamut from web admin experts to those who don't know much (like me). While I wouldn't expect them to hold my hand while I restore my backups, just this little bit of information would have saved me 2-3 days of being down.
I'd like a status update on S5. (Last one with %'s was four hours ago.)
I am grateful that Mike has been transparent and admitted to the errors and issues, and that he has identified ways to avoid this happening again. I do, however, have a lingering concern about how employees and processes are being managed and will be managed. That Mike didn't realize that snapshots weren't configured properly suggests to me that maybe he trusted someone to do this right. That numerous issues were encountered in the disaster-recovery process suggests to me that maybe it wasn't tested rigorously enough. With so much riding on their actions, IMO there should be a complete rethinking of this.
Think of a pilot and co-pilot in a commercial jet - as I understand it, they are both highly competent and capable of going through the pre-flight checklist on their own, but they don't - they do it together. Yes, they will spell each other occasionally during flight so one can go to the bathroom or deal with an issue in the cabin, but for the most part they are expected to be alert to the potential mistakes of the other, and there in real time to work on any issues that arise together. In addition, in designing plane systems, engineers have to ask, "What mistakes might pilots make", and they do their best to design systems and processes to not allow them make those mistakes.
I would be interested in hearing from Mike once this is all over what will change in terms of his management of people and processes.
I had restored from my own backups and my site was up, but I gave the go ahead to overwrite this with the S5 server backup. My site is currently down (with the terrible "Sorry" message". I don't know when it went down, but is this a very short outage while the restore process is actively writing to my site, or is this a long outage while you write the entire contents of the server and then afterwards gradually turn on the accounts?
I submitted a ticket to put up a temporary "site down" file with specific information for my customers, and it was put up (at laurashoe.com). However, is having a blank site out with just one html file going to destroy my Google rankings? If so, is this worse than the site not being there at all - even if I go back to the site being down, am I facing a disaster here?
The thought of this is making me very queasy.
The other issue is that the message is only generating for the home page - all other pages generate 404 errors (of course, now that I think about it). If the answer above is "no worries", then how do I get it to generate for all possible pages? I can edit the .htaccess file, but beyond this I'm not that knowledgeable about all this - I would need explicit instructions.
I appreciate what you've had to say.
That said ETA's were just updated and the latest 100% restoration point is presently calculated as Tuesday at 10PM. It's two posts before yours .
Great to hear, Mike ... I was typing as you posted. Still folks, hold off on the non-urgent, if only for my sanity. ;-)
I have a request to everyone participating in this forum thread: Please keep in mind that if Mike is responding to you, he can't be addressing server issues or answering tickets, despite his valiant attempts to multi-task with little sleep. Some of the questions on here, like, "Are you going to give me a refund?", or "What do you recommend for my backups going forward?" IMO should wait. Even though you are justifiably anxious and participating here helps, your questions are not more urgent than the team getting to tickets (mine and others), helping people figure out how to restore their sites, and continuing to brainstorm with his team on how to improve ETAs.
Seeing my server with an ETA of Thursday (even if that is a worst case) certainly does challenge my resolve to be empathetic and calm about all this - but I will stick with it even if it is with clammy hands and shortened breaths, since I know that Mike and team are doing the best they can and are being honorably transparent, and everyone makes mistakes, including me. (I'm just lucky that the weight of the online business world isn't on my shoulders when I have to clean up from mine.)
Thanks for hearing me out.