I also have been a longtime customer (so long, I can't remember when I started) and can see where the repercussions here could be significant. I haven't commented to date but rather have been sitting back reading and waiting. It's been hard. I'm lucky that 3 of my main clients are on Office 365 so they haven't experienced any email issues. Email is critical to them (insurance agency, chartered accountants, business advisors). The server my sites are on, isn't up yet. I'm on the run tomorrow so I'm hoping no issues......................... (Pacific Time here)
I have a reseller account and have had since the beginning but don't do this as a business. I'm a web designer by trade but have offered hosting to my clients up until the past 2 years as a service to make their lives easier (no need to understand about that aspect of your website) and also easier for me as familiar with one system (you only have to try and work with our main telephone & internet provider's system to truly understand frustration). I've slowly paired down the amount of accounts that I had to the ones that I work with on a regular basis.
However, I have now lost one of my main three. So the loss of the hosting - not a big deal. It's the loss of my standing with the company that is. They're ok, as I mentioned re their emails and the site down isn't a huge issue - it is the length of time that it has been down and the inability for me to address that quickly. And I put faith in a system that I shouldn't have (as many have) that even tho I had backups - the majority of them are on the darn server. The other backups - those of sites that I have recently redone - well they are on my backup harddrive which is in storage. (We sold our house and are living in our RV as the deal for the house we wanted collapsed. Now that's a story for another day.) They understand but in their eyes there is a failure here that goes beyond the down website. I take full responsibility for my end of things and I can get the harddrive (but need help and a day to get it) however it seemed pointless given the time frame. For example, I thought the system would be back up by Monday and therefore not a huge concern. The fact that R3 is scheduled for restore 3am Wednesday is definitely a factor.
So, they will move onto different hosting and a different web/social media person and I've learned a lesson. My other 2 main clients are long-term and are weathering this out with patience. My smaller clients are not happy - they aren't on Office 365. Mostly with me as I'm the one who set their site up here so this falls back to me.
And I get the compassion and empathy behind the GoFundMe page. I think it's an admirable thing to do and I will consider donating............. once I've reconciled & accepted my losses.
MDD Hosting hasn't lost me as a client - I think this has been a huge learning experience for us all. I'll stay (besides I'm definitely small potatoes lol!) because I believe in their genuineness and sincere efforts to get everyone's sites back up. In all the time I've been with this company I have appreciated their support, the attentiveness to security and the commitment to their clients.
I'd rather give my, albeit small, business to a company that operates much along the lines I do. Where you can talk with the owner and not some anonymous service clerk. It's why I've stayed for the years I have. I was mad - not going to mince words about that - but I was about as mad at myself as I was at MDD.
Ok now, nothing like time and a little wine ;-)
So my thanks to all that are working so diligently on this. (ROFL! had to edit that from "******" this as it was ***** out :-D hahahahah ok, I give up - you guess what I wrote! ;-p )
OK, I'm 100% back up, a few hiccups and a little work but all in all my customers remained cool throughout the process.
Thank you Michael and Team at MDD Hosting. You guys have always offered the best service and support in the industry and I can only imagine after an event like this you will be rock solid for the years to come. I'm going to remain a loyal customer and not going anywhere.
As a matter a fact I know that the costs of this for you and your company is probably beyond devastating. I have setup a GoFundMe to try and help out. A small business is made up of people and families with bills and obligations.
This is my plea to fellow loyal customers. I've been hosting websites for 18 years and I've experienced the worst the industry has to offer.
MDD Hosting has been amazing and finding a company with the level of support is very hard. Michael is a pillar of business ethics and I trust what he says. All that being said, I hope you consider helping out.