Nt20 8/28/2005

[kattouf]

Oh one more question, We didn't get a reply as to why you guys didn't use yesterdays backup? was it too late?

[Brangwyn]

Anyone submitted a ticket via email recently got a confirmation email back? I don't seem to have from my last one submitted.

[kattouf]

Those of you on Nt20 might want to check your PHPbb forums, the Install and Contrib folders where restored and they needed to be deleted again.....

[powvex]

Support is so un-helpful. I have submited 10 sites to have not restored, and they just solved 1 sites problem.


Support is not even check them as they still have the problem or not.

[Vantage]

We are still updating permissions on the home directories. Anyone getting a password prompt.. Thats why.

[Brangwyn]

I guess your not using something like retrospect then which actually backs up and restores ntfs permissions as part of the snapshot/backup process?

Is someone answering tickets at the moment?

my email issue with the ticket system was closer to home, so looks like thats at least ok.

Webshell/File Manager is also not working on NT20 yet, just says invalid logon/password.

[powvex]

Is this downtime affect SLA?

[Brangwyn]

Not 100% sure what you mean there powvex, but usually a drive failure with extended outage (It looks to me as if some sites are still not working 24 hours after the incident occured) would be something you could claim an SLA credit for.

[powvex]

10 sites has not been restored yet, and James keeps telling me:
"We have restored all the data we have for these users. I confirmed that when I restored the data. What more do you want me to check. "

but all of the sites contains no data, except TEMPORARILY DOWN index, why doesnt they look at the folders and check them? where are my sites backup??

[Brangwyn]

I have many sites in a similar situation powvex, I have no idea what data's been restored because File Manager doesn't work and I have no access to FTP for them .. it's frustrating as heck especially as one of these customers is loosing customers of his own over this every few hours that the site continues to be down.

I've said this so many times before I'm beginning to feel like the proverbial broken record but Vortech have major flaws in their operations when it comes to managing backups, disk failures and restores, today just proves that the situation hasn't improved any.

I'm sure James and anyone else on shift is trying hard to resolve things, but ya know 24+ hours to restore a server, is really quite unbelievable.

[powvex]

File manager is loading now, all of these sites are empty just with these files in them:
. .
_vti_log
_vti_pvt
_vti_script
_vti_txt
_vti_cnf
_private
cgi-bin
images
webalizer
ASPSecured
postinfo html 2.39 Kb
_vti_inf html 1.71 Kb
php ini 2.88 Kb
login html 12.04 Kb
index html 323 b
dirs 274 b


This shows not even one of them has been restored yet.

I just want an answer now, why do you tell all accounts are restored??? did you even checked them?? or you restored them by blank??

[kapuwa]

jeesus - sites are still down.. that was a big blowup...

[powvex]

still no update, and all sites are the same empty.

[DigitalSkyline]

ouch... what an embarrassing situation.

[admin]

There are 4 techs answering tickets and restoreing what they can in each ticket. This is putting us a little more behind then in most cases.