What is going on with support?

[mstyers]

What the heck is going on with support?

newgandolf crashed today and the server had to be rebuilt. It looks like the tech rebuilt the server with backups prior to 12/4/11 instead of using the latest backup.

The tech assigned to my ticket took a very narrow view to resolution instead of reading my post and giving it some merit. The resolution was to do a single directory restore instead of checking to see if the entire server needed to be rebuilt.

The last couple of interactions with support leave me with a very low view of the entire support process at Jaguar.

[mstyers]

I think the "escalate ticket" link is broken. I have escalated a couple of times with no response.

I feel..........forgotten.

[JPC-Bilal]

Hi mstyers,

The work load has been quite high which is why you had to face some delay with this issue. Can you please provide me ticket number here so I can take a quick look at it? Thank you.

[mstyers]

The ticket number is 13464808.

[JPC-Serg]

I can see that your ticket has been replied. The restoration tasks were queued for your account and we will update the ticket when the restoration has completed.

[Main Street James]

What the heck is going on with support?

newgandolf crashed today and the server had to be rebuilt. It looks like the tech rebuilt the server with backups prior to 12/4/11 instead of using the latest backup.

The tech assigned to my ticket took a very narrow view to resolution instead of reading my post and giving it some merit. The resolution was to do a single directory restore instead of checking to see if the entire server needed to be rebuilt.

The last couple of interactions with support leave me with a very low view of the entire support process at Jaguar.

msters,
Your experience seems to be pretty much the norm these days. JPC tech support doesn't pay attention to the details in a ticket - when they eventually get around to the ticket (escalated or not) - which results in frustration and keeps tickets open for days longer than necessary while you try to get them to address the portions they've overlooked.

It's unfortunate that they restored the server from a two week old backup. I certainly hope you had local copies of your sites & databases. I hope you saw this post not to upload new content to newgandolf.

[mstyers]

Thank you for your commiseration, Main Street James.

Even after Bilal read my ticket and post here in the forum this was the response: "Thank you for your patience. I have queue'd up the backup of (single directory, single db) from 18th December backup now. Once it completes we will update you." He still didn't get it.

Finally at 7:24a this morning it looks like they are trying to resolve this at the server level (restoration of entire server data from a recent backup). Let's see how that goes.

My fingers are crossed that this will happen this morning and not carry into tomorrow.

[AdrianB]

So this is why all my latest blog posts are gone? Please tell me you have backups that are more recent than two weeks.

[AdrianB]

It's unfortunate that they restored the server from a two week old backup.

That's an understatement to say the least.

I certainly hope you had local copies of your sites & databases.

I make backups now and then, but I also trust JaguarPC when they say "Daily backups" and "Our powerful backup systems combined with enterprise software by R1Soft and top quality personnel make our backups unbeatable". This is part of why I've choosen JaguarPC.

I hope you saw this post not to upload new content to newgandolf.

Well, that doesn't help for content created and work done between two weeks ago and today. Also, that is highly important information that JaguarPC should email to everyone on newgandalf.

[JPC-Catalin]

When the server crashed we noticed that one of the HDDs was showing as "bad". As such, the hdd has been replaced and raid rebuilded. The info on the hard disk that was showing as "good" seems it was not synced with the latest information about the files/databases etc. This is the reason why your files are outdated. We will install the hard disk that has been removed to try to recover everything. We suggest not to perform any important changes as they will be lost. We will keep the forum updates with our findings.

Thank you.

[mstyers]

Thanks for the update Catalin.

I have been checking the post Server newgandalf.nocdirect.com is unresponsive for updates and they have been very sparse.

I don't know if or how this will be addressed. What happens to the email that comes in during this restoration process?

[JPC-Zishan]

The server post has been updated. As we had no choice but to restore from few days older backup so there will be loss of some data but it will not be too old and just few days old. All data is being restored from 12/18.

[mstyers]

I'm sorry to burst your bubble. The server has not been completely restored to the 18th. My sites still show that the backup is prior to 12/4/11.

What will it take to get this right?

[JPC-Zishan]

Data restore will be done on a new server that is setup as replacement server. Data is not being restored to original server newgandalf.

[JPC-Katrina]

The restore has not finished yet. It is still in progress.