FAO Jaguar Management

[saracen]

Could someone formally explain just what backups are and aren't done on VPS's please.

The marketing blurb says "Free Daily backups". Could someone clarify what that means and what, as VPS owners, we should expect to rely on and expect to not rely on?

This is a genuine question, not a rant.

I've had some issues in the last week, but by and large, the service (and support) I've had from Jaguar has been better, and often FAR better, than elsewhere.

I'm also aware that a $40/month account does not leave me to be entitled to diamond-encrusted solid gold service. I consider, by and large, that the facilities provided and support offered are excellent value. If I had a complaint on support, it would be that initial responses to my last ticket felt like a brush-off, but as soon as it was escalated, the problem was addressed. It took a little time to resolve, but these things do take time.

In short, if I thought I'd get better service and support elsewhere, I'd leave. But I'm not convinced I'd do any better elsewhere, and judging by experience, I am convinced I'd be taking a serious chance I'd do far worse.

However ..... when the marketing of the VPS says "FREE Daily Backups", the inference is that there actually are free daily backups being taken, and therefore that we should be able to rely on them, certainly if the need for them is as a result of hardware failure at Jags end.

If, as another thread suggests, that come crunch time, we can't actually be able to rely on restores from those backups, then we need to know that.

If we're responsible for ensuring data is backed up, and especially if we're going to be held to account by OUR customers, we need to know exactly what level of support we'll get in situations of failure, because otherwise we don't know what risk we're running, OR what to advise customers to do to protect themselves.

The value and service offered by Jaguar when everything is running is, in my opinion, first rate. But I want to know what level of risk I'm running when the worst happens. Otherwise, I can't know what steps to take myself, or advise others to take.

[jason]

I don't work for JPC, so if I have no place responding here, my apologies.

First off, I'm sorry to hear about your troubles. As a long time (6+ year) customer of JPC I can assure you that this recent spat of server problems is far from the norm around here. I don't know what is causing it or why restores take so long, but this level of service is not typical of JPC.

If you read the JPC terms of service you will see that you are ultimately responsible for your own backups. Yes, JPC does make backups to assist in catastrophic system failures and whatnot, but JPC clearly disclaims any responsibility for your data. This is common across the industry.

"Free daily backups" has left me puzzled as well. I don't know if this refers to the system-wide backups that JPC makes to recover from crashes (to which we, as clients, have no direct access) or if it refers to the fact they provide mechanisms where you can download backups on a daily basis (through CP/WHM, VZ, etc). Ultimately, though, you should be keeping your own (off server) backups.

One thing that JPC does offer is cheap backup storage. You can get an account on a server with no web access for a few bucks a month and rsync a copy of your VPS over to it each night automatically. Since rsync only sends the differences in files the load on your VPS will be minimal and you can rest assured that you have a complete copy of your VPS ready to go if and when you need it (you can even SSH in to the backup machine and verify that all is well). Of course you don't need JPC to do this for you, either. You can just as easily do it to a home or office computer for free if you have an "always on" connection.

Just some thoughts...

--Jason

[Connie]

I'm not making light of your question, and I can't answer it. Regardless of what the blurb means I would not totally rely on someone else to backup any data that I considered important.

[JPC-Greg]

The best way to think about it is our daily backups are for our own sanity not yours. They are there so we can restore a node to working condition if something awry happens. If you need backups for your clients on occasion for whatever reason you should work that out. We do not make any promises that we will always have the data, nobody does. We do offer an extra backup service you can use that puts you in control of it all.

[saracen]

That's not an unreasonable position, and pretty much what I'd expect with a modest cost VPS.

Perhaps, though, the "Free daily backups" entry in the detail page for VPS accounts here ought to be removed. After all, if people are told they're getting it in the blurb used to promote the account, and they take out the account on the basis of that spec, it's not unreasonable for them to think they can rely on it.

Surely it would help in the management of user's expectations, and thereby reduce post-event moaning, if they weren't told they were getting something that, it turns out, they shouldn't rely on?

[jason]

I think it is one of those marketing catch 22's. Sicne everyone promotes that they offer free backups JPC has to put it on their else their service looks lacking, yet nobody guarantees their backups either, as everyone's terms of service clearly states.

--Jason

[thisisit3]

Talking about backups, my signature has a complete guide to setup your own full system backup, i strongly suggest those of you with a Dedicated or VPS system to check it out, its definitely worth implementing.