Backups [resolved]

[virp]

Hello.

My post is devoted to Ticket #DED-3416153.

I've requested to restore some cPanel backups.
Created a list with accounts I need to be restored.
Provided URLs to folder and backup names for them.
This folder contained other backups, which were not in the list I've provided.
Result: all backups from this folder were restored.
Thus, one account was overwritten with another backup of the same username, which contained different files from another server and it was NOT is the list. Why did the restore it??
Plus, some account were overwritten with OLD backups (they were not in the list, too), some domain names became duplicated (e.g. was domain.com, became domain.domain.com .... ), I tried to explain staff that they've incorrectly completed my request, seems that they read client's posts EXTREMELY inattentively, as a result, VERY IMPORTANT data was lost.

The answers from the staff were:

The only accounts there were restored where the accounts that you provided the cPanel backup's for.

Nice, isn't it?? So they didn't read the LIST I have provided SPECIALLY for them, they just restored ALL accounts from the directory.

How would you rate the above person's overall attitude, knowledge, and level of expertise? I'll rate this -99999.999

This was the last answer from staff in this ticket since 5:11 PM | Jan 30, 2009

I am very angry and disappointed by the way almost all staff works.
Moreover, they have deleted backups from this folder after they've restored some accounts I don't have the copies of them.

So I want all my data back (I don't know how someone can do it- you've deleted, you must restore, this isn't my problem).

And I'm wondering how could such good company take for work of such people?

If the staff is facing with great amount of tickets per day, increase the amount of staff! But these excuses as this are not admissible in such business like hosting.

So, I'm waiting for Administartion's comments and answers.

[GatorDHanna]

Hello,

I checked into that ticket and I apologize for the inconvenience. Our transfer

First of all, I've escalated that ticket to our senior administrators. They should be able to check into what happened further and let you know what they find out. If we acted incorrectly, we will obviously do whatever we can to ensure that we fix any mistakes made. Even if we didn't act incorrectly, we will of course do whatever we can to help you to ensure your sites are working as expected.

I do see you sent a request asking us to restore a large number of backups (probably 30+) and that might have caused some confusion. We did check into the history and did not see any record of us restoring an account you reported a problem with.

I'm going to see what our system administrators find out and hopefully that will provide us with more information about what needs to be done next. We will do whatever we can to get the issue taken care of.

Thank you for your patience and your understanding.

[GatorDHanna]

I followed up on your ticket and noticed that your last response was positive ("ALL works. Thanks."). Is there anything else we can help you with?

Thanks again for your patience and understanding.

[virp]

Thanks for help. ALL works correctly. Thanks.

[GatorDHanna]

I'm glad to hear that. Thanks for the update!