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202 posts

Master Geek


  #826796 28-May-2013 09:02
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Wow, can barely believe what I'm reading here, that's pretty bad!

15436 posts

Uber Geek


  #827035 28-May-2013 13:56
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timmmay: That's appalling, just unacceptable service, and the lack of backups is inexcusable. If they had a disk outage what would they do, ask all their customers to recreate? Telecom corporate really need to be made aware of this, or go to the telecommunications commissioner if they ignore you.

I don't think anyone could reasonably have predicted that transferring a domain would cancel hosting. I've transferred plenty of domains between hosts and it's never happened.


It is probably a good reason to host both independently from one another. What is more surprising is that noone from telecom has posted trying to help the OP.

 
 
 
 


2414 posts

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  #827060 28-May-2013 14:20
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Just sitting next to someone who used to work in the team responsible these systems, he said this sounds like someone is just not wanting to get the backups from tapes as they do take backups. Or at least did in the past.


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Uber Geek


  #827093 28-May-2013 14:59
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timmmay: That's appalling, just unacceptable service, and the lack of backups is inexcusable. If they had a disk outage what would they do, ask all their customers to recreate?

I am aware of at least one host that does stop backing up if you have more than a certain number of files in the account, they exclude it from the backups. This is all in their fine print, which many people don't read. I presume when they have a server failure, the cusomter would have to reupload all their data back onto the server.

15436 posts

Uber Geek


  #827103 28-May-2013 15:08
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insane: Just sitting next to someone who used to work in the team responsible these systems, he said this sounds like someone is just not wanting to get the backups from tapes as they do take backups. Or at least did in the past.



I am sure they do backups. Infact I would be surprised if the data had been deleted. I think it is just the DNS settings that were deleted, so that their servers know that the domain is hosted elsewhere. They probably just need to add back the www records.

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  #827170 28-May-2013 16:26
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mattwnz: I am aware of at least one host that does stop backing up if you have more than a certain number of files in the account, they exclude it from the backups. This is all in their fine print, which many people don't read. I presume when they have a server failure, the cusomter would have to reupload all their data back onto the server.


My host does that, and I only found out recently because of a post here on GZ - possibly yours. They didn't even warn you about it, but it is in the control panel if you look. You can set up notifications, if you know to look for them.

I had 110K files on the system, with a little work I took it down to 57K. Problem solved.



428 posts

Ultimate Geek

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  #827217 28-May-2013 17:44
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I am sure they do backups. Infact I would be surprised if the data had been deleted. I think it is just the DNS settings that were deleted, so that their servers know that the domain is hosted elsewhere. They probably just need to add back the www records.


It would be wonderful if this were true but try as I may I can't get the call escalated to anyone who can/will help.

I would love it if one of the Telecom GZ's would offer some help.

Meanwhile the original developers of the site are bending over backwards to help, unfortunately they didn't have a copy of the site either, but the have managed to mostly recreate it from the wayback machine.

 
 
 
 


15436 posts

Uber Geek


  #827220 28-May-2013 17:53
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MackinNZ:
I am sure they do backups. Infact I would be surprised if the data had been deleted. I think it is just the DNS settings that were deleted, so that their servers know that the domain is hosted elsewhere. They probably just need to add back the www records.


It would be wonderful if this were true but try as I may I can't get the call escalated to anyone who can/will help.

I would love it if one of the Telecom GZ's would offer some help.

Meanwhile the original developers of the site are bending over backwards to help, unfortunately they didn't have a copy of the site either, but the have managed to mostly recreate it from the wayback machine.


Have you asked them for a deadlock number, so you can take it to the TDR? They should help in this type of situation, as it also covers small businesses according to their website. What are they actually saying to you. Escalate, escalate, escalate, until you speak to someone who knows.

1948 posts

Uber Geek
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  #827284 28-May-2013 20:01
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MackinNZ:
I am sure they do backups. Infact I would be surprised if the data had been deleted. I think it is just the DNS settings that were deleted, so that their servers know that the domain is hosted elsewhere. They probably just need to add back the www records.


It would be wonderful if this were true but try as I may I can't get the call escalated to anyone who can/will help.

I would love it if one of the Telecom GZ's would offer some help.

Meanwhile the original developers of the site are bending over backwards to help, unfortunately they didn't have a copy of the site either, but the have managed to mostly recreate it from the wayback machine.


I would help but I don't deal in the hosted services which I think Gen-I manage.

If you send me an email pl at telecom.co.nz I will see what can be done... But I am *very* busy right now so I will see what can be done.

UPDATE: I have found someone in Telecom Business Hub who can help, just need the OP to contact me :)

3124 posts

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  #828354 30-May-2013 15:47
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mattwnz: No, you should be able to escalate it to their management. Otherwise ask for a 'deadlock number' from their call centre, and go to the TDR, at www.tdr.org.nz to see if they can do anything.

It didn't sound like you were in the position to backup, were you? Were you also looking after the website?

Surprised that the telecom people who did reply to this thread , didn't look into this.


Depends how large the client in question is.  If they're 20 employees or more, then you're out of luck and TDR aren't interested.

15436 posts

Uber Geek


  #828358 30-May-2013 15:54
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Kyanar:
mattwnz: No, you should be able to escalate it to their management. Otherwise ask for a 'deadlock number' from their call centre, and go to the TDR, at www.tdr.org.nz to see if they can do anything.

It didn't sound like you were in the position to backup, were you? Were you also looking after the website?

Surprised that the telecom people who did reply to this thread , didn't look into this.


Depends how large the client in question is.  If they're 20 employees or more, then you're out of luck and TDR aren't interested.


That is true, the OP didn't say how big the company is. Many companies though would fall into that category, as NZ is made up of small businesses.

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  #828365 30-May-2013 16:04
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I've asked someone, who knows someone, to get someone else to take a look :P

Hopefully the message will make it :)



428 posts

Ultimate Geek

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  #828419 30-May-2013 18:07
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plambrechtsen: UPDATE: I have found someone in Telecom Business Hub who can help, just need the OP to contact me :)


Sorry for the delay, e-mail on its way to you.

374 posts

Ultimate Geek


  #829419 1-Jun-2013 21:48
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Hopefully have some good news for you MackinNZ, have found a back-up from the 18th May & in process of getting it restored ... plambrechtsen has the details

.. will need to verify on Tuesday though ... for peace of mind ...




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1252 posts

Uber Geek


  #829423 1-Jun-2013 21:52
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That must be a huge relief to the OP and well done to telecom for going above and beyond to get this data back.

Sounds like a positive resolution.

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