Brief overview for those that did not see the previous thread.
On, or about 20 June 2001, the Internet presence site for a local newspaper was failing to connect to it's mySQL database. HostWay support was contacted and stated that they would get on matters right away and call back once the problem was remedied.
Later that evening, a call was received from HostWay that stated the Site was fully functional again. We checked the site and it appeared in working order.
The night of the 20th, we attempted to add the days news to the database and were greeted with many errors. Upon checking the database using phpMyAdmin, which is a php based mySQL front-end, we noticed quite a few garbled characters in the database. Upon further checking we saw that the user tables, editorial tables, as well as quite a few other tables were corrupted.
We contacted HostWay and requested a restoration from back-up, as they state that they make nightly backups. They asked that we drop the database, clear out the /www directory and they would preform a full restore. When asked how long the restoration would take, we were informed no more than 12 hours, and if it would take longer, they would contact us.
48 hours later, we contacted them and asked what the problem was. They stated that their backups were off-site and their sysadmin had been made aware that the restoration needed to be done. They agreed to send a second message to the admin. The phone conversation was followed up by an electronic mail message verifying all that was covered on the phone. They replied later that day by stating that they were searching for the backup and would notify us once it was complete.
Today, 06 JUL 01, HostWay support was again contacted and we were informed, oh, ever so sorry, but the data you need has been overwritten. Needless to say, I blew my top totally. They had restored the database but fully neglected to restore the /www directory that they told us to rm.
Hostway stuttered and stammered for a while and came up with the genius idea they they would offer 6 whole months of free hosting for their error. The 6 months of free hosting does not even come close to the cost that needs to be paid to a developer to re-design the front end, nor does it cover the loss-of-face experienced by the newspaper by not only their advertisers/clients, but also their customers.
Does anyone have any reccomendations of what can/should be done in this matter?
On, or about 20 June 2001, the Internet presence site for a local newspaper was failing to connect to it's mySQL database. HostWay support was contacted and stated that they would get on matters right away and call back once the problem was remedied.
Later that evening, a call was received from HostWay that stated the Site was fully functional again. We checked the site and it appeared in working order.
The night of the 20th, we attempted to add the days news to the database and were greeted with many errors. Upon checking the database using phpMyAdmin, which is a php based mySQL front-end, we noticed quite a few garbled characters in the database. Upon further checking we saw that the user tables, editorial tables, as well as quite a few other tables were corrupted.
We contacted HostWay and requested a restoration from back-up, as they state that they make nightly backups. They asked that we drop the database, clear out the /www directory and they would preform a full restore. When asked how long the restoration would take, we were informed no more than 12 hours, and if it would take longer, they would contact us.
48 hours later, we contacted them and asked what the problem was. They stated that their backups were off-site and their sysadmin had been made aware that the restoration needed to be done. They agreed to send a second message to the admin. The phone conversation was followed up by an electronic mail message verifying all that was covered on the phone. They replied later that day by stating that they were searching for the backup and would notify us once it was complete.
Today, 06 JUL 01, HostWay support was again contacted and we were informed, oh, ever so sorry, but the data you need has been overwritten. Needless to say, I blew my top totally. They had restored the database but fully neglected to restore the /www directory that they told us to rm.
Hostway stuttered and stammered for a while and came up with the genius idea they they would offer 6 whole months of free hosting for their error. The 6 months of free hosting does not even come close to the cost that needs to be paid to a developer to re-design the front end, nor does it cover the loss-of-face experienced by the newspaper by not only their advertisers/clients, but also their customers.
Does anyone have any reccomendations of what can/should be done in this matter?
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