One of my client’s website running on Whogohost has been down for the past two days. I got a mail from Whogohost this morning on what I thought was impossible in 2016 from a hosting company.
Note: I run scheduled backups on the server.
I appeal to Whogohost to get the site up as it is an e-commerce site with a lot of transactional data.
See mail below.
On the 9th of August, we reported a hardware failure on one of our servers “chicken server” which has led to a couple sites on the server being unavailable.
It pains us deeply to inform you that the failure has led to the irrevocable loss of all or some files (including backups) which will prevent your site from working. We’ve traced the cause to a technical failure which was noticed too late.
Affected domain: xyz.com
We are deeply sorry and we know that there is nothing we can say or do to compensate enough for the loss of your files and information. Over the course of today, tomorrow and the next, a senior staff of Whogohost will be reaching out to you via phone to discuss/collaborate with you on possible options to get your site back online.
You have trusted us with your website, and we’ve failed you. This is the biggest tragedy and first of its kind that this company has faced in its 9 years of existence.
We have determined to invest more in backups of backups across locations to ensure that in the event of a natural disaster or unforeseen circumstances, we can still beat our chests to say you will have your site back up in no time.
We want to plead with you - do not let this shape your experience or opinion about WhoGoHost. This will never repeat itself and you can be assured of the best customer-centric services as usual.
Should you want to discuss further rather than wait for the call, you can email me, the CEO directly via email@example.com and I will be more than happy to discuss with you.
WE ARE VERY SORRY.
CEO, Whogohost Limited`
I have tried reaching them directly but no response yet.