Shocking service. I have had a vps with slhost for over 5 years and I can safely say through all the different owners SoftCom are by far and away the worst. Their level of support is breathtakingly bad and about as opaque as lead.
Long story short the node they say the node my vps is on is being Ddos'd. The server has been down for days now and basically they have no-one I can talk to to get a resolution, eta, anything. I get to speak to level 1 fail support who has one button - escalation - and that is all. I'm pretty disgusted with this service and have already brought up a server with SolarVps ready to move all my sites. So I ask SoftCom to do whatever it takes to get my sites off the server so I can ditch this horrendous organisation and of course they cannot even do this.
The BIGGEST shock I have is the total failure to provide an ETA at any time and the complete lack of interaction or understanding of a customer need.
Best of luck, But from your post I doubt you are going to get your data back and it seems they have lost it.
It's why I always tell everyone to do a back up on there stuff them self's also as it would always save you the trouble incase of problems like this. I'm sorry this happen to you, and I do hope they are able to provide you what you need!
It's a shame to see a upset client. I wish you the best luck!
FusionNET Solutions OpenVZ & XEN VPS available in US & UK. IRC & AdultAllowed, RDNS Control, 24/7 Helpdesk, VPN Ready, Native IPv6 Ready!
I don't believe I will lose the data - this does look like a straightforward ddos of the box. The bit I'm struggling with is why they can't bring the box up offline and get the files off it so I can go about my business. The problem is firmly with the structure of slhost/failcom as one team does not seem capable of getting the other team to do what the customer is asking for. It's very very poor. SlHost used to be pretty good too.
DDOS' can be a painful thing! Especially with advanced attacks and the high costs of protecting networks. I wouldn't throw them out in the mud to quickly without checking some logs. No provider likes a DDOS attack and generally speaking most clients can expect minimal downtime when such an attack occurs. However how the provider handles it is very transparent way to see the expected longevity of your relationship with them -- at least in my opinion.
█ www.BigScoots.com - Experience the Difference, Ride With Us
█ Specializing in VPS and Shared Hosting | Free Server Migrations
█ Fully Managed | RAID10 Dual Quad Core Systems
█ REAL 24/7/365 US Based Support | 99.9% Uptime Guarantee