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  1. #1
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    JaguarPC: site destroyed - Tech's mistake

    Greetings,

    This following was a very nasty surprise from JaguarPC. The sequence of events:

    1. One of the sites hosted at reseller account at JaguarPC started to consume too much CPU resources and traffic. JaguarPC offered me to transfer the domain to semi-dedicated (SDX) account. The transition went smoothly, thanks to the company.

    2. After a while, the site is not causing much traffic and I requested to put it back to the reseller's account. I was asked whether I understand that if the site starts consuming resources again, it will again be disabled. I confirm the transfer and the site is moved back. Everything's fine.

    3. I request SDX version of that site to be canceled. I checked that twice - I requested SDX version, no error there.

    4. Today when i tried to make use of a very important mailing list hosted at the site, I found it missing. After several exchanges with Support I am told a Tech has deleted both the SDX and reseller-hosted versions of the site.

    Currently they are looking for any backup of the site. Chances are the site has gone forever.

    Yes, anyone can tell me I should have done ten backups a days and keep them in ten different places and so on. The last thing I expected was the hosting provider thoroughly destroying the site.

    To be honest, I feel nervous currently about all my sites at JaguarPC. This one will cost me very much, in all senses, and if any other is gone due to the similar disaster, I can be in real big trouble.

    Waiting for the end of their quest for backups. I would also be glad to contact that Tech and personally thank him for this.
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  2. #2
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    Quote Originally Posted by masterbo View Post
    Yes, anyone can tell me I should have done ten backups a days and keep them in ten different places and so on. The last thing I expected was the hosting provider thoroughly destroying the site.
    Let me do that then. Always make backups and don't trust others to do them for you. And even if the host would make backups, there are always other reasons that can cause data loss. Billing issues, human mistake...anything can happen.

    Sad that this happened but if you host important data you should make backups yourself. I am guessing you are backupping your others sites as we speak? If not: Do so now.
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  3. #3
    mistakes can happen each and every time a human touches something.

    - tech obviously shouldnt have deleted both sets of data, I am sure it wasnt done on purpo
    - you, as you know, should have had your own backups before getting sites moved around, etc

    on the positive - good for them for admitting their issue. The real litmus test will be to see if their backups are good. If they are able to restore this for you, then you should thank them, forgive them and move on. If no backups are available, well, that then becomes a tricky one. I would assume Jaguar has some decent backups in place...
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  4. #4
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    Quote Originally Posted by Xandrios View Post
    Let me do that then.
    Oh yes, you are most helpful. I do the backups for other most important sites daily and advise my customers to do those as well.

    In this particular case it was the only site I have no recent and valid backups for.
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  5. #5
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    First of all, I feel sorry for your loss, unless they find a backup you probably have lost it forever (you might find back parts of it on www.archive.org if you are lucky.

    Mistakes can be made and this is a very sour way to find out.

    As you mentioned already (but its to late now), you should have had backups yourself, transferring sites, canceling sites and the lot are tasks where if one mistake is made your site might be gone forever, personally i would expect them to first make a backup of the site before they cancel a clients website, and keep it for at least a week (and tell the customer, so no data is kept without the customer knowledge).

    I would advise any one having a site to keep your own off-site backups, if you do not know how to do this, ask your host for advice, or find another one to do this for you.

    Hope others did learn from your post and make sure they got off-site backups as well.

    Hope they find a backup, because i believe their accounts do have backups included.
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  6. #6
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    Quote Originally Posted by CartikaHosting View Post
    mistakes can happen each and every time a human touches something.
    Yes, let's see whether there are any backups from their side.
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  7. #7
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    Quote Originally Posted by 040Hosting View Post
    First of all, I feel sorry for your loss, unless they find a backup you probably have lost it forever (you might find back parts of it on www.archive.org if you are lucky.
    Thank you. I doubt the mailing list was archived there, and/or other site's DB contents.

    It's Murphy's laws in action - it was the only site I have no recent backups of.
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  8. #8
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    Learn from your mistakes, backup frequently.
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  9. #9
    Sorry to hear about this, masterbo. I hope you'll be able to recover data, if not from JaguarPC's side!
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  10. #10
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    Quote Originally Posted by Henrik View Post
    Sorry to hear about this, masterbo. I hope you'll be able to recover data, if not from JaguarPC's side!
    Thank you. I have no other choice anyway. Apart from having many backups a day, I will also create a secondary mailing list on a more reliable hosting.
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  11. #11
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    A good way to get alot of text back is by using Googles cache. Just search for your site and click on "Cached" to view what Google has stored from your site..
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  12. #12
    Quote Originally Posted by diligent View Post
    A good way to get alot of text back is by using Googles cache. Just search for your site and click on "Cached" to view what Google has stored from your site..
    Wouldn't work with databases etc though.
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  13. #13
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    Best way to manage a site.

    Setup a local server at your house with your own DNS server and set ".loc" or other custom tld version of your domains. Host the sites on your server in a functional way. When you do a change do it on that server (you could map a samba share to make it easier) once it works upload the changes.

    That leaves you only having to do regular mysql backups of your host.

    And of course do local backups of the home server.
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  14. #14
    For a busy database, replication would probably be the best choice, imo of course.

    Why use Samba shares when there is the brilliant Rsync?
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  15. #15
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    Well locally to actuall do the work on the site its easier. You can just map it to drive H or whatever and work directly on the files.

    For backups then yeah rsync works. A script can do a mysqldump then it would be part of the rsync backup along with rest of data.
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  16. #16
    A mysql-dump wouldn't work well on a busy database as it would slow down the entire sha-bang (no pun intended) too much. (Thus I mentioned replication)

    "Mapping drives" etc is something that can be done on a later stage when the actual backup routine is in place. (Who said the OP was running windows btw?) As far as the static data goes, rsyncing to a service like BQ Internet would work well.
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  17. #17
    *Sigh* Well apparently you knew the keep your own backups rule and you still broke it, hopefully you learn this time.
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  18. #18
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    Now that's a bit of an unexpected boo-boo. As they say though, errare humanum est. Let's hope for good news regarding those backups they make.
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  19. #19
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    Conclusion: there were no actual backups. Only the one months old - no mailing list, nothing left of the last site state. And the Support person insisted that there were no mistake in deleting both sites (that contradicts the last support ticket where we've discussed what exactly I need when returning the site back to its reseller hosting).

    I like it.
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  20. #20
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    Quote Originally Posted by Red Squirrel View Post
    Best way to manage a site.

    Setup a local server at your house with your own DNS server and set ".loc" or other custom tld version of your domains. Host the sites on your server in a functional way. When you do a change do it on that server (you could map a samba share to make it easier) once it works upload the changes.

    That leaves you only having to do regular mysql backups of your host.

    And of course do local backups of the home server.
    The files/DB are easy to replicate that way. The Mailman mailing lists aren't, alas.
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  21. #21
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    Quote Originally Posted by Red Squirrel View Post
    Well locally to actuall do the work on the site its easier. You can just map it to drive H or whatever and work directly on the files.

    For backups then yeah rsync works. A script can do a mysqldump then it would be part of the rsync backup along with rest of data.
    I do Cron-based backups of DBs, no problem with that. I keep week's collection of backups and do copying them daily.

    What was lost are Mailman lists archives and subscribers base. I have no easy way to copy those, it seems, in the easily restorable format.
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  22. #22
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    Quote Originally Posted by ldcdc View Post
    Now that's a bit of an unexpected boo-boo. As they say though, errare humanum est. Let's hope for good news regarding those backups they make.
    No wonders this time. The backup was so old, it had no mailing list I needed. Tough luck.
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  23. #23
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    Yes, I take as further proof that relying in any way on someone else to take care of your data is risky at best. Hopefully, others will learn from your experience, and not find themselves in the same inextricable position you're in right now.

    You have my sympathy!
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  24. #24
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    Quote Originally Posted by ldcdc View Post
    Yes, I take as further proof that relying in any way on someone else to take care of your data is risky at best. Hopefully, others will learn from your experience, and not find themselves in the same inextricable position you're in right now.

    You have my sympathy!
    Thanks. Now I'm quite busy reviving everything lost, thanks to everyone for (obvious) wisdom.
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  25. #25
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    I'm not sure if anyone else already said this, but they're home page says their servers are backed up. See if they can restore your site. Otherwise, it's the classic no-backup case, sorry about that.
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  26. #26
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    Hey man, sorry for your loss. That sucks. Anytime you ask the host to meddle in your site's data, please remind yourself to do a backup JIC. It's easy to forget until you learn the hard way which has happened to me a couple years back.
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  27. #27
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    Hello,

    Please get in touch with me regarding this, we recently purged a few trouble makers we havee been dealing with for some time now, prone to DDOS and ignoring our requests to upgrade off of shared services to ensure maximum efficacy to all clients, as long as you weren't in that group I should be able to assist you. In light of what I said, you cant use 40-60 % of a 8 core cpu and expect to pay 20-35 a month for it, ain't gonna happen folks and it reaches a point where after they ignore you for a month action must be taken.

    -Nick

    I am always here to help just get with me when these things happen
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  28. #28
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    Quote Originally Posted by masterbo View Post
    Greetings,

    This following was a very nasty surprise from JaguarPC. The sequence of events:

    1. One of the sites hosted at reseller account at JaguarPC started to consume too much CPU resources and traffic. JaguarPC offered me to transfer the domain to semi-dedicated (SDX) account. The transition went smoothly, thanks to the company.

    2. After a while, the site is not causing much traffic and I requested to put it back to the reseller's account. I was asked whether I understand that if the site starts consuming resources again, it will again be disabled. I confirm the transfer and the site is moved back. Everything's fine.

    3. I request SDX version of that site to be canceled. I checked that twice - I requested SDX version, no error there.

    4. Today when i tried to make use of a very important mailing list hosted at the site, I found it missing. After several exchanges with Support I am told a Tech has deleted both the SDX and reseller-hosted versions of the site.

    Currently they are looking for any backup of the site. Chances are the site has gone forever.

    Yes, anyone can tell me I should have done ten backups a days and keep them in ten different places and so on. The last thing I expected was the hosting provider thoroughly destroying the site.

    To be honest, I feel nervous currently about all my sites at JaguarPC. This one will cost me very much, in all senses, and if any other is gone due to the similar disaster, I can be in real big trouble.

    Waiting for the end of their quest for backups. I would also be glad to contact that Tech and personally thank him for this.
    masterbo, I do not know how long you have been with JaguarPC, but you will find that things like this are somewhat common occurrences. I had issues with JaguarPC when I had hosting with them awhile back. To make a long story short: I wanted to upgrade - and they kept dragging their heels! Finally, my site did exceed its allotted resources, and they closed the account because of this, and told me I had chosen not to upgrade. A very hellish experience - probably my worst ever in the years I've been in the hosting industry.

    I am very sorry to hear of your trouble.
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  29. #29
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    In light of what I said, you cant use 40-60 % of a 8 core cpu and expect to pay 20-35 a month for it, ain't gonna happen folks and it reaches a point where after they ignore you for a month action must be taken.
    I'd say that the CPU usage dispute was the minor reason why the OP started this thread..
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  30. #30
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    First, let me extend our apologies. This caught my eye because I'm the one who removed the SDX and I know I didn't touch the reseller account. So I did a bit of investigating.

    Whenever our support migrates an account from one server to another they need to then go back a few days later and terminate the account from the original server.

    In this case, the move was to SDX then back was within the same month. So the tech who did the move from Reseller > SDX was still going off his records that the account was moved from reseller > SDX and could be terminated from the reseller account. Obviously not realizing it had been moved back to the reseller account.

    This was indeed a human error and we sincerely apologize.
    ~Tracie
    JaguarPC.com
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  31. #31
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    The last update is this: the Technical Support Manager, Rizwan Z., analyzed the situation and confirmed that it was their tech's mistake. He's apologized and told he'll make sure there will be no such mistakes in the future.

    The data have been restored, mostly. This site has been also included into regular backups sequence. I am looking for a 'backup hosting', JIC, as I was advised.

    I suppose this is the end of story.
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  32. #32
    Sorry to hear that this has happened, I hope it can be fixed.

    - JoeCox406
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  33. #33
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    Quote Originally Posted by Jag-Nick View Post
    Please get in touch with me regarding this ...
    You see, it wasn't the switch to higher hosting plan that begot the problem. When the site started to gobble too much resources, I was advised to upgrade and I confirmed the upgrade. No problem with that.

    Anyway, the site has already been restored as thoroughly as possible out of my own archives.
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  34. #34
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    Quote Originally Posted by JPC-Tracie View Post
    First, let me extend our apologies. This caught my eye because I'm the one who removed the SDX and I know I didn't touch the reseller account. So I did a bit of investigating.
    Thank you for explaining the reason for the mistake. Anyway, I think the approach "How to fix" is more productive than "Whose fault is this".

    Well, it was a good reason to check whether I do all the backups myself and fill the gap in cases where I didn't.

    All the best,

    Konstantin
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  35. #35
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    Quote Originally Posted by masterbo View Post
    Thank you for explaining the reason for the mistake. Anyway, I think the approach "How to fix" is more productive than "Whose fault is this"
    I agree. We're working on it. This isn't a common mistake, thankfully.
    ~Tracie
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  36. #36
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    Closed by request.
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