Quote:
Originally Posted by jc8654
For those who have customers who have been complaining about the hosting, you could offer them a free months hosting or something similar to compensate them and explain measures are being put in place to ensure it doesn't happen again.
Although unfortunate this did happen, I know some hosting companies (I've been with them) who would have taken way longer to sort this and would have just turned round and gone: "Well tough luck. Read the T&Cs". They would have also taken an awful lot longer to get everything back up online as it was a major problem.
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It could have been worse, the following occurred with a previous host I used for a short time...
One of the servers died, according to them neither the main drive and backup drives were recoverable. As a result they told (via their forums) that affected customers had to contact the accounts department to get their accounts reinstated. As far as I can tell those affected lost everything, though I believe they had sent off the drives somewhere in an attempt to recover contents. When asked by customers why they didn't back up their servers to tape drive or similar, they said they weren't able to due to security reasons and cost, though from speaking to someone in theory they could have backed up over network. They stated that it was the customer's reponsibility to make their own backups, pointing to the T&C. I can't recall off-hand whether any refunds (full or partial) were given, though I've a feeling none were.
...though I wasn't on the affected server it was why I ended up changing hosts. Personally I think eUKHost have handled the situation well. Certainly far better than in the example I gave.