| 29MAR05
Dear Valued Customer,
As you probably are
aware, your site may have experienced uncommonly long downtime over
the Easter weekend and since. Most hosting companies, as is the case
with Host It Now, do not control an entire data center. Instead, we
"hotel" in the data center of a large data center sourcing space to
many hosting companies. While Host It Now hosts in several different
data centers to reduce risk (the all eggs in one basket philosophy),
we did have several servers and over one thousand customers hosted
in a data center owned by Dinix.
Dinix was sold last week to
"Web Host Plus". A fact that only became known to Dinix hotelling
customers last Wednesday. Web Host Plus decided to conduct a data
center move from Atlanta, GA to New Jersey via AIR COURIER. This
migration was very poorly managed by Web Hosting Plus. Dinix
provided Host It Now Networks with a reliable network and sound
support for its budget class customers.
They assured us that
this move would be seamless, with no data loss and about cost about
8 hours of holiday weekend downtime. It is our belief that Web Host
Plus only gave three days notice prior to the move because they did
not want to loose any client base. Instead they compromised our
customer.s data, websites, and by extension, our relationship and
good standing with you, our customers.
Once the equipment
arrived in New Jersey and was installed in the racks we were looking
at about a 25 hour downtime already! Web host plus provided ETA.s
that were .far fetched. and provided phone support from a call
center that directed us to email dinixmove@webhostplus.com which
in-turn replied to us inaccurate ETA.s
It appears that
during the move, Web Host Plus did NOT move our leased servers
because they were NOT Dinix assets, but rather the data center that
provided Dinix with network and power services. SATA Hard drives
from the servers were removed and placed in Web Host Plus machines
that were NOT compatible with our SATA drives. After about 24 hours
of hard work, we were able to recover the data from all servers
except:
SLS-CE5P313.HOSTITNOW.COM . 209.152.182.8 (313)
SLS-CE5P314.HOSTITNOW.COM . 209.152.181.208 (314)
In the
time being, we have moved all users off of servers 312 and 315 to
our Atlanta facility. We are 65% complete with the move of server
316 and will work to get all users off of 311 ASAP. We will NOT
conduct business with a company who has no regard for our customers.
This could have all been prevented if Web Host Plus
performed the following:
1.) Given Dinix customers at a
MINIMUM of 30 days notice of the move.
2.) Been honest with
us... IE letting us know that they were going ship network equipment
via Truck courier instead of AIR courier as they had stated 3.) Had
the support staff to provide their new customers (Host It Now) with
honest up-to-date status so we could in turn offer you our customer
more accurate status.
4.) Had tested their server equipment with
the SATA drives PRIOR to the move.
Host It Now Networks
provides two grades of Hosting. One is business class hosting
(through the services of Confidus Group) which provides 100% uptime
with a 10 minute/month downtime window per month, with redundant
network, very low server load and free backup services. Budget class
customers receive extremely affordable hosting service on a fast,
but non-redundant network and .self-serve. backup. This is for
personal (Non-business) websites. There will always be more risk
hosting with the budget class plans. This data loss was avoidable
because all budget class services were working properly prior to the
move.
While we know that this has been an inconvenience to
you (in some cases severe), we are prepared to offer you two free
months of hosting and will restore any of the backup archives that
you may have created from the .self-serve. backup utility within
cpanel.
To have us setup a new account for you, please go
to:
https://hostitnow.com/2monthsfree.php
Sincerely,
Tim Rice
Host It Now
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