We have just received the info that one of our nodes in Kansas City has been terminated due to some of our clients sending to many spam mails via softwares hosted on their VPS servers. We contacted the DC and we are working with them to get the server either back up and running or at least to move the files
Update#1 @ 18:43h: The DC staff refuses to answer any our requests so we are most likely left alone with this problem. We are working hard on solution for our customers. Once again , we deeply apologize for this problem. More update will come soon...
Update#2 @ 23:15h: Update: We are left with no answer from the DC if we can either get the server back up and running to transfer client files.
In the meantime, while we wait we already have plans what to do next:1. Clients will be transferred over to a new New York City node with 4x500GB drives with RAID10.
2. Our tech is working on backup solution for this to recover the loyalty from our customers, after all this is fiasco at our end caused by our DC. I do not have the info will we make it as free addon or make it as paid addon ( if so, probably symbolic 1-2$ for backup option ). This should be effective in this week or in next week at latest.
3. Once we transfer the client over to a new node we will re-send new server and IP details.
4. In the end, after both above plans are covered we would decide about what kind of compensation to give the clients, if any, after all you did loose the server files ( it's not 100% sure as we are still waiting for DC reply but we have no other option that to act fast and make something for our customers instead of waiting ). I know all of clients on this node are frustrated and we do understand this, we have and never had any intention for this as it is not good for our reputation as serious hosting company.
Once again, I deeply apologize in behalf of PieLayer and myself for this fiasco but please have understanding that we were not obliged to do any backups by per our ToS. As this is the second time big problems are happening to us I have demanded review of our ToS so we will be offering the backups either as free or as symbolic paid addon.
If there is anything else we can help you with, please submit ticket.
Also we fully understand if you will not continue to have your service with us but like I wrote above, we have learned something from this ( in harder way unfortunately ) and we will take all precautions in future for this not to happen to us neither to you as our loyal client.
18/12/2013 @ 14:50h: We are preparing the SSD node and installing the virtualization on it. Once that is done we will start with creation of VPS services and details will be sent to the clients ( server IP and login data ). More updates will come soon..
18/12/2013 @ 22:50h :: We have moved few of our customers to new vps servers and sent new server details. Working on others..
18/12/2013 @ 23:33h :: We have full capacity on this node, we are already working on new node to setup it and transfer other clients there. It will take us 3 hours to install necessary software and to proceed with VPS server setups. We understand that you are frustrated with downtime but please bare with us.
19/12/2013 @ 15:01h:: OpenVZ and SolusVM sucessfully installed. We are left with about 45% VPS's to be created. Installation process has been started.
19/12/2013 @ 19:27h:: All VPS servers are re-created and details sent to customers.
If there is some problems or something is missing please submit ticket!
Haris Pajalić.
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Owner, PieLayer Hosting Solutions.
Tuesday, December 17, 2013
