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Softlayer deletes 250GB archived disks we paid them for...

Thecus 4100+ - NAS shipping defected in and out >>
Fri, 01/04/2008 - 15:59 — Christoph C. Cemper

Just when you thought you’re a happy client, something like this comes along…

In December we noticed our Archive storage went down to about 66% of original space used and asked Softlayer.

What we got back was that they were WELL AWARE that their raid arrays were broken, so they simply disconnected us,

moved the data that was left to a new array … well….

and told us end of December that “due to the nature of failure” all data was lost, and they took measure for that not to happen again.

WTF?

Why do we pay web hosters for redundant near-online storage if they then get rid of it that easy?

What is your solution for keeping long-term near-online storage ?

i.e. years of worthy logfiles, database backups, etc. ?

Let me know!

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Fri, 01/04/2008 - 21:58 — Christoph C. Cemper
Christoph C. Cemper's picture

--- response from SL

--- response from SL ---

Once again, we are sorry for the inconvenience that this has caused.

We did identify the customers that were affected by this, and I am currently looking into what happened in regards to the notification for the affected customers.

As to the nature of the reason for the loss, James went into detail explaining everything that happened in the forums, you can refer to this post http://forums.softlayer.com/showpost.php?p=23190&postcount=8 for everything, but in short multiple disk failures while the raid was rebuilding caused the array to become completely unusable.

As to what is the StorageLayer, and the suspicious timing of the events. We were already in the process of migrating all of the stand alone nas machines into the new system before the collapse of nas02. What we are doing is moving from the stand alone nas boxes into a clustered environment backed by our SAN. This will allow us to scale and protect the system in ways that were not available previously, the post that James made on the forums will explain how.

We do understand your frustration and will look into what we can offer to help ease your pain.

Jacob Linscott
Director, Unix Systems

-----

Tue, 02/26/2008 - 18:09 — Christoph C. Cemper
Christoph C. Cemper's picture

Very funny... The ticket

Very funny...

The ticket concerning our outage and MASSIVE DATA LOSS 2 months ago has just been auto closed, which is not funny after we've been waiting for a response for 2 months now.

We have been waiting for some offer to "ease our pain", but so far nobody, including the mentioned Director Scott did get back to us for 2 months now :-(

Now that's not easing our pain softlayer!

Mon, 03/03/2008 - 15:30 — Christoph C. Cemper
Christoph C. Cemper's picture

loss of 70 GB historical archives worth $100

Softlayer offered to issue a credit for the NAS for a month, which is $100.

This means they value our data loss of over 70 GB historical archives
with a cheap $100 ... now I cannot take that offer serious. In fact I think
it's an offense to offer such a low amount for that amount of data,
given that we also host with them for 1,5 years for about $1.5 / month

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