This afternoon we contacted Verio to recover a file that was lost while we were writing some CSS. We don't recommend Verio as a hosting company, but one of our clients was already set up with them.
Communication with customer support is a frequent problem and often times as web developers we don't have access to credentials to deal directly with hosting companies. As a result we try and get as much information as possible from them so we can give our clients a clear set of tasks to do with the hosting company. Below is an example of a chat transcript showing how we fight to go the extra mile to make sure we aren't making our clients spend any more time then they have to!
For web searchers this also will give you insight on how Verio does backup and recovery. We recommend Bluehost because with Bluehost it is free and simple to recover you backups. At the bottom of this article we will display the command line method of simple file recovery for Bluehost!
The Chat Transcript
Josh : How do I recover a file from my nightly backup?
Josh : I just have FTP access, is there a folder the backups are put in?
Kresta : Thank you for contacting Web Hosting Customer Care.
Kresta : Hello, Josh.
Josh : Hi Kresta
Kresta : I understand that you want to know how to recover a file from your nightly backup, is that correct?
Josh : yes
Kresta : I will be glad to assist you with your inquiry.
Kresta : Before we start, may I please have your full name?
Josh : Joshua White
Kresta : Thank you. Please give me a moment while I pull up your account information, Josh.
Josh : Sure
Kresta : Thank you for waiting.
Kresta : I apologize for any inconvenience; however, I am unable to find any account under your name and will be unable to provide you further support.
Kresta : If you know the person who has an account with us, they would need to call in and add you to their account.
Josh : Ok, so I have ftp access to the web server. I can't just go to a folder with the nightly backups?
Josh : Is it something I have to request from you guys?
Josh : If so I'll contact XXXXXX XXXXX and she will contact you guys
Kresta : I understand this is frustrating. With a recent change to our Authentication policy, we will be unable to access any account without the account owner`s name or account contact. At this time, I was unable to locate any account with your name listed.
Josh : ok, thats fine
Josh : at least then work with me to make sure I get the request phrased properly to my contact there
Kresta : I apologize. Even if you provide a different name that might possibly have an account with us, we can only provide support to customers who are currently listed on any account. We`re unable to provide further support because your name is not associated in any account.
Josh : I don't need you to do anything with the account
Josh : I need you to tell me how the file recovery process works there so I can get the right information to the person that owns the account
Josh : Otherwise I will just be wasting my, your, and their time guessing what I 'm supposed to tell them
Kresta : We can retrieve your backups through a restoration process but it has a charge.
Josh : ok. So I need to contact XXXXXX, who in turn needs to contact you guys, and then you can recover 1 file for a fee?
Kresta : The process to recover a file is via restoration.
Josh : Can I do the request with the cpanel online? Or does she need to call in?
Kresta : I apologize but I am unable to provide you any support or any account information because I was unable to pull up any account with your name listed.
Josh : Does my contact that has the information need to call in or can file recovery be requested VIA CPanel?
Kresta : If you know the person who has an account with us, they would need to call in and add you to their account.
Josh : thanks!
Kresta : Is there anything else I can assist you with aside from this?
Josh : Nope, I'm contacting the client. Thanks for the info
Kresta : Should you need further help, feel free to contact us. Thank you for contacting web hosting Customer Care. Have a nice day!
The Support Sage Continues
The client contacts Verio by phone
After this conversation I called my client and passed on the instructions and the file location of the file we were looking to recover. She let me know she would call them right away and get right back to me. About 45 minutes later she called me back and informed me that they were asking her technical questions she couldn't answer. She said she authorized me and my email on the account to call myself. After about 20 minutes of this process the support rep was still giving her trouble. Eventually the call got disconnected.
I contact Verio by phone.
I call Verio and the support rep states that I am not verified and that they can't help me. I request a supervisor and am promptly hung up on.
I contact Verio by phone, again.
I call Verio back and inform Jasper that I need a direct connection to a supervisor because I was hung up on. I also asked for his employee or call center ID number which he refuses to provide. After about 2 minutes of telling me he needs to verify me he puts me on hold to 'find' a supervisor. 15 minutes later he picks up the line, asks me for a call back number. Hold for another 5. Another 15. Eventually I hang up and call my client back to request a conference call to Verio.
I contact the client
I give her the scoop on how it worked out on my call. We laugh and she states they responded to her authorization request which states I will be added to the account within 24 hours. Unfortunately that means we won't have the file for at least another and suggest we try and conference call Verio.
We conference Verio
We get through the authorization! Now we request to get the file recovered.
After about 1/2 hour we are able to communicate the location and story of the file. The story of the file is that it was on the server and we had been testing our new responsive layout for a few days. We saved with FTP and the server disconnected while saving. Somehow Notepad++, WinSCP, or their server overwrote the file on the server as blank. After re-opening it we found the file was blank and then the computer went blue screen. Unfortunately we didn't have it in version control which was our bad, but we had evaluated Verio who claims to keep nightly backups.
Our request was to simply recover the file (responsive.css) from the nightly backup and drop it somewhere in the webroot. We are then informed that not only did we have to spend a combined 4 hours getting to this point, but that it is required that we pay $50. Not only do we need to pay $50 but we also need to wait 24-48 hours, and they aren't sure if the file will even be there. At this point we confirmed with the service agent that they were unable to offer us any other option and ended the call.
Results and Support Time Totals
Josh - On Chat w/Kresta - 30 minutes - Got a plan
Client - Phone w/ Rep2 (Hangup) - 40 minutes - Supposed Authorization
Josh on phone with Rep3 (Hangup) - 10 Minutes - Not Authorized
Josh on phone with Jasper (Endless hold, I hung up) - 20 Minutes - No Progress
Josh and client on conference with Ryan - 30 minutes - Confirmed couldn't help
Conclusions
Don't ever host with Verio
Don't trust server backups
When you sync a local file up to the server back it up before syncing it back down
Always host with a provider that supports GIT
Bluehost Command Line Method
I've been hosting with Bluehost for a long time and have accidently deleted a file. It usually takes me under 5 seconds to recover it. Below is an example of how!
>cd ~
>cd ..
>ls
./ ../ saveandr/ saveandr.daily/ saveandr.monthly/ saveandr.weekly/
>cp saveandr.daily/file.txt ~/
And you are done!
