URGENT - "Protected" Site Corrupted 5+ Days - MUST Recover ASAP

Hello Stephen!

Thanks for posting. 

We have communicated the situation with the team and updated the severity to A ( the higher ).

As we mentioned on twitter our support will contact you so we can check the issue with you.

Please keep me updated here if the issue was properly resolved.

Thanks.

Hi Jose,

THANK YOU! That's progress. 

At least I know that it's been upgraded and that the team is working on it with the urgency required for this situation. 

However, your support team has not contacted anyone yet. Not CloudLinux, not my server admin, not me (ignoring repeated emails to 

Is that a working email? 

The only contact we have had in the last 48 hours has been from client-facing roles like Twitter and you here. We still have not heard directly from your support team. 

Hello Stephen!

We would like to offer our sincere apologies for any inconvenience caused. In regards to your case, please note that the correct email address to use is mspsupport@acronis.com.

We have escalated your case to be handled with higher priority and are closely monitoring the situation with our team to ensure that you receive the support you need.

Thank you for your patience and understanding.

Hi Jose,

Man, I really appreciate your efforts here. Sincerely. 

However, I'm sad to say that my patience and understanding have been exhausted as we go into day 8 of my site being unrecovered and your support team is completely uncommunicative.

The CloudLinux team has provided constant, regular updates, and here's the most recent - as of 6 hours ago: 

"We are very sorry that Acronis delays in solving this problem and at the moment, unfortunately, I still do not see news from them," 

So while I believe that you, the Forum Team and the Customer Service team over at Twitter are on top of things, the technical support team who I need to solve my problem has still not responded at all to give us an update as to what is happening. I have to trust you all that they are on it.

I have not received an email from tech support, nor has CloudLinux (at least as of 6 hours ago), nor has my systems administrator (as of his last update 11 hours ago, which was probably followed by him going to bed with no notification about 7 hours ago. He would have told me if he heard anything.)

So thanks for the mspsupport@acronis.com address. I will reach out, and hope that we get a response. And I don't have to deal with this for a 9th day of watching our siterank drop. 

Thanks again Jose,

Steve

Hello back Stephen!

Could you please check the latest email sent by our support team? Can you please have a look and upload the requested information so they can communicate the issue with our R&D?

I will be monitoring the situation, please let me know here once you uploaded the logs.

Best regards, 

José Pedro Pereira Magalhães

Hello Jose,

It's bright and early just before 5 am here in South Korea and we heard back from the Acronis Support team 3 hours ago! 

They appear to be working on things now. I'll keep you updated. 

Thanks Jose. 

Best,

Steve

Stephen Revere wrote:

Hello Jose,

It's bright and early just before 5 am here in South Korea and we heard back from the Acronis Support team 3 hours ago! 

They appear to be working on things now. I'll keep you updated. 

Thanks Jose. 

Best,

Steve

Hello Steve! Hope you are doing well!

Thanks for the updates. I will keep attentive to the case.

Thanks in advance. 

Stephen Revere wrote:

Hello Jose,

It's bright and early just before 5 am here in South Korea and we heard back from the Acronis Support team 3 hours ago! 

They appear to be working on things now. I'll keep you updated. 

Thanks Jose. 

Best,

Steve

Hello Steve! Hope you are doing well!

Thanks for the updates. I will keep attentive to the case.

Wish you a nice day in advance!

Hi Jose,

Well, I heard from someone else that they were on it yesterday. I'm about to go to bed for the day, but we're not quite there yet. 

There's a thread in the Cloudlinux support system that I've CCd their email at  mspsupport@acronis.com into. 

PLEASE ask them to post regular updates as to the status there. 

Thanks again Jose,

Steve

Stephen Revere wrote:

Hi Jose,

Well, I heard from someone else that they were on it yesterday. I'm about to go to bed for the day, but we're not quite there yet. 

There's a thread in the Cloudlinux support system that I've CCd their email at  mspsupport@acronis.com into. 

PLEASE ask them to post regular updates as to the status there. 

Thanks again Jose,

Steve

Hi Steve. 

I will pass the information.

 Thanks!

Hi Jose,

Today marks the 2 week anniversary of the website disruption. The saga continues. 

Priority A does not seem to have the same weight that it does for a company like CloudLinux or Plesk, and the communication is not nearly as frequent. We've had more helpful updates and information from CloudLinux so far, but it's actually the Acronis tool that's having the problem.

But we have downloaded the backup files they told us to backup - it took almost 2 days to download them. We're hoping to recover to another server or virtual machine to make sure everything is okay and then SSH in and move the files that way. 

I just thought I should give you an update. Thanks Jose. 

Stephen Revere wrote:

Hi Jose,

Today marks the 2 week anniversary of the website disruption. The saga continues. 

Priority A does not seem to have the same weight that it does for a company like CloudLinux or Plesk, and the communication is not nearly as frequent. We've had more helpful updates and information from CloudLinux so far, but it's actually the Acronis tool that's having the problem.

But we have downloaded the backup files they told us to backup - it took almost 2 days to download them. We're hoping to recover to another server or virtual machine to make sure everything is okay and then SSH in and move the files that way. 

I just thought I should give you an update. Thanks Jose. 

 Hello Stephen.

Thanks for updating.

I notified the team regarding the delay of the responses. We will make sure you receive the updates promptly.

Many thanks in advance!

Hi Jose,

So we asked 3 questions just over 24 hours ago: 

---

"1. Can we restore the backup to another server, a virtual machine or some other hardware? This would allow us to just SSH in and do a database dump the right way to get a clean copy of it, right? 

2. What is their current status? Has Acronis made any progress? Is there anything we can do to expedite the process?

3. They mentioned bootable media or an image file. How is the Acronis system setup to create those? Is a use case where we can use it to get your site restored?"

Is there a level of priority above "Priority A"? Because it's strange to be ignored for an entire business day, 2 weeks after the Acronis Backup System failed to recover the website while supposedly at a top-level priority status. Maybe there's an "A1" or something? 

---

I'm quite curious. There must be something I'm not getting here.

Thanks Jose. 

Stephen Revere wrote:

Hi Jose,

So we asked 3 questions just over 24 hours ago: 

---

"1. Can we restore the backup to another server, a virtual machine or some other hardware? This would allow us to just SSH in and do a database dump the right way to get a clean copy of it, right? 

2. What is their current status? Has Acronis made any progress? Is there anything we can do to expedite the process?

3. They mentioned bootable media or an image file. How is the Acronis system setup to create those? Is a use case where we can use it to get your site restored?"

Is there a level of priority above "Priority A"? Because it's strange to be ignored for an entire business day, 2 weeks after the Acronis Backup System failed to recover the website while supposedly at a top-level priority status. Maybe there's an "A1" or something? 

---

I'm quite curious. There must be something I'm not getting here.

Thanks Jose. 

Hello Stephen.

This case is actually with the highest severity and escalated already. I will contact the team again and try my best to accelerate this. I suggest you to reply with to the email telling when are free so our engineer can connect and check the issue, and answer to all your questions. That would be more effective and probably clarify everything

Thanks for the patience!

Hi Jose,

The weekend is over and we're on week 3 with our corrupted site, lost 2 Domain Rank points so far, so either it gets done this week or I give up on Acronis and try to figure out what we can salvage on our own. 

It appears that Angel Lopez is assisting us with our ticket. I posted the following in the CloudLinuz Zendesk support system: 

"Okay, it's Tuesday here in South Korea and we need to know whether Acronis is going to help recover this site by this week or not. 

What's your plan Angel Lopez? Will this site be properly recovered to March 20 this week or should we look into other options? 

Please share your plans with us so we can make our own plans as to how to proceed. Thank you."

Maybe you could also reach out to Angel and make sure there's a plan in place for this week to get this site recovered. 

You're my lifeline here Jose - the only Acronis team member who is in regular correspondence. Thanks so much for your help here. 

Best,

Steve

Hey Stephen.

As this point the case seems to be with our R&D. I can tell you there is an internal task created for that.

I will inform the team to provide you more specific and regular updates about the plan.

Thanks in advance!