Register or have you forgotten your password?
Get the most out of Surmunity, read our tips here! Need an interesting blog to read? You've got to read the Surpass Blog!
| Welcome! Please register to access all of our features.
January 28th, 2005, 1:28 AM
|
#1 (permalink) |
|
Registered User
Fresh Surpasser
Joined in Aug 2003
29 posts
Gave thanks: 0
Thanked 0 times
|
tickets
what happened?
at the lower level tech support replied with 20 minutes i got bumped up to the admins and i havent gotten a response in 3 days.... maybe its me if it gets bumped up to the admins dosent that mean its more important? and should be taken care of atleast sortof semi-quickly?  Not trying to complain but my ticket is not exactally a confusing question actually maybe another customer can answer it for me... does anyone know how often surpass makes backups? is it every 24 hours? once a week? thx
__________________
http://ax-n.net and http://matt-jared.com (kind-of) |
|
    
|
|
January 28th, 2005, 1:44 AM
|
#2 (permalink) |
|
Senior Member
Super #1
Joined in Nov 2003
Lives in Canada
Hosted on Pass14
3,770 posts
Gave thanks: 4
Thanked 20 times
|
Well, the thing is, getting bumped to an admin doesn't mean it's an urgent question... Admins have to handle a wide-variety of things that the lower-level support can't do, and there are fewer admins then there are regular support guys, so things that get sent to them do take longer to get done, especially since they tend to require more work. I'm hazarding a guess that wasn't all that was involved in your ticket? Something with just that doesn't seem like it would get bumped... but in regards to your question, I believe Surpass does weekly backups, but their backups are meant for emergency situations only, and if you require a backup restored because of your error, it may cost you money to get done. Generally, it's the responsibility of the site owner to keep their own recent backups.
__________________
|
|
|
|
|
January 28th, 2005, 2:12 AM
|
#3 (permalink) |
|
Registered User
Fresh Surpasser
Joined in Aug 2003
29 posts
Gave thanks: 0
Thanked 0 times
|
your explination makes sense thanks....i guess i forgot that surpass does have alot more customers than it used to...
no it wasnt error, or atleast directly.... multiple folders just dissapeared i was working on my site a few nights ago got it all done and woke up the next morning to errors on my page, and a few dirs deleted. Not sure what happened, all I asked was if backups were done and could it be restored.... anyways thanks for the reply
__________________
http://ax-n.net and http://matt-jared.com (kind-of) |
|
|
|
|
January 28th, 2005, 9:56 AM
|
#4 (permalink) |
|
Senior Member
Super #1
Joined in Nov 2003
Lives in Canada
Hosted on Pass14
3,770 posts
Gave thanks: 4
Thanked 20 times
|
*nods* okay, I see now why it was forwarded to an admin, because they will also try to figure out what happened in order to prevent it in the future (assuming you told them this...), as well as getting it restored to you, and I don't think restoration can be done by the first-lever of support... If need be, you can bump the ticket by replying to it and asking for a status report. Sometimes tickets fall out of the queue accidently, and this will be sure to bring it back to the front. Best of luck getting this resolved quickly though, I understand it can be frustrating.
__________________
|
|
|
|
|
January 28th, 2005, 9:06 PM
|
#7 (permalink) |
|
Marketing Maven
Surpass Staff
Joined in May 2003
Lives in Chicago
24,754 posts
Gave thanks: 946
Thanked 806 times
|
It's correct that a backup is made once a week.
But still keep track of your site files and make backups to your own computer as a secondary method. |
|
|
|
You'll be fine.
