Severity: partial outage | Status: resolved
Created: 23rd March 2016 07:16:38pm | Updated: 11th May 2016 03:50:13pm
Despite our best efforts, they cannot be recovered. If you wish to show guests photographs of your accommodation during the booking process, these images will need to be re-uploaded. We are tremendously sorry. We will do everything we can to recover the situation and help you to return your pages to how they were before.
How did this happen?
A service provider we use made a critical judgement error during a server upgrade. We are obviously incredibly disappointed in them, but Inn Style is our product and the buck stops with us.
Why don’t you have backups?
This is more disappointing for us. Once we discovered what had happened, the first thing we tried to do was restore from our backups. However, despite the backup system being configured, and all images filenames existing, the images themselves were not there.
So you can give me a list of all the filenames so I can search my computer for them?
Yes, we absolutely can. Please simply reply to this message and we’ll get them to you immediately.
I don’t have time to re-upload images. Can you do this for me?
Yes we can. Send us the images, or tell us where we can find them and we’ll get to it. We will commit to uploading them the same working day. However, you can re-upload the images yourself, if you so wish.
What steps have you taken between yesterday afternoon and this morning?
Our first priority was recovering the lost photos. We explored all avenues, but finally had to admit that we couldn’t recover the images. Once we did this, our first action was to ensure continuity of the booking process, so guest booking remained as smooth as possible. We quickly re-designed and deployed new templates to ensure the booking process did not look “broken”. Once you re-upload images to galleries, these will show again during the guest booking process. It may be that you prefer the process without images, in which case you needn’t do anything.
How long was the server down?
At no point did the server go down. There was no downtime.
Was any other data lost?
Yes, custom stylesheets. These are generated by the system from the colours you choose. We were able to recreate these instantly.
What about my booking data?
The database was completely unaffected. We can assure you the database is backed up at regular intervals, and that recovery procedures for such an event are fully in place.
What steps are you going to take to ensure this can never happen again?
When something like this happens, it raises lots of questions about whatelse could go wrong. Whilst we are certain this is an isolated incident, we will undertake a full risk assessment of all parts of the system.
If you have any further questions, please do not hesitate to get in touch.
Once again, I can only apologise for the inconvenience and assure you that we will support you as much as we can.
If you have any more questions, please contact us firstname.lastname@example.org
resolved on 23 Mar 2016