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Cliffsupport the best for Managed Solution
| Posted by vchavez, 10-31-2008, 08:12 PM |
| I was with Platinium Server Managment for 3 months until my server went crazy the last week doing strange shoutdowns PSM was in charge of doing a restore in a new hard disk with a clean OS they didn't performed like I expected things went wrong and took them more than the time I expected for the fix it besides they screw the root password in the "restore process" requesting me to tell data center to reset the password.
WHAT ?
Server was not in time lost many days and maybe some clients, I was tired of that so I cancelled their service and moved to this forum trying to find other managed hosting provider I look in two bobcares and cliffsupport I sent e-mail to both but Cliffsupport answered in minutes bobcares answered but took them more minutes and I was really desperate so I choose Cliffsupport.
A nice person Benny answered my presale questions and costs by mail, he gave me his MSN messenger instead of sending mails to make it more fast the job, once all was ok time and price for the services they took them 5 hours to make the restore don't a lot of accunts and because there was no backup files they manually transfered files from old drive to new one in fresh OS.
Somone could say is more expensive than PSM yeah, but Cliffsupport service is in a scale of 1 to 10 is a 11 with their time response and better yet they don't mess with the root password.
If there's any issues with the review I did about PSM I identify as a customer with them and my name is: Victor Chavez
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| Posted by ServerManagement, 10-31-2008, 08:30 PM |
| I was with Platinium Server Managment for 3 months until my server went crazy the last week doing strange shoutdowns PSM was in charge of doing a restore in a new hard disk with a clean OS they didn't performed like I expected things went wrong and took them more than the time I expected for the fix it besides they screw the root password in the "restore process" requesting me to tell data center to reset the password.
WHAT ?
Server was not in time lost many days and maybe some clients, I was tired of that so I cancelled their service and moved to this forum trying to find other managed hosting provider I look in two bobcares and cliffsupport I sent e-mail to both but Cliffsupport answered in minutes bobcares answered but took them more minutes and I was really desperate so I choose Cliffsupport.
A nice person Benny answered my presale questions and costs by mail, he gave me his MSN messenger instead of sending mails to make it more fast the job, once all was ok time and price for the services they took them 5 hours to make the restore don't a lot of accunts and because there was no backup files they manually transfered files from old drive to new one in fresh OS.
Somone could say is more expensive than PSM yeah, but Cliffsupport service is in a scale of 1 to 10 is a 11 with their time response and better yet they don't mess with the root password.
If there's any issues with the review I did about PSM I identify as a customer with them and my name is: Victor Chavez
Thanks for identifying yourself, and I'm sorry to hear you were not satisfied, but your post is untruthful and incomplete.
Regarding the restore issue you are referring to, the entire first day of the restore was wasted because your datacenter never installed the old drive. The amount of time it took your datacenter to install it is not our fault, and any other server management company would have been faced with the same exact issue.
As soon as the drive was put in, we started restoring all the data rightaway. This was completed the same day.
The root password was restored to the original root password, so we asked you what you original root password was and you did not know it. So we asked you to have the datacenter reset it and got no response from you for the entire second day. Again, the amount of time this took is not our fault, and any other server management company would have been faced with the same exact issue.
Since everything was back together already, it was quick and easy for another server management company to come in and do the finishing touches. It's unfair to compare the way we handled it with the way another company handled it because there were extremely different circumstances as they did not face the problems that we did.
Anyway, besides this issue, this was only 1 ticket out of 30 tickets you opened.
Nevertheless, I'm sorry to hear you were not satisfied, and we wish you the best with your new provider.
Thank you
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| Posted by vchavez, 10-31-2008, 08:39 PM |
| The way you did the restore was wrong Cliffsupport never asked me to reset password or ask for old one and the HD mounting time was not your fault I agree but the rest you received a clean OS HD like Cliffsupport you didn't restore server in 5 hours like Cliffsupport did period, and they do it well in the first time they didn't mess the server or half restore like you did.
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| Posted by DedicatedBox, 10-31-2008, 08:51 PM |
| Hello,
I'm not picking any sides here, simply responding to the story.
@ServerManagement:
to mix in to this conversation as we are the provider,
the drive was deffinetely in there.
It never needed to be put in there as it was already there from the moment we put a new drive in there with a clean OS.
It was apparantly rebooted after we delivered it.
All you had to do was mount the drive back and you would have had access to all data. I'm sure you know how to mount a drive, especially when a mountpoint is already in place. It looked like the last thing that was actually done with WHM, was the normal installation from latest @ cpanel.net, and nothing that you had done.
Since everything was back together already, it was quick and easy for another server management company to come in and do the finishing touches.
I have to disappoint you here.
When we gave the server back to our client, who passed in on to you to restore the data, it was a fresh and working installation.
When you said it was done, the server was found to be unresponsive to anything. After investigation, it turned out nothing was configured at all in WHM, and the data wasnt even restored to their /home directory's.The initial setup for cPanel wasnt done, it even asked to agree to the license agreement, quota setups and the rest of the usual drill.
Since the client had to start from scratch again because your work was deffinetely not finished correctly (like I said, not even the data was restored!) we decided to OS Restore the system so that it was clean and all your actions would be undone.
Cliffsupport had to start with a clean OS and the work that you have done made no single difference because the hard drive was formatted again.
That's what we see in the support tickets and that is what we have done. I'm not attacking you nor judging you, this is what happened and we are posting this simply to put some light on the situation.
Thanks and have a great day.
Sincerely,
- Liroy
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| Posted by ServerManagement, 10-31-2008, 08:53 PM |
| The way you did the restore was wrong Cliffsupport never asked me to reset password or ask for old one and the HD mounting time was not your fault I agree but the rest you received a clean OS HD like Cliffsupport you didn't restore server in 5 hours like Cliffsupport did period, and they do it well in the first time they didn't mess the server or half restore like you did.
Obviously they did not have to ask you to reset the password because when you signed up with them you already knew your password, so there was no need to reset the password anymore at that point.
We do server restores all the time and never have a problem. In fact, since some of our customer's datacenter was hacked this month, we have literally done hundreds of reloads this month and never have a problem.
I'm not saying anything about cliffsupport at all, all I am trying to say is that the problems with your restore are not our fault, and cliffsupport came in at the end after we dealt with those problems.
Hello,
I'm not picking any sides here, simply responding to the story.
@ServerManagement:
to mix in to this conversation as we are the provider,
the drive was deffinetely in there.
It never needed to be put in there as it was already there from the moment we put a new drive in there with a clean OS.
It was apparantly rebooted after we delivered it.
All you had to do was mount the drive back and you would have had access to all data. I'm sure you know how to mount a drive, especially when a mountpoint is already in place.
No, the drive was not there, and we provided proof to the customer that it was not there in the beginning.
I have to disappoint you here.
When we gave the server back to our client, who passed in on to you to restore the data, it was a fresh and working installation.
When you said it was done, the server was found to be unresponsive to anything. After investigation, it turned out nothing was configured at all in WHM, and the data wasnt even restored to their /home directory's.The initial setup for cPanel wasnt done, it even asked to agree to the license agreement, quota setups and the rest of the usual drill.
The server was never unresponsive at anytime while we were working on it. We restored all the data and then needed to log back in to finish the setup but the root password had already been restored. We asked the customer for the root password and waited all day and never heard back from him. I don't know what happened after that point but it was completely responsive while we were working on it.
Since the client had to start from scratch again because your work was deffinetely not finished correctly (like I said, not even the data was restored!) we decided to OS Restore the system so that it was clean and all your actions would be undone.
Cliffsupport had to start with a clean OS and the work that you have done made no single difference because the hard drive was formatted again.
I mean that cliffsupport did not have to deal with the harddrive or password issue, they did a great job but did not have the same situation to deal with.
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| Posted by DedicatedBox, 10-31-2008, 09:10 PM |
| No, the drive was not there, and we provided proof to the customer that it was not there in the beginning.
Show your proof then
You see, we plugged the first hard drive in to secondary because the OS was messed up. Then we put a new drive in there to which we installed a clean CentOS with cPanel. The secondary drive, which contained all the data, was in there and it was mounted. It was a LVM type. All you had to do was type: mount /dev/VolGroup00/LogVol00 /backup, if it appeared not to be mounted anymore. Running the "df" command only shows you mounted partitions, not actually all hard drives.
I think that we as the provider can see it a bit better wether a drive is in there or not. Besides, if it would not have been in there, how could we have mounted it?
The server was never unresponsive at anytime while we were working on it. We restored all the data and then needed to log back in to finish the setup but the root password had already been restored. We asked the customer for the root password and waited all day and never heard back from him. I don't know what happened after that point but it was working fine while we were working on it.
Surely SSH was working, but other crucial services were not configured properly and judging by WHM's prompts when we logged in, nobody had logged in there before or the initial configuration was skipped completely...
Sorry but the services really werent configured and vchavez can confirm this as I doubt he would have contacted us and cliffsupport if it would have been working properly. Maybe it is not your fault it was not working, but the circumstances are deffinetely very strange. Once again I refer to WHM's prompts.
Furthermore, the data was not restored at all...
All the /home directory's had the standard stuff in there.
The sites were all displaying the same: A opendir with nothing in there but a cgi_bin. No data restored at all. Luckily the data was still on the old drive. This was the most bizarre part since you said it was ready. Ready, but no website data to be found anywhere except for on the old drive. Which is not really the location where it ought to have only been since it's only purpose was recovery, all data should have been moved to the new hard drive, which is pretty logical since this was a data restore job
I mean that cliffsupport did not have to deal with the harddrive or password issue, they did a great job but did not have the same situation to deal with
Ok, agreed.
Although I dont fully understand how you could have reset the password to the old password without knowing it and then having to ask the client for it
Sincerely,
- Liroy
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| Posted by ServerManagement, 10-31-2008, 09:19 PM |
| Show your proof then
You see, we plugged the first hard drive in to secondary because the OS was messed up. Then we put a new drive in there to which we installed a clean CentOS with cPanel. The secondary drive, which contained all the data, was in there and it was mounted. It was a LVM type. All you had to do was type: mount /dev/VolGroup00/LogVol00 /backup, if it appeared not to be mounted anymore. Running the "df" command only shows you mounted partitions, not actually all hard drives.
I think that we as the provider can see it a bit better wether a drive is in there or not. Besides, if it would not have been in there, how could we have mounted it?
The customer already asked for their account to be closed days ago and tickets are purged automatically for security purposes once an account is closed, so unfortunately we no longer have that information to show you.
Surely SSH was working, but other crucial services were not configured properly and judging by WHM's prompts when we logged in, nobody had logged in there before or the initial configuration was skipped completely...
Sorry but the services really werent configured and vchavez can confirm this as I doubt he would have contacted us and cliffsupport if it would have been working properly. Maybe it is not your fault it was not working, but the circumstances are deffinetely very strange. Once again I refer to WHM's prompts.
Furthermore, the data was not restored at all...
All the /home directory's had the standard stuff in there.
The sites were all displaying the same: A opendir with nothing in there but a cgi_bin. No data restored at all. Luckily the data was still on the old drive. This was the most bizarre part since you said it was ready. Ready, but no website data to be found anywhere except for on the old drive. Which is not really the location where it ought to have only been since it's only purpose was recovery, all data should have been moved to the new hard drive, which is pretty logical since this was a data restore job
As explained before, we were not able to finish the entire process since we did not have the root password to get back in.
Ok, agreed.
Although I dont fully understand how you could have reset the password to the old password without knowing it and then having to ask the client for it
Sincerely,
- Liroy
The ssh session disconnected during the process, so that is why we had to ask the customer what his original root password was and he did not know his own password. We never said we are done working on the server, we specifically said we need the root password to finish and he never got back to us.
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| Posted by @Matt, 10-31-2008, 09:36 PM |
| Glad to see your happy with CliffSupport and keep up the good work David and Team!
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| Posted by DedicatedBox, 10-31-2008, 09:41 PM |
| The customer already asked for their account to be closed days ago and tickets are purged automatically for security purposes once an account is closed, so unfortunately we no longer have that information to show you.
Ok, well I can tell you right now no such proof will have ever existed anyway. The hard drive was in there and it was working.
All we did when you said there was no backup drive was login to the box, mount the drive and voila... you were good to go. Although you dont seem to have done it.
I must admit that I admire your memory though
With 2,900 servers, and all your communication with the support tickets erased according to you, you seem to recall very much and quite erm "detailed" information about this one single client. I wish I could do the same.
As explained before, we were not able to finish the entire process since we did not have the root password to get back in.
Yes and your explanation required a new question which you did not answer. Your part about the SSH disconnection also does not make any change to all this. We gave victor a new root password ofcourse as the system was restored... That password was given to you. Clearly, as you should have logged in to check wether the drive was, according to you, not in there plus you did your restore jobs.
So this was not the old password, it was a new password.
If you want to go back to the old password, you have to modify it in WHM or with passwd. To modify it to the old password, you need to know it.
So my question still stands: how can you put a new password that you, according to your story, did not know and have to ask the client about to make sure you could have logged in?
You have had to modify the root password in order to put it back to old, and to express it once more: you require to actually know the old password before you can put it in there.
So I assume that means you actually lost the password in the progess? Cant really blame the client for that. We also wouldnt know the old password, as we dont store such data. We install a new OS or force a new root password in to the server, pass it to the client and then erase it from our system. Nor did we touch the server after the OS Restore, so the only one that could have changed the password was you or vchavez. But since vchavez does not know how to use SSH, and WHM was still in it's initial state, I can only conclude that the only people that could have changed the password, were yourselves
So to put it short:
You had the root password. We put a new password in there, not the old one, and you logged in with that new password. And to restore it to the old pass, you actually need to have that password on file and you cant change it and THEN ask the client what it is and accuse them of being lazy with providing info in my humble opinion
Sincerely,
- Liroy
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| Posted by Outlaw Web Master, 10-31-2008, 09:47 PM |
| I was the one who actually referred Victor to DedicatedBox to get a server in the very first instance roughly 8 months ago because I've had a server with them for over 2 years. I'm in communication with Liroy from DedicatedBox a lot daily either by telephone, mobile phone or online in msn just as I am right now.
I sms'd Liroy around a week ago and told him to look at Victor's HD because there was an obvious problem and to have a look at it, which he did. Also in my sms to him was that if they had to install a new HD then to mount the old drive as secondary with all his data on it so it could be easily *cough *cough restored.
There didn't seem a problem with the HD...more like the OS was failing apparently, however the drive was changed and the old one mounted.
I can assure you this was done as soon as possible. I've been 110% happy with the support I get from DedicatedBox.
I've read varying reviews about PSM and to be honest, they've mostly been good...but like all businesses, it's pretty much impossible to do everything right all the time...or as quick as the client wants it to be carried out. There's other factors involved and we must accept that's just how it is most of the time.
Mistakes do get made, that's just a part of life and that's directed at both parties here.
I see no sense in bitching on stuff that might have been....because I do believe PSM were trying to help but it's always harder for the client sitting with a dead server and customers squealing like sheep calling...complaining like banshees.
The way forward for you Victor's with Cliff Support.
I hope this seems an honest reply.
owm
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| Posted by ServerManagement, 10-31-2008, 09:52 PM |
| Ok, well I can tell you right now no such proof will have ever existed anyway. The hard drive was in there and it was working.
All we did when you said there was no backup drive was login to the box, mount the drive and voila... you were good to go. Although you dont seem to have done it.
I must admit that I admire your memory though
With 2,900 servers, and all your communication with the support tickets erased according to you, you seem to recall very much and quite erm "detailed" information about this one single client. I wish I could do the same.
This is not from our memory, this is from the notes that were made in his account when he complained about this. When he asked to cancel, he said the same thing that he said here, and we annotated his account accordingly. Our tech logged down everything that took place that was pertinent to this and that is what I am replying with.
Yes and your explanation required a new question which you did not answer. Your part about the SSH disconnection also does not make any change to all this. We gave victor a new root password ofcourse as the system was restored... That password was given to you. Clearly, as you should have logged in to check wether the drive was, according to you, not in there plus you did your restore jobs.
So this was not the old password, it was a new password.
If you want to go back to the old password, you have to modify it in WHM or with passwd. To modify it to the old password, you need to know it.
So my question still stands: how can you put a new password that you, according to your story, did not know and have to ask the client about to make sure you could have logged in?
You have had to modify the root password in order to put it back to old, and to express it once more: you require to actually know the old password before you can put it in there.
So I assume that means you actually lost the password in the progess? Cant really blame the client for that. We also wouldnt know the old password, as we dont store such data. We install a new OS or force a new root password in to the server, pass it to the client and then erase it from our system. Nor did we touch the server after the OS Restore, so the only one that could have changed the password was you or vchavez. But since vchavez does not know how to use SSH, and WHM was still in it's initial state, I can only conclude that the only people that could have changed the password, were yourselves
So to put it short:
You had the root password. We put a new password in there, not the old one, and you logged in with that new password. And to restore it to the old pass, you actually need to have that password on file and you cant change it and THEN ask the client what it is and accuse them of being lazy with providing info in my humble opinion
Sincerely,
- Liroy
You must have misunderstood then. I said we logged in with the root password when the new OS was installed and restored the data. While this was in progress, the old password file from the old drive was restored and that is what changed the password. During the restore at some point, the ssh session disconnected. We went to log back in to finish up and the root password did not work. That is when we asked the customer what his old original password was, and he did not know. So we asked him to have the datacenter reset it so we can resume working on it, but we never heard back from him again.
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| Posted by DedicatedBox, 10-31-2008, 09:57 PM |
| Ok,
thank you for the clarification Re: root password.
I guess it's legitimate.
Anyway,
like OWM said, all company's can make mistakes. Just as much as we can.
The data was not restored and the services not configured completely by you for whatever reason which caused a major inconvenience to victor. Luckily it is solved now.
So I will leave it at this I guess
Thanks for your replies.
Sincerely,
- Liroy
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| Posted by Outlaw Web Master, 10-31-2008, 10:05 PM |
| yupps....this posts better closed...who do you say people?
owm
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| Posted by vchavez, 10-31-2008, 10:10 PM |
| Case Closed my server is back that's what matters Thanks
|
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