Dear Cristian,

We are deeply sorry to hear you have been experiencing issues with your services. We take any feedback from our clients into serious consideration and perform a thorough review of each case. Our main priority and mission are to provide our clients with a smooth and satisfying customer experience, both with our support and services.

With that in mind, we would like to address a few things that we believe are pretty important. One such thing is the reason behind your website inaccessibility which was an Emergency Maintenance that had to be performed on the server node where your Hosting Accounts reside. The reason for the Emergency Maintenance was a Hardware Failure of the Physical Host where the server resides. Once we identified the issue, our System Administrators attempted to migrate the server to a new physical host. However, due to the severity of the Hardware Failure, the migration was not a successful one. Since the initial migration was unsuccessful, our System Administrators attempted several different techniques to recover the data from the server's disks. Unfortunately, they were unable to do so due to the severe damage caused by the hardware malfunction. Considering all of this, they determined that the best course of action would be to set up a brand new server and restore all of the data from the remote backup solution available on all of our Shared Hosting Servers. The new server was set up, and everything was restored from the latest available backup we had then. Unfortunately, everything described above took us some time to complete. But it was needed to ensure that the restoration was carried out flawlessly for all affected users on the server.

We fully understand that this has caused issues for you and your business. You have our sincerest apologies for that and the fact that it took us an extended period of time to resolve this compared to the usual almost instant resolution for most cases. Unfortunately, the unprecedented situation required us to take extra precautions to ensure that everything related to the new server setup, data restore, and migration is carried out flawlessly.
We did everything to ensure your website and the rest of our users' data was safely restored without a single byte of information lost - which we did. Indeed, it took slightly longer, but we can assure you that a lack of concern, Cristian did not cause this but rather the opposite. Plus the fact that the restoration of the entire server is quite a time-consuming task.

Once again, we fully understand your frustration and apologize for the trouble this issue is causing. At present, we are glad to see you are not undergoing any further difficulties with your website and it's operating smoothly again. Our team remains at your disposal, so if you are willing to communicate things further with us, as always, we are here 24/7 to assist you.

Regards,
FastComet Team