Complaint Review: singlehop - Nationwide

My singlehop server has now been down for over 3 weeks.  ALL data is lost and singlehop has zero backups.  Everything was lost while their techs were working on my leased server, which I paid for full management on and nightly backups on, as part of their service.  After nearly two and a half years’ of work saved on their server all is gone—that’s $300,000 in custom programming, along with five years’ of historical data which cannot be replicated.

I had offered to accept one year gratis on a new server when they told me only the last 7 months’ data was lost, but they refused.  Now that I know five years’ data along with all programming is gone—all while their techs were working on the machine, along with the gross incompetence of never completing a backup, the following resolution seems quite fair based on my losses.

• Singlehop should provide two and one half years gratis of the fully managed server I suggested.  That is the time I have paid just under $500 for their managed server and backups with complete loss of everything due to their incompetence.
• Singlehop should pay for my contracted programmers’ time to recreate the fully functioning program which existed at the time they destroyed the program and data.

I would appreciate your reviewing this document.  It’s long, but I have highlighted the most important portions and I wanted to ensure you that you have the full story.  You are welcome to discuss it in any public review, publish it, or use it any way that benefits you or your readers/clients.  You may use all specific names and dates and steps taken.  I release all information here for your use.

Essentially Singlehop destroyed two and a half years of programming and data stored on their fully managed server for which I paid approximately $500 per month for.  They refuse any responsibility.  Very honestly I had about $300,000 of programming and data on Singlehop’s server and now that two years’ custom programming and data is lost.  It was lost while their technicians were working on the server.  This has caused a patent application to be delayed or perhaps stopped completely, and I just don’t have the means to rebuild everything again, so I may well be out of business.

I think it’s really important that your readers and clients know about this kind of stuff as they may be in a similar circumstance where a server provider is incompetent, could cause them irreparable harm, and they may wish they had taken greater steps to protect themselves.  Perhaps you can use this to help them just that.

I’ve placed all information below in chronological order as best that I could piece together from their messaging system, and I apologize for the length but I wanted you to see the entire story.  Using this case study there may be some important data and missteps you can coach your own readers and clients about.

Oh, Singlehop management, I’ve copied you as it is vital that you keep all records, both those I have access to, internal communications, and any private tech notes and communications.  Please ensure that all are kept safe, in their full chronological order, and with no alterations.  We will both need them in the near future.