Is the Online BackUp Drive really down for 30 days?

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TrevUK
New Member

Date Joined Oct 2012
Total Posts : 1

Posted 10/2/2012 3:23 PM (GMT +3)

First post here

I'm trying to access a document I have stored on my online back up drive, but keep getting a message telling me that

Your account is currently down for maintenance.
We apologize for the inconvenience

I have engaged with the chat support team several times who are not really very helpfull other than saying keep trying, but the last guy told me that this maintenance may take 30 days!!

Surely this can't be right??

Andreea-Luciana Ostache
Forum Moderator

Date Joined Aug 2010
Total Posts : 373

Posted 10/2/2012 9:51 PM (GMT +3)

Hello Trev.

We are currently doing some upgrade and maintenance work on our Backup Servers and some of our users may be inconvenienced by this. The operation may take us until the end of October to complete.
However, not all users will be affected and you should only be having difficulties accessing your data when our work reaches the section of the Online Drive that you are using. You should be able to use your backup normally afterwards.

Please contact the support team again if you continue to experience difficulties.

Andreea-Luciana Ostache
Senior Support Technician EN
support@bullguard.com
www.bullguard.com

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Larkone
New Member

Date Joined Oct 2009
Total Posts : 4

Posted 10/7/2012 4:02 PM (GMT +3)

This is appalling - no notice, no service status updates and when I contacted support they did not know about this - communication is everything. I am sick and tired of the backup service and all of the problems associated with it and I cannot rely on it. I will not be renewing this service for the eight machines we have.

Andreea-Luciana Ostache
Forum Moderator

Date Joined Aug 2010
Total Posts : 373

Posted 10/8/2012 12:35 AM (GMT +3)

We are very sorry to hear of your decision Larkone, but we do understand that you need to protect your own best interest. We wish you all the best with your future endeavors!
I will send your feedback to our management for consideration.

Larkone
New Member

Date Joined Oct 2009
Total Posts : 4

Posted 10/8/2012 11:48 AM (GMT +3)

What I am most upset about is that you started the maintenance without any warning to your customers. Backup is there to protect live data and any interruption to the service puts customers data at risk. Basic Service Management procedures mean that should at least warn customers in advance this is going to happen so they can put alternatives in place to protect their new data that is not getting backed up. I have 8 machines at risk because of your cavalier attitude to customer service and I am having to perform manual local backups for the next month because of the sporadic reliability of the Bullguard service - one that I am paying for.

ARE YOU GOING TO CREDIT YOUR CUSTOMERS FOR THE MONTH THAT THIS MAINTENANCE IS GOING TO TAKE THAT THEY ARE PAYING FOR AND NOT GETTING THE FULL SERVICE?Post Edited (Larkone) : 10/8/2012 8:49:24 AM GMT

Andreea-Luciana Ostache
Forum Moderator

Date Joined Aug 2010
Total Posts : 373

Posted 10/8/2012 4:20 PM (GMT +3)

We apologize for the inconvenience this is causing you.

However, as I have written above, the maintenance work we are running should only affect an account for a few hours, not the entire period. The backup should be running normally in the meantime, before and after our work reaches your section of the online drive.

Since you are having issues, it means that there your account is affected by something else and not the maintenance work. Please contact our Support Team for troubleshooting at your convenience.

Andreea-Luciana Ostache
Forum Moderator

Date Joined Aug 2010
Total Posts : 373

Posted 10/13/2012 5:09 AM (GMT +3)

You will be glad to know that the maintenance has finished. If you have any more difficulties with your backup please contact Support for troubleshooting.

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