On Friday, August 5 at about 11 AM, apparently one of the hostrocket mail servers went down.
So I stopped getting email. Apparently at some point it started
bouncing email people sent me saying it didn’t have a laymusic.org
account.
One of the things I’ve liked about hostrocket in the year or so
I’ve been with them is that their customer support is usually prompt,
friendly, and knowledgeable. However, I don’t think much of their
disaster recover procedures.
At 11:30 on Saturday, August 6, I filed a support request asking
that if the mail outage was going to last much longer, could they set
up a forward to one of my working email accounts so that I was at
least seeing current mail. They ignored this request, and predicted
that I would be getting my email in “a few hours”. I continued to
report that I was getting no email although they claimed to be having
a “delay” while they were processing their backlog. Finally, they
said at 11 PM that they weren’t able to check for any other problems
until the entire backlog was processed, which would take a few hours,
and that if I still didn’t have mail when I got up in the morning,
that I should tell them and they’d check immediately.
At 8 AM, Sunday, August 7, I still had no mail from that account,
and I reopened the ticket with that information. Since then (3 hours
later) I haven’t heard from them.
I actually moved my web hosting to hostrocket from your-site.com last summer because
your-site had a similar problem, although I don’t think it lasted as
long. So does anyone know a mail provider with good disaster
recovery procedures?
Meanwhile, if you want to email me, I’m suggesting that you use lconrad@wort.org.
Update: I finally called the phone support,
who assured me that my bulk mail had all been processed and that my
mail was working. He sent a test mail to the main account, which
worked. At this point I realized that when they brought the server up
after the crash, they didn’t restore the catchall account, so
therefore all the mail they reprocessed and everything everybody has
sent me since they brought it back up has probably disappeared
forever. This is really not what’s supposed to happen. When I finish
transferring the domain registration, I will route my mail differently.
