Failed Carbonite upgrade lets customers down

Summary:I subscribe to Carbonite's backup service. Over the last couple of days, the teensy Carbonite icon in my system tray has been red, displaying a message that Carbonite's servers are unavailable. Today, I sent email to tech support, only to be informed that someone would get back to me "within 72 hours." That pretty much sucks when I'm paying for a high-availability service. If my hard drive crashes and I need assistance with restore, hopefully I won't need my data within 72 hours.Anyhow, I just received an email from Carbonite, describing a server upgrade problem:

Failed Carbonite upgrade leaves customers down

I subscribe to Carbonite's backup service. Over the last couple of days, the teensy Carbonite icon in my system tray has been red, displaying a message that Carbonite's servers are unavailable. Today, I sent email to tech support, only to be informed that someone would get back to me "within 72 hours." That pretty much sucks when I'm paying for a high-availability service. If my hard drive crashes and I need assistance with restore, hopefully I won't need my data within 72 hours.

Anyhow, I just received an email from Carbonite, describing a server upgrade problem:

Dear Michael,

Carbonite began the first phase of a system upgrade early Monday morning. Due to a server glitch, a number of customers using Carbonite version 3.5.89 have been unable to reconnect since that time, even though Carbonite's servers were unavailable for only a few hours.

We've identified your computer [computer name] as one of those affected.

Don't worry, your backup is safe, but it will not be updated until you reinstall the latest version of Carbonite as follows:

1) Go to http://www.carbonite.com/manage to log in to your account 2) Click the 'My Protected Computers' tab 3) Click the 'Reinstall' button, and follow the instructions to reinstall Carbonite on your computer

As soon as you've reinstalled, your backup will resume immediately from where it left off.

We apologize for the inconvenience this causes.

Sincerely,

The Carbonite Team

Looks like someone had a little testing problem over there with the upgrade. The email says "a number of customers" were affected. I wonder if that means all their customers.

Seems there's never enough time to test before deployment but plenty of time to fix problems after they hit customers. <Blogger shakes head in wonderment and moves on.>

Topics: Collaboration, Data Management, Hardware, Servers, Storage

About

Michael Krigsman is recognized internationally as an analyst, strategy advisor, enterprise advocate, and blogger. For CIOs and IT leadership, he addresses issues such as innovation, business transformation, project-related business objectives and strategy, and vendor planning. For enterprise software vendors and venture-funded star... Full Bio

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