Domain vanished, everything gone

[psychtab]

A couple days ago, after not having visited the site or logging in to my account for a couple months due to personal commitments, we found our entire site completely gone. Our domain had been completely erased, and all the information on it, including an entire year's worth of scripted database was gone, with no explanation as to why or no indication it had ever existed. I'm aware that x10 temporarily suspends accounts if you don't log in for 30 days, but I never expected everything to vanish. We may have some stuff backed up, but not the most recent versions, so we're waiting to hear back from x10 to see if any of our stuff survived on their end.

The e-mail address attached to our account was incorrect, so we didn't receive any notice of what was going on. Has anyone else experienced this?

 

[Anna]

Accounts that are suspended are later terminated for being inactive, if you don't take actions to resolve the suspension the account is assumed to no longer be an account you want to keep using. Termination is automatic and occur at some point AFTER the account has been suspended a minimum of 14 days. This is also outlined in the ToS.

7. Inactivity
Accounts found to be inactive are suspended for a 14 day period and then removed from our servers (terminated). All data including any type of backup or stored information is removed with the account. To prevent an account from being suspended for inactivity it is required users visit the x10Hosting Account Portal located at https://x10hosting.com/portal/ at least once every 30 days. Accounts must have a working website within 1 week.

Unfortunately there's a very small chance of backups being available, for free hosting backups is the users responsibility, we do ofcourse have backups made in case of server failure and such, but extracting an individual account from those isn't always easy. And depending on when the account was actually terminated, the backups from before the termination could also have been removed as old backups are pruned to make room for new backups.

 

[psychtab]

Thank you for your reply, Anna! We were using a free account initially but now have a Prime account. I know that big companies often don't take steps to help individual customers out with complex or difficult problems, but I have heard good things about x10.

Therefore, I'd like to take our chances that somebody will reply to our service request and do what they can to help us, no matter how remote the chances might be, given the fact that hundreds of man-hours and thousands of dollars of work have been lost. The termination happened in the last month so we hope the info may still be there somewhere. We are willing to pay to have the data recovered so our fingers are crossed that the official response will be more along the lines of "We'll see what we can do," rather than " *shrug* Tough luck!"

 

[Anna]

I'll point one of the staff members that actually have access to backups to this thread, he'll be able to answer weather it is possible or not.

What cPanel username and domain did you use to have? We'd need that to find backups since they would be based on cPanel username as far as I know. Do you happen to know which server your account was on? Knowing that would save time since there's 3 to chose from; vox, level and absolut.

 

[psychtab]

Thank you once again, Anna!

The cPanel username was "psychtab." It was actually appended from "psychtable," so maybe it will show up under either of those. The domain was: psychtable.x10.mx and I'm afraid I never did know which of the three servers the data was on...I don't even know how to check.

I haven't heard any status in the last couple days on the official ticket I submitted, but it means a lot that you're listening to me on here!! Much obliged!

EDIT: We're kind of thinking it was on "vox," our tech executive and I, but we're not 100%.

 

[Anna]

Hello,

I did manage to find out in logs that the old account was terminated on May 25th, unfortunately we do not keep backups that long back for free hosting so there would not be anything to restore from our end.