What should I do after the incident?

Key terms

  • Original account: this is the primary hosting service that has been impacted by the Incident on servers Bishop(2), Clark(2), or Drummond(2) and that we either have already restored or are attempting to restore from our courtesy backups. You can access your original account from your Client Area.
  • LifeBoat account: this is the new temporary account we have provided to impacted clients to allow for continued business operations. You can access your LifeBoat account from your Client Area.

If your website is hosted on servers Clark, Bishop, or Drummond, you will likely find yourself in one of these 4 scenarios:

  1. Your website/email is working in a satisfactory manner
  2. Your website/email is not working at all
  3. Your website has been restored but displays corrupted/garbled data
  4. Your website/email works, but displays an old or partial version

Here's what you can do right now depending on which scenario best represents your situation. 

Scenario 1: Your website/email is working in a satisfactory manner 

If you are using the LifeBoat or an external account:

If you are using your original account:

  • Your account is back up and running, no further action is needed.

Scenario 2: Your website/email is not working at all

Assuming that you are NOT using your LifeBoat account or an external account, and still have your domain pointing to your original account:

  • Recommended action: Contact support by opening a ticket and mention your account’s primary domain and that it is not working at all.
  • Alternative action: Inspect your original account and consider restoring an available courtesy backup. Once your original account is confirmed working, point your domain back to your original account (see also: How to find your IP address).

    Warning: Restored accounts may experience some data corruption issues that we are working to resolve on a case-by-case basis. Restoring full account backups will overwrite any changes since the backup date, so please use this option carefully.

Scenario 3: Your website has been restored but displays corrupted/garbled data

This assumes that your domain is not pointing to your LifeBoat account. Data corruption issues can sometimes be fully or partially resolved, depending on their severity.

  • Recommended action: (if you’re technical): Troubleshoot the data corruption issue. Otherwise, contact support for assistance.

    Our systems teams are working on automatically addressing data corruption issues, but you can open a ticket to receive personalized attention from our team as soon as possible.
  • Alternate action

    Continue (or start) using your LifeBoat account until the issue on your original account is resolved.

Scenario 4: Your website/email works, but it’s an old or partial version

If your domain is actively using your original account, and not the LifeBoat account nor an external service:

  • Recommended action: Attempt a Full or Partial Restore of your original account

    We did not restore backups for accounts that already contained data, so you may attempt a restore now, if needed. Log in to your original account’s control panel and use your account’s JetBackup tool to either (1) perform a full backup restore if you do not need any changes made since the incident or (2) restore the specific files, databases or emails you may be missing. Please note that due to increased demand, backup restorations may take a few hours to complete. Consider opening a support ticket if you require assistance with this.

    Warning: Restored accounts may experience some data corruption issues that we are working to resolve on a case by case basis. Restoring backup data may overwrite changes since the backup date, so please use this option carefully. Consider taking a snapshot of your current site using the backup tool before performing a restore.
  • Alternative action: HOLD
    Our support team will be able to assist you and merge operations, starting next week, once the situation stabilizes. Continue using your LifeBoat (or other) account in the meanwhile, if you can.

If you’re currently using your LifeBoat account or an external service:

  • Recommended action: Inspect your original account and if it’s displaying correctly using the preview tool, consider pointing your domain back to it.

    You can inspect your original account’s files through your cPanel’s File Manager. You can inspect your original account’s website behavior by using the skipdns.link tool. If the restored account is not functional or exhibits data corruption issues, contact support or see the data corruption advice above. Otherwise, update your domain’s DNS to their original values (propagation may take a few hours)

If you are still unable to resolve the errors, please contact our support team for assistance. We will work with you to attempt to restore functionality. 

Please note that we are experiencing a very high volume of support requests, so there may be delays in our response, but we will get back to you as quickly as we can.

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