Subject: Vodien complaint- IMP
From: Subir Chakma <[email-masked]>
To: philippines <[email-masked]>
Cc: Gee Jay <[email-masked]>, Bernadette Ferrer <[email-masked]>, Nyle Remo <[email-masked]>, Subir Chakma <[email-masked]>, Tushar Raina <[email-masked]>, Ashok Katoch <[email-masked]>, Ankit Tandon <[email-masked]>, Akhil P Walia <[email-masked]>
Date: Fri, 8 Jun 2012 06:32:54 +0530 (IST)

FYI 

Clients comment: 
This is very disappointing - it should not be the case where your officers automatically make assumptions! 
"Up to 2 weeks" is NOT the same as "2 weeks" 
If ever there's ANY ambiguity, your officer should immediately escalate the issue and refer the client to us. 

Willy: not sure to undertand, by default you don't make backup of space? 
VODIEN | Ron: As you can see FTP is already covered on our hosting packages. 
VODIEN | Ron: Covered in all our hosting packages Web hosting account related setup, such as management of Email accounts, FTP, Subdomains, Addon domains Providing error logs for scripts error and advise Providing basic guidance for scripts troubleshooting Providing backups up to two weeks (For Linux account only) 6 hours resolution time - All server related issues (Non inclusive of scripts troubleshooting) 24/7 Emergency Phone Support 
Willy: With Vodien, you'll no longer have to worry because we maintain a backup of your website for you! 
VODIEN | Ron: yes,precisely 
Willy: backups up to two weeks => my account has 2 weeks backup right? 
VODIEN | Ron: Yes Willy, your'e right 

2012/5/14 VODIEN | Support Department <[email-masked]> 

Hi, 

We have a 2 days backup retention period for our shared hosing accounts. As such, the backups for before the 6th of May have already been erased. 
Please do refer to our link here:http://www.vodien.com/support/38/how-to-recover-the-folders-and-files-i-accidentally-deleted.html 

If you review above URL, backup period depends on hosting plan the customer select. So before you confirm the backup period, refer above URL, and incase you are not sure of anything, do escalate straight away. 

Regards 
Subir