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Just to clear the air a bit here. The outage was due to a failing HDD in the machine, and the tech worked on recovering the data for a good 3 hours due to the customer having no backup solution.
The tech was advised to update the customer, however he dropped the ball on that, and we apologize. He has been reprimanded for it, and I don?t think he will let this kind of thing happen again. Personally I think he was so wrapped up in what he was doing, he didn?t realize how much time had passed.
I?m not making excuses for the tech, but I wanted to respond to this thread so our side of the story is heard.
Thanks,
Brad
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