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Definitely not fun, yet not unusual unfortunately. Even if the host did everything perfectly they have no way of knowing that the failed drive is actually a failed controller.
If you have an important server on which you need to avoid having a similar experience, Clonebox would keep your sites up while the main server is being worked on. You would have received a phone call from us when our monitoring saw that the sure was down and we would have launched the clone, so minutes down time would have been minutes rather than a day or two.
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