Promise Technology Inc Announces New ServicePlus On-Site Parts Replacement Program for US and Canada

First I take a stance on how backing up data is a personal responsibility and how Carbonite - a data protection company -- should take the rap for losing its customer's data, then I get comments on the San Francisco Blog about it, and from some high level folks, and now a press release?  Interesting.  It means our blogs matter in the tech world after all.  Here's the release I got on Promise Technology's news about an onsight parts replacement program:

Promise Announces New ServicePlus On-Site Parts Replacement Program for US and Canada

Industry leading support program expands to include on-site component swap offering

MILPITAS, Calif., April 1, 2009 – Promise Technology Inc., a leading supplier of sophisticated RAID storage solutions for enterprise and SMB customers, today announced general availability of the Promise ServicePlus parts replacement plan for their VTrak enterprise class RAID storage subsystems. The ServicePlus program is an available upgrade to Promise’s leading 3-Year limited advanced parts replacement warranty. The ServicePlus plan offers onsite parts replacement 24 hours a day, 7 days a week for the existing VTrak warranty period.

The Promise ServicePlus Plan provides for the rapid response and installation of components that have been identified as being in a fault state. This program provides storage administrators with the peace of mind that their storage is protected 24x7 against component failure. Combined with Promise’s existing 24x7 technical phone support this program is able to significantly minimize downtime. Average response time for component replacement can be as little as four hours in most major metropolitan areas.

“The ServicePlus program builds upon our already best in class support program”, said Vijay Char, Vice President of QA and Support, Promise Technology.  “Continuing to add to our support offering is part of our commitment to providing our customers with the best available uptime and service.”

The Promise ServicePlus plan is available for VTrak E-Class RAID, J-Class expansion chassis and M-Class iSCSI models in the 3U/16-bay form factor. The program is valid for the entire 3 year VTrak standard warranty period.

Pricing and Availability
The Promise ServicePlus plan is immediately available in the U.S. and Canada. Please contact the Promise sales department for further information.

About Promise Technology, Inc.
With a long history of innovation, Promise Technology develops and manufactures sophisticated RAID solutions – offering a complete line of RAID controller cards and SAS/SATA RAID subsystems catering to enterprise, mid-range and entry-level data protection needs worldwide. Known as the originator of SATA/ATA RAID products, Promise’s comprehensive product base includes high available (HA) standalone RAID subsystems with standards-based management interfaces, SAS host-based (internal) RAID controllers for servers and NAS appliances for SOHO. Headquartered in Milpitas, Calif., Promise is ISO-9001:2000 and ISO-14001:2004 certified, and has offices and operations throughout Asia and Europe to support local business partners and customers. For more information, visit Promise Technology's website at http://www.promise.com/serviceplu

Carbonite Online Backup Company Loses Data; Carbonite Is At Fault

I had to post this because it's a classic example of not taking responsibility for something you did wrong.  The online backup company Carbonite reportedly lost a lot of client information : the data of over 7,500 of its customers who trusted it (past tense now) to keep their information in a protected area of cyberspace: a cloud they developed and around which their company is built.

Now as long as I've been at this I've always got an earful about "backing up your data" so I would think a company like Carbonite, which is entrusted with protecting data, would be backing up the data they're charged with protecting.  Right?

Right?

No.  They lost the only data copies they had online, and so now are -- get this -- suing the hardware makers!  If you think that's funny (strange), so do many in the blogsphere, who think as I do.  Take a look at these comments over at TechCrunch :

1) What happens when you get burgled?

We got burgled last week and they took all my local backups. Fortunately I had it all backed up on S3 (and elsewhere too) which saved the day. Not having an offsite backup is a recipe for disaster.

2) They didn’t even have a proper backup? Feels sorry for those who have lost valuable data…

3) “The danger of storing your data in the cloud”

What you should have wrote was:

“The danger of storing your data in the cloud that’s not Amazon.”

Why pigeonhole the real company thats does cloud right for a company that tried to compete against them and failed?

4) No excuse. Carbonite need to accept the blame regardless of who actually caused the problem. It was their decision to use whatever suppliers they chose. I fail to see how they can recover customer confidence after a fiasco such as this.

5) This is the scary thing with putting your data with a company you’ve never heard of. I guess for that matter, putting your data with anyone is a scary thing. Has anyone used amazon s3 with success? I still feel like a drobo or hp media start server is the way to go. Backup is a tough thing.

6) The issue isn’t who the company is but how it does business. I work with a local IT company and we offer various kinds and flavors of backup, typically 3X redundant (live volume, local sync volume, local removable backup volume, offsite RAID). We do this all ourselves with system(s) we built. We started offering backup/recovery because of things like this. I recently moved a customer from a Big Brand Name Backup vendor. Said vendor had not run numerous backups. Said vendor charged ransom to provide the data when the customer quit. Said vendor basically refused to play nice with anyone, even when paid. Carbonite is not expensive but is obviously better at marketing than they they are at solution design (or accepting responsibility for their own mistakes).