I would still note that allowing “one time” restoration is a very limited policy – and over the lifetime of a customer, would not be adequate – and I agree, the tone of the response was, to me, “well, we’ll do it once, and only as an exception, and this is not part of our job”.

I would also take this opportunity to note that it is my common experience when dealing with Aplus.net customer support that their English is poor – there are other examples in my blog of online chat sessions that were incredibly frustrating. Again, I think it’s a systemic issue, not an individual’s fault.

I do commend you on caring about what people are writing about your customer care service and appreciate the comment.

I am the Sr. V.P. of Customer Care at Aplus.Net. I came across this posting via Google alerts. I am writing because the information given to you from whoever you dealt with gave you incorrect information. Aplus.Net does backup our customer’s hosting plans, as long as they are on a shared server platform. Dedicated Server customers can opt for backup services at an additional charge, but shared hosting customers do not pay anything additional.

The comment about it being a one time only service shows that Aplus.Net does backup the servers. If not, how could a “one time” restore of the data be provided.

Yes, I admit that the flavor of the cimmunication was less than friendly as well. If you have the name of the individual that communicated this to you I can have them iinformed of their mistake.

Regards,

Russ Gilman