I'm loathe to raise this here but I think it's required bearing in mind what it is we are selling to out customers, peace of mind and insurance against data storage failure.
Several weeks ago we got an alert (another one, we've raised this in the past) suggesting that a client had flagged a file as deleted but that the server is unable to find the original. Wanting to get to the bottom of this, I raised my concerns with the Vembu support team.
Without dragging this out too much, their response leaves me less than confident.
Here is the abbreviated and paraphrased conversation (via email):
We wrote:Hi, we have an alert trigger nearly 200 times that states the a deleted file cannot be found on the server. This worries us as I assume we cannot restore this deleted file. Is there a verification process to use?
Vembu Support wrote:You can verify this by restoring files, selecting "deleted only" and checking the file.
We wrote:How can we tell which file was deleted as the event message doesn't say?
Vembu Support wrote:We're sorry but it is not possible to know which deleted file is missing but this is happens infrequently. If it starts to occur more often will can insert a debug exe to find out.
We wrote:Let me get this clear:
1. The server doesn’t have a file that client has deleted
2. The client cannot restore this file as it’s not on the server
3. We have no way of knowing which file is missing
4. We have no way to test the completeness and validity of the file storage system
5. We will have to explain to our customers why, when they attempted to restore this deleted file, the file cannot be recovered?
I'm not attempting to undermine the Support guys here but for us this is unacceptable that this occurs. If our customer was to attempt a restore, finds the file(s) cannot be recovered and we cannot help in any way, our credibility would be shot. It's for this reason I've started this thread as Vembu has in the past said that they rank feature requests based on demand, hopeful that others will find the ability to verify the storage system, the intactness of the backups and the validity of the data stored to be of paramount importance to our 'product'.
So please Vembu decision makers, stop adding (great) new features to this product and concentrate and making it bulletproof, accountable and verifiable!