Last night, at about 11:30 or so, I got an alert from ManageWP that my client’s site was down. I logged in, and saw that (apparently) during the scheduled database optimization, nearly $50,000 worth of online sales had somehow been cleared from the database.
My reaction was something along the lines of this:
Now, I could have restored from our backups – the site backs up every 12 hours. However, it crashed 11 hours after our latest backup – meaning, if we wanted to restore, we’d lose 11 hours worth of orders (nearly 100). That wasn’t an option I was willing to consider.
So, on a wish and a prayer, I reached out to the client’s host, MDD Hosting. And they came tf through.
I emailed them around midnight EST. I got a response about half an hour later. By that time, I had mainly pinpointed the issue – our
X_woocommerce_order_itemmeta tables had crashed (hence why there was no order data). But I couldn’t repair them – the server kept timing out.
I explained the issue to the customer service rep (around 1:00 AM EST at this point) and he was able to verify the problem. From there, he went above and beyond by manually repairing the tables from the command line.
At about 2:00 AM, EST, our website was back in working order. And not a single order had been lost. All of our data was back where it belonged, and everything was working perfectly.
I may have cried tears of joy.
The MDD Hosting Customer Service Reps are Superheros
This isn’t the first time MDD Hosting has helped me out of a bind – and not the first time they’ve done it at 2:00 AM. Their customer service is phenomenal. I’ve never had a question or issue they haven’t addressed promptly – even their email tickets usually get a response in just a few minutes.
Combine that with some seriously great services, and they’re a breath of fresh air in the hosting world – especially for those with lower budgets but serious website needs.
If you’re looking to switch hosts and are looking for a reliable cPanel hosting company, I can’t recommend MDD enough.
Do you have any website horror stories? Or stories of truly heroic hosting service? Share them in the comments!