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Arcserve CEO: StorageCraft Backup Data Loss ’Not Acceptable’

’In terms of magnitude, it’s the only thing I’m thinking about waking up and going to bed every night. It’s orders of magnitude more important than anything else that I have going on in terms of operating this business,’ says Arcserve CEO Brannon Lacey of the move by his company to bounce back from a human error that caused customers of some StorageCraft MSPs to lose their backup data.

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A Data Protection Company’s Nightmare

Data protection software and appliance technology developer Arcserve is in the midst of a long-term recovery from a human error which resulted in an as-of-yet unknown number of end-user clients from the company’s StorageCraft business losing their backup data. The error, which happened when the company was moving the StorageCraft backend operations from an internal data center to the Google Cloud Platform as a way to add resilience to the system, is now practically the only thing Arcserve CEO Brannon Lacey thinks about, Lacey told CRN.

For Lacey, the loss of some backup data has become the top issue of his so-far five-month tenure as CEO of Arcserve. “I guess you could say the honeymoon might be over,” he told CRN.

The data loss primarily affected clients of MSPs working with StorageCraft, which early last year merged with Arcserve. While the data loss does not impact primary data, it does leave clients’ primary data at risk should it be lost or attacked because it now may not be backed up. Arcserve is in the process of remediating the issue with its StorageCraft MSPs, including looking at how to reseed the backups and ensure previously protected data is protected again.

To help partners impacted by the backup loss, Arcserve is proactively providing partners with specific information on how to re-seed to its Google Cloud Platform (GCP). The company is also offering options to restore backups, including a no-cost expedited direct delivery of seed drives for machines over 3 TBs of capacity, Arcserve-initiated re-seeding over the wire for partners with ShadowProtect machines, and re-seeding over the wire for partners with ShadowXafe and Solo machines. Arcserve is also recommending that partners create an additional offsite backup.

For details about how the backup data was lost and on the impact of the loss on Arcserve and its partners, read on.

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