Advertisement

Storage News

Arcserve CEO: StorageCraft Backup Data Loss ’Not Acceptable’

Joseph F. Kovar

’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.

So what happened?

[As Arcserve is] moving massive amounts of data from our own data centers into GCP in this planned migration, this type of stuff can happen. And unfortunately it did. And it’s very unfortunate. It’s certainly not the first time a company has lost data. Won’t be the last time. But we have our arms around it. And we’re focused on RCA and remediation at this point. When we look at the affected partners, at this point I don’t have the exact number, but I can tell you that it’s limited mainly to North American partners.

And so what we’re doing to remediate here is, we’ve gone and identified several recovery scenarios (see above) depending on the type of machines that partners are running. [This has] all have been communicated to our affected partners. So we’ve gone to all affected partners with the scenarios that they can follow based on the use cases to start remediating. And we’re in the process of reseeding machines and communicating continuously daily to all the partners. ... The majority of our partners are in the process of reseeding as of today.

It goes without saying that we’re doing everything that should be done. I’ve been through these types of crisis at much larger scale with prior organizations. And we know how to handle a crisis of this magnitude. And make no mistake about it, it’s a big magnitude. But we have our arms around it, and we’re doing everything we can to get our partners out of this situation. It’s a 24x7 job for us remediating the data situation as quickly as possible. And it’s clear we put some partners in a difficult situation. And that personally really, really affects me as I’ve spent the first five months of my time [at Arcserve] equally inside our business and outside of our business ... meeting one-on-one with partners and our advisory councils. And I’ve gotten to know a large swath of our partners, particularly here in North America, and it’s not acceptable for us to put them in this situation.

I think they, to a man and woman, as I sit on the front lines, communicating with them daily since the start of this crisis, all of them appreciate our openness around the issue and our commitment to correct it. And I feel like even though the situation is still to be fully remediated, we’re building goodwill for the future with these partners. I’ll close by saying that we completely know at Arcserve that it’s not acceptable, and we’re moving as quickly as possible so we can get back to building Arcserve into the world-class service organization that we’re building it to be with innovation and reliable technology that in the past we’ve been known for. And I believe that the steps we’re taking in parallel to remediation, which are focused on what the operational failing was and how we never get into this situation again, means that we’re going to exit this issue stronger and better.

 
Joseph F. Kovar

Joseph F. Kovar is a senior editor and reporter for the storage and the non-tech-focused channel beats for CRN. He keeps readers abreast of the latest issues related to such areas as data life-cycle, business continuity and disaster recovery, and data centers, along with related services and software, while highlighting some of the key trends that impact the IT channel overall. He can be reached at jkovar@thechannelcompany.com.

Advertisement
Advertisement
Sponsored Post
Advertisement
Advertisement