(UPDATE: Added text of Patty Marks’ e-mail to the ec_biz loop on 2/16/2015 emphasizing their redundant backups. Also added another screenshot from a different reader who was also told to include a receipt.)
This is the reply a customer received today after e-mailing Ellora’s Cave about getting their ebooks. Keep in mind this is a follow-up to THIS POST where someone on Twitter claiming to be an employee of EC claimed no, you did not need receipts.
Also, on Twitter, another user claims today they were told to produce receipts.
The big jaw-dropper, however, is they admit there are THREE MISSING YEARS of data. I call bullshit on not backing up data. It should be standard practice to back those up, and I cannot imagine a company worth as much as Ellora’s Cave has always claimed they’re worth, whose BUSINESS is digital data, didn’t invest in a couple of tape drives or other relatively inexpensive storage solutions.
Comments are open, peeps. Have at it.
And there’s this…
“We discovered after the switch that the previous site host didn’t retain any of the records or accounts for our customers.”
*blink…blink* That’s reading, to me, that not only is it 3 years of data missing, but ALL of it.
If that data is missing, how is EC supposed to calculate royalties correctly?
Um, isn’t it Ellora’s Cave’s RESPONSIBILITY to make sure there are BACKUPS of this data BEFORE engaging in a site migration??
Hmm. This is VERY…weird, considering that on 2/16/2015, Patty Marks sent out an e-mail to the ec_biz group countering previous claims by others that EC was only run on one sick and dying laptop, and she made it ABUNDANTLY clear that they had…BACKUPS…
Sent: Monday, February 16, 2015 2:36 PM
Subject: [ec_biz] Gossip regarding our systems
I don’t like to address gossip, because it lends to the possibility that someone may find it credible, but I think this is important.Apparently there is someone out there saying that we don’t back up your information and that we run our systems on single computers without backup.This so ludicrous that it shouldn’t need addressed, but just in case…
All of our data, including but not limited to Financial, Manuscripts, Graphics, Spreadsheets, programs and any resources used in the daily business of the company past or present is currently stored in a multi-server network.Each server is raided in the event of a hard drive failure and run we run redundant power supplies as an extra precaution.All data stored on the network is then backed up to another location using automatic backup software.The entire room is on its own electrical panel with commercial grade surge protection and battery backup.Our server network and all computers that access it are protected by the latest in antivirus and firewall technology.We have and still do employ a full-time IT department since 2005 – not to mention three outside consulting and hosting companies, one for the website, one for our computers and servers and one for our accounting programs.
Before that, we were a company consisting of six people or less and had no server network at that time.IT services were subcontracted on an as needed basis.Computers were backed up individually to external storage devices and no one computer contained all of the company information – at least not since I have been with Ellora’s Cave.As the company has progressed so has our hardware and software that we use every day to run things.
As for the confusion in the data loss with the Amazon cloud crash, there was no royalty data lost.The information erased were certain formulas that were built into the back end of the old EC site.We had the consultants who designed the original formulas fix the broken code – using the backups – and install it on our servers as a standalone program.All financial spreadsheets, imported or exported, royalty programs hosted offsite or onsite, have always been stored on our server network as well.Again we run like seven server environments for redundancy.
Our email system and our website all run on multiple cloud based servers for backup redundancy.Our own network has its own backup redundancy as described above.All user passwords and master passwords have to meet strict password requirements and are changed on a regular basis.All internal users require a domain credentials to access the files they have been give permissions to view and remote users need their domain credentials as well as firewall credentials to gain access to the internal network.No one person has access to the entire system except the IT department.All other permissions are locked down by department and department level basis.
AND – on top of it all – we carry business insurance in case of hardware or software failure and data loss.
Can I say with certainty that our systems are absolutely impenetrable?Well, considering people have hacked banks, giant retailers, SONY and managed to crash the Amazon cloud, I would guess not.But to imply that all of our information is on one “dying laptop” is laughable and simply untrue.
Sooo….which is it, Ellora’s Cave? Either you were BACKING STUFF UP, as per PATTY MARKS’ statements, or…you weren’t.
It is UNCONSCIONABLE that a company that deals in DATA would NOT make a FULL AND COMPLETE backup BEFORE migrating a site to a new hosting platform.
And what happened to the OLD backups that SHOULD be there, if all the redundant backups had been taking place as she stated in her message.
Draw your own conclusions. Comments are open.