JO
Juan O
1 reviews | Active since Apr 2010
10 Nov 2025, 12:05
Deleted 2 x Production Servers without any notice! All gone with no recovery options! Very bad experience!
Xneelo backend developers deleted 2 of our production instances without any notice to us. We have lost 4+ months worth of asset register information from our RMM system due to this. And the best response we received from them was we're so sorry for the inconvenience if there is anything we can do let us know! They could not even recover the deleted instances! Really terrible "World Class" environment their running on the backend with no due diligence processes in place where developers can't just delete production instance within the blink of an eye! Please think twice before spinning up anything in their hosting environment!
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Replies (3)
Xneelo's replyOfficial
10 Nov 2025, 14:20Dear Juan,
We sincerely apologise for the serious error that led to the deletion of your production instances. We fully understand how devastating this has been for you and your clients, and your frustration and disbelief are justified.
We take full responsibility for the incorrect deletion of the instances and want to assure you that we’re conducting a thorough internal review to understand how this occurred.
While we recognise that no apology can undo the loss, we would appreciate the opportunity to continue this conversation directly. Our team remains available to you.
The xneelo team
Xneelo's reply10 Nov 2025, 14:20
Official
Dear Juan,
We sincerely apologise for the serious error that led to the deletion of your production instances. We fully understand how devastating this has been for you and your clients, and your frustration and disbelief are justified.
We take full responsibility for the incorrect deletion of the instances and want to assure you that we’re conducting a thorough internal review to understand how this occurred.
While we recognise that no apology can undo the loss, we would appreciate the opportunity to continue this conversation directly. Our team remains available to you.
The xneelo team
JO
Juan O's updateReviewer Update
11 Nov 2025, 09:30You guys have really not taken any responsibility or even tabled any proposed remediation plans to assist us during the ordeal, not even with as much as a platform credit! Really very disappointed in the way Xneelo handle support when things go pear shape!
JO
Juan O's update11 Nov 2025, 09:30
Reviewer Update
You guys have really not taken any responsibility or even tabled any proposed remediation plans to assist us during the ordeal, not even with as much as a platform credit! Really very disappointed in the way Xneelo handle support when things go pear shape!
Xneelo's replyOfficial
11 Nov 2025, 10:54Dear Juan,
We’ve reached out to you directly and will continue to engage through our support channels to offer further assistance.
Your xneelo team
We’ve reached out to you directly and will continue to engage through our support channels to offer further assistance.
Your xneelo team
Xneelo's reply11 Nov 2025, 10:54
Official
Dear Juan,
We’ve reached out to you directly and will continue to engage through our support channels to offer further assistance.
Your xneelo team
We’ve reached out to you directly and will continue to engage through our support channels to offer further assistance.
Your xneelo team