Sir, your website package has no backup recovery function.

{me on the phone with tech support trying to get a clients website to rollback to a time before it was updated by a non-supporting theme which broke the site}

Me: Are you kidding me? What kind of mickey mouse operation you got going over there? This is precisely why we implemented our own hosting platform for our clients so they always had the ability to recover their site when needed.

Them: Sir, I assure we will make this right for you and your client. And this one time restore we will do at no charge to your client.

Me: I hope so.

Them: What date were you looking to rollback the site to?

Me: May 2nd

Them: Okay, we can do that. May I suggest adding “backup recovery” to your clients account.

Me: What? That should be something you include. We include it free to our clients.

Them: No Sir, it’s an extra $14.99 a year.

Me: Seriously, that’s $1.25 a month – just add it to their package and call it a value added service.

Them: Sir, makes sense, but we can’t.

Me: When can I tell my client to expect his website to be recovered?

Them: 24 hours.

Me: Okay, expect a call if it’s not restored.

{25 hours later, me on the phone with them again}

Them: Hi Sir, yes we have a record of you calling, but the support ticket is blank.

Me: So me being on the phone yesterday was what…a test run?

Them: Sir, you wanted the website removed correct?

Me: So help me if you idiots remove the site…you were supposed to do a back up recovery to May 2nd.

Them: Sir that date is not available.

Me: WTF

Them: It might have been when you called, but it’s 24 hours later so it’s no longer available – will the May 5th file work.

Me: Yes, okay fix it.

Them: Sir we have escalated this the 2nd level support team and they will take care of this in 24-48 hours.

Me: Not acceptable. You already wasted 24 hours.

Them: Okay Sir we will fast track it.

Me: Email me the progress.

{gets my email address to keep me in the loop on recovery process}

{20 minutes I receive an email}

Them (via email): We have started the process of recovery, can you ask your client to approve the cost of $100 for recovery.

Me: No, I will not ask my client, your technician agreed to have it done for FREE.

Them: Oh okay.

{5 minutes later}

Them: Sir please check site now, should be recovered.

** I deal with this shit all the time, hosting companies trying to nickel and dime the client for every little thing. WE don’t do that. Our hosting package is all inclusive and comes with continuous backup and recovery, security protocols to ward against hackers and intrusion and 24/7 support that keeps your site running. **