Last Weds afternoon my site went down, along with a second non-XF site. I mean down hard. No cpanel, email, nothing. On Thursday AM I submitted a ticket and was informed their admin is working on it. Further inquiries said nothing more than "thank you for your patience, our admin is working on the issue". When I pushed them to clarify what "the issue" is, they said a RAID drive failed and they are trying to recover it. That makes no sense since RAID arrays are designed so that if a drive fails, the other take over until it is replaced. At this point I am calling BS and my theory is that they probably got hit with a ransomware hack and all of their data is now an encrypted train wreck.
Anyhow, come late Saturday I get a note saying, "they are working on "the issue, what is my userid, and do I happen to have a backup of my files and database". Oh just great, so apparently they do not have backups either. I told them that my last local backup is several months old, they said they will get back to me. Meanwhile, if you check their website, they still report no outages although I am now hearing from others experiencing same thing.
I have had outages with other hosts in the past. At least they were very professional and provided frequent updates and details on what was going on even when it was that they had been hacked. In all cases the hosts had backups at the ready so the worst case was loss of maybe 1 week worth of data. Even when screw-up was my doing, hosts always had backups available.
Today I moved everything (unfortunately using an old backup) to MattW based on recommendation of several folks here. On a Sunday afternoon the response from Matt was immediate. He also assured me of the following ...
Just to put your mind at ease, I do an incremental backup of the files every 6 hours, plus a database backup every 24 hours. They are incremental, and I store 3 months worth. I also do a weekly cPanel account backup, which I store 4 rolling versions. All off on a dedicated backup server. The cPanel backups are also sent to Amazon S3 for redundant storage.
Should XFHosting manage to recover things I will FTP whatever they have and update at my new host.
RUN, don't walk away from XFhosting.com. They make me miss even the hosts people complain about like GoDaddy.