Quite a Disappointment - Cloudberry
I have used this product for about about 2 months now. I have had numerous problems trying to restore files. It probably worked half the time. It would never tell you why it did not work, just that it failed. When I email the support team, it takes (for a fast response) about 24 hours for a reply. If I email on a Friday, they never respond until at least the following Monday. What do I do if I am in a dire situation and NEED to restore a file? This is not music software, it is mission critical backup software - I expect something better than this.
I do not like the interface, it is not intuitive at all. It does not list out each backup in logical historical fashion, only lists your "backup plans", or lists ALL files backed up for a given plan (potentially hundreds of thousands of files...) needless to say worthless information...
Also the restore never shows you the accurate size for the file you are restoring, eg it might say "6 GB) for a 1.5 GB file...
The final straw was I reached the 1 TB limit for my version, and it would not allow any further backups. However because I was doing "block mode" backups there were no purge options, so I could not delete any backed up data to make room for more (I only really had 600 GB of data in total to back up). I was between a rock and a hard place, with absolutely no options.
I opened a ticked with Cloudberry regarding the above ("please help, what are my options"), it's been 8 days and 4 desperate attempts at a response for help, and still nothing from the Cloudberry folks. Do they actually not know what to do?
Looks like I'll be shopping for a different backup software product.
- Leave a Comment |
- Mark review as helpful
Terrible Support for a buggy software
I have no doubt that this software will work for small companies of a few (less than 3) servers or backup locations. But if you have more than that, I wouldn't necessarily use them. In general, I find their support to be utterly useless, their software is buggy as hell. These 2 factors really detract me from using this software at all. Let me get into the details:
1. On Software bugs. I work for a startup and we use them as they have easy integration with AWS, however, pretty soon after we put some work on this backup software it stops backing up. Backups that should take less than 30 min runs for 16+ hours and do not finish. Seemingly stuck. If there is a software limit, I as the customer would like to know about it so that I can work around it if need be or just use a different software. If this is a bug I would expect them to investigate and fix this problem. They have done either, which brings me to my next point.
2. On Support. Since this backup has been broken, I have been in contact with support. First I noticed that there was some RAM contention on my 32GB RAM backup server, so I gave that a bit more beef, because why not and if you do a search for backups not progressing with Cloudberry you will find other users stating that the process eats a lot of RAM, okay, sounds inefficient, but I can work around that. But after the upgrade not doing anything to solve the problem, I opened a support case 1/8/2015 and to today 4/29/2015, I have not gone any further than the day that I opened the case. Except they have asked me to upgrade my software twice, since they have been patching through my ticket lifetime and both times gave me issues on my server after a patch. Support is also in EU time and thus I get at most 1 message with them a day.
3. Lastly I want to talk about their patches. Especially with the latest .46 patch. It doesn't have any internal rollback. If the patch fails, don't delete my files. If you remove those files and the patch fails, you will leave my app in an unusable state, but nope, CB decides that it is okay to do this patch without any roll back built into the installer.
That's just my thought, but if I was looking for a software to runbackups, I wouldn't choose Cloudberry no matter how cheap they are.
LACK of USA support
All there support comes from Russia and even they are not sure how to resolve most of the issues. There software also has a lot of issues internally. With that being said I cannot trust the security of my information when they cant properly support it. I specialize in Data Security and this company does not have that in mind when they created there software. That is all I will state in this review. DON'T Trust CloudBerry Labs.