{"id":7960,"date":"2021-03-01T17:13:34","date_gmt":"2021-03-01T22:13:34","guid":{"rendered":"https:\/\/chriscolotti.us\/?p=7960"},"modified":"2022-02-23T13:53:36","modified_gmt":"2022-02-23T18:53:36","slug":"stop-trusting-spanning-backup-with-your-data","status":"publish","type":"post","link":"https:\/\/chriscolotti.us\/everything-else\/miscellaneous\/stop-trusting-spanning-backup-with-your-data\/","title":{"rendered":"Stop Trusting Spanning Backup with Your Data"},"content":{"rendered":"\n<p><a href=\"https:\/\/chriscolotti.us\/wp-content\/uploads\/2021\/03\/FU_spanning.png\"><img loading=\"lazy\" decoding=\"async\" data-attachment-id=\"7964\" data-permalink=\"https:\/\/chriscolotti.us\/everything-else\/miscellaneous\/stop-trusting-spanning-backup-with-your-data\/attachment\/fu_spanning\/\" data-orig-file=\"https:\/\/chriscolotti.us\/wp-content\/uploads\/2021\/03\/FU_spanning.png\" data-orig-size=\"1674,450\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"FU_spanning\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/chriscolotti.us\/wp-content\/uploads\/2021\/03\/FU_spanning-300x81.png\" data-large-file=\"https:\/\/chriscolotti.us\/wp-content\/uploads\/2021\/03\/FU_spanning.png\" class=\"aligncenter size-medium wp-image-7964\" src=\"https:\/\/chriscolotti.us\/wp-content\/uploads\/2021\/03\/FU_spanning-300x81.png\" alt=\"\" width=\"300\" height=\"81\" srcset=\"https:\/\/chriscolotti.us\/wp-content\/uploads\/2021\/03\/FU_spanning-300x81.png 300w, https:\/\/chriscolotti.us\/wp-content\/uploads\/2021\/03\/FU_spanning-768x206.png 768w, https:\/\/chriscolotti.us\/wp-content\/uploads\/2021\/03\/FU_spanning-1536x413.png 1536w, https:\/\/chriscolotti.us\/wp-content\/uploads\/2021\/03\/FU_spanning.png 1674w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/p>\n<p>This has been a difficult thing to try and wrap my head around, but the following is a story about how Spanning Backup simply DELETED all my backups from the last 3+ years.\u00a0 What I am going to detail in the paragraphs to follow is not only a timeline of their horrible stewardship of the data, but also how their own process failures will result in this happening to others at some point.\u00a0 If you are a customer of Spanning Backup, please read on and be prepared for the worst.\u00a0 I will state that I was a user of their service for over three years with my personal data and the data of my wife&#8217;s small business.\u00a0 The following has nothing to do in any way with my day job working for another data protection vendor.\u00a0 This is a personal horror story.\u00a0<\/p>\n<h3>Spanning Backup, Feb 18th 2021<\/h3>\n<p>This started like any other day for the most part except I decided to log into the Spanning Backup account used to backup my two GSuite Users.\u00a0 To my surprise the UI told me my account was expired and there was zero backup data.\u00a0 As you can imagine panic set in and in my haste I started to hit the renew button.\u00a0 The first mistake as this actually charged a renewal <strong>TWICE<\/strong> in a row for some reason, which has yet to be credited as of today in fact.\u00a0 I then examined my records because I knew I placed the renewal in 2020, and for sure I did and in fact November 12th, 2020 service was renewed.<\/p>\n<p>I subsequently opened a ticket about the missing backups only to wait DAYS for someone to actually get back to me.\u00a0 It seems this tweet ultimately got someone to pay attention:<\/p>\n<p><blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\"><p lang=\"en\" dir=\"ltr\"><a href=\"https:\/\/twitter.com\/spanningbackup?ref_src=twsrc%5Etfw\">@spanningbackup<\/a> ummm\u2026.I need help ASAP\u2026.ALL my backups are GONE!  System said renwal was required but it was renewed in Nov 2020\u2026.WTF?!<\/p>&mdash; Colotti+ (@ccolotti) <a href=\"https:\/\/twitter.com\/ccolotti\/status\/1362460287740370949?ref_src=twsrc%5Etfw\">February 18, 2021<\/a><\/blockquote><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script><\/p>\n<p>What I came to find out later about what they did to my data, and their EULA has been nothing short of maddening.<\/p>\n<h3>The Spanning Backup EULA Storage HAS Limits<\/h3>\n<p>Their EULA as of the time of this post is <a href=\"https:\/\/chriscolotti.us\/wp-content\/uploads\/2022\/02\/Spanning_EULA_3-1-21.pdf\" target=\"_blank\" rel=\"noopener\">captured here<\/a> as I suspect they will be changing it, or maybe they won&#8217;t.\u00a0 The part to point out is Page 3, section 4 about Usage Limits.\u00a0 Specifically, the following is stated in the version I have examined.<\/p>\n<ul>\n<li>Licensee\u2019s usage of the Software is subject to usage limits, including, for example, the quantities specified in an Order Form. Unless otherwise specified, (a) a quantity in an Order Form may refer to sets, users, devices, storage or other metrics as applicable to the Software or Service, and such usage of the Software or Service may not exceed the applicable usage metric, (b) a User\u2019s password may not be shared with any other User or person, or used simultaneously with multiple instances of the Software, and (c) a User identification may be reassigned to a new individual replacing one who no longer requires use of the Software or Service. If Licensee exceeds a contractual usage limit (\u201cExcessive Use\u201d), Spanning shall give notice to Licensee of any Excessive Use by Licensee (\u201cExcessive Use Notice\u201d). If Licensee fails to cure any Excessive <strong>Use within five (5) days<\/strong> of the date of receipt of an Excessive Use Notice, <strong>Licensee shall promptly execute an Order Form and pay for additional quantities of the applicable Software promptly upon Spanning\u2019s request<\/strong>, and\/or pay any invoice for excess usage in accordance with the payment terms and pricing set forth in this Agreement and any Order Form. Notwithstanding the foregoing, in any event Spanning reserves the right to suspend the Services for any Excessive Use by Licensee.<\/li>\n<li>Spanning <strong>does not impose any pre-set limits<\/strong> on the amount of storage capacity Users are allowed to consume; however, it is Excessive Use if at any time the cost of Licensee\u2019s Users\u2019 storage consumption far exceeds the Fees for the Services as calculated by Spanning.<\/li>\n<li>For any license or licenses of Licensee, storage of <strong>more than ten (10) gigabytes<\/strong> of Customer Data per license for a period of two (2) consecutive months or longer is Excessive Use.<\/li>\n<\/ul>\n<p>To me, this is a mess, and at best a bait and switch.\u00a0 In one statement, there is &#8220;NO PRE-SET Limits&#8221;, yet the next paragraph states a ridiculous limit of 10 Gigabytes per license (User).\u00a0 I am not even sure where they came up with 10 Gigabytes (after stating no limit where 10 Gigabytes is clearly their limit).\u00a0 Most people have 256 Gigabytes on their iPhone so 10 Gigabytes of backup storage is, quite frankly a joke.<\/p>\n<p>Secondly, the fact you have to pay more for going over a hidden non stated limit by way of &#8220;executing an order form&#8221; is confusing at best.\u00a0 This is the bait and switch part.\u00a0 Basically you get 10GB per user and you will be considered excessive over that and get 5 days to comply.<\/p>\n<p>Lastly,\u00a0 let&#8217;s pay attention to the<strong> FIVE DAY<\/strong> warning as this will be come very important.\u00a0 There is no 30 or 60 day notice there is a 5 day notice to pay for more storage&#8230;.on a system that &#8220;<strong>does not impose any pre-set limits&#8221;.\u00a0 <\/strong>The more times I read this the sillier it became.<\/p>\n<h3>The Data Gets Deleted<\/h3>\n<p>So let&#8217;s go back to the timeline of events.\u00a0 As I investigated more it turns out I was sent ONE email warning of my usage.\u00a0 however, they company also confirmed just <strong>ONE<\/strong> notice was sent, nothing else.\u00a0 I mean I sound like Sean Connery in &#8220;The Hunt for Red October&#8221; here &#8220;Just one ping only please&#8221; but I digress.\u00a0 Bear in mind this process alone shows that Spanning is a horrible steward of data.<\/p>\n<p><strong>October 22nd, 2020 &#8211; Single usage warning email sent<\/strong><\/p>\n<p>Guess what?\u00a0 I never saw it.\u00a0 When they sent me a copy it made sense why&#8230;.it looked just like most other messages from them I got weekly or monthly.\u00a0 There was no &#8220;impending doom&#8221; look or feel about it.\u00a0 There was also just a link to a simple form which looks like a standard inquiry form.\u00a0 \u00a0So yes, they sent it, but one warning in a mass of emails is not a good process to steward data!<\/p>\n<p><a href=\"https:\/\/chriscolotti.us\/wp-content\/uploads\/2021\/03\/Spanning_Email.png\"><img loading=\"lazy\" decoding=\"async\" data-attachment-id=\"7961\" data-permalink=\"https:\/\/chriscolotti.us\/everything-else\/miscellaneous\/stop-trusting-spanning-backup-with-your-data\/attachment\/spanning_email\/\" data-orig-file=\"https:\/\/chriscolotti.us\/wp-content\/uploads\/2021\/03\/Spanning_Email.png\" data-orig-size=\"1194,1290\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"Spanning_Email\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/chriscolotti.us\/wp-content\/uploads\/2021\/03\/Spanning_Email-278x300.png\" data-large-file=\"https:\/\/chriscolotti.us\/wp-content\/uploads\/2021\/03\/Spanning_Email.png\" class=\"aligncenter wp-image-7961\" src=\"https:\/\/chriscolotti.us\/wp-content\/uploads\/2021\/03\/Spanning_Email.png\" alt=\"\" width=\"600\" height=\"648\" srcset=\"https:\/\/chriscolotti.us\/wp-content\/uploads\/2021\/03\/Spanning_Email.png 1194w, https:\/\/chriscolotti.us\/wp-content\/uploads\/2021\/03\/Spanning_Email-278x300.png 278w, https:\/\/chriscolotti.us\/wp-content\/uploads\/2021\/03\/Spanning_Email-768x830.png 768w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/a><\/p>\n<ul>\n<li>November 12th, 2020 &#8211; Renewal processed<\/li>\n<li>November 28th, 2020 &#8211; 36TB of data was &#8220;reaped&#8221;<\/li>\n<li>Feb 18th, 2020 &#8211; I find out about the data being gone and they tell me there is no way to get it back<\/li>\n<\/ul>\n<p>There was NO other notifications ZIP, ZERO, NADA!\u00a0 In fact they took my money for renewal AFTER the warning and BEFORE the data was reaped, and their process had not other notifications.\u00a0 I mean how screwed up is that?!\u00a0 They also confirmed I was not even sent a &#8220;sorry your account has been suspended&#8221; notification.\u00a0 I had no idea that for over TWO MONTHS, I was not even getting backups!\u00a0 If you are a Spanning customer and you MISS this one notification, be warned.<\/p>\n<h3>Spanning Backup Failed Processes<\/h3>\n<p>I have no problem paying for services I use.\u00a0 Where I take issue is where the process fails and basically screws the customers.<\/p>\n<p><strong>Spanning Failure #1:<\/strong>\u00a0 Don&#8217;t tell people there&#8217;s no limit&#8230;.when there really is, just state it and move on.\u00a0 Don&#8217;t be shady as shit, just state it and ALSO state the cost for more!\u00a0 This is not news to anyone, but sucking people in for $4\/month\/user then pulling this crap is unacceptable.\u00a0<\/p>\n<p><strong>Spanning Failure #2:<\/strong>\u00a0 Don&#8217;t send one notification with 5 days to comply, give AT LEAST 30 days with multiple notices.\u00a0 Hell, GoDaddy bugs you for 2 months before your domain expires and continues to do so every week until the final day and they are dealing with domain names, NOT DATA!<\/p>\n<p><strong>Spanning Failure #3:<\/strong>\u00a0 The system does NOT even have a way to exclude directories or file types like media files from Camtasia export.\u00a0 So I asked them to explain to me HOW a customer is supposed to control their dataset.\u00a0 Short answer, you CAN&#8217;T!\u00a0 It&#8217;s either on or off to backup GDrive, so be warned.\u00a0 Even if you know which directories have large data you can&#8217;t control it, so your only recourse is to pay MORE than their stated per user price for their limit that does not exist.\u00a0 Processes all that for a moment.<\/p>\n<p>You have to understand you are trusting Spanning with your data, and they are shady as can be about their processes and their limits and I paid the ultimate price in lost data.<\/p>\n<h3>Spanning Backup The Aftermath<\/h3>\n<p>At this point there is no getting the data back.\u00a0 They have offered NO compensation or retribution for the 3 years of lost data.\u00a0 They only thing they have offered is 3 years of backups for up to 45TB of data, yet they reaped 32TB and are only giving me less than 10TB more?\u00a0 That will not even last the three years and considering GSuite is unlimited storage, what are they even thinking as a backup provider?<\/p>\n<p>So here is the more interesting thing.\u00a0 To make this offer even work they want to provision 45 user licenses even though I only have TWO users!\u00a0 So do the math.\u00a0 That&#8217;s 1TB per license, so tell me AGAIN there is no limits?\u00a0 Seriously what games are they playing here?\u00a0 Also how does that even make sense in their system?\u00a0 Is it PER USER, or an aggregate of licenses to a pool of storage?\u00a0 I mean hell if I know at this point, it makes zero sense.<\/p>\n<p>Then if I go over 45TB (remember you can&#8217;t control directory level or file type backups either) so it&#8217;s guaranteed I will go over, they want ME TO PAY THEM MORE&#8230;&#8230;.even after they deleted my three years of data!\u00a0 So what exactly am I getting?\u00a0 I could tell you but the analogy might be just a tad to vulgar even for me&#8230;<\/p>\n<p>Here is how I take the value of their offer:<\/p>\n<ul>\n<li dir=\"ltr\">45 licenses @ $4\/month\/license = $180 \/ month<\/li>\n<li dir=\"ltr\">$180 \/ month * 12 months = $2160 \/ year<\/li>\n<li dir=\"ltr\">$2160 \/ year * 3 years = $6480<\/li>\n<\/ul>\n<p>I think they should cut me a check for $6480 and we part ways, based on their own value of the licenses that seems fair right?<\/p>\n<p>Their business practice is classic bait and switch.\u00a0 They pull you in with a $4\/user\/month price claiming no limits but when you hit one they want more money.\u00a0 I guess the next step is to file some Better Business complaints, maybe see if CRN, or a trade rag will pick up this story.\u00a0 I even <a href=\"https:\/\/www.linkedin.com\/posts\/ccolotti_fred-voccola-needs-to-explain-to-how-a-single-activity-6769783293366874112-6yza\" target=\"_blank\" rel=\"noopener\">tagged the CEO of Kaseya on LinkedIN<\/a>, with no response, which I am not surprised.\u00a0 Fred Voccola should be ashamed as shit of doing this to even a small business.\u00a0 It&#8217;s hard enough to survive these days, but then to just treat a customer like garbage.\u00a0 I don&#8217;t care what you&#8217;re charging me if I am paying I am worth more than that and so is my data Fred.<\/p>\n<p><a href=\"https:\/\/chriscolotti.us\/wp-content\/uploads\/2021\/03\/LI_Post.png\"><img loading=\"lazy\" decoding=\"async\" data-attachment-id=\"7962\" data-permalink=\"https:\/\/chriscolotti.us\/everything-else\/miscellaneous\/stop-trusting-spanning-backup-with-your-data\/attachment\/li_post\/\" data-orig-file=\"https:\/\/chriscolotti.us\/wp-content\/uploads\/2021\/03\/LI_Post.png\" data-orig-size=\"1084,1616\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"LI_Post\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/chriscolotti.us\/wp-content\/uploads\/2021\/03\/LI_Post-201x300.png\" data-large-file=\"https:\/\/chriscolotti.us\/wp-content\/uploads\/2021\/03\/LI_Post.png\" class=\"aligncenter wp-image-7962\" src=\"https:\/\/chriscolotti.us\/wp-content\/uploads\/2021\/03\/LI_Post.png\" alt=\"\" width=\"600\" height=\"894\" srcset=\"https:\/\/chriscolotti.us\/wp-content\/uploads\/2021\/03\/LI_Post.png 1084w, https:\/\/chriscolotti.us\/wp-content\/uploads\/2021\/03\/LI_Post-201x300.png 201w, https:\/\/chriscolotti.us\/wp-content\/uploads\/2021\/03\/LI_Post-768x1145.png 768w, https:\/\/chriscolotti.us\/wp-content\/uploads\/2021\/03\/LI_Post-1030x1536.png 1030w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/a><\/p>\n<p>The bottom line is if you use Spanning Backup, go back and check your usage and be warned, they <strong>WILL<\/strong> delete your data or maybe they are just discriminatory about whose data they deleted given the day of the week.\u00a0 Either way it will get done without regard for how long you have been a customer.\u00a0 I was with them for THREE years and this is how easily they just dumped my data into the ether, with almost no viable offer of compensation for my losses.\u00a0 Please comment, share, tell anyone you know using their service to dump them ASAP.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>This has been a difficult thing to try and wrap my head around, but the following is a story about how Spanning Backup simply DELETED all my backups from the last 3+ years.\u00a0 What I am going to detail in the paragraphs to follow is not only a timeline of their horrible stewardship of the &hellip;<\/p>\n","protected":false},"author":2,"featured_media":7964,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[5],"tags":[],"jetpack_publicize_connections":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ 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Trusting Spanning Backup with Your Data\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/chriscolotti.us\/#website\",\"url\":\"https:\/\/chriscolotti.us\/\",\"name\":\"Chris Colotti&#039;s Blog\",\"description\":\"Thoughts and Theories About...\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/chriscolotti.us\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/chriscolotti.us\/#\/schema\/person\/7dd10fd3d400b31cbb9a4a4a14adb0c7\",\"name\":\"Chris Colotti\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/chriscolotti.us\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/c93553a4a3e76f774ead33ebad5dbc1e?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/c93553a4a3e76f774ead33ebad5dbc1e?s=96&d=mm&r=g\",\"caption\":\"Chris 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Previously to this he spent close to a decade working for VMware as a Principal Architect. Previous to his nine plus years at VMware, Chris was a System Administrator that evolved his career into a data center architect. Chris spends a lot of time mentoring co-workers and friends on the benefits of personal growth and professional development. Chris is also amongst the first VMware Certified Design Experts (VCDX#37), and author of multiple white papers. In his spare time he helps his wife Julie run her promotional products as the accountant, book keeper, and IT Support. Chris also believes in both a healthy body and healthy mind, and has become heavily involved with fitness as a Diamond Team Beachbody Coach using P90X and other Beachbody Programs. 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