Reply from xCloudSep 8, 2026
Hi Paolo,
We are truly sorry for the loss of your websites and the weeks of work affected. We fully understand why you are upset, especially with one of the sites being prepared for launch.
To clarify what happened, the infrastructure provider confirmed that the physical host suffered a hard drive failure. We urgently escalated the case and pushed for every possible recovery option, but they ultimately confirmed that the data could not be recovered.
xCloud does provide automated server backup options, but backups were not enabled for this server during deployment from your side, and no separate snapshots were available. Without an independent backup copy, recovery from this type of physical disk failure was unfortunately impossible.
This is an extremely rare incident and the first complete data-loss event of this kind we have encountered in our years of operation.
We have formally escalated the incident with our infrastructure provider and requested a complete root cause analysis, incident timeline, explanation of the delayed response, and details of the recovery attempts. We are also reviewing how backup status and related risks are communicated to customers.
As compensation, we have provided a refund equivalent to two months of payments. We understand that financial compensation cannot restore the lost work, but we wanted to take responsibility and provide some immediate support.
We would like to speak with you directly, review the impact, and discuss an appropriate resolution. Please reply to your existing support ticket so that our senior team can follow up with you personally.
xCloud Team
