Infrastructure // PC & Servers
News
10/12/2009
02:22 PM
Connect Directly
LinkedIn
Twitter
Google+
RSS
E-Mail
50%
50%

Microsoft, T-Mobile Apologize For Data Loss, Offer Month Credit

Sidekick users who lost their data won't be getting it back. T-Mobile and Microsoft say the data is gone.

T-Mobile and Microsoft said on Saturday that personal information that had disappeared from some customers' Sidekick mobile devices was almost certainly lost and apologized for the incident.

Affected data includes contacts, calendar entries, photos, notes, and saved e-mails.

T-Mobile has partnered with Microsoft subsidiary Danger to manage data services for its Sidekick mobile devices. Danger began experiencing technical troubles last week that lead to the loss of some of the customer data stored on its servers.

For Sidekick users who ran out of battery power, removed their battery, or reset their devices during this period, data was lost both locally and remotely.

The company said that it plans to publish an incident update on Monday.

T-Mobile is warning users not to remove their Sidekick batteries or reset their devices because "the Microsoft/Danger network remains unstable and all content (including contacts, calendar, and notes) that you re-input into your device is not backed up on the network."

T-Mobile said that it will credit affected customers the cost of their data plan for one month.

Those affected are not happy and have been complaining on T-Mobile's online forum and elsewhere.

"I've been with T-Mobile for almost five years," said a forum post attributed to "Lanisa." "I want to leave them after this fiasco! All my important information is now lost."

A widely circulated post on Sidekick news site Hiptop3.com claims that Microsoft hired Hitachi to upgrade its Storage Area Network (SAN) and that no backups were made before the upgrade process began. When problems arose during the upgrade, data was lost.

At the time this story was filed, Hiptop3.com was overloaded with traffic and non-responsive. An excerpt from Hiptop3.com's report has been posted to T-Mobile's forum.

Declining to comment on that report, a Microsoft spokesperson said, "Microsoft is working around the clock to understand the situation."

John Pescatore, VP and research fellow in Gartner Research, said the incident was pretty unusual, noting that there have been plenty of cloud computing outages but nothing comparable in terms of data loss that he could recall. He said that while he had no confirmation about the report of the botched upgrade, it's "Business 101 that you make a backup."

To Pescatore, the incident represents a cautionary tale about risk that businesses face if they use consumer Internet services. "The consumer-grade services by definition are not business ready," he said. "The issue is not that cloud computing can't be done securely. It's that consumer clouds don't meet enterprise needs."

InformationWeek has published an in-depth report on the public cloud, digging into the gritty details of cloud computing services from a dozen vendors. Download the report here (registration required).

Comment  | 
Print  | 
More Insights
Server Market Splitsville
Server Market Splitsville
Just because the server market's in the doldrums doesn't mean innovation has ceased. Far from it -- server technology is enjoying the biggest renaissance since the dawn of x86 systems. But the primary driver is now service providers, not enterprises.
Register for InformationWeek Newsletters
White Papers
Current Issue
Video
Slideshows
Twitter Feed
InformationWeek Radio
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.