The Recovery Chronicles: How DataSHUR Saved a Client From the Verge of Closure
DataSHUR Corporation is a Denver-based managed service provider (MSP) offering an extensive list of IT support and services, from help desk to data backup and recovery and everything in between. The company entered the MSP space in 1999, solving IT nightmares and delivering top-notch IT services to small and midsize businesses (SMBs) at affordable prices.
- Company: DataSHUR Corporation
- INDUSTRY: MSP
- Location: Denver, Colorado
- Established: 1999
- Interviewed: Keith Burton, Chief Executive Officer, DataSHUR
ABOUT
DataSHUR’s primary customer base is dental practitioners. With over 100 years of combined experience, the DataSHUR team of experts has a wide breadth of knowledge and the capability to meet the growing needs of today’s businesses.
“Backup is like insurance. You don’t need it until you need it. And sometimes, when you’ve realized you need it, it’s a little bit too late.”
Keith Burton, CEO, DataSHUR Corporation
DataSHUR’s client, one of the largest dental franchises with over 190 offices in Denver, Colorado, suffered a hardware failure that resulted in huge financial and data losses. Their main office had about 20TB of data, including patient personal information, medical history, treatment and procedure details, imaging data and so on. Their server crashed, and they were unable to access any of that data, nor could they see existing appointments and schedule new ones. They couldn’t do business for two weeks.
The company lost $1,200,000 in revenue and spent $125,000 to get its business up and running again.
PS: The costs shown above don’t include the costs involved in resolving customer dissatisfaction, potential HIPAA compliance violations and legal penalties.
What went wrong?
Note: The following incident occurred when one of the largest dental suppliers was managing the dental franchise’s IT infrastructure.
The server crashed: On the afternoon of February 9, the server at the dental franchise’s main office crashed. With no access to business-critical data and applications, their business came to a screeching halt. Since their IT service provider does not provide after-hours support and was short-staffed, the earliest possible help could only come after two days, which meant they would lose two days of business.
The third drive failed: When all hope was lost, the dental franchise reached out to DataSHUR. Sure enough, the DataSHUR team was able to get their business running again in no time. However, after 18 hours of uptime, the server crashed again. Upon further investigation, they found that the third drive had failed, and they had no backups. Two drives in the RAID10 array failed six months ago, but they weren’t fixed.
No warranty on the server: When the incident occurred, there was no warranty on the server. Without it, the server vendor couldn’t provide any assistance. Additionally, the IT service provider did not put the server in the practice’s name. Later, when DataSHUR took over, they had to spend two days rectifying it.
Fourteen days of downtime and over $1,200,000 lost: Since the client did not have a backup, they had to take the server to a data recovery service provider. The client had a RAID set with 16 hard drives, and each drive cost $1,000 on an emergency basis. It took four days to recover the data partially; however, the database was corrupted. All patient appointments, clinical notes and medical history were lost. They tried to repair the database for four days but in vain. They suffered 12 business days of downtime and lost around $100,000 in revenue each day, amounting to over $1,200,000.
“I like the ability to tell clients, ‘No matter what happens, we can get you back online.’ Even if a car crashes into your building, an airplane lands on your office, there’s a flood or somebody steals your server, we’ve got you covered.”
CEO, DataSHUR Corporation
DataSHUR came into the picture at a crucial juncture and rescued their client from the verge of closure.
What went right?
DataSHUR initiated a backup:
When DataSHUR took over, they were able to get the server back online for 18 hours. They immediately started backing up data to an on-site network-attached storage. Before the third drive failed, it managed to capture 2TB of data. The DataSHUR team restored the data to a temporary server. Fortunately, it was functional, and they were able to get the client back online. Once the client’s business was up and running, DataSHUR replaced the motherboard and added a new server.
“We have had similar hardware failure instances in the same chain of dental offices. We were using Datto ALTO to back up and protect client data. We basically just virtualized to the cloud, and they were up in minutes,” notes Keith Burton, CEO of DataSHUR Corporation.
Had this dental franchise invested in a reliable business continuity and disaster recovery solution like Datto SIRIS, they would have saved over $1,200,000 in lost business, $125,000 in recovery costs and restored from any data disaster with minimal or no downtime and data loss. Datto SIRIS provides 100% recovery confidence. It verifies backups at multiple levels, including patented Screenshot Verification, which validates not just boot-up ability but application accessibility as well.
DataSHUR has been a Datto partner for over seven years, leveraging advanced Datto and Kaseya solutions like Datto ALTO, Autotask PSA, IT Glue, RapidFire Tools and ConnectBooster.
Datto solutions are built to integrate seamlessly with “best of breed” tools, software and applications that MSPs like DataSHUR use the most. For instance, the advanced integration between Autotask PSA and Datto RMM introduces a truly unified MSP business management platform, delivering a seamless solution to MSPs, empowering them to do more in less time, seamlessly switch between applications, execute tasks with just one click and more.