Providers to some degree get a free pass when they do their best to fix their mistakes. In Gitlab's case, their response was excellent and their total data los

Providers to some degree get a free pass when they do their best to fix their mistakes. In Gitlab's case, their response was excellent and their total data loss was less than a day's work - and even that only for a full time manipulator of gitlab metadata (project managers? some parts of QA?): "Database data such as projects, issues, snippets, etc. created between January 31st 17:20 UTC and 23:30 UTC has been lost. Git repositories and Wikis were not removed as they are stored separately." ( https://about.gitlab.com/2017/02/10/postmortem-of-database-outage-of-january-31/ https://about.gitlab.com/2017/02/10/postmortem-of-database-o... ) Considering that "[...] out of 5 backup/replication techniques deployed none are working reliably or set up in the first place." ( https://docs.google.com/document/d/1GCK53YDcBWQveod9kfzW-VCxIABGiryG7_z_6jHdVik/pub https://docs.google.com/document/d/1GCK53YDcBWQveod9kfzW-VCx... ), this was a pretty amazing result, and about the best a response they could make. That, combined with their transparency, earns something of a pass (especially when data loss I care about is already limited by git's DVCS nature, even if they had obliterated the repository data.) In Firelab's case, if no other action is taken, they've actively mislead their customer in failing to follow through on crediting their account, charged them an obscene and unsupported price hike, and gone incommunicado. That's like... an anti-pass.