Case
Studies
At CCI, we believe the best way to showcase our expertise is through real-world results. Our case studies highlight how we’ve helped businesses overcome challenges, strengthen their security, and streamline operations with tailored IT solutions. Whether it’s managing complex systems or addressing urgent cybersecurity needs, these stories reflect our commitment to delivering reliable, client-focused technology support. Explore how we’ve partnered with companies like yours to drive success and growth.
Case Study #2: Data Backup and Recovery – A Lesson in Diligence
As a Managed Service Provider (MSP), safeguarding client data is one of our most critical responsibilities. Trust is everything in our line of work, and sometimes, the most valuable lessons come from the unexpected.
Let’s walk through this case together. This isn’t a polished, picture-perfect story—just a real, raw experience that reflects our commitment to doing right by our clients.
The Client: PointOne
PointOne relies on us for a full-stack IT solution, covering everything from desktops to firewalls. One essential part of that stack is data backup and recovery.
One day, we received a call from Brian at PointOne. A network-attached storage (NAS) device had failed, and after some remote diagnostics, we agreed—it was likely a hardware issue. The device was nearing the end of its lifespan, and Brian had already ordered a replacement. He asked us about restoring the data to the new appliance.
The Problem: Missing Backup Data
As we checked our backup systems, a wave of panic set in. The most recent backup available was from early 2023—18 months out of date. How could this happen? We pride ourselves on managing client data diligently, and this felt like a massive oversight.
Owning the Mistake and Acting Fast
At CCI, one of our core values is to be present in pain. When things go wrong, we face it head-on. Our team immediately huddled to come up with a plan. The first step was transparency. We called PointOne to:
Apologize for what appeared to be a critical failure on our part.
Outline a recovery plan to track down the missing data, no matter the cost.
We committed to solving the problem and restoring trust.
The Recovery Effort
At our expense, we sourced a matching NAS device to attempt a recovery. Hilariously, we miscalculated the size and had to purchase a second one. But that didn’t slow us down.
When the right device arrived, Scot, one of our techs, immediately got to work. After swapping power supplies between devices, the old NAS powered up. A few troubleshooting steps later, the drives came online.
We eagerly dove into the data—and froze. The newest files were still from early 2023.
Asking the Right Questions
We double-checked for accidental deletions or errors, but the NAS seemed fine. That’s when we stopped and asked ourselves some key questions:
Did we confirm what data was expected on the device?
Did we verify the client’s restore goals before diving in?
The honest answer was no. We had assumed we knew the device’s role and data flow, but we hadn’t clarified the details with PointOne.
The Resolution: Relief and Clarity
When we called Brian for more context, his response took us by surprise.
“Oh, that device is for long-term storage. I only dump data to it once or twice a year. It was filling up, so I haven’t copied anything to it in over a year.”
Relief washed over us. Our backup systems were intact, and no data had been lost. The NAS simply hadn’t been actively used in recent months.
Key Takeaways
This experience underscored a few valuable lessons for our team:
Honesty builds trust. When mistakes (or perceived mistakes) happen, addressing them openly strengthens client relationships.
Ask before you act. Assumptions can derail even the best plans. Asking questions upfront ensures you’re aligned with client expectations.
Client data deserves extra care. You can never be too diligent when protecting client data. Even the smallest oversight can have significant consequences.