Restore failed - Production down for days
Hey community,
We're facing a critical incident with our production project (pro plan) and are looking for advice on the best path forward.
What's happening:
Our production Supabase project has been inaccessible for over 40 hours. The project became inactive after a failed attempt to restore a scheduled backup on Friday.
We contacted support, and while they quickly escalated the issue to their infrastructure team, we have not received any updates since the initial response.
We have discovered that we cannot use the built-in "Restore to new project" feature because Point-in-Time Recovery (physical backups) was not enabled.
Our only option seems to be manually restoring from our logical (SQL) backups to a new project. We understand this is a high-risk and complex process, as the backup only contains the PostgreSQL data and excludes critical components like storage objects, edge functions, database extensions and settings, authentication configurations etc.
What is the community's experience with support response times for critical, production-down incidents? Is there a recommended way to effectively follow up on an urgent ticket to get a status update, while respecting the support process?
Any advice or shared experiences on this would be greatly appreciated.
We're facing a critical incident with our production project (pro plan) and are looking for advice on the best path forward.
What's happening:
Our production Supabase project has been inaccessible for over 40 hours. The project became inactive after a failed attempt to restore a scheduled backup on Friday.
We contacted support, and while they quickly escalated the issue to their infrastructure team, we have not received any updates since the initial response.
We have discovered that we cannot use the built-in "Restore to new project" feature because Point-in-Time Recovery (physical backups) was not enabled.
Our only option seems to be manually restoring from our logical (SQL) backups to a new project. We understand this is a high-risk and complex process, as the backup only contains the PostgreSQL data and excludes critical components like storage objects, edge functions, database extensions and settings, authentication configurations etc.
What is the community's experience with support response times for critical, production-down incidents? Is there a recommended way to effectively follow up on an urgent ticket to get a status update, while respecting the support process?
Any advice or shared experiences on this would be greatly appreciated.
