Production DB Down After Rollback - Pro Plan - Need Status Update
Hi Supabase team,
What I'm trying to achieve:
Restore our production database that has been down for 3 days following a rollback operation.
What's going wrong:
Our database became completely inaccessible during a rollback and remains offline, blocking all production operations.
Environment details:
- Plan: Pro
- Platform: Supabase hosted (not self-hosted)
- Support Ticket ID: SU-283627.
- Timeline: Issue started Oct 24, support ticket opened Oct 24, escalated to infrastructure team same day
Current situation:
We received email confirmation that this was escalated to the infrastructure team on Oct 24, but haven't received updates since. Given this is a production outage affecting our business operations, we're looking for:
- Current status of the investigation
- Estimated time to resolution
- Any additional information needed from our side
Happy to provide any technical details that might help expedite the resolution.
Thank you!
Andres
ats@corti.ai
17 Replies
@Andres Where you team when you submitted the request?
We submitted through the in-product support-form
But where you team at that time or did you upgrade to get faster support?
As far as I know we havn't gotten any upgrades since this happened, which was on Friday afternoon
Anyway, this is a user helping user site mainly but I've bumped your ticket to our channel for escalation.
It was just suggested to m to try contacting you here.
What I was asking is if you were Pro or Team at the time of the request.
If you are Pro there is a long wait.
Ahh, yes it looks like we are on Pro
The feedback is that you are pro plan from escalation person.
There is a huge difference.
$500 versus $25.
You are in the right queue.
Do you happen to know the approximate ETA?
No. It has been running many days for some.
Alright, thanks for the answers. I will take this back to consideration for the team.
We’re getting the Same exact issue..
Already established a case number last Friday: SU-284131
Pro User subscription. Production environment.
Anyone know an estimated time until it’s resolved? If it’s weeks, I’ll have to bit the bullet and upgrade. This is insane!!
Did you get the follow up email it is in infra queue?
Yes I did get this email on Oct 25:
“We're sorry to hear about the trouble you're having here. We just wanted to let you know we have got this ticket over to our infrastructure team, who is best suited to help get this sorted out.
They'll have a look and get back to you as quickly as they're able.”
Then you have to wait on them. At least one from late last week reported they were restored this morning. Few come back with reports when they get restored.
I just got emailed that they solved my issue. Thanks.