tldr; I’ve paid for several years of Jetpack backups, but when I needed them they didn’t work, and it was impossible to contact support for assistance. Jetpack are very efficient about billing the customer, less so about helping them.
Towards the end of July I decided to do some maintenance on my servers, and tried to upgrade Ubuntu. I made a foolish error and up replaced the GRUB bootloader config with the default settings. I tried my best to fix the server, but this was beyond me, so I made some backups of the recent data and reverted it to the last OS image I had (which was four years old).
I often remind people to take regular backups, but I should have paid more attention to my own. I used the ancient image I had to restore the basic set-up, dealing with some ‘interesting’ problems along the way, including debugging wordpress arcana. I figured that, once I had jetpack working with my wordpress install, I could simply restore the most recent backup.
This was not the case. Despite following the instructions on the jetpack site, the backups were failing with an unspecified error. I tried to contact support, given that I had a paid plan, but found no way to raise a ticket.
I’ve cancelled the annual subscription to Jetpack, but I had 10 months remaining on my last annual subscription payment. There’s a lesson here about testing backups rather than assuming they work. But, also, I am frustrated and annoyed that a company can take so much money without giving me any access to their support.
One thing that did work well was ChatGPT, which provides excellent guidance on working through problems. Fixing these issues would have taken even longer without that.