in Europe for smaller facilities we are now not allowed to deal directly
with Avid any longer for support on our Unity. Just when things were
improving we go back a few years......
N
From: Avid-L2@yahoogroups.com [mailto:Avid-L2@yahoogroups.com] On Behalf Of
jodyneckles
Sent: 30 May 2010 21:21
To: Avid-L2@yahoogroups.com
Subject: [Avid-L2] Unity ISIS and Avid Support ROCK :-)
I mean it.... and especially when it REALLY MATTERS.
Last week I was called in to one of the biggest broadcasters in Europe to
investigate an ISIS stacking issue after a recent chassis replacement. The
air conditioning suddenly failed in the CAR and with over 40 HD clients
editing, HD EVS, Ardome, VIZ, Airspeed Servers, connected, things started to
look very bad indeed. Several programmes were fast turnaround 'live' edits
with TX deadlines within hours and the other programmes were long form
projects with Terebytes of material.
After temporary Aircon units were installed the temperature was restored
(after one switch blade momentarily peaked at 59 degrees), I started to
assess the health of the ISIS and it didn't look good with the following
statuses reported in the ISIS Administration tool: Repairing Mirrors and
Rectifying files on all drives ,1 x Disk Full, Network Degraded, 6 x
Metadata Error. At least 2 blades in an allocation group looked particularly
bad which suggested potential data loss.
I contacted Mahendra Patel out of hours (on the 24/7 Avid Support Contract)
and he spent a number of hours analyzing logs. Mahendra drafted in a Stuart
Shulenburg from the US and they remoted into our system. Stuart was was also
able to consult with an ISIS developer and after a few hours (at around 3am)
they were confident it would be restored to full health.
I would like to express my gratitude to the Avid Customer Success Team for
being very cool headed under pressure and for going that extra mile, working
out of hours to see the job through and not being afraid to remote in and
get hands on with our system.
Also I would like to thank Avid Engineering for delivering Unity ISIS which
has always been a rock stable product in my experience with sites around the
world... Particularly this client really puts it through its paces and on
that day it took a battering. Incredibly the editors just continued to work
through like nothing was wrong. Within a few days the broadcaster lost a
couple of blades with no data loss or delays to our production.... Pretty
good result considering....
I shudder to think what may have happened if I were not able to speak to an
Avid Engineer immediately that night... the cost of data loss on this system
would have been mind boggling....
For this reason I would not hesitate to recommend to any company running a
24/7 mission critical operation to consider Avid's products and sign up to
an Avid Support contract!
Right.... now can anyone recommend a good redundant Aircon Solution??? ;-)
[Non-text portions of this message have been removed]
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