Re: [Avid-L2] Unity ISIS and Avid Support ROCK :-)

Jody coyly doesn't mention that he sometimes works for Avid as a
consultant.

+++
With best wishes,

Roger Shufflebottom
roger@bottom-line.tv
http://www.bottom-line.tv

On 30 May 2010, at 21:20, jodyneckles wrote:

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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