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

I have a similar story to tell when we had a issue on a MediaNet 5.
Absolutely fantastic support from Avid (especially Stuart who dialled in
onto our system too). All was up and running quickly and with no data loss.

When it does really matter Avid + support contract = sorted! I wouldn't
be with the support contract. It only takes one incident and it's
definitely paid for.

Regards,
Richard Kelly
ACSR
Wellington
New Zealand

On 31/05/10 8:20 AM, 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??? ;-)
>

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