Like yourself I do work with Avid Professional Services occasionally as a Consultant on large scale projects and it is completely unrelated to Avid's support business. Also I used to work IN Avid support almost 5 years ago. I'm pretty fair, as many from Avid would agree... I am very vocal if I experience an unacceptable service and not too shy to acknowledge people when the service is exceptional.
This experience was certainly exceptional and thought I would show my support for the hard working and often forgotten folks in Avid support.
All the best!
Jody
--- In Avid-L2@yahoogroups.com, Roger Shufflebottom <rogshuff@...> wrote:
>
> Jody coyly doesn't mention that he sometimes works for Avid as a
> consultant.
>
> +++
> With best wishes,
>
> Roger Shufflebottom
> roger@...
> 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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