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Delivering critical data to the customer success team at maximum speed
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
- Networks & Connectivity - Network Management & Analysis Software
Applicable Industries
- Electronics
- Software
Applicable Functions
- Discrete Manufacturing
- Quality Assurance
Use Cases
- Cybersecurity
- Predictive Maintenance
- Process Control & Optimization
Services
- Cloud Planning, Design & Implementation Services
- Data Science Services
- System Integration
The Challenge
NetApp Customer Success Services (CSS) provides around-the-clock support for customers using NetApp comprehensive storage and data management solutions. To assess and solve technical issues, the NetApp CSS team needs to acquire specific information from their customers. The key artifact needed is the core file – a log that is created when a program encounters an error and terminates unexpectedly – which is then analyzed to discover the root of the problem and develop a diagnosis and repair plan. Previously, NetApp used a web-based upload site (HTTPS) to upload clients’ core files. However, the upload site could only support transfer of files up to 4 GB in size; anything larger would fail. This became a critical problem when customers presented core files of up to 130 GB. As a last resort for high-priority cases, NetApp occasionally retrieved core files by sending a support engineer to the customer site to physically load the data onto a drive. But this method was expensive, time consuming and did not meet the stringent security that NetApp requires.
About The Customer
NetApp is a leading organization worldwide that provides software, systems and services to manage and store data. Their customers value their teamwork, expertise and passion for helping them succeed now and into the future. NetApp Customer Success Services (CSS) provides around-the-clock support for customers using NetApp comprehensive storage and data management solutions. To assess and solve technical issues, the NetApp CSS team needs to acquire specific information from their customers. The key artifact needed is the core file – a log that is created when a program encounters an error and terminates unexpectedly – which is then analyzed to discover the root of the problem and develop a diagnosis and repair plan.
The Solution
NetApp selected Aspera, based in part on prior successful experience using Point-to-Point clients to transfer files from Mountain View to Hyderabad. NetApp successfully implemented a software suite from Aspera that included IBM® Aspera® Point-to-Point, IBM® Aspera® Connect Server, and the IBM® Aspera® Console Management Application. NetApp relied on Aspera Professional Services to create a comprehensive solution. This included enhancing the web portal to upload core files via the IBM® Aspera® Connect Browser Plug-in and creating workflows to interface with NetApp systems for case ID validation, core file checking and file routing. The Connect browser plug-in allows users to upload core files to a centralized Connect Server, while Aspera Point-to-Point transfers files to the appropriate internal destination. This is determined by a series of complex algorithms automatically triggered upon file upload. Depending on whether it is a core file, a data file, or a different classification, each file will take the required route to one of the NetApp facilities. Aspera Console monitors the transfer environment and adjusts transfer rates as needed to make sure time-critical projects are prioritized.
Operational Impact
Quantitative Benefit
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