Download PDF
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
- Process Control & Optimization
- Predictive Maintenance
- Cybersecurity
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
Related Case Studies.
Case Study
Remote Temperature Monitoring of Perishable Goods Saves Money
RMONI was facing temperature monitoring challenges in a cold chain business. A cold chain must be established and maintained to ensure goods have been properly refrigerated during every step of the process, making temperature monitoring a critical business function. Manual registration practice can be very costly, labor intensive and prone to mistakes.
Case Study
Cloud Solution for Energy Management Platform-Schneider Electric
Schneider Electric required a cloud solution for its energy management platform to manage high computational operations, which were essential for catering to client requirements. As the business involves storage and analysis of huge amounts of data, the company also needed a convenient and scalable storage solution to facilitate operations efficiently.
Case Study
Leveraging the IoT to Gain a Competitive Edge in International Competition
Many large manufacturers in and outside Japan are competing for larger market share in the same space, expecting a growing demand for projectors in the areas of entertainment, which requires glamor and strong visual performance as well as digital signage that can attract people’s attention. “It is becoming more and more difficult to differentiate ourselves with stand-alone hardware products,” says Kazuyuki Kitagawa, Director of Service & Support at Panasonic AVC Networks. “In order for Panasonic to grow market share and overall business, it is essential for us to develop solutions that deliver significant added value.” Panasonic believes projection failure and quality deterioration should never happen. This is what and has driven them to make their projectors IoT-enabled. More specifically, Panasonic has developed a system that collects data from projectors, visualizes detailed operational statuses, and predicts issues and address them before failure occurs. Their projectors are embedded with a variety of sensors that measure power supply, voltage, video input/ output signals, intake/exhaust air temperatures, cooling fan operations, and light bulb operating time. These sensors have been used to make the projector more intelligent, automatically suspending operation when the temperature rises excessively, and automatically switching light bulbs. Although this was a great first step, Panasonic projectors were still not equipped with any capability to send the data over a network.
