- by Jamescon, Editor
- 7/31/2014 8:21:28 AM
@SaneIT. It sounds like you had your ducks in a row when it came to support. It's still sad that the vendors would have those tools as a selling point and then not ensure that there was trust in their own systems.
- 7/31/2014 8:11:53 AM
@Jamescon, Yes it is q bit of a catch 22, they want you to use their tools and the toolset is a selling point for them but then they are largely ignored until you get deep into the support structure. At a previous employer I negotiated an arrangement that got me past the first two tiers of support for any server hardware issue because it added 30 minutes on average to a call and we demonstrated a track record of being right when we called for support and I agreed that when we called we would have the standard traps prepared so that we could immediately send them to a technician on their side. I know not everyone can do this but when it comes to high availably in a big data center you have to push for something outside of the standard support model.
- by impactnow, Blogger
- 7/30/2014 11:27:31 PM
I can't wait, it will truly change our lives on another level. Today Google is our only option for finding about troublesome repair issues with cars or appliances. The process to fix both is still clunky at best.
- by rbaz, Data Doctor
- 7/30/2014 11:06:06 AM
SaneIT, the under warranty scenario will naturally play out differently since no revenue is generated but potential unnecessary cost maybe incurred. Besides, by nature service departments tend to be reactivate operationally and don't like dealing in probabilities. That's to their detrement.
- by Jamescon, Editor
- 7/30/2014 9:04:42 AM
@SaneIT. Sounds like a touch of hypocrisy on the part of vendors when they give you the tools to anticipate hardware failures but then wait until it's actually break/fix time. It sounds like the service group's mindset or marching orders haven't changed; it's still about keeping the customer quiet while keeping costs down.
- 7/30/2014 7:34:05 AM
@Beth, I can see why there might be some reluctance to just give a customer what they want when they call because not everyone who calls is going to have gone through the amount of troubleshooting that I make my team go through before picking up the phone. I wouldn't want to tell support staff in a company that large to just ship parts when someone asks for them and I understand they can't always staff highly technical people for the first line of support. What I learned to do over the years was to tell them what I had to back me up before I told them what was wrong. That way I could escalate the call without going through the standard "turn off and turn it back on" game.
- 7/30/2014 7:09:40 AM
@Jamescon, what bothers me most about that is the fact that most hardware vendors give you the ability to do this type of monitoring but they don't trust their own solutions. I have traps that send me alerts when write errors hit a specific threshold, but try telling a hardware vendor that you've been seeing high write errors on a specific disk for the past two days and you know that the drive is about to fail. The answer usually "call us back when it fails" not, send us the logs so we can see what is going on.
- by Michelle, Data Doctor
- 7/29/2014 10:57:24 PM
@Maryam this is the future for the Internet of Things. Our appliances will self-monitor and send crash reports to somewhere... Manufacturers will monitor data to see which units fail most often and from what cause. The industrial Internet is coming and analytics will be its best friend.
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- by James M. Connolly