STORNEXT SERVICE & SUPPORT PROGRAMS. StorageCare Global Services for Media & Entertainment

Transcription

1 STORNEXT SERVICE & SUPPORT PROGRAMS StorageCare Global Services for Media & Entertainment

2 Quantum StorageCare Global Services Your business depends on delivery of world-class work despite increasingly shorter deadlines. As frame sizes and resolutions increase and new software applications and hardware components are added to your workflow, you find yourself with ever-increasing complexity. From first ingest through delivery and archive, the day-to-day management can be overwhelming. Every day, the professionals of Quantum StorageCare Global Services help customers like you obtain the maximum value from their media storage investments. Thousands of satisfied customers rely on Quantum to provide the flexible, end-to-end services required in today s demanding environments. Our service experts install, maintain, and tune your Quantum Media & Entertainment workflow solutions to achieve maximum performance and uptime. Whether you need to call our support engineers for problem analysis, learn more about your solutions, customize a specific solution to fit your workflow, optimize performance, or manage a complex integration, StorageCare Global Services is an important partner in keeping your business running at peak performance. Services Offered: Custom Engineering Dedicated software development team focused on providing customers with solutions that are unique to, or required in, their overall solution. Professional Services The Quantum Professional Services team provides extensive StorNext expertise to deploy workflow solutions. Services include implementation of StorNext Software and Appliances, as well as assistance with Project Management, Health Checks, Performance Tuning, and Assessments. Training Services Offerings include a range of online, virtual, and classroom courses designed to meet specific learning objectives to accelerate the adoption of your Quantum solutions and help drive higher efficiency and productivity. Support Plans Support delivered on your terms with flexible, multi-tiered offerings designed to help meet workflow objectives in the most demanding environments.

3 Obtain the maximum value from your media storage investments.

4 Quantum Custom Engineering Custom Engineering is a dedicated software development team that can be engaged to produce targeted high-value solutions in an accelerated manner. By purchasing Custom Engineering, you will specify requirements that are targeted to your needs, specify your timeframe, receive the solution and support in a timely Custom Engineering release, and receive longterm support in subsequent general-availability releases as appropriate. Custom Engineering can be engaged to provide solutions such as: Integration with third-party components Management of assets on disk and tape Enhancements to StorNext and Storage Manager Expediting support of new OS versions, new tape libraries, new tape drives and media Extending support of StorNext on OS Platforms 4

5 Custom Engineering Provided Solutions Integration with a third-party Media Application Server to provide archive storage with scheduled disk residency for predictable playout to meet hard deadlines Enhanced StorNext web services Expedited support for several OS versions, tape libraries, tape drives and media Extended support of StorNext on decommissioned OS Platforms Custom Engineering Customers Include: 5

6 Quantum s Custom Engineering developed the pre-stage and archive solution to provide mirrored high availability of content across two separate near-line SANs within our new Broadcast Inventory Management workflow. The integration with Harmonic MAS would not have been achievable without this custom development. John Morgan, TBS, Inc. U.S Network Operations, Director, Broadcast IT

7 CUSTOMER SUCCESS STORY: Turner Broadcasting Challenge: Provide Turner Broadcasting with a reliable, highavailability media management system that unifies control and storage with automation, ingest, and quality control within its Atlanta Network Operations Center. Solution: A comprehensive ingest and archive architecture featuring Harmonic MediaGrid shared storage and Quantum StorNext near-line and archive storage, managed and controlled with Harmonic s Media Application Server media asset management system.

8 Quantum StorNext Professional Services Proactive Support Options to Ensure Optimal Performance For Your StorNext Environment Managing Media assets is one of the toughest challenges facing computing professionals today, and Quantum s StorNext high-performance file system software provides an outstanding, facility-proven solution. An equally important tool you can employ in the management of your media asset workflows is Quantum s Professional Services team of StorNext experts. This talented team of professionals is ready to assist you every step of the way, starting with consultation prior to deployment, then performing the initial deployment of the solution, as well as postimplementation services and training. They provide objective advice and recommendations, coupled with specialized expertise and best practices for your industry, to ensure you maximize your benefit from the StorNext solution. 8

9 Quantum Professional Services provides the following set of pre-described services: StorNext File System and Storage Manager Installation and Integration Services For initial installation of StorNext Appliances, File System and/or StorNext Storage Manager. StorNext Implementation Management Services If you desire assistance with management of the deployment of your solution, Quantum provides a project management capability to plan and closely manage your deployment. StorNext File System and Storage Manager Health Check Review your environment using specific reports and metrics to determine if your StorNext environment is operating optimally. StorNext File System and Storage Manager Assessment Verifies that StorNext is set up correctly, including how client applications interact with StorNext, and includes some workflow analysis. StorNext File System and Storage Manager Performance Tuning The Quantum Professional Services team will analyze and make changes to your StorNext environment to optimize StorNext performance. Onsite Training and Knowledge Transfer Provides you with a high-level overview of Quantum s StorNext File System and its main components and capabilities. For additional information on formalized software training, please refer to StorageCare Learning Services. Customized Professional Services Custom professional services can be provided to address customer-specific or unique needs. Quantum StorNext Professional Services 9

10

11 Proven Experience In The World s Most Demanding, High-Availability, Multi-Site Installations For decades, Quantum has supported some of the most demanding, high-availability storage environments. Quantum s Professional Services organization is specifically designed to assist you and optimize your solution to meet the unique needs of the media and entertainment industry and creative users. The team specializes in helping you meet the challenges of the most complex, system-wide data workflow, asset preservation, and data protection needs.

12 Quantum StorageCare Global Services StorageCare Learning Training your team and increasing their understanding, depth of knowledge, and expertise will boost their performance and ensure your continued success in a competitive business environment. A well-trained team comfortable with key solutions will have an enormous impact on your ability to service your customers and end-users, confidently respond to unexpected events, and deliver tremendous value to your organization. Quantum s StorageCare Learning Team offers a full range of online and hands-on courses tailored for every skill level. With Quantum as your knowledge partner, you can quickly build familiarity with Quantum solutions, develop your skills, and maximize your return on investment. The depth of offerings ranges from product and operational training that will build the skill level and productivity of your team to customized training that will help your team understand how the Quantum solutions fit into your overall workflow. From orienting your newest team members to deepening the expertise of your most senior team members, your entire organization will benefit from increased confidence and understanding of how to deliver the best service and benefit. 12

13 StorageCare Learning Offerings On-demand online training is available for all products. At your convenience, in the comfort of your environment, your team can update their skills, refresh their initial installation training, and orient new team members on your Quantum solutions at their pace. Available at: Index.aspx. Simply select from the wide range of product training available. Instructor-led training is delivered virtually or face-toface. Sessions are regularly scheduled, and as demand exists, by Quantum StorageCare Learning Teams. Virtual Classroom Online - Instructor-led classes offered remotely - Includes remote labs and exams Traditional Classroom at Quantum facilities: - Located in Denver, Colorado, USA or Munich, Germany - Live, instructor-led class - Hands-on practice Traditional Classroom at Customer facilities: - These classes follow the Traditional Classroom Curriculum Custom Classroom at Quantum facilities or Customer facilities - Custom curriculum, tailored specifically to your needs - Course content, duration, and location are determined in collaboration with the StorageCare Learning team Class schedules are posted on the Quantum website in the Support Section: apps/scl_calendar/class_show.php StorageCare Learning 13

14 CUSTOMER SUCCESS STORY: LifeWay Christian Resources LifeWay is one of the world s largest providers of Christian products and services, including Bibles, church literature, books, music, audio and video recordings, church supplies, and Internet services through LifeWay.com. The company also owns and operates 160 LifeWay Christian Stores across the nation, as well as one of the largest Christian conference centers in the country. In 2013, after Apple s exit from manufacturing and selling of hardware servers and the discontinuation of Final Cut Server along with the uncertainty of future development of Atempo Digital Archive LifeWay decided they needed a more forward-thinking solution. They chose a complete StorNextbased solution because Quantum offered them seamless migration from Xsan, high-performance Metadata Controllers (M662), Fibre channel-attached storage (QD6000), and a very economical solution for archiving and HSM with StorNext Storage Manager using a StorNext AEL500 with LTO-6 drives. Finally, they chose Quantum because they offered a customized on-site training package with an emphasis on their environment and their immediate goals. Training was completed two days before their planned transition to StorNext. Some production was already running on StorNext during training, and Quantum was able to make last-minute changes to the system prior to the major ingest of data from the old system. This involved tweaking their policies and resolving access and permission issues prevalent in heterogeneous environments. Bob Heeth, Senior Systems Administrator at LifeWay, says, Things are going well. It took about a week to get everything copied over from tape but the users were understanding. They are very happy to have the extra storage and the performance is better as well. The training was essential, particularly with this product, because it is important for everything to be set up correctly from the outset. [Quantum] walked us through the various issues we needed to deal with in a process that was as much consulting as training. The key was [Quantum s] deep knowledge of the product based on years of experience with it, which is rare in this industry.

15 The key was [Quantum s] deep knowledge of the product based on years of experience with it, which is rare in this industry. Bob Heeth, Senior Systems Administrator, LifeWay

16 Quantum StorageCare Global Services Support Plans For more than 30 years, Quantum has been serving the storage needs of customers in over 125 countries. From Fortune 100 companies to emerging businesses, customers trust Quantum to provide highly reliable Storage Management solutions backed by world-class service and support. As media workflows become increasingly complex, and the demand for high-quality, high-resolution content delivered in every format becomes the norm, managing content and maintaining a smoothly running operation is more important than ever. With shorter deadlines and increased competition, you must improve your level of efficiency. Given the huge impact that a workflow disruption or inaccessible or lost assets can have on your operations, it s important to have a comprehensive solution in place to manage it all and be prepared for the unexpected. Excellent products and a deep technology portfolio are important parts of your total solution built on Quantum technology as is your confidence and familiarity in delivering your results predictably. With this in mind, we have developed flexible, multi-tiered support offerings and add-on packages to perfectly fit your business need. With Quantum s support plans, you can be certain of protecting, preserving, and accessing business-critical data over its entire lifecycle in any environment and at any scale, in one facility or around the world. Whether it s immediate access to our support and sustaining engineers, or providing timely updates and future feature upgrades included in the base software solution, Quantum is ready to make sure that your solution is delivering on your needs. With Quantum support, your data and uptime are as mission-critical to us as they are to you. 16

17 Support Plans Support Plans Telephone Support Silver (5x9) Mon to Fri 8am to 5pm StorNext Software Gold (7x24) Mon to Sun 24 x 7 Bronze (5x9xNBD) Mon to Fri 8am to 5pm On-Site Support N/A N/A Mon to Fri 8am to 5pm StorNext Appliances NBD Gold (7x24xNBD) Mon to Sun 24 x 7 Mon to Fri 8am to 5pm Gold (7x24x4) Mon to Sun 24 x 7 Mon to Sun 24 x 7 On-Site Target Response Time N/A N/A Next Business Day Next Business Day 4 Hours On-Site Spare Parts* N/A N/A Available Available Available Web-based Support Firmware/Software Upgrades Included Online Product Training Strategic Account Manager* Available Available Available Available Available Implementation/Project Manager* Available Available Available Available Available Professional Service Days* Available Available Available Available Available Performance Optimization Package* Available Available Available Available Available Classroom/Customized Training Days* Available Available Available Available Available * Offerings available at additional cost. Additional details in other services sections. 17

18 With Quantum, I know that if I pick up the phone, there s somebody on the other end who is going to do something about it, and they re going to do it now. Jamie Peebles, Vice President of Engineering, RLTV

19 CUSTOMER SUCCESS STORY: Retirement Living TV (RLTV) RLTV is charged with creating new and valuable content for baby boomers and seniors, which is then aired to subscribers nationwide. Jamie Peebles, Vice President of Engineering at RLTV, says, I chose Quantum s StorNext as a product to grow our company because it had all the necessary elements that deploy quickly and effectively for Retirement Living, right out of the box. RLTV had a real-life disaster to face. One Sunday, the building air conditioning system failed, and systems began to shut off, causing a domino effect throughout the SAN. The company had to recover all its files due to this failure. Their local VAR, Keeper Technology, arrived on site immediately to help deal with the crash, and notified Quantum. Quantum responded immediately and they were literally logging into our systems and checking the health of things, and they helped us get through to a full recovery, said Peebles. With the assistance of Keeper Tech and Quantum, we were up and running again with about 30 terabytes of spinning disk and 3,000 hours of video. That event also re-affirmed Peebles past experience with Quantum. One of the primary reasons he initially picked Quantum was the high level of enterprise support he received in the past while working at other organizations. As RLTV is a 24 7 business, support is absolutely critical to ensure nothing ever goes down. That necessitated only doing business with a vendor that understood his needs and could address them in a proactive manner. I ve worked with most of the major storage companies for about 10 years and I knew who to go to, said Peebles. With Quantum, I know that if I pick up the phone, there s somebody on the other end who is going to do something about it, and they re going to do it now.

20 CUSTOMERS BUILDING ON QUANTUM:

21

22 Learn more at Obtain the maximum value from your media storage investments with Quantum StorageCare Global Services.

23 ABOUT QUANTUM Quantum is a proven global expert in Data Protection and Big Data management, providing specialized storage solutions for physical, virtual and cloud environments. From small businesses to major enterprises, more than 100,000 customers have trusted Quantum to help maximize the value of their data by protecting and preserving it over its entire lifecycle. With Quantum, customers can Be Certain they re able to adapt in a changing world keeping more data longer, bridging from today to tomorrow, and reducing costs. See how at Quantum Corporation. All rights reserved. Quantum, the Quantum logo, StorageCare and StorNext are registered trademarks of Quantum Corporation and its affiliates in the United States and/or other countries. All other trademarks are the property of their respective owners. ST01128A-v02 Aug 2013

24