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Something’s hampering performance and stopping productivity. Getting you back up and running quickly is our only goal.
It doesn’t matter where the problem is. We find it, and we fix it.
That’s what we expect as customers ourselves—the best possible customer experience, no matter the circumstance.
From the moment you first see OpenDrives in action, we’re taking care of your business needs.
Demonstrations. Installations. Support calls. Our professional services and support teams constantly outperform to build the strongest relationships with each and every customer, all so our customers can outperform, too.
You have questions—lots of them—and our solutions architects have answers. We want you to understand how OpenDrives fits into your larger IT infrastructure. No question is too mundane.
Our pre-sales and installation teams brief each other as we prepare to deploy an OpenDrives solution. Our installation engineers not only plan for deployment but also provide consultative discovery of your environment and even your workflows.
It doesn’t matter whether the problem exists with your storage solution or somewhere else. Our support engineers find the problem and fix it. All our organizational knowledge also goes into a KnowledgeBase accessible by customers on-demand.
LAssociates had some really tight deadlines and a very unfortunate power outage. Did their worst fears—data loss while archiving—come true?
LAssociates (LA) is a Los Angeles-based advertising agency and post-production facility that specializes in holistic brand building. They employee a highly diversified team of artists, illustrators, motion graphics designers, editors, and other professional creatives. They expertise brings a global perspective of audiences and spans all entertainment platforms and branding, such as theatrical, television, video games, stage, and music. In a few short years since their founding, they have become an industry leader and have garnered dozens of honors and award nominations.
Over a weekend, LAssociates encountered a heat event that had unfortunately triggered a complete power-off across their facility. They had been in the process of archiving data as a step toward deploying a new OpenDrives system, and they were also under incredibly tight project deadlines. Needing to get everything back up and running, company personnel made a call to OpenDrives support and opened two tickets back to back. Their situation was urgent and moving toward critical. On top of that, they were extremely concerned that they had actually lost data in the event, which would have been catastrophic.
Upon receiving word from LA, we initiated a call with them within 30 minutes. We quickly brought the system back online, cleared all faults, reconnected all clients, and restored them to a running condition. What was important in this troubleshooting and service restoration process was actually confirming the cause of the situation—a heat event—which we were quickly able to do. Once we were confident that their entire environment was up and running again, we kept a very close eye on them, proactively checking in several times during the following week before closing out the tickets as resolved.
The biggest obstacles in this issue with LA were the timeframe (it was early morning when they reported the issues) and their pressing deadlines, which meant that we needed to exert an extra effort to manage their expectations, keep them informed, and calm their fears of having lost data while we carried out troubleshooting procedures.
Very often, the problem is not that customers like LA have experienced an outage, because they know that things happen. Rather, the problem is centered on the lack of visibility they have into the diagnosis process and troubleshooting, as well as their inability to make further decisions or carry out actions until the troubleshooting and remediation is complete. It’s an uncomfortable feeling of being out of control, which no business wants to experience.
Having been there ourselves, we make sure that we empathize with their situation and their reactions. We work really hard to engage our customers and keep them informed throughout the entire process. When we do, the outcome is always favorable: all systems operational, and a grateful and satisfied customer.
Saatchi & Saatchi encountered connectivity issues with workstations, which is never a good thing for a post-production team. Would this result in a production delay?
Saatchi & Saatchi is a global communications and advertising agency with a rich and storied history. Based in London, they have over 100 offices in nearly 80 countries around the world. As part of their operations, Saatchi & Saatchi has production and post-production expertise along with the technology infrastructure to support their traditional and digital media creations.
When a workstation goes down, it can threaten an entire workflow, especially when deadlines are looming. This was the issue with Saatchi & Saatchi, who experienced a connectivity issue with a workstation that simply would not connect to the storage infrastructure. This situation rendered the workstation for all intents and purposes dead in the water. Production delays were going to result if connectivity could not be restored.
Once they contacted OpenDrives, our support team performed our standard remote troubleshooting procedures. Unfortunately, we were unable initially to identify the problem. In situations like this, nothing beats an onsite presence, so we dispatched an OpenDrives support engineer to their facility. What the engineer discovered was actually a cabling issue with the workstation in question, not an outage due to the storage solution or infrastructure.
This cabling issue would not have been detected except for the onsite troubleshooting. The big obstacle for Saatchi & Saatchi in this instance was that they did not have their own onsite IT presence, so all remote troubleshooting either from their IT or our support would have failed to discover the true source of the problem.
Our onsite engineer was able to reconfigure the cables and ultimately restore workstation connectivity. After a number of system checks, we were able to green-light the workstation for production activities again. No production delays resulted from this cabling-induced outage.
Saatchi & Saatchi personnel were extremely grateful that we responded to the initial ticket so rapidly. They were equally thrilled that we were committed to resolving their issue—wherever it resided—by dispatching an engineer onsite to perform additional troubleshooting to fill the gap in their onsite IT presence. Our support methodology is always guided by our commitment to finding the source of a customer’s problem and then correcting it, regardless of whether the source is an OpenDrives solution or some other device or software in the overall infrastructure. Many times, vendors will stop where their product stops—we go the extra step and even beyond to figure out the problem, fix it, and ensure our customers get back to fully operational.
Listen to Sean Lee, our Chief Product and Strategy Officer, discuss the importance of support and why OpenDrives has a laser focus on providing the best support in the industry.
Our goal is to make every part of your OpenDrives experience as easy and effortless as possible. We're here to help!
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Culver City, CA 90232
