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Vol. 7 No. 5 July 2008

What can storage vendors do to improve their tech support?

Question of the Month: What can storage vendors do to improve their tech support? "Not make it so hard to get to an actual technician. I've already tried all the things they're going to say [in the automated system]. I need somebody who knows the software to tell me what I need to do and stay on the line until it's fixed." --Douglas Markell, systems administrator, Thor Industries Inc. "They can dig into the problems and not try to pawn it off on other vendors." --Dana, systems engineer, Chicago "Online chat. Instead, we have to open a case. It might be a simple question they could answer with chat instead of me sitting around waiting for a call back." --Muthukumar Kannaiyan, information officer, The World Bank "When you call someone, it'd be nice to get someone right away, a real person as opposed to going through multiple tiers of support." --Daniel Mann, IS technician, Katherine Shaw Bethea Hospital

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Features in this issue

  • Solid State: New frontier for storage

    Solid-state media is starting to show up as an option for traditional storage arrays because it offers higher performance and lower power consumption. However, there are still reliability concerns related to wear out, the slower write performance of flash cells, and issues related to array management and interoperability.

  • DLT-S4 tape drives at bargain prices

  • Here comes 8Gig Fibre Channel

    New 8Gb/sec host bus adapters (HBAs) and switch devices have started arriving. But with storage arrays incorporating the new, higher speed technology still months away, end-to-end 8Gb storage infrastructures are still in the planning stages. Storage managers can get a jump on their 8Gig configurations by upgrading switches and HBAs now, or by considering networking gear that supports Fibre Channel over Ethernet.

  • Server blades and storage

    by  Ellen O'Brien

    Many IT shops are moving from traditional rack-mounted servers to blade configurations in hopes of reducing power and floor space requirements in their data centers. But combining blade architectures with server virtualization can cause problems with I/O and storage systems.

Columns in this issue

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