Any kind of system failure is bad for IT, but it’s a real nightmare when your vendors seem more concerned about shifting blame than helping to resolve the problem.
I saw this only too clearly when a member of the user group I run had difficulty solving a problem related to his organization’s recovery of Exchange server data. The organization was using one vendor’s backup and recovery software and another vendor’s backup tape drive. A third vendor built the server that hosted the workload, and Microsoft, of course, built Exchange and the operating system that Exchange ran on.
The problem the user group member had was that a recovery operation that needed to be performed was corrupting an important mailbox database. According to the user group member, Microsoft said the problem was with the backup and recovery software; the backup and recovery software vendor said the problem was caused by the tape drive vendor; the tape drive vendor pointed the finger at the server hardware vendor; the server hardware vendor pointed the finger back at Microsoft.
The user group member got the distinct feeling that the vendors were hoping his organization would simply give up on getting the problem resolved. None of them seemed interested in helping out--even though support agreements were in place.
One of the big advantages of converged infrastructure is that one vendor—a single point of contact--assumes responsibility for helping the customer solve problems. This means that valuable time won’t be wasted in determining which party is involved in a problem and what can be done to resolve the problem.
Underwritten by HPE
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