{"id":88,"date":"2010-02-11T15:53:15","date_gmt":"2010-02-11T22:53:15","guid":{"rendered":"http:\/\/www.allero.com\/?page_id=88"},"modified":"2013-05-23T19:59:12","modified_gmt":"2013-05-24T02:59:12","slug":"support-service-features","status":"publish","type":"page","link":"https:\/\/allegrosupport.com\/?page_id=88","title":{"rendered":"Support Service Features"},"content":{"rendered":"<p>Diagnosing computer problems is part science and part art. Problems can result from hardware failures, software bugs, bad data, misconfiguration, and user errors among many other things. With a simple hardware failure there are usually a limited number of parts that can fail, and even an obscure\/intermittent hardware problem can generally be solved (in the absolute worst case) by completely replacing one system module at a time.<\/p>\n<p>But problems that involve system software and its use generally have so many possible causes that one can&#8217;t simply try every possible solution. Instead a methodical problem investigation process combined with experience and a deep knowledge of the subsystems involved is needed to ensure a timely resolution to complex problems.<\/p>\n<p>Allegro&#8217;s software support services provide the knowledge, tools, and methodologies needed for both the most complex software related problems, as well as regular day to day operational questions.<\/p>\n<p>Common examples of things we help customers with every day include:<\/p>\n<ul>\n<li>Helping set up (or recover) logical volume and file system configurations, redundancy, etc.<\/li>\n<li>Performing system and process crash dump analysis.<\/li>\n<li>Making patch analyses and recommendations.<\/li>\n<li>Working with hardware support on software vs. hardware problem determination.<\/li>\n<li>Assisting with recovery\/reconstruction after hardware failures.<\/li>\n<li>Providing basic performance analysis and recommendations.<\/li>\n<li>Configuring new hardware into the OS.<\/li>\n<li>Validating backup, verification, and restore procedures, and providing disaster recovery assistance when needed.<\/li>\n<li>Answering questions about system startup\/initialization and shutdown configuration and procedures.<\/li>\n<li>Providing scripting assistance for system administration task automation.<\/li>\n<li>Answering general operating system usage questions and providing best practices advice.<\/li>\n<li>Advising on version upgrade questions and recommendations, planning for system changes, etc.<\/li>\n<li>Delivering regular customized reporting to both partners and customers.<\/li>\n<li>Providing periodic server risk analyses.<\/li>\n<\/ul>\n<p>Examples:<\/p>\n<ul>\n<li>A customer calls with a question about whether they are affected by a new security bulletin. The partner company routes the call to Allegro where it is directly answered by an experienced software support specialist who determines that the customer already has a software revision that includes the fix.<\/li>\n<li>A partner company has a question about the software impact of replacing a CPU module as part of a hardware repair. The field engineer places a call to Allegro which is directly answered by a specialist who is able to address their concern and assure them that they have the correct procedure to handle the software side of the change.<\/li>\n<li>A critical customer system fails at 2:00 AM on a Sunday morning. Allegro specialists join the customer&#8217;s bridge call as part of a coordinated response, and remain on the line offering advice and consultation as the process of problem determination, repair, and recovery are completed over the next 18 hours.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Diagnosing computer problems is part science and part art. Problems can result from hardware failures, software bugs, bad data, misconfiguration, and user errors among many other things. With a simple hardware failure there are usually a limited number of parts that can fail, and even an obscure\/intermittent hardware problem can generally be solved (in the&hellip; <a href=\"https:\/\/allegrosupport.com\/?page_id=88\">Read More<\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"parent":7,"menu_order":1,"comment_status":"closed","ping_status":"closed","template":"page-templates\/page-right.php","meta":{"footnotes":""},"class_list":["post-88","page","type-page","status-publish","hentry"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/allegrosupport.com\/index.php?rest_route=\/wp\/v2\/pages\/88","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/allegrosupport.com\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/allegrosupport.com\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/allegrosupport.com\/index.php?rest_route=\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/allegrosupport.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=88"}],"version-history":[{"count":3,"href":"https:\/\/allegrosupport.com\/index.php?rest_route=\/wp\/v2\/pages\/88\/revisions"}],"predecessor-version":[{"id":1840,"href":"https:\/\/allegrosupport.com\/index.php?rest_route=\/wp\/v2\/pages\/88\/revisions\/1840"}],"up":[{"embeddable":true,"href":"https:\/\/allegrosupport.com\/index.php?rest_route=\/wp\/v2\/pages\/7"}],"wp:attachment":[{"href":"https:\/\/allegrosupport.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=88"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}