whatever IT takes is not just a tag line for us, it’s our way of life. It’s something that defines our way of working and what we believe in. Over the years, Progression’s people have imbibed the confidence to do the impossible. All we need is to just put ourselves in the customer’s shoes and then think of their issues. When we do that, we can work round the clock, go beyond written contracts or sometimes push ourselves to the level which amazes both us and our clients. Here are some of the stories of how we solved IT challenges, as cloud service providers, for various companies:
Going out of work scope to solve a customer’s issue
Working round the clock to prevent IT downtime
One of our clients, a leading cycle manufacturing company who has their data center located in Punjab, faced a major challenge. Just as the day’s operation had got over, the servers went down. The inhouse IT team could not figure out the reason. They called Progression for help. We remotely connected to the data center from Progression’s state-of-the-art NOC and diagnosed that it was due to storage controller failure. By then it was midnight. We started looking for a replacement for the controller from the OEM and arranged for it to be delivered right then. We also sent an engineer to the client site in Punjab who rectified the problem. The data center was up again, before the company’s operations resumed in the morning.
Finding a great workaround for a ‘not possible’ solution
One of our customers, a technology provider company, had to install Symantec Antivirus with managed clients on their Linux systems. Their IT infrastructure had a lot of dependency on this installation. However, even after several attempts, the inhouse IT team was unable to have the installation with managed clients. They contacted Progression for help and explained the issue. Symantec clearly said it was ‘not possible’ to install it in the managed client mode. But our team decided to look for a solution, because they understood the criticality.
After 12 days of trying, the team came up with a workaround. On the Symantec Management Console, they created a separate group for Linux managed clients and replicated the configuration file to the Symantec installer file, and developed a script to automate the changes during installation. All the Linux systems now run a managed client for Symantec Antivirus. The customer was delighted by Progression’s relentless attitude to arrive at a solution.
Going the extra mile for the customer
Ensuring business continuity in a challenging situation
One of our clients, a leading facility and security management solution provider faced network outage at the start of a work day. Their internet connectivity was affected and they could not connect to their remote applications through WAN links. Unable to detect the problem, the IT team called Progression. We rushed to the client site. After performing some tests, we found that one of their Check Point firewall appliances had failed, and the standalone box neither had a backup nor was it covered in any support agreement. We bypassed the firewall and connected them only through routers till they could have the firewall replaced. The connectivity was restored and users resumed work in two hours. Within a week, the Check Point firewall was replaced and the configuration was rolled back during a planned downtime.
Taking complete ownership
For one of our clients, a leading tech manufacturing company, we consolidated about 40 servers down to 3 physical ones. However a challenge cropped up post deployment. A business application that the company used to forecast and report its revenues started misbehaving. In their old setup, they get reports within 40 minutes of running a query. In the new virtualized setup, it started taking longer and longer. We immediately escalated the problem to our principal for the virtualization core, while starting to do our own bit of troubleshooting. Two other parties were involved in this: the application company (an MNC) and an ISV involved in its deployment. And as all multiple party projects go, there was no one to take ownership even as the customer continued facing the issues. We took ownership. Our team identified the possible problem areas in the application settings, and proceeded to change the settings involved. And by the end of it, the process time dropped to just 20-22 minutes!
