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Know how Charon-VAX‘s engineering team provided exceptional, extra service for a global company’s North European operations.
After routine maintenance, a mission-critical system failed to turn back online, causing 50 agents with no customer data to sit idle. Their IT manager thought it might be their Charon-VAX.
Stromasys engineers couldn’t find the problem until an engineer realized it wasn’t the Charon but the OpenVMS. They even took measures for when the system went for maintenance again.
With 30 years of experience, an IT manager was wary of support services until early on a Saturday morning when he received a call from the office. His co-worker told him that a Windows server had been shut down for routine maintenance. Unfortunately, he had not been given any notification about this.
Following the shutdown, the mission-critical system, the manager’s responsibility, would not come back online. At that point in time, the entire Northern European operations were down, and 50 agents had no access to member data to assist any customers in their loyalty programs.
The system needed to be back online ASAP, and the manager’s first thought was that it could be the Charon software preventing that from happening. He sent an email to the Stromasys support team, but it was Saturday, so he didn’t think he would get a response.
To his surprise, a Stromasys engineer, Alexandre Souf, replied within an hour with eight other engineers CC’d in the email. Working with Alex, they discovered it wasn’t the Charon emulator, and yet, the system was still not booting. Alex stayed on the phone with the IT manager to troubleshoot the problem, and they eventually found that it was an OpenVMS system issue that had been caused by an external network change. Alex continued to work with the Manager as they ran the checks to get the system back online.
Once the system was back online, Alex followed up to make sure that everything was running smoothly. Internally, the IT department put in place new procedures to ensure the manager is ready the next time systems are shut down for maintenance. The IT manager was ecstatic about the Charon software and Stromasys support.