Not-so Customer Service

What’s wrong with this email Verizon sent me today?

from: Do_Not_Reply@verizon.com
date: Mon, Nov 16, 2009 at 10:08 PM
subject: VEC Inactivate User 90-days Warning Notification
mailed-by: verizon.com

Dear John Eisenschmidt,
We noticed you have not logged on to the Verizon Enterprise Center in 90 days.
Did you know that this portal provides joint access to your accounts from Verizon Business and/or Verizon Wireless? And that you can streamline business processes while having 24×7 access to your Verizon accounts?
If you would like training to help maximize the benefits of the Verizon Enterprise Center, you may select to attend a virtual classroom training session at no cost, or review the support materials on the site. Go to the Support Tab on the site to learn more and enroll.
After 120 days without logging in to the VEC you will be required to authenticate using your user ID/password combination and provide the answer to your secret question. After 13 months of inactivity, your user ID and any application entitlements will be permanently deactivated.
Sincerely,
Verizon Enterprise Center Product Marketing.

Where to start?

  1. I don’t have the URL for the aforementioned website
  2. I don’t know my user name or password for this website
  3. I can’t reply to this email
  4. I’m not given any instructions on whom to email or call to rectify this situation

At least they were honest that Product Marketing wrote it. I suppose my mistake was expecting them to be helpful.

Author: John Eisenschmidt

Topic(s): Critique

Published: November 17, 2009 13:51





Sipping Our Own Champagne – Lighting the Lantern 3

This is the third in a multi-part Lighting the Lantern series about the origin of Lantern Three.

If Lantern Three is a company about problem solvers bringing their expertise to the table, then dogfooding is appropriate, if not essential. We can’t be about solving problems the right way, once by outsourcing our company setup to someone who doesn’t share our values.

As tech folks, we had opinions about every aspect of our setup; as we’d advise others, we chose solutions that best-fit our needs.

Groupware: Google Apps

The first order of business was setting up our @lanternthree.com email addresses. Barry, George, and I cover the spectrum on email servers (installation and administration of MS Exchange, Lotus Notes, Novell Groupwise, Sendmail, and Sun One) and clients. George and I also have email history that goes back many, many years and incorporates mail from lots of clients. I consider myself a long-term beta tester of Google Apps since I migrated all of my personal email there in October of 2007.

John has lots of email

With only a handful of brief outages since I migrated, and given the few resources we have dedicated to administer our infrastructure, this was the easiest decision we made. It was effortless to setup our account skin it appropriately, and we were using Google Docs to collaborate within a week.

je-l3-inbox

Web hosting: Amazon EC2

Barry, George, and I all host physical servers that are directly Internet accessible in our homes. We could have easily hosted any required services on any of those machines (or even bought new ones).

Then why did we choose the Amazon Elastic Compute Cloud? It wasn’t because cloud computing is a buzzword, but because of all the benefits that cloud computing offers: the ability to inexpensively host highly available virtual machines with minimal worry about hardware failure, power, cooling, rackspace, bandwidth, and a slew of other obligations. While there are specific security considerations when utilizing clouds, industry best practices from other arenas certainly help. Proper storage and utilization of off-line private keys and certificate authorities permit the use of encrypted volumes, files, and transfers. This dramatically reduces the risk of data loss through drive attrition, loss of control, etc.

l3-ec2-console

We chose Amazon based on the maturity of EC2 and our specific needs. We may not suggest the same for every company, but it was the right decision for us when we made it.

Media Design

It was very important for us to find a design team who shared our values. Using the logo Stokefire procured for us as input, Will Rees and Bo Ramos were given total creativity to design our site, which freed me to focus on site structure and content. Once the design was locked down in early July, we were able to code the site and draft the content concurrently.  Will and Bo were also responsible for our WordPress theme, Twitter skin, and PowerPoint template. l3-website-design-comp

When we had a solid first draft of the entire site, we brought Stephanie Hay from Tellenger in to review and edit the site content, our bios, and our resumes to ensure everything was consistent.

Nic Tan is the photographer who shot most of our bio pictures; we expect to include more of his work in future versions of the site.

By hiring a team of professionals who shared our values, we became a fully branded new media company in about 90 days, and we’re thrilled with the results.

Author: John Eisenschmidt

Topic(s): Behind the Scenes

Published: November 12, 2009 14:32





So, you’re thinking about a SAN… (part 3)

Now that the transport has been established, the next decision is what storage system(s) to use to provide the data.  For most, this decision has the most impact on performance.  Controller performance, either in throughput or in Input/Output Operations Per Second (IOPS), number of spindles (physical disks), type of disk (FC, SATA, SAS, SSD, etc.), and the layout of those disks all come in to play.  Most storage arrays support a mix of disk types, so ensure that the controllers can keep up with the IOPS load in the storage configuration you want to provide (probably the biggest “set in stone” decision to make).  Some arrays are more flexible: you can add more controllers later on if you find out that the controllers are being stressed somewhere (cache, CPU, back-end IOPS, etc.).

The type of data you plan to store and the user expectation for how it will perform determine what disks are used in the array.  SATA is great for low performance, high capacity storage.  SATA does well with low IOPS and low contention (since seek times are generally higher than others and other features aren’t as advanced or are lacking) and so they serve archive or small workgroup storage well.  SAS and FC do well for high IOPS loads (high-volume e-mail, OLTP databases, etc.) but tend to have a high cost.

Once you pick a disk-type for a particular work load, how do you choose a volume format?  DBAs will always tell their SAN admin not to use RAID-5 because of the overhead to calculate parity for each write operation.  Well, maybe.  The reality comes down to user expectation.  If your array will deliver your cruelest database loads in adequate time running on RAID-5, what’s the problem?  If RAID-5 suffers, then RAID-1+0 it is.  With database workloads, it’s often not as simple as that.  Given the cost of SAN storage, making the most of it counts for a lot.  If there is a particular part of the database that could benefit from faster storage, it may be beneficial to put things like redo logs on the fastest configuration you can configure and put the database on something a bit slower, but more space efficient, and the archive logs (depending on how long you want to keep them and how fast they get created) on something more cost efficient.  Database systems like Oracle have excellent tools for determining what part of the database needs help.  I can also assure you, DBAs have a knack for letting the storage folks know when they need something.

When it comes down to allocating the storage out to the hosts, I try to allocate what is needed plus a small overhead.  Some operating systems are okay with the idea of growing a volume/LUN (Windows) and others are not (Solaris).  For those that are not, I recommend the use of volume management software that will allow you to add additional LUNs and grow the file system (Solaris does allow for this, for example).  Some storage arrays provide the notion of Thin Provisioning to work around this concept.  Personally, I oppose the very idea.  Thin Provisioning is a lie.  The array tells the host the volume is bigger than the amount of actual storage backing it up.  So long as the host doesn’t want to use all that storage, all is good.  (Does this remind you a bit of some financial scandals?)  If, however, the host decides that it needs that space, it is either allocated on demand or if there isn’t enough to be allocated, the write fails.  A SCSI write failure is bad because it means your file system is now corrupt.  The hope is that storage use will grow slowly enough that the SAN admins, who are hopefully paying attention, can add more storage to the array before the situation becomes critical.  There are a lot of “ifs” in this whole concept.  This whole thing relies upon the idea that 1. The SAN admin can add storage in a crunch (which means money from somewhere) 2. Everyone who is using the storage remembers that the numbers they see are lies and they don’t really have that much space, so plan accordingly and don’t do anything stupid, and finally 3. Nothing goes wrong.  By the third point, I mean that some job runs away dropping core files or a database autoextends itself blissfully because no one put an upper cap on it, or someone isn’t told the numbers aren’t right and they use the space “temporarily”.  Once TP space is allocated, it’s allocated.  The storage array has no way to know that a block has been freed since “zeroing” blocks isn’t generally done (we’ll get to this same idea with SSDs in the next section).  There is also an issue of resource consumption and human nature.  When people know where the hard wall is, they’ll respect it (as do file systems in that they leave themselves enough room to work and not get corrupted).  If people know that there is a limit out there somewhere (and who knows because there might be other TP users on the same array about which they have no idea), but not sure where, they might be tempted to gamble.  In any case, TP can put the SAN admins in a tough spot.  TP is sold by marketing folks as a storage saver (wait, you mean to tell me marketing people selling storage are trying to keep me from buying storage?  Something’s not right.  Oh, that’s right; they know if you lie to your users, that lie will catch up to you and you’ll come running to them at the last minute for more disks which will be a guaranteed sale!), but it is simply this: if SAN admins have to keep space free on the array to account for the possibility of TP growth vs. space free in file systems that goes unused, that space is still free (and wasted).  Smart planning and flexibility from volume managers on the host side can mean that you don’t need TP and you’re not wasting a lot of space either.  It will also help the SAN admins sleep better at night.

Now that we’re past all that, the last thing to remember with allocation is to have your application, be it a file system, DBMS, mail system, whatever, use the storage wisely.  By that, I don’t just mean space; I really mean understanding what’s underneath.  Issue read/writes in multiples of stripe widths (just the data piece, not parity, if any).  There is no magic bullet for this (as it depends entirely on how the admin configured the volume) and controllers in arrays can make up for some of this.  Make no mistake, a mis-alignment can cause a lot of undue stress on your storage.  For example, it used to be the case that the default start of an EFI disk in Solaris is misaligned if the LUN came off hardware RAID.  Ugh.  Pay attention.

In conclusion, the decisions made come down cost, both in equipment and in skilled people or support contracts, and workload/application.  There are examples of successful deployments for all the technologies mentioned in the previous posts.  Personally, where cost is no issue, I’m biased towards Fibre Channel.  That is not to say that I would pick it every time; I always try to choose the right tool, even though it may not be my favorite.  For example, there’s no point in moving an ant hill with a bulldozer.  If you want to create a low-load two node cluster, running a FC SAN is serious overkill because a couple of SCSI JBODs will do just fine.

Looking towards the future, the enterprise storage array is going to have some serious competition.  There are lots of exciting changes in storage going on currently.  There is the notion of object based storage (leaving behind the traditional general file system) and solid state disks (SSDs) maturing.  Object based storage is a completely different concept, but SSDs are not.  They’re still block-level storage devices, just faster.  SSDs are starting to see adoption in storage systems already (Sun is doing this) and is being made available into the general OS (Sun also doing this with ZFS in Solaris/OpenSolaris).  SSDs in ZFS are configured as a cache device, thus creating a hybrid pool of storage.  It’s a fantastic use of the technology.  When the SSD cost per GB reaches “good enough” and things like TRIM (the ability for the OS to mark a cell as unused so it can be erased — long story short, over time, SSDs themselves will lose track of what’s really used and what’s not which counts for true write size and wear-leveling) become universally implemented, storage may look a bit different.  Nonetheless, the present notion of a SAN and storage arrays still have a lot of great applications and many organizations can benefit from them.

Author: Barry Freese

Topic(s): Comparison

Published: November 8, 2009 21:07





Stokefire’s Guest Post on Lantern Three

The second post in our Lighting the Lantern series focused on Stokefire’s development of our brand. Since there are two sides to every story, we invited the Stokefire team to share their experiences working with us. Our thanks to them for accepting the invitation.

A peek inside the branders’ heads:

John came to Stokefire with what we found to be a wonderfully compelling idea. Roughly paraphrasing, it was this: “What if you could look back through your career and select the very best people you’d ever worked with, and ask them to come with you and create a company that did truly brilliant work?” This seemed a wonderful idea to our team. Every organization of size seems to have at least a few people who are there because it’s convenient to have someone in that particular seat, not because the person is the right person to be there. In what is perhaps a first for our organization, we encouraged John to hold off on investing in the brand until he had a better sense of who was going to be on the team and what their desires were. In most cases a brand is more powerful when the decision-makers are limited in number. In this case the philosophy of the company was known but the personality wasn’t yet set. We wanted to ensure we developed a brand that embraced both.

We’re glad we waited. In our kick-off meeting we met with John, Virginia, and George – whom we talked with at length about strategy, tactics, and differentiation – all the while assessing the organizational personality. We were blown away by the force of the team’s conviction. Passion is often missing from technology brands – but not from this. We knew almost immediately that there was enough power here to drive a brand home if we could find the right message.

During the evening meeting, we found many differentiators and sparks for potential brand directions. John’s team seemed both excited and occasionally disappointed as we discussed various ideas and sometimes had to set them aside as it was determined that the messaging wasn’t quite right or wasn’t unique within the market. That was until Virginia made an off-hand comment in explaining why she felt effectiveness was truly a differentiator for the team. To paraphrase, she said that the people John brought in are the type of people who have the talent to solve what the client’s self-described problem is, but also to understand any deeper causes of the issue and remediate those as well. In laymen’s terms (for my benefit) it was described as “When a client says he wants us to stop that annoying alert from disturbing him, there’s a difference between disconnecting the speaker or hiding the alert and actually solving the problem that’s causing the alert in the first place.”

From that discussion came a little note on our white board that said “You have to see the real problem to solve the problem.” It was just one of about fifty different things noted that day, but it was a great one.

As we revisited the board in the days that followed that one little item kept coming back. I know I chanted “You have to see it to solve it” a few thousand times as we went through the creative process. Ideas were tossed around about light spectrums, light sources, brightness, visibility and invisibility as well as dozens of other directions off of different notes. But we kept coming back to the “See it. Solve it.” concept, which incidentally turned out to be the ready-made tagline for the brand.

The final stage of brand development involved turning words into images. We worked with dozens of designers to find the right way to convey Lantern Three. We screened hundreds of concepts from locals and artists around the globe, providing art direction and guidance to drive the best concepts forward. It took a model-maker from across the Atlantic to develop what you see today. He pulled the three circles of overlapping color together and thus created a hidden “3″ that is hinted on the reverse of the Lantern Three business card, and is likely to show up in animations down the road. The logo showed the three circles of light, and at the same moment hid the numeral within. It was a spectacular way of illustrating both the obvious three lantern metaphor and also a secondary emphasis on seeing what is truly there rather than just what was explained or expected to be there.

We’ve admired how John and his team have brought this brand identity into their hearts – actively promoting and defending it in the market and with our own organization. It is a truly wondrous (and even a bit terrifying) feeling to find ourselves challenged by the Lantern Three team to live up to the brand that we’ve created for them. For Lantern Three and Stokefire, this is a brand that truly matters, and we wouldn’t have it any other way.

You can read more at Stokefire’s blog or follow them on Twitter.

Author: John Eisenschmidt

Topic(s): Behind the Scenes

Published: November 6, 2009 18:54





What’s in a Name? – Lighting the Lantern 2

This is the second in a multi-part Lighting the Lantern series about the origin of Lantern Three.

Having an idea is one thing, having the time to execute it another.

I made the jump from internal IT to independent consultant in November of 2007, but was also finishing school part time until August 2008. While I made notes and continued to refine the concept, my first tentative step forward was to contact Stokefire in October of 2008. Tate Linden and I played tag until February 2009, when we finally met in person. I sought Stokefire out simply to come up with a name, but what Tate suggested (and we ultimately did) was to develop our brand.

By then, I had developed the short-list of the best people I wanted to recruit. I expected to work with Stokefire on the brand development, and reach out to them when we had something tangible to show. Tate suggested the opposite, and I agreed that everyone deserved input into the creation of our organization (since I insisted this was a company about us as problem solvers, not me).

With the four of us on board from day one (and others willing to join “when the time was right”), the Stokefire team reduced a list of 100 potential names to 13, which we narrowed to three before landing on Lantern as the stem. Why did we choose Lantern Three? That’s a story to be told in-person.

The name turned out to be the easy part, as the Lantern Three brand began to take shape. Over the course of several months, we refined our mission, goals, and expectations. The Stokefire team stayed in near-constant contact with us until they were sure we were comfortable with our brand. In Stokefire’s guest post, they tell their side of our story.

With a name, logo, and brand strategy, it was time to shift Lantern Three from concept to execution. We’ll explore that in part three of our Lighting the Lantern series.

Author: John Eisenschmidt

Topic(s): Behind the Scenes

Published: November 6, 2009 18:45





So, you’re thinking about a SAN… (part 2)

Once you’ve decided that networked storage is the way to go, which option do you choose?  There are pros and cons to all of them, and picking the right tool for the job can make a world of difference.  Of course, that assumes money is no object.  For small organizations, especially in this economy, making do with what you have might be the only option.

NAS is a good choice for problems that span large areas, need to be shared, and where limited flexibility is acceptable.  For example: a college that needs a system to share out home directories is a great use for a NAS.  Students, faculty, and staff all need access to their files across the public network, and just about every OS on a desktop can use CIFS, NFS, or both.  NAS can also be a great option for low-cost shared storage or storage that needs to be provided over an unstable network.  The reason I say low-cost is that a NAS system can be a “roll your own” setup.  For example: Sun Solaris 10, Sun Cluster, and JBOD trays that support multiple initiators.  Highly available NFS and CIFS (via Samba) is ready to go.  The same can be constructed with Linux.  NFS systems can also be paired to backup systems through NDMP and spare the backup server some work.  NAS systems are also available from commercial vendors as a great option for those looking for something more turn-key.

That said, NAS has limitations.  You can’t be as creative with NAS as with block-level SANs.  A block level storage device coupled with basic volume management software in the host OS provide a fair amount of flexibility.  Example: When migrating from one disk array to another (the old array reached end-of-service-life), a new disk array was brought on-line, added to the hosts, storage mirrored using the host-side volume management, old storage detached, old array scrubbed, and old array shut down and rolled out the door.  The impact to the users of the ERP and E-mail system running on the old array?  Nada.  No one noticed.  Again, SANs provide block level storage.  You can build whatever file system you want, use Oracle ASM, or whatever else can make use of it; you’re not tied to a protocol or specific set of implemented features of a protocol (“Is that NFSv3 or NFSv4?”).

When considering the networking for block-level storage devices, keep in mind that generally block level storage  does not fail gracefully.  Storage, above all, has to be correct 100% of the time, so having a reliable network between host and storage is critical.  Performance is second to correctness.  There are lots of options for block level networking and vary greatly both in cost and performance.  Some of the choice here depends on the storage array and what it can provide.  For arrays that support ISCSI (which is a means of moving the SCSI protocol over IP networks), this can be a cheap block level network setup.  Solaris has an ISCSI target capability built-in, and that married to ZFS is great to get your feet wet with ISCSI (but there’s no redundancy, so I wouldn’t trust it for a production system).  Like NAS, this option can be implemented over your existing IP network (although I don’t recommend it) and cheaply since many operating systems have software ISCSI initiators.  There are hardware HBAs available too.  However, even with a dedicated back end network, it’s still an IP network which has shortcomings when it comes to storage.

Fibre Channel is a very widely deployed answer to the block level network problem.  This option is not exactly cheap.  Fiber Channel is a network, first and foremost, that was designed with storage in mind.  Concepts like flow control, “routing”, and loop detection are different.  Getting into Fiber Channel can be a bit pricey in that FC requires special switches and HBAs in the servers (not to mention cabling).  FC is usually implemented in duplicate (creating two different, disconnected networks called fabrics) so under certain conditions or even a fabric failure is a non-event to the servers.  FC also comes in a variety of speeds and, so far, has maintained backwards compatibility.  FC comes in 1Gb/s, 2Gb/s, 4Gb/s, and 8Gb/s.  Ethernet comes in 1Gb and 10Gb.  In my experience, 10Gb/s to the host is too much and 1Gb/s is too little.  Sure, things like port channels can work around some of this, but single link speed flexibility is a nice thing to have.  There is a lot of intelligence built into FC in the switches which provides the true beauty of FC.  One bit of wisdom with FC switches: don’t mix switch vendors.  Even switch vendors like McData and Brocade (Brocade bought McData several years ago) who have developed firmware to make each switch platform (M-EOS and FOS) play nicely with each other, still only have a limited set of features in compatibility mode.  Homogeneous fabrics make life easier and allow you to take advantage of features that would otherwise be disabled or limited.

Another option for storage networking is very new and being pushed by Cisco and Brocade:  the idea, called Data Center Ethernet, merges Ethernet and FC into one network. .  It’s a neat idea…on paper.  The advantage for organizations that deploy large FC networks is reducing cabling and switching costs because both types of data move over 10Gb/s Ethernet links.  The downside is that it requires special switches (you still have to have a fabric controller!) and special HBAs.  Unlike with FC, you can’t use your older, slower FC HBAs as part of a rolling upgrade (well, sort of), and the Ethernet port in your server won’t cut it either.  To be more clear, you can combine the DCE and FC systems together, but in order to move to DCE completely, you’ll need to buy all new HBAs.  I cannot say that I have any first hand experience with this technology.  It has been proposed to me by sales folks, and aside from the cost of adoption, it’s also a very new technology.  Going back to one of my first points, storage has to be right.  Bleeding edge and storage is a match I try to avoid.  I was also told that DCE is the future, to which my reply was “I was told five years ago that FC was dead.”  I assure you, FC isn’t dead.  Storage folks, in order to “keep it right”, like to keep it simple.  It’s nice to have a separate set of switches that do one thing and one thing well.  Cisco and Brocade may be on to something, but SAN architects are a very conservative lot so I suspect adoption will be slow.

There are other options from the “experimental” (like ATAoE) to the niche (InfiniBand with Lustre) .  NAS with either NFS or CIFS, ISCSI, and FC seem to be the leaders thus far in terms of install base.

Now that you’ve decided on what transport will meet your needs, our next installment will help you figure out what should dish out your data.

Author: Barry Freese

Topic(s): Comparison

Published: November 1, 2009 21:14