Storage systems problems troubleshooting and system logs

• Autores: Weihang Jiang, Chongfeng Hu, Shankar Pasupathy, Arkady Kanevsky, Yuanyuan Zhou, Zhenmin Li
• Localización: ;login:: the magazine of USENIX & SAGE, ISSN 1044-6397, Vol. 34, Nº. 3 (JUN), 2009, págs. 31-40
• Idioma: inglés
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• Resumen

  • Customer problem trouble-shooting has been a critically important issue for botyh customers and systems providers. A recent study indicates that problem-diagnosis-related activity is 36-43% of TCO (total cost of ownership) in terms of suppport costs [4]. Additionally, downtime can cost a customer 18-35% of TCO [4]. The system vendor pays a price as well. A survey showed that vendors devote more than 8% of total revenue and 15% of total employee costs on technical support for customerws [10]. In this article, we explain how our FAST'09 paper made two major contributions to better understanding how logs pertain to solving problems.