Promise Technology, RAID, Cloud Computing and UC Berkeley

 

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I happened on a number of blog posts about a company called "Promise Technology" and became more interested in these terms: "RAID" and "Cloud Computing" and because my grad school, Cal Berkeley is apparently at the center of the creation of this technology. Also, I think, particularly in the wake of the San Jose fiber-optic cable crime of yesterday, it's important to shed a light on the little-known areas of technology and how they impact us.

Promise Technology (according to its website) is "a global leader in the storage industry and as an innovator in RAID technology". OK, fine and dandy, but what's "RAID technology" and why is it important? First, when David Patterson, Garth Gibson and Randy Katz created RAID according to Wikepedia at Cal in 1987 and confirmed by Scientic Commons , it was called "Redundant Array of Inexpensive Disks" but some companies now call it "Redundant Array of Independent Disks". Ok, but why is it important?

It's important, and Cal Professor David Patterson's a Macher in this field. Patterson led the creation of RAID technology, increasing storage capacity dramatically and opening the door to the creation of the kind of web servers used today. But really it started as combining small disk drives into something called an "array" which is a way of arranging information so that each part can be gotten according to some specific code index -- in other words it's a way of "filing" information in a certain order then using that order to, say, make a calculation of something. We do this every day when we teach kids to count the number of items in a case, that number of items is an array of sorts. Programmers get computers to do that same act by writing arrays as in this case (ok, simple yes, but I want people to at least be exposed to these ideas.)

Thus, RAID is a storage technology that uses arrays and is widely used in the corporate world. Promise Technology is one of a number of companies that uses this Cal-created technology to store information or more to the point of what Promise does, is make hardware that "sees" an array of hard drives and stores, receives, and protects that data that's in them.

As an old Cal student and booster I hope you see this example of where our dollars public and private go at the university. At present, we need to change our spending priorties do that great California institutions like UC Berkeley get more money fro the State of California. California spends more money today on prisons than education; that wasn't the case when RAID technology was created. Cal's leadership and innovation in computer technology has helped transform the World around us for the better and caused the launch of a new industry and companies like Promise Technology.

Indeed, RAID served as a foundation for what we now call "Cloud Computing" which is using the Internet to, say, use a spreadsheet, rather than an old disk or CD that had a copy of, say, Microsoft Office and Excel on it. If you're thinking of Google Docs, you're on the right track.

So the next time you're poking around online and see some technical term you don't recognize, stop and research it rather than clicking by it. It will expand your understanding of the world and it may cause you to appreciate your public university more than you do.

Promise Tech Sued By Carbonite : A Lesson In Data and Responsibility

Three days ago I decided to write a blog post that focused on an issue which at first glance would seem to have all the stuff of sleep-producing content.  It's a tech matter involving a company known as Carbonite , who's corporate mission is to provide "Unlimited online backup for one flat fee" according to its website, versus another firm Promise Technology.  The same website reads "How will you survive a computer disaster" and with a photo of a man that could very well be me, head bowed in his hand. 

Video version:




YouTube, MySpace, Metacafe, Blip.tv, Crackle and Sclipo

In fact, a couple of months ago that was me.  My MacBook's hard drive crashed big time, and while I was away from my home and office.  Even though I was visiting my mother in suburban Atlanta, I was still without my second computer and even worse, I had to catch a flight in just five hours.  So, I found a place nearby that works with Apple products and the tech warned me to have my "stuff" backed up.   All of the "stuff" I needed was online in various places, so I was ok.  

But it never entered my mind to me to sue Apple Computer.   

Thus my interest in this lawsuit over a matter that happened over a year ago but with a lawsuit filed almost two weeks ago.  Here's what happened:  

According to The Boston Globe , Carbonite is suing Promise Technology and another company Interactive Digital Systems for allegedly faulty equipment and breach of warranty, respectively.  Carbonite was responsible for over 7,500 backups which it lost in 2007.   Promise Technology hardware was supposed to monitor customer data and preserve the information  Carbonite claims the products by Promise were "defective".

Promise stands by its hardware devices and says they're reliable.  

This story has hit the tech blogsphere like wildfire.  It was picked up by TechCrunch first, and that story became linkbait for a number of blog posts rendering fact and opinion, including mine, because I was interested in what the comment writers had to say, most of which was critical against Carbonite.  

See, what's hard for many to wrap their mind around is why Carbonite itself lacked a backup system, especially considering the number of customers they had?  Every time I've had a hard drive problem over the years, people have asked, "Did you backup your data?"  That's asked all the time; I can hear someone asking it now.  So, the story spread and so did the comments.  Eventually, even our San Francisco Focus Blog entry on this had comments.  But one of them really caught my attention.  

This one:

Hi Zennie, 

I would like to make sure that your readers understand two points with regard to Carbonite’s lawsuit against Promise Technologies as your headline is misleading to the facts of the case:

1) This event happened over a year ago. We do not say this to minimize the matter. But we do want to point out that this has not happened in a long time and is not an ongoing problem. 

2) The total number of Carbonite customers who were unable to retrieve their data was 54, not 7,500. We did take responsibility for the loss of data, which impacted the 54 customers. 

Here is what happened: The Promise servers that we were purchasing in 2006 and 2007 use RAID technology to spread data redundantly across 15 disk drives so that if any one disk drive fails, you don't lose any data. The RAID software that makes all this work is embedded as "firmware" in the storage servers. In this case, we believe that the firmware on the servers had bugs that caused the servers to crash. Carbonite automatically restarted all 7,500 backups and more than 99% of these were completely restored without incident. Statistically, about 2 out of every 1,000 consumer hard drives will crash every week, so 54 of these customers had their PCs crash before their re-started backups were complete. Since they weren’t completely backed up when their PCs crashed, these customers were unable to restore all of their files from Carbonite. Most of the 54 got some or most of their data back. We took full responsibility for what happened and I did my best to call each of these customers personally to apologize. 

As a result of our problems with the Promise servers, we switched to a popular Dell server that uses RAID6 – an improved RAID that allows for the loss of 3 of the 15 drives simultaneously before you lose any data. This configuration is in theory 36 million times more reliable than a single disk drive — the chances of 3 out of 15 drives failing at the same time are almost nil. 

So far, Promise has refused to accept responsibility for their equipment’s failures, so now we are suing them to get our money back. The Dell RAID servers have been flawless and we're extremely happy with them. 

Dave Friend, CEO

Carbonite, Inc.

Dave's friendly comment certainly gave this blog entry new weight, but something Mr. Friend wrote concerned me:

 The RAID software that makes all this work is embedded as "firmware" in the storage servers. In this case, we believe that the firmware on the servers had bugs that caused the servers to crash. Carbonite automatically restarted all 7,500 backups and more than 99% of these were completely restored without incident. 

"We believe that the firmware on the servers had bugs" is another way of claiming there's no real evidence to back that claim.  That's a real problem and I'm surprised Dave Friend just hauled off and wrote that.  In other words, there's no way Carbonite can actually prove Promise Technology's hardware was at fault.  They have their belief, but that's it.  That means there could have been a lot of actions that led to the loss of customer data, and even Carbonite's Friend admits that only 54 of 7,500 customers were adversely impacted by this data loss.

Let's go back to my Apple example.  If my Apple MacBook crashes, techs ask me if I use disk utility tools to properly maintain the hard drive.  They instruct me to use those tools both in the care and recovery of data and the hard drive. Thus the care of the hard drive is ultimately my responsibility.




This is also at SFGate.com

Promise Technology Inc Announces New ServicePlus On-Site Parts Replacement Program for US and Canada

First I take a stance on how backing up data is a personal responsibility and how Carbonite - a data protection company -- should take the rap for losing its customer's data, then I get comments on the San Francisco Blog about it, and from some high level folks, and now a press release?  Interesting.  It means our blogs matter in the tech world after all.  Here's the release I got on Promise Technology's news about an onsight parts replacement program:

Promise Announces New ServicePlus On-Site Parts Replacement Program for US and Canada

Industry leading support program expands to include on-site component swap offering

MILPITAS, Calif., April 1, 2009 – Promise Technology Inc., a leading supplier of sophisticated RAID storage solutions for enterprise and SMB customers, today announced general availability of the Promise ServicePlus parts replacement plan for their VTrak enterprise class RAID storage subsystems. The ServicePlus program is an available upgrade to Promise’s leading 3-Year limited advanced parts replacement warranty. The ServicePlus plan offers onsite parts replacement 24 hours a day, 7 days a week for the existing VTrak warranty period.

The Promise ServicePlus Plan provides for the rapid response and installation of components that have been identified as being in a fault state. This program provides storage administrators with the peace of mind that their storage is protected 24x7 against component failure. Combined with Promise’s existing 24x7 technical phone support this program is able to significantly minimize downtime. Average response time for component replacement can be as little as four hours in most major metropolitan areas.

“The ServicePlus program builds upon our already best in class support program”, said Vijay Char, Vice President of QA and Support, Promise Technology.  “Continuing to add to our support offering is part of our commitment to providing our customers with the best available uptime and service.”

The Promise ServicePlus plan is available for VTrak E-Class RAID, J-Class expansion chassis and M-Class iSCSI models in the 3U/16-bay form factor. The program is valid for the entire 3 year VTrak standard warranty period.

Pricing and Availability
The Promise ServicePlus plan is immediately available in the U.S. and Canada. Please contact the Promise sales department for further information.

About Promise Technology, Inc.
With a long history of innovation, Promise Technology develops and manufactures sophisticated RAID solutions – offering a complete line of RAID controller cards and SAS/SATA RAID subsystems catering to enterprise, mid-range and entry-level data protection needs worldwide. Known as the originator of SATA/ATA RAID products, Promise’s comprehensive product base includes high available (HA) standalone RAID subsystems with standards-based management interfaces, SAS host-based (internal) RAID controllers for servers and NAS appliances for SOHO. Headquartered in Milpitas, Calif., Promise is ISO-9001:2000 and ISO-14001:2004 certified, and has offices and operations throughout Asia and Europe to support local business partners and customers. For more information, visit Promise Technology's website at http://www.promise.com/serviceplu