Managing the ends of the earth without actually being there

Schlumberger needed a reliable remote management solution

Schlumberger’s primary objective was to optimize their service offering by deploying a communication management solution that could automatically detect, diagnose and resolve network-related faults and improve end-to-end communications from global teleports to customers’ remote locations. This would help the IT staff provide more proactive technical support, reduce trips they would have to make to resolve service outages and enhance management of the communication infrastructure supporting the customer network. Schlumberger’s management also wanted to offload and improve the routine maintenance operations being performed manually, such as provisioning and configuring devices.

In addition, Schlumberger needed a solution that would help maintain constant connectivity with these isolated locations. Communications between customers’ remote sites, such as offshore oil rigs, and Schlumberger’s land-based teleports is conducted via VSAT satellite communications, which are often interrupted due to rain-fade and other types of unavoidable interference. An out-of-band solution was required that could maintain constant communications and manageability even when the main communications link was down or disrupted.

On-site, virtual network assistants

Schlumberger’s executive team selected Uplogix ARM appliances and the Uplogix Control Center to deliver centralized remote control of the networks under management. The appliances serve as on-site, virtual network assistants and are typically deployed at remote locations to improve network availability and out-of-band connectivity in a low cost manner. Schlumberger’s operational staff is utilizing Uplogix appliances locally to automate network fault diagnosis and recovery, perform routine network maintenance, such as the configuration and provisioning of devices, and ensure network availability, even when the primary connection is down.

If the main broadband satellite link goes down or is disrupted, the appliance deployed at the remote disconnected location automatically dials out to a low earth orbit (LEO) satellite via an integrated external modem to re-establish an alternate, out-of-band network connection. This unique capability helps to ensure constant connectivity and secure management even during an outage.

The Uplogix Control Center is used by Schlumberger’s operational staff to centrally manage all satellite and terrestrial network equipment from a single screen via the web-based portal. The Control Center is integrated with Schlumberger’s MyVSAT engine providing aggregation of all remote information and non-stop connectivity to the service portal (both in band or out-of-band). From the Control Center, administrators schedule and coordinate all network maintenance and management operations being performed by the ARM appliances. In addition, the Control Center serves as the central repository and reporting interface for all data collection and audit logs provided by the remotely deployed Uplogix appliances.

Minimizing Tech Support Trips

If communications go “off-line” due to an outage or service disruption, the electrical or barge engineer onboard an offshore rig is conscripted to become the eyes and ears of the Schlumberger engineers back at the Network Operations Center (NOC) to troubleshoot the problem. If the problem cannot be solved due to the lack of local technical expertise, language barriers, or personnel availability on the rig, a support technician must be dispatched to solve the problem. The Mean Time to Recovery (MTTR) can therefore take many hours or even days, depending on the rig’s location and availability of technical expertise.

Uplogix minimizes these costly inefficiencies by continuously monitoring, diagnosing and autonomously repairing service-related problems within minutes. If the collocated appliance cannot fix the problem on its own, it forwards, through a secure out-of-band path, detailed performance and diagnostic data as well as recommended recovery actions to Schlumberger’s NOC engineers so that they can remotely repair the problem and restore service without having to send a technician on-site.

Reducing Configuration Errors

Satellite communications are subject to frequent service disruptions caused by interference due to bad weather. To restore service, Schlumberger’s operational staff often has to reconfigure and re-provision devices, such as satellite modems, antennae controllers and other communications equipment. This manual process can be both time-consuming and occasionally error-prone.

The Uplogix Remote Management Operating System (RMOS)is the intelligence behind ARM. A rule-based engine in the RMOS automates this routine maintenance by applying best-practice procedures provided by the device manufacturer. The Uplogix platform’s automated capabilities have helped provide Schlumberger staff with a secure, consistent and repeatable approach to remotely perform these routine maintenance tasks error-free with minimal manual intervention required.

Ensuring Constant Connectivity

By leveraging out-of-band capabilities, Uplogix appliances are always able to manage Schlumberger’s network even when the main satellite broadband link is down or degraded. Since the the appliance is serially connected to all devices under management, it continues to monitor and control connected devices in the case of an outage. And the appliance will automatically establish an alternate management connection via integration with an external modem to a low earth orbit satellite in order to send important monitoring, logging and audit data back to the Uplogix Control Center for Schlumberger’s staff to see and use.

This unique capability has helped Schlumberger staff greatly improve both the quality and availability of service they provide their customers by enabling them to more quickly and correctly triage support events and remotely resolve critical service problems. Now Uplogix appliances ensure that a secure communications path is always available between the site under management and Schlumberger’s NOC, and that Schlumberger’s staff has constant access and visibility with up-to-the-minute performance statistics from all networked sites under management.