Robust Support & Infra For Live Video Streaming

Suma Soft Services For Secure Live Video Streaming & Better User Experience

Client’s Background

The customer is one of the most innovative companies in live video streaming services. Organizations and software developers worldwide use their live interactive streaming services to create & relay live, Ultra-Low-Latency Live Streaming (ULL) videos. However, the client had issues while monitoring the infrastructure that is being hosted across the three prime regions. They were looking for a partner who can provide extended support in terms of proactive monitoring of the server infrastructure & troubleshoot Tier I & Tier II requests from end customers.

Challenges

The client strongly believes in offering true interactive live streaming so that their customers can engage their audience. However, they were facing the following challenges:

Support & operations coverage gaps exist
Absence of a dedicated proactive monitoring team
Lack of accountability to the monitoring function
Delay in the creation of new streaming services
Monitor tool optimization focus competes with on-going operational (break/fix tasks)

For Non Critical Instances The Recommended Actions Which Are Being Practiced:

Priority wise process kill & obtaining restart
Identify the content which consumes the space & delete or backup at the other locations
Push command to check availability of the total space & compress files or deletion of unnecessary files

Thresholds Of The Attributes Are Configured As Per The Requirement Of The Customer. There Are Other Complex Alert Types Which Are Dealt According To The Sop. To Mention Few Of Them As:

TEAM RESPONSIBILITY

Tier I

Tier II

Monitoring the available infrastructure consisting of 450 servers wherein 1000+ live streaming services are being hosted.
Incident response and incident log creation.
Communications management (Email, Voice & Video).
Routing incident to the concern engineer.
Report Optimization.
Perform stream test.
Provide required backups.

Create a new service (On demand) & deploy it on the server.
Maintaining consistency of daily operations.
Determine conﬁguration issues.
If an issue requires detailed research on the code, escalate to the next tier.
Patch Management.

Tools

The tools which are being used at our end are ICINGA, GRAFANA & Mattermost. Redmine is also a tool being used as a ticketing platform.

TOOL ATTRIBUTES

Important attributes which are captured under the ticketing tools are:

Based on the severity of the services; cofigured alerts are categorised into critical & non critical types. Actions are recommended accordingly. Some of the common practises are:

General help
Feature request
Crosscheck connectivity & packet loss
Perfoming SSH to server
Restart the mysql, apache incase a crash is reported
Kill the transcoder process

Action on webrtc client
Removing server from loadbalancing
Replacing affected server with the real name server
Service Restart through the management console
Server restart & add back to the load balancing

Solution

Being one of the leading development and support services companies, we at Suma Soft quickly understood client's requirements and offered the following full-scale solution so that they can provide uninterrupted services to their end client.

24*7 Help Desk Support with relevant expertise in monitoring & troubleshooting incidents
Setting up of server Infrastructure
Detected anomalies and resolved them at the respected "tier" level that has reduced the productivity loss
Technical adapt staff helped to create & relay on-demand streaming services

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