Nasuni Achieved 100% Compliance with SLA Response
How Intertek achieved seamless data flow with 100% compliance Cloudaeon.
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Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged.
Intertek a 130-year-old company headquartered in London, is a total quality assurance provider to industries worldwide. A global leader in compliance, inspection, testing, and assurance services is located in over 100 countries.
Intertek deals with volumes of business-critical documents for which they heavily rely on a secure, always-on platform.
They used Nasuni as its cloud-native file storage platform for storing and sharing invoices and other business-critical files across its global operations.
Cloudaeon provided active operational support 24/7. We ensured uptime, reliability with compliance of the Nasuni infrastructure.
The Challenge
24/7 Business-Critical Availability
Intertek’s teams, across the globe, use Nasuni to access invoices and critical files.
Downtime, even for a few minutes, disrupts operations across regions. Hence, maintaining 24/7 availability was more than required.
Incident and Change Management Compliance
Intertek follows a very strict change management process. So, every update or configuration had to pass numerous protocols. Failure to do so could lead to SLA breaches and audit issues.
SSL Certificate Expiry Risk
SSL certificates were essential to securely access the Nasuni appliances and portals. They had to be renewed periodically. Any kind of lapse could make endpoints inaccessible or expose security vulnerabilities, which is like living with a risk always.
Fragmented Stakeholder Ecosystem
The platform depended on integrations with Salesforce, MuleSoft, and third-party certificate providers, requiring coordination with multiple internal and external teams for issue resolution.
High Stakes for Minor Misconfigurations
A seemingly minor folder name change could cause widespread download failures in Salesforce. Even small changes had the potential to disrupt business operations unless handled with extreme care.
Solutions Implemented
Comprehensive Platform Monitoring
End-to-end monitoring and operational support for the Nasuni ecosystem that
Actively monitored the Nasuni Management Console (NMC), Edge Appliances and Access Anywhere.
For consistent data flow, good file health, volume status, storage utilisation and sync activity are tracked using Global File Acceleration (GFA)
Precautions were taken by setting up real-time alerts and logs so that the anomalies could be easily detected.
SSL Certificate and Patch Management
End-to-end lifecycle of SSL certificates, including secure installation, was managed on Nasuni appliances
Ensured weekend server patching by verifying system stability post-updates to avoid service interruptions.
Incident and Change Management Adherence
Followed Intertek’s structured incident and change management processes to ensure all tasks met the SLAs.
Tracked issues and implemented necessary changes with zero deviation from compliance protocols with detailed audit trails.
First-Cut Issue Analysis and Escalation
Performed first-level diagnostics on platform issues, thereby eliminating the dependency on external vendors for minor resolutions.
Escalated only critical or unresolved incidents to Nasuni support or Intertek’s infrastructure team, significantly shortening mean time to resolution (MTTR).
Cross-System Integration Support
Enabled easy file access by monitoring and maintaining integrations between Nasuni and other systems.
Identified and resolved sync failures and folder structure discrepancies impacting business operations or reporting.
Critical Incident Resolution
Handled a Severity-1 incident due to a mismatch in naming folders that disrupted invoice downloads for users.
Quickly identified the root cause and restored Nasuni service, thereby minimising impact on business continuity.
Reporting and Operational Visibility
Provided Intertek with timely and updated reports for visibility in for decision-making and resource planning.
Platform maintenance and upgrade
Completed the upgrade of Nasuni Management Console and Edge Appliances to the latest versions as part of our platform maintenance and performance enhancement plan.
Intertek leveraged the upgraded features and increased platform stability with the latest release.
Results
Achieved 100% compliance with SLA response and resolution timelines.
Resolved a severity 1 incident that solved major challenges.
Maintained seamless data flow and invoice access for business users across multiple regions.
On-time upgrades and patching without escalations.
