You have a network problem that you can't get a handle on, and it needs immediate attention. You decide to hire a consultant to solve it, but you may not need to physically "bring in" the consultant.
"Some internetwork problems can be analyzed via a remote link to a network or even over the Internet," says Marty Adkins, CCIE and senior consultant at CCCI. "For example, solving some network problems may be a matter of reconfiguring routers, something that is easily done remotely."
Because Cisco routers and equipment use a text interface, effective remote diagnostics can be conducted effectively even over low bandwidth connections,e.g., a dialup modem, from virtually anywhere.
Auditing and troubleshooting networks remotely offers a couple of advantages over bringing in help on-site. First, response time generally is much faster. When CCCIgets a request to analyze a network problem remotely, a consultant often will make contact with the customer and begin work within an hour. Second, the client's cost is usually less than an on-site visit because there is no travel time or expense.
In a few cases, problems can be diagnosed even without a network login.If the culprit is a flawed router configuration script, the script can be faxed or e-mailed to CCCI for review.
Reviewing even a faxed network diagram sometimes gives a consultant some idea about what's causing a problem.
In other instances, the consultant will have to login to a router to get an inside look at the network. Given an access phone number, password, and some description of the problem, a skilled consultant can investigate most network problems as effectively as if he or she were sitting at a network management workstation. If the solution requires installing new software,that is a fairly simple remote operation.
Here's a typical example. After a large company moved part of its network from one location (city) to another, problems developed. ACCCI consultant remotely analyzed the network and found logical addressing problems because of the move. Correcting the problem involved revising router scripts.
"The nature of the problem and the size and complexity of the network determine whether the problem can be solved remotely and how long it will take to solve," says Adkins. "We've identified and corrected a number of problems remotely in less than 4 hours."
"In one case where dial-in access was not possible, I walked a customer through the various router commands to troubleshoot and correct the cause of his downed network," adds Marty.
Of course, not all problems can be solved by viewing a screen. Wiring or connection problems, as well as some hardware problems, are best handled through physical inspection.
For more information on CCCI 's remote auditing and troubleshooting capabilities, call Jack Serena at 800-447-5967, ext. 3011, or e-mail him at jack@ccci.com.