In this chapter, we will outline the boundaries of the Etere Support Team’s responsibilities, identifying the areas beyond which intervention is extremely limited or not possible.
AREAS OF RESPONSIBILITY OF THE SUPPORT TEAM
• Anything directly related to Etere.
• Microsoft SQL Server:
Within Microsoft SQL Server, Etere Support may perform tasks such as creating the databases required by Etere, configuring the Reporting Services instance and creating its related database, setting up one or more maintenance plans according to customer needs, and running queries for troubleshooting, analysis, and monitoring purposes.
• Microsoft Windows:
Since Etere is currently compatible only with Microsoft operating systems, Etere Support may carry out operations on the operating system to optimize the machine and ensure optimal performance of Etere. These activities include, but are not limited to: executing commands via the Command Prompt; using Microsoft software such as Remote Desktop or IIS (Internet Information Services); all procedures described in Chapter 1.3.2 Pre-installation Checklist of the online manual.
• Proprietary video card software:
Some Etere modules make use of the channels provided by SDI cards installed in servers. For this reason, the Support Team must also be familiar with how to use the most relevant proprietary software's functions required for the correct operation of Etere.
The video card brands most commonly used by customers are:
- Blackmagic DeckLink
- AJA
- Bluefish
- Matrox (no longer supported by Etere)
The proprietary software provided by these vendors, installed on the same machine where the SDI card is physically present, is essential for managing the card. The Support Team may occasionally be required to perform the following operations:
- Updating the card drivers (the supported driver version is strictly tied to the version of Medialooks installed)
- Updating the card firmware
- Splitting/pairing SDI input and output channels
- Configuring the video card frame rate
• 3rd party videoservers:
Etere can integrate with and control a variety of devices, including third-party video servers, to support functionalities such as playout, ingest, and preview. The brands most commonly used by customers include:
- Harmonic Omneon
- R&S Venice
- Grass Valley
- SeaChange
- Ross
The responsibility of the Etere Support Team is limited to configuring these devices within Etere resources and verifying that Etere modules are able to communicate with and properly control the external device.
WHAT IS NOT MANAGED BY SUPPORT TEAM
- Microsoft SQL Server:
Etere Support Team is not responsible for the installation of Microsoft SQL Server, nor for issues related to SQL Server licensing.
Additionally, the Support Team does not handle SQL Server performance issues, advanced operations on the SQL instance or on the databases, connectivity problems between client machines and the SQL Server, or the management of user permissions and authorizations required to connect to the SQL instance.
While the Support Team may provide general guidance - such as indicating that access should be granted to users who will operate Etere - the actual configuration and management of SQL Server security, performance, and connectivity remain outside the scope of Etere Support and must be handled by the customer’s IT staff or a qualified database administrator.
- Microsoft Windows:
Etere Support Team doesn't manage the installation, activation, licensing, or overall configuration of Microsoft Windows on machines hosting Etere. This also includes the creation and management of operating system users and groups, as well as the definition of permissions - although Etere Support may provide guidelines regarding naming conventions for users.
Furthermore, the Support Team does not handle domain-related matters, operating system performance issues, hardware-related problems on machines where Etere is installed, or any aspects of the customer’s network infrastructure. This includes workstation connectivity issues, internet connection problems, certificate management, and operating system–level debugging.
All these activities fall under the responsibility of the customer’s IT department or designated system administrators.
- 3rd party videoservers:
Hardware-related issues or connectivity problems affecting the external device are not handled by Etere Support Team. This also applies to advanced device configurations that are not required for communication with, or control by, Etere modules.
Additionally, Etere Support team doesn't manage communication issues involving Etere modules that originate from the device itself. For example, if Etere sends a command to the device but the device does not respond within the expected time frame, or does not respond at all, such situations must be addressed by the device vendor or by the customer’s technical staff.