Welcome, we’re glad to have you as an Aspera customer of PacGenesis, Inc!  We hope to make your adoption of Aspera as smooth as possible, as such, we’ve consolidated a helpful list of information and links to help you get up and running as quick as possible.

Tech

The PacGenesis website contains a wealth of technical information:

• Installers – https://www.pacgenesis.com/download/ 
• Training – https://pacgenesis.com/courses/aspera-training/
• Webinars – http://pacgenesis.com/courses/pacgenesis-webinars/

Support

As your resell partner and trusted advisor, please feel free to reach out to engineering@pacgenesis.com for any technical questions or support escalations.

As part of your IBM licensing purchase, you are entitled to 24/7 follow-the-sun support directly from IBM Aspera.

To access IBM support, please follow the steps in this blog post to get registered.

When creating tickets please follow these guidelines:

• Make sure to create your ticket with the appropriate severity level. 
• For the quickest response time, ensure you supply as much information as possible including all logs and a thorough explanation of the problem. 
• For Sev 1 (production down) issues please feel free to email engineering@pacgenesis.com with the ticket number and a short description of the problem. We will help to escalate the ticket internally with IBM.
  • NOTE: Sev 1 issues must be treated as Sev 1 by your team, slow responsiveness will result in IBM reducing the severity of your ticket to a Sev 2.

Licensing

Aspera is licensed in three ways:

Perpetual

• Local License key per-server with unlimited transfer usage constrained by bandwidth.  The available bandwidth tiers are:
  • 45Mbps
  • 100Mbps
  • 300Mbps
  • 500Mbps
  • 1Gbps
  • 2.5Gbps
  • 5Gbps
  • 10Gbps
  • 20Gbps

Term

• No bandwidth limit, license based on total transfer over a 12, 24, or 36 month period.
• Entitlements are included for the Aspera Web Applications

Aspera on Cloud

• Hybrid SaaS offering with no bandwidth limit, license based on total transfer over a 12, 24, or 36 month period.
• Includes ability to “tether” a self-managed HSTS which you manage and own.  Tethered nodes count against transfer utilization.
• When using IBM’s managed high-speed transfer server solution, additional charges including storage and egress may apply.
• Aspera on Cloud is sold in three editions; each include a pre-allocated amount of storage, egress, and additional features.

AOC Standard

• 1TB of IBM Cloud Object storage monthly
• 10TB of Egress
• Single Workspace

AOC Advanced

• 10TB of IBM Cloud Object Storage monthly
• 100TB of Egress
• SAML Support
• Unlimited workspaces
• Shared inboxes
• 5 concurrent Automation workflow jobs

AOC Enterprise

• 25TB of IBM Cloud Object Storage monthly
• 500TB of Egress
  • SAML Support
  • Shared Inboxes
  • 10 concurrent Automation workflow jobs

Usage Tracking

• Your AoC overall plan includes licensing based on an overall usage plan. Aspera plans are set by transfer in + out on all transfer locations (using Aspera)
  • AoC has its own detailed reporting in the “Activity” application for reporting
  • You also have the Aspera Console which can monitor all transfers against any Aspera nodes and give you detailed reporting along with transfer progress
• For baseline license usage, please visit the Aspera usage portal. You can register for access via https://usage.asperasoft.com/login
  • This tracks usage at the entitlement level only and is used by the license system for overall tracking. 
  • It will show total usage and usage by entitlement only (AoC entitlement + any tethered nodes)

Notifications

• To subscribe to email notifications of version updates and patches, security, and outage information:
  • Register for IBM MyNotifications on Aspera: https://www.ibm.com/support/pages/stay-date-my-notifications
    • Type in Aspera in the search bar and include all items that you will deploy
• Aspera on Cloud Status notifications: 
  • Real time status on the AoC SaaS: https://status.aspera.io/
    • You can subscribe to updates and integrate into Slack or other systems