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:
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:
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
- 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:
- 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