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AVASO Extends the Reach of a Key Partner During the Pandemic

Client Description

AVASO is one of the global service partners for a US based Immersion Cooling Manufacturer. Immersion cooling is a method of cooling computer components, particularly high-performance computing (HPC) systems, by submerging them in a thermally conductive liquid. Instead of traditional air-cooling methods, where fans dissipate heat away from components, immersion cooling involves fully submerging the hardware in a dielectric fluid or coolant. AVASO technicians are trained in supporting the installation and maintenance of the Immersion Cooling Systems manufactured by our partners as well as the immersed IT infrastructure within that operating environment.

Background

AVASO’s partner manufactures and sells Immersion Cooling Systems globally to support data-intensive functions which require intensive cooling capabilities beyond common air cooled (fan) IT operations because of the heat generated by processors in a HPC environment. During the height of the pandemic, AVASO’s partner sold two (2) proof of concept (POC) systems to different clients located in Taiwan. Prior to this point in time, AVASO technicians were augmenting the assigned lead installation tech who traveled to the client site from the United States by assigning a team of resources to assist with the installation of system through a simplified “SmartHands” business model. The long-term objectives of this business model were such that AVASO technicians would eventually perform installations on behalf of the partner once the product and technology was more widely accepted and saturated, regionally. At the start of Q3 in 2020, the OEM requested a team to support a lead tech for the installations in Taiwan, but a quick business consideration validated a chief concern. The global pandemic had established a virtual lockdown on global travel for non-essential personnel, meaning that the US based lead engineer would be unable to travel to Taiwan for
any level of support. The partner had already drop shipped the POC unit from the United States and was working with the end-client to be installed and had been working to coordinate a scheduled event for installation. After conferring on a delivery call between the two (2) companies, it was determined that AVASO would provide 100% of the onsite delivery installation tasks and validate processes while a team from the OEM in the US would be on standby and accessible via WhatsApp should an issue arise which would need the support of the OEM’s resources.

Challenges

  • A Global Travel Ban is Preventing the SMEs from the OEM to be onsite for upcoming installations of POC equipment. 
  • Because of the expedited nature of the preparation for shipment it was learned that an electric transfer pump, hoses, and some other accessories were left behind on the dock in the United States.
  • AVASO has assigned two (2) technicians with familiarity in network infrastructure to support the effort. Short if videos and some conference calls, they were unfamiliar with Immersion Cooling Technology, Systems, and AVASO’s partnership.
  • The Customers were pushing the OEM to get the systems onboarded so that they could test the efficiencies in their respective operating environments.

How AVASO Resolved the Challenge

AVASO PMO, being very familiar with the technology having supported other implementations and service tasks in other countries spent a great deal of time, energy, and effort to familiarize the technicians with the installation process and task assignments.Having learned that equipment was left behind and was not in Taiwan, AVASO worked with the OEM to select an in-country and available alternative which could be sourced locally for the installation without jeopardizing the project timeframe or further setback the end-client.
AVASO dispatched the two technicians to the first installation.

  • During this installation AVASO requested that another vendor at the site use their forklift to move the drum of dielectric fluid closer to the immersion equipment so that the fluid could be transferred from the drum to the tank. While the client was upset that we redirected another vendor at the site, the placement of the drum prevented AVASO from transferring the fluid was outside the control of AVASO.
  • Additionally, during the transfer, there was a small spill of dielectric fluid at the site which was quickly cleaned up by the supporting technical team.
  • AVASO dispatched the same two (2) technicians for the second installation.
  • This was at a different site and for a different end-client.
  • The team was very prepared having successfully completing the prior event about six (6) weeks prior to the second installation.
  • The second installation was completed ahead of the anticipated timeframe much to the satisfaction of the OEM partner.

Strategy & Lessons Learned

A clear and concise project plan established the baseline and framework to execute the program with minimized escalations and ensured high performance feedback.
AVASO embraced the challenge of supporting the task requirements for our partner when they were physically unable from performing the tasks themselves. Through a collaborative, candid, and transparent process exchange we were able to meet (and even exceed) the partner’s expectations.
When faced with a set of circumstances outside of our control, such as the placement of the drum or the subsequent small spill, AVASO was able to navigate a solution without disrupting the timetable for a successful service delivery.
The supporting Senior Engineer from our partner that oversaw the installation, remotely, from the United States later conveyed to AVASO that “the two people walking the earth that know more about our (product) than anyone outside of corporate are the two technicians you dispatched in Taiwan.”

Outcomes

AVASO was able to successfully install equipment for a proof of concept for a partner on the other side of the planet during the pandemic.
AVASO’s flexibility in assisting our partner locally source components that were left behind during the shipping process proved to our partner that AVASO is primarily and outcome focused partner.
Based on the performance of the POC and the services support executed by AVASO, our partner has expanded their reach deeper into the APAC region.
After the completion of these events, the expressed confidence of our partner in the delivered outcome helped them expand further in the region with other clients.

Conclusion

The inherent construct of AVASO’s Global Services Organization (GSO) facilitated an installation that was for all intents and purposes virtually impossible during the height of the global pandemic in 2020. By maintaining a local presence with direct badged resources throughout the region, AVASO was able to support a key partner when they were presented with a business challenge that seemed insurmountable. The company’s attention to detail in understanding all aspects of the mission, from initiative to execution, ensured that we collectively had a successful outcome. At AVASO we continually express the sentiment that we are, by extension, the partner where the partner cannot be. This was absolutely the case for this event which would have not been possible without our collaboration with a global lockdown.