The Company

 

NORIGIN MEDIA, A TV Everywhere Company, offers productized versions of multi-screen media streaming services. The Scandinavian company, headquartered in OSLO, was originally founded in 2004. NORIGIN MEDIA provides a hybrid multi-screen application suite product for customers worldwide. They are able to integrate this application suite to any type of video platform, CRM, billing platform or CDN chosen by the customer. This suite has been endorsed by leading companies like France Telecom, T-Mobile, Telenor, Telefonica O2, Hutchison 3G and other broadcast companies in Scandinavia, like TV Norge and TV2 Denmark. They also provide a LIVE TV hosted head-end solution, enabling capture and encoding of live channels and events. This solution is provided to operators and media companies across northern Europe, like Deutsche Telekom, Telenor, Telia Sonera, Eurosport, Amedia and others.

 

NORIGIN MEDIA offers mobile Video on Demand (VOD) hosting and streaming solutions to media companies across the world and has been chosen by the likes of BBC UK, Nextel, FOX, MTV and others.

 

The Services

 

SMARTSPOT has assigned a 7 people dedicated team to NORIGIN MEDIA project, which handles First Line support and system monitoring activities on a 24/7 basis.

 

The team works to maintain NORIGIN MEDIA SLA level with its customers, which specifies a response time of 15 minutes for P1 severity raised problems and 2 hours for service restoration with 30 minutes update interval.

Activities covered by the team consist of the following:

 

  • Operating Zabbix Monitoring system which works with embedded scripts and triggers for specific server applications, services and hardware
  • Operating Pingdom alert system for external and internal platform components
  • Hardware management using DRAC and OMSA
  • Operating ticketing and bug tracking systems: RT and Jira
  • Monitoring and managing applications for media ingestion, encoding and delivery: Vidiator (Xenon Platform – encoding, delivery and authorization), Thompson (encoding), AppearTV – satellite signal acquisition system
  • Incident management and troubleshooting for problems raised by monitoring systems, customers, internal personnel, partners, content providers and other service providers
  • Customer communication (ticketing system, email, phone). Internal escalation to second and third line support levels
  • Troubleshooting of Mobile TV and MAC-API mobile application related problems
  • Maintenance of the own generated live channels, source scheduling, EPG management, using CMS
  • Device database maintenance – add/remove/edit device entries to have proper service allocations based on device capabilities
  • Schedule maintenance works on the production systems, applying system and application upgrades and updates
  • Application testing to evaluate SW upgrades before putting in production

The Outcome

 

NORIGIN MEDIA managed to continuously improve incident resolution times and support team responsiveness contributing to customer satisfaction. Systems availability constantly increased and stayed above 99.98% since 2013. All these achievements were visible while keeping operation costs under control.