Tech Support in the Modern Age

www.wildpackets.com © WildPackets, Inc.

Jay Botelho

Director of Product Management

WildPackets

[email protected]

Follow me @jaybotelho

Tech Support in the Modern Age

Show us your tweets! Use today’s webinar hashtag:

#wp_moderntech with any questions, comments, or feedback.

Follow us @wildpackets

© WildPackets, Inc. 2 Tech Support in the Modern Age

Agenda

• What is OmniPeek Remote Assistant?

• Why is end-user data important?

• OmniPeek Remote Assistant in action ‒ Starting a session

‒ End-user ease-of-use

‒ Analyzing data

‒ Integrating data using multi-segment analysis

• Company Overview

• Product Line Overview

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What Is OmniPeek Remote

Assistant?

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A Network Analysis Superhero

• Flies anywhere at the speed

of light

• Addresses problems around

the globe

• Helps even the helpless

• Lifts network data of any size

• Maintains superhero

confidentiality

• Solves problems more

rapidly than humanly

possible

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OmniPeek Remote Assistant

• With OmniPeek Remote Assistant you can: ‒ Gain access to network data anywhere in the world

‒ Establish an instantaneous “point of presence” when one is

needed

‒ Easily collect data directly from network users

‒ Troubleshoot network issues without leaving your desk

‒ Perform single use or ongoing network analysis

‒ Address all types of network traffic: wired, 802.11 wireless, VoIP,

video, etc.

‒ Leave no footprint

‒ Collaborate with other network experts

• OmniPeek Remote Assistant is a powerful network

analysis assistant

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Why Is End-User Data Important?

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Why Is End-User Data Important?

• Your internal users ‒ Help desk/troubleshooting

‒ Remote users

‒ User experience

• Your customers ‒ Troubleshoot your equipment remotely

‒ Troubleshoot your customer’s network remotely

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In Action

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Use Case - Retailer Internal Network Analysis/Troubleshooting

Trouble call comes in

from store. Very slow

PoS system response.

User is directed to

download and install

OmniPeek Remote.

User sends encrypted

capture data back to HQ

for analysis.

Network analyst at HQ

uses OmniPeek

Enterprise to quickly

troubleshoot problem

without leaving the

office.

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Network Equipment Provider Field Service Applications

Support call comes in

from WLAN customer.

Users cannot connect.

WLAN customer is

directed to download

and install OmniPeek

Remote Assistant. User

sends encrypted

capture data back to

support analyst for

analysis.

Network analyst at HQ

uses OmniPeek

Enterprise to quickly

troubleshoot problem

without leaving the

office.

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• Highly cost effective solution

‒ Internal network analysis situations

‒ Field service use for customer support organizations

‒ Saves $100s to $1000s per use

‒ Reduces time to analysis to minutes from hours or days

• Enable remote network analysis (packet captures) by

non-technical personnel

‒ Eliminate/reduce the need to travel to remote sites

‒ Simple deployment and easy to use

‒ Small footprint

• Ensure security of captured data

‒ Captures encrypted with unique public/private key pair – safe to transfer

via email, FTP, etc.

‒ A different key can be generated for each remote site

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Using OmniPeek Remote Assistant

A Demo

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What We'll See

• Creation ‒ Key management

‒ Distribution

• Use ‒ Extract zip files

‒ Run ORA

‒ Send files to analyst

• Analysis ‒ Opening files

‒ License tracking

‒ Sharing files

‒ Multi-segment analysis

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Summary

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OmniPeek Remote Assistant Packaging

• Subscription-based licensing

• Includes a copy of OmniPeek Enterprise

• License levels: ‒ 100 sessions

‒ 500 sessions

‒ Unlimited sessions

• 5 trial sessions included with OmniPeek Enterprise

• Session = analysis from one remote computer

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OmniPeek Remote Assistant Usage

0/100

0/100

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OmniPeek Remote Assistant Usage

2/100

1/100

3/100

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Customer Benefits

• Solves the problem of remote, end-user analysis

• Cost savings realized with each usage

• Remote data is secure at all times

• Collaborative analysis

• Same familiar platform - OmniPeek

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Company Overview

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Corporate Background

• Experts in network monitoring, analysis, and troubleshooting

‒ Founded: 1990 / Headquarters: Walnut Creek, CA

‒ Offices throughout the US, EMEA, and APAC

• Our customers are leading edge organizations

‒ Mid-market, and enterprise lines of business

‒ Financial, manufacturing, ISPs, major federal agencies,

state and local governments, and universities

‒ Over 7,000 customers / 60+ countries / 80% of Fortune 1,000

• Award-winning solutions that improve network performance

‒ Internet Telephony, Network Magazine, Network Computing Awards

‒ United States Patent 5,787,253 issued July 28, 1998 • Different approach to maintaining availability of network services

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Real-World Deployments

Education

Health Care / Retail

Financial

Telecom

Government

Technology

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http://www.fbiband.com/

http://www.dea.gov/


Product Line Overview

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OmniPeek Enterprise Packet Capture, Decode and Analysis

• 10/100/1000 Ethernet, Wireless, WAN, 10G

• Portable capture and OmniEngine console

• VoIP analysis and call playback

Omnipliance / TimeLine Distributed Enterprise Network Forensics

• Packet capture and real-time analysis

• Stream-to-disk for forensics analysis

• Integrated OmniAdapter network analysis cards

WatchPoint Centralized Enterprise Network Monitoring Appliance

• Aggregation and graphical display of network data

• WildPackets OmniEngines

• NetFlow and sFlow

Product Line Overview

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OmniPeek Network Analyzer

• OmniEngine Manager

– Connect and configure distributed OmniEngines/Omnipliances

• Comprehensive dashboards present network traffic in real-time

– Vital statistics and graphs display trends on network and application

performance

– Visual peer-map shows conversations and protocols

– Intuitive drill-down for root-cause analysis of performance bottlenecks

• Visual Expert diagnosis speeds problem resolution

– Packet and Payload visualizers provide business-centric views

• Automated analytics and problem detection 24/7

– Easily create filters, triggers, scripting, advanced alarms and alerts

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Omnipliance Network Recorders

• Captures and analyzes all network traffic 24x7

– Runs our OmniEngine software probe

– Generates vital statistics on network and application performance

– Intuitive root-cause analysis of performance bottlenecks

• Expert analysis speeds problem resolution

– Fault analysis, statistical analysis, and independent notification

• Multiple issue digital forensics

– Real-time and post capture data mining for compliance and troubleshooting

• Intelligent data transport

– Network data analyzed locally

– Detailed analysis passed to OmniPeek on demand

– Summary statistics sent to WatchPoint for long term trending and reporting

– Efficient use of network bandwidth

• User-extensible platform

– Plug-in architecture and SDK

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Omnipliance Network Recorders Price/performance solutions for every application

Portable Edge Core

Ruggedized

Troubleshooting

Small Networks

Remote Offices

Datacenter Workhorse

Easily Expandable

Aluminum chassis / 17” LCD 1U rack mountable chassis 3U rack mountable chassis

Quad-Core Xeon 2.5GHz Quad-Core Intel Xeon X3460

2.40Ghz

Two Quad-Core Intel Xeon

E5530 2.4Ghz

4GB RAM 4GB RAM 6GB RAM

2 PCI-E Slots 2 PCI-E Slots 4 PCI-E Slots

2 Built-in Ethernet Ports 2 Built-in Ethernet Ports 2 Built-in Ethernet Ports

500GB and 2.5TB SATA

storage capacity

1TB SATA storage capacity 8/16TB SATA storage

capacity

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TimeLine

• Fastest network recording and real-time statistical

display — simultaneously ‒ 11.7Gbps sustained capture with zero packet loss

‒ Network statistics display in TimeLine visualization format

• Rapid, intuitive forensics search and retrieval ‒ Historical network traffic analysis and quick data rewinding

‒ Several pre-defined forensics search templates making

searches easy and fast

• A natural extension to the WildPackets product line

• Turnkey bundled solution ‒ Appliance + OmniEngine, OmniAdapter, OmniPeek Connect

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TimeLine For the most demanding network analysis tasks

TimeLine

10G/40G Network Forensics

3U rack mountable chassis

Two Quad-Core Intel Xeon 5560 2.8Ghz

18GB RAM

4 PCI-E Slots

2 Built-in Ethernet Ports

8/16/32/48TB SATA storage capacity

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WatchPoint Centralized Monitoring for Distributed Enterprise Networks

• High-level, aggregated

view of all network

segments

– Monitor per campus, per

region, per country

• Wide range of network

data

– NetFlow, sFlow, OmniFlow

• Web-based, customizable

network dashboards

• Flexible detailed reports

• Omnipliances must be

configured for continuous

capture

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WildPackets Key Differentiators

• Visual Expert intelligence with intuitive drill-down

– Let computer do the hard work, and return results, real-time

– Packet / Payload Visualizers are faster than packet-per-packet diagnostics

– Experts and analytics can be memorized and automated

• Automated capture analytics

– Filters, triggers, scripting and advanced alarming system combine to provide

automated network problem detection 24x7

• Multiple issue network forensics

– Can be tracked by one or more people simultaneously

– Real-time or post capture

• User-extensible platform

– Plug-in architecture and SDK

• Aggregated network views and reporting

– NetFlow, sFlow, and OmniFlow

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Q&A

Show us your tweets! Use today’s webinar hashtag:

#wp_moderntech with any questions, comments, or feedback.

Follow us @wildpackets

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www.slideshare.net/wildpackets


Thank You!

WildPackets, Inc.

1340 Treat Boulevard, Suite 500

Walnut Creek, CA 94597

(925) 937-3200

Tech Support in the Modern Age

Technology

Transcript of Tech Support in the Modern Age