Frequently Asked Questions:
Promise VTrak E-Class RAID Subsystems
and OS X, Xsan 2 and Final Cut 2
Q: What did Apple and Promise Announce recently?
A: On the 19th of February 2008, Apple announced their Xsan 2 product, and as a part of that announcement stated “For the first time, Xsan 2 has been qualified with third-party RAID storage hardware from Promise Technology in configurations tuned and optimized for Xsan, Mac OS X Server and Apple’s professional applications”.
At the same time, Promise announced support for Apple’s newest OS X version, Leopard, OS X 10.5.2, Apple hardware (Xserve and Mac Pro systems) and Final Cut 2 application software on specific models and configurations of the VTrak E-Class RAID subsystems and storage expansion enclosures.
This support from Promise VTrak systems is available on limited configurations when purchased through Apple or Apple authorized sales channels.
Q: Which configurations are supported?
A: For specific configurations, part numbers and pricing sold through the Apple channels and supported by Promise and Apple visit the Apple Store at:
http://store.apple.com/Apple/WebObjects/BizCustom?qprm=78313&node=home/shop_mac/mac_accessories/promise
The hardware configurations of the VTrak E-Class RAID subsystem and expansion enclosures are limited to the dual controller Fibre Channel subsystems with 2GB cache memory and dual controller SAS expansion chassis.
Q: What’s so special about these limited configurations?
A: The configurations listed on the Apple Store have a different firmware version that has been well tuned for Apple hardware, Mac OS X Server, Xsan 2 and Final Cut 2 professional applications software and rigorously tested by Apple and Promise for performance, compatibility and outstanding reliability.
Q: Are there any other configurations or models of VTrak RAID storage subsystems supported for Apple applications by Promise or Apple?
A: No
Q: Where can I buy these specific configurations?
A: These specific configurations can ONLY be purchased through Apple and Apple approved sales channels worldwide. Promise does not sell these specific configurations through any other channels.
http://store.apple.com/Apple/WebObjects/BizCustom?qprm=78313&node=home/shop_mac/mac_accessories/promise
Q: Would Promise or Apple provide after sales support if I buy ANY Promise VTrak RAID subsystem from anywhere else other than Apple sales channels, configure it with my own choice of disk drives and then connect to Apple Mac Pro and Xserve products?
A: No.
Q: Promise has had a very successful business selling VTrak E-Class RAID subsystems into Windows and Linux markets for several years. How will the relationship with Apple impact Promise’s business there?
A: Storage customers in all markets will benefit:
Apple is targeting the Promise Vtrak E-Class RAID subsystem at Mac platforms running Mac OS X, Xsan 2 and Final Cut Studio 2. This is a very focused market with great potential that Promise has not sold into in the past to any great degree. Apple is helping Promise extend its reach by offering an Apple qualified VTrak E-Class RAID subsystem to Mac Pro (and Xserve) users running OS X (10.5.2 or later).
Promise will continue to meet the needs of demanding storage environments in Windows and Linux environments built around industry standard open architecture hardware as we have done successfully for many years. Only now, we will do it knowing the VTrak E-Class has been tested and qualified by one of the world’s leading IT companies, one synonymous with quality, performance, reliability and ease of use.
Apple customers running OS X, Xsan 2 and Final Cut on Mac Pro and Xserve platforms now have access to next generation storage with dual ported 4Gb FC connectivity to the host, dual controller, active/active, failover/failback capabilities, terrific performance and scalability to 32 drives. Everyone wins.
Q: So if I just buy the components of an Apple Qualified configuration on the open market, and assemble it myself neither Apple nor Promise will support it?
A: That is correct.
Q: Do Apple-integrated configurations support Windows or Linux-based network clients?
A: Yes.
Q: Are Apple-integrated configurations supported on PC based installs running Windows and Linux up to 4 JBODs for up to 80 spindles?
A: Yes
Q: Are Apple-integrated configurations supported on Mac OS X 10.5.2 with up to 4 JBOD Expansion Chassis for up to 80 spindles?
A: The currently supported configurations are based on the hardware platforms that Apple and Promise have focused their tested for optimal performance, compatibility and reliability in the demanding environments supported by Mac OS X, Xsan 2 and final Cut Studio 2. Those hardware platforms are currently based on a series of fully configured and tested Promise VTrak E-Class RAID subsystems and a single VTrak expansion chassis. No additional expansion is supported at this time on Mac platforms.
Q: If I need more information who can I call?
A: Promise pre-and post-sales support resources are available 24x7 to answer your questions. For Pre-sales questions, feel free to contact Promise at 1-800-888-0245, option 2.
If you have questions before you buy your VTrak E-Class RAID subsystem from Apple, you can also utilize web-based support from Promise, by following the procedure listed below.
• Visit the Promise Support center at https://support.promise.com.
• If you are a new user please register as a “New User” and then login.
• If you are a repeat user please log-in using your user name and the pass word
• Select “click here” once you are in the “Support Center” page and the general support form page will appear.
• Select “Pre sales questions”
• Type in your question and then submit
• Someone from the Promise Sales Support team will soon contact you via email and/or phone
If you have post-sales technical support questions you can also reach Promise at 1-800-888-0245 and then select option 8 to be directed to our Tech Support Team, or you can submit your question over the web by following the procedure listed below for Promise’s web-based support, available at https://support.promise.com.
• Visit the Promise Support center at https://support.promise.com.
• If you are a new user please register as a “New User” and then login.
• If you are a repeat user please log-in using your user name and the pass word
• Select “click here” once you are in the “Support Center” page and the general support form page will appear.
• Register your product using the link in the top banner and follow the instructions and complete registration
• Click on the link “Open Web Support” in the top banner and proceed to the link “Web Support Online Form” and follow further instructions.
• A Promise Technical Support representative will soon contact you email and / or phone.
Promise can be reached at 1-408-228-1400 or toll free at 1-800-888-0245. If you need pre-sales assistance, select option 2. For post sales technical support, select option 8.
We can also be reached on the web at https://support.promise.com.
