SnapRoute Snags $25M With AT&T, Microsoft Backing

SnapRoute, a developer of open source networking software, on Tuesday announced that it has raised US$25 million in Series A financing from an investor group led by Norwest Venture Partners with new support from AT&T and Microsoft Ventures.

SnapRoute, which was founded by CEO Jason Forrester and other former engineers from Apple, plans to use the funding to speed up the development of open source networking software for Fortune 500 firms. The company uses its software on commodity “white-box” switches and routers to create more streamlined and scalable data centers.

Lightspeed Venture Partners is the lead seed investor. Norwest Partner Rama Sekhar will join the SnapRoute board of directors, which already includes Lightspeed Partner John Vrionis, Joe Sexton, the former president of AppDynamics, who joined the board in November, and SnapRoute CEO Forrester.

SnapRoute has managed to challenge legacy players that previously dominated the market, Forrester said, adding that SnapRoute’s software is more agile, flexible and affordable.

Scale Breakthrough

“SnapRoute is disrupting the multibillion dollar networking market by fundamentally changing how networks are built and scaled today,” said Rama Sekhar, partner at Norwest Venture Partners.

“By disaggregating software from hardware, SnapRoute is offering flexibility that has historically eluded the networking industry,” he told LinuxInsider.

The investment is Microsoft’s first in the networking software business, company rep Jay Peters told LinuxInsider.

SnapRoute is “filling a gap in how network engineers work” by providing an open networking stack that is highly scalable, said Nagraj Kashyap, corporate vice president at Microsoft Ventures, which allows companies to lower costs and engineers to work more efficiently.

AT&T and Microsoft have major investments in data centers, and SnapRoute’s software offers the flexibility to use equipment for different vendors while supporting an open architecture, Tirias Resarch Principal Analyst Jim McGregor told LinuxInsider.

The investment comes about three months after SnapRoute and Dell EMC announced plans to deepen their commitment to the Linux Foundation’s OpenSwitch project. The Linux-based OS had been led by Hewlett Packard Enterprises, however that firm later decided to scale back its leadership position on the open source project, which was designed to take on market incumbents like Cisco.

The OpenSwitch Effort

HPE originally launched the OpenSwitch community in October 2015, with a series of partners including Broadcom, VMware, Accton, Intel and Arista.

“The real value in making the source visible is when dealing with testers or partners there can be a more collaborative partnership,” Peter Christy, a research director at 451 Research, told LinuxInsider.

Dell EMC contributed its Dell EMC OS10 Open Edition to the OpenSwitch community. Facebook in October announced that its Wedge 100 network switch specification had been accepted into the Open Compute Project, which was designed to develop open data centers in which the hardware and software were separated.

The company last fall announced its Voyager transponder platform, which uses Open Packet DWDM, to create an open approach for switching, routing and transport.

The platform, which works with SnapRoute on the software architecture and Celestica on the supply chain, is designed to offer a more scalable and cost-effective infrastructure for enterprise level bandwidth, especially for networks that must meed video and virtual reality needs.

Microsoft Ventures last month invested in Illusive Networks, which provides advance deception cybersecurity technology. The company late last year announced an investment in Dynamic Signal, a communications platform that allows companies to interact with employees across multiple type of devices and channels.

David Jones is a freelance writer based in Essex County, New Jersey. He has written for Reuters, Bloomberg, Crain's New York Business and The New York Times.

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OPINION

How Not To Do CX, Lenovo Style

Customer Experience CX

Sometimes the world of smart technology innovations collides with the planet of dumb customer service provisions. That collision usually does not bode well for the customer.

In my case, that scenario is particularly true. I bought Lenovo’s Chromebook Duet 5 for an attractive price from a major national electronics store. In hindsight, that was a purchase I wish I could undo.

The Duet 5 is regarded in numerous reliable reviews as the best overall ChromeOS tablet/detachable computer available this year. Its larger screen and detachable full-size keyboard make a usable and fun tablet experience not available with pure Android devices.

For me, that accolade falls far short of reaching that mark. In fact, if your primary need for a Chromebook is to run Linux apps, think again about not buying Lenovo’s Duet 5. You might get a unit like mine that does not do Linux even though it is supposed to work. That failure is not considered a valid claim under Lenovo’s warranty.

I have become quite fond of Chromebooks. ChromeOS devices supplement my home office cadre of Linux computers. They link to my Android phone and its apps. I can run the same productivity apps and access their data directly on the Chromebook.

What fed my attraction to the Duet 5 is its logical follow-up to the very popular 10.1″ original Duet I bought a few years ago. The Duet line has a detachable keyboard and is a stand-alone ChromeOS tablet.

Putting want versus need aside, I debated the prospect of more productivity and convenience with a bigger screen at 400 nits, larger keyboard, and 8GB of RAM. I knew the manufacturer and the retail store as well as the product line. Or so I thought.

What could go wrong? Three things: a failed product, no support, and a warranty that also did not work!

Maybe One Too Many

The last thing I needed to buy was yet another Chromebook. Over the last few years, I have used four or five models from HP, Lenovo, and Asus.

The Duet 5 seemed to check all the boxes. As it turned out, the check mark fell out of the box for reliable tech support and customer service.

Nope, I could not return the computer. By the time I discovered its defective nature the undo window had closed.

I suppose this incident will nudge me to buy expensive add-on store warranties for less expensive electronic devices. Adding insult to injury, Lenovo tech support said the malfunction was “beyond the scope of the manufacturer’s one-year warranty.”

A final correspondence from Lenovo’s tech support told me that if I shipped the device to its repair facility, all the technicians would do is reset the unit to its original OS status and remove Linux.

Heck, I had already done the same thing twice.

Lenovo Buyers Beware

This account is not intended to be a product review. Rather, it tells what happens when corporate arrogance destroys the customer experience.

I usually write about business technology issues and open-source developments impacting the Linux OS. My reporting beat overlaps with e-commerce and customer relationship management (CRM) issues.

As a tech writer and product reviewer, I am used to manufacturers sending me top-of-their-line products in hopes of showing off their best wares. Marketing marvels often offer high-end configurations to curry consumers’ attention. They go out of their way to make sure the reviewer is fully satisfied.

Too bad that mentality does not always exist when lowly consumers are on the receiving end. But I was not using a loaner unit I would send back anyway, satisfied or not. I bought this model with no plans to review it. I just wanted to use it.

My personal experience hardened my resolve to not buy a Lenovo product going forward. Not because of a bad product encounter. Lenovo lost my customer loyalty because of shoddy customer service and no dedication to resolving my issue with a malfunctioning computer that they built.

The Gory Details

According to Lenovo’s ill-conceived logic, the warranty on Chromebooks does not cover user modifications. Since I activated the Linux partition, ran into a problem, removed the partition, and reinstalled Linux apps not there when I bought it, I was guilty of modifying the device.

To clarify, all Chromebooks require the user to turn on the Linux partition and install Linux apps. That is the same process for using Android apps on Chromebooks.

Chromebooks are built to run the ChromeOS and optionally to run in separate built-in containers Android and Linux software. Google certifies the hardware to ensure the software works.

The ChromeOS similarly enables users to access websites in a browser environment. An added option lets users access those web destinations to run application services within tabbed browser windows or as progressive web apps (PWAs) in their own isolated windows.

That is what Chromebooks are designed to do on any manufacturer’s hardware. Turning these built-in features on/off should not be construed as “modifying” the device.

Tech Support Hell

A few weeks after receiving the Duet 5, I experienced only an intermittent screen flickering issue. That cleared up after a system update. No worries. No concerns.

At that point I turned on the Linux partition and installed the same Linux apps that I use on my other lesser-endowed Chromebooks. Those devices worked fine with the same apps installed.

But the Lenovo Duet 5 froze after loading the Linux apps and running for a few minutes. Glitchy installations happen. So I did what is standard troubleshooting. I reset the ChromeOS to its original status. I then set up the Linux partition and sized it well beyond the Google-recommended minimum size.

Problem NOT solved. So I wiped the Linux partition again. This time, I installed a single Linux app one at a time looking for the culprit throwing the others out of whack. Every Linux app in isolation froze.

Lenovo tech support declined to investigate or test the hardware. The agents suggested finding an affiliated tech center to pursue a solution.

Stuck With No Options

I gladly would have done that. But the nearest such Lenovo repair center was across state lines some 150 miles away.

I reached out to the Google Chromebook support community for an alternative solution. A support person there had me run the “df command” in a Linux terminal to determine the physical health of the partition.

The readout from that diagnostic confirmed the device has a valid and working Linux container. That partially settled the question about the hardware. It did not, however, identify what other hardware issues might be involved.

The Google support forum tech then suggested I look for one or more dud packages by following the procedure outlined above. But, of course, I already did that several times.

Lousy Lessons Learned

If you plan to buy a Chromebook just to have easy access to selected Linux apps, seriously consider my experience. Maybe look elsewhere instead of the Duet 5. Numerous Chromebook alternatives exist.

Who knows? Maybe the Linux apps will work fine for you on your Duet 5. As I said, I have not had this situation on any other Chromebook product I use.

No doubt my experience was a gross anomaly. The aggravating part in all of this is that I will never know the cause.

But if you buy a Duet 5 from a retail outlet instead of directly from the manufacturer, be sure to confirm how that store honors the warranty. You now know how Lenovo honors its warranty.

The opinions expressed in this article are those of the author and do not necessarily reflect the views of ECT News Network.
Jack M. Germain

Jack M. Germain has been an ECT News Network reporter since 2003. His main areas of focus are enterprise IT, Linux and open-source technologies. He is an esteemed reviewer of Linux distros and other open-source software. In addition, Jack extensively covers business technology and privacy issues, as well as developments in e-commerce and consumer electronics. Email Jack.

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