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PremDay #2 - Lightning Talk - Zero-Touch RMA

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April 07, 2025

PremDay #2 - Lightning Talk - Zero-Touch RMA

Ever thought about automated RMAs? What could go right ?
Arno Dubois from Criteo presents issues at operating RMAs on a mid-size infrastructure and proposes an API-oriented solution to solve this.

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PremDay

April 07, 2025
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  1. Servers are everywhere but we’re not 2 The problem 3

    DCs 2 DCs 1 DC 1 DC Interactions with contractors? Interactions with vendors? SoX: nobody else but us + contractor can get into the cage We are 3 for 32k servers, ~110 tickets/month 1 DC
  2. 3 Our workflow Criteo Contractor Issue detected Analyze the ticket

    Intervention ticket created Vendor Order the part Dispatch the part Analyze the problem Receive part Replace part Send back the old part Acknowledge part Verify fix 5-10mins/part
  3. 4 Our workflow Criteo Contractor Issue detected Analyze the ticket

    Intervention ticket created Vendor Order the part Dispatch the part Analyze the problem Receive part Replace part Send back the old part Acknowledge part Verify fix 5-10mins/part OUR CONTRACTOR 3 TIMES A DAY 16 HOURS PER MONTH
  4. 5 Our workflow Criteo Contractor Issue detected Analyze the ticket

    Intervention ticket created Vendor Order the part Dispatch the part Analyze the problem Receive part Replace part Send back the old part Acknowledge part Verify fix 5-10mins/part OUR CONTRACTOR 3 TIMES A DAY 16 HOURS PER MONTH
  5. RMAs are too manual… 6 *Not a definitive name actually,

    nothing is definitive but well, you gotta start somewhere RMAPI* to the rescue!
  6. Not pay someone to click on buttons 7 Source: One

    interface, all vendors Can create RMAs and follow them ourselves
  7. Easy peasy lemon squeezy • Nothing vendor-specific • Compatible with

    the agnostic SKU approach (looking at you, HDDs and SSDs) • Includes details if required by vendor Source: 8 PUT /rma { "part_id": "HU_MB_I4512365QSD", // Exact part (Unique amongst vendors!) "agnostic_part_id": "SHU_MB_IJHS75BDS56", // Agnostic part (also unique) "exact_part": true, // Do you accept another part if the exact one is not available? "server_identifier": "MSXPA91294", // Could be a serial, a service tag, whatever, "details?": { "description": "Server does not boot, blocks at POST", "steps_taken": "Cleared BIOS settings, reset BMC", "error_codes": ["0x00000001", "0x00000002"], "additional_info?": "Server was working fine until a power outage", } }
  8. Let’s target wide Source: 12 What could we include? •

    A parts catalog • Logs uploads • Shipment tracking
  9. Let’s target wide Source: 13 What could we include? •

    A parts catalog • Logs uploads • Shipment tracking • Better Redfish integration
  10. 14 Our workflow Criteo Contractor Issue detected Analyze the ticket

    Intervention ticket created Vendor Order the part Dispatch the part Analyze the problem Receive part Replace part Send back the old part Acknowledge part Verify fix 5-10mins/part
  11. 15 What do we want Criteo Contractor Issue detected Intervention

    ticket created Vendor Order the part Dispatch the part Analyze the problem Receive part Replace part Send back the old part Acknowledge part Verify fix 0mins/part
  12. More sales 1 2 3 Less friction between contractor and

    vendor Direct communication between us, contractors, vendors Why vendors would love it 16
  13. What we want it to become • A specification (the

    Redfish of RMA, but with certifications) • Somethings that satisfy everyone Source: 18 Goals