Case Study: Aeroplan

Aeroplan needed a solid platform for their Request Tracker application.

Aeroplan logo

Challenge

Having decided that Request Tracker was the right solution to build their support ticketing system on, Aeroplan needed a hosting company with the in-depth skills and experience required to run this complex application in a sound and secure environment. Two existing RT installations (one for support calls and one for internal office data) and their large databases needed to be migrated intact to the new platform without any interruption to their normal workflow.

Solution

Based on our managed request tracker hosting platform, Gossamer developed a complex hosting configuration to meet the demand and performance levels required by Aeroplan. Existing configurations were mirrored and a redundant hardware and server platform were implemented and tested within a short timeframe. Three dry runs of the migration of the two RT instances were completed, transferring the data to the new servers without any downtime. These dry runs gave Gossamer Host and Aeroplan’s sysadmins a precise estimate of the time and work required for the live migration.

Results

The migration was completed on schedule with no data loss and no user-side downtime. In addition to RT applications, multiple custom scripts developed by Gossamer Threads run in a smooth and stable fashion on the new platform. Aeroplan’s support system is currently the largest Request Tracker install, handling over 6,000 tickets per day. After the migration, wait times for support requests dropped dramatically from weeks to hours.

More about our managed Request Tracker hosting »

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6k

Aeroplan’s Request Tracker Installation handles 6,000 tickets per day.


1mil

1 million tickets moved in four hours


They said

“The transition of our hosting and support to Gossamer Threads was well planned and seamlessly executed. Gossamer was hands-on in learning about our business and customized RT applications. They delivered all applications as scheduled, in working order and with no loss of data. They met our standards and surpassed our expectations for a successful migration.”

– Josee Russo
RT Project Manager, Aeroplan


Scope