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Eyeglass Service Description - DR Monitoring Subscription Service

Part number qty 1 myquotes = eyeglass-p020 (Dell SKU AB109748), eyeglass-p021 (Dell SKU AB109749), eyeglass-p022 (Dell SKU AB109750) “SEL-DR Monitoring Subscription x year”


Revision 1 Feb 18, 2020

Overview:

Superna is introducing a subscription based monitoring service that uses Superna Eyeglass enhanced phone home feature to automate continuous DR monitoring from a Cloud service.  DR Readiness requires specialized IT skills and tools to maintain all aspects of DR readiness, so that failover can be executed at a moment’s notice. DR Monitoring is a frequently overlooked area that requires specialized skills to determine
readiness and root cause issues. IT staff with day to day priorities and projects frequently do not have time to respond to each and every alarm for devices that are part of critical systems.
    • Readiness status is analyzed for a subscribed appliance once per day.
    • Any significant change in your infrastructure that affects DR
    • Phone home automatic log submission without administrator assistance.
    • Pro-active support case.
    • Includes managed upgrade assistance service

    Included in Service

    1. RunBook Robot success is monitored to trigger cases to open a new case daily
    2. Critical errors only related to DR or the appliance.  Major, warning alarms will not trigger an automated support case creation.  These severity alarms will require customers to monitor alarms
    3. Critical DR alarms will be reviewed. NOTE: no other product alarms will trigger a review.
    4. Misconfigured Access zone or IP failover mode will trigger a case to open with instructions to complete configuration.  Assisted Configuration is not included in a monitoring service.

    Terms of Service


    1. Service Delivery: Remote phone home enabled appliance.

      1. Contact Support to get whitelist url and IP's required for the service.

    2. Availability: 7/24/365

    3. Terms and Conditions of task covered in product maintenance agreement Support Services Agreement  


    Prerequisite:

    1. Latest Eyeglass release or N-1

    2. Whitelist phone home url's required for service​

       Exceptions excluded from service:

    1. Assisted failover on webex or zoom - normal support process for all failovers

    2. Resolution of non Eyeglass software or hardware example AD, DNS, PowerScale - see EULA above and failover support process documentation for full list of exclusions

    3. Configuration or DR Design assistance - this requires professional services purchase

    4. Notification of a DR impacting issue is customers responsibility to resolve or work with support once notified of the issue 

    5. All issues are raised as support case with contact listed in the support system.  

    6. Customer responsibility to add any contacts to the support system for notification of DR impacting issues (https://support.supera.net).  Or communicate an email to be notified of DR impacting issues by opening a case and stating the contact email for DR monitoring service.

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