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Eyeglass Service Description - DR Monitoring Subscription Service

Part number eyeglass-p020, eyeglass-p021, eyeglass-p022 “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 multiple times per day.
    • Any significant change in your infrastructure that affects
    • DR Readiness triggers appliance automatic log submission without administrator assistance.
    • DR Readiness alerts for managed appliances are diagnosed 7/24 hours with root cause, steps to resolve and
    • Pro-active support case and webex meetings to correct issues.
    • Includes managed upgrade assistance service

    Key Values

    • Continuous monitoring reduces business risk for unplanned DR events
    • DR Subject matter experts review readiness errors 7/24 with plan to remediate
    • Reduces unplanned outages with proactive cluster monitoring
    • Free IT staff time from maintaining Superna Eyeglass DR software and assessing release fixes and patches againsts your environment
    • SyncIQ performance monitoring

    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

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

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

    4. Notification of a DR impacting issue is customers responsiblity 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 communciate 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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