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:
- 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
Service Delivery: Remote phone home enabled appliance.
Contact Support to get whitelist url and IP's required for the service.
Availability: 7/24/365
Terms and Conditions of task covered in product maintenance agreement Support Services Agreement
Prerequisite:
Latest Eyeglass release or N-1
Whitelist phone home url's required for service
Exceptions excluded from service:
Assisted failover on webex or zoom - normal support process
Resolution of non Eyeglass software or hardware example AD, DNS, PowerScale - see EULA above and failover support process documentation for full list of exclusions
Configuration or DR Design assistance - this requires prefessional services purchase
Notification of a DR impacting issue is customers responsiblity to resolve or work with support once notified of the issue
All issues are raised as support case with contact listed in the support system.
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.