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Services - Services - Superna ™ Eyeglass DR Event Audit Planning &, Failover training Service Description

Services - Superna ™ Eyeglass DR Event Audit Planning &, Failover training  

Part number “SEL-EyeGlass DR Plan-Audit-v2 - eyeglass-P012 QTY 1”

Revision 1 Feb 11, 2018

  1. Overview:  This service is designed to assist a customer with a scheduled DR failover, by providing an  audit checklist of best practices and execution plan and preparation.  In addition, customers receive hands on failover & recovery training procedures.

    1. Best Practices checklist of the customer environment and DR failover plan submitted by the customer

    2. Allows remote hands on training to the tools and processes to execute procedures for the purpose of a customer documenting and training operations staff.

    3. Knowledge transfer on failover operations, procedures, planning, recovery.

    4. Audit Pass or Fail with remediation list document for customer to complete.

    5. Remediation checklist review meetings (2)

  2. Requirements to Engage Services - Mandatory to complete the service questionnaire before service team resources are assigned.  

    The link to service questionnaire

  3. Access Requirements:

    None access to customer site or equipment, WebEx

  4. Service Delivery:

    Remote WebEx.  Approximately 4 days depending on customer technical resource availability and changement process.

    1. Exclusions:

      1. Service operates Monday to Friday 8:00 AM to 5:00 PM EDT excluding major holidays (Alternate schedules can be arranged on request)

      2. Failover knowledge transfer cannot use customer equipment or any type of customer data.

      3. Not a live DR service or support function for failover of production data

      4. Not a substitute for customer developed procedural run books, (runbooks are step by step, command level documents, and include external application procedures to validate DR end to end)

      5. Demonstration of configuration steps to be implemented will exclusively use Superna Data center resources to show procedures.   

        1. External component or software changes are excluded from all meetings including  AD, DNS, PowerScale

        2. customer is responsible to make all changes to all 3rd party devices or software components and have expertise in AD, DNS, PowerScale, Firewall, Windows, DFS, NFS sufficient to follow the directions provided by this service


  • Installed Superna  Eyeglass appliance  

  • Customer SME technical contact to to make changes to PowerScale, AD, DNS, networking, host access to shares or exports

  • Customer IT admin knowledge of  DNS or Active Directory and DFS admin teams when required for DNS, AD and DFS configuration changes are required, NFS linux environment, PowerScale hands on knowledge

  1. Collection phase:

    Customer interview to collect: Access DR needs RTO, RPO volume of data, number of clusters, wan links, bandwidth  and latency requirements and availability, applications used with PowerScale cluster

  2. Assessment phase

    - Customer clusters and critical business applications utilizing the PowerScale

    1. Covers host profiles (OS types, application types)

    2. Covers access zone and DFS mode failover assessment (AD, DNS, PowerScale, Eyeglass)

    3. Accesses existing syncIQ policies for best practices failover and failback.

      1. Avoid common issues that impact failovers from the experts, clean up orphaned policies snapshots that will impact failover success

      2. Policy design assessment to business objectives

    4. Subnets and pools and smartconnect zone configuration (DNS and Access zone mappings coverage)

      1. Smartconnect excludes and includes with DNS

    5. Assess appliance Dr setup warm or active setup

    6. Failover execution planning

      1. Assess DR process in place via customer interview to identify major systems (file and block applications) document a map to current eyeglass workflow logic

    7. Access monitoring tools in place on critical infrastructure and cluster and application  monitoring tools (for integrating Eyeglass monitoring alerts to customer backend systems)

  1. Document phase:

    document customer needs in a template document based on phase 1 and 2 data collection.

    1. Checklist data collection

  2. Test plan phase:

    develop test plan for pre failover execution knowledge transfer SMB, NFS

  3. Live Webex test case execution and knowledge transfer phase:

    1. Jointly execute failover in test access zone runbook robot setup

  4. Reporting phase:

    1. Checklist pass fail with remediation

    2. WebEx review call for customer to complete remediation steps

    3. Final Failed checklist WebEx  item review call follow up call

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