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Failover Support Observer

Revised October 2025

This Service is provided to monitor and provide access to a Superna Failover Observer during their planned and scheduled failover and Disaster Recovery ("DR") testing event with Superna Suite of Products (herein referred to as "Services"). The Service is designed to assist Company with the execution of a planned DR failover (a "Scheduled Event") by providing appropriate guidance and advice but is limited to hands on troubleshooting Superna Core Appliance (Eyeglass), as full logs debugging will be taken offline.

Recommended for: Companies that prefer to have a Superna DR observer during a planned failover event via video conference.

Planning Phase​

  1. Company notifies Superna of the scheduled event by opening a Support ticket a minimum of 15 business days prior to the event in order to reserve the observer resource.
  2. Superna and Company completes pre-failover assessment prior to the scheduled event.

Scheduled Event​

  1. Superna resource participates in the Scheduled Event via video conference as an observer only, providing information and input on decision-making based on Superna best-practices. Superna resource will not take control of Company Computer Systems or make business decisions on behalf of Company for any issues external to Superna solutions.
  2. Superna resource will join the conference fifteen (15) minutes prior to the event and participate in the video conference only when required during the Scheduled Event. Superna resource will drop off when no Superna actions are required. Company may request that the Superna resource rejoin the video conference. Superna may reassign or substitute another Superna resource at any time for any reason during the execution of the observer role.

Post-failover/failback activity​

  1. Customer has validated data access (DA) after the failover.

  2. Customer uploads a new set of logs.

  3. If failback activity is scheduled for the same day, Company and Superna will make best efforts to complete readiness activities checklist within minimum target of two (2) hours post failover logs upload, if there are not steps to fix.

    If there are issues to fix before Failback, related to third party components such as AD, DNS, SPN, OneFS related issues, networking (but not limited to), the Company is to assume responsibility and acceptance.

  4. Failover summary provided via the case.

Additional Term and Conditions:​

In addition to the obligations set forth in Exhibit B to the

  1. The Observer role is provided in 2-hour increments, not to exceed 4 hours per event. Superna will attend only during the designated observation period and will not act as a standby resource throughout the maintenance window. Standard support coverage applies outside the scheduled observation period. Additional Observer coverage will be assessed as appropriate.
  2. The Failover Observer service is a one time use, and is valid for the term of your DR license as per your license activation notification.
  3. The Observer role is limited to planned failover events. Unplanned failover events are not covered.
  4. Superna resource will not take control of Company Computer Systems or make business decisions on behalf of Company for any issues external to Superna solutions.
  5. Superna will not perform any additional tasks, including but not limited to application testing in connection with this Service.
  6. Company assumes all risk, and associated liability, in the event the Scheduled Event exceeds the estimated maintenance/outage window for any reason.
  7. In the event that the Failover Readiness Check identifies the licensing is not in accordance with the EULA or the Pre Req Specifications or Company Computer System configurations or procedures that deviate from best practice, Company must sign off on all such deviations identified by Superna in writing, acknowledging inadequate failover readiness, prior to scheduling the Scheduled Event.
  8. Company must perform all obligations set forth in this Services Description.