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Superna Resident Services

Dell SKU: AC317271 (order in quantities using the BOM tool; each unit is 1 hour)

Overview​

Certified Superna Eyeglass technicians with validated expertise and skills act as an extension of your IT staff, enabling you to realize the full value of your Superna Eyeglass portfolio. Superna Residency Services are available to assist with your company's data protection needs across the full product suite, including disaster recovery, security, auditing, and cloud solutions.

What's included​

  • Assistance planning and executing failover and failback. Failovers outside normal business hours may require resource substitution.
  • Knowledge transfer and training for all products.
  • Business use-case translation to Superna product and feature capabilities, with implementation and design support.
  • Compatibility planning for OneFS or ECS upgrades with Superna products.
  • Best-practice configuration and recommendations, informed by patterns seen at other customer sites.
  • Consulting on external devices based on Superna documentation and design practices.

Terms and conditions​

Superna Residents are allocated to customers for a defined weekly commitment, based on the service level purchased (see Tiers of service below). Scheduling must be pre-arranged with sales@superna.net; Superna reserves the right to reschedule meetings based on resource availability. Superna will make all reasonable efforts to keep the same resource assigned for the duration of the contract term, and will inform the customer in advance if a substitution is required. The minimum contract term is quarterly (90 days); unused meeting hours are not credited at the end of the term.

Tiers of service​

TierCommitmentOrder quantity
12 hours per week or bi-weekly, over a 3-month term24
24 hours per week or bi-weekly, over a 3-month term12
34 hours monthly, over a 3-month term12

Exclusions​

  • Decision-making on customer data.
  • Hands-on direct support of anything other than the Superna Eyeglass suite of products. Residents do not perform external configuration of AD, DNS, PowerScale, ECS, or similar systems, though Superna will provide consulting on best practices for third-party software or equipment.
  • Residents are not authorized to initiate failover operations or make cluster configuration changes that could compromise cluster data availability.