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Superna™ for ECS - Core Appliance Installation Service

Overview​

This service is included with the Data Security Licenses. It is designed to assist customers with their Superna installation and knowledge transfer on monitoring, troubleshooting, and basic operations of the Superna Core Agent Appliance.

  • Service Delivery: Remote sessions for audio, video, and screen sharing via Zoom, VPN, or alternate remote access to the customer's ECS equipment. Estimated three (3) hours over a span of one (1) day with dedicated customer technical resources.
  • Operating Hours: Monday to Friday, 9 am – 4 pm in your local time zone, excluding major holidays.
  • Terms and Conditions:
  • Exclusions:
    • This installation service task is included in the product purchase, but it is not a replacement for the Data Security feature installation and configuration service.
    • External configuration of AD, DNS, and other third-party vendors.
    • Superna Installation Technicians are not authorized to provide design recommendations or execute cluster configuration changes that can compromise cluster data availability.

Prerequisites​

Service Methodology Flow​

Superna for ECS Installation — remote session to accomplish the following:

  1. Gather site installation requirements.
  2. Provide guidance on deployment of the Superna appliance on a VM host.
  3. Download and apply the Superna license key.
  4. Provide guidance on creating user accounts on the ECS for authentication purposes.
  5. Add ECS devices to Superna inventory.
  6. Generate backup logs of the Superna appliance.
  7. Configure and test email notifications.
  8. Configure and test Phonehome.
  9. Installation document completed and delivered.

Knowledge Transfer Session

  1. Review installation and operating procedures.
  2. Review monitoring tools such as alerting, email notifications, and logging.
  3. Review the online help system for errors within the Superna Web UI.
  4. Review Superna appliance backup and restore procedures.
  5. Walkthrough of the support process, including account enrollment and knowledge base access.

Service Complete: Review and deliver the final Installation Report.