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DR Monitoring Subscription Service

Dell SKUs: AB109748, AB109749, AB109750. Superna Product Codes: eyeglass-p020, eyeglass-p021, eyeglass-p022 (DR Monitoring Subscription, per year; quantity 1)

Overview​

The DR Monitoring Subscription Service uses the Superna Eyeglass enhanced phone home feature to automate continuous DR monitoring from a cloud service. DR readiness requires specialized IT skills and tools to maintain all aspects of readiness so that a failover can be executed at a moment's notice. DR monitoring is a frequently overlooked area that requires specialized skills to determine readiness and root cause issues. IT staff with day-to-day priorities and projects frequently do not have time to respond to every alarm for devices that are part of critical systems.

  • Readiness status is analyzed for a subscribed appliance once per day.
  • Any significant change in your infrastructure that affects DR is reviewed.
  • Phone home log submission is automatic and requires no administrator assistance.
  • Proactive support cases are opened for DR-impacting issues.
  • Managed upgrade assistance is included.

Included in Service​

  1. Runbook Robot success is monitored, and a new case is opened daily when it is not successful.
  2. Only critical errors related to DR or the appliance are covered. Major and warning alarms do not trigger automated support case creation, so customers must monitor alarms of those severities.
  3. Critical DR alarms are reviewed. No other product alarms trigger a review.
  4. A misconfigured access zone or IP failover mode triggers a case with instructions to complete the configuration. Assisted configuration is not included in the monitoring service.

Terms of Service​

  • Service Delivery: Remote, through a phone home enabled appliance. Contact Support to obtain the whitelist URLs and IP addresses required for the service (see Contacting Support).
  • Availability: 24x7x365.
  • Terms and Conditions:

Prerequisites​

  • Latest Eyeglass release or N-1.
  • Phone home URLs required for the service are whitelisted.

Exclusions​

  • Assisted failover over WebEx or Zoom. The normal support process applies to all failovers.
  • Resolution of non-Eyeglass software or hardware, for example Active Directory, DNS, or PowerScale. See the EULA and the Failover Planning guide for the failover support process and the full list of exclusions.
  • Configuration or DR design assistance. This requires a professional services purchase.
  • Resolving a DR-impacting issue after notification. The customer is responsible for resolving the issue or working with Support once notified.
  • All issues are raised as support cases with the contact listed in the support system. The customer is responsible for adding any contacts to the support system for notification of DR-impacting issues, or for communicating an email address to be notified by opening a case that states the contact email for the DR monitoring service.