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Extended Knowledge Transfer Service

Dell SKU: AB109752. Superna Product Code: eyeglass-b4-2 (quantity 3)

Overview​

This service augments the basic product installation services when customers have more complex use cases, integrations with external software tools, or advanced features that are not covered under basic installation.

Service Description​

This service assists customers to design and implement a feature or an integration with external tools, for example SIEM software, or provides a deeper discussion on the use of a specific feature to address a specific business problem. The scope is limited to a fixed number of use cases and a limit on the duration of access to a Subject Matter Expert (SME).

Examples​

  1. How to integrate Ransomware Defender and Easy Auditor alerts into SIEM tools.
  2. How to enable application-specific email alerting.
  3. Deep dive on Ransomware Defender and Easy Auditor triggers for security teams, to understand how to use them within the security framework already in place.
  4. Deep dive on show back and charge back with Search & Recover to solve business challenges with tiered data.
  5. How to configure cloud storage for archive compliance solutions with Golden Copy.
  6. How to use Performance Auditor to assess application and user workloads and make changes to optimize PowerScale storage usage.
  7. How to move data from the System zone into new access zones to maximize data separation by department or application.
  8. How to maximize RBAC based on internal business requirements, for example help desk, security, power user, or departmental users.
  9. How to configure snapshot indexing for a data recovery solution for users or IT with Search & Recover.
  10. How to empower users to copy data with SyncIQ and Eyeglass AnyCopy, for example in media and entertainment or medical and pharmaceutical research.

Terms of Service​

  • Service Delivery: Remote via WebEx or Zoom. The service operates Monday to Friday 2:00 AM - 3:00 PM EDT, excluding major holidays.
  • Terms and Conditions:
  • Limits:
    • Up to three (3) items, with any combination of products and any mix of integration, feature implementation, or deep-dive knowledge transfer.
    • Not to exceed six (6) hours of combined meeting time for the three items selected.
  • Prerequisite: Installation and configuration services have been purchased and fully executed before this service can start.
  • Exclusions:
    • Outage or issue resolution of customer equipment or software.
    • Configuration of third-party software or hardware. The customer is expected to supply this expertise.
    • Development of any scripts, software, or code.

Service Methodology Flow​

Data Collection Phase​

  • A 30-minute Q&A call to review the three focus areas. The items can cover the products Eyeglass DR, Ransomware Defender, Easy Auditor, Performance Auditor, Search & Recover, Cluster Storage Monitor, Golden Copy, and AnyCopy.

Design Phase​

  1. Document the three target areas in detail to ensure agreement on the objective and outputs for each item.
  2. Plan the order and scheduling of a kickoff call to collect detailed requirements for each item. All SMEs are expected to be available for this phase and call.
  3. After the kickoff call, a detailed solution description is documented for each item.

Configuration Phase​

  • A meeting is scheduled for each item with the key stakeholders to review the solution documentation prepared for each item identified in the Data Collection Phase.

Wrap-Up Phase​

  • Each item is completed at the end of its scheduled calls.