Superna ™ Eyeglass Installation Maintenance Task Description

 Superna ™ Eyeglass Installation Maintenance Task Description

Overview:

This support task  is designed for customers who have a need for deployment and knowledge transfer on monitoring, troubleshooting and basic operations of Eyeglass.


  • Delivery: Remote WebEx

  • Operating Hours: Monday to Friday 8:30 to 5:30 EDT

  • Terms and Conditions of task covered in product maintenance agreement Exhibit A  section 4.0  

  • Exclusions:

    • This maintenance task is included in product purchase and IS NOT a replacement for advanced services that include DR design and failover training and knowledge transfer

    • Available once per customer purchase of 8 or more  node licenses  or 2 or greater cluster licenses

    • No external configuration of AD, DNS, Isilon

    • Installation Technicians are not authorized to provide design recommendations, initiate failover operations OR make material cluster configuration changes that can compromise cluster data availability.    

    • NOTE:  Installation Technician will defer all known install questions to post sales team.

Prerequisites:

  • Mandatory: Eyeglass Isilon Basic Installation Questionnaire Form completed located here

  • Mandatory Schedule service installation here.  

  • Restrictions: Entitlement is one per purchase of 8 or more nodes or 2 or greater cluster licenses

    • Superna reserves the right to cancel this entitlement quick start task 60 days from purchase date or for any other reason at Superna’s sole discretion.


Eyeglass Installation Quick Start Maintenance Task:

This service includes the following:

  1. Eyeglass for Isilon Installation - Remote Install with customer via WebEx meeting to accomplish the following

    1. Gather site installation requirements from checklist above

    2. Provide guidance on Install of appliance on VMware host only

      1. Excludes RHEL and Windows Hyperv

    3. If Eyeglass was previously installed for Eyeglass trial, reset system to factory default removing trial configuration.

    4. License Eyeglass with transaction number and appliance ID

    5. Provide guidance on create service account for authentication to customer clusters

    6. Sync Cluster configuration inventory (add clusters)

    7. Verify correct job creation and successful sync

      1. Run one policy sync job to verify sync status

    8. Run appliance backup

    9. Configure email for alarms and change report

      1. Test and verify  email

    10. Configure phone home support

      1. Test phone home is successful  

    11. Installation Completed install document provided.

  1. Knowledge Transfer Session - WebEx

    1. Review installation, and operating procedure to monitor the system replication status, overall DR status, inventory status.

    2. Review monitoring tools email, twitter, logging export to log analysis tools

    3. Review online help system for errors within Eyeglass webui

    4. Provide installation summary document and system status test results

    5. Review appliance backup

    6. Review appliance restore procedure

    7. Review Eyeglass CLI and capabilities

    8. Walk through support account enrollment, knowledge base access, feature request process

    9. Review Failover planning documentation and review support process for failover.

    10. Identify Next steps documentation for customer to review configuration steps for DR design.

    11. Review appliance HA documentation links and explain choices for HA of the appliance

    12. Review Free hands on virtual training and online self paced courses links.