Service - Superna ™ Eyeglass Isilon DR Design and Implementation Service Description

Superna Eyeglass Service Description

Part number SEL-EyeGlass DR Design-Implement-v1 - eyeglass-P013

Services - Superna ™ Eyeglass Isilon DR Design and Implementation

This service ensures  the highest level of DR readiness possible for Isilon customers with Superna Eyeglass. Recommended For: For customers that prefer to have Superna PS design and implement cluster, DNS, AD changes and validate the end to end design and implementation to achieve high level of confidence the key business data is protected for all possible DR impacts.  Customers that view DR investments as a way to achieve continuous operations level of storage availability.

  1. Description:  This service is a stand alone service  that provides Isilon cluster remote implementation of cluster DR configuration  required for failover using one of the supported failover modes (Access Zone dual delegation, SyncIQ or DFS mode).  The  configuration changes will also address SyncIQ best practices to enable a robust DR solution with Isilon and Superna  ™ Eyeglass.   In addition, DR Readiness automation will be configured to ensure continuous DR testing is fully automated using the RunBook Robot feature in Superna ™ Eyeglass.

  2. Terms and Conditions of service includes   

  3. Access Requirements: Isilon cluster login with admin and root access

  4. Service Delivery: Remote WebEx, VPN or alternate remote access to customers Isilon equipment.  Approximately 8 days with dedicated customer technical resources.

    1. Exclusions:

      1. Service operates Monday to Friday 8:00 AM to 5:00 PM EDT excluding major holidays

      2. Not a live DR service or support function for administration  operations

      3. Not a substitute for customer developed procedural run books, (runbooks are step by step, command level documents, and include external application procedures to validate DR end to end)

      4. Only Isilon configuration will be implemented, external equipment DNS, Active Directory changes will be sent as instructions for customer to execute (with assistance via WebEx support)

      5. Exceptions: 2 Cluster design coverage, 4 block of additional hours (part eyeglass-b4-2)  added for each additional cluster requested as part of the service.


    • Installed Superna  Eyeglass appliance  

    • Technical contact to answer questions at the customer site on cluster configuration

    • Remote access setup and in place on demand or as needed to complete this  SOW

    • Customer must make IT admin contacts within the DNS or Active Directory and DFS admin teams available for privileged configuration changes to DNS, AD and DFS configuration changes.

Superna ™ Supplied Project Tools

  1. dedicated Web based project management site for updates, status, document sharing and permanent archive of the project deliverables, shared by Superna and customer technical team at the customer site.

  2. Webex account for screen sharing

Service Flow

D&I Service Flowchart.png

  1. Collection Phase - DR Design and Implementation - Via customer Interview

    1. Collect Failover objectives from customer

      1. Collect cluster replication topology (Hot/Cold or Hot/Hot)

    2. Collect Applications list that mounts the cluster configuration

      1. SMB applications

        1. DFS usage

      2. NFS applications

    3. Collect configuration reports from Superna ™ Eyeglass for each cluster

    4. Collect WAN link information (speed, per link)

    5. Collect business objective for RPO (data exposure in minutes/hours per cluster)

    6. Collect current SyncIQ  data set break down for replication (overview of data type and applications that )

      1. Build SyncIQ to data and configuration map

      2. subnet and IP failover Map table

    7. Collect SyncIQ replication policies , schedules per policy

      1. Make changes to ensure best practices (may require DNS updates)

    8. Collect SmartConnect Zones configuration and usage - Eyeglass report

      1. Management IP pool and SmartConnect zone?

      2. SyncIQ IP pool and SmartConnect zone?

      3. Data access IP pool and SmartConnect zone?

      4. Backup IP pool and SmartConnect zone?

    9. Collect configuration data usage SMB, NFS, Quota usage description - Via Eyeglass Report

      1. Collect Authentication provider usage

    10. Collect Access Zone usage - Eyeglass report

    11. Collect DNS vendor and ip addresses, FQDN values - Interview

    12. Collect SmartConnect failover mappings - Via Eyeglass

      1. Requires IP pool to IP pool mapping

      2. Igls-ignore hint applied for IP pools that should not failover

    13. Collect Active Directory information (domain name, machine account names and access zone mapping) - Eyeglass report

    14. Customer sign off on phase completed from interview or Eyeglass report - Email or basecamp post to acknowledge

  2. Design Phase - DR configuration

    1. Recommend failover solution presented to customer based on Collection Phase

    2. Build Cluster Change Management plan including order and CLI commands needed to be executed - Customer Deliverable document

    3. Build the plan in two phases online changes and maintenance window changes  - Customer Deliverable document

    4. Review design with customer (webex) sign off on design and configuration change plan before proceeding to next phase

    5. Customer sign off on phase completed - Email or basecamp post to acknowledge

  3. Design and Configure RunBook Robot Access Zone Failover Automation

    1. Design and implement an Access Zone for Run Book Robot feature to implement daily failover and failover for DR Readiness

    2. Execute Robot Access Zone failover remotely via webex

      1. Verify successful failover and failback

      2. Review success and failover of robot policies and how to check completion

      3. Review how to change schedule

      4. Review how to run manually for DR testing

      5. Review how to customize with test data and additional shares, exports and quotas

    3. Customer sign off on phase completed - Email or basecamp post to acknowledge

  4. Knowledge Transfer phase: - Via Webex 1-2 hours

    1. Review failover planning guide on how to plan a failover

    2. Review best practices guide on how to execute steps pre-failover and verify the cluster environment before any failover

    3. Review failover release notes document on last minute release specific steps or instructions

    4. Review DR assistant validation screen warnings and process for open files

    5. Review failover logs in detail to explain how to read them and diagnose successful vs unsuccessful steps

    6. Review failover recovery guide and how to use this to recovery from failed steps

    7. Review process to raise support request correctly to get failover log analysis completed.

    8. Customer sign off on phase completed - Email or basecamp post to acknowledge

  5. Implementation phase:

    1. In collaboration with customer apply configuration execution plan and validate DNS , and SmartConnect dual delegation (if implemented), DFS configuration, Active Directory SPN configuration, SyncIQ policy updates, IP pools mapping (if implemented).

      1. Scheduled via multiple webex sessions with customer technical resources.

    2. Customer sign off on phase completed - Email or basecamp post to acknowledge

  6. Validation phase: via Webex

    1. Checklist validation on design  with Eyeglass UI

    2. Customer sign off on phase completed - Email or basecamp post to acknowledge

This Service Description is an agreement between the company receiving the Service identified below (“you or “Company”) and Superna, LLC (“Superna”), pursuant to which Superna agrees to provide certain professional services in connection with your use of the Superna Eyeglass® software (the “Licensed Product”).  This Service Description is subject to the terms of the Superna Eyeglass Software License and Support Agreement , and Exhibit B attached thereto (the “Agreement”) the terms of which are incorporated herein by reference.  

Company Name _____________

Signed: ____________________

Name (PRINT):______________



Telephone: ________________