Failover Process and Customer Role

Failover Process and Customer Role


Superna Eyeglass Isilon Edition

Revision Changes to this Document

Table of Contents

Contents

  1. 1 Table of Contents
    1. 1.1 Overview
    2. 1.2 Customer Expectations and Role in Failover
    3. 1.3 Failover High Level Overview
    4. 1.4 Failover Planning check list
    5. 1.5 1) Mandatory Step: We recommend the latest Eyeglass release be used for planned failover. We allow N-2 release under conditions covered in the Failover Release Notes: http://documentation.superna.net/eyeglass-isilon-edition/plan/failover-release-notes
  2. 2 Acknowledged: Yes/No
    1. 2.1 1A) Mandatory Step: We also require the Failover release notes have been reviewed and all risks to your environment has been assessed. If you have questions, now is the time to ask.
    2. 2.2 1B) Mandatory Step: If also planning OneFS 7 to 8 upgrade review and execute this procedure after upgrade to onefs 8 for ANY cluster http://documentation.superna.net/eyeglass-isilon-edition/operate/isilon-upgrade-procedure-with-eyeglass
  3. 3 Acknowledged: Yes/No
    1. 3.1 1C) Mandatory - Are you failing over and failback on the same day? yes or no
    2. 3.2 2) Mandatory Step: If requesting health check on your installation or planning a failover. Support requires this document planning checklist is completed. This document that has links to all key documents that you need to review and steps to execute before running your DR test:
    3. 3.3 http://documentation.superna.net/eyeglass-isilon-edition/plan/failover-planning-guide-and-checklist
  4. 4 Acknowledged: Yes/No
    1. 4.1 1C) Have you run domain mark jobs on all SyncIQ policies?
    2. 4.2 Consult explanation here.
  5. 5 Acknowledged: Yes/No
    1. 5.1 3) Mandatory Step: Operational steps and procedures for the day of failover
  6. 6 Acknowledged: Yes/No
    1. 6.1 Operational Steps for Eyeglass Assisted Access Zone FailoverHow to Monitor the Eyeglass Assisted FailoverHow to Validate and troubleshoot A Successful Failover WHEN Data is NOT Accessible on the Target ClusterPost Access Zone Failover Manual StepsPost Access Zone Failover ChecklistTroubleshooting FailoverOperational Steps for Eyeglass Microsoft DFS Mode FailoverHow to Monitor the Eyeglass Assisted FailoverHow to Validate and troubleshoot A Successful Failover WHEN Data is NOT Accessible on the Target ClusterPost Eyeglass Microsoft DFS Mode Failover Checklist
    2. 6.2 4) Mandatory Step: All failover types review document
    3. 6.3 Failover Recovery Procedures
  7. 7 Acknowledged: Yes/No
    1. 7.1 5) Mandatory Step: Please upload a full Eyeglass Backup 7 days prior to failover for our review of your failover readiness.
    2. 7.2 Please upload a new set of eyeglass full backup logs (Create Full backup) by following this procedure:http://documentation.superna.net/eyeglass-isilon-edition/get-help/how-to-raise-an-eyeglass-isilon-support-request#TOC-Eyeglass-Full-BackupIf your file is bigger than 7MB please follow instructions to upload logs:http://documentation.superna.net/eyeglass-isilon-edition/get-help/how-to-raise-an-eyeglass-isilon-support-request#TOC-ALTERNATE-UPLOAD-INSTRUCTIONS-for-All-Eyeglass-versions
  8. 8 Acknowledged: Yes/No
    1. 8.1 6) What is covered by readiness check
  9. 9 Acknowledged: Yes/No
    1. 9.1 Note: What about unplanned DR event?


Overview

The process below explains the whole failover planning process and customer expectation.  Superna support includes product support and does not include assisted failover of customer data.  Support requires 7 days notice to allow this process to be followed by opening a case.   Customers that do not follow the process are accepting all risks from release notes and known issues the planning process is designed to eliminate.  Support level is reduced for customers that do not follow documented procedures to eliminate known risks.

    1. Support entitlement does not include assisted failover

    2. Support contract is not a replacement for knowledge on AD, DNS, Networking, Isilon, or application procedures

    3. Failover support does include failover planning, readiness health check and remediation prior to a planned event, failover log analysis, root cause of issues during a failover,  next steps required to complete a failover under all conditions, all recovery steps are documented.

    4. Support is legally not authorized to take control of any devices or make business decisions on behalf of customers during a failover event.

    Professional services from 3rd party Eyeglass Certified partners offer hands on failover services. (services page)



Customer Expectations and Role in Failover


Customers must provide or have access to all skills required to complete a failover and debug any issues in their IT environment which includes (AD, DNS resolution and updates if necessary, AD domain edit permissions to computer objects with adsiedt, Isilon knowledge on SyncIQ operations, share/export management, Networking, firewalls, Windows logon process, Linux mount requirements, application specific knowledge that uses NAS shares)



Failover High Level Overview


Please find below steps to follow post failover. NOTE: Support will follow this process below exactly as written, this is fastest process to complete a failover.


Objective:

  • Verify access to data on the target cluster post failover is supports priority in accessing failover logs.

  • Once data access validated and you have provided confirmation of data access to the case.. Support will then move on to assess failback steps if any errors in failover steps.


  1. BEFORE FAILOVER: Onefs known bug with quota scan. Follow these instructions before failover

  2. AFTER FAILOVER: Test data access by following these instructions http://documentation.superna.net/eyeglass-isilon-edition/design/eyeglass-assisted-failover#TOC-How-to-Validate-and-troubleshoot-A-Successful-Failover-WHEN-Data-is-NOT-Accessible-on-the-Target-Cluster

  3. AFTER FAILOVER: Attach failover log from eyeglass as a reply to this email.

  4. AFTER FAILOVER: Upload full backup from eyeglass appliance.

  5. AFTER FAILOVER: Reply to this email with results from data access testing.

Failover Planning check list

For a planned failover please review the following to maintain support for your installation. We provide a planning guide and checklist excel file here. We provide a complete planning process and customer role.

 


  1. STEP 1 We require written acknowledgement of the failover mandatory steps below to be posted to the case. This process ensures you have read and understood all steps for failover to ensure a successful failover and ownership of the failover process resides with your company.
  2. STEP 2: Submit support logs for review of your environment (NOTE: Until step 1 is complete. support is unable to review logs.) NOTE: The readiness check only includes items listed at the end of this message.
  3. STEP 3: Support will determine next steps based on review and post to the case.
  4. NOTE1: Customers must have access to support for (AD, DNS, Networking, Hosts, Isilon), Eyeglass support can provide root cause of external component issues but is not primary support replacement for these components.
  5. NOTE2: support can not take control or join a Webex to assist with hands on failover procedures for 3rd party hardware and software for legal reasons.
  6. NOTE3: Support agreements must be in place for all external hardware and software vendors. Functional recovery steps will be provided that requires customer subject matter experts to execute on the 3rd party vendor products.
  7. NOTE4: Decisions on data protection before, during and post failover reside with customers. Support can not be responsible
  8. NOTE5: For a permanent link to policies and support expectations for planned failovers refer to this link.

 

 

Technical details for failover planning are provided below. We would like to schedule a 30 minute webex to review these failover planning mandatory steps as well as the day of failover support process and answer any questions you might have. Please provide us with your availability so that we can schedule.





1) Mandatory Step: We recommend the latest Eyeglass release be used for planned failover. We allow N-2 release under conditions covered in the Failover Release Notes: http://documentation.superna.net/eyeglass-isilon-edition/plan/failover-release-notes

Acknowledged: Yes/No


1A) Mandatory Step: We also require the Failover release notes have been reviewed and all risks to your environment has been assessed. If you have questions, now is the time to ask.

Acknowledged: Yes/No


>> We provide notice when a release has support removed and requirement is to upgrade .We improve failover from all cluster failovers from all customers each release so without upgrading to latest release you don't benefit from other customers failovers.


>> We send all Eyeglass release notifications to @eyeglassisilon or email distribution


1B) Mandatory Step: If also planning OneFS 7 to 8 upgrade review and execute this procedure after upgrade to onefs 8 for ANY cluster http://documentation.superna.net/eyeglass-isilon-edition/operate/isilon-upgrade-procedure-with-eyeglass

Acknowledged: Yes/No


1C) Mandatory - Are you failing over and failback on the same day? yes or no

NOTE: We recommend at least 4 hours between any failover and failback within a single day.


2) Mandatory Step: If requesting health check on your installation or planning a failover. Support requires this document planning checklist is completed. This document that has links to all key documents that you need to review and steps to execute before running your DR test:

http://documentation.superna.net/eyeglass-isilon-edition/plan/failover-planning-guide-and-checklist


Acknowledged: Yes/No


1C) Have you run domain mark jobs on all SyncIQ policies?

Consult explanation here.


Acknowledged: Yes/No


3) Mandatory Step: Operational steps and procedures for the day of failover



Acknowledged: Yes/No



  1. Operational Steps for Eyeglass Assisted Access Zone Failover

    1. How to Monitor the Eyeglass Assisted Failover

    2. How to Validate and troubleshoot A Successful Failover WHEN Data is NOT Accessible on the Target Cluster

    3. Post Access Zone Failover Manual Steps

    4. Post Access Zone Failover Checklist

    5. Troubleshooting Failover

  2. Operational Steps for Eyeglass Microsoft DFS Mode Failover

    1. How to Monitor the Eyeglass Assisted Failover

    2. How to Validate and troubleshoot A Successful Failover WHEN Data is NOT Accessible on the Target Cluster

    3. Post Eyeglass Microsoft DFS Mode Failover Checklist



4) Mandatory Step: All failover types review document

  1. Failover Recovery Procedures


Acknowledged: Yes/No



5) Mandatory Step: Please upload a full Eyeglass Backup 7 days prior to failover for our review of your failover readiness.


Please upload a new set of eyeglass full backup logs (Create Full backup) by following this procedure:

http://documentation.superna.net/eyeglass-isilon-edition/get-help/how-to-raise-an-eyeglass-isilon-support-request#TOC-Eyeglass-Full-Backup


If your file is bigger than 7MB please follow instructions to upload logs:
http://documentation.superna.net/eyeglass-isilon-edition/get-help/how-to-raise-an-eyeglass-isilon-support-request#TOC-ALTERNATE-UPLOAD-INSTRUCTIONS-for-All-Eyeglass-versions



Acknowledged: Yes/No


6) What is covered by readiness check

As per your request to review readiness for failover, we will review the following for failover readiness validation:

- Access Zone Failover hints

- Access Zone Readiness status / DFS Readiness status / Policy Readiness Status

- SPN errors

- Eyeglass misconfigurations (example Eyeglass version)

- SyncIQ Domain Mark

- Planned Failover Type

- Client Redirection Guide Followed (DNS Dual delegation/DFS Dual Delegation)

- Eyeglass appliance health check

- Cluster API response health check


Anything other than the above is not checked. Anything else not listed needs to be verified by yourselves in the context of your overall failover plan.


For a full review of readiness, best practices and assessment of failover design, we offer the following purchased service:

http://documentation.superna.net/eyeglass-isilon-edition/get-help/eyeglass-services/services-dr-event-audit



Acknowledged: Yes/No


Note: What about unplanned DR event?

Unplanned (real dr with source cluster destroyed ) no it's not required to be on latest release. However we always expect the software is upgraded to supported releases published here http://documentation.superna.net/eyeglass-isilon-edition/software-release-download. We provide notifications to @eyeglassisilon or email distribution