Failover Support Observer
For complete confidence during planned failover events
Maintain increased confidence and peace of mind during your planned failover and Disaster Recovery (DR) testing events – Superna is proud to present our latest service, Failover Support Observer. With our expert support, you can execute a seamless failover while benefiting from the guidance and assistance of a Superna Support Observer.
How does it work?
During your scheduled failover and DR testing event with our Superna Solutions, our Failover Support Observer will join via remote session and closely monitor your operations, providing real-time feedback and assistance. This service is designed to aid you in executing a flawless planned DR failover, offering troubleshooting expertise and valuable advice throughout the entire process.
Expert Guidance
A dedicated Superna Support Observer will act as your trusted partner during the failover event by drawing on Superna’s extensive experience in assisting our customers with planned failover events. The Observer will guide you through a seamless failover process, ensuring that you can complete your planned failover activities quickly and efficiently.
Increased Confidence
Our Support Observer’s presence acts as a safety net for your team as they navigate the failover process. You can rely on their expertise to ensure a successful transition and minimize the potential for disruptions.
Video Conference Support
The Superna Support Observer will be available to you via video conference, enabling seamless communication and collaboration. Experience the benefits of a virtual face-to-face interaction with our skilled professional, right when you need it.
Terms & Conditions
Superna Failover Support Observer Terms & Conditions
Terms & Conditions
- The observer role is available in 1 hour increments, not to exceed 2 hours during a single event for the Service.
- The observer role is available for a maximum of 20 hours/year that are non transferable. The anniversary date of the signed agreement received will be used as the date of the year within.
- The observer role is limited to planned failover events. Unplanned failover events are not covered.
- At no time will a Superna Support Technician ever take control, be asked to take control, of the Superna DR environment. This is an observer role where the Technician will provide guidance based on Superna best practices.
Planning Phase
- Company notifies Superna of the scheduled event by opening a Support ticket a minimum of 10 business days prior to the event.
- Superna and Company completes pre-failover assessment prior to the scheduled event.
Scheduled Event
- Superna engineer participates in Scheduled Event via video conference as an observer only, providing information and input on decision-making based on Superna best-practices. Superna personnel will not take control of Company Computer Systems or make business decisions on behalf of Company.
- Superna Support Technician will participate in the video conference only when required during the Scheduled Event and will drop off when no Superna actions are required. Company may request that the Superna engineer rejoin the video conference. Superna may reassign or substitute another Superna engineer at any time for any reason during the execution of the observer role.
- Deliverables: None.
Postmortem Phase
- Company schedules one 1-hour via video conference for Company and Superna to review performance of Scheduled Event.
- Company and Superna provides verbal feedback on recommended improvements to the failover process
- Deliverables: None.
Customer Testimonial
I would strongly recommend having [Superna’s Failover Support Observer] for new customers performing their first failover with live data. It’s a stressful process, especially when there are problems. Knowing that an expert was watching the process with us made the experience much less terrifying.
The support personnel that we interacted directly with were excellent. We are much more confident now that we have a successful failover behind us. I want to thank all of you again for working with us to accomplish this.
– Network Systems Manager, Utilities Sector
Get Started Now
Enhance your failover process and gain peace of mind with our Failover Support Observer service. Trust Superna to be your dedicated support partner, providing expert guidance throughout your planned failover events. Contact us today to learn more and schedule your failover support session. Reach out to letschat@superna.io or fill out the form below to get started.
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