Zadara Storage Support Managed Services
Zadara Storage Support
Managed Services Zadara® Storage provides powerful remote monitoring capabilities that allow Zadara support engineers to automatically monitor all VPSA® Storage Arrays and VPSA® Object Storage configurations. Zadara Storage provides 24x7 support and monitoring for all Zadara engines. The following table summarizes the support options available: 24x7 Support
Two levels of support are available 24x7x365 dependent upon critical need (Informational—one business day response, Critical—two-hour response).
On-boarding Process
Technical support engineers assist customers through the provisioning portal, connectivity, and mounting of their new storage.
Training
Training includes login to the storage interface, assembly, and tutorial of use case specific tools and assets. Additional on-demand training provided as-needed.
Tuning
Zadara Storage services include extensive tools to monitor performance. Zadara Storage support will work with the customer to fine-tune their storage instance.
24-Hour Monitoring
Zadara Storage services include active logging, monitoring, and notification components for each of the product instances.
On-Demand Adjustments
The customer can dynamically adjust their storage instance via web and API-based interaction with no downtime.
Shipment-Style Replacement
While hard drive failure is inevitable, Zadara Storage services employ automated redundant recovery and the replacement of drives at no cost to the customer.
Firmware/Software Upgrades
Firmware and software upgrades are performed by the Zadara operations team to improve performance and user experience.
On-Premises Upgrades
Zadara Storage will automatically, and for the life of the Storage Cloud, replace and upgrade hardware/software without application impact.
Capacity Planning and Management
Technical support engineers continuously monitor customer capacity and make recommendations for expansion as-needed.
Phone Support
Email Support
Online Support
+1-949-284-0713
[email protected]
support.zadarastorage.com
Zadara Storage is available to answer questions and resolve issues promptly and efficiently over the phone by
For non-urgent issues, emailing Zadara Storage support is recommended. Response will be prompt and a case will
Customers can directly access the case management system to log a new case, review existing cases, and update
technical support engineers.
be logged to track resolution.
information on an open case.
USA 6 Venture, Suite 140 Irvine, CA 92618
International Beit Tavor 1 Yokneam, Israel
[email protected] US: +1-949-251-0360 IL: +972-3-372-6030 UK: +44-1285-610045 DE: +49-89-26209974 AU: +61-3-9511-0338 KR: +82-2-549-5810 FR: +33-1-8564-4178 AU: +61-2-8317-1640
24x7 Support
24-Hour Monitoring via Zadara NOC
Zadara Storage offers two levels of support. The levels are defined as follows:
In addition to meeting our Terms of Service, SLAs, and 99.999% uptime, Zadara Storage’s “no-single-point-offailure” services are accompanied with 24-hour worldwide support. Active logging, monitoring, and notification components are built into Zadara Storage services in order to keep both Zadara Support Engineers and customers alike fully aware of any significant activity or alterations in the behavior of customer’s product instances.
Informational. Customers create a support ticket (through the VPSA GUI, on support.zadarastorage.com, to support@ zadarastorage.com, or through the voice message line) to directly message Zadara Storage operations staff. The ticket will be answered within one business day. Critical. For all critical situations as defined by the SLA agreement, Zadara will provide 24x7x365 two-hour response. The customer can submit a ticket as above or customer can call the 24x7 phone number.
On-boarding Process A trained technical support engineer guides customers through an online screen share meeting to describe the details of the product offering. Depending on the type of storage service deployment (public cloud, on-premises, or Marketplace), Zadara will provide training on connectivity, assembly, and mounting of their new storage.
Training Zadara typically performs introductory training during the on-boarding process. Training includes login to the storage interface and assembly and tutorial of use-case specific tools and assets. Additional training and certification courses are available to Zadara’s customer base. A broad resource library is available on the Zadara Storage website.
Tuning Zadara Storage services include extensive metering and monitoring tools to meter and monitor the performance of our storage technology at every tier. Aggregated statistics and API-interactive logging information are also available via download from the customer’s active instance.
On-Demand Adjustments The majority of control of customer’s storage instances are available to the customer via web and API-based interaction. Any additional adjustments of the data storage components are discussed and coordinated between Zadara’s operations personnel and customers. Customers can dynamically allocate performance and capacity with no downtime. In the case of larger use requirements, additional hardware can be sent and added to production clouds to facilitate dynamic expansion.
Shipment-Style Replacement Component failures such as disk drives are inevitable. In the case of any hardware failure, Zadara Storage services employ automated redundant recovery. Each Zadara Storage system has extra disks available for immediate replacement. In the case of public clouds, Zadara Storage sub-contracted personnel is notified to make necessary replacements. For on-premises customers designated customer contacts/ administrators are immediately notified and replacements parts/components are ordered and shipped to customer locations. Customer administrators or Zadara Storage staff may be designated to perform the replacements on an asneeded basis.*
Firmware/Software Upgrades Firmware and software upgrades are performed by the Zadara Storage Operations team to improve performance and user experience of the Zadara Storage services. In the case that there is a possibility of impacting the customer with an update that will require a failover, the customer will be notified before experiencing a brief pause in IO activity.
On-Premises Upgrades Zadara Storage will automatically, and for the life of the Storage Cloud, replace and upgrade hardware/software without application impact. Zadara Storage manages storage node replacement and data migration.
Chargeback and Billing Support Customers are able to integrate all cloud infrastructure components as billing items into a billing and chargeback environment. Export/import into a centralized billing application allows an organization to understand the cost of delivering its cloud infrastructure.
Capacity Planning and Management Zadara Storage support engineers will monitor capacity and make proactive recommendations for expansion asneeded. * Subject to Terms of Service
AUG012017
Managed Services Zadara® Storage provides powerful remote monitoring capabilities that allow Zadara support engineers to automatically monitor all VPSA® Storage Arrays and VPSA® Object Storage configurations. Zadara Storage provides 24x7 support and monitoring for all Zadara engines. The following table summarizes the support options available: 24x7 Support
Two levels of support are available 24x7x365 dependent upon critical need (Informational—one business day response, Critical—two-hour response).
On-boarding Process
Technical support engineers assist customers through the provisioning portal, connectivity, and mounting of their new storage.
Training
Training includes login to the storage interface, assembly, and tutorial of use case specific tools and assets. Additional on-demand training provided as-needed.
Tuning
Zadara Storage services include extensive tools to monitor performance. Zadara Storage support will work with the customer to fine-tune their storage instance.
24-Hour Monitoring
Zadara Storage services include active logging, monitoring, and notification components for each of the product instances.
On-Demand Adjustments
The customer can dynamically adjust their storage instance via web and API-based interaction with no downtime.
Shipment-Style Replacement
While hard drive failure is inevitable, Zadara Storage services employ automated redundant recovery and the replacement of drives at no cost to the customer.
Firmware/Software Upgrades
Firmware and software upgrades are performed by the Zadara operations team to improve performance and user experience.
On-Premises Upgrades
Zadara Storage will automatically, and for the life of the Storage Cloud, replace and upgrade hardware/software without application impact.
Capacity Planning and Management
Technical support engineers continuously monitor customer capacity and make recommendations for expansion as-needed.
Phone Support
Email Support
Online Support
+1-949-284-0713
[email protected]
support.zadarastorage.com
Zadara Storage is available to answer questions and resolve issues promptly and efficiently over the phone by
For non-urgent issues, emailing Zadara Storage support is recommended. Response will be prompt and a case will
Customers can directly access the case management system to log a new case, review existing cases, and update
technical support engineers.
be logged to track resolution.
information on an open case.
USA 6 Venture, Suite 140 Irvine, CA 92618
International Beit Tavor 1 Yokneam, Israel
[email protected] US: +1-949-251-0360 IL: +972-3-372-6030 UK: +44-1285-610045 DE: +49-89-26209974 AU: +61-3-9511-0338 KR: +82-2-549-5810 FR: +33-1-8564-4178 AU: +61-2-8317-1640
24x7 Support
24-Hour Monitoring via Zadara NOC
Zadara Storage offers two levels of support. The levels are defined as follows:
In addition to meeting our Terms of Service, SLAs, and 99.999% uptime, Zadara Storage’s “no-single-point-offailure” services are accompanied with 24-hour worldwide support. Active logging, monitoring, and notification components are built into Zadara Storage services in order to keep both Zadara Support Engineers and customers alike fully aware of any significant activity or alterations in the behavior of customer’s product instances.
Informational. Customers create a support ticket (through the VPSA GUI, on support.zadarastorage.com, to support@ zadarastorage.com, or through the voice message line) to directly message Zadara Storage operations staff. The ticket will be answered within one business day. Critical. For all critical situations as defined by the SLA agreement, Zadara will provide 24x7x365 two-hour response. The customer can submit a ticket as above or customer can call the 24x7 phone number.
On-boarding Process A trained technical support engineer guides customers through an online screen share meeting to describe the details of the product offering. Depending on the type of storage service deployment (public cloud, on-premises, or Marketplace), Zadara will provide training on connectivity, assembly, and mounting of their new storage.
Training Zadara typically performs introductory training during the on-boarding process. Training includes login to the storage interface and assembly and tutorial of use-case specific tools and assets. Additional training and certification courses are available to Zadara’s customer base. A broad resource library is available on the Zadara Storage website.
Tuning Zadara Storage services include extensive metering and monitoring tools to meter and monitor the performance of our storage technology at every tier. Aggregated statistics and API-interactive logging information are also available via download from the customer’s active instance.
On-Demand Adjustments The majority of control of customer’s storage instances are available to the customer via web and API-based interaction. Any additional adjustments of the data storage components are discussed and coordinated between Zadara’s operations personnel and customers. Customers can dynamically allocate performance and capacity with no downtime. In the case of larger use requirements, additional hardware can be sent and added to production clouds to facilitate dynamic expansion.
Shipment-Style Replacement Component failures such as disk drives are inevitable. In the case of any hardware failure, Zadara Storage services employ automated redundant recovery. Each Zadara Storage system has extra disks available for immediate replacement. In the case of public clouds, Zadara Storage sub-contracted personnel is notified to make necessary replacements. For on-premises customers designated customer contacts/ administrators are immediately notified and replacements parts/components are ordered and shipped to customer locations. Customer administrators or Zadara Storage staff may be designated to perform the replacements on an asneeded basis.*
Firmware/Software Upgrades Firmware and software upgrades are performed by the Zadara Storage Operations team to improve performance and user experience of the Zadara Storage services. In the case that there is a possibility of impacting the customer with an update that will require a failover, the customer will be notified before experiencing a brief pause in IO activity.
On-Premises Upgrades Zadara Storage will automatically, and for the life of the Storage Cloud, replace and upgrade hardware/software without application impact. Zadara Storage manages storage node replacement and data migration.
Chargeback and Billing Support Customers are able to integrate all cloud infrastructure components as billing items into a billing and chargeback environment. Export/import into a centralized billing application allows an organization to understand the cost of delivering its cloud infrastructure.
Capacity Planning and Management Zadara Storage support engineers will monitor capacity and make proactive recommendations for expansion asneeded. * Subject to Terms of Service
AUG012017
