Cayosoft Guardian Forest Recovery Assurance Package

SKUs

• C-SUPAS-1YA-00

Overview

The Cayosoft Guardian Forest Recovery Assurance Package provides 24x7 support coverage for qualifying Forest Recovery scenarios for Commercial customers using Cayosoft Guardian Standby Forest Recovery and Forest Recovery capabilities.

This offering supplements Standard Support by providing access to Cayosoft support engineers 24 hours per day, 7 days per week for qualifying Forest Recovery scenarios. Standard Support hours and entitlements apply to all other issues.

Outcomes

This service offering helps Commercial customers reduce business risk by providing access to Cayosoft technical experts 24 hours per day, 7 days per week for qualifying Forest Recovery scenarios. Standard Support hours apply to all other issues.

Benefits

• 24x7 emergency coverage for qualifying Forest Recovery scenarios
• Access to Guardian Forest Recovery subject matter experts
• Guidance through Forest Recovery execution and validation
• Reduced recovery delays during critical Active Directory outages
• An escalation path for production-impacting Forest Recovery events
• Additional assurance for organizations with limited IT staffing

Coverage scope

Included scenarios

• Active Directory forest compromise requiring Guardian Forest Recovery
• Failure of a production Active Directory forest requiring recovery
• Standby Forest Recovery activation assistance
• Forest Recovery validation and recovery troubleshooting
• Critical issues preventing an active Forest Recovery operation from proceeding
• Recovery-related issues impacting business continuity during a production outage

Excluded scenarios

The following scenarios remain covered under the Customer's Standard Support agreement and Standard Support hours:

• Product configuration assistance
• Feature questions
• Upgrade planning
• Reporting and alerting configuration
• Backup configuration changes
• Change monitoring configuration
• General product administration
• Non-production testing activities
• Enhancement requests

Support availability

24x7 Forest Recovery coverage

• Available 24 hours per day, 7 days per week for qualifying Forest Recovery scenarios
• Coverage is continuous, including weekdays, weekends, and holidays
• 24x7 response is limited to qualifying, production-impacting Forest Recovery scenarios

Standard Support for other issues

All issues that do not qualify as Forest Recovery scenarios are handled according to the Customer's existing Standard Support hours and entitlements.

Incident severity requirements

To qualify for 24x7 Forest Recovery support, all of the following conditions must be met:

• The issue involves a production Active Directory environment.
• A Forest Recovery operation is actively underway or immediately required.
• The outage has a critical business impact.
• Customer personnel authorized to perform recovery activities are available to participate.

Engagement process

1. The Customer opens a Severity 1 support case using the designated 24x7 emergency support process.
2. The incident is reviewed to confirm eligibility under the Forest Recovery Assurance Package.
3. A Cayosoft support engineer engages with the Customer to assess the recovery situation.
4. Recovery guidance and troubleshooting assistance are provided until the immediate recovery blocker has been addressed or a transition plan is established.

Assumptions and prerequisites

The Customer agrees to maintain a supported Guardian deployment and appropriate recovery readiness.

These requirements include, but are not limited to, the following:

• Guardian Forest Recovery is deployed and operational.
• Required backups are completing successfully.
• Recovery credentials and permissions are maintained.
• Recovery documentation has been reviewed and validated.
• Customer technical resources are available to participate in recovery activities.
• Internet and communications access is available for remote support sessions.

Target customer profile

This offering is intended exclusively for:

• Small and medium-sized business (Commercial) customers
• Organizations without dedicated 24x7 directory services teams
• Customers using Guardian Forest Recovery or Standby Forest Recovery capabilities
• Customers requiring 24x7 support coverage for qualifying Forest Recovery scenarios

Note: This package provides 24x7 support only for qualifying Forest Recovery scenarios. Standard Support hours and entitlements apply to all other issues.