DR Invocation Process

Important:Updated Process

The new DR Innovation process has discontinued the DR Invocation contact centre enabling a new streamlined workflow for DR Invocation requests.The DR Invocation Process provides additional support during the recovery of one or more protected workloads for both the DR2Cloud and Veeam2Cloud Disaster Recovery bolt-on and is provided in addition to any self-service capability for the associated service.

Stage 1: Disaster Recovery Invocation Request

To request Disaster Recovery Invocation support for an applicable 2Cloud service raise a new support ticket via your My2Cloud Portal.

1. Select Disaster Recovery Invocation as the Ticket Type.
2. Select a High as the Priority.
3. Provide a brief subject (for example Full site failover or Single workload recovery, etc.).
4. Select the associated Product (DR2Cloud or Veeam2Cloud).
5. If applicable supply any additional details regarding your DR Invocation request.
6. Validate the information and click Save.

Stage 2a: Disaster Recovery Invocation Acknowledgement

If you pass the pre-validation checks you will receive an email confirming your DR Invocation Request has been escalated to the on call engineer along with the contact details that the engineer will use to contact you.

Stage 2b:Disaster Recovery Invocation Unauthorised

If your support account fails the pre-validation checks you will receive an email warning you account does not  have the required permissions to raise a DR Invocation Request! Please contact another user in your organisation who has been granted DR Invocation rights to raise the request.

Stage 3: Disaster Recovery Invocation

During this stage the assigned engineer will verify the caller has access to any applicable service portals that will be used during the Invocation process.

The engineer will also collect any other details specific to the Invocation request such as systems to be recovered, order of priority, etc.

Once Recovery has been started the assigned engineer will continue to liaise with the caller until all requested systems are available again through the applicable 2Cloud service.