This article covers FAQs, policies, and procedures about Disaster Recovery tests on Appian Cloud and self-managed environments for Advanced, Enterprise, Premier and Premier Plus Support level customers.
Table of Contents:
Do self-managed customers receive support for Disaster Recovery environment issues while conducting Disaster Recovery tests during on-call hours?
The purpose of on-call hours is to restore the production environment back to its functional state. Appian Support can assist in restoring the production environment back to a functional state during on-call hours for Advanced, Premier, Premier Plus and Enterprise support customers. You can check your support level under the Home tab in MyAppian.
Note that Appian Support will not troubleshoot the issue in the Disaster Recovery environment during on-call hours.
We are a self-managed Appian customer. We ran into an issue with our primary production site and need to failover to our Disaster Recovery environment . What support can we receive?
This qualifies as an outage. Advanced, Enterprise, Premier and Premier Plus customers receive 24X7 support for P1/P2 issues. Customers are responsible for understanding, testing, administrating and failing over to their Disaster Recovery environment.
Is Disaster Recovery testing for non-production sites supported for self-managed customers?
Disaster Recovery issues in non-production environments are eligible for P3/P4 priority. Only Enterprise and Premier Plus support customers receive 24X5 (Monday - Friday) support for P3/P4 priority issues. Advanced and Premier support customers receive support during regular business hours.
Can Appian Support troubleshoot Disaster Recovery issues in the production environment during business days?
Yes, Appian Support can assist with troubleshooting Disaster Recovery issues in the production environment during normal business hours for your subscribed Support Region. This will be treated as a P3 priority issue. Kindly create a support case to engage our team.
We recommend reaching out to our team at least 2 weeks prior to the DR test to ensure we have necessary coverage available to assist you.
As an Appian Cloud customer with a high-availability site, when can I conduct a Disaster Recovery test?
Appian Cloud customers on Premier, Premier Plus and Enterprise support level are entitled to 1 Disaster Recovery test per calendar year on their high availability site. Kindly open a support case and work with your assigned Lead Engineer to coordinate the Disaster Recovery exercise.
I am an Appian Cloud customer and subscribed to the Enhanced Business Continuity (EBC) feature. What is the procedure to test the Enhanced Business Continuity feature? I would like to test it in a lower environment where I do not have EBC.
Appian Cloud customers with Enhanced Business Continuity feature are entitled to 1 EBC test per calendar year. The test can only be conducted on the site for which EBC was purchased.
If you purchased EBC for one of your lower level environments, Appian Support can conduct the test on that specific lower level environment. Kindly open a support case to coordinate this effort. If you have a Lead Engineer assigned, you can also coordinate the EBC exercise through them.
This article applies to all versions of Appian.
Last Reviewed: February 2024