RASCI Customer - AnywhereNow for Operational Support
This document will serve to clarify Operational Support responsibilities between AnywhereNow and Customers of AnywhereNow using AnywhereNow applications.
Operating Model 2: AnywhereNow is first contact for customer
Enterprise responsibilities when AnywhereNow is the first contact
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Operating the AnywhereNow application with qualified and trained staff. This includes the Microsoft 365 / Formerly known as Azure Active Directory (or Azure AD, or AAD) / A dedicated and trusted instance of Azure AD. The tenant is automatically created when your organization signs up for a Microsoft cloud service subscription, such as Microsoft 365. An Azure tenant represents a single organization. [Taken from Microsoft Docs], The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. trunk, SBC and the interfacing with the entry points of AnywhereNow (where applicable)
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Helpdesk offering L1 support to AnywhereNow users
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Skilled staff for AnywhereNow Level 1 support of at least 2 persons
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Providing the e-mail address and phone number of this staff to AnywhereNow so they will be authorized to submit cases
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Submitting cases, which have been validated that the issue is highly likely to be attributable to AnywhereNow, using the support Portal the according to guidelines
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Submitting a Priority 1 case using the Portal and if needed for follow-up calling the 24x7 support number, provided by AnywhereNow
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Root Cause Analyses (RCA) after Priority 1 incidents due to causes other than the AnywhereNow application
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Support the resolution of the case in a timely manner
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Provide AnywhereNow Level 2/3 support engineers access to systems and infrastructure when needed to resolve the incident case
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Configuration and functional management of AnywhereNow
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Updating AnywhereNow software components according to AnywhereNow Support End of Life Policy as published on the support portal
RASCI table
Systems overview sample for Cloud scenario
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AnywhereNow back-end: Managed by AnywhereNow
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Microsoft 365 / Azure tenant: Managed by customer
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SBC (including attached trunk): Managed by customer
Flow
Summary
- AnywhereNow trained Level-1 support staff of the customers logs a fully detailed case, highly likely to be attributable to AnywhereNow, in online support portal, that they have registered with, providing relevant information according to the guidelines.
- AnywhereNow L2/L3 support operations engineers handle the case with assistance of the Customer.
- Trained staff of the customer handles internal communication with end-users including closing of the incident or service request.