Responsibility Assignment Matrix Overview
The RACI matrix indicates levels of responsibility for aspects of deploying Dedicated Instance, as follows:
-
R = Responsible – Responsible for performing the task (i.e., the actual person doing the work to complete the task).
-
A = Accountable – Ultimately accountable for the task completion. The accountable person must sign off the work that the Responsible person produces.
-
C = Consulted – Team members whose input is used to complete the task. Communication with these members is two-way in nature.
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I = Informed – Team members kept informed about the status of the task. Communication with these members is one-way in nature.
Partner Onboarding
Activity |
Customer |
Partner |
Cisco |
Remarks |
---|---|---|---|---|
Partner Connectivity Questionnaire (PQ) |
R |
A |
Partner is responsible for completing the Partner Questionnaire (PQ) to enable connectivity |
|
Cloud Infrastructure Build |
I |
A+R |
Cisco builds all necessary cloud infrastructure to enable the Partner to connect with Dedicated Instance |
|
Partner Connectivity |
A+R |
C |
Partner provides all connectivity needed to work with Dedicated Instance |
|
Partner Premises Infrastructure |
A+R |
C |
Partner is responsible for any partner premises gear needed for Dedicated Instance |
|
Cloud IP Addressing |
I |
A+R |
Cisco is responsible for any IP addressing internal to the cloud solution |
|
Partner IP Addressing |
A+R |
C |
Partner is responsible for all partner addresses |
|
Internet |
I |
I |
A+R |
Cisco is responsible for providing internet for the core apps in Dedicated Instance (Use cases - MRA, RedSky Integration, APNS, etc.) |
Customer Onboarding
Activity |
Customer |
Partner |
Cisco |
Remarks |
---|---|---|---|---|
CCW Order Placement |
C |
A+R |
I |
Partner Is responsible for placing the order for Webex Calling and selecting Dedicated Instance |
Order Hold Release |
I |
I |
A+R |
Cisco will be responsible for releasing the order after review |
Customer Connectivity – Partner Connected |
C |
A+R |
C |
Partner is responsible for connecting the customer to Dedicated Instance |
Customer Connectivity –Direct Connect* |
A+R |
A+R |
R |
Customer or Partner is responsible for connecting the customer network to the Dedicated Instance |
Cloud Infrastructure |
I |
I |
A+R |
Cisco is responsible for any cloud infrastructure (compute, network, SBC) needed to enable the customer |
Core Application Build |
I |
I |
A+R |
Cisco is responsible for the core application build in the cloud |
Core Monitoring Configuration |
A+R |
Cisco sets up monitoring for the core applications |
||
Operational Readiness Testing |
I |
I |
A+R |
Cisco tests the base functionality of the core applications before handing over to the customer or partner |
PSTN Access – BYO PSTN* |
A+R |
A+R |
C |
Customer or Partner is responsible for PSTN connectivity into Dedicated Instance |
Provisioning Tools* |
A+R |
A+R |
C |
Customer or Partner is responsible for any provisioning tools (third party) |
Application-Level Configuration* (Dial Plan, Route Groups, etc.) |
A+R |
A+R |
I |
Customer or Partner is responsible for completing application configuration to enable customer requirements |
Troubleshooting Application Configuration* |
A+R |
A+R |
C |
Customer or Partner is responsible for troubleshooting any application-level configuration with assistance from Cisco TAC |
Customer Premise Infrastructure and Configuration* |
A+R |
A+R |
I |
Customer or Partner is accountable for any customer premise infrastructure or configuration needed to enable customer usage of the Dedicated Instance |
Partner Premise Infrastructure and Configuration (SBC, PSTN...) |
A+R |
I |
Partner is accountable for any Partner Premise infrastructure or configuration to enable customer usage of the Dedicated Instance |
|
User Acceptance Testing* |
A+R |
A+R |
I |
Customer or Partner is accountable for performing all integrations and testing before the go-live on Dedicated Instance |
Customer Onboarding and Migration* |
A+R |
A+R |
I |
Customer or Partner is accountable for a successful cut-over to the Dedicated Instance |
Troubleshooting Onboarding Issues* |
A+R |
A+R |
C |
Customer or Partner is accountable to address any onboarding/Day-1 issues |
*Depending on the support arrangement between customers and partners a customer or a partner could fulfill these specific responsibilities
Operations
Activity |
Customer |
Partner |
Cisco |
Remarks |
---|---|---|---|---|
Widespread issues in Dedicated Instance (100% of a cluster or across multiple clusters) |
I |
I |
A+R |
Cisco troubleshoots and resolves all non-UC Application config issues in Dedicated Instance |
Non-widespread issues in Dedicated Instance* (<100% of a cluster) |
A+R |
A+R |
C |
Customer or Partner troubleshoots and resolves all config issues in Dedicated Instance |
Webex Meetings/App issues |
I |
C |
A+R |
Cisco Cloud TAC troubleshoots and resolves all issues in the Webex cloud |
PSTN/SBC Management – BYO PSTN* |
A+R |
A+R |
C |
Customer or Partner troubleshoots and resolves all issues around SBC/PSTN |
Dedicated Instance Internet for Collaboration Services (Partner Connected) |
I |
I |
A+R |
Cisco manages the internet connectivity for Collaboration services |
Dedicated Instance Internet for Collaboration Services (Direct Connect) |
I |
I |
A+R |
Cisco manages the internet connectivity for Collaboration services |
Dedicated Instance internal UC App DNS |
A+R |
Cisco manages Dedicated Instance internal DNS |
||
Dedicated Instance Public DNS |
A+R |
Cisco manages Dedicated Instance Public DNS |
||
Dedicated Instance Customer premise DNS* |
A+R |
A+R |
I |
Customer or Partner manages the DNS requirements for customer premise |
Dedicated Instance integrations* |
A+R |
A+R |
C |
Customer or Partner manages all integrations into the Dedicated Instance |
Dedicated Instance Infrastructure |
I |
I |
A+R |
Cisco manages the Dedicated Instance infrastructure |
Dedicated Instance partner infrastructure for cloud connectivity |
A+R |
C |
Partner manages infrastructure needed for connection with Dedicated Instance |
|
Dedicated Instance Infrastructure capacity |
I |
A+R |
Cisco manages capacity for the Dedicated Instance Infrastructure |
|
Dedicated Instance partner cloud connectivity capacity |
A+R |
I |
Partner manages capacity for the cloud connectivity link into Dedicated Instance |
|
Dedicated Instance Application capacity* |
A+C |
A+C |
R |
Cisco is responsible for the infrastructure; Customer or Partner is responsible for the application usage capacity |
Dedicated Instance Application Certificate Management |
I |
I |
A+R |
Cisco is responsible to manage the certificates for Dedicated Instance Applications |
Dedicated Instance Phone Firmware* |
A+R |
A+R |
I |
Customer or Partner manages phone firmware for their Dedicated Instance |
Dedicated Instance Phone Background* |
A+R |
A+R |
I |
Customer or Partner manages phone backgrounds for Dedicated Instance |
Dedicated Instance Jabber config* |
A+R |
A+R |
I |
Customer or Partner manages Jabber config for Dedicated Instance |
Dedicated Instance non-base config* |
A+R |
A+R |
I |
Customer or Partner manages non-base config for Dedicated Instance (e.g., dial plan, integrations, PSTN) |
Dedicated Instance Application upgrades |
C |
C |
A+R |
Cisco manages application upgrades for Dedicated Instance in consultation with the customer or partner |
CPE |
A+R |
I |
I |
Customer manages all Customer Premise equipment for Dedicated Instance |
User provisioning and MACDs* |
A+R |
A+R |
Customer or Partner provisions end users and performs all MACDs on Dedicated Instance |
|
Customer LDAP Management |
A+R |
C |
I |
Customer manages LDAP for all end users to integrate to Dedicated Instance |
Provisioning Tool* |
A+R |
A+R |
I |
Customer or Partner manages the provisioning tools for Dedicated Instance |
Dedicated Instance data center and application backup and restore |
A+R |
Cisco manages the backup and restore for the data center and applications in the cloud |
*Depending on the support arrangement between customers and partners a customer or a partner could fulfill these specific responsibilities