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.

  • 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