3. Bulletproof Support™ for AWS (Bulletproof Support™ Dedicated and Bulletproof Support™ Premium) – Responsibility Matrix

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3. Bulletproof Support™ for AWS (Bulletproof Support™ Dedicated and Bulletproof Support™ Premium) – Responsibility Matrix 2017-04-04T06:03:13+00:00

1. Data Centre Services

TaskBPAWSCustomerComments
1.1.      Provide data centre environment
1.2.      Provide physical security & access
1.3.      Redundant Power Capability
1.4.      Environmental controls
1.5.      Fire Detection and suppression

 

2. Server Services

TaskBPAWSCustomerComments
2.1.      Server Hardware Specification Services
2.1.1.   Disk Capacity & Switching
2.1.2.   CPU Requirements
2.1.3.   Memory Requirements
2.2.      Server Services (Dedicated VM & Physical)
2.2.1.   Server VM / Hardware Ordering
2.2.2.   Server VM / Hardware Deployment
2.2.3.   Hardware Monitoring
2.2.4.   Parts Replacement
2.2.5.   Hardware Maintenance
2.2.6.   Capacity Planning (Disk, CPU, Memory)
2.2.7.   BIOS Upgrades
2.2.8.   Availability Reporting
2.2.9.   Scheduled Maintenance Notification
2.2.10.Incident Reporting
2.2.11.Managed Vendor Relationships
2.3.      Server Operating System Services
2.3.1.   Define Server SOE (Standard Operating Environment)
2.3.2.   Perform Operating System Install
2.3.3.   Configure Operating System
2.3.3.1.  Define Disk Partitions
2.3.3.2.  Define Groups /  PermissionsExcluding administrative user for BP access.
2.3.3.3.  Define Users and PermissionsExcluding administrative user for BP access.
2.3.3.4.  Install Backup Agents
2.3.3.5.  Apply all security patchesIn consultation with the customer.
2.3.3.6.  IP Address Allocation
2.3.3.7.  Define (Operating) System Backup ProcedureIn consultation with the customer.
2.3.3.8.  Define Operating System Monitoring RequirementsIn consultation with the customer.
2.3.3.9.  Configure Operating System Monitoring
2.3.3.10.  Operating System Documentation
2.3.4.   Performance TuningO/S-level only.
2.3.5.   PatchingIn consultation with the customer.
2.3.6.   Service PacksIn consultation with the customer.
2.3.7.   Version UpgradesIn consultation with the customer.
2.3.8.   Monitoring and Logging (CPU, Disk Space, Memory, Paging, Disk Read/Writes etc)
2.3.9.    Availability Reporting
2.3.10.Backup
2.3.11.System Restores
2.3.12.User and Group Management
2.3.13.Security Policy Management
2.3.14.System Reboot
2.3.15.Scheduled Maintenance Notification
2.3.16.Incident Reporting
2.3.17.Provide Operating System Licensing
2.3.18.First Point of Contact for Problem/Change
2.3.19.Operation System Change Management
2.3.20.Log Job
2.3.20.1.  Take Ownership of Job
2.3.21.      Operating System Problem Resolution
2.3.21.1.  Log Job
2.3.21.2.  Take Ownership of Job
2.3.22.      Server hardeningO/S-level only.
2.4.      Server Application ServicesPro-actively throughout the life of the contract
2.4.1.  Define Application Standard Installation
2.4.2.  Perform Application System Install
2.4.3.  Configure ApplicationServices may be provided in consultation with the customer
2.4.3.1.  Define Application Disk PartitionsServices may be provided in consultation with the customer
2.4.3.2.  Define Application Groups /  PermissionsServices may be provided in consultation with the customer
2.4.3.3.  Define Application Users and PermissionsServices may be provided in consultation with the customer
2.4.3.4.  Install Application Backup AgentsIn consultation with the customer.
2.4.3.5.  Apply all Application specific security patchesServices may be provided in consultation with the customer
2.4.3.6.  Define Application Backup ProcedureServices may be provided in consultation with the customer
2.4.3.7.  Define Application System Monitoring RequirementsServices may be provided in consultation with the customer
2.4.3.8.  Configure Application System MonitoringAs defined by Bulletproof Support™ for AWS Application Monitoring services.
2.4.3.9.  Application System Documentation
2.4.4.     Application Performance TuningServices may be provided in consultation with the customer
2.4.5.     Application Patching
2.4.6.     Version Upgrades
2.4.7.     Application monitoring and Logging (CPU, Disk Space, Memory, Paging, Disk Read/Writes etc)
2.4.8.     Application Availability Reporting
2.4.9.     Application BackupIn consultation with the customer.
2.4.10.   Application RestoresRestoration of Application Data.
2.4.11.   Application User and Group Management
2.4.12.   Application Security Policy Management
2.4.13.   Application System RestartIn consultation with the customer as part of triage.
2.4.14.   Scheduled Application Maintenance Notification
2.4.15.   Application Incident Reporting
2.4.16.   Random Application Configuration Changes
2.4.17.   Provide Application System Licensing
2.4.18.   Application Instance Creation
2.4.19.   Application Performance Tuning & Reporting
2.4.20.   Configure Application System Backup ProcedureIn consultation with the customer.
2.4.21.   Configure Database Local Backup ProcedurePlease see Section 3
2.4.22.   Configure Database Remote Backup ProcedurePlease see Section 3
2.4.23.   Configure Third Party Application Procedure
2.4.24.   Define Third Party Application Monitoring Requirements
2.4.25.   Configure Third Party Application MonitoringIn consultation with the customer.
2.4.26.   Application System Change Management
2.4.26.1.  Log Job
2.4.26.2.  Take Ownership of Job
2.4.27.   Application System Problem Resolution
2.4.27.1.  Log Job
2.4.27.2.  Take Ownership of Job
2.4.28.   Virus Protection Services

 

3. Database Services

TaskBPAWSCustomerComments
3.1.      Database Management (DBM)
3.1.1.  Service Installation
3.1.2.  Base Configuration
3.1.3.  Filesystem Setup
3.1.4.  Database Replication (MMM/MySQL)If required
3.1.5.  Cluster Setup (MMM/MySQL, MS SQL)If required
3.1.6.  Cluster OperationIf required
3.1.7.  Cluster Service AvailabilityIf required
3.1.8.  System-level User Access
3.1.9.  Monitoring, Alerting & Proactive Response to DB & Cluster Services Faults
3.1.10.  Performance Monitoring
3.2.      Database Backup & Restoration
3.2.1.  File-level Backup (Percona MySQL, MySQL, MS SQL)
3.2.2.  Creation of file-level dump (Percona MySQL)
3.2.3.  Creation of file-level dump (MySQL, MS SQL)Can be provided via partner if required
3.2.4.  Agent-based DB backup (MS SQL)Potentially could be provided on consultation with customer
3.2.5.  File-level data restore
3.2.6.  DB restoration from files
3.2.7.  In-place DB restoration (MS SQL)
3.2.8.  Backup success monitoring
3.3.      Database Administration (DBA)
3.3.1.  Database DesignCan be provided via partner on request
3.3.2.  DB-level User AccessCan be provided via partner on request
3.3.3.  DB & Table ManipulationCan be provided via partner on request
3.3.4.  Loading DataCan be provided via partner on request
3.3.5.  Optimisation & TuningCan be provided via partner on request
3.3.6.  Size & Growth ForecastingCan be provided via partner on request
3.3.7.  Log Truncation & DB Size ManagementCan be provided via partner on request

 

4. Network Services

TaskBPAWSCustomerComments
4.1.      Networks Hardware Services
4.1.1.  Supply network equipment (Routers, Switches, etc)
4.1.2.  Supply KVM SystemN/AN/AN/AIf Physical servers in use, RDP is used. Physical KVM can be sourced if required.
4.1.3.  Network Hardware Ordering
4.1.4.  Network Hardware Rack mount
4.1.5.  Connect Network Hardware to existing Local Network
4.1.6.  Network Hardware Parts Replacement
4.1.7.  Networks Hardware Maintenance
4.1.8.  Network Capacity Planning (Ports, Device Capacity, Device Type, etc)
4.1.9.  Network Hardware Upgrades
4.1.10.   Network Hardware Scheduled Maintenance Notification
4.1.11.   Manage Vendor Relationships
4.2.      Network Monitoring
4.2.1.  Monitor Internet and network connectivity
4.2.2.  Monitor all core network equipment
4.2.3.  Monitor all switches below the core routers
4.2.4.  Monitor all routers below the core routers
4.2.5.  Monitor KVM SystemN/AN/AN/APlease see point 4.1.2 above.
4.2.6.  Hardware Monitoring
4.3.      Network Management Services
4.3.1.  Manage Access Control Lists on network infrastructure
4.3.2.  Manage all network equipment
4.3.3.  Manage KVM SystemN/AN/AN/APlease see point 4.1.2 above.
4.3.4.  First Point of Contact for Problem/Change
4.3.5.  Change Management
4.3.5.1.  Log Job
4.3.5.2.  Take Ownership of Job
4.3.6.  Problem Resolution
4.3.6.1.  Log Job
4.3.6.2.  Take Ownership of Job
4.4.      General Network Services
4.4.1.  Traffic Accounting
4.4.2.  Traffic Reporting
4.4.3.  Scheduled Maintenance Notification
4.4.4.  Incident Reporting
4.4.5.  Provide connectivity to the Internet
4.4.6.  Licensing (e.g. Cisco IOS)
4.4.7.  Managed DNS Services
4.4.8.  VPN Services
4.4.9.  Reverse Proxying
4.4.10.   Intrusion Detection / WAF Services
4.4.11.   SSL Offloading
4.4.12.   Load Balancing
4.4.13.   Access Control Lists (ACL’s)