--- title: "Responsibility model for the product Managed Dedicated E-mail Infrastructure (EN)" description: "Shared responsibilities between OVHcloud and the customer" url: https://docs.ovhcloud.com/de/guides/web-cloud/email-and-collaborative-solutions/microsoft-exchange/raci-dedicated-email-infrastructure lang: de lastUpdated: 2024-07-10 --- # Responsibility model for the product Managed Dedicated E-mail Infrastructure (EN) The RACI below details shared responsibilities between OVHcloud and the customer for the product Managed Dedicated E-mail Infrastructure which is called Trusted Exchange offer on OVHcloud. This shared model can help relieve the customer’s operational burden. ## RACI definition | Roles | | ----------------------------------------------------------- | | R: Is in charge of carrying out the process | | A: Accountable for the successful completion of the process | | C: Is consulted during the process | | I: Is informed of the results of the process | ### 1. Before subscription #### 1.1. Specify service as needed | **Activity** | **Customer** | **OVHcloud** | | --------------------------------------------------------------------------------------------------------------------------------- | ------------ | ------------ | | Learn about capabilities and limitations of the service (documentation, T\&C) | RA | I | | Define resiliency level of the product before subscription | RA | I | | Define and configure a domain name and owning a domain for which an SSL certificate will be delivered before service subscription | RA | I | | Define the version of Exchange and the dedicated infrastructure in support of the service | | RA | | Host the service in EU | | RA | ### 2. Service availability #### 2.1. Install service | **Activity** | **Customer** | **OVHcloud** | | ----------------------------------------------------------------------------------------------------------------------- | ------------ | ------------ | | Install, configure and deliver functional bricks of the service | I | RA | | Provide service licences and SSL certificate | CI | RA | | Configure SSL certificate following delivery by OVHcloud | A | R | | Deliver a preconfigured service with the requested number of mailboxes that need additional configuration by the client | I | RA | #### 2.2. Reversibility model | **Activity** | **Customer** | **OVHcloud** | | --------------------------------------------------------------------- | ------------ | ------------ | | Choose a migration tool to import email accounts from another service | RA | | #### 2.3. Customer Information System setup | **Activity** | **Customer** | **OVHcloud** | | ------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------ | ------------ | | Customize the service following business needs (domain alerts, quota of accounts, number of accounts, aliases management, define password policy, mail flows, etc.) | RA | I | ### 3. Service usage #### 3.1. Operations ##### **3.1.1. Daily operations** | **Activity** | **Customer** | **OVHcloud** | | ----------------------------------------------------------------------------------------------- | ------------ | ------------ | | Manage confidentiality and integrity of data hosted on the service | RA | | | Manage network accessibility and data availability on the hosted service following OVHcloud SLA | | RA | | Manage security risks on the service | | RA | | Manage risks of the client software being used (Outlook, Thunderbird, etc.) | RA | | | Administrate the service infrastructure (servers, OS, antivirus, storage) | | RA | | Administrate domain, mailboxes, distribution groups, a send connector, etc. | RA | IR | | Manage backups on the service | | RA | | Perform (as an option) a backup of mailboxes using a third-party software | RA | I | ##### **3.1.2. Access management** | **Activity** | **Customer** | **OVHcloud** | | --------------------------------------------------------------------------------------------------------------------------- | ------------ | ------------ | | Manage access to the OVHcloud Control Panel and to the dedicated infrastructure following the defined access control policy | RA | I | | Define and implement security protocols on the service (IMAP, POP, MAPI, EWS, SMTP) and security associated | I | RA | | Restrict use of security protocols following business needs (IMAP, POP, MAPI, EWS, SMTP) and security associated | A | R | | Manage physical and logical access to infrastructures for OVHcloud teams | | RA | ##### **3.1.3. Monitoring** | **Activity** | **Customer** | **OVHcloud** | | ---------------------------------------------------------------------------------- | ------------ | ------------ | | Monitor and manage alerts for the functioning of systems in support of the service | I | RA | | Manage the quota on mailboxes | RA | | | Manage hardware sizing on the service | | RA | | Maintain logs generated by the service | | RA | ##### **3.1.4. Connectivity** | **Activity** | **Customer** | **OVHcloud** | | ------------------------------------------------------------------------------------------------------------------ | ------------ | ------------ | | Manage IP addressing plan and network systems (architecture, protocols, network traffic and access to the service) | | RA | | Filter network flows | RA | | ##### **3.1.5. Management** | **Activity** | **Customer** | **OVHcloud** | | ------------------------------------------------------------------- | ------------ | ------------ | | Provide inventory of the service used | I | RA | | Maintain the Exchange service in operational and security condition | I | RA | | Renew SSL certificate | A | R | ##### **3.1.6. Business continuity** | **Activity** | **Customer** | **OVHcloud** | | ------------------------------------------------------------------------------------ | ------------ | ------------ | | Define and maintain a business continuity and recovery plan following business needs | | RA | #### 3.2. Event management ##### **3.2.1. Incidents** | **Activity** | **Customer** | **OVHcloud** | | ---------------------------------------------------------------- | ------------ | ------------ | | Notify, qualify, and manage incidents on the Exchange service | I | RA | | Notify incidents on the Exchange service with a ticketing system | RA | I | | Realize backup recovery | I | RA | ##### **3.2.2. Changes** | **Activity** | **Customer** | **OVHcloud** | | ---------------------------------------------------------------------------------------------- | ------------ | ------------ | | Plan and deploy updates and patches on the service, OS, and software in support of the service | | RA | | Replace deficient hardware in support of the service | | RA | | Add and delete hardware and software configuration on the Exchange service | | RA | ### 4. Reverting #### 4.1. Reversibility model | **Activity** | **Customer** | **OVHcloud** | | ------------------------------------------------------------------------------------- | ------------ | ------------ | | Choose a migration tool to export email accounts from the old infrastructure | RA | | | Choose the format of extraction file according to the software used for the migration | RA | | #### 4.2. Data recovery | **Activity** | **Customer** | **OVHcloud** | | ------------------------------------ | ------------ | ------------ | | Define and plan reversion operations | RA | I | ### 5. End of service #### 5.1. Configuration deletion | **Activity** | **Customer** | **OVHcloud** | | ---------------------------------------------------------------------- | ------------ | ------------ | | Delete configurations at end of service following contract termination | I | RA | #### 5.2. Data deletion | **Activity** | **Customer** | **OVHcloud** | | --------------------- | ------------ | ------------ | | Destroy client's data | I | RA | ## Go further All our Microsoft collaborative solutions documentation Join our [community of users](https://community.ovhcloud.com/community/en).