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

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