KB0063908
Responsibility model for the product Managed Dedicated E-mail Infrastructure (EN)
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10.07.2024 
Web / Microsoft Hosted Exchange
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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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