KB0063658
Responsibility model for the product Managed Email Server on Mutualized Infrastructure (EN)
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26.06.2024 
Web / Microsoft Hosted Exchange
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The RACI below details shared responsibilities between OVHcloud and the customer for the product Managed Email Server on Mutualized Infrastructure which is called Private Exchange service 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 and configure a domain name and has to own a domain for which an SSL certificate will be delivered before service subscription | RA | I |
| Define the version of Exchange and the virtual private server 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 requested number of mailboxes that needs additional configuration by the client | I | RA |
2.2. Reversibility model
| Activity | Customer | OVHcloud |
|---|---|---|
| Choose a migrator 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, integrity of data hosted on the service | RA | |
| Manage network accessibility and data availability on the hosted service following OVHcloud SLA | 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 the private server following access control policy defined | RA | I |
| 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 in operational and security condition the Exchange service | 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 service | I | RA |
| Notify incidents on the Exchange service with 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 |
4. Reverting
4.1. Reversibility model
| Activity | Customer | OVHcloud |
|---|---|---|
| Choose a migrator tool to export email accounts from old infrastructure | RA | |
| Choose the format of extraction file following 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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Partilha de responsabilidades - Nutanix on OVHcloud (EN)
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