Roles and Responsibilities Matrix for Episerver Services

Released: Jan 26 2018

1. RACI for Episerver Services

This Roles and Responsibility Matrix represents roles and responsibilities of Episerver Services. Document will be updated during the service operation. Service processes are based on ITIL and task responsibilities are presented with following:

R = Responsible

A = Accountable

C = Consulted

I = Informed

2. Supported Services

2.1 The Software Services supported are:

Service

 

Episerver Digital Experience Cloud Service

Digital Marketing

Commerce

Episerver Find Service

 

Episerver Social Service

 

Episerver Campaign Service

 

Episerver Personalization Services

Episerver Perform

Episerver Reach

Episerver Personalized Find

Episerver Insight Service

 

2.2 The Managed Services supported are:

Service

 

Episerver Managed Services

Everweb Hosting

Ektron Hosting

3. Definitions

 

Name

Definition

3.1

A = Accountable

The one ultimately answerable for the correct and thorough completion of the deliverable or task, and the one who delegates the work to those responsible. There can only be one Accountable so in tasks in Matrix below where 2 Accountables can be found the ultimately answerable must be defined in a separate agreement between those parties.

3.2

Application

An application program (app or Application for short) is a computer program designed to perform a group of coordinated functions, tasks, or activities for the benefit of the user.

3.3

C = Consulted

(Reviews) - Those whose opinions are sought. Two-way communication.

3.4

Designee

Customer’s Affiliates’ employees, consultants, contractors or agents who are authorized to work the Service and have been supplied a user identification and password by Customer (or by Episerver at Customer’s request).

3.5

Incident

Any event which is not part of the standard operation of the Service and which causes or may reasonably be expected to cause, an interruption to, or a reduction in the quality of, the Service. Incidents have four (4) levels of prioritization depending on the severity and urgency related to the Service.

3.6

I = Informed

Those who are kept up-to-date on progress (often only on completion of the task or deliverable). One-way communication.

3.7

Problem

The unknown root cause of one or more incidents.

3.8

R = Responsible

(Creates) - These people are the “doers” of the work. They must complete the task or objective or make the decision. There can be multiple resources responsible.

3.9

Service Request

Is defined as industry standard tasks that periodically arise with Customer’s use of the Service(s), which relate to an agreed lead time between Customer and Episerver (“Service Request”).  Example of Service Requests include, but are not limited to, changes in Episerver Software Platform(s) configuration, deployment of new or edited code, and change of password.  Service Requests are handled by Episerver Service Desk at the commencement of the Order(s).

 

4. RACI Matrix

Service desk and system support

Designee

Customer

Episerver

Additional information / Notes

Create support ticket

R, A, I

R, A

 

Designee need approval from Customer towards Episerver contact. R, A is an agreement between Customer and Designee in case a Designee is involved

Customer User support

 C

R, A

-

 

Customer end user support

 C

R, A

   

Applications support

R, A

-

-

Key users contact Designee Service Desk (tel., ticketing system, email), Key User support may be channeled via Customer Service Desk

Note: Episerver offers Application Support for Key Technical contacts developing on Episerver

Service operation

       

Incident management

Designee

Customer

Episerver

Additional information / Notes

Resolve an Incident (service interruption)

C

I

R, A

 

Incident logging and categorization.

C

I

R, A

 

Incident reporting.

C

I

R, A

 

Problem management

Designee

Customer

Episerver

Additional information / Notes

Troubleshooting of custom Episerver application implementation.

R, A

C

C

Designee or the Customer’s own developers are responsible for troubleshooting the specific application implementation. Episerver can provide detailed logs or temporary access to environments.

Resolving of software bugs in custom implementation application.

R, A

C

I

 

Reporting of bugs in Episerver software.

R, A

C

I

 

Resolving bugs in Episerver software.

C

I

R, A

 

Root cause analysis (RCA) of software issues based on Customized code.

R, A

C

I

 

Root cause analysis (RCA) of software issues in Episerver source code.

C

I

R, A

 

Root cause analysis (RCA) of platform issues.

C

I

R, A

 

Change management

Designee

Customer

Episerver

Additional information / Notes

Request deployment of new application from Integration to Pre-Production

R, A

C

I

 

Request deployment of new application version from Pre-Production to Production

R, A

C

I

 

Requests to make configuration changes to the Integration environment.

R, A

C

I

 

Requests to make configuration changes to the Pre-Production environment.

R, A

C

I

 

Requests to make configuration changes to the Production environment.

R, A

C

I

 

Perform deployment of new application from Development environment to Integration

R, A

C

I

 

Perform deployment of new application from Integration to Pre-Production

C

I

R, A

 

Perform deployment of new application from Pre-Production to Production

C

I

R, A

 

Restore backups to production and pre-production environments.

C

I

R, A

 

Capacity management

Designee

Customer

Episerver

Additional information / Notes

Inform of planned temporary increases in traffic such as campaigns or load tests

R

R, A

I

 

Capacity management and monitoring in production environment

-

-

R, A

Scaling is performed without notification based on need for solution

Capacity management and monitoring in pre-production environment

-

-

R, A

 

Application management

Designee

Customer

Episerver

 

Custom implementation of Episerver software to fit Customer needs

R, A

C

-

 

Episerver version upgrades / patches / security updates to the development environment and deployment to the integration environment

R, A

C

-

 

Database optimization and tuning for the application.

R, A

 

C, I

 

User permission management in Episerver software.

C

R, A

-

 

Functional components built on the Episerver CMS platform

R, A

R, A

I

R, A is an agreement between Customer and Designee in case a Designee is involved

Episerver source code fixes and security updates

     

Episerver releases through nuget feed for Designee to adapt

Proposing new features or changes

C, R

C, R, A

--

 

Proposing new CMS versions

I

I

R, A

Based on Episerver latest release notes

Processing application change requests

R, A

I

-

Evaluating, designing, planning

Launching new  Episerver versions

I

I

R, A

 

Developing and deploying new features or changes to the development environment and to the integration environment

R, A

I

I

 

Testing application changes (new features, changes, new CMS versions) in the development environment

R, A

I

-

 

UAT Testing application changes (new features, changes, new CMS versions) in the integrations environment

C

R, A

I

 

Accepting application changes (new features, changes, new CMS version) before deployment to production environment

I

R, A

I

 

Requesting new features, changes or CMS versions deployment to the production environment

R, A

C

I

 

Deploying new features, changes or CMS versions to the production environment

C

I

R, A

 

Customer services change log documentation

R, A

I

-

 

Episerver release notes

I

I

R,A

 

Informing End users of new features and CMS versions

C

R, A

-

 

Application maintenance specific: Provide corrective maintenance: repair errors or defects in the production system, including related analysis, development and test phases

R, A

I

I

The repair of defects, not identified during the warranty period, to enable Applications that are in production to provide the required functionality and meet service levels.

Application maintenance specific: Provide application preventive maintenance when it is mandatory to insure the application functioning according to the agreed SLA

R, A

I

I

Preventative maintenance covers events, which if not addressed proactively, could impact Applications in production and deteriorate the level of service as described in the SLAs

Application maintenance specific: Provide perfective maintenance for the application and all software and middleware layers within the Episerver’s responsibility, needed to run the application.

R, A

I

R

Perfective Maintenance activities ensure that Applications operate at peak efficiency.

Application maintenance specific: Provide adaptive maintenance for the application and all software and middleware layers within the Suppliers’ responsibility, needed to run the application.

R, A

I

I

Adaptive Maintenance activities ensure that Application performance is not affected by changes to interfacing Applications, new Applications and or packages and technical environment changes, which if not addressed proactively, could impact Applications in production.

Application operation

Designee

Customer

Episerver

 

Episerver application configuration (web.config) for all environments

R, A

I

I, C

Any configuration relating to the behaviour of the application such as web.config, cache settings or other configuration files required for the application to function as intended.

Platform operations

Designee

Customer

Episerver

 

Antivirus service management and monitoring

C

I

R, A

 

Operating system management and security updates

   

R, A

This is done by Microsoft in an underlying layer without notification

Perform database management and WebApp configuration with Episerver-services in the development environment and to the integration environment

R, A

-

I, C

 

Perform database management and WebApp configuration with Episerver services changes to the pre-production environment

C

I

R, A

 

Backup of WebApp and Database

   

R, A

 

Platform hosting specific: Provide corrective maintenance: repair errors or defects in the production system, including related analysis, development and test phases

I

I

R, A

 

Platform hosting specific: Provide application preventive maintenance when it is mandatory to insure the application functioning according to the agreed SLA

I

I

R, A

 

Platform hosting specific: Provide perfective maintenance for the application and all software and middleware layers within the Episerver’s responsibility, needed to run the application.

I

I

R, A

 

Platform hosting specific: Provide adaptive maintenance for the application and all software and middleware layers within the Suppliers’ responsibility, needed to run the application.

I

I

R, A

 

Service Review

Designee

Customer

Episerver

Additional information / Notes

Service follow-up meetings

R, A

I

-

 

Application Maintenance service SLA reporting

R, A

I

-

Report details to be agreed: Provide monthly service-level performance reports against each Service Level Agreement, including trends for each and summary view (see also support services) & Provide mutually agreed to report that capture service requests demands and measure of ability to satisfy demand

Platform hosting service SLA reporting

I

I

R, A

Episerver provides monthly platform performance reports to detail the services is performing against the SLA.

Application maintenance specific Support organization (support chains, escalation chains), rules, procedures and tools

R, A

I

I

 

Platform hosting specific: Support organization (support chains, escalation chains), rules, procedures and tools

I

I

R, A

 

Application maintenance specific Formalize and keep up-to-date the documents describing the support organization, procedures and tools

R, A

I

I

 

Platform hosting specific: Formalize and keep up-to-date the documents describing the support organization, procedures and tools

I

I

R, A