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0This Responsibility Matrix describes responsibilities that are included in your Agreement with Logicworks with respect to the mAWS Services and it identifies which party must perform them. The responsibilities described in this Responsibility Matrix are in addition to the other terms and conditions in your Agreement with Logicworks. Each party shall perform the responsibilities assigned to it in the applicable sections of this Responsibility Matrix. Capitalized terms that are not defined herein, including the term “Agreement,” have the meanings given them in the General Service Terms, mAWS Service Terms and Conditions, Hosting Agreement Summary, Acceptable Use Policy, Technical Policies, Service Order(s), and all other documents, exhibits, schedules and addenda that are incorporated therein by reference.
- mAWS Services. The following responsibilities in this Section 1 of the Responsibility Matrix apply exclusively to mAWS Services that are specified on a Service Order and purchased for a Committed Term.
| Provisioning | |||
| Responsibility |
Logicworks |
Client |
|
| Fully and accurately disclose to Logicworks in writing or through discovery meetings – all capacity, performance, security, regulatory, backup, high availability, disaster recovery (e.g., RPO and RTO), scalability and other needs for all applications, Content and other software and data that will be used with, stored on or transmitted to the Configuration (collectively, the “Client Requirements”) |
Perform |
||
| Collaboratively design the Configuration based on the Client Requirements |
Perform |
Perform |
|
| Verify that the Configuration, as specified, is sufficient to meet all Client Requirements |
Perform |
||
| Deploy the agreed upon Configuration |
Perform |
||
| Provide user keys and configure permissions for Client administrative user to access and use the Linked Account |
Perform |
||
| Securely maintain user keys for Client’s administrative user and any additional users |
|
Perform |
|
| Execute upgrades or modifications to the Configuration as requested in a ticket that is submitted to Logicworks by Client through Logicworks’ ticketing system |
Perform |
||
| Maintain redundancy sufficient to meet all Client Requirements |
|
Perform |
|
| Monitoring and Response | |||
| Responsibility |
Logicworks |
Client |
|
| Monitor the availability of AWS Resources 24x7x365 |
Perform |
||
| Acknowledge, investigate and notify Client of events identified |
Perform |
||
| Before going live, provide detailed guidelines of the desired monitoring and alerting thresholds and the related notification and response procedures |
Perform |
||
| Before going live, configure monitoring and alerting tools made available by Logicworks and purchased by Client and test them for reliability to ensure that they are working properly. Work collaboratively to achieve mutually agreeable functionality of monitors |
Perform |
Perform |
|
| Before going live, provide an accurate and complete description of all Client-defined response and failover procedures for High Availability cloud Applications |
Perform |
||
| Before going live, test failover for all High Availability cloud Applications, including any and all Client-defined response procedures, for reliability and to ensure they are working properly |
Perform |
Perform |
|
| Provide up-to-date contact information via our ticketing system for contact authorization, monitoring, alerting and response procedures, including an up-to-date contact distribution list with specific response and escalation instructions for complex contact protocols with numerous parties |
|
Perform |
|
| Notify Logicworks and other non-Logicworks authorized contacts of any maintenance or other activities that may result in monitoring alerts, including cloud Application Downtime |
Perform |
||
| Security and Patching of Servers | |||
| Responsibility |
Logicworks |
Client |
|
| Test security patches within the client’s infrastructure |
Perform |
||
| Schedule and apply security patches through planned maintenance |
Perform |
||
| Apply critical security updates (e.g., patches addressing vulnerabilities that allow remote root or Administrator exploits) through announced emergency maintenance |
Perform |
||
| Manage security groups and implement access changes as requested by authorized Client contact in writing |
Perform |
||
| Administration and Support | |||
| Responsibility |
Logicworks |
Client |
|
| Provide 24x7x365 Network Operations Center support, including emergencies (e.g., application down) via telephone, Web and email |
Perform |
||
| Provide a dedicated Service Delivery Manager |
Perform |
||
| Provide systems, network, and security administration, which is limited to the following: (1) operating system deployment, maintenance and upgrading; (2) responding to tickets submitted through Logicworks’ ticketing system and alert kiosk; (3) performing routine network administration and maintenance; (4) systems database administration for databases that are deployed entirely on managed cloud Resources to assist with high availability; and (5) maintaining the ticketing system |
Perform |
||
| Support and troubleshooting of the Operating System |
Perform |
|
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| Support and troubleshooting of the Client’s Infrastructure |
Perform |
|
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| Support and troubleshooting of Client’s application |
Perform |
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| Request non-emergency (non-production impacting) maintenance 48 hours in advance |
Perform |
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| Develop, maintain and support all Client applications and other Content, including application components and all required Configuration parameters that need to be part of the deployment process |
Perform |
||
| Maintain the compatibility of all Client applications and other Content with O/S versions and version upgrades |
Perform |
||
| Backup and Restoration | |||
| Responsibility |
Logicworks |
Client |
|
| Implement a daily backup/snapshot policy for Client-specified Servers |
Perform |
||
| Define custom backup/snapshot policies per business requirements |
Perform |
||
| Customize backup/snapshot policies per client request |
Perform |
||
| Perform restores as requested by the Client from available backups/snapshots |
Perform |
|
|
| Managed Application, Database, and Storage Services | |||
| Responsibility |
Logicworks |
Client |
|
| Provide the requisite licensing information for all Client-owned applications, including all applications for which Client has independently obtained use or ownership rights |
Perform |
||
| Install desired application on the Servers |
|
Perform | |
| Assist Client in configuring data replication for High Availability cloud Applications |
Perform |
||
| Specify, in writing all custom failover procedures that Logicworks will follow if a resource that has one or more redundant resources configured in a high availability relationship with it fails |
Perform |
||
| Before going live, provide an accurate and complete description of all Client-defined response and failover procedures for High Availability cloud Applications |
Perform |
||
| Before going live, configure automated failovers for all High Availability cloud Applications specified in a Build Order within a Region |
Perform |
||
| Before going live, test failover for all High Availability cloud Applications, including any and all Client-defined response procedures, for reliability and to ensure they are working properly. Work collaboratively to achieve mutually agreeable functionality of failover |
Perform |
Perform |
|
| Before going live, configure automated failovers from the primary Region to the secondary Region for all cloud Applications specified on a Build Order with a Remote Failover Solution |
Perform |
||
| Before going live, test all automated procedures for failing all HA cloud Applications with a Remote Failover Solution over to a secondary Region. Work collaboratively to achieve mutually agreeable functionality of Region to Region failover |
Perform
|
Perform |
|
| Before going live, develop and provide Logicworks with a full and accurate description of all manual failover procedures for High Availability cloud Applications that do not have an automated failover capacity |
Perform |
||
| Upon written request, assist Client in developing manual failover procedures for High Availability cloud Applications that do not have an automated failover capacity |
Perform |
Perform |
|
| Test written manual failover procedures for High Availability cloud Applications that do not have an automated failover capacity prior to going live (making Client Applications available to end users) |
Perform |
Perform |
|
| Work collaboratively to achieve mutually agreeable functionality |
|
||
| Before going live, develop and provide Logicworks with a full and accurate description of all manual failover procedures for Remote Failover Solutions that do not have an automated failover capacity |
Perform |
||
| Upon receipt of a written request from Client, provide assistance with the development of specified manual failover procedures for Remote Failover Solutions that do not have an automated failover capacity |
Perform |
||
| Before going live, test all automated procedures for failing all High Availability cloud Applications with a Remote Failover Solution over to a secondary Region. Work collaboratively to achieve mutually agreeable functionality |
Perform |
Perform |
|
| Notify Logicworks of any changes made by Client to the Configuration (e.g., the addition of a EBS volume or a new database on a database server) |
|
Perform |
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| Update and test all failover procedures affected by any change made to the Configuration prior to use of the modified portion of the Configuration in a live production environment. Work collaboratively to achieve mutually agreeable functionality |
Perform |
Perform |
|
| Notify Logicworks of any changes in the architecture of the Configuration that may impact high-availability or monitoring and response within 24 hours of making that change (e.g., changing the Servers on which an application runs or integrating an additional Server into the active hosting architecture) |
Perform |
||
- UNMANAGED VIRTUAL SERVERS AND AWS RESOURCES. Logicworks assumes no responsibility or obligations with respect to Client’s use of any Unmanaged AWS Resources (as defined in the mAWS Service Terms).