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mAWS Responsibility Matrix

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This 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.

  1. 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

Ensure that the Configuration, as specified, is sufficient to meet all Client Requirements

Perform

Set up the CAS (as defined in the mAWS Service Terms and Conditions) specified in the Service Order of the Configuration

Perform

Install any necessary agents for the CAS

Perform

Deploy the 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

Provide Client with the use of the Configuration subject to its availability from Amazon

Perform

Inform Client of any changes to the CAS by Logicworks that may affect Client’s use of the CAS

Perform

Inform Logicworks of any changes to the CAS by Client or a third-party that may affect Logicworks’ use of the CAS

Perform

Execute upgrades or modifications to the Configuration as requested in a ticket that is submitted to Logicworks by Client through Logicworks’ ticketing system (e.g., LogicOps or a successor 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

Before going live, provide an accurate and complete written description of all of the desired monitoring and alerting thresholds for the Configuration and the related notification and response procedures

Perform

Before going live, set up monitoring and alerting tools made available by Logicworks and purchased by Client and test them for reliability and to ensure that they are working properly. Work collaboratively to achieve mutually agreeable functionality of monitors.

Perform

Perform

Implement monitoring and alerting tools for Application and AWS Resource health and availability that are successfully tested for reliability and functionality

Perform

Before going live, provide an accurate and complete description of all Client-defined response and failover procedures for High Availability mAWS Applications

Perform

Before going live, test failover for all High Availability mAWS Applications, including any and all Client-defined response procedures, for reliability and to ensure they are working properly

Perform

Perform

Implement successfully tested failover upon the occurrence of a detected failure of a redundant AWS Resource that a High Availability mAWS Application is deployed on

Perform

Provide up-to-date contact information via LogicOps 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 mAWS Application Downtime

Perform

Security and Patching of EC2 Instances
Responsibility

Logicworks

Client

Apply quarterly security patches through planned maintenance with 24 hours’ notice

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

Follow generally accepted security practices for the administration of AWS Resources

Perform

Administration and Support
Responsibility

Logicworks

Client

Provide 24x7x365 Network Operations Center support via telephone, Web and email

Perform

Provide emergency (e.g., application down) support 24x7x365

Perform

Provide systems, network, and security administration, which is limited to the following: (1) operating system installation, maintenance and upgrading; (2) responding to tickets submitted through Logicworks’ then-current ticketing system and monitoring alerts; (3) performing routine network administration and maintenance; (4) systems database administration for databases that are deployed entirely on managed AWS Resources to assist with high availability; and (6) maintaining the LogicOps Client portal, or a similar ticketing system

Perform

Request off-peak, non-emergency maintenance 48 hours in advance

Perform

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

Schedule a daily snapshot backup of Client-specified Servers

Perform

Restore EBS volume from snapshot within 1 hour of receipt of written request from Client through Logicworks’ ticketing system

Perform

Manually re-attempt backups within 24 hours of receiving backup failure alert

Perform

Define snapshot retention for EBS volumes and provide definition to Logicworks in writing

Perform

Notify Logicworks of any additional volumes that may affect backups

Perform

Configure custom backups for data contained in files held open by the operating system, including database files

Perform

Test backups to ensure quality and success

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 each application on the Servers specified in the Build Order

Perform

Assist Client in configuring data replication for High Availability mAWS 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 mAWS Applications

Perform

Before going live, configure automated failovers for all High Availability mAWS Applications specified in a Build Order within a Region

Perform

Before going live, test failover for all High Availability mAWS 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 mAWS Applications specified on a Build Order with a Remote Failover Solution

Perform

Before going live, test all automated procedures for failing all HA mAWS 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 mAWS Applications that do not have an automated failover capacity

Perform

Upon written request, assist Client in developing manual failover procedures for High Availability mAWS Applications that do not have an automated failover capacity

Perform

Test written manual failover procedures for High Availability mAWS Applications that do not have an automated failover capacity prior to going live (making Client Applications available to end users). Work collaboratively to achieve mutually agreeable functionality.

Perform

Perform

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 mAWS 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

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 (e.g., changing the Servers on which an application runs or integrating an additional Server into the active hosting architecture) within 24 hours of making that change

Perform

  1. 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).