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mAzure Responsibility Matrix

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This Responsibility Matrix describes responsibilities that are included in your Agreement with Logicworks with respect to the mAzure 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, mAzure 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. mAzure Services. The following responsibilities in this Section 1 of the Responsibility Matrix apply exclusively to mAzure 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 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 Configuration on Azure as specified in the applicable Service Order(s)

Perform

Install any necessary agents for the Configuration

Perform

Deploy the Configuration

Perform

Provide user keys and configure permissions for Client’s administrative user to access and use the Client’s Azure 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 Microsoft Azure and the terms of this Agreement

Perform

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

Perform

Inform Logicworks of any changes to the Configuration by Client or a third-party that may affect the Services

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) and within scope of the ongoing services. Upgrades and modifications may be subject to new Service Orders and fees.

Perform

Before going live, configure failover domains for all High Availability mAzure Applications within a region

Perform

Maintain redundancy sufficient to meet all Client Requirements

Perform

Monitoring and Response
Responsibility

Logicworks

Client

Monitor the availability of Azure 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

Perform

Perform

Implement monitoring and alerting tools for Application and Azure 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 mAzure Applications

Perform

Before going live, test failover for all High Availability mAzure Applications, including any and all Client-defined response procedures, for reliability and to ensure they are working properly in accordance with deliverables defined in a mutually agreed to Statement of Work or Project Implementation Document.

Perform

Perform

Implement successfully tested failover upon the occurrence of a detected failure of a redundant Azure Resource that a High Availability mAzure 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 mutually agreed upon 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 mAzure 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

Maintain sufficient resources to test security patches if impact assessment is required prior to installation on production environment

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 Azure 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 Azure 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

Backups
Responsibility

Logicworks

Client

Schedule a daily Azure backup of Client-specified Servers

Perform

Begin restore of virtual machine from Azure backup within 1 hour of NOC’s receipt of a written request from Client through Logicworks’ ticketing system

Perform

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

Perform

Define backup retention for virtual machines and provide definition to Logicworks in writing

Perform

Notify Logicworks in a ticket on new addition of attached disks 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 as mutually agreed to on a Statement of Work or Project Implementation Document on the Servers specified in the Configuration

Perform

Assist Client in configuring data replication for High Availability mAzure Database Applications.

Perform

Specify, in writing, all custom failover procedures that Logicworks will follow if a redundant Azure Resource that is configured for high availability fails

Perform

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

Perform

Before going live, test failover for all High Availability mAzure Applications, including any and all Client-defined response procedures, for reliability and to ensure they are working properly in accordance with deliverables defined in a mutually agreed to Statement of Work or Project Implementation Document.

Perform

Perform

Upon receipt of a written request from Client, provide assistance with the configuration of specified automated failover procedures for High Availability mAzure Applications within a region and within scope of the ongoing services. Modifications may be subject to new Service Orders and fees.

Perform

Before going live, test all automated failover procedures for High Availability mAzure Applications within a region

Perform

Upon written request, assist Client in developing documented failover procedures for redundant Azure Resources that require manual failover

Perform

Test documented failover procedures for redundant Azure Resources that require manual failover prior to going live (making Client applications available to end users)

Perform

Before going live, develop and provide Logicworks with a full and accurate written description of all manual failover procedures for High Availability mAzure Applications that require manual failover

Perform

Upon receipt of a written request from Client, provide assistance with the development of written manual failover procedures for High Availability mAzure Applications that require manual failover

Perform

Before going live, test all manual failover procedures for High Availability mAzure Applications that require manual failover

Perform

Notify Logicworks of any changes made to the Configuration (e.g., the addition of virtual machines 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

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 AZURE RESOURCES. Logicworks assumes no responsibility or obligations with respect to Client’s use of any Unmanaged Azure Resources, which are Azure Resources that are not identified by instance on a Service Order.