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Responsibility Matrix

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This Responsibility Matrix describes responsibilities that are included in your Agreement with Logicworks and it identifies which party must perform them. The responsibilities described in this Responsibility Matrix are not exhaustive, and they 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 Master Service Agreement, Cloud Service Agreement, Acceptable Use Policy, Tech Policies, Service Order, or any addendum there to.

1.     MANAGED SERVICES AND MANAGED SERVERS. The following responsibilities in this Section 1 of the Responsibility Matrix apply exclusively to managed physical servers, managed Virtual Servers, managed devices, and managed Services that are specified on a Service Order and purchased for a Committed Term under a Master Service Agreement. If your Master Service Agreement defines any of the Services we provide as “Managed Application Services”, all references to “Managed Services” in this Responsibility Matrix are deemed to be a reference to Managed Application Services with respect to you.

Facilities Logicworks Client
Provide Power, backup power, HVAC, 24×7 physical security, video surveillance, biometrics, fire suppression  Perform
Provide Internet access via multiple upstream providers with BGP  Perform
Maintain insurance for colocated equipment, if any  Perform
Provisioning Logicworks Client
Ensure that the Configuration, as specified, is sufficient to meet Client’s needs, including performance  Perform
Build the Configuration  Perform
Provide Client with the use of the Configuration  Perform
Execute upgrades or modifications to the Configuration as directed by Client  Perform
Comply with Logicworks Tech Policies regarding the deprecation of hardware and/or software  Perform
For every Eligible Application, maintain redundant hardware of equal specifications for all constituent servers and devices  Perform
Monitoring and Response Logicworks Client
Monitor the availability of servers and devices 24x7x365  Perform
Replace defective hardware within 1 hour of diagnosis by Logicworks  Perform
Before going live, set up health check tests, in conjunction with Logicworks, to determine application health and availability  Perform
Monitor for application health and availability pursuant to Client’s written instructions  Perform
Before going live, provide a detailed written description of all monitoring, alerting, notification and response procedures  Perform
Implement emergency failover procedures that are developed by Client and provided to Logicworks in writing upon the occurrence of a detected failure  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 that may result in application unavailability or system alerts  Perform
Security and Patching Logicworks Client
Apply critical security updates (e.g., patches addressing vulnerabilities that allow remote root or Administrator exploits) through announced emergency maintenance  Perform
Apply quarterly critical security patches through planned maintenance with 24 hours’ notice  Perform
Manage firewalls and implement access changes as requested by authorized client contact in writing  Perform
Maintain and follow security procedures as specified in Logicworks’ SAS70 Type II audit  Perform
Follow generally accepted security practices for the administration of Hosting Equipment  Perform
Administration and Support Logicworks Client
Provide 24x7x365 Network Operations Center support via telephone, Web and email  Perform
Provide emergency (i.e., application down) support 24x7x365  Perform
Provide systems, network, and security administration, which includes the following: (1) operating system installation, maintenance and upgrading; (2) responding to Trouble Tickets and alerts; (3) performing routine network administration and maintenance; (4) systems database administration to ensure high-availability; (5) replacing failed Hosting Equipment; and (6) maintaining a LogicOps client portal  Perform
Request off-peak, non-emergency maintenance 48 hours in advance  Perform
Develop, maintain and support all Client applications and Content, including tuning services upon which Client Applicaion is dependent (e.g. Apache)  Perform
Maintain the compatibility of all Client Applications and Content with O/S version and version upgrades  Perform
Backup and Restoration Logicworks Client
Schedule a daily backup of Client servers for data recovery  Perform
Copy and/or move data off-site on a weekly basis  Perform
Initializing restoration request within 1 hour of receipt  Perform
Manually re-attempt backups within 24 hours of receiving backup failure alert  Perform
Maintain sufficient committed backup storage space for a minimum of 2 restore points per server  Perform
Determine backup storage requirements on a per server basis based on days retention required  Perform
Notify Logicworks of all changes to a server that may affect backups, e.g., a change in partitions, etc.  Perform
Configure custom backups for data contained in files held open by the operating system, including database files  Perform
Managed Database and Storage Services 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 a minimum of two servers  Perform
Assist Client in configuring Managed Services, including data replication between servers  Perform
Specify, in writing, all custom failover procedures that Logicworks will follow if a component of High Availability Hardware fails  Perform
Upon written request, assist Client in configuring automated failover procedures for Managed Services which are capable of automatic failover  Perform
Upon written request, assist Client in developing manual failover procedures where Managed Services do not have  the capacity for an automatic failover  Perform
Test written failover procedures for all High Availability Hardware and all Virtual Servers, except for shared devices, prior going live (making   Client Applications available to end users)  Perform
Notify Logicworks of any changes made to the Configuration (e.g., the addition of a new partition on a storage server or a new database on a database server)  Perform
Test written failover procedures immediately after any changes are made to the Configuration  Perform
Notify Logicworks in writing of any changes in the architecture of Client’s Configuration that may impact high-availability or monitoring & response (e.g., changing the Servers on which an Applications runs or integrating an additional Server into the active hosting architecture) within 24 hours of making that change  Perform
Managed Template Service Logicworks Client
Provide an initial Virtual Server OS template that is eligible for management  Perform
Modify Virtual Server template for integration into Client’s Managed Services where applicable (e.g. managed database services)  Perform
Modify Virtual Server launched from an eligible template to work with Client Application and Content  Perform
Create template of Virtual Server that has been customized by Client upon receiving notification from Client by email or through LogicOps  Perform
Apply critical security updates (e.g., patches addressing vulnerabilities that allow remote root or Administrator exploits) to Client’s most current version of a Virtual Server Template through announced maintenance  Perform
Apply quarterly critical security patches to Client’s most current version of a Virtual Server Template through planned maintenance with forty-eight (48) hours’ notice  Perform
Notify Logicworks of the need to create a new or modified Virtual Server template that incorporates any changes made by Client  Perform
Arrange and conduct testing of each new or modified Virtual Server template with Logicworks to ensure correct functioning upon deployment  Perform
Deploy production Virtual Servers from tested Virtual Server templates as planned maintenance to be scheduled no less than 24 hours in advance  Perform
Store Virtual Server Templates for deployment  Perform
Specify number of versions of each Virtual Server template to be stored (Unless otherwise notified in writing, Logicworks will only store two prior versions  Perform
Notify Logicworks through LogicOps of any change in Client’s login password(s) and orally provide the new password to Logicworks  Perform
Notify Logicworks by email or through LogicOps of the existence of any external dependencies on API keys  Perform
  1. CLOUD INFRASTRUCTURE. The following responsibilities in this Section 2 of the Responsibility Matrix apply exclusively to the Cloud Services.
Facilities Logicworks Client
Provide Power, backup power, HVAC, 24×7 physical security, video surveillance, biometrics and fire suppression  Perform
Provide Internet access via multiple upstream providers with BGP  Perform
Infrastructure and Support Logicworks Client
Execute upgrades and maintenance to the Infrastructure  Perform
Provide 24x7x365 availability of Infrastructure, excluding maintenance windows  Perform
Monitor compute node and storage layer health  Perform
Notify clients of maintenance that may result in unavailability of the Infrastructure or Cloud Servers on a specific compute node  Perform
Confirm that high availability failovers execute properly in the event of isolated compute node failures  Perform
Provide online support through Logicworks’ Cloud Services Website, including documentation and forums  Perform
  1. UNMANAGED VIRTUAL SERVERS. The responsibilities in this Section 3 of the Responsibility Matrix apply exclusively to Cloud Services and to all other Virtual Servers that are not specified as managed in a separate Master Service Agreement signed by us.
Security Logicworks Client
Follow generally accepted practices for network security and server administration  Perform
Apply critical security updates for applications and operating systems on virtual machines  Perform
Virtual Machines and Client Content Logicworks Client
Ensure that necessary services start automatically upon a server reboot  Perform
Configure and manage backups and restoration of Virtual Machines through snapshots and/or create and maintain a current backup copy of all configurations and content outside of the Cloud Services  Perform
Configure and manage snapshots and utilize them for redeployment and restoration as necessary  Perform
Provide the requisite licensing information for all Client-owned Applications, including all Applications for which client has independently obtained use or ownership rights  Perform
Develop, maintain and support all Client Applications and Content  Perform
6 years ago