RASCI Customer - Anywhere365 for Operation Support

Introduction

This document details the way of working for Operational Support between Workstreampeople (WSP)and the Customer of Workstreampeople using the Anywhere365 application.

 

Responsibility summary

Workstreampeople

Responsible for providing the Anywhere365 application with functionality described in the documentation on GoLive!. If the application is hosted by WSP from their Dialogue Cloud, WSP is also responsible for providing and maintaining the underlying hosting platform, within the agreed upon capacities. In addition, WSP is responsible for the following items:

  • Level 2/3 support including 24x7 for Premium Plus Support customers

  • Root Cause Analyses (RCA) after Priority 1 incidents solely caused by a malfunction of an Anywhere365 component

  • Training of Customers (when purchased)

  • Portal to log and track cases (https://supportdesk.workstreampeople.com/)

  • On-line documentation (https://golive.anywhere365.io/)

  • Anywhere365 Dialogue Cloud specific

  • On-premises specific

    • Initial deployment of Anywhere365 on the infrastructure of the customer (if purchased)

    • Publish new versions and maintenance updates and provide access to these updates.

 

Customer

Operating the Anywhere365 application with qualified and trained staff. For cloud deployment this includes the Office365 / Azure tenant, SIPThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. trunk, SBC and the interfacing with the entry points of Anywhere365 (where applicable).

  • Helpdesk offering L1 support to Anywhere365 users, including 24x7 if a Premium Plus Support contract is in place.

  • Skilled staff for Anywhere365 Level 1 support of at least 2 persons

  • Providing the e-mail address and phone number of this staff to WSP so they will be authorized to submit cases

  • Submitting cases, which have been validated that the issue is highly likely to be attributable to Anywhere365, to WSP using the Portal the according to guidelines

  • If Premium Plus support has been purchased; calling the 24x7 support number, provided by WSP after submitting a Priority 1 case using the Portal

  • Root Cause Analyses (RCA) after Priority 1 incidents due to causes other than the Anywhere365 application

  • Support the resolution of the case in a timely manner

  • Provide WSP Level 2/3 support engineers access to systems and infrastructure when needed to resolve the incident case

  • Configuration and functional management of Anywhere365

  • On-premises specific

    • Infrastructure on which Anywhere365 is running

    • Upgrades to assure Anywhere365 is supported according to Anywhere365 Support End of Life Policy as published on the support portal.

 

RASCI table

Task & Involved party

Anywhere365

Customer Anywhere365 support

End-users of Anywhere365

Prime contact for end-users of Anywhere365

 

A,R

 

Submitting case to Workstreampeople according to guidelines

 

A,R

 

L2-3 Support Anywhere365

A,R

S,C,I

 

Root Cause Analyses (RCA) P1 incidents caused by Anywhere365

A,R

S,C,I

 

Root Cause Analyses (RCA) P1 incidents with other causes

S,C,I

A,R

 

Change request from end-user

C,S

A,R

C,I

Trained staff to support end-users

C,S

A,R

 

Providing Anywhere365 training

A,R

S,I

 

Dialogue Cloud deployment specific

Provide the Anywhere365 tenant

A,R

I

 

Configuring the Anywhere365 tenant

C

A,R

C,I

Troubleshooting interfacing

R,S

A,R

 

Connections into Anywhere365 tenant

S,C

A,R

 

Entry points of Anywhere365 tenant

A,R

S

 

Monitoring and maintenance of Anywhere365

A,R

I

 

On-premises deployment specific

Infrastructure on which Anywhere365 is running

C

A,R

 

Initial installation of Anywhere365 on the infrastructure

A,R

S

 

Upgrades to assure Anywhere365 is supported according to Anywhere365 Support End of Life Policy

C

A,R

 

New versions and maintenance updates (via the Customer portal)

A,R

S

 

  • R: Responsible to execute the task
  • A: Accountable to ensure task is done
  • S: Supporting to execute the task
  • C: Consulted about execution of the task
  • I: Informed about execution of the task

 

Systems overview sample for Cloud scenario

  • Anywhere365 back-end

    Managed by Anywhere365

  • Office365 / Azure tenant

    Managed by customer

  • SBC (with Trunk attached)

    Managed by customer

 

Flow

Summary

  • Anywhere365 trained Level-1 support staff of the customers logs a fully detailed case, highly likely to be attributable to Anywhere365, in online support portal, that they have registered with, providing relevant information according to the guidelines.

  • Workstreampeople L2/L3 support operations engineers handle the case with assistance of the Customer.

  • Trained staff of the customer handles internal communication with end-users including closing of the incident or service request.