RASCI Partner - Anywhere365 for Operation Support

Introduction

This document details the way of working for Operational Support between Workstreampeople (WSP) and the Partner of Workstreampeople in providing the Anywhere365 application to customers.

 

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

  • Providing training for partners (first 2 persons are included in partner fee)

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

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

  • Anywhere365 Dialogue Cloud specific

  • On-premise specific

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

    • Publish new versions and maintenance updates (via the Partner portal) and provide access to these updates.

 

Partner of Workstreampeople

Providing an operational Anywhere365 application with qualified staff to the customer. 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 Level 1 support to customer, including 24x7 for Premium Plus Support customers

  • 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 to WSP using the Portal on behalf of the customer according to guidelines

  • If the customer has purchased Premium Plus support 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 of Anywhere365 and support the customer with functional management

  • On-premise at customer or hosted at partner for customer specific

    • Infrastructure on which Anywhere365 is running

    • Installation of Anywhere365 on the infrastructure

    • 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

Partner

Customer

Prime contact for customer

 

A,R

 

L1 Support Anywhere365

 

A,R

S,I

Submitting case to L2-3 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

S,C,I

Change request from customer

C

A,R

C,I

Trained staff to support customers

C

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

I

On-premise deployment specific

Infrastructure on which Anywhere365 is running

C

A,R

S,C,I

Installation of Anywhere365 on the infrastructure

C

A,R

S,C,I

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

C

A,R

S,C,I

New versions and maintenance updates (via the partner 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 partner

  • SBC (with Trunk attached)

    Managed by partner

 

Flow

Summary

  • Customer contacts Partner

  • Partners trained staff solves cases if possible, using resources like on-line documentation, test environment etc.

  • If not possible to resolve, and it has been determined that the issue is highly likely attributable to Anywhere365, trained staff logs a fully detailed case in online support portal, that they have (pre)registered with, providing relevant information according to the guidelines.

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

  • Partner handles communication with the customer including closing of the incident or the service request.