Dialogue Cloud

On Premises

RASCI Partner - Anywhere365 for Operational Support

Introduction

This document details the way of working for Operational Support between Anywhere365 and the Anywhere365 Partners in providing the Anywhere365 application to customers.

Operating Model: Partner provides implementation

Anywhere365 responsibilities

Anywhere365 provides and maintains the Anywhere365 application (functionality described on the GoLive! knowledge hub) and the underlying cloud platform, within the agreed upon capacities. In addition, Anywhere365 is responsible for the following items:

Partner of Anywhere365 responsibilities

The partner of Anywhere365 provides an operational Anywhere365 Dialogue Cloud implementation application with qualified staff to the enterprise. This includes the Microsoft 365 / Azure tenant A dedicated and trusted instance of Azure AD. The tenant is automatically created when your organization signs up for a Microsoft cloud service subscription, such as Microsoft 365. An Azure tenant represents a single organization. [Taken from Microsoft Docs], SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions 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 Basic and Level 2 Intermediate to customers

  • Skilled and certified staff with Anywhere365 Level 1 Basic and Level 2 Intermediate of at least 2 persons

  • Providing the e-mail address and phone number of this staff to Anywhere365 so they will be authorized to submit cases

  • Submitting cases to Anywhere365 using the Portal on behalf of the customer according to guidelines

  • Submitting a Priority 1 case using the Portal and if needed for follow-up calling the 24x7 support number, provided by Anywhere365

  • 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

  • Configuration of Anywhere365 and support the enterprise with functional management

  • Installation and configuration of Anywhere365 client-side components (like wallboards) on the infrastructure of the enterprise

  • Updating Anywhere365 software component according to Anywhere365 Support End of Life Policy as published on the support portal

RASCI table

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.
  • Anywhere365 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.