The Responsibility Matrix defines Processor’s and the customer’s roles during service activation, implementation and operation.
Activation
| Activity | SaaS Essential 3.0 | LiveCloud SaaS 3.0 | SaaS Premium 3.0 | Customer participation | Coverage |
|---|---|---|---|---|---|
| Create or activate the contracted SaaS subscriptions | Processor | Processor | Processor | Provide data and approve the engagement | Business hours |
| Provide access to the Processor Portal or LiveCloud SaaS | Processor | Processor | Processor | Identify authorized users and profiles | Business hours |
| Provide access to Hey!Ho! | Processor | Processor | Processor | Indicate the authorized contacts | Business hours |
Implementation
SaaS 3.0 Responsibility Matrix
| Activity | SaaS Essential 3.0 | LiveCloud SaaS 3.0 | SaaS Premium 3.0 | Customer participation | Coverage |
|---|---|---|---|---|---|
| Identify the technologies related to the environment | Shared, where applicable | Shared | Shared | Provide architecture, technologies, and owners | As planned |
| Identify the suppliers involved. | Shared, where applicable | Shared | Shared | Provide suppliers and contacts | As planned |
| Identify known risks | Shared, where applicable | Shared | Shared | Report environmental risks and constraints | As planned |
| Identify criticalities | Shared, where applicable | Shared | Shared | Define impact and priority for the business. | As planned |
| Plan the deployment with the client | Shared | Shared | Shared | Validate the plan, timelines and dependencies | According to schedule |
| Define criticality levels and monitoring parameters | Optional | Shared | Shared | Validate criticality levels and communication rules | According to schedule |
| Configure SaaS platform monitoring | Optional | Processor | Processor | Authorize access and validate parameters | According to implementation |
| Configure Microsoft SaaS platform resources | Optional | Optional | Processor, according to catalog | Provide access, requirements and approvals | Business hours |
| Send deployment status report | Processor, when deployment occurs | Processor | Processor | Analyze pending issues and decisions. | According to schedule |
| Present the environment at the end of the implementation | Optional | Optional | Optional | Participate in the presentation and approve it. | According to schedule |
Monitoring and Communication
| Activity | SaaS Essential 3.0 | LiveCloud SaaS 3.0 | SaaS Premium 3.0 | Customer participation | Service level |
|---|---|---|---|---|---|
| Monitor Microsoft SaaS platform availability | Client or optional | Processor, through LiveCloud SaaS | Processor, through LiveCloud SaaS | Keep contacts and communication channels up to date | Continuous automated monitoring |
| Communicate availability or degradation events | Client or optional | Processor provides updates through the platform and alerts | Processor provides information and follow-up according to the catalog | Assess impacts and participate when necessary | According to criticality and coverage |
| Analyze identified events | Customer | Customer | Shared | Provide context on the business impact | According to coverage |
| Take operational action on monitored events | Customer | Customer | Processor, according to catalog | Authorize changes where applicable | As per the contracted SLA |
| Provide consumption and availability information | Portal Processor | LiveCloud SaaS | LiveCloud SaaS | Review information and validate inconsistencies | Online |
Operations and Requests
| Activity | SaaS Essential 3.0 | LiveCloud SaaS 3.0 | SaaS Premium 3.0 | Customer participation | Support |
|---|---|---|---|---|---|
| Handle incidents or requests in hybrid on-premises environments | Optional | Optional | Optional | Provide access and local teams | As proposed |
| Integrate the SaaS platform with other platforms | Optional | Optional | Optional | Provide requirements, APIs and suppliers | As proposed |
| Configure resources on the Microsoft SaaS platform | Optional | Optional | Processor, according to catalog | Request, approve and provide information | As per the contracted SLA |
| Configure directory synchronization | Optional | Optional | Processor, according to catalog | Provide infrastructure and access | As per the contracted SLA |
| Configure DNS records — SPF, MX, CNAME, and SRV | Optional | Optional | Processor, according to catalog | Authorize DNS changes | As per the contracted SLA |
| Set up email mailboxes | Optional | Optional | Processor, according to catalog | Inform users and requirements | As per the contracted SLA |
| Add or reduce user licenses | Client via portal or Processor sales representative | Client via portal or Processor sales representative | Processor, upon request | Authorize changes and validate impacts | As per the contracted SLA |
| Add or remove users from email groups | Customer via portal | Customer via portal | Processor, according to catalog | Request and approve the change | As per the contracted SLA |
| Grant access to email mailboxes | Optional | Optional | Processor, according to catalog | Formally authorize access | As per the contracted SLA |
| Create an email routing rule | Optional | Optional | Processor, according to catalog | Communicate the rule and approve impacts | As per the contracted SLA |
| Configure mailbox permissions | Optional | Optional | Processor, according to catalog | Authorize permissions and recipients | As per the contracted SLA |
| Add email to distribution list | Customer via portal | Customer via portal | Processor or customer via portal | Validate inclusion | As per the contracted SLA |
| Configure the Microsoft 365 tenant | Optional | Optional | Processor, according to catalog | Approve parameters and policies | As per the contracted SLA |
| Add or change domains in Microsoft 365 | Optional | Optional | Processor, according to catalog | Verify domain and authorize changes | As per the contracted SLA |
| Make mailbox files available | Optional | Optional | Processor, according to the catalog and technical conditions | Authorize extraction and provide destination | Depending on volume |
| Migrate email mailboxes | Optional | Optional | Optional | Provide the environment, data and windows | As specified in the project |
| Track messages on the mail platform | Optional | Optional | Processor, according to catalog | Enter sender, recipient, and period | As per the contracted SLA |
| Convert mailboxes to shared mailboxes | Optional | Optional | Processor, according to catalog | Authorize the conversion and validate its impacts | As per the contracted SLA |
| Recommend security best practices | Optional | Optional | Shared, according to the catalog | Assess, approve and implement security decisions | According to scope |
| Provide SaaS platform backup | Optional — SaaS Backup | Optional — SaaS Backup | Optional — SaaS Backup | Define data, retention and requirements | According to the SaaS Backup offering |
Service Levels
| Criterion | SaaS Essential 3.0 | LiveCloud SaaS 3.0 | SaaS Premium 3.0 |
|---|---|---|---|
| Scope of service | Support related to subscriptions and commercial management, under the terms of the offer. | Includes support for using the platform, monitoring, and the information made available by LiveCloud SaaS. | Includes priority support and execution of the activities set out in the Managed Services for SaaS catalog. |
| Customer responsibility | Technical or operational activities are the customer’s responsibility or may be contracted separately. | Responsibility for events and recommendations remains with the customer. | The customer must provide the access, approvals, and information required to perform the activities. |
| SLA | In accordance with the offer terms. | According to the contracted terms. | Processor’s initial SLA is applied according to severity, coverage and contracted conditions. |
| Coverage | Business hours. | Business hours. | Standard coverage is provided during business hours. Extended options, including 24/7 service for eligible scopes, can be contracted separately. |
Customer's Ongoing Responsibilities
Regardless of the contracted setup, the following are the customer’s responsibilities:
- Designate authorized contacts for requests and approvals;
- Keep your contacts and escalation channels up to date;
- Provide complete and accurate information about the environment;
- Grant the necessary access securely;
- Approve changes, modifications and actions that may have an impact;
- Maintain appropriate licenses and technical prerequisites;
- Define your internal security and privacy policies;
- Classify criticality and business impact;
- Manage activities not expressly included in the catalog;
- Immediately communicate terminations and access revocations;
- Maintain governance over your data, users and corporate decisions.
Legend
Processor: Activity performed by Processor within the contracted scope.
Customer: Activity performed and controlled by the customer.
Shared: Requires participation, information or approvals from both parties.
Optional: Activity available under a separate engagement.
- Processor will not implement changes that require client approval without the corresponding authorization.
- Third-party, manufacturer and other supplier timelines are not controlled by Processor and are subject to their respective policies and conditions.
- Processor SLAs represent commitments regarding the start of service or execution in accordance with the contracted service and do not constitute a guarantee of resolution by third parties.
- Optional activities, projects, and billable services will have deadlines and conditions defined in the corresponding proposal or service order.
- The time required to export, migrate or move data depends on volume, connectivity, technical limitations and authorized windows.
- The latest published version of this matrix prevails for reference purposes, subject to the applicable contractual instruments.
