Service Relationships#

Roles and responsibilities for RPC-VMware services are detailed in the following responsibility assignment matrices, or RACI charts.

RACI stands for Responsible, Accountable, Consulted, Informed. Each letter represents a level of task responsibility. For the purposes of this RACI chart, the letters represent the following roles and relationships:

  • Responsible - The person who actually carries out the process or task assignment and is responsible to get the job done.

  • Accountable - The person who is ultimately accountable for the process or task being completed appropriately.

  • Consulted - People who are not directly involved with carrying out the task, but who are consulted and might be a stakeholder or a subject matter expert.

  • Informed - Those who receive output from the process or task or who have a need to stay informed.

Service Level Activities

Rackspace

Customer

Account Management and Tooling

Provide named Service Delivery Manager (SDM) | R, A | C, I Resource | |

Standard account reporting

R, A

C, I

Identify opportunities for cost and performance optimization

R, A

C, I

Provide opinions and best practices around account architecture, security, and resiliency

R, A

C, I

Discovery

Understand business objectives and current | R, A | C, I challenges | |

Schedule and conduct deep-dive discovery session

R, A

C, I

Understand systems SLAs, RTO, PPO requirements

R, A

C, I

Design and Architecture

Define architecture options to be considered | R, A | C, I

Agree on high-level design (HLD) architecture

C, I

R, A

Generate high-level application/logical diagrams for proposed architecture(s)

R, A

C, I

Generate detailed infrastructure schematics for proposed architecture(s)

R, A

C, I

Create solution design document

R, A

C, I

Design for high availability and security-first approach

R, A

C, I

Design for sizing, scalability, and performance

R, A

C, I

Infrastructure Implementation

Deployment of physical private cloud | R, A | C, I infrastructure (network, storage, compute) | |

Configuration of vSphere virtual networking

R, A

C, I

Configuration of NSX virtual networking with Rackspace Advanced Managed Services

R, A

C, I

Configuration of NSX virtual networking and security without Rackspace Advanced Managed Services (1)

C, I

R, A

Deployment of images outside of Rackspace Spheres of Support (SoS) (3)

C, I

R, A

Configure and test WAN connectivity for management VPN

R, A

C, I

User acceptance testing (UAT) and sign off environment deployment

C, I

R, A

Implementation of ongoing change management for infrastructure components

R, A

C, I

Add-on Services

Managed Backup as per Rackspace SoS | R, A | C, I

Guest OS Services as per Rackspace SoS

R, A

C, I

vRealize Automation deployment and service monitoring as per Rackspace SoS

R, A

C, I

vRealize Automation configuration

C, I

R, A

vRealize Business deployment and service monitoring as per Rackspace SoS

R, A

C, I

vRealize Business configuration

C, I

R, A

Essential Disaster Recovery as per Rackspace SoS (2)

C, I

R, A

Managed Disaster Recovery as per Rackspace SoS (2)

C, I

R, A

Monitoring

Deployment and management of Rackspace standard | R, A | C, I monitoring services | |

Deployment of vRealize Operations monitoring infrastructure

C, I

R, A

Configuration and customization of vRealize Operations monitoring infrastructure

R, A

C, I

Ticketing and Alerting

24x7x365 access to Fanatical Support for | R, A | C, I Rackspace standard monitoring services, | | including initial responses, escalations, and | | troubleshooting of incidents within Rackspace | | response time, SLA guarantees | |

Ongoing definition, management, and maintenance of Rackspace standard monitoring platform, including the definition of alert triggers, thresholds and remediation instructions, initial response, escalation, and troubleshooting

R, A

C, I

Patching

Installation and configuration of all VMware | R, A | C, I infrastructure-level patching via the VMware | | Cloud Foundation lifecycle management service | |

  1. Security responsibilities are shared between Rackspace and the customer.

  2. The customer is responsible for validating work Rackspace is performing around backup and replication activities. Rackspace is not liable for ensuring integrity of the customer’s data. Regular testing and validation of backed up data should be a part of the customer’s ongoing diaster recovery and business continuity planning.

  3. For more information about the SoS, see RPC-VMware Spheres of Support.