RASCI Partner - AnywhereNow for Operational Support

Introduction

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

Operating Model: Partner provides implementation

AnywhereNow responsibilities

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

• Level 2 Advanced including 24x7 and Level 3 Expert support

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

• Providing training for partners

• The portal to log and track tickets (https://support.anywhere.now/csm/)

• Online documentation (https://golive.anywhere.now/)

• Monitoring and maintenance of AnywhereNow Dialogue Cloud platform

• Providing the monitoring portal (https://status.anywhere.now/)

Partner of AnywhereNow responsibilities

The partner of AnywhereNow provides an operational AnywhereNow 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 AnywhereNow (where applicable).

• Helpdesk offering Level 1 Basic and Level 2 Intermediate to customers

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

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

• Submitting cases to AnywhereNow 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 AnywhereNow

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

• Support the resolution of the case in a timely manner

• Configuration of AnywhereNow and support the enterprise with functional management

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

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

RASCI table

Systems overview sample for Cloud scenario

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 AnywhereNow, trained staff logs a fully detailed case in online support portal, that they have (pre)registered with, providing relevant information according to the guidelines.
• AnywhereNow 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.