Responsibility Assignment Matrix in webex

On the basis of the RACI matrix, the characteristics of the deployment level called Dedicated Instances for Webex Calling are described in this section.

Responsibility Assignment Matrix Overview

There are several levels of responsibility involved in the deployment of Dedicated Instances, as indicated in the RACI matrix below:

• R = Responsible – It is the duty of the person who is in charge to perform the task (i.e., it is the person who actually performs the task).

• A = Accountable – It is ultimately the responsibility of the individual to complete the task. Upon completion of the responsible person’s work, the accountable person must sign off on it before it can be submitted.

• C = Consulted – Those team members who are responsible for the completion of the task based on their input. These members communicate with each other in a two-way manner.

• I = Informed – There was constant communication among the members of the team regarding the progress of the task. There is a one-way flow of communication between these members and the staff.

Partner Onboarding

Activity	Customer	Partner	Cisco	Remarks
Partner Connectivity Questionnaire (PQ)		R	A	Partner is responsible for completing the Partner Questionnaire (PQ) to enable connectivity
Cloud Infrastructure Build		I	A+R	Cisco builds all necessary cloud infrastructure to enable the Partner to connect with Dedicated Instance
Partner Connectivity		A+R	C	Partner provides all connectivity needed to work with Dedicated Instance
Partner Premises Infrastructure		A+R	C	Partner is responsible for any partner premises gear needed for Dedicated Instance
Cloud IP Addressing		I	A+R	Cisco is responsible for any IP addressing internal to the cloud solution
Partner IP Addressing		A+R	C	Partner is responsible for all partner addresses
Internet	I	I	A+R	Cisco is responsible for providing internet for the core apps in Dedicated Instance (Use cases - MRA, RedSky Integration, APNS, etc.)

Customer Onboarding

Activity	Customer	Partner	Cisco	Remarks
CCW Order Placement	C	A+R	I	Partner Is responsible for placing the order for Webex Calling and selecting Dedicated Instance
Order Hold Release	I	I	A+R	Cisco will be responsible for releasing the order after review
Customer Connectivity – Partner Connected	C	A+R	C	Partner is responsible for connecting the customer to Dedicated Instance
Customer Connectivity –Direct Connect*	A+R	A+R	R	Customer or Partner is responsible for connecting the customer network to the Dedicated Instance
Cloud Infrastructure	I	I	A+R	Cisco is responsible for any cloud infrastructure (compute, network, SBC) needed to enable the customer
Core Application Build	I	I	A+R	Cisco is responsible for the core application build in the cloud
Core Monitoring Configuration			A+R	Cisco sets up monitoring for the core applications
Operational Readiness Testing	I	I	A+R	Cisco tests the base functionality of the core applications before handing over to the customer or partner
PSTN Access – BYO PSTN*	A+R	A+R	C	Customer or Partner is responsible for PSTN connectivity into Dedicated Instance
Provisioning Tools*	A+R	A+R	C	Customer or Partner is responsible for any provisioning tools (third party)
Application-Level Configuration* (Dial Plan, Route Groups, etc.)	A+R	A+R	I	Customer or Partner is responsible for completing application configuration to enable customer requirements
Troubleshooting Application Configuration*	A+R	A+R	C	Customer or Partner is responsible for troubleshooting any application-level configuration with assistance from Cisco TAC
Customer Premise Infrastructure and Configuration*	A+R	A+R	I	Customer or Partner is accountable for any customer premise infrastructure or configuration needed to enable customer usage of the Dedicated Instance
Partner Premise Infrastructure and Configuration (SBC, PSTN...)		A+R	I	Partner is accountable for any Partner Premise infrastructure or configuration to enable customer usage of the Dedicated Instance
User Acceptance Testing*	A+R	A+R	I	Customer or Partner is accountable for performing all integrations and testing before the go-live on Dedicated Instance
Customer Onboarding and Migration*	A+R	A+R	I	Customer or Partner is accountable for a successful cut-over to the Dedicated Instance
Troubleshooting Onboarding Issues*	A+R	A+R	C	Customer or Partner is accountable to address any onboarding/Day-1 issues

This set of responsibilities could be fulfilled by either the customer or the partner depending on the kind of support arrangement between these two parties

Operations

Activity	Customer	Partner	Cisco	Remarks
Widespread issues in Dedicated Instance (100% of a cluster or across multiple clusters)	I	I	A+R	Cisco troubleshoots and resolves all non-UC Application config issues in Dedicated Instance
Non-widespread issues in Dedicated Instance* (<100% of a cluster)	A+R	A+R	C	Customer or Partner troubleshoots and resolves all config issues in Dedicated Instance
Webex Meetings/App issues	I	C	A+R	Cisco Cloud TAC troubleshoots and resolves all issues in the Webex cloud
PSTN/SBC Management – BYO PSTN*	A+R	A+R	C	Customer or Partner troubleshoots and resolves all issues around SBC/PSTN
Dedicated Instance Internet for Collaboration Services (Partner Connected)	I	I	A+R	Cisco manages the internet connectivity for Collaboration services
Dedicated Instance Internet for Collaboration Services (Direct Connect)	I	I	A+R	Cisco manages the internet connectivity for Collaboration services
Dedicated Instance internal UC App DNS			A+R	Cisco manages Dedicated Instance internal DNS
Dedicated Instance Public DNS			A+R	Cisco manages Dedicated Instance Public DNS
Dedicated Instance Customer premise DNS*	A+R	A+R	I	Customer or Partner manages the DNS requirements for customer premise
Dedicated Instance integrations*	A+R	A+R	C	Customer or Partner manages all integrations into the Dedicated Instance
Dedicated Instance Infrastructure	I	I	A+R	Cisco manages the Dedicated Instance infrastructure
Dedicated Instance partner infrastructure for cloud connectivity		A+R	C	Partner manages infrastructure needed for connection with Dedicated Instance
Dedicated Instance Infrastructure capacity		I	A+R	Cisco manages capacity for the Dedicated Instance Infrastructure
Dedicated Instance partner cloud connectivity capacity		A+R	I	Partner manages capacity for the cloud connectivity link into Dedicated Instance
Dedicated Instance Application capacity*	A+C	A+C	R	Cisco is responsible for the infrastructure; Customer or Partner is responsible for the application usage capacity
Dedicated Instance Application Certificate Management	I	I	A+R	Cisco is responsible to manage the certificates for Dedicated Instance Applications
Dedicated Instance Phone Firmware*	A+R	A+R	I	Customer or Partner manages phone firmware for their Dedicated Instance
Dedicated Instance Phone Background*	A+R	A+R	I	Customer or Partner manages phone backgrounds for Dedicated Instance
Dedicated Instance Jabber config*	A+R	A+R	I	Customer or Partner manages Jabber config for Dedicated Instance
Dedicated Instance non-base config*	A+R	A+R	I	Customer or Partner manages non-base config for Dedicated Instance (e.g., dial plan, integrations, PSTN)
Dedicated Instance Application upgrades	C	C	A+R	Cisco manages application upgrades for Dedicated Instance in consultation with the customer or partner
CPE	A+R	I	I	Customer manages all Customer Premise equipment for Dedicated Instance
User provisioning and MACDs*	A+R	A+R		Customer or Partner provisions end users and performs all MACDs on Dedicated Instance
Customer LDAP Management	A+R	C	I	Customer manages LDAP for all end users to integrate to Dedicated Instance
Provisioning Tool*	A+R	A+R	I	Customer or Partner manages the provisioning tools for Dedicated Instance
Dedicated Instance data center and application backup and restore			A+R	Cisco manages the backup and restore for the data center and applications in the cloud

This set of responsibilities could be fulfilled by either the customer or the partner depending on the kind of support arrangement between these two parties