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ScheduleThis Responsibility Matrix describes responsibilities that are included in your Agreement with Logicworks with respect to the mAzure Services and it identifies which party must perform them. The responsibilities described in this Responsibility Matrix are in addition to the other terms and conditions in your Agreement with Logicworks. Each party shall perform the responsibilities assigned to it in the applicable sections of this Responsibility Matrix. Capitalized terms that are not defined herein, including the term “Agreement,” have the meanings given them in the General Service Terms, mAzure Service Terms and Conditions, Hosting Agreement Summary, Acceptable Use Policy, Technical Policies, Service Order(s), and all other documents, exhibits, schedules and addenda that are incorporated therein by reference.
Provisioning | |||
Responsibility |
Logicworks |
Client |
|
Fully and accurately disclose to Logicworks in writing all capacity, performance, security, regulatory, backup, high availability, disaster recovery (e.g., RPO and RTO), scalability and other needs for all applications, Content and other software and data that will be used with, stored on or transmitted to the Configuration (collectively, the “Client Requirements”) |
Perform |
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Collaboratively design the Configuration based on the Client Requirements |
Perform |
Perform |
|
Ensure that the Configuration, as specified, is sufficient to meet all Client Requirements |
Perform |
||
Set up the Configuration on Azure as specified in the applicable Service Order(s) |
Perform |
||
Install any necessary agents for the Configuration |
Perform |
||
Deploy the Configuration |
Perform |
||
Provide user keys and configure permissions for Client’s administrative user to access and use the Client’s Azure account |
Perform |
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Securely maintain user keys for Client’s administrative user and any additional users |
Perform |
||
Provide Client with the use of the Configuration subject to its availability from Microsoft Azure and the terms of this Agreement |
Perform |
||
Inform Client of any changes to the Configuration by Logicworks that may affect Client’s use of it |
Perform |
||
Inform Logicworks of any changes to the Configuration by Client or a third-party that may affect the Services |
Perform |
||
Execute upgrades or modifications to the Configuration as requested in a ticket that is submitted to Logicworks by Client through Logicworks’ ticketing system (e.g., LogicOps or a successor system) and within scope of the ongoing services. Upgrades and modifications may be subject to new Service Orders and fees. |
Perform |
||
Before going live, configure failover domains for all High Availability mAzure Applications within a region |
Perform |
||
Maintain redundancy sufficient to meet all Client Requirements |
Perform |
||
Monitoring and Response | |||
Responsibility |
Logicworks |
Client |
|
Monitor the availability of Azure Resources 24x7x365 |
Perform |
||
Before going live, provide an accurate and complete written description of all of the desired monitoring and alerting thresholds for the Configuration and the related notification and response procedures |
Perform |
||
Before going live, set up monitoring and alerting tools made available by Logicworks and purchased by Client and test them for reliability and to ensure that they are working properly |
Perform |
Perform |
|
Implement monitoring and alerting tools for Application and Azure Resource health and availability that are successfully tested for reliability and functionality |
Perform |
||
Before going live, provide an accurate and complete description of all Client-defined response and failover procedures for High Availability mAzure Applications |
Perform |
||
Before going live, test failover for all High Availability mAzure Applications, including any and all Client-defined response procedures, for reliability and to ensure they are working properly in accordance with deliverables defined in a mutually agreed to Statement of Work or Project Implementation Document. |
Perform |
Perform |
|
Implement successfully tested failover upon the occurrence of a detected failure of a redundant Azure Resource that a High Availability mAzure Application is deployed on |
Perform |
||
Provide up-to-date contact information via LogicOps for contact authorization, monitoring, alerting and response procedures, including an up-to-date contact distribution list with specific response and escalation instructions for mutually agreed upon complex contact protocols with numerous parties |
Perform |
||
Notify Logicworks and other non-Logicworks authorized contacts of any maintenance or other activities that may result in monitoring alerts, including mAzure Application Downtime |
Perform |
||
Security and Patching of EC2 Instances | |||
Responsibility |
Logicworks |
Client |
|
Apply quarterly security patches through planned maintenance with 24 hours’ notice |
Perform |
||
Apply critical security updates (e.g., patches addressing vulnerabilities that allow remote root or Administrator exploits) through announced emergency maintenance |
Perform |
||
Maintain sufficient resources to test security patches if impact assessment is required prior to installation on production environment |
Perform |
||
Manage security groups and implement access changes as requested by authorized Client contact in writing |
Perform |
||
Follow generally accepted security practices for the administration of Azure Resources |
Perform |
||
Administration and Support | |||
Responsibility |
Logicworks |
Client |
|
Provide 24x7x365 Network Operations Center support via telephone, Web and email |
Perform |
||
Provide emergency (e.g., application down) support 24x7x365 |
Perform |
||
Provide systems, network, and security administration, which is limited to the following: (1) operating system installation, maintenance and upgrading; (2) responding to tickets submitted through Logicworks’ then-current ticketing system and monitoring alerts; (3) performing routine network administration and maintenance; (4) systems database administration for databases that are deployed entirely on managed Azure Resources to assist with high availability; and (6) maintaining the LogicOps Client portal, or a similar ticketing system |
Perform |
||
Request off-peak, non-emergency maintenance 48 hours in advance |
Perform |
||
Develop, maintain and support all Client applications and other Content, including application components and all required Configuration parameters that need to be part of the deployment process |
Perform |
||
Maintain the compatibility of all Client applications and other Content with O/S versions and version upgrades |
Perform |
||
Backups | |||
Responsibility |
Logicworks |
Client |
|
Schedule a daily Azure backup of Client-specified Servers |
Perform |
||
Begin restore of virtual machine from Azure backup within 1 hour of NOC’s receipt of a written request from Client through Logicworks’ ticketing system |
Perform |
||
Manually re-attempt backups within 24 hours of receiving backup failure alert |
Perform |
||
Define backup retention for virtual machines and provide definition to Logicworks in writing |
Perform |
||
Notify Logicworks in a ticket on new addition of attached disks that may affect backups |
Perform |
||
Configure custom backups for data contained in files held open by the operating system, including database files |
Perform |
||
Test backups to ensure quality and success |
Perform |
||
Managed Application, Database, and Storage Services | |||
Responsibility |
Logicworks |
Client |
|
Provide the requisite licensing information for all Client-owned applications, including all applications for which Client has independently obtained use or ownership rights |
Perform |
||
Install each application as mutually agreed to on a Statement of Work or Project Implementation Document on the Servers specified in the Configuration |
|
Perform | |
Assist Client in configuring data replication for High Availability mAzure Database Applications. |
Perform |
||
Specify, in writing, all custom failover procedures that Logicworks will follow if a redundant Azure Resource that is configured for high availability fails |
Perform |
||
Before going live, provide an accurate and complete description of all Client-defined response and failover procedures for High Availability mAzure Applications |
Perform |
||
Before going live, test failover for all High Availability mAzure Applications, including any and all Client-defined response procedures, for reliability and to ensure they are working properly in accordance with deliverables defined in a mutually agreed to Statement of Work or Project Implementation Document. |
Perform |
Perform |
|
Upon receipt of a written request from Client, provide assistance with the configuration of specified automated failover procedures for High Availability mAzure Applications within a region and within scope of the ongoing services. Modifications may be subject to new Service Orders and fees. |
Perform |
||
Before going live, test all automated failover procedures for High Availability mAzure Applications within a region |
Perform |
||
Upon written request, assist Client in developing documented failover procedures for redundant Azure Resources that require manual failover |
Perform
|
||
Test documented failover procedures for redundant Azure Resources that require manual failover prior to going live (making Client applications available to end users) |
Perform |
||
Before going live, develop and provide Logicworks with a full and accurate written description of all manual failover procedures for High Availability mAzure Applications that require manual failover |
Perform |
||
Upon receipt of a written request from Client, provide assistance with the development of written manual failover procedures for High Availability mAzure Applications that require manual failover |
Perform |
||
Before going live, test all manual failover procedures for High Availability mAzure Applications that require manual failover |
Perform |
||
Notify Logicworks of any changes made to the Configuration (e.g., the addition of virtual machines or a new database on a database server) |
Perform |
||
Update and test all failover procedures affected by any change made to the Configuration prior to use of the modified portion of the Configuration in a live production environment |
Perform |
||
Notify Logicworks of any changes in the architecture of the Configuration that may impact high-availability or monitoring and response (e.g., changing the Servers on which an application runs or integrating an additional Server into the active hosting architecture) within 24 hours of making that change |
Perform |
@2024 Logicworks
AWS Control Tower is a purpose-built management utility for building, organizing, and maintaining multiple AWS Accounts. Control Tower allows you to deploy accounts programmatically by using predetermined templates that assign specific guardrails. Security, identitify management, logging, cost management, and other key business functions can be defined and executed through a successful Control Tower implementation. Control Tower operates across Organizational Units and defines rulesets through Service Control Policies. Control Tower Account Factory automates the deployment and configuration of new accounts.
Sessions & Milestones
Briefing & Discovery
Logicworks will lead a workshop to introduce core concepts including use cases, management, automation, and governance. The requirements for your deployment will be identified and documented, to align our technical resources around your project goals & objectives.
Architecture Design
Based on your requirements, Logicworks will present the recommended architecture design. Our team will share a diagram of the proposed configuration and review the specifics points of your deployment.
Transfer Knowledge
When your deployment is complete, Logicworks will present the details to your team and provide a guided walkthrough of the environment.
Scope & Details
Scope
Deliverables
Logicworks Control Tower Accelerator is ideal for AWS users who would benefit from a multi-account management strategy. It includes an out-of-the-box well-architected, secure Landing Zone, that will provide a foundation for your AWS environment.
Discovery & Requirements Workshop
Control Tower Discovery & Requirements session covering:
Architecture Design Workshop
Presentation and Workshop for Architecture Design, discuss and sign off on recommended solution (workshop)
Cloud Solution Documentation detailing
Control Tower solution with architecture diagram and technical specifications
Control Tower Deployment
We architect your cloud with a deep understanding of how to enable security, resilience, scale, and efficiency.