This Responsibility Matrix describes responsibilities that are included in your Agreement with QberaTek and it identifies which party must perform them. The responsibilities described in this Responsibility Matrix are not exhaustive, and they are in addition to the other terms and conditions in your Agreement with QberaTek. 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 Master Service Agreement, Cloud Service Agreement, Acceptable Use Policy, Tech Policies, Service Order, or any addendum thereto.
The following responsibilities in this Section 1 of the Responsibility Matrix apply exclusively to managed physical servers, managed Virtual Servers, managed devices, and managed Services that are specified on a Service Order and purchased for a Committed Term under a Master Service Agreement. If your Master Service Agreement defines any of the Services we provide as "Managed Application Services", all references to "Managed Services" in this Responsibility Matrix are deemed to be a reference to Managed Application Services with respect to you.
| Facilities |
QberaTek |
Client |
| Provide Power, backup power, HVAC, 24x7 physical security, video surveillance, biometrics, fire suppression |
✔ |
|
| Provide Internet access via multiple upstream providers with BGP |
✔ |
|
| Maintain insurance for colocated equipment, if any |
|
✔ |
| Provisioning |
QberaTek |
Client |
| Ensure that the Configuration, as specified, is sufficient to meet Client's needs, including performance |
|
✔ |
| Build the Configuration |
✔ |
|
| Provide Client with the use of the Configuration |
✔ |
|
| Execute upgrades or modifications to the Configuration as directed by Client |
✔ |
|
| Comply with QberaTek Tech Policies regarding the deprecation of hardware and/or software |
|
✔ |
For every Eligible Application, maintain redundant hardware of equal specifications for all constituent servers and devices |
|
✔ |
| Monitoring and Response |
QberaTek |
Client |
| Monitor the availability of servers and devices 24x7x365 |
✔ |
|
| Replace defective hardware within 1 hour of diagnosis by QberaTek |
✔ |
|
| Before going live, set up health check tests, in conjunction with QberaTek, to determine application health and availability |
|
✔ |
| Monitor for application health and availability pursuant to Client's written instructions |
✔ |
|
| Before going live, provide a detailed written description of all monitoring, alerting, notification and response procedures |
|
✔ |
| Implement emergency failover procedures that are developed by Client and provided to QberaTek in writing upon the occurrence of a detected failure |
✔ |
|
Provide up-to-date contact information through email : echo@qbertek.com for contact authorization, monitoring, alerting and response procedures, including an up-to-date contact distribution list with specific response and escalation instructions for complex contact protocols with numerous parties |
|
✔ |
Notify QberaTek and other non-QberaTek authorized contacts of any maintenance that may result in application unavailability or system alerts |
|
✔ |
| Security and Patching |
QberaTek |
Client |
| Apply critical security updates (e.g., patches addressing vulnerabilities that allow remote root or Administrator exploits) through announced emergency maintenance |
✔ |
|
| Apply quarterly critical security patches through planned maintenance with 24 hours' notice |
✔ |
|
| Manage firewalls and implement access changes as requested by authorized client contact in writing |
✔ |
|
| Maintain and follow security procedures as specified in QberaTek SAS70 Type II audit |
✔ |
|
| Follow generally accepted security practices for the administration of Hosting Equipment |
|
✔ |
| Administration and Support |
QberaTek |
Client |
| Provide 24x7x365 Network Operations Center support via telephone, Web and email |
✔ |
|
| Provide emergency (i.e., application down) support 24x7x365 |
✔ |
|
| Provide systems, network, and security administration, which includes the following: (1) operating system installation, maintenance and upgrading; (2) responding to Trouble Tickets and alerts; (3) performing routine network administration and maintenance; (4) systems database administration to ensure high-availability; (5) replacing failed Hosting Equipment. |
✔ |
|
| Request off-peak, non-emergency maintenance 48 hours in advance |
|
✔ |
| Develop, maintain and support all Client applications and Content, including tuning services upon which Client Application is dependent (e.g. Apache) |
|
✔ |
| Maintain the compatibility of all Client Applications and Content with O/S version and version upgrades |
|
✔ |
| Backup and Restoration |
QberaTek |
Client |
| Schedule a daily backup of Client servers for data recovery |
✔ |
|
| Copy and/or move data off-site on a weekly basis |
✔ |
|
| Initializing restoration request within 1 hour of receipt |
✔ |
|
| Manually re-attempt backups within 24 hours of receiving backup failure alert |
✔ |
|
| Maintain sufficient committed backup storage space for a minimum of 2 restore points per server |
|
✔ |
| Determine backup storage requirements on a per server basis based on days retention required |
|
✔ |
| Notify QberaTek of all changes to a server that may affect backups, e.g., a change in partitions, etc. |
|
✔ |
| Configure custom backups for data contained in files held open by the operating system, including database files |
|
✔ |
| Managed Database and Storage Services |
QberaTek |
Client |
| Provide the requisite licensing information for all Client-owned Applications, including all Applications for which Client has independently obtained use or ownership rights |
|
✔ |
| Install each Application on a minimum of two servers |
✔ |
|
| Assist Client in configuring Managed Services, including data replication between servers |
✔ |
|
| Specify, in writing, all custom failover procedures that QberaTek will follow if a component of High Availability Hardware fails |
|
✔ |
| Upon written request, assist Client in configuring automated failover procedures for Managed Services which are capable of automatic failover |
✔ |
|
| Upon written request, assist Client in developing manual failover procedures where Managed Services do not have the capacity for an automatic failover |
✔ |
|
| Test written failover procedures for all High Availability Hardware and all Virtual Servers, except for shared devices, prior going live (making Client Applications available to end users) |
|
✔ |
| Notify QberaTek of any changes made to the Configuration (e.g., the addition of a new partition on a storage server or a new database on a database server) |
|
✔ |
| Test written failover procedures immediately after any changes are made to the Configuration |
|
✔ |
| Notify QberaTek in writing of any changes in the architecture of Client's Configuration that may impact high-availability or monitoring & response (e.g., changing the Servers on which an Applications runs or integrating an additional Server into the active hosting architecture) within 24 hours of making that change |
|
✔ |
| Managed Template Service |
QberaTek |
Client |
| Provide an initial Virtual Server OS template that is eligible for management |
✔ |
|
| Modify Virtual Server template for integration into Client's Managed Services where applicable (e.g. managed database services) |
✔ |
|
| Modify Virtual Server launched from an eligible template to work with Client Application and Content |
|
✔ |
| Create template of Virtual Server that has been customized by Client upon receiving notification from Client through email : echo@qbertek.com |
✔ |
|
| Apply critical security updates (e.g., patches addressing vulnerabilities that allow remote root or Administrator exploits) to Client's most current version of a Virtual Server Template through announced maintenance |
✔ |
|
| Apply quarterly critical security patches to Client's most current version of a Virtual Server Template through planned maintenance with forty-eight (48) hours' notice |
✔ |
|
| Notify QberaTek of the need to create a new or modified Virtual Server template that incorporates any changes made by Client |
|
✔ |
| Arrange and conduct testing of each new or modified Virtual Server template with QberaTek to ensure correct functioning upon deployment |
|
✔ |
| Deploy production Virtual Servers from tested Virtual Server templates as planned maintenance to be scheduled no less than 24 hours in advance |
✔ |
|
| Store Virtual Server Templates for deployment |
✔ |
|
| Specify the number of versions of each Virtual Server template to be stored (Unless otherwise notified in writing, QberaTek will only store two prior versions |
|
✔ |
| Notify QberaTek through email : echo@qbertek.com |
|
✔ |
| Notify QberaTek through email : echo@qbertek.com of the existence of any external dependencies on API keys |
|
✔ |
