Email Pro Responsibility model

Last updated 17th November 2022

The Email Pro service is a Microsoft Exchange email solution hosted in Europe, based on a shared infrastructure with 10BG storage capacity.

The RACI below details shared responsibilities between OVHcloud and the customer for Email Pro service. This shared model can help relieve the customer’s operational burden.

RACI definition

Roles
R: Is in charge of carrying out the process
A: Accountable for the successful completion of the process
C: Is consulted during the process
I: Is informed of the results of the process

1. Before subscription

1.1. Specify service as needed

Activity	Customer	OVHcloud
Define and configure a domain name before service subscription	RA
Choose the service's sizing 10GB	RA	I
Define the version of Exchange and the mutualized infrastructure that supports the service		RA
Choose service location in EU	I	RA

2. Service availability

2.1. Install service

Activity	Customer	OVHcloud
Install, configure, and deliver functional bricks of the service	I	RA
Provide service licences	I	RA
Produce, route, deliver and maintain physical machines, virtual machines and hosting buildings		RA
Deliver a preconfigured service with requested number of mailboxes that needs additional configuration by the client	I	RA

2.2. Reversibility model

Activity	Customer	OVHcloud
Choose a migrator tool to import email accounts from another service	RA

2.3. Customer Information System setup

Activity	Customer	OVHcloud
Customize the service following business needs (domain alerts, quota of accounts, number of accounts, aliases management, define password policy, ...)	RA	I

3. Service usage

3.1. Operations

3.1.1. Daily operations

Activity	Customer	OVHcloud
Manage confidentiality, integrity of data hosted on the service	RA
Manage data availability on the hosted service following OVHcloud SLA		RA
Manage security risks related client personal data following OVHcloud DPA and ISSP	I	RA
Manage security risks of different components of the service		RA
Manage risks of the client software being used (Outlook, Thunderbird, etc.)	RA
Manage network accessibility of the Exchange service interface		RA
Administrate the service infrastructure (servers, OS, antivirus, storage)	RA	IR
Administrate domain, mailboxes, aliases, external contacts	RA	IR
Manage backups on the service		RA

3.1.2. Access management

Activity	Customer	OVHcloud
Manage access to the OVHcloud Control Panel and to mailboxes following access control policy defined	RA	I
Define and implement security protocols on the service (IMAP, POP, MAPI, EWS) and security associated	I	RA
Manage access to control plane	A	RI
Manage access to mail service and data plane	RA	I
Manage physical and logical access to infrastructures for OVHcloud teams		RA

3.1.3. Monitoring

Activity	Customer	OVHcloud
Monitor and manage alerts for the functioning of systems in support of the Exchange service	I	RA
Manage storage conception following Exchange service sizing (deleting emails once sizing capacity is overused)	RA
Manage hardware sizing on the service		RA
Manage the functioning of the Exchange service	I	RA
Maintain logs generated by Exchange service		RA
Monitor the proper functioning of physical devices (utilities) in support of the Exchange service		RA
Monitor service backups		RA
Monitor business process hosted on the Exchange service		RA

3.1.4. Storage

Activity	Customer	OVHcloud
Encrypt data on storage media		RA

3.1.5. Connectivity

Activity	Customer	OVHcloud
Manage IP addressing plan and network systems (architecture, protocols, network traffic and access to the service)		RA

3.1.6. Management

Activity	Customer	OVHcloud
Provide inventory of the service used	I	RA
Maintain in operational and security condition the Exchange service		RA

3.1.7. Business continuity

Activity	Customer	OVHcloud
Define and maintain a business continuity and recovery plan following business needs		RA

3.2. Event management

3.2.1. Incidents

Activity	Customer	OVHcloud
Notify, qualify, and manage incidents on the Exchange service	I	RA
Notify incidents on the Exchange service with ticketing system	RA	I
Realize backup recovery	I	RA

3.2.2. Changes

Activity	Customer	OVHcloud
Plan and deploy updates and patches on Exchange service, OS, and software in support of the service		RA
Replace deficient hardware in support of the Exchange service	I	RA
Add and delete hardware and software configuration on the Exchange service		RA

4. Reverting

4.1. Reversibility model

Activity	Customer	OVHcloud
Choose a migrator tool to export email accounts from old infrastructure	RA
Choose the format of extraction file following the software used for the migration	RA

4.2. Data recovery

Activity	Customer	OVHcloud
Define and plan reversion operations	RA	I

5. End of service

5.1. Configuration destruction

Activity	Customer	OVHcloud
Destroy configurations at end of service following contract termination	I	RA

5.2. Data destruction

Activity	Customer	OVHcloud
Destroy client's data	I	RA

Go further

All our Email Pro documentation

Join our community of users on https://community.ovh.com/en/.

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