Shared responsibilities between OVHcloud and the customer
Last updated 15th November 2022
The Hosted Exchange service is a Microsoft Exchange email solution. You can use it to manage your emails, calendars and tasks wherever you are.
The RACI below details shared responsibilities between OVHcloud and the customer for Hosted Exchange 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 (50GB or 300GB) without downgrade option
RA
I
Define the version of Exchange and the mutualized infrastructure that supports the service
RA
Choose service location in EU (or in CA if the client uses CA website )
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
Administrate domain, mailboxes, distribution groups, etc.
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
Deliver PST file following client request
A
RI
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