Disaster Recovery as a Service RACI Matrix

Customer Data
Means any data and/or information included as part of the Customer’s use of the Customer Environment, including any data and/or information derived from such information.
Customer Environment
Means the server infrastructure and cloud services owned or leased or purchased on a consumption-based model by the customer to host or provide the Customer’s IT services. This may include physical infrastructure, virtual infrastructure, SaaS, PaaS and IaaS services;
DR Software
Means the software product(s) supplied and managed by Databarracks or supplied by a 3rd party and licensed to the Customer and provisioned and managed by Databarracks to perform and manage the replication of the Customer’s Data and to fail-over and fail-back the servers protected by the DR service. Please refer to the service contract for details of the specific product(s) that Databarracks has agreed to supply and manage;
DR Target
Means the environment providing the storage, compute, networking and connectivity that receives the data sent from the Customer’s Environment and which runs the replicated copies of the Customer’s virtual machines in the event of a failover. The DR Target may include but not be limited to such providers as: Amazon Web Services, Databarracks, Google or Microsoft Azure. The DR Target does not refer to the Customer’s own infrastructure where the Customer has requested that the data be replicated to secondary infrastructure owned by the Customer.
Private Line
Means a private telecommunications link for the purposes of carrying data between two locations and within the context of this document may refer to any of the following: Microsoft ExpressRoute service, Amazon Web Services Direct Connect service, MPLS connection or other point-to-point leased line or similar.
VPN
Virtual Private Network, means an encrypted tunnel for transmitting
data between two locations over existing Internet connectivity.

RACI

Applicability

This RACI is applicable to all Disaster Recovery (DR) Software products offered by Databarracks as part of a fully-managed Disaster-Recovery-as-a-Service (DRaaS) offering or where the Customer has purchased licensing or a bespoke, non-fully-managed service.

This RACI is applicable to all DR Targets consumed as part of a fully-managed DRaaS offering from Databarracks. Please refer to the particulars of the Cloud Service Provider’s offerings for details of the SLAs of their services. Please refer to your service contract with Databarracks for details of the DR Target(s) to be consumed in providing this service.

Letter	Meaning	Description
R	Responsible	Those who do the work to achieve the task.
A	Accountable	Those who are ultimately accountable for the correct and thorough completion of the deliverable or task, and the one to whom Responsible is accountable.
C	Consulted	Those whose opinions are sought; and with whom there is two-way communication.
I	Informed	Those who are kept up-to-date on progress, often only on completion of the task or deliverable; and with whom there is just one-way communication.

Planning and Preparation RACI

Service Description	R	A	C	I
Provide Databarracks secure remote access to the Customer-managed cloud DR Target	Customer	Customer		Databarracks
Provide secure remote access to the Customer DR environment in the Databarracks-managed cloud DR Target	Databarracks & Customer	Databarracks		Customer
Provide Databarracks secure remote access to Customer-side (source) environment	Customer	Customer		Databarracks
Monitor and manage the Customer network circuits connecting to the DR Target, up to and including the Customer’s VPN edge or Private Line	Customer	Customer		Databarracks
Manage and administer DR Target components delivering the DR service including VPN Gateway/Firewall rules, networks and IP subnets, storage tiers, data collection/management VM(s)	Databarracks	Databarracks		Customer
Manage and administer Customer-managed cloud DR Target components delivering the DR service including VPN Gateway/Firewall rules, networks and IP subnets, storage tiers, data collection/management VM(s)	Customer	Customer		Databarracks
Recommend, plan and implement DR Software product patches and upgrades	Databarracks	Databarracks		Customer
Escalate DR Software-related issues to vendor product support where required, and conduct troubleshooting work with vendor until resolved	Databarracks	Databarracks		Customer
Maintain DNS records to facilitate failover for Customer’s internet-facing services (e.g. MX records for mail)	Customer	Customer	Databarracks
Manage and administer DNS configuration required for services in DR Target	Customer & Databarracks	Customer	Databarracks
Develop/enforce network security policies for Customer-managed DR Target	Databarracks	Databarracks		Customer
Develop/enforce network security policies for Databarracks-managed cloud DR Target	Customer	Customer		Databarracks
Request Customer specific firewall rule changes	Customer	Customer	Databarracks
Manage firewall rule changes within the Customer-managed DR Target	Customer	Customer	Databarracks
Manage firewall rule changes within the Databarracks-managed cloud DR Target	Customer & Databarracks	Databarracks	Customer

Business Continuity Governance

Service Description	R	A	C	I
Develop/maintain appropriate input to the Customer’s business continuity plan	Customer	Customer		Databarracks
Establish and maintain Databarracks emergency notification procedures	Databarracks	Databarracks	Customer
Establish and maintain Customer emergency notification procedures including authorised contact list	Customer	Customer	Databarracks

DR Target Administration, Configuration and Maintenance

Service Description	R	A	C	I
Provide Databarracks secure remote access to the Customer-managed cloud DR Target	Customer	Customer		Databarracks
Provide secure remote access to the Customer DR environment in the Databarracks-managed cloud DR Target	Databarracks & Customer	Databarracks		Customer
Provide Databarracks secure remote access to Customer-side (source) environment	Customer	Customer		Databarracks
Monitor and manage the Customer network circuits connecting to the DR Target, up to and including the Customer’s VPN edge or Private Line	Customer	Customer		Databarracks
Manage and administer DR Target components delivering the DR service including VPN Gateway/Firewall rules, networks and IP subnets, storage tiers, data collection/management VM(s)	Databarracks	Databarracks		Customer
Manage and administer Customer-managed cloud DR Target components delivering the DR service including VPN Gateway/Firewall rules, networks and IP subnets, storage tiers, data collection/management VM(s)	Customer	Customer		Databarracks
Recommend, plan and implement DR Software product patches and upgrades	Databarracks	Databarracks		Customer
Escalate DR Software-related issues to vendor product support where required, and conduct troubleshooting work with vendor until resolved	Databarracks	Databarracks		Customer
Maintain DNS records to facilitate failover for Customer’s internet-facing services (e.g. MX records for mail)	Customer	Customer	Databarracks
Manage and administer DNS configuration required for services in DR Target	Customer & Databarracks	Customer	Databarracks
Develop/enforce network security policies for Customer-managed DR Target	Databarracks	Databarracks		Customer
Develop/enforce network security policies for Databarracks-managed cloud DR Target	Customer	Customer		Databarracks
Request Customer specific firewall rule changes	Customer	Customer	Databarracks
Manage firewall rule changes within the Customer-managed DR Target	Customer	Customer	Databarracks
Manage firewall rule changes within the Databarracks-managed cloud DR Target	Customer & Databarracks	Databarracks	Customer

DR Exercises

Service Description	R	A	C	I
Notify Databarracks of intent to perform unmanaged failover exercise to the Customer-managed cloud DR Target– customer to give minimum 5 working days’ notice	Customer	Customer	Databarracks
Notify Databarracks of intent to perform unmanaged failover exercise to Databarracks-managed cloud DR Target– customer to give minimum 5 working days’ notice	Customer	Customer	Databarracks
Notify Databarracks of intent to perform managed (= assisted by Databarracks team) failover exercise – customer to give minimum 5 working days’ notice	Customer	Customer	Databarracks
Conduct managed failover exercises with customer including any troubleshooting and post-exercise optimisations or configuration required	Databarracks & Customer	Databarracks	Customer
Participate in testing exercises after making agreed changes to ensure continued functionality of service	Databarracks & Customer	Customer

Self Service Portal

Service Description	R	A	C	I
Maintain and administer access controls for the DR source Software portal	Databarracks	Customer	Customer
Maintain and administer access controls for the Software portal in Customer-managed cloud DR Target cloud	Customer & Databarracks	Customer	Customer
Maintain and administer access controls for the Software portal in Databarracks-managed cloud DR Target	Databarracks	Databarracks	Customer
Manage recovered virtual machines in the DR Target during an invocation scenario	Customer	Customer	Databarracks

Live Disaster Declaration

Service Description	R	A	C	I
In the event of the customer needing to declare a live disaster the customer should make reasonable effort to notify Databarracks at the earliest opportunity, even if to put resources on standby pending a final go-ahead decision	Customer	Customer	Databarracks
Identify a single point of contact for disaster recovery co-ordination with Databarracks. This individual shall have authority to make all DRaaS related decisions on behalf of Customer’s organisation	Customer	Customer		Databarracks
Carry out live fail-over upon Customer’s instruction	Databarracks	Databarracks	Customer
Test failed-over servers including remote access and communicate with end users in accordance with the IT disaster recovery plan	Customer	Customer		Databarrack

Fail-back from Live Invocation

Service Description	R	A	C	I
Planning of fail-back from a live invocation	Databarracks & Customer	Customer	Databarracks
Preparing customers ‘new’ client environment for fail-back	Customer & Databarracks	Customer	Databarracks
Configuring and effecting reverse replication ready for fail-back	Databarracks & Customer	Databarracks	Customer
Undertake failback to ‘new’ Customer environment	Databarracks & Customer	Databarracks	Customer
Validating successful fail-back and commissioning as live customer environment again	Customer	Customer	Databarracks
Re-configuration of reverse replication to Customer-managed cloud DR Target following resumption of Customer site as live site	Customer & Databarracks	Customer	Databarracks
Re-configuration of reverse replication to Databarracks-managed cloud DR Target following resumption of Customer site as live site	Databarracks	Databarracks	Customer
Re-test client cloud DR Target following resumption of Customer site as live site	Customer & Databarracks	Customer	Databarracks
Re-test Databarracks cloud DR Target following resumption of Customer site as live site	Customer & Databarracks	Databarracks	Customer

Issue Resolution

Service Description	R	A	C	I
Resolution of issues identified with the Customer-managed cloud DR Target resources	Customer	Customer	Databarracks
Resolution of issues identified with the Databarracks-managed cloud DR Target resources	Databarracks	Databarracks		Customer
Resolution of issues identified with the Disaster Recovery software	Databarracks	Databarracks		Customer
Resolution of issues identified with DRaaS connectivity from Customer-side (source) to Customer-managed cloud DR Target	Customer	Customer	Databarracks
Resolution of issues identified with DRaaS connectivity from Customer-side (source) to Databarracks-managed cloud DR Target	Customer & Databarracks	Customer	Customer & Databarracks
Resolution of issues identified with the Customer-side (source) equipment	Customer	Customer	Databarracks

Service Management

Service Description	R	A	C	I
Inform Databarracks of service affecting incidents	Customer	Customer		Databarracks
Inform Databarracks of planned changes to Customer-side (source) or Customer-Managed cloud DR Target infrastructure that could affect replicated VMs, e.g. hypervisor upgrades, hypervisor management tool upgrades, VM OS upgrades, hypervisor-level encryption, VM encryption, licensing dongles, relevant network changes, firewall changes, ISP/carrier changes	Customer	Customer	Databarracks
Inform Customer of planned changes to Databarracks-managed cloud DR Target to the extent that the provider publishes this information to Databarracks or publicly, for example changes to/or retirement of utilised VM types, storage tiers, gateway types, etc.	Databarracks	Databarracks		Customer
Databarracks initiated Change Management	Databarracks	Databarracks	Customer
Customer initiated Change Management, e.g. power downs, etc.	Customer	Customer	Databarracks
Providing (and updating) list of customer-authorised contacts permitted to authenticate BAU requests, incidents, changes and invoke DR	Customer	Customer		Databarracks
Service Management meetings	Databarracks & Customer	Databarracks

Customers will be informed at least 30 days in advance of a change to this online documentation.