Customer Data
Any data or information included as part of the Customer’s use of the Customer Environment, including information derived from that data.
Customer Environment
The server infrastructure, applications, cloud services and supporting systems owned, leased or consumed by the Customer to provide the Customer’s IT services.
Cloud Platform
The cloud environment used to deliver the Jump-Start service, including Microsoft Azure where specified in the service contract.
Recovery Landing Zone
The clean, isolated cloud environment configured to host recovered Customer workloads during a disaster, cyber incident or recovery exercise.
Recovered Systems
Customer servers, services, applications and associated data recovered into the Recovery Landing Zone.
Backup Data
The backup datasets, recovery points or other source data used to recover Customer workloads into the Recovery Landing Zone.
Jump-Start Service
The Databarracks service that prepares, deploys and supports a Recovery Landing Zone for rapid recovery into the Cloud Platform.
Applicability
This RACI is applicable to Jump-Start services where Databarracks provides a cloud-based Recovery Landing Zone to support recovery of Customer workloads following a disaster, cyber incident, outage or recovery exercise.
The separate Backup RACI also applies to the relevant 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. |
| Service Description | R | A | C | I |
| Design of service for end customer | Databarracks | Databarracks | Customer | |
| Define recovery scope, workload priorities and dependencies | Customer | Customer | Databarracks | |
| Provide Databarracks with required technical information, credentials and access for onboarding | Customer | Customer | Databarracks | |
| Provision and configure Recovery Landing Zone | Databarracks | Databarracks | Customer | |
| Configure networking, security controls and governance for the Recovery Landing Zone | Databarracks | Databarracks | Customer | |
| Configure connectivity between the backups and Recovery Landing Zone | Databarracks | Databarracks | ||
| Document recovery process, escalation route and operational contacts | Databarracks & Customer | Customer | Databarracks | |
| Conduct managed failover exercises with customer including any troubleshooting and post-exercise optimisations or configuration required | Databarracks & Customer | Databarracks | Customer |
| Service Description | R | A | C | I |
| Dealing with Microsoft Azure / Cloud Platform provider if outage or service degradation affects the Recovery Landing Zone | Databarracks | Databarracks | Customer | |
| Maintenance and deployment of the Recovery Landing Zone | Databarracks | Databarracks | Customer | |
| Inform Databarracks of planned changes to Customer Environment, applications, identity, security or networking that may affect recovery | Customer | Customer | Databarracks | |
| Maintain recoverable Backup Data and recovery points for workloads in scope | Databarracks | Databarracks | Customer | |
| Review Cloud Platform consumption, service configuration and applicable cost impacts | Customer | Customer | Databarracks |
| Service Description | R | A | C | I |
| Invoke Jump-Start following a live incident or authorised recovery decision | Customer | Customer | Databarracks | |
| Identify a single Customer point of contact with authority to make recovery decisions | Customer | Customer | Databarracks | |
| Confirm recovered systems / servers priority order | Customer | Customer | Databarracks | |
| Deploy or activate the Recovery Landing Zone | Databarracks | Databarracks | Customer | |
| Recovery of systems into the Recovery Landing Zone | Databarracks | Databarracks | Customer | |
| Configure Recovery Landing Zone firewall, routing and access changes needed for recovered systems | Databarracks | Databarracks | Customer | |
| Maintain Customer-controlled DNS, identity and user access changes needed to use recovered systems | Customer | Customer | Databarracks | |
| Validate recovered applications, services and data | Customer | Customer | Databarracks | |
| Communicate recovery status to end users and Customer stakeholders | Customer | Customer | Databarracks |
| Service Description | R | A | C | I |
| Software licensing for recovered systems and applications | Customer | Customer | Databarracks | |
| Software management and patching from the Operating System upwards | Customer | Customer | Databarracks | |
| Application and service monitoring and alerting | Customer | Customer | Databarracks | |
| Monitoring and management of Recovery Landing Zone components under Databarracks management | Databarracks | Databarracks | Customer | |
| Recovery of server if failure occurs in the Recovery Landing Zone | Databarracks | Databarracks | Customer | |
| Customer user access, identity administration and application administration | Customer | Customer | Databarracks | |
| Legal, compliance, governance and regulatory obligations for systems running in DR | Customer | Customer | Databarracks | |
| Installation of backup software and operation of backups for recovered systems in the Cloud Platform, where required | Databarracks & Customer | Databarracks | Customer | |
| Cloud Platform consumption costs while running in DR | Customer | Customer |
| Service Description | R | A | C | I |
| Choose and confirm date for failback | Customer | Customer | Databarracks | |
| Plan failback from the Recovery Landing Zone to the existing or new Customer Environment | Databarracks & Customer | Customer | Databarracks | |
| Prepare the target Customer Environment for failback | Databarracks & Customer | Customer | Databarracks | |
| Recover or synchronise data from the Recovery Landing Zone to the target Customer Environment | Databarracks & Customer | Customer | Databarracks | |
| Execute failback to the target Customer Environment | Databarracks & Customer | Customer | Databarracks | |
| Validate successful failback and recommission the Customer Environment as live | Customer | Customer | Databarracks | |
| Decommission temporary Recovery Landing Zone resources after failback, where agreed | Databarracks | Databarracks | Customer | |
| Update recovery documentation and lessons learned after failback | Databarracks & Customer | Customer | Databarracks |
| Service Description | R | A | C | I |
| Resolution of issues identified with the Cloud Platform / Recovery Landing Zone resources | Databarracks | Databarracks | Customer | |
| Resolution of issues identified with live servers running on the Cloud Platform | Customer | Customer | Databarracks | |
| Resolution of issues identified with the Customer Environment or source systems | Customer | Customer | Databarracks | |
| Resolution of issues identified with Customer WAN, VPN, private connectivity or internet connectivity | Databarracks & Customer | Customer | Databarracks | |
| Resolution of issues identified with Backup Data or backup software used for recovery | Databarracks & Customer | Databarracks | Customer | |
| Escalation to Cloud Platform provider support where required | Databarracks | Databarracks | Customer |
Customers will be informed at least 30 days in advance of a change to this online documentation.