PSaaS Appliance: Roles and Responsibilities
The PSaaS Appliance is a managed service that is used if your organization's compliance and/or policy requirements prevent you from utilizing a multi-tenant cloud service. The PSaaS Appliance provides the packaging and services required to run the Auth0 code base in a third-party environment.
General Division of Responsibilities
Auth0 is responsible for:
- Initial installation;
- General maintenance;
- Installation of patches/updates.
The subscriber is responsible for supplying and monitoring the infrastructure on which the PSaaS Appliance runs. This includes, but is not limited to:
- The Virtual Machine host;
- Network resources;
- Required dependencies.
Detailed Division of Responsibilities
The following RACI Matrix provides a more in-depth summary of the roles and responsibilities that will be allocated between Auth0 and the subscriber.
- Responsible: the assigned party who is responsible for implementing the task as required;
- Accountable: the assigned party who is accountable for the task being completed as required;
- Consulted: the party (or parties) whose opinions are requested and with whom there is two-way communication;
- Informed: the party (or parties) who are kept up-to-date with regards to progress and with whom there is one-way communication
|PSaaS Appliance-Related Tasks or Deliverables||Auth0||Subscriber||Notes|
|Preparing VM Infrastructure, including: memory, storage, processors, load balances, networks, SSL certificates, DNS records, SMTP servers, enabling Auth0 access via Jumphost/VPN||C||R, A (subscriber's infrastructure engineer)||The subscriber will submit the PSaaS Appliance Infrastructure Checklist when the VMs are ready and the infrastructure requirements are met.|
|Deployment to Development and Production environments||R, A - Auth0 Customer Success Engineer||I||The Auth0 Customer Success Engineer will SSH into the VMs and deploy the Appliance.|
|Configuration of Development and Production environments||C||R||The Auth0 CSE will show the subscriber's infrastructure engineer how to upload the SSL certificates, enter the SMTP credentials, and add administrators.|
|Operations Handover||R||C||Auth0 Customer Success Engineers will provide a 90-minute Operations Handover meeting to review information regarding PSaaS Appliance monitoring, backup, and updates, as well as answer questions.|
|Monitoring||I||R, A||The subscriber is responsible for monitoring the PSaaS Appliance.|
|Backing Up||I (in the event that there are issues)||R, A||The subscriber is responsible for backing up the PSaaS Appliance using the Command-Line Tools.|
|Code Integration into Applications||C, I (in the event that there are issues)||R, A||The subscriber is responsible for Auth0 code integration.|
|User Migration (if required)||C, I (in the event that there are issues)||R, A||The subscriber is responsible for migrating users where appropriate.|
|Updates||R||R, A||Auth0 Customer Success Engineers will partner with the subscriber's infrastructure engineers to update the PSaaS Appliance on an agreed-upon basis. The subscriber is responsible for: taking VM snapshot(s) prior to the update, providing access to the PSaaS Appliance, being present as the PSaaS Appliance updates. Auth0 is responsible for: running manual scripts (if required), informing the subscriber on the status of the upgrade.|
|Testing Updates||C, I (in the event that there are questions/issues)||R, A||The subscriber will test the PSaaS Appliance after the Development node has been updated and inform Auth0 about any issues.|
|Issue Identification and Support Ticket Submission||C||R, A||The subscriber is responsible for submitting issues via the Support Center.|
|Issue Resolution||R||C||Auth0 will provide support for issues within the core of the PSaaS Appliance. Auth0 will consult on issues pertaining to integration between Auth0 APIs and Dashboards.|