Auth0 Appliance: Roles and Responsibilities

The Auth0 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 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 Appliance runs. This includes, but is not limited to:

  • The Virtual Machine host;
  • Storage;
  • 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.

RACI

  • 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
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 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 Appliance monitoring, backup, and updates, as well as answer questions.
Monitoring I R, A The subscriber is responsible for monitoring the Appliance.
Backing Up I (in the event that there are issues) R, A The subscriber is responsible for backing up the 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 Appliance on an agreed-upon basis. The subscriber is responsible for: taking VM snapshot(s) prior to the update, providing access to the Appliance, being present as the 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 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 Appliance. Auth0 will consult on issues pertaining to integration between Auth0 APIs and Dashboards.

Further Reading

For more information about the Appliance, see: