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;
  • 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.


  • 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.

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