IBM Support

Overview of Roles & Responsibilities for IBM Connections Cloud

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Abstract

The tables below show the standard, high-level roles and responsibilities pertaining to IBM Connections Cloud (formerly IBM SmartCloud for Social Business) services for both customers and IBM.

Content



 

 

Start Here: Legend for tables

 

 

 

  indicates who owns the role or responsibility
-   indicates who does not own the role or responsibility
***   indicates IBM may assist on a fee basis
n/a   not applicable

 

 

 

Service (Server) Oriented

 

 

 
Connections Cloud
&
Connections Social Cloud
Web Mail Cloud
Connections
Meetings Cloud
SmartCloud
Notes
 
IBM
Customer
IBM
Customer
IBM
Customer
IBM
Customer
Infrastructure and server monitoring
-
-
-
-
Manage and maintain service environment
-
-
-
-
Manage spam/virus filters
-
-
-
-
Implement spam filter’s white list
n/a
n/a
-
n/a
n/a
-

 

Support

 

 
Connections Cloud & Connections Social Cloud
Web Mail Cloud
Connections Meetings Cloud
SmartCloud Notes
 
IBM
Customer
IBM
Customer
IBM
Customer
IBM
Customer
Escalation support for defects & problems related to software/ service applications
-
-
-
-
First-level support & user support for all problems
-
-
-
-
Customization problems
***
***
***
***
Client operating system problems
-
-
-
-
Client hardware problems
-
-
-
-
Client network problems
-
-
-
-
Mobile device problems
-
-
-
-
Mobile network connectivity problems
-
-
-
-
Escalation support for defects & problems related to mobile client applications
-
-
-
-
Browser problems
-
-
-
-
Vendor software/3rd-party application problems
-
-
-
-

 

Account Provisioning & Registration

 

 
Connections Cloud
&
Connections Social Cloud
Web Mail Cloud
Connections
Meetings Cloud
SmartCloud
Notes
 
IBM
Customer
IBM
Customer
IBM
Customer
IBM
Customer
Details for initial named administrator account(s)
-
-
-
-
Setup of initial accounts for assignment
-
-
-
-
Send administrative console login information to named administrator(s)
-
-
-
-
Specification of user details for initial bulk load in required format
-
-
n/a
n/a
-
One-time initial bulk load of user accounts
-
-
n/a
n/a
-
Subsequent addition of user accounts
-
-
n/a
n/a
-
Complete registration (password, country, language, terms acceptance)
-
-
-
-
Deletion of users
-
-
n/a
n/a
-
Change of user names or subscriptions
-
-
n/a
n/a
-
Password reset requests
-
-
-
-

 

Enablement Training

 

 
Connections Cloud
&
Connections Social Cloud
Web Mail Cloud
Connections
Meetings Cloud
SmartCloud
Notes
 
IBM
Customer
IBM
Customer
IBM
Customer
IBM
Customer
Provide access to training materials
-
-
-
-
Train users
-
-
-
-
Notification of service maintenance windows

 

SmartCloud Notes Hybrid environment

 

 
Connections Cloud
&
Connections Social Cloud
Web Mail Cloud
Connections
Meetings Cloud
SmartCloud
Notes
 
IBM
Customer
IBM
Customer
IBM
Customer
IBM
Customer
Administration of on-premise Domino servers
n/a
n/a
n/a
n/a
n/a
n/a
-
Configuration of on-premise environment for use with LotusLive Notes service
n/a
n/a
n/a
n/a
n/a
n/a
-

Cross reference information
Product Component Platform Version Edition
IBM Connections Social Cloud
IBM SmartCloud Notes
IBM Connections Meetings Cloud

Document information

More support for: IBM Connections Cloud

Component: --

Software version: Not Applicable

Operating system(s): Linux, Windows

Reference #: 7023836

Modified date: 13 August 2018