Support Responsibility Matrix

The matrix below defines the primary responsible party for troubleshooting and resolving different types of issues. Trustgrid support can be engaged to assist in resolving issues not directly in scope of their responsibility.

Organization and Roles

Trustgrid

Trustgrid is a software and services provider that operates a multi-tenant cloud management system and assists customers and end-users with the deployment and management of a data transfer plane.

Customer

Customers have a direct, contractual relationship with Trustgrid to utilize Trustgrid’s software and services. Depending on the contractual relationship with Trustgrid, Customers may also assume the role and responsibilities of End Users.

End-User

End Users own and operate a physical, virtual or cloud environment in which the Trustgrid software may be installed.

Terminology

Field NameDescription
Trustgrid Management PortalCloud-based system used to remotely manage, monitor, and configure Trustgrid Nodes.
Trustgrid NodeAppliance running Trustgrid’s software to facilitate Trustgrid Connect, EdgeCompute, and RemoteAccess services. These appliances could be deployed on physical devices or as virtual machines. The appliance consists of the Trustgrid software and the underlying operating system (OS).
Customer SiteSite with Trustgrid node(s) deployed and managed by the Customer.
End-User SiteSite with Trustgrid node(s) deployed and managed by the End-User.

Support Matrix

Issue TypeTrustgridCustomerEnd-User
Trustgrid software or operating system issuesFullNoneNone
Hardware applianceSharedSharedNone
Control Plane ConnectivitySharedShared - Customer SiteShared - End-User Site
Data Plane ConnectivityLimited1SharedShared
Data Plane PerformanceSharedSharedShared
Power and physical network connectivity for Trustgrid ApplianceNoneFull - Customer SiteFull - End-User Site
Internet ServiceNoneFull - Customer SiteFull - End-User Site
Internet Side FirewallNoneFull - Customer SiteFull - End-User Site
Local networking including switching and firewallNoneFull - Customer SiteFull - End-User Site

1Trustgrid can work with the Customer and End-User to confirm that the Trustgrid system is working as expected and provide additional information to aid in troubleshooting.

Tier One Support

The customer’s support team should be the end-user’s first point of contact. Trustgrid’s standard support contract makes the customer responsible for performing tier one support tasks prior to escalating Trustgrid Support. This includes contacting end-user technical resources as needed.

Example tasks include: