> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/operate/support-and-escalation/support-responsibilities/customer-operational-support.md). # Customer operational support Understand support responsibilities when a customer provides Level 1 support and submits cases directly to AnywhereNow. Use this model when the customer provides the prime contact and Level 1 support for its users, then submits validated cases directly to AnywhereNow Level 2 and Level 3 support. In this model, the enterprise operates its Dialogue Cloud environment with qualified and trained staff. The enterprise remains responsible for customer-side dependencies such as the Microsoft 365 tenant, Microsoft Entra ID, Azure tenant resources, SIP trunk, SBC, and applicable entry-point interfaces. ## Customer responsibilities The customer is responsible for: * Operating the Dialogue Cloud environment with qualified and trained staff. * Providing Level 1 helpdesk support to its users. * Maintaining at least two trained Level 1 support staff members. * Providing the email address and phone number of authorized support staff to AnywhereNow so they can submit cases. * Submitting validated cases through the support portal according to the applicable guidelines when the issue is highly likely to be attributable to Dialogue Cloud. * Submitting Priority 1 cases through the support portal and, when follow-up is needed, calling the 24x7 support number provided by AnywhereNow. * Performing Root Cause Analyses (RCA) after Priority 1 incidents caused by systems or dependencies other than Dialogue Cloud. * Supporting timely case resolution. * Providing AnywhereNow Level 2 and Level 3 support engineers with access to systems and infrastructure when needed to resolve an incident. * Managing Dialogue Cloud configuration and functional administration for the customer environment. * Updating Dialogue Cloud software components according to the [Product Lifecycle Policy](/operate/lifecycle/product-lifecycle-policy.md). ## RASCI table | Area | Responsibility | AnywhereNow | Customer | End user | | --------------------------------------------------------------------------------- | --------------------------------------------------------- | --------------------------- | ---------------------------- | ------------------- | | Functional management of the customer setup | Configure the customer setup | Consulted; Informed | Accountable and responsible | | | Functional management of the customer setup | Maintain the customer tenant | Consulted | Accountable and responsible | | | Functional management of the customer setup | Maintain backups and documentation for the customer setup | Consulted | Accountable and responsible | | | Data transmission between the customer tenant, cloud services, and Dialogue Cloud | Connections from the customer to Dialogue Cloud services | Support; Consulted | Accountable and responsible | | | Data transmission between the customer tenant, cloud services, and Dialogue Cloud | Process and send data received from the customer | Accountable and responsible | Support; Consulted | | | Data transmission between the customer tenant, cloud services, and Dialogue Cloud | Monitor and maintain Dialogue Cloud services | Accountable and responsible | Informed | | | Customer support | Prime support contact for the customer | Consulted | Accountable and responsible | Informed | | Customer support | Level 1 Basic support: helpdesk and triage | Consulted | Accountable and responsible | Support; Informed | | Customer support | Level 2 Intermediate support: analysis | Accountable and responsible | Support; Informed | Support; Informed | | Customer support | Level 3 Expert support | Accountable and responsible | Support; Informed | Support; Informed | | Customer support | Submit cases to AnywhereNow according to guidelines | Consulted | Accountable and responsible | Support; Informed | | Customer support | Standard service request from the customer | Support; Consulted | Accountable and responsible | Consulted; Informed | | Customer support | RCA for Priority 1 incidents caused by Dialogue Cloud | Accountable and responsible | Support; Consulted; Informed | Support; Informed | | Customer support | RCA for Priority 1 incidents with other causes | Support; Consulted | Accountable and responsible | Support; Informed | | Enablement and certification | Trained staff to support end users | Support; Consulted | Accountable and responsible | Support; Informed | | Enablement and certification | Certified staff to support customers | Support; Consulted | Accountable and responsible | | | Enablement and certification | AnywhereNow training and certifications provision | Accountable and responsible | Support; Consulted; Informed | | ## Managed systems overview | System area | Managed by | | ------------------------------------------------------------- | ----------- | | Dialogue Cloud back end | AnywhereNow | | Microsoft 365, Microsoft Entra ID, and Azure tenant resources | Customer | | SBC, including attached trunk | Customer | ## Support flow 1. Customer trained Level 1 support staff logs a detailed case in the online support portal when the issue is highly likely to be attributable to Dialogue Cloud. 2. AnywhereNow Level 2 and Level 3 support operations engineers handle the case with assistance from the customer. 3. Trained customer staff handles internal end-user communication, including closure of the incident or service request. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. 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