> 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/partner-operational-support.md). # Partner operational support Understand support responsibilities when a partner is the first support contact for a Dialogue Cloud customer. Use this model when a partner is the first support contact for the customer. In this model, AnywhereNow provides and maintains the Dialogue Cloud application and the underlying cloud platform within the agreed capacities. The partner provides the operational Dialogue Cloud implementation to the enterprise with qualified staff. ## AnywhereNow responsibilities AnywhereNow is responsible for: * Providing Level 2 Advanced support, including 24x7 support, and Level 3 Expert support. * Performing Root Cause Analyses (RCA) after Priority 1 incidents solely caused by a Dialogue Cloud component. * Providing partner training. * Providing the support portal for logging and tracking cases. * Providing online documentation. * Monitoring and maintaining the Dialogue Cloud platform. * Providing the status portal. ## Partner responsibilities The partner is responsible for: * Providing the operational Dialogue Cloud implementation with qualified staff. * Managing customer-side dependencies such as the Microsoft 365 tenant, Microsoft Entra ID, Azure tenant resources, SIP trunk, SBC, and applicable entry-point interfaces. * Providing Level 1 Basic and Level 2 Intermediate helpdesk support to customers. * Maintaining at least two certified staff members for Level 1 Basic and Level 2 Intermediate support. * Providing the email address and phone number of authorized staff to AnywhereNow so they can submit cases. * Submitting cases through the support portal on behalf of the customer according to the applicable guidelines. * Submitting Priority 1 cases through the support portal and, when follow-up is needed, calling the 24x7 support number provided by AnywhereNow. * Performing RCA after Priority 1 incidents caused by systems or dependencies other than Dialogue Cloud. * Supporting timely case resolution. * Managing Dialogue Cloud configuration and supporting the enterprise with functional management. * Installing and configuring client-side components, such as wallboards, on the enterprise infrastructure. * Providing support and consultancy for updating Dialogue Cloud software components according to the [Product Lifecycle Policy](/operate/lifecycle/product-lifecycle-policy.md). ## RASCI table | Area | Responsibility | AnywhereNow | Partner | Enterprise | | --------------------------------------------------------------------------------- | --------------------------------------------------------- | --------------------------- | ------------------------------------ | ---------------------------------------------- | | Functional management of the customer setup | Configure the customer setup | Consulted; Informed | Support; Consulted | Accountable and responsible | | Functional management of the customer setup | Maintain the customer tenant | Consulted | Support; Consulted | Accountable and responsible | | Functional management of the customer setup | Maintain backups and documentation for the customer setup | Consulted | Support; 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 | Accountable and responsible; Informed | | Data transmission between the customer tenant, cloud services, and Dialogue Cloud | Process and send data received from the customer | Accountable and responsible | Support; Consulted | Support; Informed | | Data transmission between the customer tenant, cloud services, and Dialogue Cloud | Monitor and maintain Dialogue Cloud services | Accountable and responsible | Informed | Informed | | Customer support | Prime support contact for the customer | Informed | 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 | Consulted | Accountable and responsible | Support; Informed | | Customer support | Level 2 Advanced support | 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 | 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 | 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 | Partner | | SBC with attached trunk | Partner | ## Support flow 1. Customer contacts the partner. 2. Partner trained staff attempts to resolve the case using available resources such as online documentation and a test environment. 3. If the partner cannot resolve the issue and determines that it is highly likely to be attributable to Dialogue Cloud, partner trained staff logs a detailed case in the online support portal according to the applicable guidelines. 4. AnywhereNow Level 2 and Level 3 support operations engineers handle the case with assistance from the partner. 5. The partner handles customer 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. 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