Responsibilities for Penta and Customers who have Managed Services Contracts
- Claire Aleman
Issue/Symptom/Question
What does Penta Managed Services contract cover and what is our responsibility?
Applies To
Penta Managed Services Contracted Customers
Resolution/Fix/Answer
At a high-level, Penta is responsible for maintaining the platform and necessary environment to run Penta for Windows. This includes troubleshooting system related issues and maintenance of the operating system. Penta is also responsible to configuring the network within the AWS Environment and making changes according to the partner's needs. The partner is still responsible for some IT-related items. These include user management in Active Directory, troubleshooting user-specific issues, maintenance of additional third-party applications, and licensing of O365. The below chart gives some examples but is by no means exhaustive, but is to give an idea who is best suited to provide a resolution.
| Penta Responsibility | Customer Responsibility |
|---|---|
| System disk space availability | User profile disk space availability |
| Installation and configuration of Endpoint Protection, and Penta essential applications (ie Microsoft Word). | Installation and configuration of additional applications that are business specific. |
Opening up ports or addresses for access to applications or locations and troubleshooting network issues between AWS VMs or to the AWS-side VPN. | configuring local-side VPN endpoint and troubleshooting network issues outside of the AWS Environment. |
| Creating Printer scripts on the Linux server for use within Penta. | Troubleshooting and configuring windows printers for users |
| Configuring the RDS Environment | Adding and removing users from PENTA RDS Group |
| Creating and maintaining GPOs for computer configuration. | Creating and maintaining GPOs for user configuration. |
Please set up a service desk ticket if there is an item that is not listed or you would like to clarify.