iMIS Hosting Areas of

Responsibility

August 3, 2018
iMIS Hosting Areas of Responsibility

Overview
The purpose of this document is to explain and identify the areas of responsibility within ASI
Hosting. There are 3 areas of ASI Hosting:
1. Standard Cloud – Fully managed by Cloud Services
2. Cloud Plus – Virtual Dedicated Servers (managed by the client and/or AiSP) and Shared
SQL Server (managed by Cloud Services)
3. Traditional – All Virtual Dedicated Servers fully managed by the client and/or AiSP

Areas of Responsibility Standard Cloud Cloud Plus Traditional Notes

Windows updates CS CS CS CS will roll out
windows updates
each month
On Demand SQL CS CS on request Client/AiSP Refer to backup
Backups/Restores policy for the
schedule
Snapshots CS CS on request CS on request
Monitoring CS CS CS Site-Uptime, Disk
Space, Memory,
and CPU
utilization. If the
Cloud Plus or
Traditional
hosted client
changes the URL,
they are
responsible to
notify CS to
update the Site
Uptime monitor
Resource Expansion CS – Automatic CS – Charge on CS – Charge on Cloud Plus and
request request Traditional will
need to open a
hosting zendesk
ticket requesting
a quote
Performance CS CS CS Cloud Services
Troubleshooting will review the
Environment environment for
any potential
performance
issues.
Performance CS Client/AiSP Client/AiSP
Troubleshooting
Product

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iMIS Hosting Areas of Responsibility

IISRESET CS Emergency only Emergency only The responsibility

for this is on the
Client/AiSP. If
there is an
emergency
situation and CS
is needed to
assist, they can as
a courtesy.
AppPool Recycle CS Emergency only Emergency only The responsibility
for this is on the
Client/AiSP. If
there is an
emergency
situation and CS
is needed to
assist, they can as
a courtesy.

IIS Changes (URL CS Client/AiSP Client/AiSP

ReWrite)
IIS Changes (URL CS – Bindings Client/AiSP Client/AiSP
Redirects)
Add Licensing for iMIS CS Client/AiSP Client/AiSP
Remote Apps (Desktop) CS CS During Initial CS During Initial Once a VDS is
Setup Only Setup Only released and a
new Remote app
needs to be
created or
supported this
falls under the
Client/AiSP
responsibility
SFTP CS Client/AiSP – RDP is Client/AiSP – RDP is
the preferred the preferred
solution solution
SSL Certificate support CS Client/AiSP Client/AiSP
and renewal
Multiple CS – Cost Client/AiSP Client/AiSP
Domains Support
iMIS Upgrades CS Client/AiSP Client/AiSP
iMIS Service Packs CS Client/AiSP Client/AiSP
Web.config Changes Not Allowed Client/AiSP Client/AiSP
3rd Party Support CS-Informz only Client/AiSP Client/AiSP
Custom Files Support Not Allowed Client/AiSP Client/AiSP

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iMIS Hosting Areas of Responsibility

DB Modifications CS – Approval Client/AiSP Client/AiSP

process
SQL SP Updates CS CS CS
Windows Scheduled Not Supported Client/AiSP Client/AiSP
Task or SQL Jobs
PCI Validation CS Client/AiSP Client/AiSP
OS Upgrades CS – Move to new On request – Move On request – Move
OS Server. No performed by performed by
inplace upgrades Client/AiSP Client/AiSP
SQL Server Upgrades CS CS on request CS on request – Fee
applies
2 Factor Authentication N/A CS on request – fee CS on request – fee