Who is responsible for what?
Shared responsibility model means that, although Sysbee is responsible for the infrastructure, there is still a shared responsibility between Sysbee and the customers, so the services work as expected.
Shared responsibility model explained
With our Managed Services (Managed Infrastructure, Managed AWS, Managed Magento and Managed GitLab), Sysbee is responsible for keeping the servers up and running and ensuring the infrastructure works properly. The customer, on the other hand, is responsible for the applications, databases and any other services installed on the servers.
Sysbee’s responsibility
The infrastructure leased to the customer is Sysbee’s responsibility. This infrastructure is composed of the hardware, software, networking, and facilities that run Sysbee Services. Sysbee is responsible for the servers, both physical and virtual (monitoring, performance, updates and regular maintenance), as well as the network used by those servers.
Customer’s responsibility
The customer assumes responsibility and management of the web applications running on the provided servers, including keeping the said application up to date, ensuring there are no security issues (malware, access, etc.), troubleshooting issues related to third-party apps used by the application, etc.
Legal documents
| Responsibility | Customer | Sysbee | |
|---|---|---|---|
| Security | Web application security | ✓ | ✗ |
| Web application data encryption and data integrity | ✓ | ✗ | |
| Web application access management | ✓ | ✗ | |
| Local backup | ✓ | ✗ | |
| Awarness and training of employees regarding security best practices | ✓ | ✗ | |
| OS, network and firewall configuration | ✗ | ✓ | |
| Network traffic security | ✗ | ✓ | |
| Server side encryption | ✗ | ✓ | |
| Server side access management | ✗ | ✓ | |
| Server side backup | ✗ | ✓ | |
| Maintenance | Web application development | ✓ | ✗ |
| Web application patching and updates | ✓ | ✗ | |
| Local hardware or software maintenance | ✓ | ✗ | |
| Server setup and configuration | ✗ | ✓ | |
| Server OS patching and updates | ✗ | ✓ | |
| Server and network hardware maintenance | ✗ | ✓ | |
| Capacity planning and load balancing | ✗ | ✓ | |
| Server performance monitoring | ✗ | ✓ | |
| Web application issue debugging | ✓ | ✗ | |
| Troubleshooting | Local network troubleshooting | ✓ | ✗ |
| Local hardware troubleshooting | ✓ | ✗ | |
| Web application malware removal | ✓ | ✗ | |
| Database schema design and query optimization | ✓ | ✗ | |
| Troubleshooting issues related to third party applications or plugins | ✓ | ✗ | |
| Resolving SEO issues | ✓ | ✗ | |
| Server performance issues debugging | ✗ | ✓ | |
| Server network issues troubleshooting | ✗ | ✓ | |
| Restoring web application backup (upon request) | ✗ | ✓ |
Summary
Sysbee is responsible for patching and fixing flaws within the infrastructure, but customers are responsible for patching their applications. Similarly, Sysbee maintains the configuration of its infrastructure devices, but a customer is responsible for configuring their own databases and applications. And lastly, Sysbee trains Sysbee employees, but a customer must train their own employees.