Phase 3: Run

3 min read

Scope

The "Run" phase is the final stage in the implementation of Unique's solution, focusing on ongoing support, regular updates, and optimization. This phase ensures that the client's environment remains up-to-date, secure, and efficiently managed. It involves continuous collaboration between the client and Unique to handle incidents, perform regular maintenance, and optimize configurations. The phase covers activities such as installing regular updates, triaging incidents, providing logs and telemetry, conducting audits and compliance checks, and making necessary adjustments to optimize system configurations. Unique's role includes delivering new bundles, investigating support tickets, advising on configuration issues, and providing updates and support.

Audience

This phase is intended for IT administrators and cloud architects responsible for the ongoing maintenance and optimization of the Unique solution in the client's Azure environment. It is also relevant for the client's support teams who manage day-to-day operations and handle incidents. The document provides a structured framework for these stakeholders to ensure continuous support and efficient management of the environment, facilitating a secure and optimized deployment of the Unique solution.

Expected Duration

• The ULZ model, when all pre-installation steps are fulfilled, is typically ready for testing on the client's tenant after approximately 3 months. Production-ready setups often take more than 6 months due to dependencies on security requirements, processes, and client permissions.

• For models deviating from the ULZ standard, testing readiness on the client's tenant usually occurs after at least 9 months. This extended timeline is due to dependencies on security requirements, processes, and client permissions. In these cases, production-ready setups often take more than 12 months from the first iteration.

Dependencies

• Ongoing client support and updates.
• Successful completion of the previous phase.

Client Activities

1. Install Regular Updates and Bundles
   • Install updates as provided by Unique.
   • Continue installing updates and managing the bundle.
2. Triage Incidents
   • Handle incidents internally with the 1st Level Support team established during the SET UP phase.
3. Provide Logs and Telemetry
   • Provide necessary logs and telemetry to aid in incident resolution and support.
4. Conduct Audits and Compliance Checks
   • Regularly perform audits and compliance checks to ensure configurations meet standards.
5. Optimize Configurations
   • Make necessary adjustments to optimize system configurations.

Unique Activities

1. Provide New Bundles
   • Deliver new bundles as defined in the Upgrade and Release Process.
2. Investigate Support Tickets
   • Triage and investigate support tickets submitted by the client.
3. Advise on Configuration Issues
   • Offer advisory support on configuration issues, including advising on compliance and optimization.
4. Deliver Updates and Support
   • Provide fixes for bugs and support updates as necessary.
5. Compliance and Optimization
   • Advise on compliance matters and suggest optimization strategies.

Out of Scope

• Environment Access: If Unique has no access to the environment, investigations on the tenant itself by Unique employees are inherently impossible. The client must provide logs, telemetry, or requested screenshots/screen sharing to help resolve an issue. This is part of the 1st Level (Application) Support.

• Configuration Bugs: Unique commits to resolving bugs within the Unique product. Configuration bugs like "the reference architecture was wrong" are noted and ported into documentation but not actively fixed by Unique. This is a customer-managed tenant, so the client manages the infrastructure. Unique can advise at a rate and, in such cases, co-learn for future Reference Architecture.

• Bug Fixes: Unique only provides bug fixes in the latest Unique version or newest bundles. Hotfixes are not supported unless needed. In case of a breaking bug, the client must roll back to the last release and wait for the next release that contains a fix. Unique prioritizes high-severity issues for the next release.

Prerequisites

• Completed previous phases.

Additional notes

• Dependencies: Each phase depends on the successful completion of the previous phase.

• Azure Costs: Directly paid by the customer.

• Availability: Timelines depend on the availability of client and Unique employees.

• Non-binding Estimations: Effort highly dependent on the client's security requirements, processes, and permissions.