Institutional Pilot Support & Ownership Model (RACI)

Overview

This document defines the Responsibility Assignment Matrix (RACI) for CepatEdge during institutional pilot phase. RACI clarifies roles and responsibilities to ensure smooth operations and clear accountability.

RACI Definitions

• R (Responsible): Executes the work, completes tasks
• A (Accountable): Ultimately answerable for correct and thorough completion
• C (Consulted): Provides input and expertise before decisions
• I (Informed): Kept up-to-date on progress and outcomes

Pilot Phase RACI Matrix

1. System Deployment & Infrastructure

Activity	CepatEdge Dev	University IT	Cloudflare	Neon
Initial deployment	R	A, C	C	C
Domain configuration	C	R	I	I
SSL certificate setup	I	R	C	I
DNS configuration	I	R	C	I
Environment setup	R	C	I	I
Access provisioning	C	R	I	I

2. System Operations & Monitoring

Activity	CepatEdge Dev	University IT	Cloudflare	Neon
System health monitoring	I	R	C	C
Performance monitoring	I	R	C	I
Security monitoring	I	R	C	C
Incident detection	A	R	I	I
Incident response	R	A	C	C
Backup verification	I	R	C	C

3. User Management & Access

Activity	CepatEdge Dev	University IT	Cloudflare	Neon
SSO configuration	R	C	I	I
Role mapping setup	R	A	I	I
User provisioning	A	C	I	I
Access revocation	A	R	I	I
Audit log access	C	R	I	I

4. Maintenance & Support

Activity	CepatEdge Dev	University IT	Cloudflare	Neon
Application updates	R	A	I	I
Infrastructure patches	I	I	R	R
Emergency fixes	R	A	C	C
Performance optimization	R	C	I	I
Security updates	R	A	C	C

5. Data Management & Compliance

Activity	CepatEdge Dev	University IT	Cloudflare	Neon
Data retention compliance	R	A	I	C
Backup scheduling	I	I	C	R
Data export requests	R	C	I	I
PII handling	R	A	I	I
Audit compliance	R	C	I	I

Communication & Escalation

Primary Contacts

• CepatEdge Development: [Development Team Contact]
• University IT Operations: [IT Operations Lead]
• Cloudflare Support: Enterprise support contract
• Neon Support: Enterprise support contract

Escalation Path

1. Level 1: Local team investigation (target: 1 hour resolution)
2. Level 2: Cross-team coordination (target: 4 hour resolution)
3. Level 3: Executive escalation (target: 24 hour resolution)

Communication Channels

• Incidents: [Incident management system/tool]
• Updates: Email distribution list
• Documentation: Shared knowledge base
• Planning: Bi-weekly coordination calls

Service Level Expectations

Availability

• Target: 99.5% uptime during business hours
• Critical Hours: 8 AM - 6 PM institutional timezone
• Maintenance Windows: Scheduled with 2-week advance notice

Response Times

• P1 (System Down): 15 minutes
• P2 (Major Impact): 1 hour
• P3 (Minor Impact): 4 hours
• P4 (General Inquiry): 24 hours

Backup & Recovery

• RTO: 4 hours for critical systems
• RPO: 1 hour data loss tolerance
• Backup Frequency: Continuous (managed services)

Success Metrics

Operational KPIs

• Mean Time To Resolution (MTTR)
• Mean Time Between Failures (MTBF)
• Incident volume and severity trends
• User satisfaction scores

Business KPIs

• System adoption rate
• Process efficiency improvements
• Compliance audit results
• Cost savings achieved

Risk Mitigation

Shared Responsibilities

• Change Management: Coordinated deployment schedules
• Knowledge Transfer: Ongoing training and documentation
• Vendor Management: Unified vendor communication
• Compliance: Joint responsibility for regulatory requirements

Contingency Planning

• Backup Operations: Alternative processes documented
• Vendor Failures: Mitigation strategies for each provider
• Team Coverage: Cross-training and backup personnel
• Communication: Multiple channels for critical updates

---

Notes for Pilot Phase

This RACI matrix is designed for the initial pilot phase and can be adjusted based on:

• Actual usage patterns
• Institutional requirements
• Operational experience
• Resource availability

Review Schedule: Monthly during pilot, quarterly post-production.