Process Step

Actions

Sales/Pre-Sales Transition to Managed Services

• Sales provides client profile to support and MST (Managed Services Team).

• MST enters client profile Client Profile in the "AC Cloud Client Profile".

• MST submits license request to support as per client profileTech Support as per Client Profile and also inform subscription ID (customername-environment such as Nuvem-prod, paychex-dev etc.) to Tech Support.

• Support generates license keys per client profile and sends them to MST.

Submit Infra Resource Ticket to Connectria

• MST compiles environment request details along with a variable script based on "AC Cloud Client Profile".

• MST member submits for manager approval.

• MST manager approves with or without changes.

• MST submits Submits environment request ticket (Sample: 938883) in TRIA Support system to Connectria as per client profile Client Profile along with variable script file.

Provision Environment

• Connectria sets up the Azure resources.

• Connectria sets up 1st and 2nd part of the monitoring via script.

• MST verifies environment setup per environment checklist.

• MST updates Updates "AC Cloud Client Environment Info" sheet to include the new customer environments.New Customer Environments

Setup Environment - Bastion Jump Host

• IInstall Azure Client (Azure CLI).

• Install Kubernetes Client (kubectl).

• Install MySQL Client WorkBench.

• Install Filezilla Client.

• Set up connection info to the MySQL database through WorkBench.

• Create databases (Backend Log Quartz).

• Create users.

• Assign necessary privileges for the user on the databases.

Setup Environment - Adeptia Connect

• MST sets up MySQL and databases.

• MST sets up and configures AC.

• Install Adeptia Connect.

• Install Adeptia Connect license.

• Configure email accounts.

• Configure performance optimizations.Create customer admin account.

• Install Ingress.

• Configure Ingress.

• Configure EAR (encryption at rest).

• Bind DNS with Ingress external IP.

• Test the AC with DNS URL.

• Conduct functionality testing. Functionality testing

Once customer confirms the Sys Admin user name in response to Welcome email then:

• Create Customer Admin Account

Setup Monitoring

• Install Prometheus/Grafana.

• Import Adeptia provided dashboards.

• Configure Grafana alert threshold.

• Install EFK (Elasticsearch, Fluentd, Kibana).

• Configure EFK.

• Install Lens.

Complete Connectria Monitoring Setup

• Update the ticket with the AC environment URLs.

• Connectria sets up the remaining monitoring configuration.

Notify Accounts for Billing

• MST notifies support Notifies Tech Support of the AC Cloud readiness for the customerCould Readiness so Tech Support send Welcome kit to the Customer.

• Tech Support notifies accounts of the service readiness for the customer.

Invoice Customer

• Accounts send an invoice to the customer.

Onboard Client

• MST Tech Support sends welcome email with access info and reference links.

• Sales team and Customer Success connect with the customer to know their training needs.

• Schedule kick-off call.

• Conduct kick-off call.

• Discuss environment accessEnvironment Access, trainingTraining, VPN services, project timelines, communication, status update, support channels, Services start, Project Timelines, Communication, Status Update, Support Channels etc.

Conduct Training

• Customer Success schedules the training with the customer.

• Customer Success conducts the training.