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Client Responsibility

After handover, BMH Africa (the client) is responsible for the following:

Infrastructure

  • Providing and maintaining the hosting environment (web server, database server, network connectivity).
  • Ensuring the IIS Application Pool remains running and is monitored.
  • Ensuring hosting plan limits are suitable for application workloads, including report generation memory requirements.
  • Managing SSL certificate renewal for the application domain.
  • Coordinating with the hosting provider on infrastructure availability.

User Administration

  • Creating, modifying, and deactivating user accounts via the application's Membership screens.
  • Approving self-registered user applications.
  • Managing role assignments to control access.
  • Assigning users to projects via the Project Users screen.

Data and Configuration

  • Maintaining reference/lookup data (trades, positions, leave types, VAT rates, etc.).
  • Managing project records, including opening and closing projects.
  • Keeping company information (OperatorSetup) up to date.
  • Updating hardcoded email recipient addresses in controller XML files when business contacts change (or requesting the Developer to do this as a billable task).
  • Coordinating any direct database changes with the IT provider and ensuring object names are explicitly created under the dbo schema.

Backups

  • Ensuring database backups are scheduled and running (via SQL Server Agent or hosting provider).
  • Verifying backups periodically (see Backup Verification).
  • Storing backups in a location separate from the primary server.
  • Using hosting provider tools for backup restore operations in shared hosting environments.

First-Line Support

  • Performing initial troubleshooting before escalating to the Developer or the IT provider.
  • Using the checklists in this documentation as the first point of reference.
  • Providing clear, detailed descriptions of issues when escalating (including [Ref: guid] error codes where available).
  • Monitoring provider usage limits that may affect service operation (for example outbound email limits per mailbox).
  • Ensuring Bulk Email subscriptions and sender reputation checks are maintained where required by the provider.

Contract and SLA-Specific Responsibilities

There is currently no formal SLA or support contract in place.

Support and operational responsibilities are therefore handled on a best-effort, request-by-request basis.

To avoid ambiguity, the client remains responsible for:

  • Hosting risk ownership and decisions related to uptime and continuity.
  • Selecting and managing the hosting provider and services.
  • Approving and coordinating any transfer of hosting responsibility.
  • Defining acceptable backup frequency and retention requirements.
  • Confirming preferred support contacts and escalation paths.

If this operating model changes in future, update this section with the agreed support terms.