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IT Provider’s Responsibility

If the client uses an internal or external IT provider, this section applies in both operating models:

  • The IT provider supports client-side systems only while a separate hosting provider runs the platform.
  • The IT provider supports client-side systems and also hosts the platform.

In both models, the IT provider is the first technical escalation point.

Boundary by System

  • Client IT systems (In Scope): User devices, local networks, VPN, browser configuration, endpoint security, corporate firewall and mail gateway rules.
  • Hosted application infrastructure (Out of Scope unless explicitly contracted): IIS server administration, SQL server administration, hosting platform controls, data center platform services.
  • Application code and framework internals (Out of Scope): Controller XML logic, custom business rules, report template development, and framework-level fixes.

If the IT Provider Also Hosts the Platform

Where the same IT provider also manages hosting, infrastructure ownership shifts into scope for that provider, including:

  • IIS and server health management.
  • Database server availability and restore operations.
  • Hosting-level monitoring, patching, and capacity management.

Application-layer ownership does not shift:

  • Custom code changes, controller/business-rule changes, and framework behavior remain Developer scope unless separately contracted.

IT Provider Responsibilities

  • Support end users with access and connectivity issues.
  • Confirm device, browser, and network prerequisites for application access.
  • Troubleshoot client-side mail security issues that may block system emails (spam filtering, sender blocking, quarantine rules).
  • Review client-visible monitoring signals and backup reports provided by the hosting environment.
  • Maintain a clear incident record before escalation (time, symptoms, affected users, error references, actions already taken).

Escalation and Handoffs

  • Escalate to the Hosting Provider for infrastructure or platform faults (AppPool state, server performance, hosting console restore operations, provider-side SMTP blocks).
  • Escalate to the Developer for application defects, report logic issues, controller/business-rule changes, or framework-level behavior.
  • Escalate to the Client owner/management for hosting risk, budget, service decisions, and approval of responsibility transfers.

If the IT provider and hosting provider are the same party, treat Hosting Provider escalations as internal to that team and only escalate externally to the Developer or Client owner as required.

Working Model

  • Unless a separate support agreement exists, IT support is provided on a best-effort basis according to client instructions.
  • Any stricter response commitments, after-hours coverage, or SLA targets must be captured in a written agreement.