Partner Shared Responsibility Model
LEGAL CENTER
This matrix sets out how responsibility for Cloud Drive Mapper (CDM) and IAM Cloud-hosted services is shared between IAM Cloud, a Partner and the Partner’s Customer. For Customers who buy directly, see the Shared Responsibility Model.
IAM Cloud – Partner – Customer Shared Responsibility Matrix
| Responsibility | IAM Cloud | Partner | Customer |
|---|---|---|---|
| IAM Cloud software and services | Develop, secure, maintain and support CDM and IAM Cloud-hosted services, including Iris and Bifrost (the API). | Use and support the services in accordance with IAM Cloud documentation and applicable terms. | Use the services in accordance with IAM Cloud documentation and applicable terms. |
| Partner authority | Provide the technical capability for Partners to administer Customers. IAM Cloud does not determine the scope of authority agreed between a Partner and Customer. | Act for the Customer only to the extent agreed with that Customer. | Determine what the Partner is authorised to deploy, configure, administer or support. |
| Central Command / Iris administration | Provide authentication, roles, permissions and the Partner/Customer tenancy hierarchy. | Manage Partner administrators and their access lifecycle, including adding/removing personnel and assigning appropriate roles. | Manage Customer administrator lifecycles where administration has not been delegated to the Partner. |
| Partner access to Customer tenancies | Central Command supports Partner access to Customer organisations within the Partner hierarchy. | Ensure access is used only by authorised personnel and for Customers the Partner is authorised to manage. | Understand and authorise the Partner's administrative role and notify the Partner when that authority changes. |
| CDM deployment and configuration | Provide supported software, deployment methods, configuration capability and documentation. | Where agreed with the Customer, deploy and configure CDM in accordance with IAM Cloud documentation. | Where not delegated to the Partner, configure, implement and test CDM within the Customer environment. |
| Customer environment | Publish the prerequisites, permissions and connectivity requirements needed by CDM. | Manage or support the Customer environment only where agreed with the Customer. | Remain responsible for endpoints, Microsoft 365/Entra, identities, permissions, network and other Customer-controlled systems. |
| Terms and documentation | Maintain the applicable product terms and current Documentation and make these available to Partners and Customers. | Ensure Customers receive the applicable terms and current Documentation and obtain the Customer acceptance required by the Partner agreement. | Review and comply with the applicable IAM Cloud terms and product Documentation. |
| Product updates | Release supported software updates and maintain current product Documentation. | Make relevant software and Documentation updates available to Customers in accordance with the Partner agreement. | Maintain a supported deployment where update/deployment responsibility has not been delegated to the Partner. |
| Support | Provide product support to Customers and Partners in accordance with the applicable support terms. | May provide Customer support and may raise support cases with IAM Cloud on the Customer's behalf. | May obtain support through its Partner or contact IAM Cloud directly where applicable. |
| Logs and diagnostic information | Protect information received through IAM Cloud support channels in accordance with IAM Cloud security and data-protection obligations. | Agree appropriate data-handling arrangements with the Customer and protect Customer information while collecting, handling or transferring it. | Authorise information supplied by or through the Partner and avoid providing unnecessary sensitive information. |
| Security issues and incidents | Investigate security issues affecting IAM Cloud-provided services and cooperate with Customers and Partners where responsibilities overlap. | Raise relevant security concerns affecting IAM Cloud services or Partner administrative access and cooperate with investigation. | Raise relevant security concerns affecting its environment or use of the service and cooperate where responsibilities overlap. |
| End of Partner authority | Provide support for changes to the Customer's service relationship in accordance with the supported service model. | Stop administering the Customer when authority ends and remove access held by personnel acting for that Customer where applicable. | Notify the relevant parties when Partner authority changes and authorise any replacement Partner arrangements. |
Responsibility principlePartner responsibilities depend on the service provision as agreed between Partner and Customer. A Partner may act only as a reseller, or may also provide deployment, administration and support. Where the Partner does not perform an activity, the Customer retains that responsibility. IAM Cloud remains responsible for the security and operation of IAM Cloud-provided services.