Roles and responsibilities

Adobe provides a set of services around the provisioning, development, staging, and production of Adobe Commerce on Managed Services systems. For the development and deployment of the solution to proceed as efficiently as possible, it is important that the customer and partner understand and fulfill their roles, as described below:

CustomerPartnerCustomer Success Engineer
Provisioning
Cloud Region SelectionOwnerContributorAdvisor
Instance ProvisioningOwner
Internal Network Configuration and SecurityOwner
Adobe Commerce Application ProvisioningOwner
Adobe Commerce Source Code AccessOwner
CDN Service ProvisioningOwner
Local development environmentContributorOwner
Development and QA
Requirement gathering and project managementContributorOwnerAdvisor
Application DevelopmentContributorOwnerAdvisor
Application TestingContributorOwnerAdvisor
Staging & Transition
Code Deployment to development, integration, and StagingContributorOwnerAdvisor
Content deploymentContributorOwnerAdvisor
User-acceptance Test developmentOwnerContributorAdvisor
User-acceptance TestingOwnerContributorAdvisor
Custom monitoring requirementsContributorOwnerAdvisor
Customer-provided SSL CertificatesOwnerContributor
Performance and Load Test DevelopmentContributorOwnerAdvisor
Performance and Load TestingContributorOwnerAdvisor
Customization Development and QAContributorOwnerAdvisor
Runbook completionOwnerContributorContributor
Runbook ReviewOwner
Launch
Go-live checklistContributorContributorOwner
Go-live event conference roomContributorContributorOwner
Production code deploymentContributorContributorOwner
Production
Production infrastructure monitoringOwner
Principal application monitoringContributorContributorOwner
Production event responseContributorContributorOwner
Infrastructure and operating system-level maintenanceOwner
Custom-code maintenance and security patchesContributorOwnerAdvisor
Provide access to Adobe Commerce Product Updates and UpgradesContributorContributorOwner
Applying Adobe Commerce Product Updates and UpgradesContributorOwnerAdvisor
Change Approval Board to approve production deploymentsContributorContributorOwner
Production Application administrationOwnerContributorAdvisor
Tuning production infrastructureContributorContributorOwner
Scaling Production architectureOwner
Production Backups and RecoveryContributorOwner
Security and Compliance
SOC-2 Audit of the ServiceOwner
PCI Certification of the infrastructureOwner
PCI Certification of the customized applicationOwnerContributor
Security Audits of the core applicationsOwnerContributorAdvisor
Security Audits of the customizations and extensionsOwnerContributor
Penetration testing of the customer's instances of the applicationsOwnerContributor
Web Application Firewall Rules (WAF)ContributorContributorOwner
Intrusion Detection MonitoringOwner
Application and DB event monitoringContributorContributorOwner
Web Application Firewall Event MonitoringContributorContributorOwner
User management and SSO integrationOwnerContributorContributor
Security Event ResponseContributorContributorOwner
Setting up, securing, and maintaining connection to corporate networks and resourcesOwnerAdvisorAdvisor

Security

The Adobe security stack for Managed Services builds security in at every level using automation and consistency to reduce human error. Development and operations teams automatically inherit security controls from different levels of the stack.

Platform partners, such as Amazon Web Services and Microsoft Azure, ensure maximum security coverage when applying platform customizations, while Adobe’s Managed Services team provides core security services, such as compliance, logging, authentication, scanning, and monitoring, and server security and secure application configuration. See Adobe Commerce Security for more information.

The following diagram shows the Adobe Managed Services security technology stack:

Diagram showing Adobe Managed Services security stack

Upgrade assistance

The Managed Services team plays an active role in helping to plan and assist with the upgrade process. Your Customer Success Engineer (CSE) works with your upgrade project team, including project managers, and developers (internal subject matter experts, Adobe certified partners, or professionals from Adobe Consulting) to help your team ensure proper planning and adherence to best practices during the upgrade.

Managed Services CSEs have worked with Adobe Commerce customers to execute upgrades in large environments. Your CSE can help you leverage expert knowledge to maximize upgrade success while minimizing downtime and reducing overall risk. Additionally, Managed Services CSEs work with your dedicated staging environment for the upgrade so that existing production processes are not impacted while validating the upgrade.

Adobe provides a set of services around the provisioning, development, staging, and production of your Managed Services system. The following table provides an overview of the roles that each participant plays in the upgrade process:

StepTaskCustomerDevelopment Partner*Managed Services
Plan upgradeCreate upgrade project planOwnerContributorContributor
CSE provides upgrade template and upgrade plan samples; offers advice and best practices tips.
Determine needed infrastructure changesContributorOwner
CSE reviews staging and production infrastructure to ensure proper sizing.
Assess upgrade complexity
Identify and document packages, issues & fixes, and 3rd party & custom modules
ContributorOwnerContributor
CSE provides Upgrade Compatibility Tool reports and recommendations.
Execute upgradeUpgrade infrastructure services
[MariaDB, Redis, Open Search, and Rabbit MQ] (Staging and Production)
Owner
CSE coordinates infrastructure service upgrades.
CSE schedules conference meeting event for upgrades.
CSE assists with data migration from Production to Staging.
Update Commerce code base and customizations; code recompilation and code refactoringContributorOwner
Perform post-upgrade checks and troubleshootingOwnerContributor
CSE executes post-upgrade runbook to detect and remediate issues related to upgrade.
UAT and LaunchRun performance and security testsContributorOwnerContributor
CSE assists with load testing by monitoring performance of application and infrastructure.
CSE assists with configuring Commerce Security Scan Tool.
User Acceptance Testing on StagingOwnerContributorContributor
CSE validates the application and infrastructure are performing correctly post upgrade.
Launch to ProductionContributorOwnerContributor
CSE schedules launch conference meeting event.
Post-LaunchContributorContributorOwner
CSE monitors performance of application and infrastructure.
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