Access and responsibilities

There are specific responsibilities and levels of access associated with each of your IBM Sterling® Order Management System environments.

The following table summarizes your access to various components and actions within your IBM Sterling Order Management System environments.
Access Development, Quality Assurance, Pre-Production, Production, and Master Configuration environments Production environment (before service is live) Production environment (after service is live)
Jump host access Service request is required. Service request is required. Service request is required.
Database querying Direct database access is not enabled. However, access is available through the Database Query tool. Direct database access is not enabled. However, access is available through the Database Query tool. Direct database access is not enabled. However, access is available through the Database Query tool.
IBM Sterling Order Management System console and channel applications through port forwarding Full access Full access Full access
Log access Log access available through combination of the drop server and the IBM® Sterling™ Self Service - Order Management. Log access available through combination of the drop server and the IBM Sterling Self Service - Order Management. Log access available through combination of the drop server and the IBM Sterling Self Service - Order Management.
Customization deployment with the IBM Sterling Self Service - Order Management Available through the IBM Sterling Self Service - Order Management. Available through the IBM Sterling Self Service - Order Management. Available through the IBM Sterling Self Service - Order Management.
IBM MQ setup and queue creation Setup is completed by IBM. Queue creation is available through the IBM Sterling Self Service - Order Management. Setup is completed by IBM. Queue creation is available through the IBM Sterling Self Service - Order Management. Setup is completed by IBM. Queue creation is available through the IBM Sterling Self Service - Order Management.
IBM MQ queue visibility Available through combination of the System Management Console and the IBM Sterling Self Service - Order Management. Available through combination of the System Management Console and the IBM Sterling Self Service - Order Management. Available through combination of the System Management Console and the IBM Sterling Self Service - Order Management.
Stopping and starting agents Available through the IBM Sterling Self Service - Order Management. Available through the IBM Sterling Self Service - Order Management. Available through the IBM Sterling Self Service - Order Management.
Master configuration deployment Available through the IBM Sterling Self Service - Order Management. Available through the IBM Sterling Self Service - Order Management. Available through the IBM Sterling Self Service - Order Management.
Data and database migration Service request is required. Service request is required. Service request is required.
Shell access to virtual machine Not accessible Not accessible Not accessible
System and middleware health information Service request is required. Service request is required. Service request is required.
Application health (service response, API response, pending tasks, non-responsive agent JVMs, and more) Available through combination of the Health Monitor, System Management Console, and the IBM Sterling Self Service - Order Management. Available through combination of the Health Monitor, System Management Console, and the IBM Sterling Self Service - Order Management. Available through combination of the Health Monitor, System Management Console, and the IBM Sterling Self Service - Order Management.

IBM responsibilities

IBM creates and accesses the Development, Quality Assurance, Pre-Production, and Master Configuration environments during the implementation of your IBM Sterling Order Management System service and for any required maintenance or service upgrades after your services and sites are launched. IBM is also responsible for completing the following tasks for these environments:
  • Providing access for you, your systems integrator, or SaaS extensions support provider to complete required tasks.
  • Providing access to utilize the drop server.
  • Applying maintenance fixes and upgrades.
  • Configuring network and firewall settings.
  • Backing up systems if an environment becomes inoperable and needs to be restored.
  • Enabling backups.
    Note: Database backups are done only for the production environments.
IBM is responsible for completing the following actions for your Production environment:
  • Providing 24x7 support for severity 1 issues.
  • Providing restricted access to the environment.
  • Applying maintenance fixes and upgrades.

Your responsibilities

You, your systems integrator, or SaaS extensions support provider are responsible for completing the following tasks for your Development, Quality Assurance, Pre-Production, and Master Configuration environments:
  • Generating a private and public key for SSH login. For more information about generating this key, see Generating a public and private key for SSH logon.
  • Working with IBM to access the environment.
  • Completing all configuration besides the configuration for which IBM is explicitly responsible.
  • Deploying any custom changes or extensions into the environment.
  • Completing any required functional and performance testing.
  • Ensuring that no sensitive data is used in the environments.
You, your systems integrator, or SaaS extensions support provider are responsible for completing the following tasks for your Production environment:
  • Identifying the integration points that are required for any web service calls or IBM MQ.
  • Completing security scan, performance tests, and tuning of custom extension code.
  • Working with IBM to support ongoing operations and to apply security and application fixes, and version upgrades.
  • Working with IBM to establish the integration points that are required for disaster recovery.