Who does what: roles and responsibilities
The five service categories, the four Delivery-by codes, the seven ways a task is ordered, the deployment crew and their counterparts, the shared responsibility model and the RACI.
Every operational task in a TRANXACT deployment is classified into exactly one of five service categories. The category answers two questions at once: who performs the task, and whether it costs anything beyond the subscription.
The five service categories
| Category | In short | Who performs it | Cost |
|---|---|---|---|
| Standard Services | Included | TRANXACT | Covered by the subscription fee. |
| Optional Services | Added in the contract | TRANXACT only | Additional fees; must be itemised in the order form or added by change request. |
| Additional Service | On demand, per request | TRANXACT only | A fee per delivery. One-off tasks. |
| Packaged Services | A customer task, delegable | The customer — or TRANXACT, when the package is contracted | The package fee as agreed in the contract. |
| Excluded Tasks | Customer only | The customer (or its implementation partner) | Nothing to order. |
- Standard, for example: platform operations, 24×7 monitoring, backups and the vault, patching, operating Live DR, the quarterly switchover drill, environment refreshes within quota, incident handling.
- Optional, for example: the Live DR region itself, extra environments, long-term vault retention, an offline copy, customer-managed keys, private connectivity.
- Additional, for example: refreshes beyond the quota, extra or isolated drills, a clean-room restore on request, bulk data loads, coordinating a customer’s penetration test.
- Packaged, for example: functional administration, report building, integration monitoring, ASK usage governance, regression testing.
- Excluded, for example: business sign-off of restored data and of drills, approving postings, end-user device security, raising and approving service requests.
A sixth marker, not offered, is not a category. It flags a task TRANXACT Private Cloud does not provide at all — the one in the workbook is direct customer access to the database (DB_3.1.09). All reporting and integration goes through TRANXACT APIs and extracts.
A Packaged task that is not contracted does not disappear — it is the customer’s. If nobody on the customer side is named to design roles or configure workflows, and the Functional Administration package was not bought, nobody does it.
Delivery by
| Code | Who | Tasks in the workbook |
|---|---|---|
| P | TRANXACT platform operations — the Autonomous Operations Pilot and team | 139 |
| A | TRANXACT application services — the Packaged Services delivery team | 29 |
| S | TRANXACT security operations (SecOps) | 18 |
| C | The customer, or the customer’s implementation partner | 51 |
How a task is ordered
| Ordering information | Meaning |
|---|---|
| Auto-delivered — no request required | TRANXACT does it proactively. |
| Service request | Raised by the customer in the service portal; no additional fee. |
| Service request — fee per delivery | Raised in the portal and charged each time. |
| Service request (package contracted) | Available in the portal only when the package is in the contract. |
| Change request required | A contractual change to the order form before anything is delivered. |
| Incident | Raised as an incident with priority P1 to P4. |
| n/a | A customer task; nothing to order. |
Only the customer can submit and approve a service request (SM_1.2.01). TRANXACT staff may prepare one on the customer’s behalf, but cannot submit it without written customer approval — usually an email attached to the request.
The deployment crew
| TRANXACT role | Classic equivalent | Owns | Customer counterpart | Tasks owned |
|---|---|---|---|---|
| AI Deployment Orchestrator | Delivery lead | Single point of contact from contract to steady state; plan, kick-off and escalations. | Customer project / IT lead | 11 |
| Ledger Architect | Solution architect | Cloud, network, security, Live DR and integration design; the one-ledger model across entities. | Enterprise, network and security architects | 9 |
| Data Migration Conductor | Implementation lead | The migration cockpit from trial loads to audited cutover; opening-balance reconciliation. | Finance controller and data owners | 9 |
| Autonomous Operations Pilot | Service manager | Platform operations, SLAs, switchover drills and vault restores. | IT operations / service desk | 134 |
| AI Adoption Navigator | Customer success | ASK and action-queue adoption, AI governance and budgets, renewal. | Business process owners | 23 |
The remaining 51 tasks belong to the customer. Name a real person against each counterpart at kick-off; the workbook’s Crew & Counterparts tab has the cells for it.
The shared responsibility model
| Layer | Responsibility | Notes |
|---|---|---|
| Business processes and configuration | Customer | Workflows, approvals, master data, chart of accounts. |
| Users, roles and access reviews | Customer | Granular roles; periodic recertification. |
| Integrations with customer systems | Joint | The customer owns endpoints; TRANXACT provides APIs. |
| TRANXACT application and ASK | TRANXACT | Releases, fixes, performance. |
| Kubernetes runtime and database operations | TRANXACT | Patching, scaling, Live DR, air-gapped backups. |
| Cloud account, billing and landing zone | Joint | Account ownership and policies agreed per customer. |
| Physical infrastructure | Cloud provider | Data centres, hardware, hypervisor. |
The line most early disputes are about is the one between application technical (TRANXACT) and application functional (the customer, with Packaged Services available). Walk through it at kick-off.
RACI
R responsible · A accountable · C consulted · I informed. Adjust the customer column when an implementation partner is involved.
| Activity | Customer | TRANXACT | Cloud provider | R&R reference |
|---|---|---|---|---|
| Cloud account, landing zone and billing | A/R | C | I | INFRA_2.1 |
| Network, VPN / private connectivity, DNS | A/R | R | I | INFRA_2.2 – 2.3 |
| Cluster, database, Live DR and vault build | C | A/R | I | TO_4.1, DB_3.1 |
| Module configuration and workflows | A/R | C | – | PLAT_5.1, PKG_7.1 |
| Data migration via the migration cockpit | A | R | – | MIG_8.1 – 8.3 |
| Integrations (banks, payroll, tax, BI) | A/R | C | – | PLAT_5.3 |
| Platform patching, backups, monitoring | I | A/R | C | TO_4.3, 4.8, 4.9 |
| User access and role recertification | A/R | I | – | PLAT_5.6 |
| Switchover drills and business validation | A | R | I | TO_4.10 |
| Physical infrastructure | – | I | A/R | — |
Data migration is the row people misread. TRANXACT is Responsible for running the cockpit and the loads; the customer stays Accountable — the cleansing, the mapping decisions and the sign-off of every opening balance are theirs.