Partnering With Us

Cloud Advocate

Every project benefits from Cloud Advocates as they engage with tenants and the CISS and FCS teams through the Cloud Smart Journey (referenced below) from "Intake" to "Optimization" to enable successful cloud adoption.

Cloud Advocates support tenants through all phases of the Cloud Smart Journey.

Cloud Advisory & Enablement

The Cloud Advisory and Enablement teams support the early phases Cloud Smart Journey (referenced below).

• The Cloud Advisory team supports tenants on their journey by conducting an initial assessment to understand tenant objectives and business requirements and recommending an ideal path for cloud adoption.

• The Cloud Enablement team partners with tenants to develop, maintain and mature cloud strategies. From a support perspective, Cloud Enablement helps tenants develop their cloud transformation action plan and identify the capabilities that will allow them to meet their cloud adoption goals.

Cloud Advisory (CA) & Cloud Enablement (CE) Teams

Cloud Support

The Cloud Support Team partners with tenants in the adoption and optimization phases of the Cloud Smart Journey (referenced below). Cloud Support is responsible for providing communication and support structures to guide tenants through the onboarding process, application implementation and migration, enhancing application performance, and providing technology and operations support. Through this partnership, Cloud Support will become become highly knowledgeable about each tenant goals, infrastructure, and applications; thus, able to collaborate easily with engineers and and others key resources to meet tenant needs.

Cloud Smart Journey Adoption (Phase 3) Kickoff

This Kickoff is the first meeting with Cloud Support on continuation of phases in the Cloud Smart Journey. This presentation will get things started with the right teams and help get everyone on the same page with clear communication between all parties involved. Click on this LINK to view the presentation.

Cloud Advocates support tenants through all phases of the Cloud Smart Journey.

Tenants onboarded to FCS will have several options for two-way communication with the Cloud Enablement Triage Team:

• Cloud Support utilizes the JIRA Service Management (JSM) tool for tenants to submit tickets for general requests, product defects or issues, after hours support, and to simply ask a question

• Google Hangouts Chat Rooms are established for each tenant as they begin onboarding. This tool is also utilized to resolve complex issues that require input from multiple sources. Providing a space for real time virtual conversation allows for increased understanding of questions and/or issues and the ability to reach resolution more quickly

• Cloud Support hosts tenant Touchpoint Meetings on a set cadence established with the tenant to discuss anything from urgent needs to future planning

• Tenants are also welcome to email Cloud Support at any time

To keep all tenants in the know, critical information is available through various channels:

• Email Notices are sent to report service outages and degradations and related updates, weekly and out-of-cycle maintenance, and general FCS news or updates

• FCS maintains a Knowledge Base tenants can access to seek answers to a variety of questions about FCS product offerings, services, processes and procedures. Email Cloud Support if you don't find what you are looking for.

• The Cloud Lounge provides upcoming training opportunities and related resources

FCS Operations Team

At the conclusion of Phase 4: Optimization, the Cloud Support team will host a Site Reliability Engineering (SRE) transition meeting with the FCS Operations team. From that point forward, the FCS Operations team is responsible for handling routine maintenance, incidents and outages, certificate rotation, off-business hours support, and other O&M activities. Cloud Support will continue to triage and manage Jira Service Management tickets and requests.

FCS Customer Roles

Role	Descriptions
Tenant	An FCS customer who has all, some, or certain parts of their applications or data within the FCS boundaries
Consumer	Tenants who purchase cloud products and/or services. The consumer represents a person/organization that maintains a business relationship with FCS and uses FCS cloud services.
Contributor	GSA business lines or tenants that partner with FCS to define, build, or enhance FCS products and services.
Producer	Those with GSA IT who provide or create a supply or respond to tenant needs for a specific product and/or services that consumers utilize
Data Owner	Primary business unit point-of-contact for a data set within FCS. The data owner owns the source records, is accountable for fully aligning to regulatory requirements, and defines the classification and descriptions of the data fields. They also approve access for user and system resources within FCS Data Services for those resources that have an identified business justification.
Data Custodian	Role with administrative and/or operational responsibility over the organization's data in support of the data owner. Data custodian is responsible for understanding and reporting on how the organization's data is stored, processed, and transmitted, as well as understanding and reporting on security risks and how those risks impact the confidentiality, integrity, and availability of the organization's data.
Data Steward	Role responsible for using an organization's data governance processes to ensure fitness of data elements—both the content and metadata. Data stewards have a specialist role that incorporates processes, policies, guidelines, and responsibilities for administering the organization's entire data in compliance with policy and/or regulatory obligations.