MA-06 Timely Maintenance

Introduction

This document describes how Private Mendix Platform fulfills the MA-06 control.

Control

The organization obtains maintenance support and/or spare parts for organization-defined information system components within an organization-defined time period of failure.

Supplemental Guidance

Organizations specify the information system components that result in increased risk to organizational operations and assets, individuals, other organizations, or the Nation when the functionality provided by those components is not operational. Organizational actions to obtain maintenance support typically include having appropriate contracts in place.

The following controls are related to this control:

• CM-8
• CP-2
• CP-7
• SA-14
• SA-15.

Responsibility

Customer Responsibility

The responsibility for sourcing maintenance and defining Service Level Expectations (SLAs) for the Mendix solution, as well as directing Infra and App Operators to perform maintenance and support, rests with the customer.

Mendix provides the core platform and product support as defined in its license agreements and MSA, but the day-to-day operational maintenance and the specific performance guarantees (SLAs) for a deployed solution are inherently tied to the customer's chosen infrastructure, operational policies, and contractual relationships with other vendors.

Guidance

Customer Responsibility

It is the responsibility of the customer to source maintenance and parts as well as to set appropriate service level expectations (SLA) for the Mendix solution.

It is the responsibility of the Infra Operator and App Operator to perform maintenance and support of the Mendix solution in compliance with the Customer’s directives and according to applicable contracts and laws.

This is not a Mendix responsibility beyond providing support for the Mendix products sold as is outline in the license terms and other agreements.