Every operational task in a deployment sits in 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.
| Category | Who performs it | What it costs | Example |
|---|---|---|---|
| Standard Services | TRANXACT | Included in the subscription | Backups and vault copies, patching, the quarterly switchover drill |
| Optional Services | TRANXACT only | Itemised in the order form or a change request | The Live DR region, customer-managed keys, private connectivity |
| Additional Service | TRANXACT only | A fee each time it is delivered | An extra switchover drill, a refresh beyond quota, a bulk data load |
| Packaged Services | The customer — or TRANXACT, if the package is contracted | The package fee | Designing roles, configuring workflows, regression testing |
| Excluded Tasks | The customer only | Nothing to order | Approving postings, signing off restored data, raising requests |
A Packaged task that is not contracted does not vanish. It is the customer’s — and if the customer has not named somebody to do it, nobody will.
Delivery by, and ordering
Delivery by says which team does the work: P platform operations (139 tasks), A application services — the Packaged Services team (29), S security operations (18), C the customer or its partner (51).
Ordering says how it is asked for: auto-delivered; a service request; a service request with a fee per delivery; a service request available only when the package is contracted; a change request to the order form; an incident, P1 to P4; or n/a for a customer task.
Only the customer can submit and approve a service request. TRANXACT staff may prepare one, but cannot submit it without the customer’s written approval — typically an email attached to the request.
The crew and their counterparts
| TRANXACT role | Classic equivalent | Customer counterpart | Tasks |
|---|---|---|---|
| AI Deployment Orchestrator | Delivery lead | Customer project / IT lead | 11 |
| Ledger Architect | Solution architect | Enterprise, network and security architects | 9 |
| Data Migration Conductor | Implementation lead | Finance controller and data owners | 9 |
| Autonomous Operations Pilot | Service manager | IT operations / service desk | 134 |
| AI Adoption Navigator | Customer success | Business process owners | 23 |
The RACI people misread
Data migration: the customer is Accountable, TRANXACT Responsible. TRANXACT runs the cockpit and the loads; the cleansing, the mapping decisions and the sign-off of every opening balance stay with the customer. Switchover drills are the same shape — TRANXACT runs them, the customer is accountable for validating the business afterwards.
Calderwood did not buy the Functional Administration package (F1). Its business process owners — not TRANXACT — will design roles and assign users (PLAT_5.6.03) and configure workflows and approvals (PLAT_5.1.02). The Orchestrator writes their names into the Crew & Counterparts tab at kick-off.
Try it Classify each for Calderwood: (a) a second switchover drill this quarter; (b) the Live DR region; (c) signing off the data restored after a point-in-time restore; (d) the daily vault copy.
(a) Additional Service — a fee per drill, requested 2 weeks ahead (TO_4.10.04). (b) Optional — added in the contract (TO_4.10.02). (c) Excluded — the customer’s finance controller (TO_4.9.11). (d) Standard (TO_4.9.03).