jswong05 (6/13/2011)
2) Who is responsible for the server/service in cloud? Where you have custom applications and databases in cloud, when there is a failure, is this the provider to resolve the issue? or your party to resolve the issue? If latter, this is just the same as before as a provided service in a different location.
This is just like a vendor solution hosted on client supported hardware. I would think the troubleshooting steps would go the same basic way. The group responsible for end user support does some checks to find the most likely responsible party, server or application, and routes appropriately. That group is then responsible for troubleshooting until it's either fixed or appears to be the other group.