Overview
This document defines the division of responsibilities between Big Fish and the Client under the Worry‑Free Wi‑Fi (WFW) service model.
WFW is designed to clearly separate:
- Internal network ownership (Big Fish)
- Internet connectivity and endpoint management (Client)
Responsibility Matrix
Big Fish Responsibilities
Big Fish is responsible for all components that make up the internal network infrastructure:
Infrastructure & Hardware
- Routers / gateways
- Network switches (including PoE)
- Wireless access points
- Supporting components (cabling, patching, UPS where applicable)
Network Design & Deployment
- Coverage planning and access point placement
- VLAN and SSID design (as applicable)
- Initial configuration and provisioning
Operations & Monitoring
- Continuous monitoring of network health and availability
- Performance tuning and optimization
- Firmware and software updates
- Security patching
Support & Troubleshooting
- Diagnosis and remediation of internal network issues
- Coordination of hardware replacement if needed
- Remote and on-site support as required
Client Responsibilities
The client retains responsibility for all components outside the managed network infrastructure:
Internet Connectivity
- Selection and procurement of ISP(s)
- Billing and contractual relationship with ISP
- Coordination of ISP installation and repair
End-User Devices & IT Systems
- Workstations, laptops, and mobile devices
- Printers, scanners, and peripherals
- Servers, cloud services, and applications
- Identity systems (e.g., Active Directory, Entra ID)
Internal IT Policies
- Endpoint security policies
- User access policies
- Application usage and restrictions
Shared / Cooperative Responsibilities
Some areas require coordination between Big Fish and the client:
- ISP-related troubleshooting (Big Fish assists with diagnostics and coordination)
- Network segmentation requirements (based on client systems or compliance needs)
- Planned changes to office layout or usage
- Security incident response involving both network and endpoints
Summary
Under WFW:
- Big Fish owns and operates the network
- The client owns internet access and endpoint IT
This model allows each party to focus on their area of responsibility while maintaining a reliable and well-defined boundary.
