G-Cloud Service Description. Atos Enterprise Collaboration SaaS. Anytime Collaboration and Communication Cloud. for: G-Cloud 3

Transcription

1 G-Cloud Service Description Atos Enterprise Collaboration SaaS Anytime Collaboration and Communication Cloud for: G-Cloud 3

2 Atos, the Atos logo, Atos Consulting, Atos Worldline, Atos Sphere, Atos Cloud, Atos Healthcare (in the UK) and Atos WorldGrid are registered trademarks of Atos SA. June Atos Page ii

3 Contents 1 Introduction Management Overview Service Variants Related Documents 2 2 Service contents (Modules / Building Blocks) A3C Messaging Benefits Service Details Overview Mailbox Size Message Transport Limit Recipient Limit Deleted Item Retention Deleted Mailbox Retention Client Access /Inbox Delegate Access Catch-all Mailbox Contacts/directory Unified Messaging/Fax Archiving Transport Rule Configuration Disclaimer Support Administration Exchange Control Panel Application Connectivity Multiple Language Support Antivirus Support Blocked File Types Secure Messaging and Encryption Service Continuity Management Usage and Performance Metrics Usage Metrics Optional Service Features Message Journaling Litigation Hold Two-Factor Authentication for Outlook Web App Mailbox Data Migration BlackBerry Device Connectivity Hosted Voic Service Plan Feature Capabilities A3C Collaboration Benefits Service Details Key features and Specification Storage Site Storage Quotas Site Collections Microsoft Office and A3C 31 Page iii

4 Browser Support Mobile Device Support Deleted Item Recovery Data Protection Service Continuity Management Malware Protection Blocked File Types Site Language Selection User Interface The A3C Collaboration Services Capabilities Communities Composites Content Insights Search Sites Custom Development and Extensibility Customization and Development Strategies A3C Collaboration Service Administration Blocked File Name Extensions A3C Collaboration Service Feature Overview Communities Composites Content Insights Search Sites A3C Communication Benefits Service Details Clients Instant Messaging Presence PC-to-PC Audio and Video Communications File Transfer Data Access IM Archiving (Optional) Remote Access Address Book and Distribution Lists Contact List and Contact Card Configuration Interoperability IM Security User Account Provisioning Lync Meetings A3C and Enterprise Voice Design Overview IP Addressing Domains Multiple SIP Domains Service Continuity Management Network and Bandwidth requirements Service Plan Feature Capabilities Lync 2010 System Requirements 66 3 IT Service Management Conditions 68 Page iv

5 4 Service and Support Levels Service Availability Support Availability Additional Service Levels / KPIs 72 5 Reporting 73 6 Standard Service Requests / Transactions 74 7 Abbreviations and definitions 76 Page v

6 1 Introduction This document describes the Anytime Collaboration and Communication Cloud (A3C) Service. It provides a detailed description of the service items and the service levels that apply. 1.1 Management Overview Anytime Collaboration and Communication Cloud (A3C) is an enterprise class suite of messaging, real-time communication and collaboration services delivered from Atos data centers based on Microsoft technologies. A3C is targeted at customers that want to take advantage of the benefits of the cloud computing model, but have functional or compliance requirements that prevent them from moving to public cloud offerings such as Microsoft's Office 365. Atos operates robust data centers around the world. Each data center houses a network of highly reliable equipment that deliver 99.9 % uptime. Organizations that choose A3C get the cost benefits of sharing the infrastructure layer while having a dedicated application layer provides the flexibility, isolation and security of a fully dedicated environment. A3C can be delivered in two ways: From an Atos A3C regional hub o Aimed at organizations who want to host data within region, by a European provider or find Office 365 too restrictive o Based on IaaS platform in Regional Hub o Optimized delivery from near shore locations From an Atos A3C satellite o Aimed at public sector and financials or other organizations who s data cannot leave the country o Based on IaaS platform in country o Support from within own country A3C provides synchronization capabilities that enable on-premises customer directory information to be replicated continuously with the A3C customer directory in the Atos data centers. As a result, users have seamless access to A3C services from a wide range of devices, whether they are inside their corporate network or accessing service from the Internet. 1.2 Service Variants The A3C service will be delivered in 5 variants called Service Plans. The figure shown below lists the A3C Service Plans and describes their key features. Customers can select the plan that best suits their end-users needs. Page 1

7 A3C-M Basic A3C-CC Basic A3C-M Standard A3C-CC Standard A3C-L Standard 1 GB Mailbox Web Based (OWA) Only 1 GB Mailbox Web Based (OWA) Includes Presence and IM (Lync) 1GB mailbox (Can be extended in 5 GB increments) Supports most popular clients including mobile clients 1GB mailbox (Can be extended in 5 GB increments) Supports most popular clients including mobile clients Supports most popular Lync clients Lync Only Only Includes full Lync and SharePoint functionality 1.3 Related Documents The following standard documents also apply to this document and are available on request: MSD-GPM-0001 Atos Managed Services Standard Service Terminology. This document describes all service-related definitions. MSD-GPM-0002 Atos Managed Services Standard Service Conditions. This document describes all applicable service-related conditions and responsibilities. MSD-GPM-0003 Atos Managed Services Standard Service Levels. This document describes all generic service levels. Page 2

8 2 Service contents (Modules / Building Blocks) The A3C service consists of three building blocks A Messaging service based on Microsoft Exchange A Collaboration service based on Microsoft SharePoint A Real-time Communication Service based on Microsoft Lync Service plans, as described earlier in this document consist of one or all of these building blocks. The functionality offered by all three building blocks are described in detail in this section. 2.1 A3C Messaging The A3C Messaging service is a hosted enterprise messaging solution managed by Atos. It provides a reliable, security-enhanced messaging environment with the flexibility to meet changing business needs. A3C Messaging provides the core business capabilities of the latest version of Exchange Server from an Atos shared private cloud environment. A3C Messaging gives users single sign-on access to , calendar, and contacts from virtually anywhere, at any time. This paragraph provides a comprehensive description of the A3C messaging features that are available with relevant A3C plans. The contents of this paragraph applies to the following Service Plans: A3C-M Basic A3C-M Standard A3C-CC Basic A3C-CC Standard Benefits Organizations can gain the following major benefits from using the A3C Messaging Service: Reduce costs: The A3C Messaging Service allows organizations to focus IT resources on developing value instead of running IT infrastructure themselves while Atos manages the risks and complexity of the operational systems. Get timely platform upgrades: The A3C Messaging service includes upgrades to new release versions at no additional charge. This shifts the burden away from the customer, allowing Atos to Page 3

9 focus on upgrades and ensures that customers are using the latest software versions. Within standard release cycles, Atos will evaluate new features that become available for A3C customers. Stay secure and compliant: Unlike most public cloud services, A3C allows customers to have their data stored in their own region or country, making sure that the service complies with local legislation and compliancy requirements. Unlike many other cloud providers Atos will back up all data to a secondary medium (A3C does not rely on Exchange native backup only) Flexibility: Because A3C is a shared private cloud solution the solution offers more flexibility with regard to different SLA requirements, integration with existing application or functional requirements while still offering advantages that come with cloud services such as pay per use and the ability to scale up or down within certain agreed upon baondaries Service Details This section describes the features of the A3C Messaging Services. Where applicable, customer options are noted, along with feature limits and the responsibilities of Atos and its customers. For a consolidated list of the A3C Messaging Service specifications, see the Service Plan Feature Capabilities table in paragraph Overview An A3C customer can assign Service Plans to users in its organization. Each Service Plan (except for the A3C-L Standard Service Plan) includes functionality. Folders and messages in these mailboxes reside on a servers running Exchange Server in Atos data centers. The Basic Service Plans are designed for employees who require fewer messaging features and generally spend less than 15% of their work days behind a computer screen. Messaging Features A3C-M Basic A3C-CC Basic A3C-M Standard A3C-CC Standard Mailbox size 1 GB 1 GB 1 GB (can be extended in 5 GB increments) 1 GB (can be extended in 5 GB increments) Access methods HTTPS (Outlook Web App with some settings disabled 1 ), POP3 HTTPS (Outlook Web App with some settings disabled 2 ), POP3 MAPI (over HTTPS), HTTPS (Outlook Web App), Exchange ActiveSync, POP3, IMAP4 MAPI (over HTTPS), HTTPS (Outlook Web App), Exchange ActiveSync, POP3, IMAP4 Device t supported t supported Exchange Exchange Page 4

10 connectivity support ActiveSync BlackBerry Enterprise Server (optional) ActiveSync Service levels 99.9% % % % 3 Service continuity from full data center failure 1 hour or less recovery time objective (RTO), 10 minutes or less recovery point objective (RPO) 1 hour or less recovery time objective (RTO), 10 minutes or less recovery point objective (RPO) 1 hour or less recovery time objective (RTO), 10 minutes or less recovery point objective (RPO) BlackBerry Enterprise Server (optional) 1 hour or less recovery time objective (RTO), 10 minutes or less recovery point objective (RPO) 1 Inbox rules, instant messaging (IM) integration, short message service (SMS) integration, and access to other mailboxes are disabled 2 Inbox rules, short message service (SMS) integration, and access to other mailboxes are disabled 3 Excluding Maintenance Windows Mailbox Size The default mailbox size with all A3C Service Plans is 1 GB. Mailboxes within Standard Service Plans can be increased with increments of 5 GB. A3C provides three different notifications to users when their mailbox has reached a certain size limit: Warning. The user receives an warning when the mailbox is approaching the maximum size limit Prohibit Send. The user receives an prohibit-send notification when the mailbox size limit is reached. The user cannot send new messages until enough is deleted that the mailbox is below the prohibit send limit again Prohibit Send/Receive. A3C rejects any incoming and outgoing mail when the prohibit send/receive limit is reached, and sends a non-delivery report (NDR) to the sender. The sender has the option to try resending the mail later. To receive messages again, the user must delete until the mailbox is below the size limit The table below shows the A3C mailbox sizes, and the levels at which notifications and restrictions take effect: Mailbox Size Warning Prohibit Send Prohibit Send/Receive 1 GB 950 MB 1 GB 1.1 GB 1 GB + 5 GB 5.7 GB 6 GB 6.1 GB 1 GB + 10 GB GB 11 GB 11.1 GB 1 GB + 15 GB 15.2 GB 16 GB 16.1 GB 1 GB + 20 GB GB 21 GB 21.1 GB 1 GB + 25 GB 24.7 GB 26 GB 26.1 GB Message Transport Limit Page 5

11 Message transport size limits are necessary to avoid having large messages block delivery of other messages and affecting service performance for all users. These limits are applied organizational-wide and cannot be configured on per user basis. sent from the A3C environment to recipients inside or outside the customer s intranet can have a total message size of up to 50 MB (including attachments) Recipient Limit To discourage users from sending unsolicited bulk messages, A3C has restrictions that prevent users and applications from sending large volumes of . An message can be addressed to a maximum of 500 recipients. These limits apply to s sent within an organization as well as to messages delivered to external organizations Deleted Item Retention A3C provides deleted item retention, which allows users to restore deleted items from any folder including the Deleted Items folder. Users can perform this recovery themselves using Outlook Web App or Outlook. Utilizing the Deleted Item Retention feature eliminates the need for a mailbox restore. The deleted item retention period is 30 days and is not configurable by the customer Deleted Mailbox Retention A3C retains mailboxes for a period of time after they have been deleted. Deleted mailboxes can be recovered by placing a service request with A3C Support or, under certain circumstances, automatically through the directory synchronization process. Changes to the default mailbox retention period can be requested through the A3C change request process. The default deleted mailbox retention period is 30 days. After that time, deleted mailboxes cannot be recovered Client Access The following user access options are supported by the A3C-MStandard and A3C-CC Standard Service Plans: Microsoft Outlook 2010 Microsoft Outlook 2007 with the latest service pack Microsoft Outlook Web App Page 6

12 Exchange ActiveSync devices (including Windows Phone and Windows Mobile devices, kia E and N series devices, Palm devices, Apple iphone and ipad, and certain Android phones) BlackBerry devices (optional) Microsoft Outlook for Mac 2011 Microsoft Entourage 2008 for Mac, Web Services Edition POP3 and IMAP4 protocols SMTP submission and relay Applications developed with Exchange Web Services The following sections describe the advantages and limitations of each access method Outlook Outlook provides the richest experience when using A3C Messaging services. Using Outlook in Cached Exchange Mode is recommended since it provides offline access and helps to provide a responsive user experience even when network conditions between the client and the server are not ideal. Outlook has to be configured for A3C access with the Outlook Anywhere feature of Outlook. Users can connect to an A3C mailbox through the Internet using remote procedure call (RPC) over HTTPS. The feature gives users a reliable, efficient way to connect to their mailbox remotely when working inside or outside their organization's internal network. Customer Responsibilities Procure, deploy, properly configure, manage, and support client software and compatible devices to access A3C Provide configuration instructions to users Customers must use Outlook 2010 or Outlook 2007 with the latest service pack installed to access A3C. Outlook 2003 is not supported for use with A3C Outlook Anywhere requires Windows XP SP3 or later operating systems Outlook Web App With Outlook Web App, users can access , calendar, and contacts from a web browser. The Outlook Web App client provides all A3C users with a rich messaging client experience similar to that of Outlook users. You can use Outlook Web App and the Exchange Control Panel with almost any current Web browser. This includes Internet Explorer, Mozilla Firefox, Apple Safari, Chrome, and most other Web browsers on computers running Windows, Apple Macintosh or Linux. Page 7

13 Outlook Web App includes an integrated light instant messaging client for Lync users which will be exposed when subscribing to the A3C-CC Basic or A3C-CC Standard Service Plans. Besides the premium version, A3C also offers the light version of Outlook Web App. This version is optimized for accessibility, such as for users who are blind or have low vision. The light version provides fewer features and is faster for some operations. You may want to use the light version if you're on a slow connection or using a computer with unusually strict browser security settings. The light version can be used with almost any browser and has the same features across all browsers. Customer Responsibilities Provide localized text if a language-specific disclaimer is requested Provide a valid SSL certificate Atos Responsibilities Provide a common Outlook Web App URL The Outlook Web App interface automatically localizes standard content to the language pack preference that is selected in Outlook Web App options. Any disclaimer additions to the Outlook Web App logon page appear only in the language in which the disclaimer was provided Internet Explorer versions prior to version 7.0 can use only Outlook Web App Light, which has a reduced set of features An A3C-CC Basic or A3C-CC Standard subscription is required for instant messaging (IM) and presence integration in Outlook Web App Forms-based authentication (FBA) is required for Outlook Web App Access to Outlook Web App requires an encrypted SSL connection WebReady Document Viewing Outlook Web App features WebReady document viewing, which converts documents such as Word or.pdf files into HTML for read-only viewing in a web browser window. WebReady Document viewing in not available in A3C Mobile Device Connectivity with Exchange ActiveSync Exchange ActiveSync provides synchronization of mailbox data between mobile devices and A3C to allow users to access their , calendar, contacts, and tasks on the go. Exchange ActiveSync is supported by a wide range of mobile devices including Microsoft Windows Phone, kia E and N series devices, Apple iphone and ipad, and most Android phones. Page 8

14 Some important Exchange ActiveSync features that are part of the A3C service include: Direct push technology. This technology allows timely message delivery to mobile devices without delay Remote wipe. With this feature, users can manage the process of remotely erasing lost, stolen, or otherwise compromised mobile devices using the Exchange Control Panel in Outlook Web App Mobile device security policy. Customers can enforce security policies on mobile devices that connect to A3C through Exchange ActiveSync. Customers can customize these policies for specific users and groups within their company using web-based graphical user interface (GUI). This feature will be configured at service setup time and can be changed by using the Exchange Control Panel or by submitting a service request Free/busy lookup. Users can view the calendar of a contact directly from their mobile devices. A free/busy information timeline shows when contacts are available for a call or meeting. Users also can look at the contact card of a contact and to see when that person is available Device allow, block, and quarantine control. This feature provides control over which devices are allowed to connect to A3C via Exchange ActiveSync. With the allow, block, and quarantine feature, administrators can create approved device lists and block specific devices when necessary. Administrators can also set exceptions at the individual level and can quarantine any device not on the block or allow lists for additional evaluation. This feature can be configured by using the Exchange Control Panel or by submitting a service request For a comparison of Exchange ActiveSync features implemented by various mobile clients, visit the Exchange ActiveSync Client Comparison Table. Customer Responsibilities Procure, deploy, manage, and support client software and compatible devices, including all relationships with wireless carriers Set up and control distribution groups to allow for role-based access permissions for custom Exchange ActiveSync policy configuration Supply educational material to users to make them aware of the Exchange ActiveSync policies Choose whether to configure Exchange ActiveSync policy to allow downloading of device.cab files via an notification sent to the end-user Educate and train end users and support teams about the message that is sent to the end-user s inbox with instructions for downloading the device.cab file Atos does not provide support for user devices as part of the A3C service. Organizations are responsible for procuring, deploying, managing, and supporting mobile client software and compatible devices, as well as managing relationships with wireless carriers. Atos does not provide end-user device support as part of the A3C service Exchange ActiveSync is only available for customers subscribing to the A3C-M Standard and the A3C-CC Standard Service Plans Because of licensing constraints, A3C allows only the Standard Exchange ActiveSync Mobile Management Policies to be used BlackBerry Devices Page 9

15 See paragraph BlackBerry Device Connectivity Macintosh Clients A3C supports two clients on the Apple Macintosh operating system: Microsoft Outlook for Mac 2011 Microsoft Entourage 2008 for Mac, Web Services Edition Both clients use Exchange Web Services to communicate with A3C. Customer Responsibilities Procure, deploy, manage, and support client software and compatible devices Exchange Web Services message size limit is restricted to 10 MB to protect the Web server from receiving requests that are too large MAC clients are not supported with the A3C-M Basic and A3C-CC Basic subscriptions (you can of course access Outlook Web App using a current Safari or Firefox web browser on the Mac when subscribed to Basic Service Plans) SMTP Relay The primary mail protocol that is used by Exchange Server is SMTP. Transport servers use SMTP for routing and delivery. A3C supports two types of SMTP relay services for authorized internal customer applications that require SMTP mail submission: SMTP message submission to users inside the managed environment Authenticated SMTP message relay to addresses outside the managed environment Customer Responsibilities Provide IP addresses of authorized source servers Manage and implement necessary changes in the customer environment to allow mail flow from the customer environment to the A3C environment IP addresses for authorized source servers are required to allow SMTP relay AutoDiscover Service With the Exchange AutoDiscover service, Outlook clients can receive user profile settings directly from the A3C Messaging service when client domain credentials are Page 10

16 submitted. These settings automatically update the client with the information necessary to create and maintain the user's profile. An SSL certificate is required in conjunction with the AutoDiscover service. This SSL certificate is limited to a single primary SSL domain. Users who are associated with other primary or secondary domains that are not included in the certificate experience receive a one-time prompt in Outlook for their credentials the first time they connect to the service. The users can then select the option to not receive further prompts. Customer Responsibilities Provide written proof of ownership of the requested primary SSL domain through the A3C deployment discovery process and associated documentation Provide a single primary SSL domain for inclusion in certificate requests for the AutoDiscover service Provide the published Office Outlook 2007 hotfix to all client computers, or implement Domain Name System (DNS) and service connection point (SCP) configuration updates to allow the credential prompting scenario to be avoided Create a DNS record for mobility-related URLs Provide a valid SSL certificate Atos Responsibilities Request an SSL certificate that includes the primary customer domain Install SSL certificates Requires Outlook 2010 or Office Outlook 2007 Customer must provide written proof of ownership before Atos can request the certificate for the primary SSL domain POP3 and IMAP4 A3C optionally supports POP3 and IMAP4 protocols via the internal customer network. The POP3 and IMAP4 ports are closed by default but can be opened by submitting a Service Request. A3C does not support POP3 and IMAP4 connectivity from external Internet clients Delegated logon is not supported For outbound , the SMTP client must authenticate over an encrypted channel via Transport Layer Security (TLS) IMAP4 is not supported for the A3C-M Basic and A3C-CC Basic Service Plans Page 11

17 /Inbox Personal Mailboxes (Linked Mailboxes) Personal Mailboxes are associated with an individual user. With A3C the mailbox is linked to a disabled user account that resides within the A3C Active Directory. This user is be created by the Atos A3C Directory Synchronizations solution based upon the contents of the customers on-premise Active Directory. Using the existing user account in the customers environment for logon, this provides single-sign-on when accessing the A3C mailbox linked to that account Resource Mailboxes and Shared Mailboxes t all mailboxes are associated with individual users. A3C also makes the following special-purpose mailboxes available: Resource mailboxes. Provide access to conference rooms or resources such as beamers Shared mailboxes. Used for business functions such as help desk requests where one or more individuals process the . These mailboxes can be used to send or receive all types of Resource mailboxes will be provided free of charge. Only A3C-M Standard subscriptions can be used to create shared mailboxes The number of free resource mailboxes cannot exceed 10% of the total number of mailboxes Resource mailboxes are limited to 100 MB in size Delegate Access A3C supports delegate access that is, the ability for users to allow others to manage their and calendars. Delegate access is commonly used between a manager and an assistant, where the assistant is responsible for processing the manager s incoming messages and coordinating the manager's schedule. When delegates have Send on Behalf permissions, they can compose messages and enter the manager s name in the From field, where it will be displayed as [delegate name] on behalf of [manager name]. Page 12

18 The ability to access other mailboxes via delegate access is not available to users with A3C-M Basic and A3C-CC Basic Service Plans Send as Permissions A3C supports advanced delegation scenarios, including Send As permissions. Send As permissions allow users to send messages from another mailbox as if they are the mailbox owner. This scenario is common where there is a shared mailbox and several employees send messages from that shared mailbox instead of their Exchange accounts. The ability to access other mailboxes via Send As permissions is not available to users with A3C-M Basic and A3C-CC Basic Service Plans Catch-all Mailbox A catch-all mailbox receives messages sent to addresses in a domain that do not exist. Catch-all mailboxes are not supported by A3C Contacts/directory Address Book View Customization (Address Lists) The first version of A3C does not provide the ability to configure customized views (address lists) in the Outlook Address Book Unified Messaging/Fax Unified Messaging (UM) combines voice messaging and messaging into a single messaging infrastructure. Unified Messaging puts all and voice messages into one Exchange 2010 mailbox that can be accessed from many different devices. With Unified Messaging users can access their messages using Outlook Voice Access, from any telephone, from a mobile phone, or from the computer. Unified messaging is NOT supported in the first release of A3C. Also Fax integration with A3C - giving users one central place for sending, receiving, and managing electronic faxes and s together is NOT supported at this time. Page 13

19 Archiving Due to licensing restrictions, Personal or In-Place Archiving, a feature of Exchange 2010, is currently NOT offered within A3C Transport Rule Configuration A3C currently does not provide the ability to configure transport rules Disclaimer Support Customers may be required by law or other regulatory requirements to provide disclaimers within between recipients and senders both inside and outside the organization. A3C provides disclaimers to meet these compliance requirements. Default Settings are: Global disclaimers can be applied to all messages sent to the A3C environment Global disclaimers can be applied to all messages sent from the A3C environment Scenario-specific disclaimers that are defined in customer requirements can be applied separately from global disclaimers Scenario-specific disclaimers are scoped based on distribution group membership Disclaimer text uses default font, size, and color settings of Exchange Server Disclaimers are appended below the entire message thread for all outgoing messages Disclaimers include a line separator between the message content and the disclaimer. If the disclaimer cannot be added in the original message as with encrypted messages a new message is created with the disclaimer, and the original message is attached to the new message Customer Responsibilities Define requirements regarding disclaimers including any scenario-specific requirements, if applicable Define and manage distribution groups for scenario-specific disclaimers Define and configure disclaimer content, including text in all desired languages, for all applicable distribution groups Set up and control access to security groups to allow role-based access Atos Responsibilities Configure and implement customer-provided disclaimers as part of the initial A3C deployment Grant role-based access to customer security groups Page 14

20 Configuration of up to thirty (30) customer-provided disclaimers is allowed for initial deployment Font type, color, and size apply only in HTML and rich-text messages. Plain-text messages have disclaimers that also appear in plain text A3C does not support the following in disclaimers: o Text greater than 1,000 characters o Active Directory related queries other than distribution group inclusion o Images (including logos) A3C does not provide language translation services for disclaimers Disclaimers are not programmatically localized Users do not see disclaimers in the messages in the Sent Items folder because the disclaimers are appended by the server after messages are sent by the users. If a user is a member of multiple distribution groups that are used for specific disclaimer scenarios, the user s outgoing messages display multiple disclaimers Administration Mailbox Administration Administration of mailboxes is provided through the Exchange Control Panel by granting the Exchange Helpdesk Support role. Capabilities such as mailbox restores are offered through the A3C portal as an automated Standard Service Request Exchange Control Panel The Exchange Control Panel (ECP) provides self-service administration capabilities through its Web-based management interface that is accessible from Outlook Web App. The following capabilities are available to IT professionals and can be delegated to end users if desired. Message tracking. Through ECP, key users who have been assigned the admin role can track delivery receipt information, which helps reduce one of the most common help desk calls. End users can track messages they have sent and received and IT professionals can track all messages that are delivered to the Exchange Server 2010 environment Remote device wipe. With this ECP feature, users can manage the process of remotely erasing lost, stolen, or otherwise compromised mobile devices Multi-Mailbox Search. Allows compliance and security officials to search through multiple mailboxes MailTips. With this feature, informative messages are displayed to users while they are composing a message. These informative messages, which provide information about the recipient to help avoid non-delivery reports (NDRs), can be configured using ECP Because of licensing constraints, A3C allows only the Standard Exchange ActiveSync Mobile Management Policies to be used Page 15

21 Message tracking only provides information for message flow within an organization's A3C environment. When messages are delivered to outside mail systems, the message is listed as transmitted but there is no visibility into its subsequent delivery status Application Connectivity Using the Exchange Web Services or the Exchange Web Services Managed API is recommended for application development. Customer Responsibilities Test applications to understand how they will interact with the service Provide support for individual applications, add-ins, and related application compatibility testing tify Atos of any applications that require connectivity to the A3C environment Atos Responsibilities Assist the customer in resolving problems with applications that have a negative impact on the service Customer-managed applications are not hosted in Atos managed data centers A3C does not provide support for Outlook add-ins A3C does not provide guidance for custom application development Connectivity using web-based Distributed Authoring and Versioning (WebDAV) is not allowed with A3C Applications that utilize MAPI over HTTPS to connect to A3C should use Cached Exchange Mode to minimize performance degradation in the event of network latencies Exchange Web Services message size is restricted to 10 MB Multiple Language Support A3C provides multiple language packs that provide a localized experience in Outlook Web App and Outlook for A3C Messaging users. The availability of languages may differ between Outlook Web App and Outlook. For the current list of available languages, see Client Language Support for Outlook and Client Languages for Outlook Web App. Customer Responsibilities Deploy language packs to users Atos Responsibilities Page 16

22 Install available server-side language packs Antivirus Support All messages that are transported through A3C are scanned for viruses. If a virus is detected, the virus is deleted and the message is then delivered to the recipient. A notification of the virus detection is sent to the sender and/or recipient of the message. tifications are sent only to A3C senders who are sending mail within the A3C Messaging environment Blocked File Types Particular types of attachments from non-trusted sources are blocked from entry into the A3C environment. Customers can extend the list of blocked attachment file types through the A3C change request process Secure Messaging and Encryption A3C supports a variety of messaging security solutions. These solutions can be integrated with existing customer solutions for encryption and security S/MIME Certificate Support Secure/Multipurpose Internet Mail Extensions (S/MIME) is a standard for public key encryption and signing of that is encapsulated in MIME. Customer Responsibilities Provide support and infrastructure for S/MIME to allow item-level security A3C does not provide antivirus or other content management services for messages encrypted using S/MIME S/MIME in Outlook Web App is not supported A3C does not provide or manage the certificates required to use S/MIME encryption Message Encryption Page 17

23 A3C provides SSL or TLS encryption for all Outlook Web App, Exchange ActiveSync, Outlook Anywhere, IMAP4, and POP3 connections Service Continuity Management The A3C Messaging Service delivers 99.9% (Excluding Maintenance Windows) uptime and has set the following RPO and RTO in the event of a disaster: 10-minutes RPO: In the event of a failover to a secondary data center A3C Messaging restores a copy of customer data that is equal to or less than 10 minutes old at the time of service disruption One-hour RTO: Customer services will resume within one hour after disaster declaration is made to failover from the primary to secondary data center Standard services restored with service continuity management are core mail (A3C mailboxes), client access services (Outlook Web App, Mobile Access), transport, and delegated administrative controls through the Exchange Control Panel. For more information regarding Service Levels see chapter 3: Service and Support Levels. Customer Responsibilities Update internal and Internet DNS records and other name records that point to A3C resources, such as mail gateways and mobile messaging URLs Update targets and costs of the mail routing connectors. (te that connectors may be pre-provisioned during the initial deployment) Update network firewall ACLs. (te that ACLs may be pre-provisioned during the initial deployment) Create an archiving validation account (documentation about configuration requirements will be provided to the customer) Provide logon and password for the archiving account to the A3C team Be available to work with the A3C team in the event of a declared disaster Ensure network connectivity to a secondary site Atos Responsibilities Atos enables the service continuity management process to restore access to core services and data within the stated RPO and RTO Testing for mailbox failover only is offered once annually with 180 days prior written notice from the customer To restore service, customer client access may require some reconfiguration All onboarding activities are excluded from service continuity management Some services and processes are not functional at RPO/RTO, including mailbox migration, cross-forest free/busy, and the A3C Portal Page 18

24 Usage and Performance Metrics A3C provides a set of availability and support service-level agreements (SLAs) that measure those aspects of its services that it directly controls. However, Atos is responsible for and can control only a portion of the elements that combine to provide the total experience for A3C users. For example, Atos provides services from a global network of Atos data centers. It is not responsible for the network connections to the data centers, the customer s wide area network (WAN), and the customer's local area networks (LANs). In addition, Atos does not control the user device and its configuration. All of these factors have significant effects on the user experience. To help customers monitor areas that are not under Atos s direct control, Atos reports on a set of service usage metrics and key performance indicator (KPIs). Usage metrics provide customers with information about service usage patterns and activities. KPIs provide information that Atos uses as part of its continuous service improvement. The information may also be of use to customers in evaluating aspects of service for which they are responsible. Atos measures and reports the same KPIs for all customers Usage Metrics The following usage metrics are reported monthly to A3C Messaging customers: #Seats per Service Plan (monthly) Financial result (monthly) Relative changes over the last quarter (monthly) Service Availability Number of resource mailboxes Optional Service Features The following sections describe optional features that are available with the A3C service Message Journaling A3C provides the ability to journal to a separate archiving solution hosted by Atos, a third-party solution or to the customer environment. Customer Responsibilities Create in the customer directory a contact object for the SMTP target address to be used for journaling Maintain proper management, redundancy, availability, performance, and functionality levels of the SMTP target to ensure successful mail acceptance at all times Provide respective interoperability with Exchange Server and Exchange transport including message formats, sender/recipient information integration, and appropriate content conversion Page 19

25 Atos Responsibilities Send messages to the target location The journaling approach must be able to utilize existing network infrastructure between A3C and the customer environment The outbound journal function must not prevent or put further dependencies on software upgrades in the A3C environment Journaled messages can only be sent to the SMTP target of the customer s choice. other integration methods will be provided Because of licensing limitations journaling can only be enabled for all users, not for a subset of users Litigation Hold Because of licensing limitations Legal Hold is not offered as part of the current version of the A3C service Two-Factor Authentication for Outlook Web App Typical authentication practices that require only a password to access resources may not provide the appropriate level of protection for information that is sensitive or vulnerable. Two-factor authentication is an authentication method that applies a stronger means of identifying the user. It requires users to submit two of the following three types of identify proofs: Something known (such as a password) Something possessed (such as a smart card) Something unique about the user's appearance or person (such as a fingerprint) Two-factor authentication is currently NOT supported by A3C at this time Mailbox Data Migration A3C can provide a mailbox data migration service for transferring mailbox data from the customer's site to the A3C environment. The migration process is conducted with minimal end-user interaction, and is completed on a schedule that is jointly determined by the customer and Atos. Migration activities are not included in the A3C seat prices. This process involves the automatic migration of mailbox data from the customer server to the A3C servers. Customers have the option of choosing one migration method, or a combination of methods, to fit their requirements. Atos offers optional mailbox data migration services when the customer s current messaging implementation is one of the following: Page 20

26 Exchange Server 2003 SP 3 or higher Lotus Domino version 6.5.x. or higher Customer Responsibilities Provide SMTP transport Provide bandwidth Provide required administrative privileges on the source system Must have Outlook installed with the appropriate profile to connect systems between the customer environment and the Atos data center and to ensure proper message routing and directory synchronization Distribute the client software to the end-user desktops, ensure that profile changes are made to the users desktops, and coordinate all desktop interdependencies Atos Responsibilities Create new mailboxes in the appropriate Atos data centers, update entries on both the customer and Atos directories, and delete old mailboxes on the legacy customer system Work with the customer to build a migration schedule that is optimized to reach the maximum number of mailboxes for each set of mailbox migrations Build into the migration schedule those factors that have significant impact on the migration schedule including mailbox size and network capacity with the understanding that mailbox size reduction may be necessary to reach maximum migration velocity Outlook cached mode is recommended, and Outlook 2010 or Office Outlook 2007 with the latest service pack is recommended Migrated data cannot exceed 90% of the size of the target mailbox. Migrated data volume has a direct relation to migration velocity. To achieve maximum migration velocity, mailbox size reduction may be required. Migration fees are NOT included in the seat price BlackBerry Device Connectivity The BlackBerry Enterprise Server (BES) for A3C is used to synchronize , calendar, contacts, and tasks with BlackBerry devices. BES is available at an extra charge. Due to the requirement of co-locating the BES with Exchange Server, the A3C service deploys, hosts, and supports BES in an Atos data center. Customer Responsibilities Procure, deploy, manage, and support client software and devices compatible with the latest version of BES software, and manage relationships with wireless carriers Provide Atos with BES IT policy settings for initial setup Page 21

27 Atos Responsibilities Provide SMTP transport Determine the number of BES servers required to support customer BlackBerry devices and provide the customer with this information for licensing procurement Procure and maintain BES Server Licenses Deploy and maintain BES to provide service for BlackBerry devices Provide at least two A3C team member names, phone numbers, and addresses to the customer for the RIM support agreement Atos does not provide support for BlackBerry devices or handheld applications as part of the A3C service There is a one-to-one relationship of BlackBerry devices to mailboxes BlackBerry devices will require device security wipe and reactivation during the migration process Blackberry Enterprise Server Express is not supported Third-party tools or services that interface directly with or must be installed on the BES servers are not supported or allowed Microsoft Office Communicator clients for BlackBerry devices are not currently supported BES service availability is not included in the A3C SLA. By default BES will offer an availability of 98,5% Hosted Voic A3C does NOT support hosted voic services provided by the Unified Messaging (UM) capability of Exchange Server Service Plan Feature Capabilities The table below describes the major capabilities and features offered by the relevant A3C Service Plans. Service Features A3C Basic Plans A3C Standard Plans Mailbox size 1 GB 1 GB (Can be extended in 5 GB increments) Message size limits (max attachment size) 50 MB 50 MB Recipient limits Deleted item recovery 30 Days 30 Days Page 22

28 A3C Basic Plans A3C Standard Plans Deleted mailbox recovery 30 Days 30 Days Client Access Outlook 2010 Outlook 2007 Outlook 2003 Outlook Anywhere (RPC over HTTPS) Outlook Cached Mode n/a Outlook Online Mode n/a (t recommended) AutoDiscover n/a (Outlook and mobile) Outlook Web App Internet Explorer 7+, Safari 3+, Firefox, Chrome Internet Explorer 7+, Safari 3+, Firefox, Chrome Outlook Web App light experience Almost any browser Almost any browser Outlook Web App: Vanity URL WebReady document viewing Disable web access Instant messaging and presence connected to web client A3C-CC Basic A3C-CC Standard Macintosh support (rich client) Outlook for Mac 2011, IMAP POP Entourage 2008 Web Services Edition Mobility Exchange ActiveSync devices (such as iphone, Windows Phone, kia etc.) Remote device wipe (implementation varies by mobile device manufacturer) Customize Exchange ActiveSync security policies and settings, including PIN/password lock Disable Exchange ActiveSync access n/a n/a n/a (one policy only) Mobile device n/a Page 23

29 allow/block/quarantine Certificate-based authentication for Exchange ActiveSync Mobile SMS sync (through Exchange ActiveSync) SMS (text messaging) notifications BlackBerry (via Blackberry Enterprise Server) /Inbox Send on behalf of and send as A3C Basic Plans n/a n/a n/a A3C Standard Plans Optional Shared mailboxes Catch-all mailbox Server-side forwarding Inbox rules Tasks Conversation view and actions (such as ignore conversation) MailTips Contacts/Directory Personal contacts Personal distribution groups Restricted distribution groups Dynamic distribution groups Moderated distribution groups Global Address List Hide users from Global Address List Custom address lists Hierarchical address lists Address Book Policies Offline Address Book External contacts (in Global Address List) Calendar Out-of-office auto-replies Page 24

30 A3C Basic Plans Federated calendar sharing Side-by-side calendar view in web client Resource mailboxes (for example, for conference rooms or equipment) A3C Standard Plans Outlook 2010 Room Finder Unified Messaging/Fax Interoperability with onpremises voic systems Exchange Unified Messaging (hosted voic ) Security Anti-spam (AS) Antivirus (AV) Safe and blocked senders (configurable at the organization level) Opportunistic TLS for inbound/outbound Forced TLS for inbound/outbound S/MIME Compliance/Archiving Disclaimers Transport rules Personal archive Retention policies Journal messages to external or on-premises archive Multi-mailbox search (ediscovery) Legal hold Rolling legal hold (single item recovery) Administration Administration through a Webbased interface (Exchange Control Panel) Page 25

31 Administration through command line shell (PowerShell) A3C Basic Plans Message tracking Usage reporting Auditing Application Access/Customization A3C Standard Plans Application connectivity through web services SMTP relay Outlook Web App Web Parts Outlook add-ins and Outlook MAPI Application connectivity through Exchange Server MAPI/CDO API Application connectivity through DAV Other Public folders Global Address List synchronization from onpremises directory (Active Directory) Global Address List synchronization from multiple on-premises Active Directory forests one-way through the Directory Synchronization tool one-way through the Directory Synchronization tool Page 26