G-Cloud Managed Exchange SaaS. Service Description

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1 G-Cloud Managed Exchange SaaS Service Description Version No: 5.0g Date: 08/04/2014

2 Table of Contents FEATURES... 3 OPTIONAL FEATURES... 4 BENEFITS... 4 CONNECTED SERVICES... 4 SERVICE REQUIREMENTS... 4 SUNGARD DELIVERS:... 4 REPORTING, WEB PORTAL & STATISTICS... 5 SERVICE MANAGEMENT... 6 SERVICE CONSTRAINTS... 7 TECHNICAL OVERVIEW... 7 LOGICAL DESIGN... 7 OVERVIEW DIAGRAM: ECS SOLUTION... 8 INFRASTRUCTURE ECS VIRTUAL HARDWARE COMMUNICATIONS VAULTING AND RESTORE PRICING CONTRACT SUNGARD CORPORATE RESPONSIBILITY STATEMENT Page 2 of 13

3 1. SunGard Cloud Services Compute-as-a-Service (Production) 1.1. Managed Exchange SaaS Overview Managed Exchange Services provide for the administration, management and support of Microsoft Exchange 2007 servers onwards, delivering customers the facility to outsource day to day administration of the Exchange and mailbox environment. The service is part of SunGard s UK Enterprise Cloud Services (ECS). Connect Secure IP Network Compute Store Managed Exchange Services include the initial installation and provisioning of software, on-going patch deployment, proactive management, monitoring of the Exchange server, end user administration via the customer s IT helpdesk, provision of reporting and performance metrics and access to a 7x5 or 24x7 Microsoft specialist helpdesk. Features Initial installation, configuration and provisioning of the Microsoft Exchange server Exchange sever availability and performance monitoring Administrations of end user ID s and passwords Administration of change requests, mailboxes and resource boxes as requested by the customer Pro-active identification of performance management issues Reporting of disk space utilisation, mail box sizes, mail queues, event logs, system alerts and system errors Access to 12x5 helpdesk or 24x7 in the event that the customer requires round the clock management Page 3 of 13

4 Optional Features Option of delivering Managed Exchange Services from traditional physical environment or Enterprise Cloud Services (ECS) Restore of s from back-ups if the customer subscribes to vaulting services. ECS customers have basic vaulting incorporated as part of the service offering Provision of Microsoft Exchange licenses Provision Anti-spam software All optional features are available for additional subscription fees over and above Managed Exchange Services fees. ECS charges are inclusive of vaulting fees. Benefits End to end outsourcing of Exchange server means that customers are able to focus on other core parts of their business Exchange is a highly administrative and dynamic environment which utilise a lot of an organisation s IT resources. SunGard removes this resource drain from organisation s IT department SunGard has the necessary tools to pro-actively manage the Exchange environment. This means that SunGard is able to act on a preventative basis, reducing incident opportunities from materialising in this highly critical environment SunGard s provision of a round the clock operational service desk means that global organisations have access to primary support on a 24x7 basis Connected Services Managed Exchange Services is suited to organisations that prefer the model of outsourcing core and highly administrative components of IT provision. SunGard is able to work with the customer to understand size and recommend environments as well as scope and undertake Exchange migration projects. Service requirements Customers will need to work with SunGard for the configuration of Active Directory as Exchange and Active Directory are closely interlinked. SunGard provides an Active Directory server as part of the infrastructure, which synchronises with the customer s Active Directory. SunGard delivers: Highly available As you d expect from SunGard, the solution has been designed to the highest specifications for resiliency to minimise downtime. Page 4 of 13

5 Efficient The underlying technology focuses on maximising the utilisation of computing power resource pools and storage resulting in less wasted resource. Reuse The IT infrastructure and contracts have been designed so that the IT infrastructure can be readily reused either by the customer or SunGard, so improving the ROI and the ability to change the IT infrastructure faster to adapt to the changing needs of the business. ServiceNow SunGard, as a customer of ServiceNow, uses ServiceNow products for its ticketing system. SunGard regards ServiceNow as part of its tools development and the notion of delivering IT as a Service. ServiceNow makes IT more accessible, intuitive and social, qualities that SunGard has built in to its Cloud solutions. ServiceNow creates a single system of record for all IT processes within a company. SunGard believe that IT should be accessible to ALL users in an organization, should it be their policy, and ServiceNow delivers a productivity tool for all types of business users including the CIO, service desk staff, application developers, IT finance, IT operations and business people. SunGard adheres to ITILv3, which complements ServiceNow s consistent and intuitive user experience through the entire IT Infrastructure Library (ITIL) service lifecycle. Reporting, Web Portal & Statistics SunGard s secure Web portal reporting provides access to online reports for all Device-, Server-, Application and Database monitoring services subscribed to. Page 5 of 13

6 Service Management A comprehensive secure online portal will provide the common Service Management functionality and address standard requirements. ServiceNow SunGard, as a customer of ServiceNow, uses ServiceNow products for its ticketing system. SunGard regards ServiceNow as part of its tools development and the notion of delivering IT as a Service. Your experienced, qualified ITIL Service Delivery Manager/Specialist (SDM/S) is responsible for total customer satisfaction by helping to ensure that services are delivered in accordance with the terms of your Agreement with SunGard. As the designated person for the Customer Service process, your SDM/S is empowered to make decisions and escalate directly to executive management in order to help ensure your Service needs are met. Acting as your advocate, the SDM/S manages customer related issues to help ensure that expectations are properly set and met; and that changes to delivery are properly communicated. The SDM/S helps to ensure that customer-impacting incidents are fully resolved and promotes continuous improvement by providing a root cause analysis report in the event of Service Level failures. Additionally, the SDM/S escalates your concerns to management as appropriate and is your liaison within SunGard for Service related issues. Page 6 of 13

7 While your initial point of contact remains with the Service Desk, your SDM/S will maintain regular communication and should be your primary escalation point for all Service related issues, at all times following SunGard s ITIL-based process framework. Service Constraints Any maintenance, such as data centre UPS Managed Exchange SaaS Technical Overview Technical Overview Below is a technical overview of the Managed Exchange service in conjunction with Northdoor. Managed Exchange from SunGard is a service based on SunGard s ECS service. Areas covered include: Logical Design for environments (small, medium, large) Physical/ECS Infrastructure Communications o Internet links o Customer connectivity o Internet Outlook Web Access o Anti-virus and spam protection Vaulting and Restore The Service based on SunGard s ECS is based at SunGard s highly resilient Data Centre: TC3, Woking, England, UK. It is important to note that the ECS environment, it is still dedicated on a per customer basis, but based on shared infrastructure. It therefore adopts all the resilience of the shared infrastructure, but also the shared resources, though a customer environment is given its own resource pool. Logical Design The logical design covers three different types of environment, being small, medium and large. A small environment is one that has up to 250 users, a single Exchange server, and one or two AD servers (second for resilience). A medium environment is one that has up to 500 users, split between two Exchange servers, and has two AD servers for resilience. A large environment is one that has up to 750 users, split between two Exchange servers, but larger than the medium ones. Again, it has AD servers for resilience. Page 7 of 13

8 Storage is dependent on user requirement, but typically it is recommended that 2G per user is allowed. The solution can exist in either a physical or a virtual environment. Within the physical environment, server and network hardware will need to be provisioned within a cabinet. In the virtual environment the solution can reside on ECS platform. Details are provided in section 3. In order to give good username password access, and to avoid the need for users to have multiple passwords for different systems, password synchronisation will take place between the customer environment and the hosted one. However there will be local domain controllers within the hosted environment so as to provide resilience and functionality in the event that the customer environment has failed. Mobile devices and archiving are out of scope at present, but the solution will include the option for anti-spam and anti-virus, provided via Messagelabs. Overview Diagram: ECS Solution The logical diagram of the environment is as follows: Page 8 of 13

9 Page 9 of 13 G-Cloud 5 Managed Exchange SaaS Overview

10 Infrastructure The servers required for small, medium and large environments are shown below, and are presented as a ECS resource pool. Storage space for is defined on a per-client basis, but typically, we would recommend 2G per user, unless otherwise defined. Due to the way MS Exchange will be set up, no shared storage will be required within the physical solution, and locally attached disks are acceptable. ECS Virtual Hardware Domain Controller (optionally, x2) Server with 1x vcpu, 4G RAM, 40G OS disk Exchange Server (number and memory dependent on solution size above) 1 or 2 Servers with 4x vcpu, 16/40G memory, 100G OS disk, varying data disk of small=500g, medium=1tb, large=2tb Thus, for the different size solutions, ECS server resource pools required are as follows: Solution Size Small Medium Large Domain Controllers 1vCPU, 4G, 40G disk 2vCPU, 8G, 80G disk 2vCPU, 8G, 80G disk Exchange Servers 4vCPU, 16G, 100G disk 8vCPU, 32G, 200G disk 8vCPU, 80G, 200G disk Data Disk 500GB 1TB 2TB Resource Pool 5vCPU, 20G, 640G disk 10vCPU, 40G, 1.28TB 10vCPU, 88G, 2.28TB Communications Internet links Customers will purchase Internet bandwidth as part of the service if required, and this will be at 40 per Mbps per month. However, if no Internet service is required, then a default 1Mbps will be configured for inbound/outbound mail. The service will be configured to allow SMTP mail exchange, but will not allow IMAP connectivity from the Internet, and will not act as a mail relay Customer connectivity Customers will connect to the service via either the Internet, using VPN links, or via dedicated links. This will give the ability for customer Outlook clients to connect to the Exchange server directly. Page 10 of 13

11 Where a customer requires dedicated links, and the service is being provided via ECS, then the customer will need to take a ¼ cabinet for NTE termination. Internet Outlook Web Access Where users need remote web access, Outlook Web Access will be made available via the Internet. However, this will be via a direct web login, and will not support client VPN. However, the web login will be encrypted via SSL, and the client will be responsible for purchase and maintenance of the SSL certificate, subsequent to being given the appropriate details from the Exchange server. Anti-virus and spam protection Where the AV and Anti-spam service is taken, all MX records will point towards MessageLabs, and firewall rules will be configured such that SMTP mail exchange can only occur from previously defined MessageLabs IP addresses. Vaulting and Restore Vaulting will be performed by default to dual sites via TeleVault, and making use of the Exchange agent. Vaulting requirements can be modified by clients at a cost, but by default, the vaulting service will provide the following: Details of vaulting schedule Restore of mail items or mailboxes will be performed by SunGard via the vaulting portal. Pricing Pricing is shown in the separate pricing document. Contract Please note that the contract on Cloudstore represents all of the possible terms and conditions and service schedules for all of the SunGard Cloudstore services. Only the appropriate terms and schedules will apply to the services procured. SunGard Corporate Responsibility Statement There are three options available: Standard, Enterprise and Trial. SunGard supports mission-critical operations of financial institutions, businesses, local governments, public safety and justice agencies, and educational institutions around the world. It is through our commitment to doing things the right way and doing them well that we have earned the trust of our customers to help them with their most critical missions. Our good name and reputation are based on setting and achieving high standards for how we conduct ourselves. We also believe that as one of the world s leading Page 11 of 13

12 software and technology services companies we have an obligation to use our size and influence to raise ethical, social and environmental standards wherever we do business. We focus our Corporate Responsibility efforts in three main areas: Environmental Social Governance Further details are available on request. Page 12 of 13

13 2. Document Control The underlying table must be completed to facilitate document change control. Document change control must be implemented after the first major document release. Version Issue Date Next Author Details Scheduled Review Date 4.1g 17/09/ /03/2014 John Hodges G-Cloud4 version 5.0g 08/04/ /09/2014 John Hodges G-Cloud5 version Page 13 of 13

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