REDCENTRIC MANAGED ARCHIVE SERVICE SERVICE DEFINITION

Transcription

1 REDCENTRIC MANAGED ARCHIVE SERVICE SERVICE DEFINITION SD005 V2.0 Issue Date 02 July 2014

2 1) SERVICE OVERVIEW Redcentric's Managed Archive Service allows customers to regain control of their Microsoft Exchange and Windows file servers as well as remain data compliant. Customers can create policies for Microsoft Exchange and Windows file servers, that safely and automatically archive inactive user s and files that have not been accessed for a specified length of time. Redcentric offer a fully managed service based on the industry-leading Symantec Enterprise Vault data archiving software but with the added simplicity and assurance of a 24x7 managed service. Key Features Ability to define archive policies based on age, usage and volume of s Inactive data from file and systems is moved to offsite storage Data is archived, indexed and centrally stored High speed search, view and retrieval of data from the vault by end-users Ability to enable journaling and / or e-discovery for compliance and regulatory requirements Improve Exchange and Windows file server and primary storage performance Reduced data backup volumes and faster recovery times Customer driven archiving policies Simplified management and end user increased productivity. Page 1 Confidential

3 2) SERVICE DESCRIPTION The Redcentric Managed Archive Service (MAS) consists of one or more archive servers licensed for the selected service features. The Symantec Enterprise Vault software is installed on Redcentric provided server(s) in the Redcentric data centre where it performs the archiving functions for the configured Customer Exchange and Windows file servers based upon the defined policies. If the Customer has multiple physical locations where network connectivity prohibits a centralised solution, multiple archive servers can be deployed. The policy that determines what Exchange data and local mail archive files (PST files) on Windows file and print servers to archive and when to perform the archive operations is defined in one or more sets of archive policies stored on the archive server(s). Policies are defined by the Customer and updated through Redcentric s change control process and managed on a day-to-day basis by Redcentric s application support specialists. Exchange s, attachments and local mail archives archived from Customer servers are replaced by shortcuts in the users Exchange mailboxes. For Exchange the shortcuts to archived s and attachments are viewed in the Outlook mail client in a similar manner to other Exchange content. This mechanism enables Customer end-user to transparently view and retrieve their archived data without need for administrator support. The archive server(s) provide a web browser interface that can alternatively be used by end-users or administrators to browse, search and retrieve archived data. The archive server(s) connect to the Customer LAN and are configured into a Customer s Active Directory. All end-user functionality such as search and retrieval of archived s, attachments and files are controlled by their existing security credentials within the Customer s Active Directory. 2.1) LICENCE OPTIONS The Managed Archive Service is available with a number of licence options to address various Customer requirements. License Options Service Functions Mailbox Optimisation Exchange Server and mailbox archiving Import of local mail archive files (PSTs) into a central archive and removal of PST files Offline vault: Copy of archive content for mobile users disconnected from the network Archiving of aged s and attachments from Exchange public folders Windows desktop search integration (via offline vault): Explorer interface for users to browse their archive content Journaling Journaling of all inbound and outbound s and attachments to address compliance requirements Journaling and E-Discovery Journaling of all inbound and outbound s and attachments to address compliance requirements and advanced search functionality Windows File System Archiving Archiving of Windows file system data based on policies such as location, type and age of data Page 2 Confidential

4 2.2) COMPATIBILIT LISTS The following products that have been certified for use with the Managed Archive Service: 2.2.1) Mail Archiving Exchange Version Enterprise Vault 10 Exchange Server 2003 (32 Bit) OR,SP1,SP2 Exchange Server 2007 (64 Bit) SP1, SP2,SP3 Exchange 2010 SP1, SP2, SP3 Exchange 2013 Windows client OS Enterprise Vault 10 Windows XP Pro SP1, Sp2, Sp3 Windows Server 2008 x64 (using WOW64) R2, R2 SP1 Windows Vista (32 Bit & 64 Bit) OR, SP1,SP2 Windows 7 (32 Bit) & (64 Bit) Windows 8 (32 Bit) (64 Bit) Windows clients Enterprise Vault 10 Outlook 2003 SP2, SP3 Outlook 2007 OR,SP1,SP2, SP3 Outlook 2010 OR SP1 Outlook 2013 Mac client OS Enterprise Vault 10 Mac OS X 10.5.n, 10.6., 10.7., Mac clients Enterprise Vault 10 Entourage 2008 ( or later) Entourage, Web Services edition 2008 (13.n) Outlook 2011 for Mac or SP1, SP2 Mac client browsers Enterprise Vault 10 Safari or later, 4.0, Page 3 Confidential

5 2.2.2) File Archiving File system archiving (FSA) requires an FSA agent to be installed on the target file server to allow Windows placeholders to be created and accessed. The FSA agent is supported for use with the following operating systems: Windows server OS Enterprise Vault 10 Windows 2003 Server SP1,SP2, R2, R2 SP2 Windows Server 2003 x64 edition or SP1, R2, R2 SP2 Windows Storage Server 2003 SP1, SP2 Windows Storage Server 2003 x64 edition R2 Unified Data Storage Server 2003 OR,x64 edition Windows Server 2008 SP1,SP2 Windows Server 2008 x64 edition SP1,SP2,R, R2 SP1 Windows Core Server 2008 Windows Core Server 2008 R2 Windows Storage Server 2008 Windows Storage Server 2008 x64 edition or R2 SP1 2.3) SERVICE ARCHITECTURE 2.3.1) Archive Server(s) The archive server(s) are the archiving engine that is connected to the Customer's network, hosted in the Redcentric data centre and performs the archiving function for the configured target Customer Exchange and Windows file servers. The archiving infrastructure server(s) are made up from SQL server, IIS and the Symantec Enterprise Vault software and/or a locally hosted Customer domain controller. For remote Customer locations connected via low bandwidth network connections, remote archive servers can be deployed to perform these functions locally to the associated target Customer servers in those locations. The volume of data to be managed, geographic Customer locations and wide area network capacity will determine the number of archive servers required. A dedicated domain user account will be required for the archiving functionality to be activated (this is not a domain admin account). Redcentric will provide and manage the archive server. The support level in the case of a hardware failure is the next working day with a 4pm cut off point. It is Redcentric s responsibility to manage the server, including patch management, on a day-to-day basis. Redcentric is responsible for implementing Enterprise Vault patches and updates. Page 4 Confidential

6 2.3.2) Archive Storage Dedicated network attached storage volume in an Redcentric data centre accessed via a secure VPN connection attached to the Redcentric provided archive server(s) Replicated copy of storage volume in a second geographically diverse Redcentric data centre to provide for disaster recovery in the event of a data centre outage 2.3.3) Customer Network Connectivity The archive server is configured with one or more 100/1000Mb Ethernet adapters. One Ethernet adapter must be connected to the Customer network for access to the target servers to be archived. This Ethernet adapter can be configured with either a dynamic (DHCP) or static IP address depending upon the Customer preferences. The archive server requires appropriate administrative credentials for the Customer network and the target servers to be archived. This will involve defining the archive server as a member server within the Customer Active Directory structure. Secondly, the archive service Windows services running on the archive server must be configured to run with a service account with suitable administrative credentials to perform the archive functions on the target servers. It is recommended that the Customer defines a specific account with appropriate credentials in their Active Directory and this account is only used for the archive server functions. The average experienced throughput per individual backend archive server is 5GB / hour for Windows file system archiving and 2GB/h for Exchange server archiving. This performance can only be achieved if sufficient bandwidth between the Customer s target servers and the archive server in the Redcentric data centre is available. The throughput can be increased by providing additional backend archive servers. These can be made available for an additional monthly charge ) Target Exchange Server Configuration The target Customer Exchange servers require configuration to enable archiving and journal archiving. This includes setting appropriate permissions for the archive server to connect to the Exchange server and publishing forms to Exchange that enables end-users to retrieve archived s and attachments via shortcuts in their Outlook client. No additional software is installed on the target Customer Exchange servers, unless the Customer requires end user access to mail via Outlook Web Access. There are two possible configurations of the Exchange server: 1. Backend server only configuration: Specific client software is installed on the backend server. 2. Backend / front end server configuration: Specific client software is installed on the backend and front end server. Moved shortcuts and changed retention categories When a user moves or copies an archived mail shortcut to another folder or changes an item's retention category, the change is reflected inside the archive. If the new location is configured to use a shared archive, The Managed Archive Service creates a copy of the shortcut in that archive. It leaves a copy in the original archive even if the item's shortcut was moved, rather than copied. The MAS web application allows the user to restore to the current folder. The current folder is the location in the mailbox that corresponds to the location of the item inside the archive. A user can select one or more folders to search in Exchange browser search and Outlook search. Shortcut deletion can be performed as part of the mail archiving task in the background. Page 5 Confidential

7 2.3.5) File System Archiving Managing Shortcuts File System archiving policies allow you to specify when an archiving task creates a shortcut either immediately, never or at a later date. This feature enables you to ensure that the service does not create shortcuts for files that are modified frequently. This means that a user who wants to modify a file can open a local copy of the file, even though the file is safely archived. When the file is no longer changed frequently, a shortcut is created to the archived version. There are several date and time criteria that you can use when defining archiving policies. For example, you can archive a file and then create a shortcut 15 days after the last modification date. Improved archiving of large FSA volumes File system archiving starts processing from the point at which it was interrupted. This enables file system archiving to process volumes that are too large to be processed during a single archiving run. 2.4) ARCHIVE POLICIES Archive policies are defined by the Customer, managed via Redcentric s change management process and set by Redcentric application support specialists via the vault administration console (VAC) and held within the SQL database on the archive server. The Managed Archive Service can contain many policies and Redcentric will help to define and review these policies with Customers over a period of time to ensure that data is being archived efficiently ) Exchange Archive Policies Archive policies for Exchange enable s and/or attachments to be archived based upon the age of the item. The policy also defines a retention period for which the archived items will be retained. An Exchange archive task is scheduled to periodically check the contents of the Exchange server private, and optionally the public, information stores for eligible archived items in line with any policies that are set. During these scheduled tasks any s that meet the policy definition are copied to the archive server creating a safety copy of the item, once this safety copy has been backed up on the archive server the original item is replaced (if required) by shortcuts within the end-users mail folders. These shortcuts enable end-users to easily view and retrieve archive content via their normal Outlook mail client. A policy can be defined that retains the in the archive vault even if the end-user deletes the shortcut to the item. In this scenario the item is retained to the end of the defined retention period in the archive policy. Exchange server archiving based on age and quota With the Managed Archive Service the Customer can select archiving based on age and quota. The service performs age-based archiving first. If age-based archiving does not make the required percentage of mailbox storage limit free, archiving continues until the required percentage is reached ) PST Mail Archiving content previously archived by end-users to local PST files can be imported into the archive. This process ingests the contents of the individual PST files, indexes them, and stores the items in the archive. The imported PST mail items are secured using the ownership attribute of the original mail items to ensure security and confidentiality of content. PST content is stored within the archive using the same policies defined for the owning end-users mailbox on the Exchange server. Retention periods for PST imported content are effective from when the /attachment was originally sent or retrieved - not from when it was imported from the PST file. Following the import operation the PST files can be deleted from their server location. Page 6 Confidential

8 2.4.3) Exchange Journaling Policies The compliance Exchange archiving feature enables journaling of all inbound and outbound s. This feature captures a copy of the s before they reach the recipient's inbox and stores them in a journal vault location on the archive server. The journaling policies define the retention period for all items in the journal vault location. Items in the journal vault location will only be deleted when the retention period defined in the journal archive policy has expired. The journaling is a feature of Exchange and is enabled via the Exchange administrator ) File Archive Policies File data can be archived based upon a number of criteria: type of file, age of file, age since created, age since modified, age since referenced, etc. Identification of file data candidates for archiving is defined through file name and/or extension filters and location of file server shares. File server archive tasks are scheduled to periodically check the contents of the defined file server shares. During these scheduled tasks any files that match the policy definition are copied to the file archive vault and replaced by placeholders. These placeholders enable end-users to easily view and retrieve archived files using standard Windows tools such as Explorer. A policy can be defined that retains the file in copied to the archive server creating a safety copy of the item. Once this safety copy has been backed up on the archive server the original item is replaced (if required) by a shortcut. In this scenario the item is retained to the end of the defined retention period in the archive policy. If the Customer's backup software modifies the access date of data, then archiving of data based on access date will not work. It should be noted that offline files and folders are not supported. Page 7 Confidential

9 3) IMPLEMENTATION AND ACCEPTANCE 3.1) SERVICE DELIVER As part of the Service an Redcentric consultant will come to the Customer premises to install and configure the Symantec Enterprise Vault software and set-up all target Customer servers for the service. This activity will include demonstrating that the default archive policies can be successfully applied to the two defined target servers and data can be archived. Additional consultancy is available for further bespoke implementation consultancy such as configuring additional target servers and defining bespoke policies, on a time and material basis. 3.2) ACCEPTANCE CRITERIA The following Acceptance Criteria will be demonstrated during the Service delivery process and the Customer s signed approval will signify that the service as described in this Service Definition is ready for use: Create Managed Archive Service organisation unit (OU) within the Customer s Active Directory Create Managed Archive Service account in Managed Archiving Service OU Create Managed Archive Service PST service account in Managed Archiving Service OU Advise on different archive polices/targets i.e. mail archiving, file archiving, zero day etc. Advise on different provisioning methods for mail archiving i.e. using security groups, targeted OU s Enable five active users for archiving Install and confirm archive client extensions (buttons) Run archive and confirm mail icons change Archived mail can be retrieved via Outlook client Archived mail can be retrieved via Outlook Explorer Archived mail can be retrieved via Outlook Search Vault Archived mail can be retrieved via Outlook Web Access Archived mail can be retrieved via Outlook Explorer Archived mail can be retrieved via Internet Explorer Run locator, collector and migrator tasks Open user mailbox to check PST present Enable journal mailbox on Exchange Enable journal archive on MAS Check vault usage report for activity Install FSA agent on file archive targets Check FSA services are running on file archive targets Run archive and confirm file icons change to placeholders Check archived files can be retrieved using Windows Explorer Page 8 Confidential

10 4) SERVICE LEVELS AND SERVICE CREDITS 4.1) SERVICE LEVELS The Service Levels detail the agreed target levels of Availability for the offsite installation of the Managed Archive Service provided by Redcentric to the Customer, where the Symantec Enterprise Vault software is installed on Redcentric provided and managed archive server(s) and attached to Redcentric-provided, managed and replicated storage. They: 1. Detail the level of service to be provided by Redcentric for the Managed Archive Service in terms of Availability 2. Detail the specific responsibilities for both Redcentric and the Customer to ensure that the Managed Archive Service is properly commissioned 3. Define the mechanism for reviewing Redcentric's performance in providing the Managed Archive Service 4. Define what will happen in the event that a problem occurs Redcentric Responsibilities and Obligations Redcentric will provide an automated mechanism whereby the Customer will be able to archive data from all designated servers as defined in this Service Definition. The Managed Archive Service downtime will not breach the stated Availability below. Subject to the conditions outlined in the Service Levels, Redcentric will undertake that the Managed Archive Service delivered to the Customer will function as specified. Exclusion Redcentric is not responsible for making necessary changes to the Customer s environment such as rolling out Windows and Exchange server and client service packs. Customer Responsibilities and Obligations Although the Managed Archive Service is a managed Service and Redcentric will be responsible for the Availability and support of the Service components, the day-to-day operation of the Managed Archive Service will, in part, depend on certain key processes and related equipment which are wholly under the Customer s control. It is important to note that the Customer is responsible for making any appropriate changes to the existing server / desktop environment: The Managed Archive Service will require the Customer to roll out the latest Windows service packs for servers and clients prior to rolling the Managed Archive Service to end users The Customer is responsible for the provision of and changes to the access methods such as VPN or Citrix etc to enable the access and retrieval of archive data for end users The Customer will also be responsible for the provision, installation, management and support of any internal network connectivity at the Customer s site required to deliver this service. The Service Level applicable to the Managed Archive Service is as follows: Service Level: Availability Measurement Period: Month Measured element Availability The archive server and / or archive store availability Availability: Not less than 99.0% The Managed Archive Service Availability measures whether the archive server and / or archive store in the Redcentric data centre is available for archiving and retrieving content. The Availability measurement will be the amount of time in any one month that the archive server and / or archive store is available to archive and retrieve data to and from the Customer's associated server(s). Page 9 Confidential

11 4.2) FLOOR SERVICE LEVEL The Floor Service Level applicable to the Managed Archive Service in respect of Availability of the archive server and / or archive store shall be 85% in any given Month. 4.3) SERVICE CREDITS The Service Credits applicable to the Managed Archive Service shall be calculated as follows: The formula for calculating the Service Credits shall be: Service Credit = (C x S) / MS Where: S = the number of seconds by which Redcentric fails to meet the Service Level for Availability in the relevant Month C = total Charges payable in respect of the Managed Archive Service for the same Month MS = total number of seconds in the same month Page 10 Confidential

12