InsightCloud. Hosted Exchange Service. What is InsightCloud? What is SaaS? What are the benefits of SaaS?

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1 What is InsightCloud? InsightCloud is a web portal enabling Insight customers to purchase and provision a wide range of Cloud services in a straightforward and convenient manner. What is SaaS? Software as a Service (SaaS) is a means of delivering software over the internet. It is widely believed that by % of new business software will be delivered as a service. What are the benefits of SaaS?»» Add / remove users quickly and easily»» Automatic software upgrades»» No need for expensive infrastructure hardware and servers»» Removes the need for in-house IT support»» All user data backed up as standard»» Virus and spam protection built in»» Enhanced mobility and reduced carbon footprint What is the InsightCloud? The InsightCloud is a remotely hosted solution which can be accessed via a web browser (Outlook Web Access), a locally installed copy of the Microsoft Outlook client, IMAP or POP3. Users can log into their InsightCloud Hosted Exchange account from any PC or suitable mobile device. Can clients try before they buy? Yes. Insight offers a 30 day free trial for users of InsightCloud. For customers wanting a 30 day live trail please visit and click on the FREE 30 Day Trial Tab. Can clients get a live demonstration of the product? Yes. One of our Cloud Sales Specialist will be happy to set up a demonstration of the service. Either click on the contact us form on or call

2 Data How do I upload existing mail? For InsightCloud accounts which support the use of the Microsoft Outlook client it is possible to import a clients from a.pst file. This functionality is not supported by users of Outlook Web Access. Geographically, where is my data held? InsightCloud services are run from a primary datacentre in London Docklands with data being backed up to a secondary datacentre. Both datacentres are PCI DSS and SAS 70 accredited. Is there a size limit to uploads? In the current version of Microsoft Outlook 2010, there is a limitation on the size that a.pst file can grow to. This limit is 50GB. However, you should be aware that uploading large volumes of data may adversely affect others user in the same location if insufficient bandwidth is available. Can I upload data in bulk? In some instances, bulk data upload is not practical over the internet due to bandwidth limitations. In this instance data can be transferred to portable disc and manually transferred to InsightCloud as an additional chargeable service. For more details on this please visit and visit the Cloud Services tab. Is my data secure? Please see the next two sections regarding Privacy and Security

3 Privacy Who owns the data that my organisation transfers to Insight Cloud? To put it simply, Insight does not own client s data. We do not take a position on whether the data belongs to the institution signing up for InsightCloud, or the individual user (that s between the two of you), but we know it doesn t belong to us! The data which you put into our systems is yours, and we believe it should stay that way. We think that means two key things. 1. We won t share the data with others except as noted in our Privacy Policy. 2. You should be able to take your data with you if you choose to use external services in conjunction with InsightCloud or stop using our services altogether. When can Insight employees access my account? Insight employees will access your account s data only when an administrator from your organisation grants InsightCloud Support Team explicit permission to do so for troubleshooting purposes. During the course of troubleshooting an issue or other investigation, the InsightCloud Support Team may ask for the creation of a test administrator account, solely to be used to resolve the particular issue at hand. Insight employees or automated systems may also take down any content that violates the Terms of Service. Who can gain access to an InsightCloud administrator account? By default, one administrator account is created per organisation. It is the responsibility of the administrator to create, amend and delete user accounts. Insight employees may not access administrator accounts except as described in Insight s Privacy Policy. Who can gain access to my end-user s accounts? A client s InsightCloud administrators can access all end-user accounts and the associated data. The InsightCloud administrator has control of all user names and passwords within an organisation. Insight employees may not access end-user accounts except as described in Insight s Privacy Policy.

4 Privacy Does Insight give third parties access to my client s data? Insight does not share or reveal private user content such as or personal information with third parties except as required by law, on request by a user or system administrator, or to protect our systems. These exceptions include requests by users that InsightCloud Support Team can access their messages in order to diagnose problems; when Insight is required by law to do so; and when we are compelled to disclose personal information because we reasonably believe its necessary in order to protect the rights, property or safety of Insight, its users and the public. For full details, please refer to the Information Sharing section of our Privacy Policy. What kind of scanning/indexing of user data is done? User content is only scanned or indexed in the following cases to provide you with a high-quality service.»» Some user data, such as messages and documents, are scanned and indexed so users can search for information in their own InsightCloud accounts.»» is scanned so we can perform spam filtering and virus detection. We do not scan or index data for any other purposes. Our scanning and indexing procedures are automated and involve no human interaction. How long does Insight keep my organisation s data? Customer data is only retained on the platform for the duration of the customer contract and for the purposes of backup and recovery. How does Insight handle law enforcement requests? Insight complies with valid legal process. It is Insight s policy to notify users before turning over their data whenever possible and legally permissible. How does Insight process objectionably illegal content? Insight will take down malware, pornography, child pornography, copyrighted or trademarked content when notified by a third party, or if our systems detect these types of content on Insight servers. Insight will contact the primary account administrator in the event content is taken down. Where can I find more information on Insight s Privacy Policy? Please contact insightcloud@uk.insight.com

5 Security Where is my organisation s data stored? Your data will be stored in PCI DSS and SAS 70 accredited datacentres. Insight maintains a primary UK datacentre which runs the service. Client and system data is backed up to a secondary DC. InsightCloud s computing clusters are architected with resiliency and redundancy in mind, eliminating any single point of failure and minimising the impact of common equipment failures and environmental risks. Is my organisation s data safe from your other customers when it is running on the same servers? Yes. Data is virtually protected as if it were on its own server. Unauthorised parties cannot access your data. Your competitors cannot access your data, and vice versa. In fact, all user accounts are protected via this virtual lock and key that ensures that one user cannot see another user s data. This is similar to how customer data is segmented in other shared infrastructures such as online banking applications. An administrator / end-user has deleted a number of messages, how can they be recovered? InsightCloud provides a backup & restore function for clients data. Client data is backed up on a daily basis and retained for 10 days. During that time restores can be facilitated by contacting insightcloud@uk.insight.com Data is restored within the following Recovery Time Objectives: Data type RTO Requirements Notes Exchange Next Working Day User name, item or mailbox name and the restore date. Provides recovery of messages, mailbox and message store.* * All documents will be restored to the original location. How do you protect your infrastructure against hackers and other threats? InsightCloud has multiple layers of security ensuring the best possible protection. These include SSL encrypted access, HA Cisco firewalls, intrusion detection monitoring, anti-spam and AV throughout the platform.

6 Security How do you prevent against machine failures or natural disasters? InsightCloud computing clusters are designed with resiliency and redundancy in mind, eliminating single points of failure and minimising the impact of common equipment failures and environmental risks. All system and client data is backed up on a daily basis to a secondary remote DC. Access to our datacentres is restricted to authorised personnel. Is it safe for my organisation to access InsightCloud over the internet? Yes. All communication to the InsightCloud is encrypted using SSL. This is the same standard of security used by financial institutions for internet banking. How do you protect my organisation against spam, viruses and phishing attacks? We have built in virus checking and anti-spam, and we enforce checking of documents before allowing a user to download any message. How do I prevent spammers from spoofing my domain name? Publishing your SPF records will secure your domain name from anyone attempting to spoof your domain. SPF allows a domain owner to use a special format of DNS TXT records to specify which machines/hosts are authorised to transmit for their domain, making it difficult to forge From: addresses. We strongly encourage you to publish SPF records for your domain. How does Insight respond to users in my domain who are sending spam? If Insight identifies an InsightCloud user who is spamming, we reserve the right to immediately suspend the user. If the spam is domain-wide, we reserve the right to suspend the entire account and deny administrator access to all the InsightCloud services. This is in accordance with the InsightCloud Acceptable Use Policy. We will notify the registered secondary address of any spam violations.

7 Technical What is my Hosted Exchange mailbox storage limit? InsightCloud Exchange storage is purchased as an organisational resource. This is a much more efficient way of buying Exchange storage rather than allocating a volume of storage per user, as some users require more storage than others. Limits can still be set, however, on how large each user s Exchange mailbox can grow. Will I stop receiving if I go over my storage limit for my account? Yes, you will be warned when you reach 90% of your limit but will continue to send and receive until your limit is reached, unless your organisation s InsightCloud administrator allocates more storage to you. Do public folders count as part of my storage space usage? Yes. The overall volume of data stored in public folders is part of your overall storage utilisation. I currently use Outlook with a POP3 account. Why would I want to use your Hosted Exchange service? Outlook offers mail, calendar, contacts and tasks for a single user. When you add an Exchange server, you now have access to the same features for your group, including meetings, and access to one another s calendars. You also have access to public folders, which can be shared between group members. These folders can contain messages, files, contacts, calendars, tasks, and memos What versions of Exchange are supported by InsightCloud? There are 4 versions currently supported:»» Exchange Basic (OWA)»» Exchange Standard Plus»» Exchange Enterprise»» Exchange Enterprise Plus Different users can have different versions of Exchange within the same organisations. Since you are scanning messages for viruses, do I still need an anti-virus client on my workstation? Yes, everyone should be running a good updated anti-virus client. Any good commercial product with daily updates will work fine, provided it is Outlook-aware (if you are using a local copy of Outlook to access your Insight Cloud Hosted Exchange account).

8 Technical Can I use an IMAP or POP mail client, and leave mail on your server? Yes, with IMAP mails will remain on the server by default, but with POP you will need to configure your client to keep a copy on server. How do I set up public folders? If you have an InsightCloud Hosted Exchange service you will be able to administer your public folder using an Outlook client or OWA by browsing to Public Folders using your designated user account. You can then create new folders and designate permissions to other users in your domain. How often do you patch/update the Exchange server? The servers may have to be taken off line for essential maintenance and software patches, you will be given prior notification and the work will be undertaken between 11pm and 4am to keep end user impact to a minimum. During this window of downtime, you may NOT be able to consistently connect to the Exchange servers via your MS Outlook or via Webmail (Outlook Web Access) or via any other devices. Depending on which servers are being worked upon, you may intermittently lose access for all or part of this downtime window. If you want to have access to your Outlook mailbox data during this entire window of time, you must setup Outlook to operate in Cached or Offline mode. Any changes you make inside Outlook while in offline mode can be synchronised when you re-connect to the Exchange servers in online mode. NOTE: Any s sent to users during this time will be trapped and resent by the sending mail servers for a period of 72 hours. This should ensure that no incoming s are lost. Do we need to transfer our DNS to your control? No, but it would simplify the setup process if we were responsible for your DNS management. If we are not providing DNS for you, you will need the following information to provide to your DNS Provider: If you do not have your DNS service hosted by InsightCloud, here is the MX Record: mail.insightcloud.com What versions of Outlook are supported? Microsoft Outlook Express, Microsoft Outlook 2003, Microsoft Outlook 2007 and Microsoft Outlook 2010 are fully supported for use with the Hosted Exchange service over the internet.

9 Technical How long does it take to get set up on InsightCloud? InsightCloud administrator accounts can be created within a few hours of expressing an interest in the service. First you need to submit your details on and a credit check will then be performed on your organisation. Once credit check has been successful, you will then receive an containing your login details and the relevant URL enabling you to access the InsightCloud Portal and begin to create users and provision software and services. The provisioning process takes minutes. What is the InsightCloud management portal? Each client administrator will have access to the InsightCloud management portal. The main features of the portal are:»» Add / remove users»» Select from a range of InsightCloud services including the full range of options Can you manage this process for me? Clients can assign access to the console to Insight in order to manage the service on their behalf. For more information on Insight s service offering please contact insightcloud@uk.insight.com. Can InsightCloud be used offline? If you wish to access your InsightCloud account using either OWA or Microsoft Outlook you must have a live internet connection to facilitate the sending and receiving of mail. However, if you have a local copy of Microsoft Outlook it is possible to operate in Cached or Offline mode. Any changes you make inside Outlook while in offline mode can be synchronised when you re-connect to the Exchange servers in online mode. What additional services can you offer me? Insight has developed a dedicated Cloud Services Division consisting of a team of cloud computing specialists, incorporating key partners such as Google, Microsoft, EMC and Symantec. This division is constantly adding a portfolio of partners with the aim to enable clients from all sectors, from 5 seats through to enterprise level, to successfully adopt cloud technology. These services range from basic set up through to customisation and management of your cloud services to fit the needs of your organisation. For more details on the list of services offered in this team please click on the Cloud Services Tab at

10 Technical Does Insight offer first line telephone support? InsightCloud has been designed to be intuitive and easy to use as a result our customers rarely need to contact us, However for the occasions where you require technical assistance we have trained professionals on hand 24/7 in our Technical Assistance Centre. Where required a webex remote desktop session will be initiated to provide interactive support. Billing How do I get billed? You will receive a monthly invoice for the services provisioned in the previous month. The minimum billing period is one month. What do I do next? Call or insightcloud@uk.insight.com and speak to one of our Cloud Sales Specialists today or visit for:-»» More information on all of the services offered through InsightCloud»» To sign up to one of the services offered through InsightCloud»» Set up a FREE 30 day trial