Cobweb Complete for Office 365: Service Description

Transcription

1 Cobweb Complete for Office 365: Service Description Introduction Cobweb Complete for Office 365 is a managed service designed to help organisations maximise the benefits of their investment in Office 365. Advanced monitoring, management and active security elements keep users and data safe. All users have access to a comprehensive library of how to videos and expert help when they need it to take full advantage of all elements of the service Monthly reporting and actionable insights help organisations unlock the full value of Office 365 The service is delivered in two distinct phases 1. Managed Onboarding 2. Monthly Managed Service Managed Onboarding to Office 365* Onboarding Overview Scope The Cobweb Complete team will work with you to scope the on-boarding to Office 365. The service includes an audit of all Windows PCs to identify any potential issues or conflicts prior to migrating to Office 365 Management Throughout the on-boarding process regular agreed contact with the Cobweb Complete team will ensure the move to Office 365 is as seamless as possible whilst providing progress updates to you to ensure you are fully informed of status. Pre-Deployment Health Check A full review of the customer s PC environment is the first step of the deployment process to ensure a smooth initial setup of the service with no surprises. The Pre-Deployment Health Check is described below. Data Migration Following the successful audit and any required remediation the Cobweb Complete team will manage the migration of all mailbox data to Office 365. Details of the migration process are described below.

2 Remediation Following the migration of mailbox data the Cobweb Complete team will work with you to fix any issues that have arisen during the onboarding Completion Once the onboarding has been successfully completed you will be transferred to our operational team who will deliver the monthly Cobweb Complete for Office 365 Managed Service. * The Managed Onboarding service is charged as a one-off fee per user Pre-deployment Health Check Health Check Supported for Windows PCs only, the health check agent will be installed either by sending an to the user for self-installation, or the agent can be deployed via Active Directory group policy. The agent will monitor the Windows PC to ensure it meets the minimum requirements for supporting Office 365 and will report this back to our monitoring platform where we can ensure all managed PCs remain in a healthy state at all times. Should an issue be identified with a managed PC, pro-active resolution can be undertaken before users are migrated. The Health Check Agent monitors: o Available free memory o Hard disk performance o Minimum requirements for Office supportability o CPU usage The health check agent will be installed through the entire life cycle of Office 365. Should an issue occur with the Windows PC, pro-active contact can be made to inform you so investigation can be undertaken. When a new user joins the company, the health check agent should be installed on the machine that is in use. The agent can be acquired by contacting the Cobweb Complete team. Should a user leave the company and the machine be swapped to someone else, the health check agent may need to be redeployed by contacting the Cobweb Complete team.

3 Data Migration Supported Platforms and Data The following table displays what platforms are supported and what items are copied over using the tool. Platform s Calendars Contacts Tasks Journals Notes Exchange Server 2003/2007/2010/2013/2016 Google Apps/Gmail Groupwise 7+ Lotus Notes 6.5+ VMWare Zimbra 6+ Irrespective of mailbox language, recognised system folders are mapped between source and destination systems. Exchange/365 Google Apps Groupwise Zimbra Notes Inbox Inbox Inbox Inbox Inbox Contacts Contacts Contacts Contacts Contacts Calendar Calendar Calendar Calendar Calendar Deleted Items Deleted Items Deleted Items Drafts Drafts Drafts Junk Mail Junk Mail Junk Mail Sent Items Sent Items Sent Items Tasks Tasks Tasks Journal Notes The migration tool does not move the following objects Cached Entries (Neither nk2 files (Outlook 2007) or Autocomplete File (Outlook 2010/13)) Client side Objects (i.e. Outlook Rules, Contact Groups) Archives: outside the Mailbox (I.e. PST s), in-place archives or Distribution Lists, External Contacts or Public Folders Items that do not match folder types (I.e. Contact within a Mail Folder) Custom items that do not inherit from the core system types Non-Delivery Reports (NDR s) and Delivery Status Notifications (DSN) RSS Feeds The migration tool may not wholly reconstitute Vote responses (position) or categories (colour schema). System Requirements and Recommendations Internet Accessible Messaging System Ability to allow Read Access to the Messaging System Ability to open Port access and firewall exceptions if required Ability to install applications on premise to facilitate data migration

4 Monthly Managed Service Description Core Service Features Features Standard Cobweb Complete Management and Monitoring Service Manager Proactive Monitoring Auditing and Reporting Enhanced Security and Backup Identity Protection Enhanced Protection Exchange Online Backup and Restore Mobile Device management Improved Secure Access Insights and Optimisation Proactive Reporting Monthly Service Report Quarterly Service Review Usage Insights Monthly Service Updates User Education 1,800+ training videos Bespoke Training Content Comprehensive Support Registered Administrators *7 IT Admin Telephone Support for all Severities 24*7 Telephone Support for IT Admins (Severity 1 only outside of core hours) 10*5 End User Support (08:00-18:00 Monday to Friday) Online Support Submission Form Online Service Status Online Knowledgebase Online Maintenance Notifications Peer Community Certified Cloud Service Experts Management & Monitoring Service Manager An assigned Cobweb Complete account manager whose role is to help customers get the most from their Office 365 investment

5 Regular service meetings with the assigned Cobweb Complete Service Manager to review and assist with recommendations and insights regarding your service. Proactive Monitoring Building on the initial Health Check the Cobweb Complete service monitors the organisation s PCs and Office 365 service for security, performance and compatibility issues The Cobweb Complete Team proactively monitor your Office 365 tenant daily to identify if you have any potential security threats through the active use of Azure AD security reports Auditing and Reporting Cobweb Complete provides proactive auditing and reporting Auditing is enabled for Azure Active Directory actions, as well as actions taken in Office 365 for Exchange Online. This provides a 90-day window to scrutinize actions taken inside the Office 365 tenant, identifying who made changes and when. Reporting capabilities provide insights to user s login and service utilization upon which Cobweb will act on if it is based on a security issue, or report on as part of the account management role for report analytics. Reports are designed to scrutinize the security of your Office 365 tenant as well as provide useful analytical data that is difficult and complicated to extract from Office 365. They cover: o Identity Protection o Service Configuration o User analytics o Device analytics o Licensing and subscription utilisation metrics Enhanced Security & Backup Identity Protection Proactive security monitoring for leaked or threatened credentials, plus suspicious activity alerting through Cobweb Complete. Our team will monitor and inform if suspicious activity is found on your Office 365 tenant. Your tenant is proactively checked daily and you will be contacted should any security issues be identified. Enhanced Protection Industry leading Enterprise class Anti-Virus and Anti-Spam protection enhances the built-in Office 365 scanning and adds end user quarantine management as well as personal white lists and black lists. Use of Outlook s junk feature is still enabled and accessible. Virus Protection 100% virus protection guarantee from known viruses All inbound and outbound is scanned by default Spam Protection All incoming is scanned by default

6 Any positively identified as spam is not delivered to the end user s mailbox and is deleted If it is uncertain that an is spam, it is moved to a per mailbox quarantine area (individual for each mailbox) and a Spam Manager notification is sent to the intended recipient The Spam Manager online application allows users to selectively deliver or delete s identified as potentially being spam Scanning within header subject, text body and images, as well as supported Microsoft Office, PDF attachments and compressed file types Dashboard, summary, detailed and scheduled reporting Spam Administration Administration of spam settings within the service is available through the Cobweb Complete Team. The settings, which can be configured, are: Custom whitelist and blacklist domains Specification of maximum size (if less than 50MB is required) Exchange Online Backup and Restore The Exchange Online Backup & Restore component of Cobweb Complete for Office 365 provides a powerful search and simple recovery for accidentally deleted s. The backup solution is to provide a simplified and seamless restore capability. This feature is not a disaster recovery solution Cobweb Complete backs up Exchange Online data six times a day, to provide a simplified recovery solution for your business. The solution backs up all users data with the search and restore capability for Cobweb Complete Admins only. The service includes delegated access for the Cobweb Complete team to manage your data for monitoring backup health and providing restore capability. The Cobweb Complete team cannot see your data or restore it to any other location or service other than your own Office 365 tenant. The Backup service utilises a Global Administrator account for your Office 365 tenant. This allows the Backup service to login with the required administrative credentials to perform the tasks needed to ingest user data and service information. The service uses Microsoft Azure Blob Storage to store backup data. This Microsoft Azure storage is provided as part of the Cobweb Complete service charges. The default backup location is in EU based data centres. If you desire to have the data located in other Azure regions, please inform Cobweb at time of purchase and before setup so this can be understood and acted upon. Additional charges may apply depending on the Azure region selected. If a user deletes an that is received since the last backup and before the next, that must be in the users deleted items for it to be backed up. If the is hard deleted (put into the recoverable items folder) the backup service cannot retrieve this and the user must perform normal Outlook recoverable actions to retrieve it - deleted data is held by default in this recovery folder for 14 days. By default, the backup has 2 years retention and any user or admin simply needs to call in to the Cobweb Complete service team to facilitate a restore. s can be searched by date range, subject and/or sender only. Cobweb cannot view, read, snapshot, retrieve or direct any of your backup data to an alternate location. Mobile Device Management Enable and configure the Office 365 version of Intune for Mobile Device Management

7 The solution supports Android, ios and Windows devices Improved Secure Access Multi Factor Authentication is enforced for the default Global Administrator account Insights & Optimisation Proactive Reporting The Cobweb Complete for Office 365 service provides pro-active reporting and analysis which delivers actionable insights to help your organisation optimise the use of all features within Office 365 and provide additional protection for user identities and data. Monthly Service Report Each calendar month a member of the Cobweb Complete team will send a summary report of your activity with recommendations and insights to help you get the most out of Office 365. Quarterly Service Review Each quarter a member of the Cobweb Complete team will meet with you, through Skype for Business, telephone or an in-person meeting, to discuss recommendations or issues, and will help plan any chosen changes to your service. Usage insights Data driven insights on Office 365 usage from your Service Manager provide guidance and education to help ensure users are optimising the use of all Office 365 services Monthly Service Updates Keeps the organisation up to date with upcoming service innovation and updates with tips and guidance on how to take advantage of the new features in Office 365 User Education Rich End User Training Content Cobweb Complete provides a comprehensive library of 1,800+ on-demand how-to videos to show your users how to complete tasks and actions in Office 365, through the app launcher tile or help pane in Office 365. Training covers Microsoft Windows 10, Microsoft Office 2013, Microsoft Office 2016 and Office 365 Review the training material to see which users have completed their learning tasks Bespoke Training Content Customers can add their own training content specific to their organisation s processes and solutions within the end-user education solutions

8 Comprehensive Support Registered Administrators Up to 5 registered Administrators can access the Cobweb team of cloud experts 24*7 for support and to request administrative actions on your Office 365 service. Hours of Support Support for IT Administrators from Office 365 experts around the clock 24*7 Support for all users during business hours 10*5 GMT (08:00 to 18:00 Monday to Friday) Online Support Submission Form A publicly available submission form that can be used to quickly send an to the Cobweb support team. All submissions are logged within the incident management system within one hour and follow the normal Cobweb Service Level Agreements. Support The Cobweb Complete team are contactable via at complete@cobweb.com. All s are logged within the incident management system within one hour and follow the normal Cobweb Service Level Agreements. A confirmation will be sent to the main contact. Telephone Support The Cobweb Complete team are contactable via telephone on All calls are logged within the incident management system and follow the normal Cobweb Service Level Agreements. A confirmation will be sent to the main contact. Online Service Status The Online Service Status page displays an active list of all services provided by Cobweb as well as an indication highlighting whether a service is running as expected or experiencing issues. All service incidents are highlighted appropriately and contain time-stamped comments for updates. Online Knowledgebase Cobweb s Online Knowledgebase contains helpful documentation in the form of guides which can be easily accessed and shared across a company to learn more about a service. Online Maintenance Notifications The Online Maintenance website provides a list of all scheduled maintenance on the Cobweb platform, as well as a description and any time scales. Peer Community Yammer based community to share experiences and gain tips and tricks from the Cobweb customer community

9 Certified Cloud Service Experts All members of the Cobweb Complete team are certified cloud service experts with years of expertise in delivering, managing and supporting cloud services. Legal Data Ownership For data ownership please see the Microsoft Office 365 Trust Center Service Levels The service level agreement for Cobweb Solutions can be found at: Cobweb Solutions Service Level Agreement The service level agreement for Office 365 can be found at: