Service Definition The following section provides a summary overview of the hosted Microsoft Exchange solution.

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1 Microsoft Exchange Service Definition Service Description Hosted Exchange 2010 is a secure business-class messaging and collaboration service designed to make it possible for you and your employees to work anywhere, at anytime. Giving users rich and familiar access to , calendar, contacts, and tasks across PCs, the web, and mobile devices. Service Definition The following section provides a summary overview of the hosted Microsoft Exchange solution. G-Cloud Service Overview Hosted Microsoft Exchange Microsoft Hosted Exchange is a hosted messaging solution that delivers the capabilities of Microsoft Exchange Server as a cloud-based service. It gives users rich and familiar access to , calendar, contacts, and tasks across PCs, the web, and mobile devices. With Hosted Exchange, organisations can take advantage of sophisticated messaging capabilities without the operational burden of onpremises server software. Hosted Exchange allows users to connect to their mailboxes from a variety of devices and platforms. All network connectivity occurs over the Internet, and VPN connections are not required. Built to deliver the enterprise-grade security and reliability that businesses require, Microsoft Exchange provides , calendar and contacts on your PC, phone and web browser. Support for a variety of browsers, including Internet Explorer, Firefox, Safari and Chrome, allows you to work and collaborate no matter where you are Mobile sync to hundreds of devices, including Windows Phone, iphone, and Android, means you can access and update your info while on the go Multi-layered anti-spam filtering with continuous updates helps guard against spam and phishing threats A new, unified approach to high availability and disaster recovery helps your business achieve increased levels of reliability With Exchange, users can access their mailboxes from wherever they go, with full support for Outlook, a premium web browser experience, and access from a wide range of mobile devices. More storage options make it possible to offer users low cost large mailboxes so they can access all their essential information in one place Calendar sharing allows users to share free/busy information with colleagues, even if they work at another company archiving, ediscovery Search, retention policies, and legal hold to help you preserve and discover data. Security policies let you create approved mobile device lists, enforce PIN lock, and remotely wipe data from lost phones. Security Hosted Exchange combines built-in anti-spam and encryption technologies with an advanced antivirus infrastructure for efficient management of a wide range of security threats. Outlook Web App (OWA) Outlook Web App in Microsoft Exchange helps users be more efficient and productive across platforms and locations by giving them access to , voice mail, instant messaging, SMS text messages, and more inside all popular browsers. Mobile with Exchange ActiveSync With Exchange ActiveSync, mobile users can access a universal inbox with , voice mail, rightsprotected messages, and instant message conversations on their smartphones.

2 Archiving, Retention and Discovery Hosted Exchange introduces built-in integrated archiving, retention, and discovery capabilities that save costs and simplify the process of preserving business communications. Voic with Unified Messaging Hosted Exchange offers users single inbox access to voice mail and . Voic messages appear as both text and audio for added productivity. Information Assurance The proposed G-Cloud Service is available and can be offered to meet Impact Level (IL) IL0 and IL1/2. It can also be made available to meet IL3 subject to accreditation. Backup/Restore and Disaster Recovery Full backups of the G-Cloud service are taken daily ensuring that if required the service can be fully restored and operational within the agreed SLA. The G-Cloud Services are spread across and delivered from three UK based Tier 3 Data Centres. The services are deployed on virtual servers with the services/data replicated in real time across the three data centres with each aspect of the service architecture provides a minimum N+1 redundancy. Robust disaster recovery procedures are also in place to ensure the high availability of the G-Cloud Services is maintained. Client data can be restored within 4 hours if required. On-boarding and Off-boarding processes Please refer to the following flowchart for details on the processes involved with on-boarding and offboarding to/from the G-Cloud Services

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4 Pricing (including unit prices, volume discounts (if any), data extraction etc.) The following table provides pricing details for the G-Cloud Services offered. Details have also been provided for the hourly/daily rate required for data extraction services as these will be priced based on individual requirements. G-Cloud Service Unit Pricing (per month) Exchange Starter 6.99 Exchange Standard 8.99 Exchange Enterprise Additional Services e.g. data extraction 45/hour 350/day Service Management details The G-Cloud Service has a fully defined service level agreement (SLA) ensuring clarity on the service deliverables, overall performance of the service and a clear escalation process. In addition each client is also provided with access to the service desk (telephone, , internet) and a named Service Manager. Service Constraints (e.g. maintenance windows, level of customisation permitted, schedule for deprecation of functionality/features etc.) All maintenance on the service will be completed out of hours e.g. Saturday 3am with a minimum of fourteen days notice. The hosted Exchange G-Cloud Service does not support any level of customisation beyond those available from within the Outlook client. Additional features, functionality will not be removed within minor updates therefore ensuring clients continue to receive the service they have subscribed to. Typically additional features, functionality will be added/removed at a major point revision. A major point revision of the G-Cloud Service will result in a new service being offered. Clients will have the option to move their subscription to this new service after consultation. Service Levels (e.g. performance, availability, support hours, severity definitions etc.) The hosted Lync G-Cloud Service is provided within the attached SLA. Financial recompense model for not meeting service levels The SLA provides details of the service credits available for failure of the G-Cloud Service to meet the agreed service levels Training Online user training is available for the hosted Exchange G-Cloud Service and the associated self service portal along with knowledgebase articles on all services. Additional onsite/online training can be provided if required. Ordering and invoicing process A self service portal is available to place orders and self provision the G-Cloud Service. Purchase orders are also accepted via other means e.g. , telephone or meeting. All G-Cloud Services are offered on 30 day terms, monthly in arrears with any additional setup fees invoiced where relevant. The G-Cloud Services are offered on a consumption based Invoicing model. Termination terms Termination of the G-Cloud Service by the Consumer (consumption) can be achieved either via the self service portal or Pinacl Service Desk. Consumers can cease as required with all services being invoiced on a calendar month basis.

5 By the Supplier (removal of the G-Cloud Service) Pinacl shall honour all active G-Cloud Service contracts and shall not terminate or remove the G- Cloud Service whilst active contracts remain. If a G-Cloud Service is superseded (major point release implemented) then clients will be consulted about migrating over to the new service. Data Restoration / Service Migration The G-Cloud Service data is backed up on daily basis across the three Data Centres, ensuring that if required, customer data can be restored within 4 hours. Service migration to other G-Cloud service providers will be supported:- Export of account information can be provided to assist in configuring Exchange accounts Mailbox s can be exported in.pst format for import by new service provider. RemoteHands Migration Pinacl will migrate your company to our Hosted Exchange free of charge. With our Exchange RemoteHands service, you get specialist real-time assistance every step of the way. Our expert support team will move your Active Directory, and more to our fully-managed hosted Exchange 2010 service. Instead of suffering through thankless weekends in the office migrating Exchange, then weeks of 'teething pains' with a new system, let Pinacl take care of everything. After you sign up, a member of the Exchange RemoteHands Team will call you to discuss your migration needs. You then schedule the migration, which our experts complete, using our proprietary tools. Once migrated, we'll manage your Exchange 2010 service 24x7 and give you a 99.99% uptime guarantee. We know that managing Exchange can be painful for IT departments, so we make it easy. How Do We Make Migration Simple? Many customers ask us how Pinacl makes migration simple. The Exchange RemoteHands team combines experience and a set of proprietary tools to migrate your data. We use proprietary tools to import: On-premise Active Directory, including all individual user information, the Global Address list, and distribution lists. Each of your individual user's mailbox data, including s, calendar items, task lists and personal contacts. Our set up is rapid, but you set the pace and "cut over" time:start using our service right away in an emergency. For an average 200 user company, we can import Active Directory data in less than 60 minutes. Data migration time ranges. Depending on mailbox numbers, size & internet pipe, it takes between a few hours or a few days to migrate content. Consumer responsibilities The G-Cloud Service consumers will have the following responsibilities:- Adhere to the acceptable usage policy Responsible for client Internet access where G-Cloud Service is delivered via public Internet QoS and bandwidth on consumer s LAN/WAN networks Record entries required on DNS services. Provide relevant information if number porting is required Provide User details ( address, location, name etc) Provide client device that meets minimum hardware and software specification

6 Technical requirements (service dependencies and detailed technical interfaces, e.g. client side requirements, bandwidth/latency requirements etc.) The following table provides details on the software required to use Hosted Exchange Software Requirements Table 1: Operating systems and browser combinations supported by Microsoft Exchange Operating system Windows 7 (32-bit) Windows 7 (64-bit) Windows Vista with Service Pack 2 (32-bit) Windows Vista with Service Pack 2 (64-bit) Windows XP with Service Pack 3 (32-bit) Windows XP with Service Pack 2 (64-bit) Windows Server 2008 and Windows Server 2008 R2 Mac OS X 10.5 or Mac OS X 10.6 Supported browers Windows Internet Explorer 8 and later versions Chrome 6 and later versions Internet Explorer 8 and later versions Chrome 6 and later versions Internet Explorer 7 and later versions Chrome 6 and later versions Internet Explorer 8 Internet Explorer 7 Firefox 5 Internet Explorer 7 and later versions Chrome 6 and later versions Internet Explorer 8 Internet Explorer 7 Firefox 5 Internet Explorer 8 and later versions Chrome 6 and later versions Safari 4 and later versions Table 2: Software supported for use with Hosted Exchange Software Supported Version System software Microsoft.NET Framework 3.0 (for Windows XP) Java client (for Macintosh OS X)* Office clients Microsoft Office 2010 or Office 2007 Service Pack 2 Office 2008 for Mac and Microsoft Entourage 2008 Web Services Edition Office 2011 for Mac and Outlook 2011 for Mac Outlook 2003 via POP and IMAP only o POP and IMAP protocols offer -only access with a substantially reduced set of functionality Microsoft Lync 2010 client.net Framework 2.0 or later Client applications Browser software for Microsoft Online Services Portal Office desktop set up Internet Explorer 7 or later Mozilla Firefox 3.x Apple Safari 3.x Browser software for Internet Explorer 7 or later

7 Software Supported Version Outlook Web App Firefox 3 or later Safari 3 or later on Macintosh OS X 10.5 Chrome 3 and later versions Outlook Web App also has a "light" version that supports a reduced set of features across almost any browser Details of any trial service available. The Pinacl hosted Exchange G-Cloud Service offers thirty day trial account(s) for consumers to trial and assess the service prior to purchasing. Data extraction/removal: Consumers can move to a different supplier for their G-Cloud Services or exit the service by following a simple and quick exit process. As the hosted Exchange G-Cloud Service is a consumption based service the consumer can simply disable or cease the service via the self service portal. They can also disable or cease services via the Pinacl Service desk. Where the consumer wishes to transfer to another supplier or retrieve their data then Pinacl will provide the relevant services at an agreed hourly/daily rate based on consumer requirements. The data standards used within the hosted Exchange G-Cloud Service are based on Microsoft standard software. Pinacl can provide Consumers with user account information in.csv format. A copy of the mailbox and public folders in.pst format for import into another platform or service. Pinacl will purge and destroy (as defined in security accreditation for different ILs) all consumer data from any computers, storage devices and storage media that are to be retained by the Pinacl after the end of the subscription period and the subsequent extraction of consumer data (if requested by the consumer). Data storage and processing locations The G-Cloud Services are hosted on a high availability infrastructure deployed within three physically separate UK based Tier 3 data centres. Each of the data centres has multiple locales configured. This architecture ensures that a failure in one locale will not affect another locale. Consumers have the ability to determine which locale and/or data centre they wish the G-Cloud Service to be delivered from. Each locale will be assigned a specific security classification (impact level) enabling G-Cloud services to be offered that meet the various consumer IL requirements. Deployment Models: The hosted Exchange G-Cloud Service can be deployed over a Public Cloud (Internet) or Private Cloud network. The Private Cloud networks consist of specific private MPLS based networks connecting individual organisations to the hosted services. The private cloud network can connect to various public sector networks such as PSN, JANET and N3. Service Models: The hosted Exchange G-Cloud Service is Software as a Service (SaaS) Burst versus elastic resources: Not relevant on the hosted Exchange G-Cloud Service as it is SaaS.

8 Guaranteed and non guaranteed resources: Not relevant on the hosted Exchange G-Cloud Service as it is SaaS. Persistence of storage Not relevant on the hosted Exchange G-Cloud Service as it is SaaS. Service Provisioning: The hosted Exchange G-Cloud services can be rapidly provisioned and de-provisioned by the consumer using the self service portal and/or the Pinacl Service Desk. The self service portal is made available to all consumers enabling them to rapidly provision and deprovision within the terms of their agreement. The services available via the self service portal include:- Add/remove user accounts Enable/disable Exchange accounts Manage groups / mail flow Management reports Utilisation monitoring/reporting: Utilisation reporting is available at both the consumer level as well as Crown level. Reporting is available via the online portal detailing the number of users currently taking services, and what services have been enabled for them. This information can be broken down based on user, department or organisation. The usage report also detail who created the service within the consumer organisation. Data centre(s): The Pinacl G-Cloud Services are provided from three off Tier 3 data centres. The data centres have been assessed by the Uptime Institute. Visibility of applying best practise can be made available as required. Network: The G-Cloud Services will utilise an assured data transport mechanism that is appropriate for the Services and BIL being delivered and aligned to HMG PSN Strategy. The hosted Exchange G-Cloud Service can be deployed over a Public Cloud (Internet) or Private Cloud network. The Private Cloud networks consist of specific private MPLS based networks connecting individual organisations to the hosted services. The private cloud network can connect to various public sector networks such as PSN, JANET and N3. Pinacl will receive approval (against the relevant requirements/assurance mechanisms) from the relevant network provider for connection of the hosted Exchange G-Cloud Service.

9 The image cannot be displayed. Your computer may not have enough memory to open the image, or the image may have been corrupted. Restart your computer, and then open the file again. If the red x still appears, you may have to delete the image and then insert it again. The image cannot be displayed. Your computer may not have enough memory to open the image, or the image may have been corrupted. Restart your computer, and then open the file again. If the red x still appears, you may have to delete the image and then insert it again. The image cannot be displayed. Your computer may not have enough memory to open the image, or the image may have been corrupted. Restart your computer, and then open the file again. If the red x still appears, you may have to delete the image and then insert it again. The image cannot be displayed. Your computer may not have enough memory to open the image, or the image may have been corrupted. Restart your computer, and then open the file again. If the red x still appears, you may have to delete the image and then insert it again. Standard Configurations The Pinacl hosted Exchange G-Cloud Service is available in 3 versions, depending on the features you require. You can easily upgrade to the next version, and even mix versions for different office's or users. Exchange Starter Exchange mailbox with general features Exchange Professional Includes starter features plus collaboration features such as public folders and resource mailbox s Exchange Enterprise - All the features of Exchange Standard plus archiving and encryption and increased mailbox sizes. Summary Starter Professional Enterprise Monthly price per user Immediate Activation Storage per mailbox 5Gb 10Gb 25Gb Microsoft Exchange , Calendar & Contacts Outlook Web App Collaboration Starter Professional Enterprise Resource Mailbox Optional 1 per account 3 per account Public Folders Optional 1 per account 3 per account Lync Starter Optional Optional SharePoint 2010 Site Optional 250Mb Site 1Gb Site Mobile Freedom Starter Professional Enterprise iphone, ipad, Android Support BlackBerry Support OWA for "Anywhere" Access

10 Compliance & Security Starter Professional Enterprise Premium Anti Virus Premium Anti SPAM Daily Backups Mail rentention policy management Compliant archiving Policy based Encryption Outgoing disclaimer 99.99% Financially backed SLA World Class Data Centre's Premier Support Starter Professional Enterprise Intuitive Control Panel Telephone Support 7am - 7pm 24/7 24/7 24/7 Support by Online KnowledgeBase RemoteHands Migration Service Roadmaps Point revisions will be applied to the hosted Exchange G-Cloud Service as released by Microsoft. No major upgrades will be undertaken to a released G-Cloud Service. Where a major upgrades is released this will form a new variant of the G-Cloud Service which consumers will be able to migrate to in line with their service terms. Features within the hosted Exchange G-Cloud Service will be dictated in line with Microsoft Product Roadmap.

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