Managed Archiving Service Definition. SD005 v1.4 Issue Date 01 May 10

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1 Managed Archiving Service Definitin SD005 v1.4 Issue Date 01 May 10

2 Managed Archiving Service Definitin Service Overview InTechnlgy's Managed Archiving Service allws custmers t regain cntrl f their Micrsft Exchange and Windws file servers as well as remain data cmpliant. Custmers can create a plicy fr Micrsft Exchange and Windws file servers, that safely and autmatically archives inactive user s and files that have nt been accessed fr a specified length f time. InTechnlgy are the nly UK managed service prvider t ffer a fully managed service based n the industry-leading Symantec Enterprise Vault data archiving sftware but with the added simplicity and assurance f a 24x7 managed service. Archived data is deduplicated t ensure nly ne cpy f any ne file r is stred which adds t the already significant cst savings. Key Features Ability t define archive plicies based n age, usage and vlume f s Inactive data frm file and systems is mved t ffsite strage Data is deduplicated and nly a single cpy f attachments and files are stred Data is archived, indexed and centrally stred High speed search, view and retrieval f data frm the vault by the user Key Benefits Imprved Exchange and Windws file server and primary strage perfrmance Csts savings frm reduced primary strage capacity and archive deduplicatin Reduced data backup and faster recvery times Regulatry cmpliance guaranteed Custmer driven archiving plicies Simplified management and end user increased prductivity

3 Managed Archiving Service Definitin The InTechnlgy Managed Archiving Service cnsists f ne r mre archive servers licensed fr the selected service features. The Symantec Enterprise Vault sftware is installed n InTechnlgy prvided server(s) cnnected t InTechnlgy prvided in the InTechnlgy data centre (Offsite Installatin) where it perfrms the archiving functins fr the cnfigured Custmer Exchange and Windws file servers based upn the defined plicies. Fr Custmer with multiple physical lcatins where netwrk cnnectivity prhibits a centralised slutin, multiple archive servers can be deplyed. The plicy that determines what Exchange data and mailbx archive files (pst files) n Windws file and print servers t archive and when t perfrm the archive peratins is defined in ne r mre sets f archive plicies stred n the archive server(s). Plicies are defined by the Custmer and updated thrugh InTechnlgy s change cntrl prcess and managed n a day-by-day by InTechnlgy s archiving specialists. Exchange s, attachments and mailbx archives archived frm Custmer servers are replaced by Exchange shrtcuts. Fr Exchange the shrtcuts t archived s and attachments are viewed in the Outlk mail client in a similar manner t ther Exchange cntent. This mechanism enables the Custmer end-users t transparently view and retrieve their archived data withut need fr administratr supprt. The archive server(s) prvide a web brwser interface that can alternatively be used by end-users r administratrs t brwse, search and retrieve archived data. The archive server(s) cnnect t the Custmer LAN and are cnfigured int the Custmer Active Directry. All end-user functinality such as search and retrieval f archived s, attachments and files are cntrlled by their existing security credentials within the Custmers Active Directry. Managed Archiving Service License Optins The Managed Archiving Service is available with a number f license ptins t address varius Custmer requirements. License Optins Mailbx Optimisatin Standard Mailbx Optimisatin Advanced Service Functins Exchange Server and Mailbx Archiving: Archiving f aged s and attachments frm Exchange user mailbxes. Exchange Server and Mailbx Archiving PST Migratr: Imprt f lcal mail archive files (PST s) int a central archive and remval f PST files. Offline Vault: Offline cpy f archive cntent fr mbile users discnnected frm the netwrk Public Flder Archiving: Archiving f aged s and attachments frm Exchange public flders. Windws Desktp Search Integratin (via Offline Vault): Explrer interface fr users t brwse their archive cntent Jurnaling Jurnaling: Jurnaling f all inbund and utbund s and attachments t address cmpliance requirements Jurnaling and E- Discvery Jurnaling: Jurnaling f all inbund and utbund s and attachments t address cmpliance requirements and advanced search functinality

4 Windws File System Archiving File System Archiving Base: Archiving f Windws file system data based n plicies such as lcatin, type and age f data. Cmpatibility Lists The fllwing prducts that have been certified fr use with the Managed Archiving Service: Exchange Server Exchange Server 2000 OR, SP1, SP2, SP3 Exchange Server 2003 OR, SP1, SP2 Exchange Server 2007 Micrsft Outlk Outlk 2003 v , SP1, SP2 Outlk 2007 Supprt fr Placehlder service n Windws Windws 2000 Server SP4 Windws 2000 Advanced Server SP4 Windws Server 2003 Windws Strage Server 2003 SP1 Windws Server 2008 Managed Archiving Service Strage Dedicated netwrk attached strage vlume in an InTechnlgy data centre accessed via a secure VPN cnnectin attached t the InTechnlgy prvided archive server Replicated cpy f strage vlume in a secnd gegraphically diverse InTechnlgy data centre t prvide fr disaster recvery in the event f a data centre utage Archive Server The archive server is the archiving engine that is cnnected t the Custmer's netwrk, hsted in the InTechnlgy data centre and perfrms the archiving functin fr the cnfigured target Custmer Exchange and Windws file servers. It is a self-cntained Windws 2003 server cnfigured with SQL server, IIS and the Symantec Enterprise Vault sftware. Fr remte Custmer lcatins cnnected via lw bandwidth netwrk cnnectins remte archive servers can be deplyed t perfrm these functins lcally t the assciated target Custmer servers in thse lcatins. The vlume f data t be managed, gegraphic Custmer lcatins and wide area netwrk capacity will determine the number f archive servers required. A dedicated dmain user accunt will be required fr the archiving functinality t be activated (this is nt a dmain admin accunt). Installatin InTechnlgy will prvide and manage the archive server. The supprt level in the case f a hardware failure is the next wrking day with a 4pm cut ff pint. It is the InTechnlgy s respnsibility t manage the server, incl. patch management, n a day-tday basis. InTechnlgy is respnsible fr implementing Enterprise Vault patches and updates.

5 Custmer Netwrk Cnnectivity The archive server is cnfigured with ne r mre 100/1000Mb Ethernet adapters. One Ethernet adapter must be cnnected t the Custmer netwrk fr access t the target servers t be archived. This Ethernet adapter can be cnfigured with either a dynamic (DHCP) r static IP address depending upn the Custmer preferences. The archive server requires apprpriate administrative credentials fr the Custmer netwrk and the target servers t be archived. This will invlve defining the archive server as a member server within the Custmer Active Directry structure. Secndly, the archive service Windws services running n the archive server must be cnfigured t run with a service accunt with suitable administrative credentials t perfrm the archive functins n the target servers. It is recmmended that the Custmer defines a specific accunt with apprpriate credentials in their Active Directry and this accunt is nly used fr the archive server functins. The average experienced thrughput per individual backend archive server is 5GB / hur fr Windws file system archiving and 2GB/h fr Exchange server archiving. This perfrmance can nly be achieved if sufficient bandwidth between the custmer s target servers and the archive server in the InTechnlgy data centre is available. The thrughput can be increased by prviding additinal backend archive servers. These can be made available fr an additinal mnthly surcharge. Target Exchange Server Cnfiguratin The target Custmer Exchange servers require cnfiguratin fr t enable archiving and jurnaling. This includes setting apprpriate permissins fr the Archive server t cnnect t the Exchange server and publishing a frm t Exchange public flders that enables end-users t retrieve archived s and attachments via shrtcuts in their Outlk client. N additinal sftware is installed n the target Custmer Exchange servers, unless the Custmer requires end user access t mail via Outlk Web Access. There are tw pssible cnfiguratins f the Exchange server: 1. Backend server nly cnfiguratin: Specific client sftware is installed n the backend server. 2. Backend / frnt end server cnfiguratin: Specific client sftware is installed n the backend and frnt end server. Mved shrtcuts and changed retentin categries When a user mves r cpies a shrtcut t anther flder r changes an item's retentin categry, the change is reflected inside the archive. If the new lcatin is cnfigured t use a shared archive, The Managed Archiving Service creates a cpy f the item in that archive. It leaves a cpy in the riginal archive even if the item's shrtcut was mved, rather than cpied. Enterprise Vault Web applicatins allw the user t restre t the current flder. The current flder is the lcatin in the mailbx that crrespnds t the lcatin f the item inside the archive. A user can select ne r mre flders t search in Exchange Brwser Search and Outlk Integrated Search. Shrtcut deletin is perfrmed as part f the archiving prcess in the scheduled backgrund run f the Exchange Mailbx Task and the Exchange Public Flder Task.

6 File System Archiving Managing Shrtcuts File System archiving plicies enable yu t specify that the archiving task must nt create a shrtcut immediately when an item is archived. The archiving task then creates a shrtcut when the file meets the criteria that yu define. This feature enables yu t ensure that the service des nt create shrtcuts fr files that are mdified frequently. This means that a user wh wants t mdify a file can pen a lcal cpy f the file, even thugh the file is safely archived. When the file is n lnger changed frequently, Enterprise Vault creates a shrtcut t the archived versin. There are several date and time criteria that yu can use when defining the archiving rule. Fr example, yu can make Enterprise Vault archive a file and then create a shrtcut 15 days after the last mdificatin date. Imprved archiving f large FSA vlumes File System archiving starts prcessing frm the pint at which it was interrupted. This enables File System archiving t prcess vlumes that are t large t be prcessed during a single archiving run. Archive Plicies Archive plicies are defined by the Custmer, managed via InTechnlgy s change management prcess and set by InTechnlgy applicatin supprt specialists via the Micrsft Management Cnsle (MMC) and held within the SQL database n the archive server. Separate sets f plicies can be defined fr Exchange servers, and a default set f plicies are defined as part f the service installatin. Exchange Archive Plicies Archive plicies fr Exchange servers enable s and attachments t be archived based upn the age f the item. The plicy defines the age since last accessed and bth s and attachments will be archived. The plicy als defines a retentin perid fr which the archived items will be retained. Exchange archive schedules are defined t peridically check the cntents f the Exchange server private, and ptinally the public, infrmatin stres. During these scan prcesses any s that meet the plicy definitin are mved t the Exchange archive vault and replaced (if required) by shrtcuts within the end-users mail flders. These shrtcuts enable end-users t easily view and retrieve archive cntent via their nrmal Outlk mail client. A plicy can be defined that retains the in the archive vault even if the end-user deletes the shrtcut t the item. In this scenari the item is retained t the end f the defined retentin perid in the archive plicy. Exchange Server archiving based n age and quta With the Managed Archiving Service yu can select archiving based n age and quta. The service perfrms age-based archiving first. If age-based archiving des nt make the required percentage f mailbx strage limit free, archiving cntinues until the required percentage is reached. PST Mail Archiving cntent previusly archived by end-users t lcal PST files can be imprted int the archive. This prcess retrieves the cntents f the individual PST files, indexes them, and

7 stres the items in the archive. The imprted PST mail items are secured using the wnership attribute f the riginal mail items t ensure security and cnfidentiality f cntent. PST cntent is stred within the archive using the same plicies defined fr the wning end-users mailbx n the Exchange server. Retentin perids fr PST imprted cntent are effective frm when the /attachment was riginally sent r retrieved - nt frm when it was imprted frm the PST file. Fllwing the imprt peratin the PST files can be deleted frm their server lcatin. Exchange Jurnaling Plicies The Cmpliance Exchange Archiving feature enables jurnaling f all inbund and utbund s. This feature captures a cpy f the s befre they reach the recipient's inbx and stres them in a jurnal vault lcatin n the archive server. The jurnaling plicies define the retentin perid fr all items in the jurnal vault lcatin. Items in the jurnal vault lcatin will nly be deleted when the retentin perid defined in the jurnal archive plicy has expired. The jurnaling is a feature f Exchange and is enabled via the Exchange administratr. File Archive Plicies File data can be archived based upn a number f criteria: type f file, age f file, age since created, age since mdified, age since referenced, etc. Identificatin f file data candidates fr archiving is defined thrugh file name and/r extensin filters and lcatin f file server shares. File server archive plicies are defined t peridically check the cntents f the defined file server shares. During these scan prcesses any files that match the plicy definitin are mved t the file archive vault and replaced by placehlders. These placehlders enable end-users t easily view and retrieve archived files using standard Windws tls such as Explrer. A plicy can be defined that retains the file in the file archive vault even if the end-user deletes the placehlder fr the item. In this scenari the item is retained t the end f the defined retentin perid in the archive plicy. If the Custmer's backup sftware mdifies the access date f data, then archiving f data based n access date will nt wrk. Nte: Offline files and flders are nt supprted. Managed Archive Strage All archived cntent frm Exchange and PST archives and Exchange Jurnal is stred in ne re mre vault stre lcatins defined n the archive server. Multiple vault stres can be defined fr the different types f archive cntent. Optimised single instance strage The Managed Archiving Service uses an ptimised single instance strage mdel that can help t significantly reduce the strage space fr archives. The Managed Archiving Service identifies the shareable parts (SIS parts) f an item and gives each SIS part a digital fingerprint. It then stres each SIS part separately and nly nce within the sharing bundary, which can extend acrss vault stres. When Enterprise Vault identifies a SIS part that it has already stred, it references the existing SIS part instead f string the SIS part again.

8 Single instance strage can help t reduce strage space in a number f ways. Fr example: If yu use separate vault stres fr jurnaling and mailbx archiving, the SIS parts between the vault stres can be shared. Sharing f identical SIS parts that result frm different types f archiving, such as a message attachment that is als stred as a file n a file server. Vault stres are nw gruped int vault stre grups. A vault stre grup acts as the uter bundary fr the sharing f SIS parts. Each vault stre grup requires a fingerprint database, which may grw quickly when yu use single instance strage. Yu create and cnfigure the fingerprint database when yu create a vault stre grup. The ffsite managed archive strage prvides a remte replicated NAS strage ptin where the archive vault is defined n highly resilient strage deplyed in an InTechnlgy data centre. T ensure archive data availability in the event f hardware errr, sftware prblems r Custmer site disasters an autmated cpy f the archive strage and assciated archive applicatin data is perfrmed t a secndary InTechnlgy data centre. With this functinality a higher bandwidth netwrk circuit will be prvisined as a cmplementary service, which is nt charged separately.

9 Service Implementatin As part f the base service an InTechnlgy cnsultant will cme t the Custmer premises t install and cnfigure the Symantec Enterprise Vault and set-up all target Custmer servers fr the service. This activity will include demnstrating that the default archive plicies can be successfully applied t the tw defined target servers and data can be archived. Additinal cnsultancy is available fr further bespke implementatin cnsultancy such as cnfiguring additinal target servers and defining bespke plicies is available n a time and material basis. Acceptance Criteria The fllwing acceptance criteria will be demnstrated during the service delivery prcess and the Custmer s signed apprval will signify that the service as described in this service definitin is ready fr use: Create Managed Archiving Servicerganisatin unit (OU) in Custmers AD Create Managed Archiving Service accunt in Managed Archiving ServiceOU Create Managed Archiving ServicePST service accunt Enable 5 active users fr archiving Install and cnfirm archive client extensins (buttns) Run archive and cnfirm mail icns change Archived mail can be retrieved via Outlk Client Archived mail can be retrieved via Outlk Explrer Archived mail can be retrieved via Outlk Search Vault Archived mail can be retrieved via Outlk Web Access Archived mail can be retrieved via Outlk Explrer Archived mail can be retrieved via Internet Explrer Run lcatr, cllectr and migratr tasks Open user mailbx t check PST present Enable jurnal mailbx n Exchange Enable jurnal archive n ILM Check vault usage reprt fr activity

10 Managed Archiving Service Service Level Agreement This Service Level Agreement ( SLA ) details the agreed target levels f perfrmance fr the ffsite installatin f the Managed Archiving Service prvided by InTechnlgy t the Custmer, where the Symantec Enterprise Vault sftware is installed n InTechnlgy prvided and managed archive server(s) and attached t InTechnlgy prvide & managed as well as replicated strage. It: a) Details the level f services t be prvided by InTechnlgy fr the Managed Archiving Service in terms f availability and respnse time. b) Details the specific respnsibilities fr bth InTechnlgy and the Custmer t ensure that the Managed Archiving Service is prperly cmmissined. c) Defines the mechanism fr reviewing InTechnlgy's perfrmance in prviding the Managed Archiving Service. d) Defines what will happen in the event that a prblem ccurs. InTechnlgy Respnsibilities and Obligatins InTechnlgy will prvide an autmated mechanism whereby the Custmer will be able t archive data frm all designated servers as defined in the service definitin. The Managed Archiving Service dwntime will nt exceed the stated availability belw. Subject t the cnditins utlined in this SLA, InTechnlgy will undertake that the Managed Archiving Service delivered t the Custmer will functin as specified. Exclusin InTechnlgy is nt respnsible fr making apprpriate changes t the Custmer s envirnment such as rlling ut Windws and Exchange server and client service packs. Custmer Respnsibilities and Obligatins Althugh the Managed Archiving Service is a managed service and InTechnlgy will be respnsible fr the availability and supprt f the service cmpnents, the day-t-day peratin f the Managed Archiving Service will, in part, depend n certain key prcesses and related equipment which are whlly under the Custmer s cntrl. It is imprtant t nte that the Custmer is respnsible fr: Making any apprpriate changes t the existing server / desktp envirnment: The Managed Archiving Service will require the Custmer t rll ut the latest Windws service packs fr servers and clients prir t rlling the Managed Archiving Service t end user The Custmer is respnsible fr the prvisin f and changes t the access methds such as VPN r Citrix etc t enable the access and retrieval f archive data fr end users The Custmer will als be respnsible fr the prvisin, installatin, management and supprt f any internal netwrk cnnectivity at the Custmer s site required t deliver this service. Supprt Prcess The nminated Custmer representative will be respnsible fr prmptly reprting any prblems directly t the InTechnlgy custmer supprt team in accrdance with the escalatin prcedures utlined in the Custmer Service Plan sectin belw.

11 Reprts The Custmer will be respnsible fr reviewing and acting upn the reprts prvided by the Managed Archiving Service and fr reviewing the detailed lgs generated by the Service. Managed Archiving Service Availability Managed Archiving Service Availability Equivalent dwntime per mnth (24 x 7 x 365) 99% 7 hurs 26 minutes The SLA fr the archive server and / r archive stre availability will be 99.0% availability in any ne mnth. The Managed Archiving Service availability measures whether the archive server and / r archive stre in the InTechnlgy data centre is available fr backup and restre. The availability measurement will be the amunt f time in any ne mnth that the archive server and / r archive stre is available t archive and retrieve data t and frm the Custmer's assciated server(s). This means that if the archive server and archive stre exceeds a ttal cumulative dwntime f mre than 7 hurs and 26 minutes in any ne calendar mnth it will be cnsidered t be utside f the SLA. Dwntime will be measured frm when the fault is lgged by the Custmer and acknwledged by the InTechnlgy supprt desk t when the archive server and / r archive stre becmes available fr peratinal use. Each time the archive server and / r archive stre exceeds the cumulative maximum dwntime f 7 hurs and 18 minutes in any ne calendar mnth this will be cnsidered t be an 'instance' fr Service Credit purpses as defined in Service Credits sectin. Ttal Service Outage When a platfrm r system upgrade is planned that will result in a ttal system utage affecting all Custmers, InTechnlgy will endeavur t give 7 days prir ntice t allw Custmers time t limit any impact n their wn peratins. Exclusins: Dwntime due t InTechnlgy r ther netwrk prvider s netwrk utages (Service Cnnectin between the Custmer netwrk and the InTechnlgy Data centre(s)). Dwntime due t prblems n the Custmer s netwrk, either within the Custmer s site r between sites. Planned dwntime fr maintenance f equipment where adequate written ntice has been given t the Custmer. Prblems that have ccurred due t actins r failure t perfrm necessary actins by the Custmer.

12 Service Credits The fllwing service credits will apply based n the criteria detailed in the Managed Archiving Service availability sectin abve. In the event that the archive server and / r archive stre falls utside f the SLA, i.e. the dwntime n the archive server and / r archive stre exceeds a cumulative ttal f 7 hurs and 18 minutes (99.0% availability) in any ne mnth, then a service credit shall apply based upn a percentage f the maximum service credit per instance (i.e. where a specific archive server and / r archive stre falls utside f the SLA in any ne mnth) as calculated belw. The maximum service credit per instance = Ttal mnthly Managed Archiving Service charges. Ttal number f instances f archive server and / r archive stre falling utside f SLA in any ne mnth Percentage f maximum service credit paid per instance 1 5% 2 10% 3 20% 4 30% 5 40% 6 50% 7 60% 8 70% 9 80% 10 90% % (Maximum) Where any ne instance exceeds the SLA and the 100% (Maximum) archive server and / r archive stre is unavailable fr peratin (i.e. The Custmer is unable t perfrm a backup r restre) fr lnger than 24 hurs then the service credit fr that particular client instance will be: Imprtant: Regardless f the ttal number f instances the ttal service credit paid in any ne mnth will nt exceed the ttal mnthly service charges fr the mnth. Example f calculating a service credit: Ttal mnthly Managed Archiving Service Charge = 2,000 Tw Instances f the Managed Archiving Service perating utside the SLA: Ttal service credit fr the mnth = 2,000 x 10%= 200

13 Managed Archiving Service Charging Ntes Installatin Charges The fllwing table details the chargeable elements assciated with the installatin f the Managed Archiving Service. Please nte an increase in data vlumes, number f Exchange servers r number f sites may require sme r all f the cmpnents f the Managed Archiving Service t be upgraded at sme pint in the future, thereby incurring additinal charges. Installatin Design & implementatin cnsultancy Additinal archive server Details InTechnlgy will prvide the archive server with netwrk attached & gegraphically diverse strage replicatin strage between tw InTechnlgy data centre. As part f the service an InTechnlgy cnsultant will visit t the Custmer premises and install / cnfigure the archive server in the InTechnlgy data centre and a cnfigure all surce servers. Additinal archive server will imprve data thrughput frm multiple targets servers / sites Ntes n Charging Once the Managed Archiving Service has been made available fr use InTechnlgy will charge the Custmer fr the minimum number f licenses and minimum data strage vlume that have been included in the abve charging table. This will be the mnthly charging baseline, i.e. the minimum mnthly service charge. If the number f licenses and / r data strage vlume increases, the mnthly charges will increase n a pay-asyu basis. Fllwing an increase f data strage vlumes and / r the number f licenses, these can decrease during the cntract term, but InTechnlgy will always charge fr the initial baseline. The Mnthly License Charge is measured in peak number f licenses used per mnth. The Mnthly Archive Strage Charge is based n the actual peak vlume f data stred in the ffsite archive strage in each mnth (this includes the actual archive strage as well as the index database). InTechnlgy will charge fr the cmpressed data stred within the secure data centre and nt the transferred data vlume. InTechnlgy reserve the right t audit the usage f the archiving sftware & assciated licenses t ensure crrect charges are applied. Service Exclusins Rebuild f custmer hardware r perating system envirnment. Supprt fr perating systems ther than replicatin, backup & recvery and /r archiving issues related t the perating system. Supprt fr custmer s netwrk infrastructure. Supprt fr custmer s applicatin sftware.

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