Cloud Services for Microsoft

Transcription

1 Cloud Services for Microsoft Dimension Data 29 August 2014 Version 2.05

2 2014 Dimension Data. The material contained in this document, including all attachments, is the copyright of Dimension Data. Exchange, SharePoint and Lync are registered trademarks of Microsoft Corporation. Page 2 of 47

3 Contents 1. Cloud Services for Microsoft - General Overview Service Preconditions Accessing the Services Microsoft Licensing Client Take-on Service Elements Multi-Agencies and Affiliates Authentication Management Portal Service Reporting Service Security Data Redundancy and Retention Services Exclusions Service Levels Service Uptime Target Support Response Time Target Service Level Credits Service Upgrades Overview Upgrades Standard Transitions Non-Standard Transitions Dimension Data Responsibilities Transition Exclusions Old Versions Not Supported Maintenance Updates Scheduled Maintenance Cloud Services for Microsoft Exchange Overview Service Elements Page 3 of 47

4 5.3. Service Pre-requisites CSfM Exchange Exclusions Mail Filtering (Option) Mailbox Types Mailbox Management User Access Blackberry Enterprise Server (Option) Public Folders (Option) Application Integration Messaging Policies Data Restoration Authentication Integration With Other Mail Systems Journaling Message Records Management Personal Mailbox Archiving (Option) Unified Messaging Integration Self-Service Mailbox Data Import Satellite Offices (Option) Cloud Services for Microsoft SharePoint Overview Service Elements SharePoint User Types SQL Server Database Management Data Storage Data Redundancy and Retention Office Web Apps SQL Server Reporting Services (Option) Cloud Services for Microsoft Lync Overview Service Elements Service Pre-requisites CSfM Lync Exclusions Lync Enterprise Server Features Lync User Types Page 4 of 47

5 7.7. Federation Voice Functionality Integration with the Microsoft Experience Microsoft Lync Client Audio and Video Devices Definitions Page 5 of 47

6 1. Cloud Services for Microsoft - General 1.1. Overview The Services are based on the 2013 Microsoft Business Productivity applications. The three Services are: Cloud Services for Microsoft Exchange ( CSfM Exchange ) Cloud Services for Microsoft SharePoint ( CSfM SharePoint ) Cloud Services for Microsoft Lync ( CSfM Lync ) 1.2. Service Preconditions It is a precondition of using the Services that Client maintains for the duration of the Agreement sufficient Services to support not less than 500 Users for each CSfM Service in use by Client. For example, if Client us es CSfM Exchange, at least 500 Mailboxes must be maintained, if Client also uses CSfM SharePoint, sufficient CSfM SharePoint Services to support 500 Users must be maintained. It is a precondition that Client maintain, administer and, where applicable, renew any registration(s) for domain names and other domain names, SSL certificate(s), and DNS records required for Users to access the Services Accessing the Services By default, the Services are available via an SSL encrypted connection across the public Internet. Client is responsible for the availability of the Internet connection and the payment of any associated supply or installation costs Microsoft Licensing Client must obtain and maintain sufficient Microsoft licences for proper use of the Services and comply with all Microsoft licensing obligations. Client will state in the Order which Microsoft licensing regime it uses: (i) Licence Mobility; or (ii) Service Provider Licence Agreement Licence Mobility Licence Mobility allows a Client with Microsoft Software Assurance to deploy the Microsoft Applications on the Services. If Client uses Licence Mobility in connection with the Services then Client: (i) must authorise Dimension Data as its Microsoft Licence Mobility Partner; and (ii) will comply with, and will cause all Users to Page 6 of 47

7 comply with, any Licence Mobility terms, conditions and requirements that are made available by Microsoft. Client also acknowledges and agrees that: (i) although Dimension Data may provide information relating to Licence Mobility, Client is solely responsible for ensuring its and its Users compliance; and (ii) if, at any time, Client increases the number of MS Application licences utilised by Client to access a given MS Application through Licence Mobility, then in addition to any Fees otherwise payable to Dimension Data (for example, for the increase in the number of hosted instances of the MS Application), Client may incur additional charges from Microsoft, including for the purchase of additional licences Service Provider Licence Agreement If Client does not have a Microsoft Volume Licence and Microsoft Licence Mobility or does not wish to use existing Microsoft Applications licenses in connection with the Services, then for an additional Fee Dimension Data can licen ce the Microsoft Applications to Client under the Microsoft Services Provider Licen se Agreement (SPLA) programme Client Take-on Dimension Data and Client work together to prepare Client for using the Services during Client Take-on. Client Take-on varies from Client to Client but generally consists of the following steps: 1. Service Activation. The process of configuring the Services with any required Options or Client s preferences. 2. Migration. Moving Client s Users and data from legacy systems to the Services. Dimension Data has relevant expertise and can provide Client with professional services to support Migration, but Migration related work is NOT included in the Fees or as part of the Agreement. If Client requires Dimension Data to carry out Migration work, a separate arrangement must be made. 3. Testing. Dimension Data will perform a User acceptance test before making the Services available to Client. Client will then test and accept the Services. 4. Training. If required, Dimension Data will provide basic training in connection with the Services to Client s Administrators. User training is Client s responsibility. Dimension Data can provide User training on request and for additional Fees. Page 7 of 47

8 1.6. Service Elements Each of the Services is made up of service elements ( Service Elements ) which define the features of the Service: Core. Provide standard features and are built into the base price. Some Core Service Elements have features that can be turned on or off. The Usage Fees paid by Client permit Client to use all Core Service Elements. Options. Can be selected to meet Client s specific requirements. Options incur additional Fees Common Service Elements The following table lists the Service Elements common to all Services: Ref Service Element 1.7 Multi-Agencies and Affiliates 1.8 Authentication Standalone Identities ADSync Synchronised Identities Sign-on Assistant 1.9 Management Portal 1.10 Service Reporting 1.11 Service Security 1.12 Data Redundancy and Retention 1.7. Multi-Agencies and Affiliates The Multi-Agencies and Affiliates ( MAA ) feature allows Client to purchase the Services and run a single instance of the Microsoft Applications while at the same time logically dividing their Users into business units which are then able to manage and administer themselves as separate, autonomous entities. MAA supports up to three levels of hierarchy and 100,000 business units or agencies MAA Exclusions With MAA enabled, some features of the Microsoft Applications are not available: Page 8 of 47

9 MAA Exclusions for CSfM Exchange: The following Exchange features are not available in CSfM Exchange when MAA is enabled: Certificate-based authentication for Exchange ActiveSync. Exchange ToolTips. Catch-all Mailbox. Custom or hierarchical address lists. Application connectivity through MAPI/CDO API. Global Address List synchronization from multiple on-premises Active Directory forests. MAA Exclusions for CSfM SharePoint: The following SharePoint features are not available in CSfM SharePoint when MAA is enabled: Developer Dashboard. SharePoint Timer Jobs. Business Data Integration with Office clients. Business Connectivity Services Profile Page. Audit Opening and Downloading. Business Intelligence Center. Dashboards or Chart Web Parts. Data Connection Library. Decomposition Tree. Excel, PerformancePoint or PowerPoint Services. Advanced Content Processing. Tuneable Relevance with Multiple Rank Profiles. Business Intelligence Indexing Connector. SharePoint 2010 Search Connector Framework. Contextual, Windows 7, Enterprise Scale or Federated Search. Deep Refinement. Query Suggestions, "Did You Mean? or Related Queries Rich Web Indexing or Similar Results. Thumbnails and Previews. Visual Best Bets. Advanced Sorting or Web Analytics. Public Websites or Site Variations. Page 9 of 47

10 MAA Exclusions for CSfM Lync: The following Lync features are not available in CSfM Lync when MAA is enabled: Federation with Extensible Messaging and Presence Protocol Authentication The Services support two identity authentication methods: Standalone Identities ADSync Synchronised Identities Standalone Identities Standalone identities are User identities manually provisioned into the Services Active Directory ( AD ) instance. They are isolated from any other directory or identity system ADSync Synchronised Identities ADSync provides continuous, one-way synchronisation of User identities, including passwords, from Client s AD instance to the Services AD instance. ADSync has the following requirements: ADSync must have access to the Services via the HTTPS protocol. ADSync application must be installed on Client s AD domain controllers. User Account Control must be disabled on Client s AD domain controllers that will run the ADSync application. Client must be able to monitor and maintain the ADSync application on their AD domain controllers. Supported platforms are: (i) Windows Server 2008 R2; (ii) Windows Server 2008; and (iii) Windows Server 2003 (the domain functional level must be minimum Windows Server 2003). The ADSync synchronisation process does not update Client s AD records. Client remains responsible for maintaining addresses, usernames and passwords in Client s AD instance. Data passed between Client s Active Directory and the Services Active Directory is SSL encrypted Page 10 of 47

11 Sign-on Assistant Users have the option to download from the Management Portal an auto logon tool, called the Sign-on Assistant, which enables them to sign into Outlook automatically Management Portal The web based Management Portal is the major interface Client uses to: Administer the Services. Run client and mobile device configuration tools. Generate reports. For detailed information about the Management Portal, refer to the documentation located on the Cloud Community site Service Reporting Reports are available via the Management Portal and include: Usage, Performance and Service Level Reports Service Security Security is achieved at multiple levels by applying the Microsoft Security Management methodology Data Redundancy and Retention The Services are designed to write multiple copies of the same data ( Redundant Data ) to separate server and disk subsystems. This Redundant Data is retained for up to 60 days. Client may use this Service Element for short retention data backup purposes however, Client must satisfy itself of the suitability of this Service Element bearing in mind: (i) Redundant Data is retained for 60 days; (ii) a dedicated backup solution (e.g. Dimension Data s Cloud Backup service) may offer more suitable data backup and archiving functionality; and (iii) this Service Element is not suitable for disaster recovery purposes. Page 11 of 47

12 The Data Redundancy and Retention feature extends to configuration data required to recover the Services as follows: For CSfM Exchange: System state. For CSfM SharePoint: SQL Server databases. Metadata within the web servers. Farm configuration data. Files that maintain the indexes for SharePoint Enterprise Search (where implemented). For CSfM Lync: Persistent User data. Archiving. Monitoring call detail records and quality of experience data Services Exclusions Dimension Data is not responsible for and the Services do not include: Upgrades and management of desktop hardware and software that may affect a User s experience of the Services. Supply, management or User support of mobile devices used to access the Services. Continuity of supply or availability of any public internet connection used to access the Services. Page 12 of 47

13 2. Service Levels Two Service Levels apply to the Services: Service Uptime Target Support Response Time Target 2.1. Service Uptime Target For each CSfM Service in each Location, Dimension Data intends to provide 99.9% Availability. A CSfM Service is Available in a given Location if, in that Location, all the Common Components and the components for that Service identified below are responding to the Monitoring Tool: For CSfM Exchange: Send and receive . ActiveSync. Outlook Web Access. Ability to receive CSfM Lync voic s. Connector to McAfee s filtering/archiving service (applies only where Client uses the Mail Filtering Service Element). For CSfM SharePoint: SharePoint solutions (i.e., features available on SharePoint web pages) and workflows. Office Web Apps. SharePoint basic and extended search. Connector to SharePoint Designer. For CSfM Lync: Instant messaging. Audio and video conferencing. Lync presence indicator. Address book query and download Support Response Time Target For any Emergency Incident properly reported by Client to the GSC, Dimension Data support staff intend to contact Client regarding that Emergency Incident within Page 13 of 47

14 thirty (30) minutes from the time the Emergency Incident was initially reported to Dimension Data. This Service Level does not apply if Dimension Data reclassifies an Emergency Incident to an Other Incident Service Level Credits Calculation Where there has been a Service Level Failure in a particular Location during a particular calendar month, and where Client is entitled to a Service Level Credit for such Service Level Failure, the total Service Level Credit will equal the Service Level Credit Percentage corresponding to the Duration of such Service Level Failure, as set out in the applicable table in section 2.3.3, multiplied by either: For the Support Response Time Target Service Level, Client s total Fees paid during such month in such Location; or For the Service Uptime Target Service Level, Client s total Fees paid for the applicable CSfM Service during such month in such Location. If a single event or set of related events results in more than one Service Level Failure, Client will be entitled to no more than one (1) Service Level Credit for that event(s). Notwithstanding anything to the contrary in the Agreement, at no time will the total cumulative Service Level Credits payable for all Service Level Failures that occurred during a particular calendar month in a particular Location exceed twenty five percent (25%) of the total Fees paid during such month in such Location. Service Level Credits are Client s sole and exclusive remedy and Dimension Data s sole and exclusive liability in connection with Dimension Data s failure to meet Service Levels and no such failure will be deemed to be a breach of the Terms or Client s agreement with Dimension Data Downtime Does Not Include Excusing Events Downtime does not include any period of failure, delay, unavailability, service degradation, response delay or similar event or occurrence that is caused by or related to an Excusing Event. For purposes of this CSfM, Excusing Event (defined in the Terms) also includes: Scheduled Maintenance. Page 14 of 47

15 Client s failure to comply with any Microsoft licensing terms and conditions or to order an adequate number of applicable licenses from Microsoft or to pay any licensing fees owed to Microsoft and any suspension or termination by Microsoft of Client s access or license(s) to any MS Application(s) Service Level Credit Percentages Percentages for Service Uptime Target Service Level for all Locations (applies separately to each CSfM Service in each such Location): Total Duration of Downtime in month in Location Service Level Credit Percentage Less than 40 minutes 0% 41 minutes 60 minutes 2% 61 minutes 120 minutes 5% 121 minutes 240 minutes 10% 241 minutes 360 minutes 15% 361 minutes 480 minutes 20% 481 minutes or more 25% Percentages for Support Response Time Target Service Level: Total Duration of Response Delay in month in Location Service Level Credit Percentage Less than 30 minutes 0% minutes 2% 60 minutes or more 5% Measurement Service Level Credits are calculated on a calendar monthly basis and on a Location by Location basis and all Duration measurements are reset at the beginning of each calendar month (i.e., Durations do not roll over to subsequent months) Redemption The process for redeeming Service Level Credits is set out in the Terms. Page 15 of 47

16 3. Service Upgrades 3.1. Overview This section describes how Dimension Data supports Clients when Microsoft releases new versions of the Microsoft Applications Upgrades Upgrades are changes to the Microsoft Applications that result in a full version number difference, as opposed to a point version difference. For example: Exchange 2013 Exchange Lync 2013 Lync SharePoint 2013 SharePoint After an Upgrade is released by Microsoft, Dimension Data will notify Client when the corresponding new version of the Services will be made available. Client must give Dimension Data 90 days written notice of its intention to transition to the new version of the Services. During the 90 day notice period, Dimension Data will evaluate Client s Services to determine if the transition is standard ( Standard Transition ) or non-standard ( Non-Standard Transition ). Following the 90 day notice period, Dimension Data will provide Client with an instance of the new version of the Services (in addition to the existing Services instance) and commence the transition. Note: When releasing new product versions, Microsoft occasionally deprecates product functionality or makes significant changes to architecture. These changes may affect the ability to upgrade to later releases whilst preserving data integrity in the process. Dimension Data will advise Client if a particular Client transition cannot be supported and will work with Client to develop options Standard Transitions Standard Transitions are those where Client has not made significant modifications or variations to the Services. Essentially, Standard Transitions are where Dimension Data migrates Client s data only and Client will assume responsibility for any subsequent work required to return the new Services to their preferred level of functionality (ie, re-install custom applications, re-configure any User applications or devices, provide all User training). Page 16 of 47

17 It is intended that Standard Transitions will be performed in 90 days at no charge to Client. If, for whatever reason, a Standard Transition cannot be performed within 90 days, it will be considered a Non-Standard Transition and Client may be liable for Fees and additional charges as set out in section 3.4 Non-Standard Transitions Non-Standard Transitions Non-Standard Transitions are those where Client has made significant modifications or variations to the Services which require Dimension Data to assist Client with restoring prior functionality. Essentially, Non-Standard Transitions are those that require work to remediate issues associated with the items o r activities listed as excluded in section 3.6 Transition Exclusions. Work associated with Non-Standard Transitions is NOT included in the Fees or as part of the Agreement. If Client requires Dimension Data to carry out Non -Standard Transition work, a separate arrangement must be made. If a Non-Standard Transition takes longer that 90 days (with two Services instances operating concurrently), there may also be additional licence requirements and associated charges Dimension Data Responsibilities The following activities are performed by Dimension Data during transitions: Evaluate Client s Services for any transition requirements. Project management. Provide Solution Architects and Technical Consultants to plan and execute the transition. Provide first line support to Client during transition. Develop and execute User acceptance testing plans with Client Transition Exclusions The following activities are NOT included as work that Dimension Data performs for Client for free in connection with a Standard Transition: Transition Exclusions for all Services: Providing training to Client s Users. Page 17 of 47

18 Providing workarounds for any features which have been deprecated in the new version or requires other products to restore prior functionality. Updates or reconfigurations to any of Client s devices or endpoints. Upgrades of any Client installed or third party software components. Purchasing SSL Certificates required for transition to interim and upgraded infrastructure. Transition Exclusions for CSfM Exchange: Custom Outlook rules. PST file / Personal Archive migration. Migrating Client s address books. Any customization (transport rules, Outlook Web App ( OWA ) customization etc.) done on the previous version that cannot be supported by the new version. Transition Exclusions for CSfM SharePoint: Customised Master Pages / site branding. Customised code. External integration. Transition Exclusions for CSfM Lync: Any third party integration components, such as: Contact Centre or CRM systems. On-premise PBXs. Voice-gateways. Third party A/V bridges and endpoints. Updates to any Federated and business partner systems. Any on-premise Lync SBS/SBAs not part of CSfM Lync. Any customisations or features that have been deprecated in the newer version Old Versions Not Supported Dimension Data only supports the current and one previous version of the Microsoft Applications in the CSfM Services. Clients are not compelled to take new versions of the CSfM Services when Microsoft issues an Upgrade. However, after two Upgrades, Dimension Data will discontinue the oldest version of the CSfM Services i.e. Dimension Data will discontinue version n-2 of the CSfM Services, where n is the current version. Clients using a version of the CSfM Services that is to be discontinued will be given 120 days prior written notice. Page 18 of 47

19 4. Maintenance This section provides information about support and maintenance of the Services Updates Updates to the Services are performed based on importance as follows: Update Importance Schedule Urgent As soon as practicable, usually within 72 hours Important Recommended Optional Usually within week one of release. Case-by-case basis or during Scheduled Maintenance period Case-by-case basis or during Scheduled Maintenance period Table 1 - Updating Schedule Updates to the Services based on Microsoft Update type are performed as follows: Microsoft Update Type Security Updates Service Packs Schedule Depending on importance. See Table 1 Updating Schedule Within three months of release Table 2 Microsoft Update Types and Schedule 4.2. Scheduled Maintenance To maintain the Services and apply Updates, Dimension Data allocates four (4) hours per month for Scheduled Maintenance. Scheduled Maintenance is not intended to adversely affect Client s use of the Services and Dimension Data will give Client at least 10 working days notice of any Scheduled Maintenance. Page 19 of 47

20 5. Cloud Services for Microsoft Exchange 5.1. Overview CSfM Exchange provides Client with Microsoft Exchange s collaborative messaging environment so that Users can exchange s in a highly available, distributed environment as well as integrate with other solutions such as SharePoint and Lync. CSfM Exchange allows Client to run their own clients on Users desktops Service Elements The following table details the Service Elements for CSfM Exchange: Ref Service Elements CSfM Exchange 5.5 Mail Filtering Filtering Quarantine Reporting Intelligent Mail Routing External Continuity Compliance Message Archiving Option 5.6 Mailbox Types Core Resource Mailbox Standard Mailbox Standard Plus Mailbox Premium Mailbox Premium Plus Mailbox 5.7 Mailbox Management Empty Mailbox Size Limit Options User Mailbox Capacity Alerts Resource Scheduling High Volume Distribution Restriction 5.8 User Access Application Access Web Browser Access Mobile Device Access 100MB per Mailbox 2GB per Mailbox 5GB per Mailbox 10GB per Mailbox 25GB per Mailbox Core Core 5.9 Blackberry Enterprise Server Option 5.10 Public Folders Option Page 20 of 47

21 Ref Service Elements CSfM Exchange 5.11 Application Integration Core 5.12 Messaging Policies Core 5.13 Data Restoration Core Restore Deleted Item Restore Deleted Mailbox 5.14 Authentication Core Resource Forest model 5.15 Integration With Other Mail Systems Federation Federated Sharing Core 5.16 Journaling Core 5.17 Message Retention Core 5.18 Personal Mailbox Archiving Option 5.19 Unified Messaging Integration Core 5.20 Self-service Mailbox Data Import Core 5.21 Satellite Offices Option 5.3. Service Pre-requisites An Filtering Service If the Mail Filtering Service Element is not selected, Client must provide its own filtering service to filter s before they are received by CSfM Exchange. The following criteria must be met by Client s filtering service: Capable of interfacing with CSfM Exchange through the public Internet. Capable of blocking both inbound and outbound s containing spam, viruses, worms, fraudulent messages or malware. Provided by a reputable security vendor (e.g., Symantec, Mimecast, McAfee, Cisco, Trend Micro, or Websense) or approved by Dimension Data. Capable of supporting encryption of data while in transit or stored by the provider. Preferably provided from infrastructure in reasonable proximity to the location from which Dimension Data provides CSfM Exchange to Client. Does not require Dimension Data to co-locate with or install any devices together with the physical infrastructure that is part of CSfM Exchange. Page 21 of 47

22 5.4. CSfM Exchange Exclusions Dimension Data is not responsible for and CSfM Exchange does not include the following Exchange features: Public Folder applications. (e.g. Workflow). Smart Host. Outlook Voice access (unless Client is using CSfM Lync). The Exchange Control Panel Mail Filtering (Option) CSfM Exchange can use the McAfee protection and continuity service for filtering and continuity, providing Client with integrated and comprehensive inbound threat protection with outbound data loss prevention and encryption. The Mail Filtering Service Element provides: Filtering Quarantine Reporting Intelligent Mail Routing External Continuity Compliance Message Archiving (Option) Message Blocking Filtering The Filtering feature provides anti-virus, anti-spam, content filtering and advanced security. Signature-based anti-virus scans are performed and infected or malicious s are blocked or quarantined Quarantine Reporting A daily Quarantine Summary Report of all filtered s is available to Client on the Management Portal and contains detailed information on such subjects as: Inbound server connections. TLS traffic and enforcements. Virus and spam threats detected. Page 22 of 47

23 Spam policy actions. Click-through protection. Inbound attachments summary. Quarantine release summary. User activity Intelligent Routing The Intelligent Routing feature allows Client to route filtered destined for User addresses to CSfM Exchange or other distributed systems based on Client s preferences. The Intelligent Routing feature can: Accept for a single domain and route the to different environments, which can use different policies, if necessary. Create address uniformity for corporate branding purposes. Add new local domains to the existing public domain as Client s organisation expands its workforce or locations External Continuity In the event of an outage to CSfM Exchange, the External Continuity feature allows Client s Users and Administrators to compose, send, receive and manage external s via the Management Portal. When CSfM Exchange is restored, the feature intelligently synchronises and delivers an accurate record of up to 60 rolling days of outage period activity. Note: The External Continuity feature is not enabled by default. Client will need to advise Dimension Data they wish to use this feature prior to Service Activation or via a Service Request afterwards Compliance Message Archiving (Option) The Compliance Message Archiving Option allows Client to automatically and securely archive their inbound and outbound s to a centralised, secure location with retention terms of up to 10 years. Fees for the Compliance Message Archiving Option are charged per User with an additional Fee for any migration of historical s. Page 23 of 47

24 Compliance Message Archiving securely stores messages using 256 -bit encryption and dual commit capture to ensure s aren t deleted until accurate copies are made and verified. Integrated data security prevents tampering, reduces legal liabilities and helps ensure compliance with federal and industry regulations covering communications. The Compliance Message Archiving Option of the Mail Filtering Option is the default storage location for s from the Journaling feature Message Blocking The Message Blocking functionality enables Users to explicitly allow or block from a specific domain name or address using the Management Portal. When a domain name or address is added to the blocked senders list, the Mail Filtering service will move any incoming s from that source to the quarantine area. If the Mail Filtering service mistakenly marks an as a junk , Users can add the sender of that to the safe senders list. Users can also allow or block in their own accounts using the Management Portal Mailbox Types Client can select the most appropriate Mailbox type for each User and allocate data quotas to be applied. If additional storage is required, Client can select either the Personal Message Archiving or Advance Message Archiving Options, described in sections 5.18 and The Mailbox types available are: Resource Mailbox. 100MB Mailbox set aside for activities and resources, such as conference room accounts, facsimile accounts, etc and not for use as a User s primary Mailbox. Standard Mailbox. 2GB in size and caters for every day, low volume Users. Standard Plus Mailbox. 5GB in size and is designed for typical information workers with high levels of communications. Premium Mailbox. 10GB in size and usually restricted to a limited number of Users in each organisation. Premium Plus Mailbox. 25GB in size and usually restricted to a limited number of Users in each organisation. Page 24 of 47

25 5.7. Mailbox Management Empty Mailbox By default, Dimension Data will provide empty Mailboxes for Client to utilise the Management Portal to upload Outlook.pst files directly to CSfM Exchange. If requested, Dimension Data can assist with.pst file uploads via a Service Request. Additionally, Client can request Dimension Data assist with the importation or migration of historic s, calendar entries and contacts into CSfM Exchange as part of a migration service during Client Take-on Size Limits The default size limit is 20MB per , including attachments. s that exceed the size limit will be blocked and the User notified by a system generated Non-Delivery Report ( NDR ). size limits can be modified before Service Activation or via a Service Request afterwards Mailbox Capacity Alerts When a Mailbox reaches 90% of its Mailbox quota, the Mailbox owner receives an automated notification. When a Mailbox reaches 100% of the Mailbox quota, the Mailbox owner receives a second automated notification that CSfM Exchange will prohibit the Mailbox from sending further s. All incoming is rejected and a NDR notification is issued to the s sender. When a Mailbox reaches 125% of the Mailbox quota, the Mailbox owner receives a third automated notification that CSfM Exchange will prohibit the Mailbox from both sending and receiving further . All incoming is rejected and an NDR notification is issued to the s sender. To resume sending and receiving , the Mailbox User or owner must bring the Mailbox below the Mailbox quota. Mailbox capacity alert settings can be changed to suit Client s requirements as part of Client Take-on. Page 25 of 47

26 Resource Scheduling Client can create Resource Mailboxes to receive and respond to scheduling requests only. Resource Mailboxes are treated as standard Mailboxes with an assigned Mailbox type. Client s Administrator can be assigned as the Mailbox owner and can use the Resource Booking Attendant ( RBA ) via the Management Portal to automate scheduling of conference rooms and other resources. The Administrator can also choose not to use the RBA and instead designate Users to accept and decline booking requests High Volume Distribution Restriction A limit of 10 s per minute is placed on each User. If Client intends to exceed this limit, Client must raise a Service Request to obtain Dimension Data s consent. There may be an additional Fee for high volume distribution. Further information regarding this restriction can be found in Dimension Data s Acceptable Use Policy User Access Application Access CSfM Exchange supports application versions of n and n-1, where n is the current version number. Users can access CSfM Exchange using the following applications: Outlook Outlook Outlook 2011 for Mac. Apple Mac Mail (Mac OS 10.6 and above) Web Browser Access Users can access CSfM Exchange using a web browser to access the Outlook Web App ( OWA ). If a web browser is used that doesn't support the full feature set, OWA will open in the light version. For a list of the web browsers supported by OWA and the features available, refer to this Microsoft Technet site. Page 26 of 47

27 Mobile Device Access Users can access CSfM Exchange from mobile devices that support the ActiveSync protocol. It is Client s responsibility to procure, deploy, manage and support mobile devices and to manage relationships with its mobile carriers. Dimension Data does not provide mobile device support as part of CSfM Exchange. For a list of the mobile devices with ActiveSync supported by Exchange 2013, refer to this Microsoft Technet site Blackberry Enterprise Server (Option) Users can access CSfM Exchange from BlackBerry devices that support the Blackberry Enterprise Server ( BES ) or Blackberry Enterprise Server Express ( BESX ). Client is responsible for BES licenses and for arranging the BES / BESX installation with their mobile carrier. A minimum of 500 BES Users applies for this Option Public Folders (Option) Public folders are a type of Mailbox that allow Users to collect, organise and share information with other people in Client s organisation. Public folders are 50Gb Application Integration The Application Integration feature allows Client to access the Microsoft Exchange Web Services ( EWS ) Managed API, which provides an intuitive interface for developing applications that use Exchange Web Services. The EWS Managed API provides access to the resources of CSfM Exchange while using Outlookcompatible business logic Messaging Policies The Messaging Policies feature allows Client to apply messaging policies, for example in those situations where Client is required by regulatory requirements or company policies to limit the interaction between recipients and senders, both inside and outside the organisation. Page 27 of 47

28 Messaging policies are established during Service Activation or via a Service Request afterwards for an additional Fee Data Restoration Restore Deleted Item CSfM Exchange enables Users and Mailbox owners to restore deleted items using the appropriate Outlook client or Outlook Web App up to the period offered by the Data Redundancy and Retention feature Restore Deleted Mailbox If Client s Administrator deletes a User from Exchange and later determines a User s deleted Mailbox needs to be restored, the Administrator can submit a Service Request to Dimension Data to restore the Mailbox. Deleted Mailboxes can be recovered up to the period offered by the Data Redundancy and Retention feature Authentication In addition to the authentication methods available for the Services, authentication with CSfM Exchange can also be made via a method known as a Resource Forest model Resource Forest Model In the Resource Forest model, a separate forest in the cloud is used to manage the Exchange 2013 resources. Identities are provisioned into the CSfM A D instance from Client s AD instance in a disabled state, with no password, and are linked to Client s Active Directory User object. After the provisioning of Users into the CSfM AD instance, a one-way trust is established between the two Active Directories that enables Client s Users to authenticate to the CSfM AD instance utilising Client s AD credentials. Resource Forest model requirements: Client must have a Cloud Private Network Connection service providing the connection between the two AD instances. Page 28 of 47

29 ADSync must be installed on at least one of Client s AD domain controllers for each domain. All other ADSync requirements listed in section must be met Integration With Other Mail Systems Client can request CSfM Exchange be customised to operate concurrently with a wide range of other and messaging systems. CSfM Exchange supports the following integration methods: Federation Federated Sharing Federation Federation facilitates a hybrid or partial adoption model between multiple instances of Exchange and CSfM Exchange. There could be scenarios where Federation would be needed without hybrid / partial adoption ; for example, the sharing of free / busy information between disparate businesses which have separate Exchange instances Federated Sharing In those circumstances where a trust relationship cannot be established between Client s or an external organisation s Active Directory and CSfM Exchange, then the Microsoft Federation Gateway can be used as third party trust party to help with these collaboration efforts. The Microsoft Federation Gateway acts as the trust broker between Client s or an external organisation s Exchange servers with CSfM Exchange. With this trust in place, free/busy information can be shared between Client s existing Exchange environment and CSfM Exchange. The setup and configuration of Federated Sharing is logged as a Service Request if it has not been specified during Client Take-on. For more information on the requirements for Federated Sharing with Exchange 2013, visit this Microsoft Technet site. For more information on the Microsoft Federation Gateway, visit this Microsoft Technet site. Page 29 of 47

30 5.16. Journaling Journaling can help Client respond to legal, regulatory and organisational compliance requirements by recording inbound and outbound communications and storing them in a secure, remote location. The Journaling feature provides for the following options: Standard Journaling. The default journaling that is configured on a Mailbox database that enables the journaling agent to journal all s sent to and from that Mailbox. Premium Journaling. Enables the journaling agent to perform more granular journaling by using journal rules that can be configured to match Client's specific needs. Client must have an Exchange Enterprise CAL to use Premium Journaling. When the Journaling feature is enabled for Client, it is assumed they will also have purchased the Mail Filtering Option and be using the Compliance Message Archiving Option as the destination for the journaled s. If Client does not wish to use the Compliance Message Archiving Option, they must have available a suitable destination for the journaled s Message Records Management The Messaging Records Management (MRM) feature helps Client to reduce legal risks associated with and other communications. MRM makes it easier to keep s needed to comply with company policy, government regulations, or legal needs, and to remove content that has no legal or business value. CSfM Exchange supports all the built-in Exchange MRM policies. Client can make a Service Request that a MRM policy be applied to a specific User or group of Users Personal Mailbox Archiving (Option) If Client has the appropriate Enterprise CALs, the Personal Mailbox Archiving Option enables Users to reduce the size of their used Mailbox data quota by relocating s and files from CSfM Exchange to an Archive Mailbox. Archived is controlled by the User and retained for as long as Client continues to use CSfM Exchange, provided enough storage has been selected in the archive pool. Page 30 of 47

31 For Mailboxes that have the Personal Mailbox Archiving Option enabled, Client selects an Archive Mailbox size and the number of Users that require a Personal Mailbox Archive. Archive Mailbox sizes available are: 35 Gb Personal Mailbox Archive. 50 Gb Personal Mailbox Archive. Note. The Personal Message Archiving Option is only available to Users with a suitable Outlook application Unified Messaging Integration If Client has purchased CSfM Lync and is using Lync s Unified Messaging capabilities, the Unified Messaging Integration feature provides Users with the ability to have their voice messages put into their Mailbox for access using Outlook Voice Access from any telephone, mobile phone or computer. If Client has not purchased CSfM Lync, they must have available a suitable IP PBX or alternative Lync system. Client will also be required to purchase a Cloud Private Network Connection service between their IP PBX or Lync system and CSfM Exchange. Enabling Unified Messaging Integration with any external Lync system or IP PBXs will require additional work and additional Fees. For more detailed information on Unified Messaging Integration, refer to this Microsoft Technet article Self-Service Mailbox Data Import If Client has only a small number of User mailboxes to migrate to CSfM Exchange, e.g. less than 50 mailboxes, Client can upload.pst files via the Management Portal. Note. The importation of.pst files does not include recurring calendar entries, which must be recreated by Client Satellite Offices (Option) The Satellite Offices Option provides the ability to locate between 250 and 500 2GB Mailboxes at a separate Location. All of the features and options available to the central site Users are available to Satellite Office Users. Page 31 of 47

32 Client must order the minimum Mailboxes for CSfM Exchange with an additional minimum of 250 x 2GB Mailbox for the Satellite Office, regardless of how many Mailboxes are actually used. Page 32 of 47

33 6. Cloud Services for Microsoft SharePoint 6.1. Overview CSfM SharePoint provides Client with a managed collaboration platform based on Microsoft SharePoint CSfM SharePoint allows Client to run their own web browsers on the Users desktops and customise their SharePoint environment to deliver an intranet and, optionally, extranet or internet functionality to meet specific requirements Service Elements The following table details the Service Elements for CSfM SharePoint: Ref Service Elements CSfM SharePoint 6.3 SharePoint User Types Intranet Users Extranet Users Internet Users Core 6.4 SQL Server Database Management Core 6.5 Data Storage Storage Increases (1TB increments) 6.6 Data Redundancy and Retention Local Protection Deleted Item Recovery Core Core 6.7 Office Web Apps Core 6.8 SQL Server Reporting Services Option Table 3 CSfM SharePoint Elements 6.3. SharePoint User Types CSfM SharePoint supports the three types of Users available in SharePoint: Intranet Users. Named internal users who are Client s or its affiliates employees or on-site agents and contractors. Extranet Users. Named internal users and external users who are not Client s or its affiliates employees or on-site agents or contractors. Internet Users. Anonymous external users who are not Client s or its affiliates employees or on-site agents or contractors. In effect the general public. Page 33 of 47

34 Note. CSfM SharePoint performance may be affected by large numbers of concurrent anonymous users accessing the Service. Client should ensure that it acquires sufficient licenses to support the number of people accessing CSfM SharePoint SQL Server Database Management As part of CSfM SharePoint, Dimension Data will manage Client s dedicated SQL Server database and perform database maintenance on a regular basis. As part of this service, SQL Server database storage usage (consumption) will be monitored and reported to Client, in order for Client to make decisions and take appropriate action Data Storage The initial size for the CSfM SharePoint content databases is determined during Client Take-on. It must be greater than 1TB Storage Capacity Increases CSfM SharePoint can have incremental data storage capacity increases in increments of 1TB. Dimension Data works with Client to review their data storage requirements and provide guidance to help identify the most appropriate times or needs for capacity increases. Note: Remote Binary Large Object Block Storage (RBS) or cloud providers of RBS are not supported by CSfM SharePoint Data Redundancy and Retention Deleted Item Recovery By default, CSfM SharePoint supports SharePoint s Deleted Item Recovery feature. Deleted items are retained, by default, for 30 days in a first-stage SharePoint Recycle Bin at a site level where Users with SharePoint Contribute, Design or Full Control permission can recover deleted items. After 30 days, items are sent to a second-stage SharePoint Recycle Bin and the items can only be recovered by a SharePoint Site Collection Administrator or via a Service Request. After 60 days the items are no longer recoverable. Page 34 of 47

35 6.7. Office Web Apps Office Web Apps allows Users with Office Pro Plus 2013 licensing to view and edit Office documents stored on a SharePoint site using an online version of Word, Excel, PowerPoint or OneNote via most notable web browsers SQL Server Reporting Services (Option) If purchased by Client, the SQL Server Reporting Services (SSRS) Option provides a server-based reporting platform that provides a range of ready-to-use tools and services to help Client create, deploy and manage reports. To facilitate SSRS, Dimension Data will configure a number of SSRS servers, dependent on the number of Users Client has licenced for using CSfM SharePoint. The following table outlines the quantity and specifications for the SRSS servers required to report on a given number of Users: Users SRSS Servers Server vcpu / RAM / HDD 500 5, vCPU / 4GB / 80GB 5,000 50, vCPU / 4GB / 80GB 50, , vCPU / 8GB / 80GB 100, vCPU / 12GB / 80GB Page 35 of 47

36 7. Cloud Services for Microsoft Lync 7.1. Overview CSfM Lync provides Client with Microsoft Lync Server s Unified Communications and Collaboration environment that encompasses presence, Instant Messaging ( IM ), presence, audio and video calls, ad hoc and scheduled online meeting/conferencing capabilities. CSfM Lync provides Client with Lync in a highly available, distributed environment as well as integration with SharePoint and Exchange to meet specific requirements Service Elements The following table details the Service Elements specific to CSfM Lync: Ref Service Element CSfM Lync 7.5 Lync Enterprise Server Features Skill Search IM Archiving IM Traffic Encryption 7.6 Lync User Types Standard User Conferencing User Voice User 7.7 Federation Lync Business Partner Federation Extensible Messaging and Presence Protocol 7.8 Voice Functionality Call via Work (Lync Mobility) Schedule and host conference via Dial-in Access Numbers Lync Call Control Dial Plan Management Third Party Conference Bridge Provider Integration Advanced Third Party A/V Conferencing Systems Integration 7.9 Integration with the Microsoft Experience Office Integration Exchange OWA and IM Integration Unified Messaging Integration Unified Contact Store Option Option Core Core Core Core Core Page 36 of 47

37 Ref Service Element CSfM Lync 7.10 Microsoft Lync Client Core Lync Mobile Client Lync Client Policy Management 7.11 Audio and Video Devices Core 7.3. Service Pre-requisites Client Access Licenses The features of CSfM Lync available to Client are based the CALs being used. The following CALs are required for the various Lync User Types: Lync User Type Standard User Conferencing User Voice User Client Access Licenses Standard CAL Enterprise CAL Enterprise CAL + Plus CAL For detailed information on the different features of Lync available to the different CALs, refer to this Microsoft Lync 2013 Licensing Guide CSfM Lync Exclusions CSfM Lync excludes the following Lync specific items and activities: Lync Control Panel and PowerShell Management Excluded Lync Enterprise Voice Features CSfM Lync excludes the following Lync Enterprise Voice features: Response groups. E9-1-1 capabilities. Third party Session Initiation Protocol ( SIP ) usage and chargeback reporting. Page 37 of 47

38 7.5. Lync Enterprise Server Features CSfM Lync supports all of the features of the Lync Enterprise Server for both Lync User Types, except as per the following table: User Type Lync Feature Standard Conference Ad Hoc and Schedule Audio or Video Conferencing No Yes Server-Side Recording and Playback No No Schedule or Delegate Lync Meetings in Outlook No Yes Schedule Lync Meetings with Web Scheduler No Yes Schedule Online Meetings in Outlook Web App No Yes Create public meetings with static meeting IDs from Outlook No Yes Lync Administration Center No No Skill Search (Option) If Client has purchased CSfM SharePoint, CSfM Lync can be configured to allow Users to search for people across an organisation by skillset. This feature is dependent upon SharePoint User profile, server search and MySites being enabled IM Archiving (Option) If Client has purchased CSfM Exchange, CSfM Lync can be configured to archive User s peer-to-peer and multi-party IM conversations to their Exchange Mailbox. The service can also archive content uploaded in web conferences, event-related documents and records of participants joining and leaving meetings IM Traffic Encryption All IM traffic is encrypted using Secure Sockets Layer (SSL) encryption protocols. SSL certificates are created on Client-by-Client basis Lync User Types CSfM Lync provides the most common features of Lync and allocates them to three User types: Standard User Page 38 of 47

39 Conferencing User Voice User Standard User A User with all the Lync features associated with the Lync Standard CAL. Able to use Lync for Instant Messaging and Presence notification purposes. Standard Users can communicate with one another using compatible Microsoft Lync clients Conferencing User A User with all the Lync features associated with the Lync Enterprise CAL. Can communicate on their respective personal computers via voice communication and conferencing. Conferencing Users can communicate wit h one another using compatible Microsoft Lync clients Voice User A Conferencing User that also has the Lync Plus CAL and utilises Lync s Voice features to make and receive voice calls or attend conferences using the Public Switch Telephone Network ( PSTN ) to standard landline and mobile telephones. The following table lists the Lync Voice features available to either Conferencing or Voice Users: Feature Enterprise CALs required Plus Dial-in conferencing via PSTN (requires an Audio Conferencing Provider) Dial-out to or receive voice calls from a PSTN (requires a SIP trunking connection) X Lync Call Control X Client is responsible for the procurement, maintenance and support of all onpremise voice equipment / devices and must ensure they are compatible with CSfM Lync. Client is responsible for implementing Quality of Service (QoS) for voice communications within their networks. Page 39 of 47

40 7.7. Federation Federation enables Client s Lync Users to connect with users from other organisations or users accessing Public Instant Messaging services to allow the sharing of some Instant Messaging, presence and audio / video communications. Client and each federated partner organisation must add Lync Federation records to their public DNS zone. Client and partner organisations are solely responsible for setting up the correct DNS records in their zone. Partner organisations to be federated must also enable Federation within their own Lync environment and communication between Lync Users in the federated domains is limited to Lync features supported by both organisations. Federated connections have the following limitations: File transfer is not available with federated connections. Federated connections are not offered with Service Level targets. Note. Although all federated communications are encrypted, Dimension Data does not control encryption after messages are passed to the federated partner s network, therefore end-to-end encryption cannot be guaranteed for federated communications. CSfM Lync supports the following Federation types: Lync Business Partner Federation Extensible Messaging and Presence Protocol Lync Business Partner Federation If requested by Client, Dimension Data can enable Lync Federation with other Lync servers to share Instant Messaging, basic presence, audio/video and conferencing Extensible Messaging and Presence Protocol If requested by Client, Dimension Data can enable Lync Federation with Extensible Messaging and Presence Protocol (XMPP) networks to share Instant Messaging. Page 40 of 47

41 7.8. Voice Functionality Call via Work (Lync Mobility) The Call via Work feature enables Users with compatible mobile devices to place an outbound call using the Lync mobile client, signalling CSfM Lync to establish the call on their behalf using a work number so that Users can maintain their work identity during a call and avoid incurring outbound calling charges Schedule and Host Conference via Dial-in Access Numbers CSfM Lync provides a Dial-in Access Number feature which enables non-lync or non-pc Users to join conference calls by dialling a conference access number. The availability of local dial-in conferencing numbers is dependent on Client s network and availability of branch-based SIP / PSTN gateways. If Client does not have branch-based SIP / PSTN connectivity or requires Users to dial in from other locations, a third party Audio Conferencing Provider is required Lync Call Control The following table lists the Lync Call Control features support by Lync clients within the limits of any telephony connectivity Service Elements selected by Client: Feature Lync Client (desktop) Lync Mobile Client Click to call Answer a call Park and retrieve X Hold and resume a call Transfer a call X Manage call forwarding Manage simultaneous ringing The above Lync Call Control features are available for: Peer-to-peer calls whether or not Users are Voice Users. PSTN calling when Client has an optional Lync Call Control compatible SIP trunking service and then only for Voice Users. Page 41 of 47

42 CSfM Lync is not intended as a completely functional IP Telephony system or to replace an existing PBX/IP-PBX service and has the following limitations: Team Call. Users on a team are not able to answer calls for other members of the team. Delegation. Users cannot specify other Users to make or receive calls on their behalf. Report Malicious Calls. Users cannot select an option to report a call as malicious after hanging up Dial Plan Management Enabling Lync Voice features requires the creation of dial plans and dial-in conferencing access numbers. Dial plans are normalisation rules that specify the number and pattern of digits in a phone number and translate the phone number into the standard E.164 format for call routing. Dial-in conferencing access numbers are used by participants to join a conference. The creation of dial plans and dial-in conferencing access numbers can be initially done by Dimension Data during Service Activation or via a Service Request afterwards. Thereafter, the customisation of dial plans and dial-in conference numbers can be done from the Management Portal by Client s Administrator Third Party Conference Bridge Provider Integration The Third Party Conference Bridge Provider Integration feature, which can be provisioned via a Service Request, provides integration between CSfM Lync and a third party Conference Bridge Provider. Only the required configuration of the Services can be done via the Service Request. Additional hardware requirements and configuration settings are the responsibility of the third party Conference Bridge Provider Advanced Third Party A/V Conferencing Systems Integration The Advanced Third Party A/V Conferencing Systems Integration feature, which can be provisioned via a Service Request, provides integration between CSfM Lync and any third party Audio / Video (A/V) conferencing systems. Page 42 of 47

43 Only A/V conferencing components compatible with Microsoft Lync 2013 can be supported. It is advised that A/V conferencing components that allow native registration with Lync are used, as these components can be configured to register directly with CSfM Lync Integration with the Microsoft Experience Office Integration The Office Integration feature allow Users with Office 2010 or higher to initiate an audio or video call, commence a desktop sharing session, schedule a conference or send instant messages via the Lync client while viewing the presence of the person with whom they want to communicate Exchange OWA and IM Integration If Client has purchased CSfM Exchange, the Exchange OWA and IM Integration feature enables basic Instant Messaging related features within Exchange s OWA Unified Messaging Integration If Client has purchased CSfM Exchange, the Unified Messaging Integration feature provides Users with the ability to have their voice messages put into their Mailbox for access using Outlook Voice Access from any telephone, mobile phone or computer. If Client has not purchased CSfM Exchange, enabling Unified Messaging Integration with any external Exchange system will require additional work and additional Fees. Client will also be required to purchase a Cloud Private Network Connection service between their Exchange system and CSfM Lync Unified Contact Store If Client has purchased CSfM Exchange, the Unified Contact Store feature provides Users with the ability to have the same contacts and favourites across both Lync and Outlook client applications. The Unified Contact Store feature is dependent on the following: The Lync User must be homed on CSfM Lync. The User s Mailbox must be homed on CSfM Exchange. Page 43 of 47

44 The User must log on with a Lync 2013 client at least once Microsoft Lync Client CSfM Lync supports client versions of n and n-1, where n is the current version number. Users can access CSfM Lync using the following clients : Lync 2010 or later. Lync 2011 for Mac or later. Lync 2013 Mobile clients. Lync 2010 Attendant Console (Lync Plus CAL holders only). For the most recent list of Lync clients and the features of Lync 2013 they support, refer to this Microsoft Technet article Lync Mobile Client This CSfM Lync supports all the features of mobile devices with Lync 2013 mobile client installed. For a complete list of the Lync 2013 mobile clients, refer to the Mobile Client Comparison Tables provided by Microsoft Lync Client Policy Management Lync clients can be controlled by applying a range of Lync Client Policies that determine the features, usage and functionality availab le. Depending on the Lync Client Policy type, CSfM Lync supports alteration either via the Management Portal or via a Service Request. Due to the nature of CSfM Lync, the following Lync Client Policies are excluded from modification: Hosted voic policy. External access policy. Location policy. For more information on the Lync Client Policies that can be applied to Lync clients, refer to this Microsoft Technet article. Page 44 of 47

45 7.11. Audio and Video Devices CSfM Lync supports a range of audio and video devices approved by both Microsoft and the audio or video device vendor for use with Lync For more information on the audio and video devices supported for use with Lync 2013, refer to this Microsoft Technet Article. Page 45 of 47

46 8. Definitions In addition to the definitions set out in the Terms, in this : Availability has the meaning given in section 2.1. Client Materials means any hardware (including peripheral devices and mobile devices), computers, servers, physical media, networks, software (including Clien t Applications), communications links, domain names, SSL certificates, MX records and any other equipment, materials, systems and information in Client s or any User s possession, ownership or control, in each case that are used in connection with receiving the Services. Common Components means, collectively, the following features that are shared across CSfM Exchange, CSfM SharePoint and CSfM Lync for a given Location: Management Portal access. The Service s instance of Microsoft Active Directory. The ability to provision and administer Users through the Management Portal. Downtime means, with respect to the Service Uptime Target Service Level for a particular CSfM Service in a particular Location, the period of time during which such CSfM Service is not Available. Duration means, during a particular calendar month, the total duration in minutes of the Downtime or Response Delay (as applicable) in such calendar month, as calculated in accordance with section Licence Mobility means a Microsoft licensing offering under which Microsoft licensees may utilise their MS Application licenses to access and use instances of MS Applications that are hosted by a Microsoft-authorised service provider. Microsoft Applications means the software products Exchange Server, Lync Server and SharePoint that are developed by Microsoft Corporation. Monitoring Tool means the software tool implemented by Dimension Data to determine the Availability of the Services and is the official source for determining whether a Service Level Failure has occurred and for measuring all Service Level Failures against Service Levels. Response Delay means, for each Emergency Incident, the number of minutes by which the Response Time for such Emergency Incident exceeds thirty (30) minutes. Response Time means the number of minutes that elapse between the time Client properly reports an Emergency Incident via the GSC and the time Dimension Data support staff contact Client regarding such Emergency Incident. Page 46 of 47

47 Service Level Failure means, for a particular Service Level in a particular Location during a particular calendar month, a failure by Dimension Data to meet such Service Level, excluding any failure comprising or caused by an Excusing Event. Service Level Credit Percentage means, for a Service Level Failure for a particular CSfM Service, the corresponding percentage set out in the Service Level Credit Percentage column of the applicable table in section Scheduled Maintenance has the meaning given in section 4.2. Page 47 of 47