G-Cloud Service Description. Atos Enterprise Collaboration SaaS. Anytime Collaboration and Communication Cloud. for: G-Cloud 3

Transcription

1 G-Cloud Service Description Atos Enterprise Collaboration SaaS Anytime Collaboration and Communication Cloud for: G-Cloud 3

2 Atos, the Atos logo, Atos Consulting, Atos Worldline, Atos Sphere, Atos Cloud, Atos Healthcare (in the UK) and Atos WorldGrid are registered trademarks of Atos SA. June Atos Page ii

3 Contents 1 Introduction Management Overview Service Variants Related Documents 2 2 Service contents (Modules / Building Blocks) A3C Messaging Benefits Service Details Overview Mailbox Size Message Transport Limit Recipient Limit Deleted Item Retention Deleted Mailbox Retention Client Access /Inbox Delegate Access Catch-all Mailbox Contacts/directory Unified Messaging/Fax Archiving Transport Rule Configuration Disclaimer Support Administration Exchange Control Panel Application Connectivity Multiple Language Support Antivirus Support Blocked File Types Secure Messaging and Encryption Service Continuity Management Usage and Performance Metrics Usage Metrics Optional Service Features Message Journaling Litigation Hold Two-Factor Authentication for Outlook Web App Mailbox Data Migration BlackBerry Device Connectivity Hosted Voic Service Plan Feature Capabilities A3C Collaboration Benefits Service Details Key features and Specification Storage Site Storage Quotas Site Collections Microsoft Office and A3C 31 Page iii

4 Browser Support Mobile Device Support Deleted Item Recovery Data Protection Service Continuity Management Malware Protection Blocked File Types Site Language Selection User Interface The A3C Collaboration Services Capabilities Communities Composites Content Insights Search Sites Custom Development and Extensibility Customization and Development Strategies A3C Collaboration Service Administration Blocked File Name Extensions A3C Collaboration Service Feature Overview Communities Composites Content Insights Search Sites A3C Communication Benefits Service Details Clients Instant Messaging Presence PC-to-PC Audio and Video Communications File Transfer Data Access IM Archiving (Optional) Remote Access Address Book and Distribution Lists Contact List and Contact Card Configuration Interoperability IM Security User Account Provisioning Lync Meetings A3C and Enterprise Voice Design Overview IP Addressing Domains Multiple SIP Domains Service Continuity Management Network and Bandwidth requirements Service Plan Feature Capabilities Lync 2010 System Requirements 66 3 IT Service Management Conditions 68 Page iv

5 4 Service and Support Levels Service Availability Support Availability Additional Service Levels / KPIs 72 5 Reporting 73 6 Standard Service Requests / Transactions 74 7 Abbreviations and definitions 76 Page v

6 1 Introduction This document describes the Anytime Collaboration and Communication Cloud (A3C) Service. It provides a detailed description of the service items and the service levels that apply. 1.1 Management Overview Anytime Collaboration and Communication Cloud (A3C) is an enterprise class suite of messaging, real-time communication and collaboration services delivered from Atos data centers based on Microsoft technologies. A3C is targeted at customers that want to take advantage of the benefits of the cloud computing model, but have functional or compliance requirements that prevent them from moving to public cloud offerings such as Microsoft's Office 365. Atos operates robust data centers around the world. Each data center houses a network of highly reliable equipment that deliver 99.9 % uptime. Organizations that choose A3C get the cost benefits of sharing the infrastructure layer while having a dedicated application layer provides the flexibility, isolation and security of a fully dedicated environment. A3C can be delivered in two ways: From an Atos A3C regional hub o Aimed at organizations who want to host data within region, by a European provider or find Office 365 too restrictive o Based on IaaS platform in Regional Hub o Optimized delivery from near shore locations From an Atos A3C satellite o Aimed at public sector and financials or other organizations who s data cannot leave the country o Based on IaaS platform in country o Support from within own country A3C provides synchronization capabilities that enable on-premises customer directory information to be replicated continuously with the A3C customer directory in the Atos data centers. As a result, users have seamless access to A3C services from a wide range of devices, whether they are inside their corporate network or accessing service from the Internet. 1.2 Service Variants The A3C service will be delivered in 5 variants called Service Plans. The figure shown below lists the A3C Service Plans and describes their key features. Customers can select the plan that best suits their end-users needs. Page 1

7 A3C-M Basic A3C-CC Basic A3C-M Standard A3C-CC Standard A3C-L Standard 1 GB Mailbox Web Based (OWA) Only 1 GB Mailbox Web Based (OWA) Includes Presence and IM (Lync) 1GB mailbox (Can be extended in 5 GB increments) Supports most popular clients including mobile clients 1GB mailbox (Can be extended in 5 GB increments) Supports most popular clients including mobile clients Supports most popular Lync clients Lync Only Only Includes full Lync and SharePoint functionality 1.3 Related Documents The following standard documents also apply to this document and are available on request: MSD-GPM-0001 Atos Managed Services Standard Service Terminology. This document describes all service-related definitions. MSD-GPM-0002 Atos Managed Services Standard Service Conditions. This document describes all applicable service-related conditions and responsibilities. MSD-GPM-0003 Atos Managed Services Standard Service Levels. This document describes all generic service levels. Page 2

8 2 Service contents (Modules / Building Blocks) The A3C service consists of three building blocks A Messaging service based on Microsoft Exchange A Collaboration service based on Microsoft SharePoint A Real-time Communication Service based on Microsoft Lync Service plans, as described earlier in this document consist of one or all of these building blocks. The functionality offered by all three building blocks are described in detail in this section. 2.1 A3C Messaging The A3C Messaging service is a hosted enterprise messaging solution managed by Atos. It provides a reliable, security-enhanced messaging environment with the flexibility to meet changing business needs. A3C Messaging provides the core business capabilities of the latest version of Exchange Server from an Atos shared private cloud environment. A3C Messaging gives users single sign-on access to , calendar, and contacts from virtually anywhere, at any time. This paragraph provides a comprehensive description of the A3C messaging features that are available with relevant A3C plans. The contents of this paragraph applies to the following Service Plans: A3C-M Basic A3C-M Standard A3C-CC Basic A3C-CC Standard Benefits Organizations can gain the following major benefits from using the A3C Messaging Service: Reduce costs: The A3C Messaging Service allows organizations to focus IT resources on developing value instead of running IT infrastructure themselves while Atos manages the risks and complexity of the operational systems. Get timely platform upgrades: The A3C Messaging service includes upgrades to new release versions at no additional charge. This shifts the burden away from the customer, allowing Atos to Page 3

9 focus on upgrades and ensures that customers are using the latest software versions. Within standard release cycles, Atos will evaluate new features that become available for A3C customers. Stay secure and compliant: Unlike most public cloud services, A3C allows customers to have their data stored in their own region or country, making sure that the service complies with local legislation and compliancy requirements. Unlike many other cloud providers Atos will back up all data to a secondary medium (A3C does not rely on Exchange native backup only) Flexibility: Because A3C is a shared private cloud solution the solution offers more flexibility with regard to different SLA requirements, integration with existing application or functional requirements while still offering advantages that come with cloud services such as pay per use and the ability to scale up or down within certain agreed upon baondaries Service Details This section describes the features of the A3C Messaging Services. Where applicable, customer options are noted, along with feature limits and the responsibilities of Atos and its customers. For a consolidated list of the A3C Messaging Service specifications, see the Service Plan Feature Capabilities table in paragraph Overview An A3C customer can assign Service Plans to users in its organization. Each Service Plan (except for the A3C-L Standard Service Plan) includes functionality. Folders and messages in these mailboxes reside on a servers running Exchange Server in Atos data centers. The Basic Service Plans are designed for employees who require fewer messaging features and generally spend less than 15% of their work days behind a computer screen. Messaging Features A3C-M Basic A3C-CC Basic A3C-M Standard A3C-CC Standard Mailbox size 1 GB 1 GB 1 GB (can be extended in 5 GB increments) 1 GB (can be extended in 5 GB increments) Access methods HTTPS (Outlook Web App with some settings disabled 1 ), POP3 HTTPS (Outlook Web App with some settings disabled 2 ), POP3 MAPI (over HTTPS), HTTPS (Outlook Web App), Exchange ActiveSync, POP3, IMAP4 MAPI (over HTTPS), HTTPS (Outlook Web App), Exchange ActiveSync, POP3, IMAP4 Device t supported t supported Exchange Exchange Page 4

10 connectivity support ActiveSync BlackBerry Enterprise Server (optional) ActiveSync Service levels 99.9% % % % 3 Service continuity from full data center failure 1 hour or less recovery time objective (RTO), 10 minutes or less recovery point objective (RPO) 1 hour or less recovery time objective (RTO), 10 minutes or less recovery point objective (RPO) 1 hour or less recovery time objective (RTO), 10 minutes or less recovery point objective (RPO) BlackBerry Enterprise Server (optional) 1 hour or less recovery time objective (RTO), 10 minutes or less recovery point objective (RPO) 1 Inbox rules, instant messaging (IM) integration, short message service (SMS) integration, and access to other mailboxes are disabled 2 Inbox rules, short message service (SMS) integration, and access to other mailboxes are disabled 3 Excluding Maintenance Windows Mailbox Size The default mailbox size with all A3C Service Plans is 1 GB. Mailboxes within Standard Service Plans can be increased with increments of 5 GB. A3C provides three different notifications to users when their mailbox has reached a certain size limit: Warning. The user receives an warning when the mailbox is approaching the maximum size limit Prohibit Send. The user receives an prohibit-send notification when the mailbox size limit is reached. The user cannot send new messages until enough is deleted that the mailbox is below the prohibit send limit again Prohibit Send/Receive. A3C rejects any incoming and outgoing mail when the prohibit send/receive limit is reached, and sends a non-delivery report (NDR) to the sender. The sender has the option to try resending the mail later. To receive messages again, the user must delete until the mailbox is below the size limit The table below shows the A3C mailbox sizes, and the levels at which notifications and restrictions take effect: Mailbox Size Warning Prohibit Send Prohibit Send/Receive 1 GB 950 MB 1 GB 1.1 GB 1 GB + 5 GB 5.7 GB 6 GB 6.1 GB 1 GB + 10 GB GB 11 GB 11.1 GB 1 GB + 15 GB 15.2 GB 16 GB 16.1 GB 1 GB + 20 GB GB 21 GB 21.1 GB 1 GB + 25 GB 24.7 GB 26 GB 26.1 GB Message Transport Limit Page 5

11 Message transport size limits are necessary to avoid having large messages block delivery of other messages and affecting service performance for all users. These limits are applied organizational-wide and cannot be configured on per user basis. sent from the A3C environment to recipients inside or outside the customer s intranet can have a total message size of up to 50 MB (including attachments) Recipient Limit To discourage users from sending unsolicited bulk messages, A3C has restrictions that prevent users and applications from sending large volumes of . An message can be addressed to a maximum of 500 recipients. These limits apply to s sent within an organization as well as to messages delivered to external organizations Deleted Item Retention A3C provides deleted item retention, which allows users to restore deleted items from any folder including the Deleted Items folder. Users can perform this recovery themselves using Outlook Web App or Outlook. Utilizing the Deleted Item Retention feature eliminates the need for a mailbox restore. The deleted item retention period is 30 days and is not configurable by the customer Deleted Mailbox Retention A3C retains mailboxes for a period of time after they have been deleted. Deleted mailboxes can be recovered by placing a service request with A3C Support or, under certain circumstances, automatically through the directory synchronization process. Changes to the default mailbox retention period can be requested through the A3C change request process. The default deleted mailbox retention period is 30 days. After that time, deleted mailboxes cannot be recovered Client Access The following user access options are supported by the A3C-MStandard and A3C-CC Standard Service Plans: Microsoft Outlook 2010 Microsoft Outlook 2007 with the latest service pack Microsoft Outlook Web App Page 6

12 Exchange ActiveSync devices (including Windows Phone and Windows Mobile devices, kia E and N series devices, Palm devices, Apple iphone and ipad, and certain Android phones) BlackBerry devices (optional) Microsoft Outlook for Mac 2011 Microsoft Entourage 2008 for Mac, Web Services Edition POP3 and IMAP4 protocols SMTP submission and relay Applications developed with Exchange Web Services The following sections describe the advantages and limitations of each access method Outlook Outlook provides the richest experience when using A3C Messaging services. Using Outlook in Cached Exchange Mode is recommended since it provides offline access and helps to provide a responsive user experience even when network conditions between the client and the server are not ideal. Outlook has to be configured for A3C access with the Outlook Anywhere feature of Outlook. Users can connect to an A3C mailbox through the Internet using remote procedure call (RPC) over HTTPS. The feature gives users a reliable, efficient way to connect to their mailbox remotely when working inside or outside their organization's internal network. Customer Responsibilities Procure, deploy, properly configure, manage, and support client software and compatible devices to access A3C Provide configuration instructions to users Customers must use Outlook 2010 or Outlook 2007 with the latest service pack installed to access A3C. Outlook 2003 is not supported for use with A3C Outlook Anywhere requires Windows XP SP3 or later operating systems Outlook Web App With Outlook Web App, users can access , calendar, and contacts from a web browser. The Outlook Web App client provides all A3C users with a rich messaging client experience similar to that of Outlook users. You can use Outlook Web App and the Exchange Control Panel with almost any current Web browser. This includes Internet Explorer, Mozilla Firefox, Apple Safari, Chrome, and most other Web browsers on computers running Windows, Apple Macintosh or Linux. Page 7

13 Outlook Web App includes an integrated light instant messaging client for Lync users which will be exposed when subscribing to the A3C-CC Basic or A3C-CC Standard Service Plans. Besides the premium version, A3C also offers the light version of Outlook Web App. This version is optimized for accessibility, such as for users who are blind or have low vision. The light version provides fewer features and is faster for some operations. You may want to use the light version if you're on a slow connection or using a computer with unusually strict browser security settings. The light version can be used with almost any browser and has the same features across all browsers. Customer Responsibilities Provide localized text if a language-specific disclaimer is requested Provide a valid SSL certificate Atos Responsibilities Provide a common Outlook Web App URL The Outlook Web App interface automatically localizes standard content to the language pack preference that is selected in Outlook Web App options. Any disclaimer additions to the Outlook Web App logon page appear only in the language in which the disclaimer was provided Internet Explorer versions prior to version 7.0 can use only Outlook Web App Light, which has a reduced set of features An A3C-CC Basic or A3C-CC Standard subscription is required for instant messaging (IM) and presence integration in Outlook Web App Forms-based authentication (FBA) is required for Outlook Web App Access to Outlook Web App requires an encrypted SSL connection WebReady Document Viewing Outlook Web App features WebReady document viewing, which converts documents such as Word or.pdf files into HTML for read-only viewing in a web browser window. WebReady Document viewing in not available in A3C Mobile Device Connectivity with Exchange ActiveSync Exchange ActiveSync provides synchronization of mailbox data between mobile devices and A3C to allow users to access their , calendar, contacts, and tasks on the go. Exchange ActiveSync is supported by a wide range of mobile devices including Microsoft Windows Phone, kia E and N series devices, Apple iphone and ipad, and most Android phones. Page 8

14 Some important Exchange ActiveSync features that are part of the A3C service include: Direct push technology. This technology allows timely message delivery to mobile devices without delay Remote wipe. With this feature, users can manage the process of remotely erasing lost, stolen, or otherwise compromised mobile devices using the Exchange Control Panel in Outlook Web App Mobile device security policy. Customers can enforce security policies on mobile devices that connect to A3C through Exchange ActiveSync. Customers can customize these policies for specific users and groups within their company using web-based graphical user interface (GUI). This feature will be configured at service setup time and can be changed by using the Exchange Control Panel or by submitting a service request Free/busy lookup. Users can view the calendar of a contact directly from their mobile devices. A free/busy information timeline shows when contacts are available for a call or meeting. Users also can look at the contact card of a contact and to see when that person is available Device allow, block, and quarantine control. This feature provides control over which devices are allowed to connect to A3C via Exchange ActiveSync. With the allow, block, and quarantine feature, administrators can create approved device lists and block specific devices when necessary. Administrators can also set exceptions at the individual level and can quarantine any device not on the block or allow lists for additional evaluation. This feature can be configured by using the Exchange Control Panel or by submitting a service request For a comparison of Exchange ActiveSync features implemented by various mobile clients, visit the Exchange ActiveSync Client Comparison Table. Customer Responsibilities Procure, deploy, manage, and support client software and compatible devices, including all relationships with wireless carriers Set up and control distribution groups to allow for role-based access permissions for custom Exchange ActiveSync policy configuration Supply educational material to users to make them aware of the Exchange ActiveSync policies Choose whether to configure Exchange ActiveSync policy to allow downloading of device.cab files via an notification sent to the end-user Educate and train end users and support teams about the message that is sent to the end-user s inbox with instructions for downloading the device.cab file Atos does not provide support for user devices as part of the A3C service. Organizations are responsible for procuring, deploying, managing, and supporting mobile client software and compatible devices, as well as managing relationships with wireless carriers. Atos does not provide end-user device support as part of the A3C service Exchange ActiveSync is only available for customers subscribing to the A3C-M Standard and the A3C-CC Standard Service Plans Because of licensing constraints, A3C allows only the Standard Exchange ActiveSync Mobile Management Policies to be used BlackBerry Devices Page 9

15 See paragraph BlackBerry Device Connectivity Macintosh Clients A3C supports two clients on the Apple Macintosh operating system: Microsoft Outlook for Mac 2011 Microsoft Entourage 2008 for Mac, Web Services Edition Both clients use Exchange Web Services to communicate with A3C. Customer Responsibilities Procure, deploy, manage, and support client software and compatible devices Exchange Web Services message size limit is restricted to 10 MB to protect the Web server from receiving requests that are too large MAC clients are not supported with the A3C-M Basic and A3C-CC Basic subscriptions (you can of course access Outlook Web App using a current Safari or Firefox web browser on the Mac when subscribed to Basic Service Plans) SMTP Relay The primary mail protocol that is used by Exchange Server is SMTP. Transport servers use SMTP for routing and delivery. A3C supports two types of SMTP relay services for authorized internal customer applications that require SMTP mail submission: SMTP message submission to users inside the managed environment Authenticated SMTP message relay to addresses outside the managed environment Customer Responsibilities Provide IP addresses of authorized source servers Manage and implement necessary changes in the customer environment to allow mail flow from the customer environment to the A3C environment IP addresses for authorized source servers are required to allow SMTP relay AutoDiscover Service With the Exchange AutoDiscover service, Outlook clients can receive user profile settings directly from the A3C Messaging service when client domain credentials are Page 10

16 submitted. These settings automatically update the client with the information necessary to create and maintain the user's profile. An SSL certificate is required in conjunction with the AutoDiscover service. This SSL certificate is limited to a single primary SSL domain. Users who are associated with other primary or secondary domains that are not included in the certificate experience receive a one-time prompt in Outlook for their credentials the first time they connect to the service. The users can then select the option to not receive further prompts. Customer Responsibilities Provide written proof of ownership of the requested primary SSL domain through the A3C deployment discovery process and associated documentation Provide a single primary SSL domain for inclusion in certificate requests for the AutoDiscover service Provide the published Office Outlook 2007 hotfix to all client computers, or implement Domain Name System (DNS) and service connection point (SCP) configuration updates to allow the credential prompting scenario to be avoided Create a DNS record for mobility-related URLs Provide a valid SSL certificate Atos Responsibilities Request an SSL certificate that includes the primary customer domain Install SSL certificates Requires Outlook 2010 or Office Outlook 2007 Customer must provide written proof of ownership before Atos can request the certificate for the primary SSL domain POP3 and IMAP4 A3C optionally supports POP3 and IMAP4 protocols via the internal customer network. The POP3 and IMAP4 ports are closed by default but can be opened by submitting a Service Request. A3C does not support POP3 and IMAP4 connectivity from external Internet clients Delegated logon is not supported For outbound , the SMTP client must authenticate over an encrypted channel via Transport Layer Security (TLS) IMAP4 is not supported for the A3C-M Basic and A3C-CC Basic Service Plans Page 11

17 /Inbox Personal Mailboxes (Linked Mailboxes) Personal Mailboxes are associated with an individual user. With A3C the mailbox is linked to a disabled user account that resides within the A3C Active Directory. This user is be created by the Atos A3C Directory Synchronizations solution based upon the contents of the customers on-premise Active Directory. Using the existing user account in the customers environment for logon, this provides single-sign-on when accessing the A3C mailbox linked to that account Resource Mailboxes and Shared Mailboxes t all mailboxes are associated with individual users. A3C also makes the following special-purpose mailboxes available: Resource mailboxes. Provide access to conference rooms or resources such as beamers Shared mailboxes. Used for business functions such as help desk requests where one or more individuals process the . These mailboxes can be used to send or receive all types of Resource mailboxes will be provided free of charge. Only A3C-M Standard subscriptions can be used to create shared mailboxes The number of free resource mailboxes cannot exceed 10% of the total number of mailboxes Resource mailboxes are limited to 100 MB in size Delegate Access A3C supports delegate access that is, the ability for users to allow others to manage their and calendars. Delegate access is commonly used between a manager and an assistant, where the assistant is responsible for processing the manager s incoming messages and coordinating the manager's schedule. When delegates have Send on Behalf permissions, they can compose messages and enter the manager s name in the From field, where it will be displayed as [delegate name] on behalf of [manager name]. Page 12

18 The ability to access other mailboxes via delegate access is not available to users with A3C-M Basic and A3C-CC Basic Service Plans Send as Permissions A3C supports advanced delegation scenarios, including Send As permissions. Send As permissions allow users to send messages from another mailbox as if they are the mailbox owner. This scenario is common where there is a shared mailbox and several employees send messages from that shared mailbox instead of their Exchange accounts. The ability to access other mailboxes via Send As permissions is not available to users with A3C-M Basic and A3C-CC Basic Service Plans Catch-all Mailbox A catch-all mailbox receives messages sent to addresses in a domain that do not exist. Catch-all mailboxes are not supported by A3C Contacts/directory Address Book View Customization (Address Lists) The first version of A3C does not provide the ability to configure customized views (address lists) in the Outlook Address Book Unified Messaging/Fax Unified Messaging (UM) combines voice messaging and messaging into a single messaging infrastructure. Unified Messaging puts all and voice messages into one Exchange 2010 mailbox that can be accessed from many different devices. With Unified Messaging users can access their messages using Outlook Voice Access, from any telephone, from a mobile phone, or from the computer. Unified messaging is NOT supported in the first release of A3C. Also Fax integration with A3C - giving users one central place for sending, receiving, and managing electronic faxes and s together is NOT supported at this time. Page 13

19 Archiving Due to licensing restrictions, Personal or In-Place Archiving, a feature of Exchange 2010, is currently NOT offered within A3C Transport Rule Configuration A3C currently does not provide the ability to configure transport rules Disclaimer Support Customers may be required by law or other regulatory requirements to provide disclaimers within between recipients and senders both inside and outside the organization. A3C provides disclaimers to meet these compliance requirements. Default Settings are: Global disclaimers can be applied to all messages sent to the A3C environment Global disclaimers can be applied to all messages sent from the A3C environment Scenario-specific disclaimers that are defined in customer requirements can be applied separately from global disclaimers Scenario-specific disclaimers are scoped based on distribution group membership Disclaimer text uses default font, size, and color settings of Exchange Server Disclaimers are appended below the entire message thread for all outgoing messages Disclaimers include a line separator between the message content and the disclaimer. If the disclaimer cannot be added in the original message as with encrypted messages a new message is created with the disclaimer, and the original message is attached to the new message Customer Responsibilities Define requirements regarding disclaimers including any scenario-specific requirements, if applicable Define and manage distribution groups for scenario-specific disclaimers Define and configure disclaimer content, including text in all desired languages, for all applicable distribution groups Set up and control access to security groups to allow role-based access Atos Responsibilities Configure and implement customer-provided disclaimers as part of the initial A3C deployment Grant role-based access to customer security groups Page 14

20 Configuration of up to thirty (30) customer-provided disclaimers is allowed for initial deployment Font type, color, and size apply only in HTML and rich-text messages. Plain-text messages have disclaimers that also appear in plain text A3C does not support the following in disclaimers: o Text greater than 1,000 characters o Active Directory related queries other than distribution group inclusion o Images (including logos) A3C does not provide language translation services for disclaimers Disclaimers are not programmatically localized Users do not see disclaimers in the messages in the Sent Items folder because the disclaimers are appended by the server after messages are sent by the users. If a user is a member of multiple distribution groups that are used for specific disclaimer scenarios, the user s outgoing messages display multiple disclaimers Administration Mailbox Administration Administration of mailboxes is provided through the Exchange Control Panel by granting the Exchange Helpdesk Support role. Capabilities such as mailbox restores are offered through the A3C portal as an automated Standard Service Request Exchange Control Panel The Exchange Control Panel (ECP) provides self-service administration capabilities through its Web-based management interface that is accessible from Outlook Web App. The following capabilities are available to IT professionals and can be delegated to end users if desired. Message tracking. Through ECP, key users who have been assigned the admin role can track delivery receipt information, which helps reduce one of the most common help desk calls. End users can track messages they have sent and received and IT professionals can track all messages that are delivered to the Exchange Server 2010 environment Remote device wipe. With this ECP feature, users can manage the process of remotely erasing lost, stolen, or otherwise compromised mobile devices Multi-Mailbox Search. Allows compliance and security officials to search through multiple mailboxes MailTips. With this feature, informative messages are displayed to users while they are composing a message. These informative messages, which provide information about the recipient to help avoid non-delivery reports (NDRs), can be configured using ECP Because of licensing constraints, A3C allows only the Standard Exchange ActiveSync Mobile Management Policies to be used Page 15

21 Message tracking only provides information for message flow within an organization's A3C environment. When messages are delivered to outside mail systems, the message is listed as transmitted but there is no visibility into its subsequent delivery status Application Connectivity Using the Exchange Web Services or the Exchange Web Services Managed API is recommended for application development. Customer Responsibilities Test applications to understand how they will interact with the service Provide support for individual applications, add-ins, and related application compatibility testing tify Atos of any applications that require connectivity to the A3C environment Atos Responsibilities Assist the customer in resolving problems with applications that have a negative impact on the service Customer-managed applications are not hosted in Atos managed data centers A3C does not provide support for Outlook add-ins A3C does not provide guidance for custom application development Connectivity using web-based Distributed Authoring and Versioning (WebDAV) is not allowed with A3C Applications that utilize MAPI over HTTPS to connect to A3C should use Cached Exchange Mode to minimize performance degradation in the event of network latencies Exchange Web Services message size is restricted to 10 MB Multiple Language Support A3C provides multiple language packs that provide a localized experience in Outlook Web App and Outlook for A3C Messaging users. The availability of languages may differ between Outlook Web App and Outlook. For the current list of available languages, see Client Language Support for Outlook and Client Languages for Outlook Web App. Customer Responsibilities Deploy language packs to users Atos Responsibilities Page 16

22 Install available server-side language packs Antivirus Support All messages that are transported through A3C are scanned for viruses. If a virus is detected, the virus is deleted and the message is then delivered to the recipient. A notification of the virus detection is sent to the sender and/or recipient of the message. tifications are sent only to A3C senders who are sending mail within the A3C Messaging environment Blocked File Types Particular types of attachments from non-trusted sources are blocked from entry into the A3C environment. Customers can extend the list of blocked attachment file types through the A3C change request process Secure Messaging and Encryption A3C supports a variety of messaging security solutions. These solutions can be integrated with existing customer solutions for encryption and security S/MIME Certificate Support Secure/Multipurpose Internet Mail Extensions (S/MIME) is a standard for public key encryption and signing of that is encapsulated in MIME. Customer Responsibilities Provide support and infrastructure for S/MIME to allow item-level security A3C does not provide antivirus or other content management services for messages encrypted using S/MIME S/MIME in Outlook Web App is not supported A3C does not provide or manage the certificates required to use S/MIME encryption Message Encryption Page 17

23 A3C provides SSL or TLS encryption for all Outlook Web App, Exchange ActiveSync, Outlook Anywhere, IMAP4, and POP3 connections Service Continuity Management The A3C Messaging Service delivers 99.9% (Excluding Maintenance Windows) uptime and has set the following RPO and RTO in the event of a disaster: 10-minutes RPO: In the event of a failover to a secondary data center A3C Messaging restores a copy of customer data that is equal to or less than 10 minutes old at the time of service disruption One-hour RTO: Customer services will resume within one hour after disaster declaration is made to failover from the primary to secondary data center Standard services restored with service continuity management are core mail (A3C mailboxes), client access services (Outlook Web App, Mobile Access), transport, and delegated administrative controls through the Exchange Control Panel. For more information regarding Service Levels see chapter 3: Service and Support Levels. Customer Responsibilities Update internal and Internet DNS records and other name records that point to A3C resources, such as mail gateways and mobile messaging URLs Update targets and costs of the mail routing connectors. (te that connectors may be pre-provisioned during the initial deployment) Update network firewall ACLs. (te that ACLs may be pre-provisioned during the initial deployment) Create an archiving validation account (documentation about configuration requirements will be provided to the customer) Provide logon and password for the archiving account to the A3C team Be available to work with the A3C team in the event of a declared disaster Ensure network connectivity to a secondary site Atos Responsibilities Atos enables the service continuity management process to restore access to core services and data within the stated RPO and RTO Testing for mailbox failover only is offered once annually with 180 days prior written notice from the customer To restore service, customer client access may require some reconfiguration All onboarding activities are excluded from service continuity management Some services and processes are not functional at RPO/RTO, including mailbox migration, cross-forest free/busy, and the A3C Portal Page 18

24 Usage and Performance Metrics A3C provides a set of availability and support service-level agreements (SLAs) that measure those aspects of its services that it directly controls. However, Atos is responsible for and can control only a portion of the elements that combine to provide the total experience for A3C users. For example, Atos provides services from a global network of Atos data centers. It is not responsible for the network connections to the data centers, the customer s wide area network (WAN), and the customer's local area networks (LANs). In addition, Atos does not control the user device and its configuration. All of these factors have significant effects on the user experience. To help customers monitor areas that are not under Atos s direct control, Atos reports on a set of service usage metrics and key performance indicator (KPIs). Usage metrics provide customers with information about service usage patterns and activities. KPIs provide information that Atos uses as part of its continuous service improvement. The information may also be of use to customers in evaluating aspects of service for which they are responsible. Atos measures and reports the same KPIs for all customers Usage Metrics The following usage metrics are reported monthly to A3C Messaging customers: #Seats per Service Plan (monthly) Financial result (monthly) Relative changes over the last quarter (monthly) Service Availability Number of resource mailboxes Optional Service Features The following sections describe optional features that are available with the A3C service Message Journaling A3C provides the ability to journal to a separate archiving solution hosted by Atos, a third-party solution or to the customer environment. Customer Responsibilities Create in the customer directory a contact object for the SMTP target address to be used for journaling Maintain proper management, redundancy, availability, performance, and functionality levels of the SMTP target to ensure successful mail acceptance at all times Provide respective interoperability with Exchange Server and Exchange transport including message formats, sender/recipient information integration, and appropriate content conversion Page 19

25 Atos Responsibilities Send messages to the target location The journaling approach must be able to utilize existing network infrastructure between A3C and the customer environment The outbound journal function must not prevent or put further dependencies on software upgrades in the A3C environment Journaled messages can only be sent to the SMTP target of the customer s choice. other integration methods will be provided Because of licensing limitations journaling can only be enabled for all users, not for a subset of users Litigation Hold Because of licensing limitations Legal Hold is not offered as part of the current version of the A3C service Two-Factor Authentication for Outlook Web App Typical authentication practices that require only a password to access resources may not provide the appropriate level of protection for information that is sensitive or vulnerable. Two-factor authentication is an authentication method that applies a stronger means of identifying the user. It requires users to submit two of the following three types of identify proofs: Something known (such as a password) Something possessed (such as a smart card) Something unique about the user's appearance or person (such as a fingerprint) Two-factor authentication is currently NOT supported by A3C at this time Mailbox Data Migration A3C can provide a mailbox data migration service for transferring mailbox data from the customer's site to the A3C environment. The migration process is conducted with minimal end-user interaction, and is completed on a schedule that is jointly determined by the customer and Atos. Migration activities are not included in the A3C seat prices. This process involves the automatic migration of mailbox data from the customer server to the A3C servers. Customers have the option of choosing one migration method, or a combination of methods, to fit their requirements. Atos offers optional mailbox data migration services when the customer s current messaging implementation is one of the following: Page 20

26 Exchange Server 2003 SP 3 or higher Lotus Domino version 6.5.x. or higher Customer Responsibilities Provide SMTP transport Provide bandwidth Provide required administrative privileges on the source system Must have Outlook installed with the appropriate profile to connect systems between the customer environment and the Atos data center and to ensure proper message routing and directory synchronization Distribute the client software to the end-user desktops, ensure that profile changes are made to the users desktops, and coordinate all desktop interdependencies Atos Responsibilities Create new mailboxes in the appropriate Atos data centers, update entries on both the customer and Atos directories, and delete old mailboxes on the legacy customer system Work with the customer to build a migration schedule that is optimized to reach the maximum number of mailboxes for each set of mailbox migrations Build into the migration schedule those factors that have significant impact on the migration schedule including mailbox size and network capacity with the understanding that mailbox size reduction may be necessary to reach maximum migration velocity Outlook cached mode is recommended, and Outlook 2010 or Office Outlook 2007 with the latest service pack is recommended Migrated data cannot exceed 90% of the size of the target mailbox. Migrated data volume has a direct relation to migration velocity. To achieve maximum migration velocity, mailbox size reduction may be required. Migration fees are NOT included in the seat price BlackBerry Device Connectivity The BlackBerry Enterprise Server (BES) for A3C is used to synchronize , calendar, contacts, and tasks with BlackBerry devices. BES is available at an extra charge. Due to the requirement of co-locating the BES with Exchange Server, the A3C service deploys, hosts, and supports BES in an Atos data center. Customer Responsibilities Procure, deploy, manage, and support client software and devices compatible with the latest version of BES software, and manage relationships with wireless carriers Provide Atos with BES IT policy settings for initial setup Page 21

27 Atos Responsibilities Provide SMTP transport Determine the number of BES servers required to support customer BlackBerry devices and provide the customer with this information for licensing procurement Procure and maintain BES Server Licenses Deploy and maintain BES to provide service for BlackBerry devices Provide at least two A3C team member names, phone numbers, and addresses to the customer for the RIM support agreement Atos does not provide support for BlackBerry devices or handheld applications as part of the A3C service There is a one-to-one relationship of BlackBerry devices to mailboxes BlackBerry devices will require device security wipe and reactivation during the migration process Blackberry Enterprise Server Express is not supported Third-party tools or services that interface directly with or must be installed on the BES servers are not supported or allowed Microsoft Office Communicator clients for BlackBerry devices are not currently supported BES service availability is not included in the A3C SLA. By default BES will offer an availability of 98,5% Hosted Voic A3C does NOT support hosted voic services provided by the Unified Messaging (UM) capability of Exchange Server Service Plan Feature Capabilities The table below describes the major capabilities and features offered by the relevant A3C Service Plans. Service Features A3C Basic Plans A3C Standard Plans Mailbox size 1 GB 1 GB (Can be extended in 5 GB increments) Message size limits (max attachment size) 50 MB 50 MB Recipient limits Deleted item recovery 30 Days 30 Days Page 22

28 A3C Basic Plans A3C Standard Plans Deleted mailbox recovery 30 Days 30 Days Client Access Outlook 2010 Outlook 2007 Outlook 2003 Outlook Anywhere (RPC over HTTPS) Outlook Cached Mode n/a Outlook Online Mode n/a (t recommended) AutoDiscover n/a (Outlook and mobile) Outlook Web App Internet Explorer 7+, Safari 3+, Firefox, Chrome Internet Explorer 7+, Safari 3+, Firefox, Chrome Outlook Web App light experience Almost any browser Almost any browser Outlook Web App: Vanity URL WebReady document viewing Disable web access Instant messaging and presence connected to web client A3C-CC Basic A3C-CC Standard Macintosh support (rich client) Outlook for Mac 2011, IMAP POP Entourage 2008 Web Services Edition Mobility Exchange ActiveSync devices (such as iphone, Windows Phone, kia etc.) Remote device wipe (implementation varies by mobile device manufacturer) Customize Exchange ActiveSync security policies and settings, including PIN/password lock Disable Exchange ActiveSync access n/a n/a n/a (one policy only) Mobile device n/a Page 23

29 allow/block/quarantine Certificate-based authentication for Exchange ActiveSync Mobile SMS sync (through Exchange ActiveSync) SMS (text messaging) notifications BlackBerry (via Blackberry Enterprise Server) /Inbox Send on behalf of and send as A3C Basic Plans n/a n/a n/a A3C Standard Plans Optional Shared mailboxes Catch-all mailbox Server-side forwarding Inbox rules Tasks Conversation view and actions (such as ignore conversation) MailTips Contacts/Directory Personal contacts Personal distribution groups Restricted distribution groups Dynamic distribution groups Moderated distribution groups Global Address List Hide users from Global Address List Custom address lists Hierarchical address lists Address Book Policies Offline Address Book External contacts (in Global Address List) Calendar Out-of-office auto-replies Page 24

30 A3C Basic Plans Federated calendar sharing Side-by-side calendar view in web client Resource mailboxes (for example, for conference rooms or equipment) A3C Standard Plans Outlook 2010 Room Finder Unified Messaging/Fax Interoperability with onpremises voic systems Exchange Unified Messaging (hosted voic ) Security Anti-spam (AS) Antivirus (AV) Safe and blocked senders (configurable at the organization level) Opportunistic TLS for inbound/outbound Forced TLS for inbound/outbound S/MIME Compliance/Archiving Disclaimers Transport rules Personal archive Retention policies Journal messages to external or on-premises archive Multi-mailbox search (ediscovery) Legal hold Rolling legal hold (single item recovery) Administration Administration through a Webbased interface (Exchange Control Panel) Page 25

31 Administration through command line shell (PowerShell) A3C Basic Plans Message tracking Usage reporting Auditing Application Access/Customization A3C Standard Plans Application connectivity through web services SMTP relay Outlook Web App Web Parts Outlook add-ins and Outlook MAPI Application connectivity through Exchange Server MAPI/CDO API Application connectivity through DAV Other Public folders Global Address List synchronization from onpremises directory (Active Directory) Global Address List synchronization from multiple on-premises Active Directory forests one-way through the Directory Synchronization tool one-way through the Directory Synchronization tool Page 26

32 2.2 A3C Collaboration The A3C Communication Service is a next-generation communications service that is based on Microsoft Lync Server 2010, and that connects people in new ways, anytime, from virtually anywhere. The A3C Communication Service provides intuitive communications capabilities across presence, instant messaging, PC based audio/video calling and a rich online meeting experience including PC video and content sharing. With Lync, you can transform your interactions with colleagues, customers and partners from today s hit-and-miss communication to a more collaborative, engaging, and effective experience. This paragraph provides a comprehensive description of the A3C collaboration features that are available with relevant A3C plans. This paragraph applies to the following Service Plan only: A3C-CC Standard Benefits The A3C Collaboration Service enables teams to work together easily to share critical business information on A3C sites. Colleagues and customers can access the documents they need from virtually anywhere. With your documents and information managed in one place, everyone has access the latest version. Enhanced search features help you quickly locate information and people across the company while security features let you control who can read, edit and access individual documents. And they can do this through various types of sites: My Sites: share and manage personal documents and information o Create your own personal My Site to share personal information and professional expertise o Access and manage important documents from your PC, phone, or browser o Follow your colleagues' latest activities and updates using notes and activity feeds o Protect sensitive personal content and control who can read, edit and access files Team Sites: keep teams in sync and manage important projects o Manage and share important documents to help teams work together efficiently o Track key project milestones and schedules with shared-calendars o Create, edit and review documents and proposals in real-time o Manage important meeting notes and project delivery schedules o Share documents and information easily with trusted business partners o Enable real-time communication with colleagues right from within SharePoint o Apply your own unique look and feel to team sites with custom theming and branding Intranet Sites: keep up to date with company news and information o Keep employees up to date with the latest company news and information Page 27

33 o o o o Access key business process information (incl. policies and procedures, training guides and expense reports) Find important documents and people easily Share ideas and seek input from the company using community discussion forums and surveys Alert employees to news and business developments using blogs The A3C Collaboration Service helps organizations meet these challenges by providing a flexible web-based solution with tools and services to help workers manage information and work together easily with others. The new co-authoring capabilities help people work simultaneously with colleagues on Office documents: o For example, more than one person can edit a Word document or slides in a SharePoint document library at the same time. For example, to review a document, users can send a link to the document in a SharePoint library, and all of the reviewers can provide their feedback in the document simultaneously o more attachments users can, for example, store all of their recent documents in their My Site and work on them at the same time with other colleagues Work with SharePoint sites, libraries, and lists offline and synchronize their changes when you reconnect to the corporate network using SharePoint Workspace 2010 and SharePoint Workplace Mobile Locations within the Windows Phone 7.5 Office Hub Major benefits of this offline and online capabilities include: o Users can quickly view, add, edit and delete SharePoint library documents or list items while they are offline o Two-way synchronization between a users computer and the network that is, updates to data and documents on the computer or on the network are automatic while they are connected to the network. And only the changes, not the whole document, are pushed over the wire for quick syncing and updating o Content is automatically synchronized when people take their computer offline and then go back online Share information with others more efficiently with improved wikis, team sites, document libraries, and calendaring: o Ease of publishing with enterprise wiki pages and wiki linking o Insert and format content directly on the page with the new Rich Text Editor o Browse for images or photos on your local computer or network and insert them into your site without leaving the page you are on o w you can select multiple items in a list and click a button to perform the same action on all the items at the same time. For example, you can check in or check out several documents at the same time o Easily add events to a calendar by clicking a date and entering details for the event without leaving the calendar o Drag and drop items within a calendar Find and help others find interesting information and expertise: o New features include newsfeeds, social tagging, and ratings so that you can more easily keep track of your colleagues activities, as well as share relevant content o Search for a person by expertise to find someone who has the skills that match your needs o Use the phonetic name lookup to find similar sounding names Promote interaction through expertise sharing using My Sites: Page 28

34 o o Improvements to My Sites help you use your My Sites and profiles to share knowledge in your specialty area with your colleagues. Adding interests and responsibilities to profiles makes it easier for colleagues to find each other through newsfeeds, ask and answer questions, and to connect in other ways The tools and services provided by A3C enable individuals and teams to: Build out company-wide intranet sites Share information more securely with colleagues and trusted business partners Maintain granular control of sites, documents and lists with user and group permissions Upload documents to online libraries, share documents with others, and manage how documents are used Display project calendars to track milestones and resource availability Show announcements and alerts Publish blogs and RSS feeds, or provide a list of links to other blogs, forums, and resources. Maintain a list of contact names and information Create navigation for your SharePoint sites that best meets your organization s needs. Provide links to other important websites Create specialized websites Document Workspaces and Meeting Workspaces to help manage particular projects or work items Service Details This section describes the features of the A3C Collaboration Service. Where applicable, customer options are noted, along with feature limits and the responsibilities of Atos and its customers. For a consolidated list of the A3C Collaboration Service capabilities, see paragraph A3C Collaboration Service Feature Overview Key features and Specification The table below provides a quick look at some of the key features and specifications of the A3C Collaboration Service. Feature Description Storage (pooled) 10 gigabytes (GB) base customer storage plus 100 megabytes (MB) per user Additional storage Available at a cost per gigabyte (GB) per month Site collection storage quotas My Site storage allocation (does not count against tenant s overall storage pool) Up to 100 gigabytes (GB) per site collection 100 megabytes (MB) of personal storage per My Site (once provisioned) Page 29

35 Feature Site collections (#) per tenant Total storage per tenant File upload limit Description Unlimited while the 10 GB limit is not reached (non- My Site Site Collections) 10GB (Base storage) + Number of users * 100 MB 250 megabytes (MB) per file Microsoft Office support Microsoft Access 2010 Microsoft Excel 2007 and 2010 Microsoft InfoPath 2010 Outlook 2007 and 2010 Microsoft Onete 2010 PowerPoint 2007 and 2010 Microsoft SharePoint Designer 2010 Word 2007 and 2010 SharePoint Workspace 2010 Project Professional 2010 Browser Support Internet Explorer 7 Mobile Device Support Internet Explorer 8 Internet Explorer 9 Firefox 3 and higher Safari on Macintosh OS X 10.5 Chrome Apple iphone 3.0 or later Blackberry 4.2 or later Android 1.5 or later Windows Phone 7.5 or later Windows Mobile 6.1 or later kia S or later Storage A3C allocates an initial 10 GB of storage plus 100 MB for each user. This storage is pooled and available for allocation across multiple site collections. For example, an organization of 1,000 users by default would have a base of 110,000 MB (110 GB) of storage. In addition, users can purchase more SharePoint storage per GB Site Storage Quotas Designated SharePoint administrators can set the storage limits for site collections and sites created by users. The minimum storage allocated to a new site collection is 24 megabytes (MB). Page 30

36 The maximum A3C Collaboration service storage available to a single company s tenancy is 10GB (Base storage) + Number of users * 100 MB. This can be expanded by purchasing extra storage space. The maximum storage available for any site collection is 100 gigabytes (GB) Site Collections A site collection consists of a top-level site and its sub sites. The A3C Collaboration Service lets users allocate their available storage space across up an unlimited number of site collections (as long as the storage limit is not reached). Site collections are often based on departmental boundaries. My Sites (personal site collections) do not count against this overall number of team site oriented site collections, nor do My Sites pull from the pool of storage; each My Site, once provisioned, is allocated 100 megabytes (MB) of personal storage. Sites within a site collection share common features, such as galleries for templates, content types, Web Parts, and custom solutions uploaded to the site collection solution gallery. A sub-site can inherit permissions and navigation structure from its parent site, or these can be specified and managed independently. The base routing Uniform Resource Locator (URL) structure for A3C SharePoint sites is based on the name of your company provided at time of sign up. Example, if your company name is customer : Vanity URLs are not supported for intranet zone sites. They can only be applied to your A3C SharePoint Public Website Microsoft Office and A3C Microsoft Office and the A3C Communication Service work well together. In addition to document collaboration and management, features that light-up when Microsoft Office 2010 is used with the A3C Collaboration Service, new capabilities now enable co-authoring two or more users can simultaneously edit the same document. Some highlights of the new functionality in Microsoft Office 2010 that interoperate with A3C include: Backstage view: The Microsoft Office Backstage view allows users to manage their documents and related data they can create, save, and send documents; inspect documents for hidden metadata or personal information; set options such as turning on or off AutoComplete suggestions and more Document co-authoring: With new co-authoring capabilities, multiple users can edit the same document at the same time, even if they are in different locations. Users can even communicate as they work, directly from within the desktop application Page 31

37 Outlook alerts: Users can stay updated on changes to documents and list items on their A3C site by receiving notifications of changes as alerts and Really Simple Syndication (RSS) Using SharePoint Workspace to manage documents offline: Users can synchronize A3C libraries and lists to their computers with just a few clicks. They can easily update documents and lists offline, and be confident that everything will automatically synchronized to the server when they are back online The A3C Collaboration Service can be used with the following Microsoft Office desktop programs: Access 2010 Excel 2007 or 2010 InfoPath 2010 Outlook 2010 or 2007 PowerPoint 2010 or 2007 Project Professional 2010 SharePoint Designer 2010 SharePoint Workspace 2010 Microsoft Visio 2010 Microsoft Onete 2010 Word 2010 or 2007 Microsoft Office 2010 provides the best productivity experience with A3C; however, users can also use most Microsoft Office 2007 programs. With Outlook 2010, users can view or edit calendars and contact lists that are stored on SharePoint sites, and create and manage sites for organizing meetings. Together, Outlook 2010 and A3C support: Read/write access to SharePoint items such as calendars, tasks, contacts, and discussions Synchronization for offline support of document libraries and lists Roll-up views of calendars and tasks across multiple lists and sites Unified view of personal and SharePoint tasks Browser Support A3C users can access SharePoint sites and information by using several common web browsers. Supported Microsoft browsers are: Internet Explorer 7 Internet Explorer 8 Internet Explorer 9 The following browsers can also be used; however, functionality may be limited for some tasks: Firefox 3 Safari (with Macintosh OS X 10.5) Chrome Page 32

38 Mobile Device Support A3C sites can render on mobile devices (including web-enabled mobile phones) in the full desktop view or using a mobile optimized format. This feature helps people stay current on team projects and tasks when they are on the road. A3C sites can be viewed using the following mobile devices: Apple iphone 3.0 or later Android 1.5 or later Blackberry 4.2 or later Windows Phone 7.5 or later Windows Mobile (Internet Explorer mobile and Office Mobile 2010 for 6.5.x devices)) kia S or later E series and N series devices Deleted Item Recovery A3C users have a Recycle Bin where deleted content is stored. They can access the Recycle Bin to recover deleted documents and lists if they need to. Items in the Recycle Bin are retained for 30 days. The following data types are captured by the Recycle Bin: Site Collections Sites Lists Libraries Folders List items Documents Web Part pages The following data types are not captured by the Recycle Bin: Site customizations made through SharePoint Designer Data Protection All SharePoint data will be replicated offsite to protect against data loss Service Continuity Management The A3C Collaboration service offers a 99.9% uptime (Excluding Maintenance Windows) and has set an RPO and RTO in the event of a disaster: 6 hour RPO: Atos protects your SharePoint data and has a copy of that data that is equal to or less than 6 hours old 1 hour RTO: Organizations will be able to resume service within 1 hour after service disruption if a disaster incapacitates a hosting data center Page 33

39 The following conditions apply to service continuity management: To achieve the stated recovery times, customer networking infrastructure must honor the DNS record Time to Live (TTL) of 60 minutes. Customers that have customized their DNS infrastructure settings and set a longer TTL may experience longer recovery times After RPO and RTO objectives are met, there is a period of time before full data center redundancy is restored for the service For more information regarding Service Levels see chapter 3: Service and Support Levels. Customer Responsibilities Service restoration involves updates to client-visible DNS records. To achieve the stated recovery times these DNS records are configured to have a Time-To-Live of 60 minutes. Customers that use networking infrastructure which does not honor a 60 minute Time-To-Live may experience slower recovery Malware Protection All SharePoint data will be scanned for viruses and malware Blocked File Types To protect computers from potentially harmful code, A3C blocks certain kinds of files from being uploaded to or retrieved from the A3C SharePoint environment. Files are blocked on the basis of the file name extension, and A3C maintains a list of file name extensions that are blocked. (For example,.exe files are on the list of blocked file name extensions, so a file called "filename.exe." would be blocked.) This feature does not prevent all exploits based on file types, nor is it designed to do so. The file name extensions that are blocked are listed in chapter Site Language Selection A3C provides support for the main European languages within both the SharePoint Administration Center and main A3C sites within a customer s tenancy. Additional languages can be enabled by submitting a service request. The following language pack are available to choose from: Service administrators can select a language at the time they create a site collection. Different site collections, as well as sub-sites within a collection, can be created in different languages. Page 34

40 User Interface The SharePoint user interface (UI) makes it easier for end users to create the right experiences to be highly productive. New features include: Fluent UI and Ribbon technology: The SharePoint UI includes the Ribbon, which provides contextual and customizable menus to help users complete common collaboration and content management tasks more quickly Easier site customization: The Web Edit features allow site owners to quickly edit page text and media right in the browser. For example, users can adjust text, add images and videos, skin a site with Microsoft Office themes, add a Microsoft Silverlight Web part, or adjust the page layout. The live preview feature lets users see changes before they save them The A3C Collaboration Services Capabilities With A3C, users can set up sites to share information with others, manage documents from start to finish, and publish insights to help everyone make better decisions. This section describes in detail the features associated with the following six primary workloads available in SharePoint: Communities Composites Content Insights Search Sites t all the features in SharePoint 2010 are available in the first version of A3C. Some features will be made available to A3C users in subsequent updates. A detailed overview of all features of the A3C Collaboration Service is provided in chapter 8: A3C Collaboration Service Feature Overview. The following segments touch on some of the key value within A3C Communities SharePoint Communities delivers great collaboration tools and a single platform to manage them. This makes it easier for people to share ideas and work together the way they want. My Sites: Create your own personal My Site to share personal information and professional expertise. Access and manage important documents from your PC, phone or browser. Follow your colleagues latest activities and updates using notes and activity feeds. Protect sensitive personal content and control who can read, edit and access files. The My Profile page within My Sites contains information about employees, including biographies, job titles, location, contact information, interests, skills, and previous project experience making it easy to share personal information and professional expertise (discoverable from people search). Page 35

41 Wikis and blogs: Consolidate company-wide information into a centralized, easyto-manage repository. The page editing experience allows for embedding dynamic content including rich media. In addition, the Enterprise Wiki leverages the Managed Metadata service to provide categorization for pages. Blog functionality comes with a new user interface, improved commenting, editing, and content management features. The rich text editor includes the Ribbon UI and supports easy image uploads and rich formatting. Content tagging: Tagging is extended to multiple types of content end users can navigate, search, and track by tags. User-driven ratings and comments can be applied to individual pieces of content. Users can help increase resource sharing across the company by tagging a page with an "I like it" social bookmark. Working together: People can work together the way they want using a full set of collaboration tools from wikis to workflows and team sites to tagging. A single, flexible platform makes it easy to manage these tools and design the right collaborative experiences for different business needs Composites SharePoint Composites offers tools and components for creating do-it-yourself business solutions that can rapidly respond to business needs. Business Connectivity Services (BCS): Enable connections to external data sources via Windows Communication Foundation (WCF) Web Services endpoints in both read and write modes. These are often line-of-business (LoB) applications that sit behind your firewall, or are transitioning to the Cloud, like SQL Azure. Custom workflow design with SharePoint Designer 2010: Users can create advanced, no-code solutions quickly with the improved UI and expanded capabilities of SharePoint Designer The Workflow Designer in SharePoint Designer 2010 is used to create rules that associate conditions and actions with items in SharePoint lists and libraries. Changes to items in lists or libraries can then trigger actions in the workflow Content SharePoint Content makes content management easy, allowing users to set up compliance measures behind the scenes with features like document types, retention polices, and automatic content sorting and then let people work naturally in Microsoft Office. Metadata management: Metadata-driven navigation makes it easier to discover content in large lists and libraries. User tagging incentives are introduced and offer anticipatory suggestions of appropriate metadata based on location and context. Metadata fields can be embedded in documents. Metadata management provides multiple taxonomies and folksonomies from your tenant-level term store service at the tenant level that can be consumed at the site collection level. Document set management: Document sets let users store, act on, and export multiple files as a single entity. Policies, tagging, and templates can be applied to any document set that is created. Unique Document IDs: The unique Document ID service improves the managing and tracking information by assigning a unique, human-readable identifier to every piece of content, making it easier to locate even if the content has been moved from its original location. Page 36

42 Insights SharePoint Insights gives everyone access to the information in databases and spreadsheets stored with A3C to help people locate the information they need to make good decisions Search With SharePoint Search, users can find content and people faster. SharePoint Search cuts through the clutter and helps users find what they need across site collections. A unique combination of relevance, refinement, and social cues helps people find the information and contacts they need to get their jobs done. Phonetic Search: The people and expertise engine in SharePoint 2010 uses phonetic matching and nickname expansion to help users find the right people, the first time. People and Expertise Search: With this feature, organizations can capture knowledge not found in documents by harnessing the social aspects of search, allowing users to tag content, refine profiles, and find search results that are relevant to owners and reviewers. The more quickly and easily people an organization s key asset can find each other, the more they can share ideas and expertise to solve problems, improve processes, and foster innovation. View in Browser: View in Browser initiates an interactive web experience with documents right from the search results page without opening an Office client application by leveraging the Office Web Apps. The scope of searching and indexing is limited to the customers A3C environment. On-premise resources will not be indexed Sites SharePoint Sites provides a single infrastructure for all business websites. Users can share documents with colleagues, manage projects with partners, and securely publish information internally or externally. Templates: Preconfigured templates streamline creating, customization, and deployment of divisional portals, organization-wide intranet portal sites, and corporate Web sites. SharePoint 2010 also provides standard collaboration site templates: Team site, Document workspace, Blank site, Blog, Wiki, Meeting workspaces (five workspace types) and more. SharePoint lists: Lists are the backbone to storing data in SharePoint. They have built in views for sorting and listing data and built in forms for creating and editing data. Permissions can be granted for other users to view and or edit a list, and lists can be related to other lists. All users have the right to contribute new list items based on their permissions to the list data. Multi-lingual user interface: This feature provides out-of-the-box support for multilingual experiences. t only is the SharePoint experience multilingual in areas such as the Ribbon UI, menus, and site navigation, but site owners can also configure fields within lists to support multiple languages. Page 37

43 Permissions management: With this feature, users can take advantage of the ability to create customized permission levels that contain only the specific permissions they need. Calendars: The Calendars feature provides a rich calendar view and support for recurring events and all-day events. Users can synchronize their SharePoint calendar, contacts, and tasks with Outlook 2010 and then view them offline. Alerts and notifications: alerts and workflow notifications can be sent to SharePoint users when documents or other items have been changed or added to a site. A3C does not at this time support to inbound for document libraries, discussion boards, calendars, and lists. Customizations with SharePoint Designer 2010: SharePoint Designer 2010 provides tools for the rich customization of SharePoint sites without having to do any coding. Reporting tools, data integration, and application templates are also available from SharePoint Designer Custom Development and Extensibility With A3C, developers can upload custom code to their SharePoint environment with the new Sandboxed Solution feature inherited from SharePoint 2010, plus the use of Silverlight and the client object model. Improvements in SharePoint Designer also provide the ability to customize SharePoint applications. A3C offers developers a flexible, robust framework for customizing and developing solutions. The development features and patterns you use in developing for A3C are a subset of those available for developing for SharePoint 2010 on-premises Custom development has to be within reasonable limits regarding CPU, Memory od Disk I/O utilization Customization and Development Strategies The following customization strategies are available to SharePoint developers: Configuration by using the browser. Customizations that you can perform by using the SharePoint user interface in your browser. For example, you can edit page layouts, add and customize the default Web Parts, add lightweight Microsoft Silverlight widgets to a page, or embed jquery code in a Content Editor Web Part. Because in-browser configurations are primarily performed by end users, they are outside the scope of this document. Customization by using SharePoint Designer. Microsoft SharePoint Designer 2010 is a web and application design program you can use to design, build, and customize your websites within SharePoint. With SharePoint Designer 2010, you can create data-rich webpages, build powerful no-code workflow-enabled solutions, and design the appearance and behavior (look and feel) of your site. Customizations that you can perform in SharePoint Designer are generally declarative, and can also employ client-side scripting. Page 38

44 Developing SharePoint solutions that contain custom code. To enable more technically complex solutions, A3C provides both server and client object models for developers. Microsoft Visual Studio 2010 provides a range of specialized templates for creating sandboxed solutions that contain a variety of SharePoint items, such as site and list definitions, workflows, Web Parts, event receivers, and content types, to include in your SharePoint solutions A3C Collaboration Service Administration Your organization delegates a SharePoint Administrator to manage your A3C Collaboration Service. You can choose one or more key users within your organization. Using the SharePoint Administration Center, the A3C SharePoint Administrator can set up and manage site collections in A3C. This includes allocating storage to them, assigning permissions, and enabling features. After the site collections are set up, the A3C SharePoint Administrator can then delegate ownership of a site collection to site collection owner, who can then further create subsites and delegate ownership to a site owner. The A3C SharePoint Administrator tasks include the following: Create and delete site collections Recover site collections from the SharePoint Administration Center Recycle Bin Allocate and monitor site collection storage Grant access to site collection administrators Enable external sharing Upload external data connection models (.bdcm files) to configure Business Connectivity Services (BCS) and the Secure Store Plan for multilingual sites Manage user profiles and My Sites Configure InfoPath Forms Services for the organization Configure and manage managed metadata A3C does not currently support customer use of Windows PowerShell for service administration Blocked File Name Extensions The table below shows the file name extensions that are blocked in the A3C Collaboration Service: Version.app.bas.bat File types Application file Microsoft Visual Basic class module Batch file Page 39

45 Version.chm.class.cod.com.cal.crt.dll.exe.fxp.hlp.hta.ins.isp.jse.lnk.mda.mdb.mde.mdt.mdw.mdz.msc.msi.msp.mst.ops.pcd.pif.prf.prg.reg.scf.scr File types Compiled HTML Help file Java class file Windows NT Command Script Microsoft MS-DOS program Control Panel extension Security certificate Windows dynamic link library Executable program Microsoft Visual FoxPro compiled program Help file HTML application Internet Naming Service Internet Communication settings JScript Encoded script file Shortcut Microsoft Access add-in program Microsoft Access program Microsoft Access MDE database Microsoft Access data file Microsoft Access workgroup Microsoft Access wizard program Microsoft Common Console document Windows Installer package Windows Installer patch Microsoft Visual Test source files Microsoft Office profile settings file Photo CD image or Visual Test compiled script Shortcut to MS-DOS program System file Visual FoxPro source file Registration entries Windows Explorer command file Screen saver Page 40

46 Version.sct.shb.shs.url.vb.vbe.vbs.wsc.wsf.wsh File types Windows Script Component Windows shortcut Shell Scrap object Uniform Resource Locator (Internet shortcut) Visual Basic script file Visual Basic Scripting Edition Encoded script file Visual Basic Scripting Edition file Windows Script Component Windows Script file Windows Script Host Settings file A3C Collaboration Service Feature Overview Communities Feature Ask Me About Blogs Colleague Suggestions Colleagues Network Discussions Enterprise Wikis Keyword Suggestions Memberships My Site: My Content My Site: My Newsfeed My Site: My Profile te Board Organization Browser Photos and Presence Ratings Recent Activities A3C-CC Standard Page 41

47 Feature Status Updates Tag Clouds Tag Profiles Tags Tags and tes Tool Wikis A3C-CC Standard Composites Feature Client Object Model (OM) Developer Dashboard Event Receivers Language Integrated Query (LINQ) for SharePoint Solution Packages REST and ATOM Data Feeds Ribbon and Dialog Framework SharePoint Timer Jobs Silverlight Web Part Workflow Models Access Services Browser-Based Customizations Business Data Connectivity Service External Data Column Business Data Web Parts External Lists Business Data Integration with the Office Client Business Connectivity Services Profile Page SharePoint Designer 2010 Forms: Out-of-Box workflows and customization through SharePoint Designer 2010 InfoPath Forms Services Sandboxed Solutions Workflow A3C-CC Standard Page 42

48 Feature Microsoft Visual Studio 2010 SharePoint Developer Tools Windows 7 Support Workflow Templates SharePoint Service Architecture A3C-CC Standard Content Feature Audit Opening and Downloading Records Center In-Place Legal Holds Document Sets Metadata-driven Navigation Multi-Stage Disposition Rich Media Management Shared Content Types Support for Accessibility Standards Content Organizer Unique Document IDs Word Automation Services Managed Metadata Service A3C-CC Standard Insights Feature Business Intelligence Center Chart Web Parts Data Connection Library Excel Services PerformancePoint Services Visio Services Calculated KPIs Dashboards A3C-CC Standard Page 43

49 Feature Decomposition Tree Excel Services and Power Pivot for SharePoint A3C-CC Standard Search Feature Advanced Content Processing Best Bets Tunable Relevance with Multiple Rank Profiles Extreme Scale Search Business Intelligence Indexing Connector SharePoint 2010 Search Connector Framework Contextual Search Deep Refinement Duplicate Detection Federated Search Metadata-Driven Refinement Mobile Search Experience People and Expertise Search Phonetics and Nickname Search Query Suggestions, "Did You Mean? and Related Queries Recently Authored Content Relevancy Tuning Rich Web Indexing Enterprise Scale Search Windows 7 Search Search Scopes Similar Results Single Site Collection Search Site Search Click-Through Relevancy Thumbnails and Previews View in Browser A3C-CC Standard Page 44

50 Feature Visual Best Bets Basic Sorting Advanced Sorting A3C-CC Standard Sites Feature SharePoint Lists Web Parts Improved Governance Large List Scalability and Management Multi-Lingual User Interface (MUI) Permissions Management Quota Templates Secure Store Service Connections to Microsoft Office Clients Web Analytics Public Website Audience Targeting Cross-Browser Support External sharing SharePoint Ribbon Mobile Connectivity Office Web Apps integration SharePoint Workspace 2010 Out-of-the-Box Web Parts Scalability Templates Accessibility Configuration Wizards A3C-CC Standard (one per tenant) 2.3 A3C Communication Page 45

51 This paragraph provides a comprehensive description of the A3C communication features that are available with relevant A3C plans. This paragraph applies only to the following Service Plans: A3C-CC Basic A3C-CC Standard A3C-L Standard Benefits Organizations can gain the following major benefits from using the A3C Communication Service: Know whether others are available to communicate: Making repeated attempts to reach others by phone or is an all-too-common communication problem in today s business world. Often the problem stems from workers who are physically separated by geography and time zones, and who lack visibility into other people's availability or presence. Presence information is especially important when there is a need for a critical business discussion or a timesensitive decision has to be made. A3C helps organizations increase individual productivity by combining presence with instant messaging and other real-time communication capabilities (such as audio and video) Add real-time collaboration capabilities to Microsoft Outlook: Collaborating with others can be challenging for workers whose jobs require constant use of business productivity applications during the work day. A3C adds real-time collaboration capabilities and presence to the Microsoft Outlook messaging and collaboration client, enabling higher productivity through greater worker collaboration using familiar programs Connect with peers and be more productive through a rich online meeting experience: Online Meetings enable users to connect wherever they are through PC-based audio, video, and web conferencing, both as scheduled meetings and spontaneous, ad hoc collaboration sessions. With A3C, users can collaborate, share information, and coordinate their efforts in real time, all within the context of an existing workflow. A3C supports an integrated conferencing experience, enabling users to join the same conference from the PC via the Microsoft Lync 2010 client Collaborate within SharePoint sites: A3C serves as the presence engine for Microsoft SharePoint team sites and portals, providing presence and Instant Messaging access from within SharePoint Server 2010 sites. w an end user can enable the Members Web Part to see the presence of anyone associated with a SharePoint site, allowing information workers to spend more time in their business productivity applications Page 46

52 Communicate with other organizations running Lync: The Federation feature of A3C establishes trusted relationships between an organization and one or more external organizations. This allows users to see user presence and communicate using IM and PC-based audio and video across network boundaries Reduce costs: A3C facilitates rich and engaging communications across and outside and organization without expensive business travel or costly phone bills. The A3C Communication Service allows organizations to focus IT resources on developing value instead of running IT infrastructure themselves while Atos manages the risks and complexity of the operational systems Get timely platform upgrades: The A3C Communication service includes upgrades to new release versions at no additional charge. This shifts the burden away from the customer, allowing Atos to focus on upgrades and ensures that customers are using the latest software versions. Within standard release cycles, Atos will evaluate new features for A3C customers The customer is responsible for updating client software if necessary Service Details This section describes the features of the A3C Communication Service. Where applicable, customer options are noted, along with feature limits and the responsibilities of Atos and its customers. For a consolidated list of the A3C Communication Service specifications, see the Service Plan Feature Capabilities in paragraph Clients A3C users have several client options for access to the service: Lync 2010 Lync for Mac 2011 Lync Web App Lync Attendee Lync Mobile clients for ios (iphone/ipad), Android, Windows Phone and Symbian Lync 2010 Client Page 47

53 The Lync 2010 desktop client is supported by A3C. Lync 2010 provides access to presence, instant messaging, and other real-time communications capabilities. Conferencing capabilities that were previously present in the Live Meeting 2007 client have now been integrated into the Lync 2010 client. Customer Responsibilities Customers are responsible for deploying the most recent version of the Lync 2010 client. third-party clients are supported The A3C-CC Basic Service Plan only support presence and IM functionality delivered through Outlook Web App For more information on Lync 2010 system requirements, refer to paragraph Lync 2010 System Requirements The Lync 2010 client is supported in virtualized environments (VDI, XenApp). Running audio and video workloads in a virtualized environment is not supported. For more details see: Lync for Mac 2011 Lync for Mac 2011 is the new rich client for Lync users on the Mac platform and offers integrated functionality for instant messaging, presence, Lync-to-Lync audio/video and limited conferencing capabilities. For more information on Lync for Mac 2011 system requirements, refer to paragraph Lync 2010 System Requirements The Lync for Mac 2011 client is not supported for A3C-CC Basic subscribers Some features that are in the Windows client (i.e. Application sharing) are not available with the Mac client. For more details see: Lync Mobile Clients Microsoft Lync 2010 mobile clients enable mobile devices to function as unified communications (UC) endpoints, providing instant messaging (IM), contacts, and presence features. Voice traffic will continue to flow though GSM. Customer Responsibilities Page 48

54 Customers are responsible for managing the deployment of the most recent versions of the respective mobile clients to their end users Customers are required to perform additional configuration on their network Dial-out conferencing whereby Lync calls the mobile device to join meetings is not available in the first version of A3C Lync Mobile Client are not supported for A3C-CC Basic subscribers Instant Messaging Instant messaging (IM) is the ability to transfer text messages in real time over an Internet Protocol (IP) network such as the Internet or an organization's corporate network. All A3C Communication Service traffic is encrypted, including IM text, for enhanced security. A maximum of 250 users are allowed in any multiparty IM session A maximum of 250 contacts are allowed in a user s contact list A maximum of 10 Groups are allowed in a user s contact list Presence Presence is the ability to detect another user s availability. Using a Lync client application, users can display their presence status for example, Available, Away, Do t Disturb, or Offline to let others know their availability for consultation. To easily monitor the presence information of another user, users can add other users to their contact list, and can organize and group these contacts in different ways (by department, for example). Users can also search their company s address book to find other A3C Communication Service users which means it is not necessary to add someone to the contact list in order to detect their presence or send an instant message. Individual users can have a maximum of 250 presence subscribers or contacts in their contact list. A presence subscriber is a user who can see the published availability of another user, and receives updates as this availability changes. Presence subscribers that are added after the 250-contact limit is reached can still send and receive instant messages to the user and add the user to a contact list, but they cannot see any presence information (presence is shown as Presence Unknown) Presence Integration with Outlook Page 49

55 A3C can integrate presence with several combinations of Windows operating system, Outlook and Microsoft Exchange Server, as shown in the table below: Operating System Outlook Versions Exchange Version Windows 7 Outlook 2010 SP1 Office Outlook 2007 SP2 Exchange Server 2010 SP1 Exchange Server 2007 SP2 Windows Vista SP2 Outlook 2010 SP1 Office Outlook 2007 SP2 Exchange Server 2010 SP1 Exchange Server 2007 SP2 Windows XP SP3* Outlook 2010 SP1 Office Outlook 2007 SP2 Exchange Server 2010 SP1 Exchange Server 2007 SP2 * Windows Installer 3.1 and Microsoft Core XML services (MSXML) 6.0 SP1 must be installed before deploying Lync Users can instantly find and communicate with people from within Outlook. This integration occurs wherever the user sees a colored presence indicator that represents a person s presence status. When Outlook calendar integration is enabled, the user can check another user s schedule and get up-to-date availability information directly from that person s calendar. This makes it easy to determine when someone will be available. Outlook integration is available only for those Outlook users who have the Lync 2010 desktop client installed and properly configured Presence Integration with the A3C Collaboration Service A3C integrates presence with the Collaborations service using the same presence indicator that is displayed in the Lync client. A3C SharePoint users can initiate many useful Lync functions (send an instant message, send an message, or check calendar status) directly from a SharePoint site, making collaboration easy and intuitive. SharePoint presence integration is available only for A3C-CC Standard users who have the Lync 2010 desktop client installed and properly configured PC-to-PC Audio and Video Communications A3C delivers consistent and supportable PC-to-PC audio and video conversations for individual Lync users who are equipped with a headset device and web camera. Page 50

56 Conversation quality may vary depending on customer network performance. For the best experience, use a device that is optimized for Lync A3C features such as IM can be added seamlessly to active PC-to-PC audio and video conversations. Similarly, an active IM session can easily have PC-to-PC audio and video added to support a broader communication scenario. The following video formats are supported: Format FPS Resolution Bandwidth (Kbps) CIF * VGA * HD * Panorama * Customer Responsibilities Provide Lync 2010 certified USB Audio and Video Devices PC-to-PC audio and video conversations are subject to the network policies that the organization applies to its corporate, VPN and wireless networks PC-to-PC audio and video is not available to A3C-CC Basic subscribers File Transfer A3C provides PC-to-PC file transfer capability permitting users to transfer files as part of a Lync session. File transfer is subject to the network policies that the organization applies to its corporate, VPN, and wireless networks Data Access A3C does not provide call detail records (CDR), and Quality of Experience (QoE) data to customers in the first release IM Archiving (Optional) Page 51

57 Microsoft Lync Server 2010 provides the option to archive instant messaging (IM) content sent through the A3C Communication Service. Customers can choose to archive internal IMs, external IMs or both. Data access is restricted to authorized users identified by the customer The following types of content are archived: peer-to-peer instant messages and multiparty instant messages The following types of content are not archived: peer-to-peer file transfers, audio/video for peer-to-peer instant messages and conferences, application sharing for peer-to-peer instant messages and conferences, conferencing annotations and polls, conference content including uploaded content (for example, hand-outs), and event-related content (for example, joining, leaving, uploading sharing, and changes in visibility) The archiving service is not run in critical mode because in this mode it blocks IM and conferencing sessions if archiving fails The IM archiving service is an optional service and will be charged separately Remote Access A3C enables users to utilize the service directly over the Internet without requiring the user to connect to the customer s corporate network through a remote access service (RAS) or virtual private connection (VPN) Address Book and Distribution Lists Using Lync 2010, A3C users can add SIP addresses and distribution lists to their Contact Lists. Instant messages may be sent to individual members of a distribution list or the entire distribution list. Distribution lists can be expanded to see the individual members of such lists. Customer Responsibilities The Lync 2010 client uses Secure Socket Layer (SSL) for address book file download and distribution list expansion. Customers must add the URLs used for the address book download and distribution list expansion features to the trusted sites list in Windows Internet Explorer. Distribution list expansion is allowed only for distribution lists with 100 or fewer individual members (regardless of member presence or sign-in status) Distribution lists with more than 100 members are allowed but these distribution lists may not be expanded to display individual members of the list A distribution list counts as a single contact against the 250-contact limit per user, regardless of the number of individual members within the distribution list more than 10 distribution lists can be added to the contacts list Any changes made affecting the address book or distribution lists may take up to 24 hours for replication Page 52

58 Contact List and Contact Card Configuration Customer administrators can enable the following contact list and contact card features: Contact list configuration. Customers can create a persistent list of contacts for all A3C Communication Service users, ensuring that the contact information a user requires is immediately available Contact card configuration. Customers have the ability to configure viewing options on each user's Lync 2010 contact card Photo configuration. Customers can control whether users are able to display their photo in the Lync 2010 contact card Interoperability Lync Business Partner Federation Lync federation enables an A3C user to connect with users in other organizations that use on-premise OCS/Lync, Office 365 Lync Online or the A3C Communication Service. Federated contacts can see presence, communicate using IM and make PC-to-PC audio and video calls and content sharing. All federated communications are encrypted between the IM systems using access proxy servers. Atos does not control encryption after messages are passed to the federated partner s network. Customer Responsibilities Provide necessary information, using the change management process, so that Atos can configure the federation Federation requires DNS configurations by the customer and each connected partner organization Partner organizations are solely responsible for proper configuration of their environments to support federation Direct the federated business partner to properly configure the access edge and the audio and video edge Text-based chat is the default communication type allowed across federated connections. Audio, video and content sharing may be possible if the federated partner s environment is properly configured with Lync 2010 Server, which permits these types of communication Federated connections are not offered in service availability targets Federated connections are excluded from the service continuity management RTO and RPO objectives Page 53

59 File transfer is not available between A3C and federated connections The A3C service only supports federation traffic routed via the Internet XMPP Gateway federation (Optional) A3C provides customers the ability to expand connectivity to business partners by allowing basic presence sharing and two-party IM with Extensible Messaging and Presence Protocol (XMPP). Customer Responsibilities Provide necessary information, using the change management process, so that Atos can configure the federation Federation requires DNS configurations by the customer and each connected partner organization Direct the federated business partner to properly configure the access edge Text-based chat is the default communication type allowed across federated connections Federated connections are not offered in service availability targets Federated connections are excluded from the service continuity management RTO and RPO objectives File transfer is not available Multiparty text based chat is not supported The service only supports federation traffic routed via the Internet XMPP Gateway Federation is an optional service and will be charged separately A3C Communication service and Lync Server (on-premise) The current version of the Microsoft Lync technology does not allow coexistence between the A3C Communication service and an on-premise Lync environment using a single SIP domain. Therefore, it is not possible to deploy a subset of users in A3C and other users on-premises using a single SIP domain name. Lync federation can be used to enable users to communicate between A3C and Lync on-premises deployments, using different domain names A3C Communication service and Exchange Server (on-premise) A3C supports presence interoperability with an on-premises deployment of Exchange Server 2007 and Exchange Server 2010*. The A3C Communication service provides presence updates based on calendar information and out-of-office details that appear in Lync Page 54

60 * Does not apply to A3C-CC Basic and Standard subscribers who use the A3C messaging Service A3C Communication service and SharePoint Server (on-premise) A3C interoperates with on-premises SharePoint Server for presence and click-tocommunicate in SharePoint sites*. This interoperability requires the Lync 2010 client to run on the user s desktop. * Applies to A3C-L subscribers only IM Security The URL and file filtering capabilities help increase security by providing enhanced URL filtering and enhanced file filter control. URL filtering can be configured with the following options: Allow hyperlinks to be sent in any conversation Block instant messages that contain hyperlinks If blocking, the ability to exclude local intranet hyperlinks exists File filtering also controls how file transfers are enabled in the A3C Communication Service deployment. The following options are available on the server side through the Intelligent IM Filter (IIMF) application: Allow any file transfer request through the server Block file transfer requests for specific file name extensions Block all file transfer requests By default, the A3C Communication Service blocks files and URL links that use the extensions listed here:.ade.adp.app.asp.bas.bat.cer.chm.cmd.com.cpl.crt.csh.exe.fxp.grp.hlp.hta.inf.ins.isp.its.js.jse.ksh.lnk.mad.maf.mag.mam.maq.mar.mas.mat.mau.mav.maw.mda.mdb.mde.mdt.mdw.mdz.msc.msi.msp.mst.ocx.ops.pcd.php.pif.pl.pnp.prf.prg.pst.reg.scf.scr.sct.shb.shs.tmp.url.vb.vbe.vbs.vsd.vsmacros.vss.vst.vsw.ws.wsc.wsf.wsh This list of extensions can be modified based on customer configuration requirements by submitting a Service Request User Account Provisioning Page 55

61 The A3C Communication Service is provisioned on a per-account basis. This enables customers to identify and precisely control which accounts are entitled to access and use the service by assigning the appropriate Service Plan to those accounts using the A3C Portal. The customer is responsible for actively and routinely adding and removing user accounts in the customer on premise Active Directory environment. User accounts are automatically provisioned and disabled, respectively, for the A3C service through the Atos Directory Synchronization service Lync Meetings Lync Meetings enable users to connect from virtually anywhere through PC-based audio, video and content sharing both as scheduled meetings and as ad-hoc collaboration sessions. With A3C, users can collaborate, share information, and coordinate their efforts in real time, all within context. Customer Responsibilities Provide Lync certified audio and video devices Audio and video conversations are subject to the network policies that the organization applies to its corporate, VPN, and wireless networks There can be a maximum of 250 simultaneous users in a single audio and video session Device hardware is not supported as part of the A3C service Initiating Lync meetings is not supported for A3C-CC Basic subscribers Lync Audio A3C provides multiparty audio conferencing capabilities. A3C users enjoy audio quality, visual call and roster controls, network quality indicator and powerful user management features (for example, drag and drop a participant name to add them to a meeting). PC-to-PC audio is not supported for A3C-CC Basic subscribers Lync Video A3C enables users to connect via high quality video sessions. Both person-to-person and multiparty sessions are supported. With the A3C Communication service, users can easily schedule a Lync Meeting with video or seamlessly escalate an IM session to a video call. Page 56

62 PC-to-PC video is not supported for A3C-CC Basic subscribers Recording and Playback The recording feature allows organizers and presenters to record all aspects of a Lync session, including who entered the meeting, audio and video, and content from IM conversations, program sharing sessions, PowerPoint presentations, handouts, whiteboards, and so on. Recordings are saved to the organizer s or presenter s computer but can also be published to a location that is available to others. Recording and Playback of Lync sessions is not supported for A3C-CC Basic subscribers The ability to allow recording within an organization can be disabled by submitting a Service Request Conferencing Device Support A3C provides support for Lync certified conference room devices that facilitate Lync Meetings. Customer Responsibilities Provide and manage Lync-optimized conference room devices Atos will provide service configuration information for setup of the meeting room device to A3C. Device hardware is not supported as part of the A3C subscription Content Sharing A3C provides powerful PC-to-PC and multiparty data sharing capabilities including desktop sharing, application sharing, PowerPoint presentation (via uploading for more control), virtual whiteboard, annotations, and polling. Page 57

63 Content sharing is subject to the network policies that the customer applies to its corporate, VPN, and wireless networks. There can be a maximum of 250 simultaneous users in a single content sharing session The content sharing feature is available for the Windows operating systems that are supported by A3C Content sharing for Lync 2011 for Mac users is limited to desktop sharing The content sharing feature is not available to A3C-CC Basic subscribers Scheduled Lync Meetings The Lync 2010 client includes an Outlook plug-in that provides users with singleclick scheduling of Lync Meetings in Outlook. Participants can join with a single click from the Outlook reminder, or via the Outlook meeting itself. Organizers can easily set up meetings using predefined conference properties or can set meeting types and admission policies for specific needs. Details (such as meeting time, location, and attendees) follow the familiar Outlook template Dial-in PSTN Audio Conferencing Dial-in Conferencing allows users to dial in to meetings using, for example, a home or mobile phone. Dial-in PSTN Audio Conferencing is not available in the first version of A3C but will be supported in a future update as an optional feature Ad-Hoc Lync Meetings Users can start or join an ad-hoc Lync meeting easily with just a few clicks in the Lync 2010 client or within Office 2010 (provided the Lync 2010 client is properly installed and configured). A3C enables users to escalate simple instant messaging conversations or conversations to PC-based, multiparty audio and video meetings with shared desktops, applications, and documents. Multiparty Lync audio and video capabilities may not be available in certain countries due to regulatory restrictions Public IM clients are not able to connect to Lync Meetings This feature is not available to A3C-CC Basic subscribers Lync 2010 Attendee The Lync 2010 Attendee is a rich meeting client that allows PC users who do not have Lync 2010 installed to participate in Lync Meetings. Lync 2010 Attendee can be installed on a per-user basis, which enables you to selectively deploy this client, or you can allow users to download and install it as needed. This feature allows access to presence, instant messaging, and other real-time communications capabilities. Page 58

64 Lync Web App Lync Web App is a browser-based version of Lync 2010 aimed at external users and users that are not on the regular pc. All the in-meeting features are available, except for computer audio, video, and the ability to upload Microsoft PowerPoint presentations. The available Lync Web App in-meeting features include the following: Dial-in and dial out ( Call me ) audio conferencing Detailed meeting roster Multiparty instant messaging (IM) Desktop and program sharing, including giving control to participants Collaboration features, including whiteboards, polls, file sharing, and navigating PowerPoint presentations uploaded by others Lync Web App does not support other Lync features that are outside the meeting experience, such as presence, contacts, IM, and telephony features External Participant Support External users - those who do not have a user account in your organization or in a supported federated domain - can participate in Lync meetings. Also called anonymous users, these participants are able join meetings using the Lync 2010 Attendee client or the Lync Web App. When joining a meeting, anonymous users are first transferred to a waiting area called the lobby. Presenters can then either admit these users to the meeting or reject them A3C and Enterprise Voice Enterprise Voice provides voice capabilities that include: Inbound and outbound calling from the Lync client to landlines and mobile phones Rich calling features, optimized for mobile information workers Interoperability with Exchange Online Unified Messaging (voic ) Enterprise Voice is NOT supported in the first version of A3C Design Overview The A3C Communication Service is a hosted service based on Lync Server It provides a flexible, scalable, and highly available real-time communications solution to end users. The current release of A3C leverages Lync 2010 server and client functionality. Page 59

65 The A3C Service is configured in an Active/Passive data center topology where the primary site hosts the total user population. Because the secondary site has capacity to host 100 percent of a customer's users, the Active/Passive topology enables the primary site to failover to the other in service continuity and disaster recovery scenarios IP Addressing Atos network configuration responsibility includes allocation of IP address space for each customer in Atos data centers Domains Customers can configure their own domain to work with the A3C Communication service. Customers can create addresses, Lync accounts, and distribution lists that use the customers domain name. Customer Responsibilities Customers must provide Atos with each of the valid - SMTP domains to be included in the IM service to enable proper SMTP-to-SIP domain mapping and configuration Atos uses certificates from public authorities that are listed in the Microsoft Support article KB Due to security risks, sharing certificate private keys is not allowed Multiple SIP Domains A3C enables the use of multiple SIP domains. In addition, support for multiple SIP domains enables a customer to use the same domain names as SMTP domains. This improves the user experience by allowing the user and the remote participants to discover each other based on the domain name they are accustomed to using. Adding new SIP domains requires submitting a Service request and obtaining a new certificate Service Continuity Management The A3C Communications Service is available at 99.9% uptime (Excluding Maintenance Windows) and has set an RPO and RTO in case of a disaster: 1-hour RTO: Customers can resume service within 1 hours of a service disruption if a disaster incapacitates the primary data center Page 60

66 1-hour RPO: In case of a data center failover, A3C restores a copy of the customer s contact list and access control list (ACL) data that is equal to or less than 1 hour old at the time of failure Recovery Scope The following services are available within the RTO: Instant messaging and presence Remote access via the Internet PC-to-PC audio/video communication File transfer User account provisioning The following services are not available within the RTO: Federation with third parties Public IM connectivity (optional) IM Archiving (optional) XMPP Gateway In case of a failover, federation and Windows Live Messenger connectivity require configuration updates that are not controlled by Atos. These update requests are initiated as soon as feasible after a failover, but no specific restoration time is offered. For more information regarding Service Levels see chapter 3: Service and Support Levels Network and Bandwidth requirements A3C is available to your company over your Internet connection. It may replace applications that are currently operated within your company network. The traffic that previously was confined to your network will now travel between your company and the Internet. Customers must ensure that their connection to the Internet is configured correctly and that it has enough capacity to handle the network traffic. Calculating bandwidth requirements for Lync is a complex task. Microsoft offers the following tools and guidelines to estimate Lync 2010 bandwidth usage: and Service Plan Feature Capabilities Feature A3C-CC Basic A3C-CC Standard & A3C-L Standard Page 61

67 Feature IM/presence and Lync-to-Lync calls A3C-CC Basic A3C-CC Standard & A3C-L Standard 1-to-1 and multiparty IM/presence Address book search DL expansion (DLX) File transfers Lync-to-Lync audio/video calls Allow Lync-to-Lync high definition video Presence and click-to-lync from Office Apps Interactive contact card in Office 2010 Lync Skill Search in SharePoint Server (on premise) Lync Skill Search in SharePoint Online Persistent Group Chat Privacy mode Lync external connectivity (federation and Public IM connectivity) IM/presence/audio/video federation with other OCS/Lync Server/Lync Online organizations* IM/presence/audio/video with Windows Live Messenger* IBM Sametime federation IM/presence federation with XMPP networks (Jabber, Google Talk) On Request On Request IM/presence with AOL, Yahoo Meetings (audio/video/web conferencing - Basic : Lync Attendee not OWA) Meeting attendee capacity Desktop sharing Application sharing White boarding and annotations PowerPoint upload for online presentations Upload for other file types Multimedia content upload Polling Page 62

68 Feature A3C-CC Basic A3C-CC Standard & A3C-L Standard Ad-hoc multiparty PC-based audio/video Authenticated attendee in Lync Web App Unauthenticated attendee in Lync Web App Lync attendee client Scheduled conferences (using Outlook plugin) Outlook delegation for scheduling meetings Lobby Interoperability with certified partners for dial-in audio conferencing (ACP) Phone dial-out from scheduled meetings via third-party dial-in conferencing service Client side recording and playback Server-side recording and playback Generate a link to a scheduled meeting via web page Scheduling an online meeting in Outlook Web App Native dial-in audio conferencing on Lync server Screen Snapshot (Desktop Annotation) Backstage/Content Preview for presenters Mute all attendees Mute individual attendees Unmute all attendees In-meeting attendee permission controls Interoperability with on-premises video conferencing systems Voice and Telephony Lync-to-phone (calls with landlines and mobile phones) Call hold/retrieve Dial-out from ad-hoc Lync meetings Advanced call controls (transfer, forward, simul-ring) Page 63

69 Feature A3C-CC Basic A3C-CC Standard & A3C-L Standard Access to Exchange Online voic Team call Delegation (boss-admin) for Voice Call park Outgoing DID manipulation E-911 Dial plans and policies IP desk phone support Resilient branch office appliance Call Admissions Control (CAC) Support for analog devices (such as FAX) Response groups Private Line (secondary DID for executives) Interoperability with third-party PBX or trunks Presence interoperability with third-party PBX RCC (click-to-call) with on-premises PBX Malicious call trace Unassigned number Network QoS - DSCP Media path optimization Phone number management CDR and billing reporting Integration with call center solutions (Aspect) Client Support Lync 2010 full client Lync Web App for participating in scheduled meetings Lync 2010 Attendee client (joining meetings) Lync for Mac client Page 64

70 Feature A3C-CC Basic A3C-CC Standard & A3C-L Standard Office Communicator 2007 R2 client Lync 2010 Phone Edition (Lync-based IP phones) Lync 2010 Attendant client (receptionist rich client) Lync 2010 Mobile client IM and media encryption IM filtering IM archiving (server side) On Request On Request Exchange/SharePoint interoperability Presence interoperability with Exchange and SharePoint on-premises Presence interoperability with Exchange A3C Online and SharePoint A3C Online Unified Messaging interoperability with Exchange Online Unified Messaging interoperability with Exchange on-premises A3C Lync and Lync on-premises, and administration Server/cloud coexistence (split domain) on user basis (some users on-premises, some users online) Splitting workloads (for example, IM/presence/voice on-premises, conferencing in the cloud) PowerShell support Lync Control Panel (using RBACS Template) Basic Reporting Reporting (CDR) Reporting (QoE) Third-party API support Client-side APIs Server-side APIs * Audio and video not supported for A3C-CC Basic users Page 65

71 Lync 2010 System Requirements The table below contains the minimum hardware and software requirements for the Lync 2010 client: System Component Operating System System Software Office Clients Browser Software Computer/Processor Display Resolution Graphics Hardware Memory Telephony Video Source Minimum Requirement Windows 7 Windows Vista Service Pack 2 Windows XP Service Pack 3 Mac OS X 10.5 (Leopard), 10.6 (Snow Leopard) Windows Server 2008 Microsoft.NET Framework 3.0 (for Windows XP) Java client (for Macintosh OS X) Microsoft Office 2010 SP1, Office 2007 SP2 Office 2008 for Mac and Microsoft Entourage 2008 Web Services Edition Office 2011 for Mac Lync Clients Internet Explorer 7 or later Mozilla Firefox 3.x Apple Safari 3.x Data and voice: 1 gigahertz (GHz) or higher processor; 2 GHz 32-bit or 64-bit processor recommended. For video: Dual Core 1.9 GHz or higher for VGA. For the Microsoft RoundTable conferencing device: 2 GHz or higher. 1024x768 required Support for Microsoft DirectX 9 application programming interface 128 MB of graphics memory (minimum) Microsoft Windows Display Driver Model driver Pixel Shader 2.0 in hardware 32 bits per pixel 1 GB of RAM (2 GB recommended). 4GB of RAM for voice and video Lync certified microphone and speakers, headset with microphone or equivalent device. USB 2.0 video camera or other approved video device Page 66

72 Bandwidth Requirements Installation and Updates Automatic Installations Data: 56 kbps (minimum); 56 kbps (high-quality). Voice: 50 kbps (minimum); 80 kbps (high-quality). Video: 50 kbps (minimum); 250 kbps for CIF, 600 kbps for VGA, 1.5 Mbps for High Definition (high-quality). RoundTable device: 50 kbps (minimum); 250 kbps (high-quality). The required and recommended bandwidth speeds are cumulative. For example, to use voice, webcam, and the RoundTable device, the minimum bandwidth would be =150 kbps. Administrator privileges or, in Standard User mode, administrator credentials. Microsoft Silverlight 4.0 is installed automatically during setup. Page 67

73 3 IT Service Management 3.1 Conditions Generic service conditions are documented in the Atos MS Standard Service Conditions document - Atos Managed Services Standard Service Conditions, (see also note in section 1.3). In addition, the following service-specific conditions are applicable: Subject Condition Minimum number of seats On-premise Active Directory A3C is targeted at customers with 3000 seats and up. Any customer using the first version of A3C is required to manage user accounts in an on-premise or hosted Active Directory. Customer that do not manage their user accounts in Active Directory cannot use A3C at this time Coexistence with the customers Active Directory is mandatory. To this end Atos will provide an A3C DirSync service as well as a direct line or VPN connection enabling a trust relationship between the customers A3C AD and the on=premise AD. Coexistence includes Single Sign-on functionality. A3C coexistence This service is limited to one Active Directory forest only and requires customers to acquire a server license for Microsoft FIM Connecting with multiple Active Directory forest environments will be charged as a separate project. A3C is designed and deployed based on the number of users that are established during the customer's discovery activities with Atos. Additional capacity is built into the initial planning and deployment of services based on common growth scenarios and stated customer growth. Service Changes and Growth When user growth greater than 15 percent in one quarter is predicted, the customer is asked to notify the A3C team to allow appropriate evaluation and planning of service expansion. This notification process applies to increasing the number of Lync users as well as expanding the scope of customer usage scenarios (such as deployment of mobile devices) or introducing new applications that run within the A3C Communication environment. Page 68

74 In the case of a customer who is integrating a merger or acquisition into its service, several configuration and migration choices must be reviewed, in addition to pure capacity planning. Mergers and acquisitions are treated as separate projects, with full detailed discovery and onboard planning, so that all required changes can be accounted for, along with enhancing the infrastructure to meet new requirements. Page 69

75 4 Service and Support Levels The systematic for Standard Service Levels for availability and support are documented in Atos Managed Services Standard Service Levels (see also note in section 1.3). Based on these generic definitions this chapter defines the availability levels, support levels and other service-specific levels valid for this service. 4.1 Service Availability Object or Service Availability Set1 n/a n/a n/a Service Availability Window 5*9 hour (business days) *10 hours (business days) 08:00 18:00 5*16 hours (business days) *24 hours (all days) 24 hours a day 99.9% * Within Business Critical Service Window 1 Maintenanc e Window Business Days, 08:00-18:00 Business Days, 18:00-08:00 next day Saturdays, 08:00 - Sundays, 12:00 Saturday, 08:00 - Sunday, 12:00, once a month Twice a year, Saturday 08:00 - Sunday 24:00 X * Excluding Maintenance Windows 4.2 Support Availability Business Hours relate to the time zone of the country where A3C is contracted (customer location). Atos operates in 3 regions and supports business hours as follows: Page 70

76 Region Europe GBU s delivering Cloud services Germany, France, The Netherlands, UK/I Atos GBU receiving Cloud services, user location Benelux, CEE, France, Germany, Iberia, N&SWE, UK/I Time Zone supported in customer/receiving GBU UTC, UTC+1, UTC+2 US NAM NAM, LATAM UTC-5,UTC-6,UTC-7 APAC Asia Pacific Asia Pacific UTC+7, UTC+8 Support Availability Support availability window 5*9 hour (business days) n/a 5*10 hour (business days) Set1 5*16 hours (business days) n/a 7*24 hours (all days) 24 hours a day n/a Within Business Critical Service Window n/a Incident handling window Priority 1: Priority 2, 3, or 4: 7*24 hours: All days, 24 hours a day 5*9 hours: Business Days, h Set1 Priority 1: 5*16 hours: Business Days, h Priority 2, 3, or 4: 5*9 hours: Business Days, h All priorities: 5*9 hours: Business Days, h Within Business Critical Service Window Standard Change handling window 5*9 hours: Business Days, h 5*10 hours: Business Days, h 5*16 hours: Business Days, h 7*24 hours: All days, 24 hours a day Within Business Critical Service Window Support language n/a n/a n/a n/a Set1 n/a n/a n/a Page 71

77 English; French 4.3 Additional Service Levels / KPIs Name Description Level / Value n/a n/a n/a For all service levels specified above (unless indicated otherwise), service level measuring and reporting is included. The measurement period for service level reporting is 1 month (specific dates as defined by the customer contract). Page 72

78 5 Reporting Here is a list of the reports intended to be provided along with this service. Report Description Belongs to logical service module(s) Level / value Reporting period A3C Usage Overview A3C Incidents and Service requests Show number of each A4C Service Plans assigned including the financial results. Show % of basic Service Plans vs. Total number of Service Plans Assigned (cannot exceed 30% Show quarterly changes in number of service plans (cannot downscale with more than 15% per quarter) Show monthly overview of open/closed incidents and service request Basic Service n/a Monthly Basic Service n/a Monthly Messaging Service (Exchange) Availability Show availability by measuring access to a referenced mailbox at a regular interval Basic Service 99.9% (measurement period 1 month) Monthly Messaging Service (Exchange) OWA Availability Show availability by measuring service responsiveness of the OWA URL Basic Service 99.9% (measurement period 1 month) Monthly Collaboration Service (SharePoint) Availability Show availability (check the availability of the SharePoint URL every 5 minutes on a regular basis) Basic Service 99.9% (measurement period 1 month) Monthly Collaboration Service (SharePoint) Performance Show performance data (The time for access to the SharePoint URL measured in regular intervals) Basic Service 95% under 2 sec Monthly Collaboration (SharePoint) Server Assets Show various asset data (#site collections, GB used, GB available) Basic Service n/a Monthly Communication Service (Lync) Availability Show availability of the Edge Pool by measuring access at a regular interval Basic Service 99.9% (measurement period 1 month) Monthly Page 73

79 6 Standard Service Requests / Transactions This chapter details the service standard service requests that will be applied. This table is intended for customer-discussions with solution architects; the technical transaction values and the connection to reporting are described in detail in provider-internal design documents. te: The abbreviation SSR will be used further on as a synonym for Order Transactions (TA) and Standard Service Requests (SSRs). Standard Service Request / Transaction Description Pricing concept Included in standard service ServicePlan-Add ServicePlan-Modify ServicePlan-Remove Bulk Update (Service Plan)-New Mailbox-Restore Mailbox-Cancel Bulk Update (Messaging)-New Blackberry Device Connectivity-Manage Assign an A3C service plan to a user Change the A3C service plan assigned to a user Remove an A3C service plan from a user Permits to request for a bulk update of predefined automated SSRs Restore a disconnected mailbox for a user Disconnect the mailbox from an active user Permits to request for a bulk update of predefined automated SSRs Allow blackberry device access for a user Per User Per User n/a Per User n/a n/a n/a Per User Mailbox Size-Modify Update user mailbox size Per 5 GB Secondary Adress- Manage Blackberry Device Connectivity-Manage (server side) Federation-Manage Communication Service-Modify Recording (CDR)- Manage Update user secondary SMTP addresses Permits to request the complementary Blackberry server side option as a specific and complementary project and billing option Update user federation options (XMPP Gateway) Update user communication options (Audio/Video calls & File Transfer) n/a Per User (minimum of 100 users) Per Gateway n/a Update user recording options n/a Bulk Update Permits to request for a bulk n/a Page 74

80 Standard Service Request / Transaction Description Pricing concept Included in standard service (Communication)-New update of predefined automated SSRs ServerSide Federation- Manage Manage server Side option for federation of the customer (XMPP Gateway) Per Gateway IM Archiving (server side)-manage Activate IM Archiving server Side option for the customer Per User (all Lync users) Recording (CDR server side)-manage Activate Recording server Side option n/a OfficeWebApp-Manage Activate Office Web App server Side option n/a Bulk Update (Collaboration)-New Permits to request for a bulk update of predefined automated SSRs n/a Collaboration Service- Modify Update Customer collaboration options (Larger site quota/larger MySite quota) Per 10 GB Page 75

81 7 Abbreviations and definitions Generic service terminology is documented in the Atos MS Standard Service Terminology document, Atos Managed Services Standard Service Terminology, (see also note in section 1.3). In addition, the following service-specific terminology is applicable: Abbreviation / term: ACL API BCS BDC BES BS 7799 CAC CDR CIF CTI DID DNS EAS ECP FBA GUI HD HTML HTTP/S IaaS IIMF IM IMAP IP ITIL KPI LAN LoB MAPI Explanation Access Control List Application Programming Interface Business Connectivity Services Business Data Catalog Blackberry Enterprise Server Standard for Information Security Management Call Admission Control Call Details Records Common Intermediate Format Computer Telephony Integration Direct Inward Dialing Domain Name System Exchange ActiveSync Exchange Control Panel Forms Based Authentication Graphical User Interface High Definition Hypertext Markup Language Hypertext Transfer protocol/secure Infrastructure as a Service Intelligent IM Filter Instant Messaging Internet Message Access Protocol Internet Protocol Information Technology Infrastructure Library Key Performance Indicator Local Area Network Line of Business Messaging Application Program Interface Page 76

82 NDR OAB OCS ODF OWA P2P PBX PIN POP PSTN QoE RAS RBA RBAC RGS RIM RPC RPO RSS RTO S/MIME SaaS SCP SDK SIP SLA SMS SMTP n-delivery Report Offline Address Book Office Communications Server Open Document Format Outlook Web App Peer-to-Peer Public Branch Exchange Personal Identification Number Post Office Protocol Public Switched Telephone Network Quality of Experience Remote Access Service Resource Booking Assistant Role Based Access Control Response Groups Service Research in Motion Remote procedure Call Recovery Point Objective: The acceptable amount of data loss at the conclusion of the data recovery process Really Simple Syndication Recovery Time Objective: The acceptable amount of time the service can be down before being brought back online Secure/Multipurpose Internet Mail Extensions Software as a Service Service Connection Point Software Development Kit Session Initiation Protocol Service Level Agreement Short Message Service Simple Mail Transfer Protocol Page 77

83 SOX SSL TLS TTL UC UM URL VDI VGA VPN WAN WCF WebDAV XMPP The Sarbanes Oxley Act, also known as the 'Public Company Accounting Reform and Investor Protection Act' and 'Corporate and Auditing Accountability and Responsibility Act' and commonly called Sarbanes Oxley or SOX, is a United States federal law enacted on July 30, 2002, which set new or enhanced standards for all U.S. public company boards, management and public accounting firms. It is named after sponsors U.S. Senator Paul Sarbanes and U.S. Representative Michael G. Oxley Secure Sockets Layer Transport Layer Protocol Time to Live Unified Communications Unified Messaging Uniform Resource Locator Virtual Desktop Infrastructure Video Graphics Array Virtual Private Network Wide Area Network Windows Communication Foundation Web-based Distributed Authoring and Versioning Extensible Messaging and Presence Protocol Page 78