MHA Service Level Agreement for Managed Outlook

Transcription

1 MHA Service Level Agreement for Managed Outlook 2014 Managed Hosted Applications Limited. In Commercial Confidence October 2014

2 CONTENTS Product Specific Notes... 2 Managed Outlook Hosted Exchange Services... 2 Managed Control Panel... 3 Policy Recommendations... 4 Access Policy... 4 Password Policy... 4 Internet Access Policy... 5 Bandwidth and Mobile Data Policy Policy... 5 MHA Service Level Summary... 5 PRODUCT SPECIFIC NOTES MANAGED OUTLOOK HOSTED EXCHANGE SERVICES MHA strongly advise against businesses using as a guaranteed service for securing orders or for any time critical activities. Internet as a whole is not a guaranteed service. MHA recommend discussing these requirements with our technical team so we can advise the best methods for customers to ensure is being sent and received in a timely fashion. While MHA ensure our systems are available in accordance with our SLA, MHA are not responsible for information that does not make it to the perimeter of our mail system. is not an instantaneous system there is a delay of up to 15min. This is due to Grey listing. Grey listing is a method of defending users against spam. A mail transfer agent (MTA) using grey listing will "temporarily reject" any from a sender it does not recognize. If the mail is legitimate the originating server will, after a delay, try again and, if sufficient time has elapsed, the will be accepted. If the mail is from a spam sender, sending to many thousands of addresses, it will probably not be retried. This is to add additional security to our users. If MHA are required to track an inbound or outbound from our system, and MHA find that there is no issue with our Managed Outlook service in the receipt or delivery of the information, MHA will charge for the time and materials involved in tracking the information. If MHA are required to explain a mail system message that does not relate to MHA s mail system, MHA will charge for the time and materials involved in tracing and explaining to the end user the mail system messages. MHA provide tools that allow administrators to delegate mailbox access to other users. MHA are not responsible for the consequences of delegated access been provided to the wrong staff within a business Managed Hosted Applications Limited. In Commercial Confidence P a g e 2

3 MHA are not responsible for the bandwidth that the end user consumes while using the Managed Outlook product. MHA will advise of typical bandwidth requirements based on standard business activity and past experience. MHA has the right to monitor the amount of mass outbound (such as in the case of a newsletter mail-out) and charge if MHA need to incur bandwidth charges in order to deliver the . MHA will discuss this with the customer if the outbound goes beyond typical business use. MHA have the right to monitor the amount of mass outbound (such as in the case of a newsletter mail-out) and charge if MHA need to incur bandwidth charges in order to deliver the . MHA will discuss this with the customer if the outbound goes beyond typical business use (acceptable use policy). Microsoft Exchange is NOT a mass ing product. If the customer wishes to send mass , MHA have the right to advise that the customer runs the campaign through a dedicated mail house product. MHA is not responsible for any data charges incurred by the customer on their mobile devices while using the Managed Outlook product. This includes any roaming data charges for customers working offshore from NZ. MHA recommends customers discuss any data plans and charges with their mobile phone provider prior to travelling. MHA are not responsible for upload speeds or performance issues arising from use of internet connections that are not supplied through MHA. MHA cannot be responsible for an account that exceeds 5GB in size. If there is an issue with a user s account. MHA require the user to archive/delete out of their mailbox until the mailbox is less than 5GB in size. At this point MHA can then run tools to troubleshoot the mailbox. DATA RESTORATION FROM BACK-UP REQUEST. MHA conducts regularly scheduled backups related to the Services but does not guarantee their availability to You. Server backup scope and scheduling is at MHA's sole discretion. Data restore requests initiated by You may be initiated through the administrative control panel as an extended service request, subject to availability of the relevant Data. MHA DOES NOT MAINTAIN HISTORICAL BACK-UP COPIES FOR THE PURPOSE OF POINT IN TIME DATA RECOVERY. MHA STRONGLY URGES OUR CUSTOMERS TO BACK-UP THEIR ACCOUNT DATA (INCLUDING ALL MAILBOX AND PUBLIC FOLDER DATA) THEMSELVES OR TO ARRANGE FOR THIRD-PARTY BACKUP SERVICES, EITHER VIA MHA OR EXTERNALLY. MANAGED CONTROL PANEL MHA provide a control panel (Cortex) that allows MHA technical staff, as well as the customer to control and provision hosted services for the customer. In many instances, MHA provide the customer access to the control panel as a way of conveniently controlling staff movements in the business. The customer acknowledges that ALL changes made in the control that incur costs (such as setting up new users, turning on new services) are acknowledged and recorded by the customer for reconciliation at billing time. By signing in to the control panel, the customer fully acknowledges that they will accept the charges of any new services or additions that they add to their users or company account Managed Hosted Applications Limited. In Commercial Confidence P a g e 3

4 Changes made in the control panel take effect immediately. The customer understands that these changes happen within a 1-10 minute period from implementing the request. MHA deliberately have removed ability for any service to be deleted to cater for any accidental deletion of services or data. Any requests for a user or service to be removed should be directed to support@mhacloud.com The customer acknowledges that by signing in and using the control panel, they understand its workings and the control they have with the system. Any mistakes made by the customer that need to be rectified by MHA technical support staff will be chargeable. POLICY RECOMMENDATIONS MHA provide products and services that you can integrate into your entire IT Strategy. MHA recommend that you work with your HR department and Managers/Directors to ensure that the MHA products are used productively, legally and aligned with your other web and communication policies. ACCESS POLICY MHA recommend that you cover the terms of access to your business systems clearly within your individual employee contracts and / or company policies. Please ensure that you have clearly stated in your employee contracts or policies that you may, if required, have access to employee logins and information if you intend to request MHA provide access between users in the system. You will want to closely align this to the privacy section of your employee contract or company policies. MHA have the right to refuse configuring access until we have been provided written instruction by the CEO/GM or Director of the business. MHA will not be held responsible for any misuse of the Managed Desktop system. When you have staff leave, we recommend that you immediately disable the user via your control panel or contact MHA to do so. PASSWORD POLICY MHA authentication systems automatically prompt you to change your password every 40 days. MHA strongly recommend you keep your password private. Remember, your username and password is your key into the system for all MHA products. MHA provide a control panel where a customer s IT administrator can access user accounts to disable and change passwords should you feel there is any type of security breach. If you are unfamiliar with the control panel, please ask MHA support staff to ensure you are up and running with this tool. It is the complete responsibility of the customer and their employees to protect their system passwords and access to the system at all times. Neither the customer nor their employees should share their passwords. MHA have no liability for any security breach arising from the customer s or their employees failure to keep passwords secure Managed Hosted Applications Limited. In Commercial Confidence P a g e 4

5 INTERNET ACCESS POLICY Different companies have different approaches to blocking web content to employees. While Social Networking sites have their merits in business, MHA are in no way affiliated with these websites and are not responsible for any issues arising from their misuse. MHA encourages its customers to put in place strict internet access policies and can facilitate any necessary environment lock-downs on request. BANDWIDTH AND MOBILE DATA POLICY MHA is not responsible or liable for the amount of internet bandwidth that the customer or its employees use while accessing MHA systems. Please ensure that your methods of connection to the internet are sufficient and that all users are familiar with how to connect and what it means to connect from different hardware types. MHA will not be held responsible for costs incurred from improper use. (i.e. overseas roaming charges from personal iphone etc.) POLICY MHA strongly recommends against customers putting in place any kind of SLA with their customers with financial penalty based around delivery times. is not a guaranteed service world-wide. MHA are merely responsible for the that you send and receive, trans versing our mail servers. MHA are not responsible for the delivery of once s leave our servers successfully, and have no control over incoming until it enters our first line mail systems. An can often go through many systems and processes between the sender and the recipient and both ends will have spam protection and filters in place that may delay or stop the receipt of an message. If a customer requires MHA to trace an that has not been received or delivered and it is found that the MHA mail system has successfully passed through the message, MHA reserve the right to charge for the time required tracing the messages. We advise that you implement a strict policy as MHA will not be held responsible for any misuse of the system. When you have staff leave, we recommend that you immediately disable the user via your control panel or contact MHA to do so. MHA SERVICE LEVEL SUMMARY MHA is an honest, ethical and approachable company. If the customer is dissatisfied with MHA s performance to deliver its core hosted application product set, the customer must make every endeavour to discuss the service level issue with their account manager at their earliest convenience. If MHA attempt to contact the customer in regards to a service level issue to organise to meet or discuss the problem, the customer must make themselves available to work through the issues with MHA. MHA are not responsible for performance issues with the service accessed by inadequate customer hardware or third party network services. MHA have the right to recommend up to date hardware or network services that can be monitored to ensure they are performing to an adequate standard to access the hosted applications Managed Hosted Applications Limited. In Commercial Confidence P a g e 5