OUTSOURCERY CLOUD MAIL SERVICE DESCRIPTION Document Version 1.0
INTRODUCTION Workplaces are changing. Teams are more distributed. People need productivity tools that enable them to work from virtually anywhere. Yet, despite organisations technology investments, users struggle to stay connected with colleagues and the business. Slow innovation in traditional technologies such as telephony forces users to choose other modes for collaboration and communication. This makes it more challenging for IT professionals to deliver new capabilities in an integrated, cost-effective, and secure manner. Outsourcery Cloud Mail provides more than just email. It connects users in new ways, regardless of their physical location. Exchange 2010 forms an important element of the Unified Communications platform, delivering a fresh, intuitive user experience. Outsourcery hasn t just taken Exchange 2010 and deployed the software in our cloud like many other providers. Outsourcery has added and integrated business grade Instant Messaging, Presence and market leading AntiSpam/ Anti Virus functionality to provide our customers with a product which dramatically improves communication, collaboration and business productivity. With the functionality of Exchange 2010 integrated with Microsoft Lync, Cloud Mail brings together the different ways people communicate in a single interface. It is deployed as a unified platform, and is administered through a single management infrastructure. The unified nature of the system helps reduce costs and facilitates rapid user adoption. Cloud Mail meets the highest security, resilience and disaster recovery standards and offers an unparalleled level of reassurance for customers with business-critical systems in the cloud, combined with Microsoft Lync for a truly best-of-breed Unified Communication solution. This guide provides an overview of the features available with Outsourcery Cloud Mail Outsourcery Cloud Mail is a hosted messaging solution that delivers the capabilities of Microsoft Exchange 2010 as a cloud-based service. It gives users rich and familiar access to email, calendar, contacts, and tasks across PCs, the web, and mobile devices. With Outsourcery s Cloud Mail, organizations can take advantage of sophisticated messaging capabilities without the operational burden of on-premises server software. This document provides information technology (IT) professionals with an overview of the capabilities of the Outsourcery Cloud Mail service. 2
INFRASTRUCTURE Cloud Mail is a hosted service, which is delivered from Outsourcery s O- Cloud platform. The infrastructure is the backbone to the cloud and Outsourcery has invested millions in making sure the data centre and network are among the most secure, resilient and highest spec available. Tier 3+ data centre: built to Tier 3+ Uptime Institution standards with fully resilient, power, cooling and environmental systems High quality Carrier Grade network: utilising multiple internet breakouts across redundant and geographically disparate networks using BGP peering provides Quality of Service right into the core of the Outsourcery network Intelligent, proactive security measures: To ensure the ultimate in customer confidence our security appliances provide the most advanced Intrusion Prevention Systems (IPS), Network Behavioural Analysis (NBA) and Denial-of-Service (DoS) Protection, fully protecting our network against known and emerging network security threats Integrated Disaster Recovery Service: ensures customers can choose to match recovery time objectives with the needs of their business, whilst keeping costs under control PLATFORM Outsourcery s platform strategy is to utilise best of breed technologies from enterprise vendors only. This ensures maximum uptime and performance, high levels of flexibility and interoperability. Best-of-breed technologies: We ve invested over 3000 man hours in developing our platform using the latest generation of HP server blades and Intel processors combined with HP storage and HP networking. Engineered and tested to the highest level in conjunction with HP High performance virtualisation: All servers are virtualised using Windows Server 2008 R2 Hyper-V; independently tested by Enterprise Strategy Group Research and awarded Best in Class for running Microsoft applications from Exchange Server to Lync Extremely resilient platform: N+1 redundancy across all components combined with an enterprise-class management suite means we can offer a 99.99% financiallybacked availability guarantee 3
OPERATIONAL EXCELLENCE Outsourcery has invested over 500,000 to ensure the processes, accreditations and standards by which we run our business are uniquely tailored to provide an agile management framework for the Cloud. ITILv3 trained support teams and ITIL Service Management frameworks means you are supported by best-practice processes with transparent Service Level Agreements that can be tailored to your organisation We ve invested in obtaining ISO27001 & ISO9001 accreditations for information security management Comprehensive support and single point of contact with expertise to fault find across all products and technologies including Exchange and Lync TRANSFORMATION AND ADOPTION Our team of Cloud Consultants are experts in the unique benefits and challenges of cloud computing and entirely focused on assisting customers in transforming their business applications into optimised Cloud Services. Helping you plan for Cloud: A dedicated Project Management team with accreditations in Microsoft SureStep, PRINCE2 and Agile methodologies mean we are able to pick the methodology that suits each project, providing ultimate flexibility from design through to delivery Helping you migrate to the Cloud: As Microsoft s Hosting Partner of the Year 2010 we are experts in making your transition to the cloud simple, efficient and painless. Our team is one of the most recognised in the industry and has a selection of tools and skills designed to make migrations an unqualified success Helping you achieve faster ROI: Microsoft certified experts in every technology we sell mean we are experts in recognising your business needs and designing a solution quickly and efficiently. FUTURE PROOF SOLUTION We understand that our customers and partners are investing in us for the future and as such need to feel secure in their choice. That is why we ve designed and built O-Cloud to handle future traffic demands and communication methods. 4
HP Converged Infrastructure: Our network has been wired-once to handle speeds of up to 40GB, far beyond the needs of today s business applications Capacity on demand: O-Cloud is architected using pre-designed and preengineered pods of HP technology enabling us to add capacity with minimum risk and disruption Data Centre Capacity: We have deployed O-Cloud into two data centres, providing options for expansion as required RELIABILITY AND AVAILABILITY Intrusion monitoring: Outsourcery continuously monitors our systems for any unusual or suspicious activity. If Outsourcery detects such activity, it investigates and responds appropriately. In the unlikely event that a significant incident occurs, the customer is notified Security audits: Outsourcery regularly assesses its infrastructure to ensure that the latest compliance policies and antivirus signatures are installed, along with high-level configuration settings and required security updates High availability: Outosurcery s Cloud Mail has a minimum of 99.93 percent scheduled uptime. If a customer s service is affected, Outsourcery offers financial remedies subject to the terms and conditions of the SLA Business continuity: Redundant network architecture is hosted at geographically dispersed Outsourcery UK data centres to handle unscheduled service outages. The data centres act as backups for each other: If one fails, the affected customers are transferred to another data center with limited interruption of service SELF SERVICE Outsourcery s Administation Portal: This easy-to-use web based portal provides Admin users with the ability to manage users, administer services, reset passwords and download key information DATA CENTER LOCATIONS Outsourcery s primary and backup data centres are both located within the UK. 5
SYSTEM REQUIREMENTS Software Supported Version Operating systems Windows 7 Windows Vista Service Pack 2 Windows XP Service Pack 3 Windows XP Home Edition is supported but will not support federated identity Windows XP Media Center Edition is supported but will not support federated identity Mac OS X 10.5 (Leopard), 10.6 (Snow Leopard) System software Microsoft.NET Framework 3.0 (for Windows XP) Java client 1.4.2 (for Macintosh OS X)* Office clients Microsoft Office 2010 or Office 2007 Service Pack 2 Office 2008 for Mac and Microsoft Entourage 2008 Web Services Edition Office 2011 for Mac and Outlook 2011 for Mac.NET 2.0 or later Microsoft Lync 2010 Communicator for Mac Browser software Outosurcery s Administration Portal Browser software Outlook Web App Internet Explorer 7 or later Mozilla Firefox 3.x Apple Safari 3.x Internet Explorer 7 or later Firefox 3 or higher Safari 3 or higher on Macintosh OS X 10.5 Chrome 3 and later versions Outlook Web App also has a light version that supports a reduced set of features across almost any browser CLOUD MAIL PACKAGES For a shared/multi-tenanted Cloud Mail solution, there are three types of subscriptions available: Enterprise Cloud Mail: provides a rich user experience for Exchange 2010. It incorporates Symantec Anti-Virus and Anti-Spam and integrates with Microsoft Lync to support higher productivity and efficiency Essential Cloud Mail: is designed for users who require fewer messages and reduced collaboration; it does not include the Outlook client or Lync, and has a reduced mailbox capacity Essential Cloud Mail 2GB: provides more storage to the Essential Cloud Mail product. 6
PACKAGE FEATURE COMPARISON Cloud Mail is available in different packages, designed to suit different users needs All Cloud Mail services are delivered on 1 month contracts ESSENTIAL CLOUD MAIL A browser-based email service suitable for users who need key functionality at a lower cost Cloud Mail Features ESSENTIAL CLOUD MAIL 2GB An additional storage option for Essential Cloud Mail users ENTERPRISE CLOUD MAIL A feature-rich communication solution that includes elements of Microsoft Lync Total mailbox space per user 500MB 2GB 25GB* Advanced Anti-Spam and Anti-Virus protection from Symantec.cloud Microsoft Forefront Anti-Virus Security Outlook Web App (OWA 2010) Outlook Anywhere x x Outlook 2010 Client x x Unified Lync Messenger: Pc-to-PC IM & Presence, voice and video calls ActiveSync (iphone, Android, Windows, and other Smartphones) Administration Control Panel Security and Resiliency: Tier 3+ UK Data Centre, 24/7 Security 99.93% Uptime Guarantee Geographic Redundancy: Data Replication in duel-site architecture Back Up - Regular back-ups as standard UK, ITIL based Technical Support *This is an unlimited mailbox with a 25GB fair use policy BlackBerry Enterprise Service Domain Name Premium UK Technical Support Cloud Mail Migrations Remote Administrator Training x Platform Features Basic Support Included Additional Options x Basic Support Included Seamlessly and securely integrate with Cloud Mail Basic Support Included Out of hours critical incident support, and enhanced services for Cloud Mail Migrate mailboxes, calendars and other user data to Cloud Mail Unified Messaging Cloud Mail and Lync Combined Combine Cloud Mail with Unified Lync for the most benefits. Unified Messaging adds internal and external conferencing, and voice features to Cloud Mail to deliver a full communications solution. 7
Unified Messaging - Group Messenger Unified Messaging - Communicate Unified Messaging - Communicate Enterprise Cloud Mail plus internal multi-party IM&P, voice, video and conferencing and unified messaging Cloud Mail plus PBX replacement and unified messaging Cloud Mail plus internal and external voice, video and conferencing, PBX replacement and unified messaging CLOUD MAIL DETAILED FEATURE LIST Outsourcery Cloud Mail SERVICE FEATURES Mailbox size 500 MB (Essential user) 25 GB (Enterprise user) Message size limits (max attachment size) 25 MB Recipient limits 500 recepients/day Message rate limits 30 messages/second Deleted item recovery 14 Days Deleted mailbox recovery 30 Days CLIENT ACCESS Outlook 2010 support Outlook 2007 support Outlook Anywhere (RPC over HTTPS) Outlook Cached Mode Outlook Online Mode (not recommended) Autodiscover (for Outlook and mobile) Outlook Web App Internet Explorer 7+, Safari 3+, Firefox, Chrome Outlook Web App light experience Almost any browser Outlook Web App: Vanity URL Customer can set up a redirect (http://mail.contoso.com) Outlook Web App: session time-out Default: 6 hours Configurable up to 24 hours Public/private computer logon option No WebReady document viewing Disable web access Limit web access to internal users (requires Active Directory Federation Services federation) Instant messaging and presence connected to web email client Macintosh support (rich client) Entourage 2008 Web Services Edition IMAP POP MOBILITY Windows Mobile devices Windows Mobile 6.0+ Other Exchange ActiveSync devices (such as iphone) Remote device wipe (implementation varies by mobile device manufacturer) 8
Customize Exchange ActiveSync security policies and settings, including PIN/password lock Disable Exchange ActiveSync access Mobile device allow/block/quarantine Over-the-air-update for Outlook Mobile Mobile SMS sync (through Exchange ActiveSync) SMS (text messaging) notifications BlackBerry (via BES) BlackBerry (via BIS) EMAIL/INBOX Send on behalf of and send as Shared mailboxes Server-side email forwarding Inbox rules Tasks Conversation view and actions (such as ignore conversation) MailTips and MailTips customization Connected accounts (aggregate mail from multiple external email accounts) 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 Offline Address Book Global Address List photos External contacts (in Global Address List) CALENDAR Out-of-office auto-replies Cross-premises calendar free/busy (mix of on-premises/cloud users) Federated calendar sharing Publish or subscribe to calendar thorugh ical Side-by-side calendar view in web client Resource mailboxes (for example, for conference rooms or equipment) Outlook 2010 Room Finder SECURITY Anti-spam (AS) Outsourcery Cloud Mail Microsoft Forefront Protection for Exchange Anti-Spam protection from Symantec.Cloud 9
Antivirus (AV) Safe and blocked senders (configurable at the organization level) Opportunistic TLS for inbound/outbound email Forced TLS for inbound/outbound email S/MIME PGP COMPLIANCE/ARCHIVING Disclaimers Transport rules Personal archive Journal messages to external or onpremises archive Multi-mailbox search (e-discovery) Legal hold ADMINISTRATION Administration through a Web-based interface (Exchange Control Panel) Administration through command line shell (PowerShell) Role-Based Access Controls (RBAC) Message tracking Usage reporting Auditing APPLICATION ACCESS/CUSTOMIZATION 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 Outsourcery Cloud Mail Microsoft Forefront Protection for Exchange AV for inbound/oubound, Forefront AV internal Anti-Virus protection from Symantec.Cloud, with limitations No Outlook Web App support No No No Some data can be extracted using PowerShell No No 10
GENERAL INFORMATION Accessing Cloud Mail Outsourcery Cloud Mail allows users to connect to their mailboxes from a variety of devices and platforms. All network connectivity occurs over the Internet, and VPN connections are not required. Microsoft Outlook: Microsoft Outlook is a rich email program that includes support for calendaring, contacts and tasks. Outsourcery Cloud Mail supports Microsoft Outlook 2010 and Microsoft Office Outlook 2007. Outlook Web App: Microsoft Office Outlook Web App is a web-based version of the Outlook email program that is used with Exchange. Wherever users are connected to the Internet at home, at the office, or on the road they can access their email through Outlook Web App. Anti-Spam and Antivirus Filtering Outsourcery Cloud Mail uses Microsoft Forefront Protection and Anti-Virus and Anti-Spam from Symantec.Cloud for Exchange. This is a complete enterprise-level email filtering technology, to help protect incoming, outgoing and internal messages from malicious software transferred through email. All messages transported through the Exchange service are scanned for viruses and malicious software. This service uses proprietary anti-spam technology to help achieve high accuracy rates. The technology uses multiple, complementary anti-virus engines to help detect viruses and other malicious code spread through email. Administrators do not need to set up, configure, or maintain the filtering technology because antivirus and anti-spam protections are preconfigured. Administrators can manage advanced controls over anti-spam, anti-virus and email control settings, directly through the Exchange Administration Portal. DISCLAIMERS Laws or other regulatory requirements may require organisations to add disclaimers to users email messages. Outsourcery Cloud Mail lets administrators add disclaimers to messages in transit using transport rules. Administrators can create custom disclaimers for different groups in an organization and can control whether the disclaimers are applied to internal messages, outbound messages or both. Exchange Web Services (EWS) can perform specialized actions, such as querying the contents of a mailbox, posting a calendar event, creating a task, or triggering a specific action based on the content of an email message. 11
PUBLIC FOLDERS Public folders are supported in Outsourcery Cloud Mail. TECHNICAL SUPPORT For contact information and further information around Outsourcery s Technical Support offering please refer to the Outsourcery Cloud Mail Support Services Descrpition. MICROSOFT LYNC IN CLOUD MAIL Outsourcery provides some Unified Lync features integral to Cloud Mail. Outsourcery Unified Lync Messenger Features: IM & Presence; 1-2-1 audio & video calls and 1-2-1 conference tools (desktop sharing, whiteboarding) Customer Benefits: Speeds up communications and increases productivity from all users, especially remote or field workers. They can connect and communicate from anywhere with an internet connection. The cost of internal phone calls is reduced. Unified Messaging Unified Messaging (UM) is the handling of voice, email, instant messages and other Exchange features in a single solution that a user can access by email or by phone. Users are notified by email of missed phone calls, voicemails can be retrieved via email and calendars can be accessed by phone Outsourcery s Unified Messaging product combines Cloud Mail with Unified Lync to deliver email, calendar, telephony and conferencing as a single, integrated product CLOUD MAIL MIGRATIONS Cloud Mail Migration offers users secure, documented and tested ways to move from their existing mail provider to Outsourcery Cloud Mail. A structured migration plan is vital if customers are to move successfully to any new email platform. Unless the customer is a start-up company, they will have existing data, contacts, calendar entries and other items that they will need to import to Cloud Mail. Outsourcery s Cloud Mail Migration service will manage this migration, making a customer s journey smooth and secure. 12
MOBILE EMAIL Outsourcery offers some key benefits for companies and employees enabling mobile working with all of our cloud email offerings: Mobile workers can turn downtime into productive time by using mobile messaging devices to stay in touch with co-workers, customers and business partners. This enables faster response times and greater customer satisfaction Organisations can increase agility and flexibility by using mobile devices to keep your mobile workers up to date when they re away from traditional desktop or laptop work environments Executives and key decision makers can stay better informed and connected by using mobile messaging devices to keep abreast of changes or events in their businesses Users can find and act on needed information no matter where you are You can save money with push email which reduces your reliance on older technologies such as SMS Messaging Never lose your contacts or data again when replacing a device. All your contacts, emails, tasks and other data are saved on the server and can be automatically synchronized to your new device 13