G-Cloud Service Definition Atos Accredited Unified Communications for Cloud Microsoft Lync SaaS
Atos Accredited Unified Communications for Cloud SaaS The Atos Accredited Unified Communications (Unified Communications - Microsoft Lync) is an enterprise class communication service managed by Atos, providing a reliable, security-enhanced communication environment based on the latest version of Microsoft Lync Server with single sign-on access from any accredited device, at any time and delivered from the Atos Accredited Secure Cloud. Reduce costs ROI? The Atos Accredited Unified Communications 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 Atos Accredited Unified Communications 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. Stay secure and compliant Unlike most public cloud services, Atos Accredited Unified Communications allows customers to have their data stored in the UK and within the Atos Accredited Secure Cloud, making sure that the service complies with CESG requirements. Flexibility Atos Accredited Unified Communications is a 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 boundaries. Proven technology The Atos Accredited Unified Communications service is based on industry leading technologies from Microsoft. Presence information Unified Communications 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* Unified Communications 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 ii
What is it? What does lync do for you? IM&P Atos Accredited Unified Communications for Cloud is an enterprise unified communications solution managed by Atos, based on Microsoft Lync technologies and is targeted at customers that want to take advantage of the benefits of the cloud computing model, but have specific UK Government functional or compliance requirements that prevent them from moving to either private cloud offerings or public cloud offerings such as Microsoft's Office 365. Features of the service include: Cost benefits of sharing the infrastructure layer while having a dedicated application layer provides the flexibility, isolation and security of a fully dedicated environment. Synchronization capabilities that enable on-premises customer directory information to be replicated continuously with the Atos Accredited Email customer directory Seamless access to the service from a wide range of accredited devices, whether they are inside their corporate network or accessing the service from the approved devices connecting from the Internet with VPN. What makes us unique? The Atos Accredited Unified Communications for Cloud is delivered with the following mix of unique capabilities: Dedicated application layer provides the flexibility, isolation and security of a fully dedicated environment. Single sign-on access to Lync services from any accredited device, at any time and delivered from the Atos Accredited Secure Cloud. UK based with Customer data being held and processed within the UK in ListX data centres Secure environments are certified to the appropriate UK impact level (IL3) via Pan Government Accreditation process, providing Customers with confidence that the service is secure. Automation of the entire infrastructure with a very high level of software tooling, including remote monitoring and automatic alerting, allowing the Customer to have information available as to the status of the services Atos Accredited Email for Cloud offers secure, flexible and scalable unified communications for customers requiring UK impact level IL3 security. The Atos solution enables public services agencies to: Move existing (and new) Lync services into highly secure and scalable Cloud architectures Run an evergreen Lync services with the latest, securely patched SaaS unified communication platform iii
Bring existing licences from Microsoft s software assurance to be deployed for existing and new users Enable remote working and remote access for civil servants, citizens, businesses, employees and students Introduce flexible billing where services are only charged when consumed Securely access the service from a private WAN or PSN (IL3). iv
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Contents 1. Introduction... 1 1.1 Service summary... 1 1.2 How this product can be used... 2 2. Service overview... 4 2.1 Service plan overview... 4 2.1.1. Service Details... 4 2.1.2. Overview... 4 2.1.3. Client Access... 4 2.1.4. Capabilities Currently Not Available... 15 2.1.5. Service Plan Feature Capabilities... 15 2.1.6. Lync System Requirements... 19 3. Information assurance... 21 4. Backup/restore and disaster recovery... 22 5. On-boarding and off-boarding... 23 6. Pricing... 24 7. Service management... 25 7.1 Service Continuity Management... 25 7.2 Recovery Scope... 25 7.3 Usage and Performance Metrics... 25 7.4 Usage Metrics... 26 7.5 Conditions... 26 8. Service constraints... 27 9. Service levels... 29 9.1 Service and Support Levels... 29 9.2 Service Availability... 29 9.3 Support Availability... 29 10. Financial recompense... 31 11. Order and invoicing process... 32 12. Termination terms... 33 12.1 By consumers (i.e. consumption)... 33 12.2 By the Supplier (removal of the G-Cloud Service)... 33 13. Abbreviations and definitions... 34 vi
1. Introduction Atos Unified Communications (Unified Communications - Microsoft Lync) provides UK public sector organisations with enterprise class communication services. In 2013 Atos achieved Pan Government Accreditation for the Atos IL3+ Accredited Secure Cloud Platform as a Service (G2.039.003). The Unified Communications platform is built on the basis of this platform. The Unified Communications 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, Customers can transform their interactions with colleagues, customers and partners from today s hit-and-miss communication to a more collaborative, engaging, and effective experience. Offered as a cloud service by Atos, and is delivered from within the Atos Assured Secure Cloud in Atos data centres in the UK, all delivered to Impact Level IL3 and via the Public Sector Network (PSN). The solution is based on Microsoft technologies using Microsoft Lync and is targeted at customers that want to take advantage of the benefits of the cloud computing model, but have specific UK Government functional or compliance requirements that prevent them from moving to either private cloud offerings or public cloud offerings such as Microsoft's Office 365. Organizations that choose Unified Communications 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. Unified Communications provides synchronization capabilities that enable onpremises customer directory information to be replicated continuously with the Unified Communications customer directory in the Atos data centres. As a result, users have seamless access to the service from a wide range of devices, whether they are inside their corporate network or accessing the service from the approved devices connecting from the Internet with VPN. Keywords: Collaboration, Communication, IM, Lync, IL3, Secure, PSN. 1.1 Service summary The Unified Communications service is a next-generation communications service that is based on Microsoft Lync, and that connects people in new ways, anytime, from virtually anywhere in a reliable, security-enhanced environment with the flexibility to meet changing Customer needs. Unified Communications is available as a standalone service, but can be combined with other complementary services from Atos, including the following: Atos Accredited Email - A Messaging service based on Microsoft Exchange Atos Accredited Collaboration - A Collaboration service based on Microsoft SharePoint Important service characteristics: UK based: The Customer data is held and processed within the UK in ListX data centres meeting UK requirements The Customer data is not sent or held off-shore ensuring the data remains within the UK territory 1
Processing of Customer information assets is not carried out off-shore Secure: Environments are certified to the appropriate UK impact level (IL3) via Pan Government Accreditation process, providing Customers with confidence that the service is secure Cleared: Operations staff are UK Security cleared Automated: Atos manages the entire infrastructure with a very high level of software tooling, including remote monitoring and automatic alerting, allowing the Customer to have information available as to the status of the services Processing capacity is located in multiple Atos data centres Atos manages the Atos IL3+ Accredited Secure Cloud computing environment in accordance to ISO 9001 and ISO 27001 standards. Atos believes this enables delivery at UK CESG Impact Levels 0, 1, 2 and 3. 1.2 How this product can be used Organizations can gain the following major benefits from using the Unified Communications service: Know whether others are available to communicate: Making repeated attempts to reach others by phone or email is an all-toocommon 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 discussion or a time-sensitive decision has to be made. Unified Communications 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. Unified Communications 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 Unified Communications, users can collaborate, share information, and coordinate their efforts in real time, all within the context of an existing workflow. Unified Communications supports an integrated conferencing experience, enabling users to join the same conference from the PC via the Microsoft Lync client Collaborate within *SharePoint sites: Unified Communications serves as the presence engine for Microsoft SharePoint team sites and portals, providing presence and Instant Messaging access from within SharePoint Server sites. Now 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. 2
Communicate with other organizations running Lync: The Federation feature of Unified Communications 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. Federation is restricted in Unified Communications across approved networks supported by the PGA accreditation. (e.g. PSN IL3) Reduce costs: Unified Communications facilitates rich and engaging communications across and outside and organization without expensive business travel or costly phone bills. The Unified Communications 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 Unified Communications 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 Unified Communications customers Limits The customer is responsible for updating client software if necessary * Services additional to Unified Communications to be provided by the customer or as additional services provided by Atos 3
2. Service overview 2.1 Service plan overview 2.1.1. Service Details This section describes the features of the Unified Communications service. Where applicable, customer options are noted, along with feature limits and the responsibilities of Canopy and its customers. For a consolidated list of the Unified Communications service specifications, see the Service Plan Feature Capabilities in paragraph 2.1.3.36. 2.1.2. Overview The Unified Communication service comprises of 2 service plans: Unified Communications WebIM Unified Communications Standard 2.1.3. Client Access Accredited Unified Communication users have several client options for access to the service: Lync 2010 & 2013 Lync for Mac 2011 Lync Web App Lync Attendee Lync Mobile clients for ios (iphone/ipad), Android, Windows Phone and Symbian All client access must be from an accredited device. Only Web App is available in the Unified Communications WebIM version. Lync Client The Lync 2010 & 2013 desktop client is supported on accredited devices by Unified Communications Standard (not support on WebIM version). The Lync client 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 client. Customer Responsibilities Customers are responsible for deploying the most recent version of the Lync client. Limits No third-party clients are supported The Unified Communications with Atos Accredited Email Basic Service Plan only supports presence and IM functionality delivered through Outlook Web App 4
For more information on Lync client system requirements, refer to paragraph 2.1.6 Lync System Requirements The Lync client is supported in virtualized environments (VDI, XenApp). Running audio and video workloads in a virtualized environment when using Lync 2010 is not supported. For more details see: http://support.microsoft.com/kb/2560826 For support of Lync 2013 in virtualized environment please see details: http://office.microsoft.com/en-gb/lync-help/faqs-for-lync-in-a-virtual-desktopinfrastructure-vdi-environment-ha103465485.aspx 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. Limits For more information on Lync for Mac 2011 system requirements, refer to paragraph 2.2.3.37 Lync 2010 System Requirements Some features that are in the Windows client (i.e. Application sharing) are not available with the Mac client. For more details see: http://technet.microsoft.com/en-us/library/gg425836.aspx Not supported in the WebIM version Lync Mobile Clients Microsoft Lync 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 Limits 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 Only accredited devices will be allowed to connect to the service Dial-out conferencing whereby Lync calls the mobile device to join meetings is not available in the current version of Unified Communications Not supported in the WebIM version 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, PSN (IL3) or an organization's corporate network. All Unified Communications service traffic is encrypted, including IM text, for enhanced security. Limits 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 5
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 Not 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 Unified Communications 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. Limits 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 Accredited Unified Communications 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 Version Windows 8 Outlook 2013 Exchange Server 2013 Exchange Server 2010 SP1 Windows 7 Windows Vista SP2 Outlook 2010 SP1 Office Outlook 2007 SP2 Outlook 2010 SP1 Office Outlook 2007 SP2 Exchange Server 2010 SP1 Exchange Server 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 2010. 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. Limits Outlook integration is available only for those Outlook users who have the Lync 2010 or 2013 desktop client installed and properly configured. Outlook client and Exchange messaging must be provided either separately by the customer, or via an approved Atos service. 6
Presence Integration with SharePoint Accredited Unified Communications integrates presence with SharePoint using the same presence indicator that is displayed in the Lync client. Unified Communications users can initiate many useful Lync functions (send an instant message, send an email message, or check calendar status) directly from a SharePoint site, making collaboration easy and intuitive. Limits SharePoint presence integration is available only via Canopy approved SharePoint service PC-to-PC Audio and Video Communications Accredited Unified Communications 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. Conversation quality may vary depending on customer network performance. For the best experience, use a device that is optimized for Lync. Accredited Unified Communications 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 15 352 * 288 100-250 VGA 25 640 * 480 400-600 HD 20 1280 * 720 800-1500 Panorama 15 1056 * 144 100-350 Customer Responsibilities Limits Provide Lync 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 Not supported in the WebIM version File Transfer Accredited Unified Communications provides PC-to-PC file transfer capability permitting users to transfer files as part of a Lync session. Limits File transfer is subject to the network policies that the organization applies to its corporate, VPN, and wireless networks Data Access Accredited Unified Communications does not provide call detail records (CDR), and Quality of Experience (QoE) data to customers in the first release. 7
IM Archiving (Optional) Microsoft Lync Server provides the option to archive instant messaging (IM) content sent through the Unified Communications service. Customers can choose to archive internal IMs, external IMs or both. Limits 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 can be priced separately Remote Access Remote access is currently not available in Unified Communications as the service requires that the device be known and authenticated to allow for PGA accreditation Address Book and Distribution Lists Using Lync, Accredited Unified Communications 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 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. Limits 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 No 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 8
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 Unified Communications 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 contact card Photo configuration. Customers can control whether users are able to display their photo in the Lync contact card Interoperability Lync Business Partner Federation Lync federation enables an Accredited Unified Communications user to connect with users in other organizations that use on-premise OCS/Lync or other Unified Communications service customers. 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. Canopy does not control encryption after messages are passed to the federated partner s network. NOTE: Federated communication will only be available over approved PGA accredited networks. Customer Responsibilities Limits Provide necessary information, using the change management process, so that Canopy 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 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 File transfer is not available between Unified Communications and federated connections The Unified Communications service only supports federation traffic routed via the PSN (IL3) XMPP Gateway federation (Optional) 9
Accredited Unified Communications provides customers the ability to expand connectivity to business partners by allowing basic presence sharing and twoparty IM with Extensible Messaging and Presence Protocol (XMPP). Customer Responsibilities Limits Provide necessary information, using the change management process, so that Canopy 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 Federation only supports federation traffic routed via the PSN (IL3) 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 PSN (IL3) XMPP Gateway Federation is an optional service and will be charged separately Accredited Unified Communications and Lync Server (on-premise) The current version of the Microsoft Lync technology does not allow coexistence between the Accredited Unified Communications service and an on-premise Lync environment using a single SIP domain. Therefore, it is not possible to deploy a subset of users in Unified Communications and other users on-premises using a single SIP domain name. Lync federation can be used to enable users to communicate between Accredited Unified Communications and Lync on-premises deployments, using different domain names. Accredited Unified Communications and Exchange Server (on-premise) Accredited Unified Communications supports presence interoperability with an onpremises deployment of Exchange Server 2007 and Exchange Server 2010. The Unified Communications service provides presence updates based on calendar information and out-of-office details that appear in Lync. Accredited Unified Communications and SharePoint Server (on-premise) Accredited Unified Communications interoperates with on-premises SharePoint Server for presence and click-to-communicate in SharePoint sites. This interoperability requires the Lync client to run on the user s desktop. 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 10
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 Accredited Unified Communications 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 Accredited Unified Communications 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 The Accredited Unified Communications 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. 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 Accredited Unified Communications service through the Canopy 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 Accredited Unified Communications, users can collaborate, share information, and coordinate their efforts in real time, all within context. Customer Responsibilities Limits 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 11
Device hardware is not supported as part of the Accredited Unified Communications service Initiating Lync meetings is not supported for Accredited Unified Communications Basic subscribers Lync Audio Accredited Unified Communications provides multiparty audio conferencing capabilities. Accredited Unified Communications 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). Limits Limited to PC-to-PC audio, audio breakout services are currently not supported. Lync Video Accredited Unified Communications enables users to connect via high quality video sessions. Both person-to-person and multiparty sessions are supported. Users can easily schedule a Lync Meeting with video or seamlessly escalate an IM session to a video call. 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. Limits Recording and Playback of Lync sessions is not supported for Accredited Unified Communications Basic subscribers The ability to allow recording within an organization can be disabled by submitting a Service Request Conferencing Device Support Accredited Unified Communications provides support for Lync certified conference room devices that facilitate Lync Meetings. Customer Responsibilities Provide and manage Lync-optimized conference room devices Limits Canopy will provide service configuration information for setup of the meeting room device to Unified Communications. Device hardware is not supported as part of the Unified Communications subscription Content Sharing Accredited Unified Communications provides powerful PC-to-PC and multiparty data sharing capabilities including desktop sharing, application sharing, 12
PowerPoint presentation (via uploading for more control), virtual whiteboard, annotations, and polling. Limits 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 Accredited Unified Communications Content sharing for Lync 2011 for Mac users is limited to desktop sharing The content sharing feature is not available to Accredited Unified Communications Basic subscribers Scheduled Lync Meetings The Lync client includes an Outlook plug-in that provides users with single-click 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. Ad-Hoc Lync Meetings Users can start or join an ad-hoc Lync meeting easily with just a few clicks in the Lync client or within Office (provided the Lync client is properly installed and configured). Accredited Unified Communications enables users to escalate simple instant messaging conversations or email conversations to PC-based, multiparty audio and video meetings with shared desktops, applications, and documents. Limits 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 Accredited Unified Communications Basic subscribers Lync Attendee The Lync Attendee is a rich meeting client that allows PC users who do not have Lync installed to participate in Lync Meetings. Lync Attendee can be installed on a per-user basis, which enables the Customer to selectively deploy this client, or the Customer can allow users to download and install it as needed. This feature allows access to presence, instant messaging, and other real-time communications capabilities. Lync Web App Lync Web App is a browser-based version of Lync 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: 13
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. The Lync Web App is the only version presented in Unified Communications WebIM External Participant Support External users - those who do not have a user account in the Customer s organization or in a supported federated domain - can participate in Lync meetings as long as they are connected via an approved PGA accredited network. Also called anonymous users, these participants are able join meetings using the Lync 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. Design Overview The Accredited Unified Communications 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 Accredited Unified Communications 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 Canopy network configuration responsibility includes allocation of IP address space for each customer in Canopy data centers. All connectivity (e.g. PSN (IL3)) and internal networks are the customer s responsibility to provide. Domains Customers can configure their own domain to work with the Unified Communications service. Customers can create email addresses, Lync accounts, and distribution lists that use the customer s domain name. Customer Responsibilities Limits Customers must provide Canopy with each of the valid - SMTP domains to be included in the IM service to enable proper SMTP-to-SIP domain mapping and configuration Canopy uses certificates from public authorities that are listed in the Microsoft Support article KB 931125 14
Due to security risks, sharing certificate private keys is not allowed Multiple SIP Domains Accredited Unified Communications 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 email domain name they are accustomed to using. Adding new SIP domains requires submitting a Service request and obtaining a new certificate. Network and Bandwidth requirements Accredited Unified Communications is available to the Customer over the PSN (IL3) or on an approved and accredited government network connection. It may replace applications that are currently operated within the Customer s company network. The traffic that previously was confined to the Customer s network will now travel between the Customer s network and the PSN (IL3). Customers must ensure that their connection to the PSN (IL3) 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: http://technet.microsoft.com/en-us/library/gg413004.aspx and http://www.microsoft.com/download/en/details.aspx?id=19011 2.1.4. Capabilities Currently Not Available The following services are currently NOT available as part of the Accredited Unified Communications service and will, depending on customer demand, be made available in future releases: Enterprise Voice - 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 (voicemail) Dial-in PSTN Audio Conferencing 2.1.5. Service Plan Feature Capabilities Feature Unified Communications WebIM IM/presence and Lync-to-Lync calls 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 Unified Communications Standard 15
Feature Apps Unified Communications WebIM Interactive contact card in Office Lync Skill Search in SharePoint Server (on-premise) Unified Communications Standard Lync Skill Search in SharePoint Online Persistent Group Chat Privacy mode Lync external connectivity (federation) 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) IM/presence with AOL, Yahoo Meetings (audio/video/web conferencing - Basic : Lync Attendee not OWA) Meeting attendee capacity 250 250 Desktop sharing Application sharing White boarding and annotations PowerPoint upload for online presentations Upload for other file types Multimedia content upload Polling 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 plug-in) Outlook delegation for scheduling meetings Lobby Interoperability with certified partners for dial-in audio conferencing (ACP) Phone dial-out from scheduled meetings 16
Feature via third-party dial-in conferencing service Unified Communications WebIM 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 Unified Communications Standard 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) Access to Exchange Online voicemail 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) 17
Feature Interoperability with third-party PBX or trunks Presence interoperability with third-party PBX Unified Communications WebIM Unified Communications Standard 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 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 Assured Email Online and Assured SharePoint Unified Messaging interoperability with Exchange Online Unified Messaging interoperability with Exchange on-premises Unified Communications and Lync on-premises, and administration Server/cloud coexistence (split domain) on user basis (some users on-premises, 18
Feature some users online) Splitting workloads (for example, IM/presence/voice on-premises, conferencing in the cloud) Unified Communications WebIM Unified Communications Standard PowerShell support Lync Control Panel (using RBACS Template) Basic Reporting Reporting (CDR) Reporting (QoE) Third-party API support Client-side APIs Server-side APIs 2.1.6. Lync System Requirements The table below contains the minimum hardware and software requirements for the Lync client: System Component Operating System System Software Office Clients Browser Software Computer/Processor Display Resolution Graphics Hardware Minimum Requirement Windows 7 & 8 Windows Vista Service Pack 2 Mac OS X 10.5 (Leopard), 10.6 (Snow Leopard) Windows Server 2008 Microsoft.NET Framework 3.0 Java client 1.4.2 (for Macintosh OS X) Microsoft Office 2010 SP1, Office 2007 SP2, Office 2013 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 19
System Component Memory Telephony Video Source Bandwidth Requirements Installation and Updates Automatic Installations Minimum Requirement 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 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 (highquality). Round Table device: 50 kbps (minimum); 250 kbps (high-quality). The required and recommended bandwidth speeds are cumulative. For example, to use voice, webcam, and the Round Table device, the minimum bandwidth would be 50+50+50=150 kbps. Administrator privileges or, in Standard User mode, administrator credentials. Microsoft Silverlight 4.0 is installed automatically during setup. 20
3. Information assurance This service is intended to be offered at HM Government Security Impact Level 3 and is specifically intended for delivery over a minimum IL 3-3-4 network. Canopy will seek the relevant CESG PGA accreditations for the core platform implementation, however the customer is recommended to seek the advice of their own accreditor for the purposes of end-end validation of the service for security, integrity and availability compliance. Canopy has considerable experience of providing services at different levels of assurance. Canopy IL3+ Accredited Secure Cloud currently has a number of products on G-Cloud that have received Pan Government Accreditation (PGA). Details can be found on the Cabinet Office website at: http://gcloud.civilservice.gov.uk/customer-zone/accreditation-status/. These services include: Atos Platform as a Service (PGA Reference G2.039.003, RMADS v1.1, 21 March 2013) has been granted full accreditation for the period 10/04/2013 to 30/04/2014 for impact levels 3, 3, 4 (confidentiality, integrity and availability). Atos High Performance Security (Reference G2.039.040, RMADS v1.1 8 March 2013) has been granted full accreditation for the period 10/04/2013 to 30/04/2014 for impact levels 3, 3, 4 (confidentiality, integrity and availability). Atos holds global multi-site ISO 27001:2005 certifications that cover all of Atos UK locations and Atos are therefore also able to provide a comprehensive range of other IT services complying with lower IL (0,1, & 2) requirements that are delivered in accordance with the recommended ISO27001 controls. Independent audits of Atos compliance with ISO9001:2008 and ISO27001:2005 second surveillance are performed by EY CertifyPoint. EY CertifyPoint is the certification body chosen by Atos to deliver global multi-site certifications for ISO20000-1:2011, ISO9001:2008, ISO27001:2005 and ISO14001:2004+Cor 1:2009. Since Atos group is a worldwide organization with multiple sites and locations, EY CertifyPoint follows the rules mentioned in International Accreditation Forum Mandatory Document for the Certification of Multiple Sites Based on Sampling (IAF MD-1). 21
4. Backup/restore and disaster recovery The service is provided from a minimum of two Atos high availability data centres, with full service backup and restoration included in the service management charges. 22
5. On-boarding and off-boarding Do we want to offer Adoption and Change Management or Training as an option during on-boarding? Off-boarding we might need some words on decommissioning? 23
6. Pricing Pricing is based on per user per month, with a minimum of 12 months and 1000 users. Pricing excludes Client Access License. GSPLA client licenses can be provided on request. Package Price (excl. CAL) Unified Communications WebIM 2.00 Unified Communications Standard 2.15 Public Services Network IL3 Connectivity Atos provides IL3 connectivity to the PSN via the Inter Provider Encryption Domain (IPED). The SLA offered for this connection aligns to those outlined in the PSN Technical Domain Description (TDD). Our PSN connectivity is built for a high level of resilience at each data centre used for the GCloud service, employing full redundancy with diverse routing. The cost of this is service is up to 250 per month, per Mbit/s reserved bandwidth, per data centre. Note Customers wishing to use Atos IL3 GCloud services over the Public Services Network (PSN) must have an accredited PSN Code of Connection Compliance at the relevant Impact Level and use a PSN Direct Network Service Provider (DNSP) who can offer IPED IL3 services to Atos DNSP. The provisioned bandwidth on the customer access to the PSN IPED must be equivalent to that required for the Atos service delivery and any other services from other providers or legacy networks. 24