SITSS Office 365 email (outlook) services for schools 2015

School IT Systems Support (SITSS) SITSS Office 365 email (outlook) services for schools 2015 School IT Systems Support Standards and School Effectiveness Hertfordshire Development Centre Published May 2015 SROB220, Robertson House, Six Hills Way, School IT Systems Support (SITSS), Stevenage, Herts, SG1 2FQ Herts for Learning Ltd

Office365 W15 E-mail: Standard Support OWA user interface and features: Resolve questions about how to use various features, where they are found in the user interface etc. Limited to the default e-mail features and functionality Microsoft have made available. Connectivity: Advise where possible. Obtain clear description of issue, affected user(s), OS and web browser prior to any escalation. Generic break-fix issues: Resolve issues where normal Microsoft default functionality and features are broken e.g. users can t access their e-mail, no new mail is arriving etc. Limited to the e-mail features and functionality Microsoft make available by default. Please note that although SITSS have considerable technical expertise with Office365 E-mail, there may be cases where we have insufficient access to the system and are dependent on pursuing a support case with Microsoft. Password resets: Reset on or more passwords. All temporary passwords will be e-mailed to the school admin@ account. Pre-requisites: Requires a clear list of mail addresses and suitable authorisation e.g. Headteacher to reset password a staff account in a primary school, ICT co-ordinator or admin@ account to reset student accounts in a primary school. Account creation/deletion: Create or delete one or more accounts. Pre-requisites: Requires clear list of users and for several that must be in CSV form. We need: First Name, Last Name, Display Name, e-mail address. Any required membership of existing global distribution groups must be clearly conveyed. Account disable/enable: Disable one or more accounts. Pre-requisites: Requires a clear list of mail addresses and suitable authorisation e.g. Headteacher to disable/enable a staff account in a primary school, ICT co-ordinator or admin@ account to disable/enable student accounts in a primary school. Account modifications Amend/correct display names, or rename an account and e-mail address e.g. just married. Pre-requisites: Requires a clear list of mail addresses and required changes. Note changes to e-mail address will make the new one the primary e-mail address and the old one a secondary so they will still receive mail sent to the old address. Account aliases Add one or more additional e-mail addresses to an account Pre-requisites: Requires a clear list of e-mail address for the mailbox and the additional e-mail addresses. We need to know the rationale for additional e-mail addresses because this may not always be the most effective solution to the problem e.g. in some cases a separate mailbox is a better solution. 2

Office365 W15 E-mail: Standard Support User Management Rights: Give one or more existing accounts User Management rights and direct towards guidance document. Pre-requisites: Requires a clear list of relevant mail addresses and suitable authorisation e.g. Headteacher in a primary school. Create/Manage Global Distribution List Amend users belonging to an existing global distribution list or create and populate a new global distribution list e.g. All Staff, SLT Pre-requisites: Requires a clear list of relevant mail addresses and suitable authorisation for potentially sensitive groups e.g. SLT would need to sanction membership of an SLT group. Calendar Sharing (within organisation only) Supply guidance for user interface method or configure ability to access a calendar belonging to another mailbox. Pre-requisites: Clear information on which mail addresses should have access to which calendars and whether the access should be Reviewer (read-only), Author (add and subsequently amend their own entries), or Editor (add and subsequently amend any entries). Authorisation for access to potentially sensitive calendars should be given by their owner e.g. Headteacher should sanction access to their calendar. E-mail attachment issues Advise on issues concerning e-mail attachments, failure to open etc. Pre-requisites: Clear description of the attachment type e.g. Word *.docx file. SPAM/security concerns Any SPAM/security concerns Pre-requisites: Clear description of the issue and where relevant, permission for us to view the specific e-mails. Junk E-mail false positives Advise on use of individualised mail rules to prevent mail being directed to Junk E-mail. Implement rules at an organizational level if that seems appropriate to SITSS. Pre-requisites: Clear description of the issue and where relevant, permission for us to view the specific e-mails. Cost of the Service Standard Office365 Email Support 1-99 100-199 200-299 Pupil numbers 300-449 450-649 650-999 1000 + 151 176 202 224 296 371 410 (Office365 Standard support is automatically included in SITSS Fully Managed network contracts at NO additional charge 3

Office365 W15 E-mail: Advanced Support Delegate Access Grant a user rights to more than one mailbox and explain how to access in Outlook Web Access. Pre-requisites: Clear description of which user needs access to which mailbox(es) in terms of e-mail addresses. Suitable permission from SLT or the owner of additional mailbox that will be accessed. Deleted mailbox recovery Recover a mailbox accidently deleted by a user with User Management rights. Pre-requisites: We MUST be notified well within 30 days and need a clear description of what happened and the e-mail address and display names for the affected mailbox. Mail routing and delivery issues Investigate issues where mail has apparently failed to arrive from or be sent to an external address. Pre-requisites: Clear description of the issue and permission for us to view the specific e-mails. Forwarding Configure forwarding or advise on archival when member of staff leaves school Pre-requisites: Relevant e-mail address. Bad Word Mail blocking Configure organisational rules to prevent transmission of e-mail containing prohibited words. Pre-requisites: School must understand risks of false positives and provide a list of words. Restrict send/receive targets for pupils Configure organisational rules to limit pupils to receiving mail from, or sending mail to a limited set of external addresses. Pre-requisites: School to provide a clear list of source and target domains. These can be wildcards e.g. *.sch.uk for any address ending sch.uk. Disclaimers Configure system to add a disclaimer to all outbound e-mail Pre-requisites: School must agree and supply the text for the disclaimer. ADDITIONAL cost for the service to be added to the standard Office 365 support. Advanced Office365 E- mail Support 1-99 100-199 200-299 Pupil numbers 300-449 450-649 650-999 1000+ 151 176 202 224 296 371 410 This service is NOT included within any other SITSS service. It is an add-on to Standard Office365 Support service only. 4

Office365 W15 E-mail: Commissioning Tasks The following services can be purchased on a pay as you use basis. Detailed costs are available depending on the scope of the task. Create a new Office365 Tenancy (*.herts.sch.uk) Pre-requisites: Tenancy is for an existing *.herts.sch.uk domain or sub-domain where DNS is hosted by Updata. Create a new Office365 for Education tenancy for a *.herts.sch.uk domain. Request and co-ordinate DNS changes with Updata. Implement and standard configuration e.g. mail routing rules. Hand over administration credentials in cases where the entire tenancy will be administered by school. Limited to the scenario in the description. It does not include creating users or migrating mailboxes. See variant below for cases when the domain is not *.herts.sch.uk Create a new Office365 Tenancy (any domain) Pre-requisites: Full access to DNS hosting account in order to make changes. In some cases we will consider doing this if school delegates us authority to direct their DNS hosting provider to make changes. Note: Not all DNS hosting providers support sufficient functionality to make the necessary DNS changes. Create a new Office365 for Education tenancy for a domain which is not a *.herts.sch.uk domain. Implement or request and co-ordinate DNS changes with DNS hosting organisation. Implement and standard configuration e.g. mail routing rules. Hand over administration credentials in cases where the entire tenancy will be administered by school. Limited to the scenario in the description. It does not include creating users or migrating mailboxes. Since it is dependent on an unknown DNS provider we cannot undertake to successfully complete this in all cases, however time spent establishing that obstacle will still be charged (1 hour). 5

Office365 W15 E-mail: Commissioning Tasks RM Easymail to Office365 migration Pre-requisites: Full access to RM Easymail administration. Create a new Office365 for Education tenancy for a *.herts.sch.uk domain. Migrate all mailboxes. Migrate contacts for five accounts chosen by school (doing this for more accounts is a cost option). Co-ordinate changes with RM, Serco and Updata. Implement and standard configuration e.g. mail routing rules. Hand over administration credentials in cases where the entire tenancy will be administered by school. Limited to the scenario in the description. It does not include any configuration in the school e.g. Microsoft Outlook, upgrades to the supported version of Internet Explorer (currently Internet Explorer 10) or alternative supported versions of web browsers like Chrome. RM Unify Active Directory Synchronisation and integration with Office365 Pre-requisites: SITSS technical support contract for school s ICT system. Configure RM Unify including integration with Office365 TBA. (unknown at this time) November 2013 Restricted Address List for Students, Staff and Governors Pre-requisites: Existing accounts are identifiable via membership of a relevent distribution group, a strict account naming convention or an accurate CSV containing their e-mail addresses. This involves multiple steps and to enable and configure address book policy. The result is that a student user can only see other student users in the people section of the OWA interface and will not see Staff details and addresses. Staff users will continue to be able to see all users including Students and Governors. Governors will see Governors and Staff addresses. Limited to the scenarios in the description. Some more complex arrangements such as limiting what more than one type of user can see in the people tab are possible, but plausibility, commissioning time and difficulty will depend on an assessment of the specific requirements. 6

Office365 W15 E-mail: Commissioning Tasks Enable One Drive cloud storage: Office 2013 integrated Pre-requisites: Office 2013 must be licensed and installed on school computers (upgrading from earlier versions typically has significant independent costs). Accounts gaining access to Sky-Drive Pro are identifiable via membership of a students distribution group, a strict account naming convention or an accurate CSV containing their e-mail addresses. This involves obtaining and assigning licences permitting the One drive feature allowing users to store files and documents within their Office365 account. Note: Sensitive data and documents covered by the Data Protection Act should NOT be kept in One Drive. Limited to the scenario in the description. This does not cover configuration of any other Office365 features. Enable One Drive cloud storage: Systems without Office 2013 Pre-requisites: Accounts gaining access to One Drive are identifiable via membership of a students distribution group, a strict account naming convention or an accurate CSV containing their e-mail addresses. This involves obtaining and assigning licences permitting the One drive feature allowing users to store files and documents within their Office365 account via an installable client software for Windows 7 and greater. Note: Sensitive data and documents covered by the Data Protection Act should NOT be kept in One Drive. Limited to the scenario in the description. This does not cover installation and/or configuration of the Skydrive Pro client software on computers, nor does it cover configuration of any other Office365 features such as Skype for business Online or Sharepoint Online. Active Directory User & Password Synchronisation Pre-requisites: Requires a new member server in the Windows domain, a correct CSV mapping local Windows accounts to any existing Office365 accounts and users to be synchronised must be organised in separate OUs from users that won t be synchronised. Install and configure DirSync to replicate users and passwords to Office365 tenancy. To be determined following assessment of requirements and a review of local Windows infrastructure. 7

Office365 W15 E-mail: Commissioning Tasks Mailbox Export/Import Pre-requisites: Administrative access to source and destination Office365 tenancies. Export a full mailbox from an Office365 account and import into a different mailbox in a different Office365 organization. Limited to the scenario in the description. For multiple mailboxes commissioning time and cost will depend on an initial assessment of the requirements. Configure Retention Tags and Archiving Export a full mailbox from an Office365 account and import into a different mailbox in a different Office365 organization. Limited to the scenario in the description. For multiple mailboxes commissioning time and cost will depend on an initial assessment of the requirements. For any further information on any of the services please contact the SITSS Service Desk on 01438 844777 option 1 then option 2. 8