REDCENTRIC MANAGED EXCHANGE SERVICE SERVICE DEFINITION SD052 V1.2 Issue Date 01 July 2014
1) OVERVIEW The Redcentric Managed Exchange Service (MEX) is an email messaging service, hosted and managed by Redcentric, which is an alternative to the Customer deploying and managing their own on premise solution. Features include: Dedicated Microsoft Exchange instance tailored to the Customer s requirements Transition performed by Redcentric to de-risk migration from legacy environments Can utilise the Customer s existing Microsoft Exchange licence investment or Redcentric provided Microsoft Exchange licences Accessible by multiple methods such as Outlook, Outlook Web App, Exchange ActiveSync Day to day user and mailbox administration performed through an online portal Single sign-on utilising the Customer s existing Microsoft Active Directory domain accounts and passwords Supported 24x7 by Redcentric s technical support teams Option for single or dual data centre deployment to meet disaster recovery requirements Option for email archiving covering operational and compliance management Option for anti-virus & anti-spam, content & image filtering Option for Blackberry Enterprise Server integration Option for integration of the Customer s existing third party applications Page 1 Confidential
2) SERVICE DESCRIPTION 2.1) FUNCTIONALITY 2.1.1) MEX High Level Design Redcentric pre-sales consultants engage with the Customer prior to contracting for MEX to develop a high level design. The high level design covers details such as: Number of users and mailboxes Average and maximum mailbox size Client access methods Single or dual data centre deployment In and out of scope Customer third party applications Customer / Redcentric licence provision Additional services, including: Anti-virus, anti-spam, image control and content filtering Email archiving for operational, compliance management Blackberry Enterprise Server integration Wide area network connectivity Transition services required, including: Mailbox migration Email archive migration MEX charging options used (per mailbox, variable mailbox storage, fixed infrastructure charge) 2.1.2) Client Access Methods Dependent upon the Microsoft Exchange licences utilised, MEX is accessible through the following access methods: Customer Microsoft Exchange Client Access Licence type Redcentric provided Microsoft Exchange Subscriber Access Licence type Default access method(s) N/A Basic Outlook Web App via a web browser. N/A Standard Standard Outlook Web App via a web browser. Optional access method(s) Outlook AnyWhere Outlook application via MAPI Mobile device via Exchange ActiveSync Mobile device via POP/SMTP/IMAP Enterprise Enterprise Outlook Web App via a web browser. Outlook application via MAPI Outlook AnyWhere Mobile device via Exchange ActiveSync Mobile device via POP/SMTP/IMAP Page 2 Confidential
2.1.3) User and Mailbox Authentication Redcentric utilise Microsoft Active Directory domains and forests to provide MEX. Two forests are utilised with: Accounts forest - Customer forest containing domain(s) that hold user accounts and credentials that access MEX Resource forest - Redcentric forest containing the domain that holds the Microsoft Exchange Server installation Trust A one-way outgoing trust is established between the Redcentric resource forest and the Customer accounts forest Mailbox provision For all MEX users, a mailbox is created in the Redcentric resource forest and linked to user account in the Customer accounts forest Mailbox authentication The MEX users access their mailbox using their username and password held in the Customer accounts forest, achieving single sign-on 2.1.4) Mailbox Types MEX accommodates mailbox types of: user, shared, room or equipment. 2.1.5) Mailbox Size MEX can be provided with fixed mailbox sizes, using quotas to cap mailbox storage, or with variable mailbox sizes, where no quota is applied. In both cases Redcentric and the Customer will agree an average mailbox size that is used to baseline the MEX design and charge. For Customers that require flexibility to accommodate an unknown mailbox size, Redcentric will charge separately for the number of mailboxes and mailbox storage. 2.1.6) Email Archiving, Journaling & E-Discovery Email archiving can be deployed as part of MEX to manage the email life-cycle. This service utilises an Redcentric managed Symantec Enterprise Vault to provide policy based email management. Email journaling with e-discovery can be deployed as part of MEX to meet the compliance needs of the Customer. This utilises an Redcentric managed Symantec Enterprise Vault to provide journal mailbox archiving with Symantec Discovery Accelerator to enable Customer delegated access for legal / compliance cases. 2.1.7) Single / Dual Site Deployment MEX is deployed as either a single or dual data centre deployment to meet the Customer s needs for resilience. Single data centre deployments will utilise high availability features within the data centre to provide a high level of service availability. In the event of a failure at the data centre, the Service will remain unavailable until the data centre failure is rectified. Dual data centre deployments will utilise high availability features within the primary data centre to provide a high level of service availability. In the event of failure at the primary data centre, MEX will be reinstated at the secondary data centre. Page 3 Confidential
2.1.8) Third Party Application Integration MEX can integrate with the Customer s third party applications on a case by case basis. Each application s suitability for integration will be assessed as part of the pre-sales high level design and on-going service management. Further assessment, piloting and testing will be performed as part of the post-sale service transition. 2.1.9) Blackberry Integration Customer Blackberry access can be enabled as part of MEX. This requires hosting the Blackberry Enterprise Server(s) (BES) alongside the Exchange servers within the Redcentric resource forest. To reduce risk during the transition of Blackberry users onto MEX, Redcentric s preferred approach is to deploy new BES hosts during the migration period. This allows Blackberry users to be moved in manageable batches with a fallback position of staying on the Customer s existing BES solution. The migration process requires the Customer to obtain a temporary BES host licence during the transition period. Upon successful migration of all Blackberry users, the Customer will release the licence key from their BES hosts and apply new BES hosts. This requires the Customer to have a Blackberry support agreement in place during the transition and whilst the MEX service is provided. 2.1.10) Multi-Function Device Access MEX can accommodate access from multi-function devices such as printers and scanners. 2.1.11) Anti-Virus & Anti-Spam / Content & Image filtering MEX can be provided with anti-virus & anti-spam, content & image filtering services, or alternatively integrated with a Customer s existing service. 2.1.12) Recipient / Mailbox Management MEX provides the Customer with a portal that will be used for mailbox management. Except under exceptional circumstances, it is expected that the Customer will be responsible for adding, deleting and modifying user accounts on an on-going basis after the MEX service activation is complete. 2.1.13) Microsoft Licences MEX utilises Microsoft software to provide the service. Redcentric have designed MEX to allow the following use cases: Redcentric provide Exchange subscriber access licences via its Microsoft service provider licence agreement (SPLA) o This can selected as basic, standard or enterprise edition o This can include or exclude Microsoft Outlook licences o This can utilise academic, commercial or government SPLA depending upon the Customer category Customer provide Exchange client access licences (CALS) and Exchange server licences obtained through an enterprise agreement, benefitting from software assurance, through a Microsoft licence mobility agreement Customer provide Exchange client access licences (CALS) and Exchange server licences purchased as perpetual licences with no software assurance Redcentric will work with the Customer as part of the MEX high level design engagement to choose the appropriate licence method for the Exchange software. Page 4 Confidential
Redcentric will provide other licences to operate MEX where required. 2.1.14) Software Updates Redcentric may choose at its discretion to upgrade the Microsoft Exchange Server version, and supporting platforms, as required to continue to provide MEX. Where the Customer provides Microsoft Exchange licences, Redcentric will liaise with the Customer to plan and mitigate the upgrade process. 2.2) CUSTOMER DEPENDENCIES The following are Customer dependencies for MEX. 1) The Customer must have an existing Microsoft Active Directory forest and domain to host the user email accounts 2) The Customer must have, and maintain during MEX service period, a valid Blackberry support contract in the case where Blackberry device to MEX connectivity is provided 3) The Customer must provide, configure and support endpoint devices and client access software required to access MEX. Such as Blackberry devices, Windows laptops/desktops, Outlook clients and so on 4) The Customer must provide network connectivity between endpoint devices and MEX, except where included by Redcentric. 2.3) EXCLUSIONS The following are excluded from the scope of MEX. 1) Integration of MEX with other Exchange solutions deployed or utilised by the Customer, beyond the transition period. Such as on premise or hosted Exchange services 2) Support of the Customer s endpoint devices or client access software. Such as Smartphones, Blackberry devices, Windows laptops/desktops, Outlook clients and so on 3) Redcentric can only offer support for BES in-line with the contract support hours covered by the Customer s Blackberry support agreement Page 5 Confidential
2.4) ROLES AND RESPONSIBILITIES The following table categorises roles and responsibilities that apply to MEX. Use Case Add, remove or change a user, mailbox or distribution list Update permissions on a user or mailbox Responsibility Additional Notes Customer Customer Customer perform via MEX self-service portal Customer perform via MEX self-service portal Retire mailboxes Customer Customer to set leavers policy and retire mailboxes as users leave the organisation Full mailbox restoration Customer Customer to request via Redcentric change request process. Redcentric restores full mailbox from a backup copy. Public folder creation Customer Customer perform via MEX self-service portal Updating permissions and security settings on public folders Assigning email addresses to a public folder Customer Customer Customer to request via Redcentric change request process Customer to request via Redcentric change request process Public folder restoration Customer Customer to request via Redcentric change request process. Redcentric restores public folder from a backup copy. Exchange gateway settings Customer Customer to request via Redcentric change request process Maintain access to MEX via the in-scope mail protocols (POP3, SMTP, IMAP, ActiveSync, etc.) Redcentric Redcentric will monitor and manage the availability to meet the Service Levels detailed in paragraph 4). Service Levels and Service Credits below. Recover from a MEX failure Redcentric MEX is deployed with high availability features within a single data centre. This allows MEX to recover automatically from a single component failure, such as a firewall or server. In the event of an active mail database failure, the passive mail database copy will automatically be made available to continue service. This local recovery will be performed within 30 minutes with up 30 minutes data loss. If an unrecoverable mail database failure occurs, Redcentric will restore from a backup copy. This will be completed within 4 hours with up to 24 hours data loss. In the event of a data centre failure, where a single site deployment is used, MEX will be unavailable until the data centre is reinstated. In the event of a data centre failure, where a dual site deployment is used, MEX will be re-instated from a second data centre. This will be completed within 4 hours with up to 30 minutes data loss The response and implementation time for a Customer submitted change request is governed by Redcentric s published customer service plan. Page 6 Confidential
3) IMPLEMENTATION AND ACCEPTANCE 3.1) MEX IMPLEMENTATION Redcentric will manage the service delivery of MEX through its service delivery team. Redcentric professional services will work with the Customer to complete the following project tasks. Service Elements Design Project Tasks Translate the MEX high level design generated pre-contract into a low level design for the required platforms to support MEX, i.e. single/duel site Exchange, Active Directory, archive servers, transition servers. Include agreed in-scope Customer third party applications. Build Procure hardware and software required. Build servers, operating systems, Active Directory, Exchange servers, firewalls, load balancers, archive servers, transition servers. Perform solution assurance with functional and non-functional tests. Pilot Migration (Where required) Define migration approach for the pilot and user phases. This will focus on: - Grouping users/mailboxes into manageable blocks - Migration schedules - Mail client configuration update methodology Pilot user transition from the Customer s existing email solution onto MEX. Review, refine and repeat the migration process. User Migration (Where required) Project Closure Transition all in-scope users and mailboxes on to MEX. Document and fully transition MEX into support. The target lead time to complete service delivery is detailed in the table below, for each service element, with tasks performed in serial. This is subject to the timescales of delivery of the specific connection mechanism used to connect the Customer to the Service, such as delivery of Ethernet access circuits, NHS network (N3) connection, Internet address allocation via RIPE, firewall configuration, options selected, etc. Service Element Design Build Pilot Migration User Migration Project Closure Service Activation Timescales Target completion within 20 working days Target completion within 20 working days Target completion within 20 working days Target completion within 20 working days for 500 users and one additional day for each additional 25 users Target completion within 10 working days Page 7 Confidential
3.2) MEX ACCEPTANCE The following acceptance criteria will be demonstrated during the service delivery process and the Customer s signed approval will signify that MEX as described in this Service Definition is ready for use: Verify the Customer can access each mailbox as it is created on or migrated to MEX The Customer will need to nominate (pre-installation) and make available an appropriately qualified representative to work with the Redcentric representative during the service delivery. The nominated Customer representative will accept delivery of MEX as a fully commissioned service and sign the service sign-off document and return this to Redcentric. The installation will be carried out between 09:00-17:30, Monday Friday, except where agreed with the Customer. Page 8 Confidential
4) SERVICE LEVELS AND SERVICE CREDITS 4.1) SERVICE LEVELS The Service Level applicable to MEX is as follows: Service Level: Availability Measurement Period: Month Service Level Not less than 99.99% Without prejudice to clause 5.7 of the General Terms, MEX will be Available when the Customer is able to use MEX to connect and send or receive emails, either via Outlook client, Outlook Web App, mobile devices or multifunction devices. 4.2) FLOOR SERVICE LEVEL The Floor Service Level applicable to MEX in respect of Availability shall be 85% in any given Month for both single and dual site MEX deployments. 4.3) SERVICE CREDITS The Service Credits applicable to MEX shall be calculated as follows: Where: = U = the number of mailboxes affected by any failure of Redcentric to meet the Service Level for Availability in the relevant Month C = total Charges payable in respect of MEX for the same Month S = the Service Credit % calculated as below in respect of MEX for the same Month MU = the total number of mailboxes provided by Redcentric in respect of MEX for the same month Page 9 Confidential
The following table details the Service Credit % applicable for single and dual site MEX deployments. means greater than or equal to < means less than Availability Service Credit % for single site MEX deployments 99.99% None None < 99.99% but 99.9% 2.5% 5% < 99.9% but 99% 10% 20% < 99% but 98% 20% 40% < 98% but 95% 30% 60% < 95% but 90% 50% 100% < 90% 100% 100% Service Credit % for dual site MEX deployments Page 10 Confidential