BUILT FOR YOU Introduction is designed so it is as cost effective as possible for you to configure, provision and manage to a specification to suit your organisation. With a proven history of delivering a consistent Exchange Service availability of 99.9% and the support by professional and helpful technical teams, you can be sure that your organisations communications will be more efficient, robust and reliable than ever before. Cloudmore runs one of the largest Hosted Exchange platforms in Europe. This gives you peace of mind as part of the Service. Your data is backed up daily and, in case of a disaster at your end,can be restored quickly and painlessly. We know how important mobile and home working is for many organisations in order to stay competitive and current. allows you to work almost anywhere without the need for a VPN, on almost any device, laptop, tablet or smartphone. Contents Introduction 1 Features and Functions 2 1. Email Administration and Control 3 2. Service Add-ons 3 3. Anti spam and Antivirus 4 4. Required Specifications 5 5. Platform 5 6. Data Integrity, Backup and Restore 5 7. Security 5 8. Domains and Mail Relay 6 9. Data Ownership 6 10. Access methods 6 11. Cloudmore Support 7 12. SLA 7 13. Disaster Recovery Service Level 7 1
Features and Functions Standard Webmail Microsoft 2010 Edition Mailbox size 5GB 1GB Email File Attachment Limit for Send/Receive 30MB 30MB Maximum Number of Recipients per Email 500 50 Microsoft Exchange Active Sync No Fully Secure MAPI Network Protocol No Access via SSL Using Outlook Anywhere (RPC over HTTPs) Outlook Web App via SSL Global Address Lists (GAL) Public Folders (Email Enabled) * * Personal Calendars, Contacts, Mail Folders and Tasks Personal Address Lists Shared Calendars, Contacts, Mail folders, Address List and Task Anti spam and Antivirus Email Protection Add Existing Organisation Domains No Manage Domains, Authoritative and Relay Rich Outlook Inbox Experience, Including Enhanced Conversation View Push Mobile Notification No Platform has 24/7 Technical Support Customisable Subscription Per User Service Teams: Allowing You to Make Subscription Changes to the Group External Contacts Available in the Global Address List Resource Booking for Rooms and Equipment User Audit Trails and Reporting Through the Cloudmore Control Panel Outlook 2010 Licence for PC and 2011 for MAC * No Languages Available for Outlook 2010 and 2011 clients: English, Swedish, Norwegian, Danish and Finnish No No No *Additional charges apply, costs can be seen on the price list. 2
1. Email Administration and Control The Cloudmore Control Panel is an intuitive system to use. Managing subscriptions, added features and users is simple. Administrators are able to manage their users with little or no knowledge of the Exchange Servers. For Technical Administrators, the Cloudmore Control Panel provides a similar level of management controls to the Cloudmore Email Services as an on-premise deployment, including reporting functionality for capacity and audit trails of changes, so you remain in control of your environment. The Cloudmore Control panel enables you to: Create, customise and manage subscriptions and service plans per user Manage, Public Folders, Resources, Distribution Lists and Domains Manage Email Address Policies Manage Email Contacts including external contacts, granting Full Access rights, Send As and Send on behalf rights and using forwarding 2. Service Add-ons Following features can be added to the Subscriptions as add-ons: 2.1 Resource Mailboxes Resource mailboxes are mailboxes that attached to conference rooms or shared equipment. Resource mailboxes can be included as resources in meeting requests, providing a simple and efficient way to utilise resources for an organisation. There are two types of resource mailboxes in Cloudmore Exchange: Room mailboxes are assigned to a meeting location, such as a conference room, auditorium, or training room, including seat allocation limits. Equipment mailboxes are assigned to a resource that is not location specific, such as a portable computer projector, microphone, or company car. 2.2 Public Folders Public folders are available to purchase with, they are designed to give shared access so organisations can effectively collect, organise, and share information with other people in that workgroup or organisation. Public folders are hierarchically organised and stored in dedicated databases. 2.3 Terminal Server Mode Utilising Cloudmore s Terminal server enables you to run Outlook in an online mode and to setup Outlook in a non-cached mode. 3
3. Anti spam and Antivirus Cloudmore s SpamTitan is included in, offering the best protection on the market for your email. SpamTitan consistently blocks more than 99.9% of all spam. You can easily access the quarantine and release any stopped emails with a push of a button. 3.1 Feature Set Two Anti Virus engines including ClamAV and Kaspersky Labs Multi layered Anti Spam analyses resulting in 98% plus Spam detection Less than 0.03% False Positive Rate Content Filtering Inbound and outbound email scanning Email Disclaimer capability End user Spam management using email quarantine reports Web based administrative GUI Multiple automated reports Automated updating including anti virus, antispam, version releases and system backup LDAP, Dynamic and aliases file recipient verification 3.2 Technical Specifications Cloudmore s SpamTitan provides feature rich functionality to allow you to manage and protect your email. Content filtering - Cloudmore s SpamTitan can block unwanted attachments including file types, mime types and renamed files. This can be enabled at both the domain and user level allowing administrators to block unwanted content in line with the organisations email policy. End User Spam Management - Cloudmore s SpamTitan allows you to push the daily management of spam to the end user. Using the spam digest feature end users have full visibility of all emails blocked by SpamTitan. Using hyperlinks included in the digest, from their inbox the end user has the ability to release any required email. Outbound disclaimers - In line with your email policy framework disclaimers can be attached to outgoing email. Configurable on both a domain and user level - All rules can be set at both the domain and user level. This allows detailed configuration for all requirements across the business. Fully Automated updating, backup and reporting - All updates, including antivirus, anti spam, new version releases, configuration back-up, Bayesian back-up and management reports are automated. Whitelists and Blacklists - Whitelists and blacklists can be configured at a user or at a domain level to allow or block email addresses and domains. 4
4. Required Specifications To use the complete set of features available in Outlook Web App (OWA) it requires a broadband connection and any of the following browsers and versions: Internet Explorer 7 and later, FireFox 3.0.1 and later or Chrome 3.0 195.27 and later. The Service will work with Microsoft Office with Outlook 2007 or later. 5. Platform The service platform is based on Microsoft s Exchange 2010 Hosting Edition prescribed architecture and is designed to support hundreds of thousands of mailboxes. The platform contains no single point of failure and consists of clustered Microsoft Windows Server 2008 R2 and Microsoft Exchange Server 2010 software. The service is hosted on enterprise level servers accessing data from resilient SAN solution. is built with reliability and redundancy in mind. All elements of the service are clustered within the data centre so that there are no single points of failure. If you use Outlook in Cached Exchange mode to access your email then a local copy of the mailbox is stored on your machine, this enables you to work even if you are unable to access the service for any reason. In addition, in the event of the Server being unavailable for a time email is queued at the perimeter gateway, outside the Cloudmore data centre, meaning that it will be delivered as soon as the email service becomes available again. 6. Data Integrity, Backup and Restore Cloudmore performs daily backups of Customer data and the backup is retained for one week. Weekly backups are also performed and retained for thirty days. The data backup is undertaken for disaster recovery purposes only; however should the end user require a restore of their data this can be completed as an additional cost. Please refer to the Cloudmore Price List for full details. Cloudmore is not responsible for data loss resulting from the failure or loss of backup media. 7. Security The data centre is ISO 27001 certified for information security management systems. The data centre is manned 24x7 with on-site security personnel. The data centre is supported by a 100 % SLA. 5
8. Domains and Mail Relay Unlimited inbound domains are allowed A 30MB message size limit is enforced on all inbound and outbound email to and from the internet A 30MB message size limit is enforced on all internal (same organisation) email A limit of 500 external recipients per email is enforced for subscriptions and 50 connections for Web subscription. 9. Data Ownership All data created or stored by the users within Cloudmore s or Third Party Providers applications, and servers are the users property. Cloudmore and Third Party Providers will only allow access to this data through expressed permission in writing by authorised personnel. The databases are located in Sweden so are subject to the European Data Protection Act. can be accessed from any mobile device that is internet enabled. In the event that the mobile device that users active sync.is lost or stolen, Outlook Web App allows users to remotely wipe the device, deleting the data contained on the device. 9.1 Data Retention Cloudmore will not retain any data including, but not limited to, user data, active directory, log files and backup copies, upon account termination. 9.2 Data Management The end user has the ability to restore deleted items, once deleted from the users deleted folder they are kept on the server for 14 days. During the 14 day period, the user can retrieve the items from Outlook or Outlook Web App (OWA) by using the Recover Deleted Items feature. 10. Access methods Outlook uses Outlook Anywhere (RPC over HTTPS) to connect to Exchange, this ensures all data is encrypted and avoids the need for VPN access. Outlook 2007 and the latest Entourage editions are also supported. Outlook 2003 is not supported. All MAPI, Outlook Web App (OWA), POP3 and IMAP4 connections use 2048 bit SSL, with SMTP transmitted using TLS for maximum security. 6
11. Cloudmore Support The service platform is technically supported 24/7 with access to the Cloudmore Support Centre for all severities Severity 1 incidents, as defined by the Service Level Agreement, will be progressed 24/7 Severity 2, 3 and 4 incidents will be progressed during core hours of business. 12. Guaranteed Service Level Agreement (SLA) The Service has a financially backed SLA of 99.9%. All service level guarantees are based on service monitoring data collected over whole calendar months. Cloudmore shall use reasonable care and skill when providing services, but does not guarantee that the services shall be continually available to the customer. There may be occasions when services are disrupted through an error or act of the customer or another third party or, circumstances outside the reasonable control of Cloudmore ( Service Disruption ). In the event of unavailability of services to the customer, other than in the case of service disruption, Cloudmore shall reimburse the Partner ( Service Credit ) as stated in the Service SLA. 13. Disaster Recovery Service Level Mailbox databases are stored in a Data Availability Group (DAG) mirrored between two different enterprise class SANs. The DAG is the base component of the high availability framework built into Microsoft Exchange Server 2010. DAG is designed to use the built-in continuous replication feature to replicate mailbox databases among servers in the DAG. Cloudmore protects the mailbox data and makes a nearly instantaneous copy. All emails are stored for 30 days with single item recovery functionality. 7