Microsoft Exchange Online from BT Version 5.1 January 2004
Confidentiality statement All information contained in this document is provided in confidence for the sole purpose of adjudication, and shall not be published or disclosed wholly or in part to any other party without BT's prior permission in writing, and shall be held in safe custody. These obligations shall not apply to information which is published or becomes known legitimately from some source other than BT. Copyright British Telecommunications plc 2004 Registered office: 81 Newgate Street, London EC1A 7AJ Issue 1.1: 27/01/2004 British Telecommunications plc 2004 Page 1 of 12
Contents Page 1. Summary 3 2. Connecting to the Service 5 2.1 Availability 5 2.2 Mail Client Options 5 3. Service Management 6 3.1 Technology Expertise 6 3.2 Proactive, 24x7 server and application management and monitoring by experts 6 3.3 Mailbox size and storage 6 3.4 E-mail attachments 6 3.5 Virus checking and Attachment filtering 7 3.6 Backups 7 3.7 Security 7 3.8 Self-Care Administration Tool 7 3.9 Resilience and Reliability 8 3.10 Disaster Recovery 8 3.11 Domain Name Transfer/Registration 8 3.12 Customer Responsibilities 8 4. Service Level Guarantees 9 4.1 BT Helpdesk 9 4.2 Service Availabiliy 9 4.3 Service Credits 9 5. Customer Service 10 5.1 Adding Users/Deleting Users 10 5.2 Billing 10 Appendix A: Client and Protocol Functionality 11 Appendix B: Order Process & Lead Times 12 Order Process 12 Lead Times 12 Issue 1.1: 27/01/2004 British Telecommunications plc 2004 Page 2 of 12
1. Summary Microsoft Exchange Online from BT (EOL) is a service that provides each of your end users with an Exchange 2003 mailbox account. Each mailbox provides the following functionality: Inbox - for sending and receiving email Calendar - an electronic diary and meeting planner Contacts - an address book Tasks - to help monitor and log the progress of jobs Notes - for short term reminders Journal for logging activity Public Folders - shared folders for storing company information Private Folders for management of email on the local PC Mailbox Size The mailbox size is set at 100MB per user. Under the Self-care administration tool, spare space can be allocated to Public Folders and between users. Email Address Each end user s email address will contain your domain name e.g. yourname@yourdomainname.com, and you can have multiple domain names or sub domain names such as yourname@marketing.yourdomainname.com if desired. Virus Scanning Each email that is sent and received is scanned for viruses by multiple anti-virus engines. Spam Protection Each email that is received goes through a comprehensive spam analysis solution utilising the latest heuristics technologies to remove any unwanted email from users mailboxes. Access Methods End users may access the EOL service via a range of solutions. There is always a way for users to read their emails whether in the office, at home or travelling on business. The primary options being: Microsoft Outlook 2003. The Industry leading email client helps you simplify e-mail communication, streamline group planning and scheduling, and access the information you need all in one place. Optional SSL secured access available. Outlook Web Access. SSL-secured access through a Web browser to e-mail, calendar, group scheduling, tasks, and public folder information. Outlook Web Access is an effective solution for users who require roaming, remote access, or cross-platform functionality. Outlook Mobile Access. Provides users with access to Outlook anytime, anywhere from PocketPC mobile devices or WAP phones with SMS alerting. Outlook Express. Provides basic POP3/IMAP4 access to email only. Issue 1.1: 27/01/2004 British Telecommunications plc 2004 Page 3 of 12
Self-care Administration Tool Administrators have access to a web based tool which allows you to undertake dayto-day tasks such as adding, deleting, modifying and disabling/ enabling users within your company as well as resetting passwords. You can also manage address lists and order more licenses or other features online. Exchange Online platform Your mailbox accounts reside on a shared server platform for mail and data storage. The platform consists of Windows 2003 Advanced Server and Exchange 2003. Windows 2003 Active Directory is deployed to support the needs of Exchange 2003. Active Directory provides routing information, the Global Address list and authentication. Issue 1.1: 27/01/2004 British Telecommunications plc 2004 Page 4 of 12
2. Connecting to the Service 2.1 Availability Connection to the service is seamless via the Internet. Therefore access to the mail accounts is available 24x7x365, providing users with real-time access to their email and private/public folders, from anywhere, at anytime. 2.2 Mail Client Options Customer Access Methods Mobile Device Internet Explorer Outlook Express Microsoft Outlook Internet Exchange Online Exchange 2003 SAN Web Admin Tool Windows 2003 with Active Directory 19/9/02 British Telecommunications plc Issue 1.1: 27/01/2004 British Telecommunications plc 2004 Page 5 of 12
3. Service Management For more details please refer to Schedule 1 Service Schedule (of the Terms & Conditions) 3.1 Technology Expertise BT currently manages one of the largest deployments of Microsoft Exchange in Europe, with over 110,000 users, sending 26m email messages per month, with consistently high service levels and no breaches of mailbox security and a service free from virus attacks. In addition, our partnerships with Microsoft and Hewlett-Packard mean that you can sit back and enjoy the most powerful IT capabilities and best-of-breed resources in the world. 3.2 Proactive, 24x7 server and application management and monitoring by experts The servers and SAN (Storage Area Network) are proactively managed on a 24x7x365 basis and supported by Hewlett-Packard. 3.3 Mailbox size and storage Your company is allocated an aggregate amount of disk space, based on 100MB per user. The disk space provides storage for personal mailboxes and also public folders. You can allocate the size of mailboxes and public folder store to suit your company needs. Email notifications will be sent to individual users when they reach 90% of their mailbox size. The customer admin users can also monitor this within the Self-Care Administration system. Additional disk space is available in 100MB increments. Alternatively if you are running out of disk space, you can instruct end users to delete unwanted emails, or to store emails offline. 3.4 E-mail attachments There is a 50MB email size limitation imposed on the email platform. This means that a user is able to send and receive emails with attachments up to 50MB or the available space left on their mailbox whichever is the smallest. Issue 1.1: 27/01/2004 British Telecommunications plc 2004 Page 6 of 12
3.5 Virus checking and Attachment filtering All incoming and outgoing emails are scanned for viruses using Sybari Antigen and Trend Micro AV solutions. An Attachment filtering system is also provided where a specified range of attachments will be blocked, which could potentially be harmful and lay a business open to email virus attacks. Standard attachment types (.doc,.xls,.csv,.txt,.pps,.ppt etc.) will not be affected. Users can send the blocked attachment types by compressing them using WinZip. This will make the file safe to transfer by email. It also has the benefit of reducing the file size and saving bandwidth. 3.6 Backups A full backup is performed daily (occurs overnight) for the purpose of disaster recovery only. Data is retained for one month 3.7 Security We use the facilities and configuration available in the Active Directory component of Microsoft Exchange 2003 to ensure that your mailboxes are in their own unique Organisational Unit (OU) on the service. No other customer has permissions or can see your OU and vice versa. Your nominated Administrator will be provided with unique access to control your own OU & database through our simple to use Self Care Administration Tool. Additionally, VPN technology is available to enable secure private access via the ubiquitous Internet. Customers not wishing to rely on an Internet connection can choose from any of the extensive BT portfolio of access products that provide connection speeds for every requirement. 3.8 Self-Care Administration Tool A web based provisioning tool has been developed to allow a delegated administration function. This tool allows your local administrator to undertake dayto-day tasks such as adding, deleting, modifying and disabling/ enabling users within your company as well as resetting passwords. The initial bulk creation of accounts can be undertaken by BT, you will need to provide the data in electronic format at the time your order is placed. Training will be provided in the use of this tool. Issue 1.1: 27/01/2004 British Telecommunications plc 2004 Page 7 of 12
3.9 Resilience and Reliability Our architecture is optimised for database reliability, performance and on-line maintenance, providing the utmost protection from data loss and disruption of service. In addition to this, our state-of-the-art Data Centres are managed on a 24 x 7 basis by our dedicated security team to ensure maximum reliability, system redundancy and high fault tolerance. 3.10 Disaster Recovery The BT Disaster Recovery service comprises: Data reload from the previous backup and server rebuild Reload to a co-located 'hot standby' server. 3.11 Domain Name Transfer/Registration BT will help you redirect your existing e-mail domain name, or register a new domain name for your company. You are responsible for paying all fees to the Internet registration authorities associated with registration and maintenance of its Domain Name and URL. 3.12 Customer Responsibilities Your are responsible for: Nominating a minimum of 2 System Administrators who will be Familiar with the use of Microsoft Exchange The first point of contact for all your users on the service The only people to contact the BT Helpdesk Providing BT with the System Administrators contact details and keeping such details accurate and up to date at all times. Ensuring the security of all your User IDs and Passwords Issue 1.1: 27/01/2004 British Telecommunications plc 2004 Page 8 of 12
4. Service Level Guarantees For more details please refer to Schedule 2 Service Level Guarantee (of the Terms & Conditions). 4.1 BT Helpdesk The BT Help Desk will be available during Working Hours (8am 6pm). Outside of Working Hours the BT Helpdesk will be available for fault reporting, but will only act on Priority 1 faults. Time to clear on faults that are allocated a Priority 2 or 3 rating will not commence until the next Working Day. On receipt of a notification of a fault or problem with the Service, or a request for assistance, an initial assessment will be immediately undertaken by BT. Then a fault reference will be provided and a priority level discussed and agreed with the customer. 4.2 Service Availabiliy BT guarantees that the Service will have 99.5% availability, where Service availability is a measure of the potential user time where an Authorised User can send or receive emails, in any Billing Period. 4.3 Service Credits In the unlikely event that the service is unavailable, service credits are available. Unavailability of service means any problem proven to be on the BT Microsoft Exchange Online Service for which BT is responsible, that causes your Service to be inaccessible for a period of time. Issue 1.1: 27/01/2004 British Telecommunications plc 2004 Page 9 of 12
5. Customer Service For more details please refer to Schedule 3 Charges Schedule (of the Terms & Conditions). 5.1 Adding Users/Deleting Users Adding users and buying more licenses is automated within the selfcare system. License increases are handled automatically. To delete users you will need to call the helpdesk. 5.2 Billing You will be charged on a per user, per month basis. The first chargeable month commences after the first full calendar month in which the service is provided. Terminations will be charged for the full month in which the cessation request was received, unless the contract is still within its minimum period where the full rental costs for the remaining period are due. The Helpdesk will deal with any billing queries. Issue 1.1: 27/01/2004 British Telecommunications plc 2004 Page 10 of 12
Appendix A: Client and Protocol Functionality Feature POP3 IMAP4 HTTP MAPI Inbox, Outbox, Sent Items Other Mailbox folders Tasks and Journal Leave Messages on server Store messages locally Work Offline Read/Post Public Folders Create/Delete Public Folders Calendar/Scheduling Download messages separately from attachments Exchange Forms Access from the Internet (without VPN) Check Recipient names Global Address Book Client-Side Inbox Rules Server-side Inbox Rules Spell Checker Note: POP3 and IMAP4 features are based on the capabilities of Microsoft Outlook Express 5.0 or higher. Other compatible mail clients may not provide all of these features. Issue 1.1: 27/01/2004 British Telecommunications plc 2004 Page 11 of 12
Appendix B: Order Process & Lead Times Order Process 1. Complete a BT Order Form 2. Complete a Customer Requirements Form, to record your billing details, no. of mailboxes required and domain name requirements. 3. Ensure you have read the Terms & Conditions Lead Times Once all of the above documents are signed and completed, and have been received and validated by the BT Helpdesk you can expect to receive your Microsoft Exchange Online accounts within 10 working days. Issue 1.1: 27/01/2004 British Telecommunications plc 2004 Page 12 of 12