Hosted Exchange - Eclipse€¦ · Microsoft Outlook for Mac: Hosted Exchange Product Schedule...

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Hosted Exchange Product Schedule 1 INTRODUCTION This Product Schedule describes the Services available. This Product Schedule is subject to the Standard Terms and Conditions for the provision of KCOM Cloud Productivity Services. 2 SERVICE OPTIONS AND FEATURES The Services are available with the following options and features ( Y = included as standard, N = not included): Feature/Functionality Hosted Exchange Product Hosted Exchange Lite Product Mailbox size 100GB 1GB MAPI access via SSL Y N Outlook Web App 2013 via SSL Y Y (no collaborative features) Support for multiple domains Y Y (no collaborative features) Access to Global Address List (GAL) Y Y Offline OWA (new to Exchange 2013) Y Y Symantec.Cloud antivirus and antispam protection Y Y POP3, IMAP4 and SMTP access using 2048-bit TLS/SSL encryption Y POP3 and IMAP4 Only Personal Calendars, Contacts, Folders & Tasks Y Y Shared Calendars, Contacts, Folders & Tasks Y N Group scheduling & meeting planning Y N Modern public folders 1GB included, Max 25GB (new to Ex 2013) Y N Outlook Licence Optional at extra cost Optional at extra cost Resource Mailbox Optional at extra cost Optional at extra cost Migration Service Optional at extra cost, subject to Migration Terms Optional at extra cost, subject to Migration Terms Hosted Exchange Product Schedule Version 3 - 31/03/2016 Commercial in Confidence 1 KCOM Group PLC Registered Office: 37 Carr Lane, Hull, HU1 3RE Registered in England & Wales No. 2150618

Transcript of Hosted Exchange - Eclipse€¦ · Microsoft Outlook for Mac: Hosted Exchange Product Schedule...

Page 1: Hosted Exchange - Eclipse€¦ · Microsoft Outlook for Mac: Hosted Exchange Product Schedule Version 3 - 31/03/2016 Commercial in Confidence KCOM Group PLC 2 Registered Office: 37

Hosted Exchange Product Schedule

1 INTRODUCTION

This Product Schedule describes the Services available. This Product Schedule is subject to the Standard Terms and Conditions for the provision of KCOM Cloud Productivity Services.

2 SERVICE OPTIONS AND FEATURES

The Services are available with the following options and features (Y = included as standard, N = not included):

Feature/Functionality Hosted Exchange Product

Hosted Exchange Lite Product

Mailbox size 100GB 1GB

MAPI access via SSL Y N

Outlook Web App 2013 via SSL Y Y

(no collaborative features)

Support for multiple domains Y Y

(no collaborative features)

Access to Global Address List (GAL) Y Y

Offline OWA (new to Exchange 2013) Y Y

Symantec.Cloud antivirus and antispam protection Y Y

POP3, IMAP4 and SMTP access using 2048-bit TLS/SSL encryption Y POP3 and IMAP4 Only

Personal Calendars, Contacts, Folders & Tasks Y Y

Shared Calendars, Contacts, Folders & Tasks Y N

Group scheduling & meeting planning Y N

Modern public folders – 1GB included, Max 25GB (new to Ex 2013) Y N

Outlook Licence Optional at extra cost Optional at extra cost

Resource Mailbox Optional at extra cost Optional at extra cost

Migration Service Optional at extra cost, subject to Migration Terms

Optional at extra cost, subject to Migration

Terms

Hosted Exchange Product Schedule Version 3 - 31/03/2016 Commercial in Confidence

1KCOM Group PLC Registered Office: 37 Carr Lane, Hull, HU1 3RE

Registered in England & Wales No. 2150618

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3 SERVICE DETAILS

Platform

The service platform is based upon Microsoft’s Exchange 2013 prescribed architecture. The service is hosted by Our third party provider on HP ProLiant Gen8 and Cisco UCS servers, accessing data from EMC and HP storage systems. Security The delivery of the Hosted Exchange Products is controlled by ISO 27001 Information Security Management policies and procedures:

• The multi-tenanted segmentation features of Exchange 2013 help to ensure that customer mailboxes are secured with permissions and groups for their organisation only.

• The network security at the data centres is fronted by firewalls. Security procedures involve monitoring of network traffic, router loading and application behaviour

• The data centres are managed by a dedicated security team to help ensure reliability, system redundancy and fault tolerance.

• All MAPI, POP3 and IMAP4 connections use 2048-bit SSL with SMTP transmitted using TLS

Data Replication The data within the Hosted Exchange Products is replicated to a secondary data centre for the purpose of disaster recovery only; the Deleted Item Cache is configured to retain data for 90 days to allow users to recover deleted items themselves. Deleted mailboxes are retained in the Exchange database for 31 days. Notwithstanding the above, all customer data is deleted (including in the secondary data centre) immediately upon termination of the account. It is not held or backed up, or otherwise available, for any amount of time on or after termination. Please note: For customers requiring deleted data to be preserved past 90 days, We do not retain, and cannot restore this data under any circumstance.

Access Methods Connection to each mailbox is made over the internet. The supported access methods are:

• Microsoft Office Outlook 2013: This email client helps you simplify email communication, streamline group planning and scheduling, and access Your information– all in one place. The method of connection is Outlook Anywhere (RPC over HTTPS), all data is encrypted and avoids the need for VPN. See below for minimum version requirements.

• Outlook Web App: SSL access through a Web browser to email, calendar, group scheduling and tasks. Outlook Web App is a solution for users who require roaming or remote access to their mailbox via a web browser

• ActiveSync-compatible mobile devices: ActiveSync is only available on our Hosted Exchange Product; it is not available on Our Hosted Exchange Lite Product

Exchange 2013 supports the following minimum versions of Microsoft Office Outlook and Microsoft Outlook for Mac:

Hosted Exchange Product Schedule Version 3 - 31/03/2016 Commercial in Confidence

2KCOM Group PLC Registered Office: 37 Carr Lane, Hull, HU1 3RE

Registered in England & Wales No. 2150618

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PC

• Outlook 2013 - recommended • Outlook 2010 SP1 (with April 2012 Cumulative Update) • Outlook 2007 SP3 (with July 2012 Cumulative Update)

Note: Outlook 2003 is not supported and will not work

Mac • Outlook for Mac 2011 - recommended • Entourage 2008 for Mac, Web Services Edition

Note: Older versions of Entourage are not supported and will not work

Please note, using ‘online mode’ is not currently supported in any version of Outlook - You will need to ensure that ‘cached exchange mode’ is enabled. Domains and Mail Relay

• Unlimited inbound domains are allowed • A 50MB message size limit is enforced on all inbound and outbound email to and from

the internet • A 50MB message size limit is enforced on all internal (same organisation) email • A limit of 500 external recipients per email is enforced

Virus Protection

• 100% virus protection via the Symantec Email Antivirus. Cloud service • Inbound email is scanned by Symantec Email Antivirus. Cloud service • Inbound, outbound and internal email is scanned for viruses by Symantec Mail Security

for Microsoft Exchange Spam Protection

• Incoming email is scanned to detect if it is spam by the Symantec Email AntiSpam cloud service

• Any email positively identified as spam is not delivered to the end user’s mailbox and is deleted by Symantec. Cloud

• If it is uncertain that an email is spam, it is moved to a ‘per mailbox’ quarantine area (individual for each mailbox) and a Spam Manager notification email is sent to the intended recipient

• The Spam Manager online application allows users to selectively deliver or delete emails identified as potentially being spam.

Hosted Exchange Product Schedule Version 3 - 31/03/2016 Commercial in Confidence

3KCOM Group PLC Registered Office: 37 Carr Lane, Hull, HU1 3RE

Registered in England & Wales No. 2150618

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4 FAULT MANAGEMENT In the event that you become aware of any fault or a breakdown in the operation of the Services (Fault), you should notify us immediately by contacting the Technical Support Centre.

Faults can be reported to us either:

on-line, 24 hours a day, throughout the year; or

telephone the Technical Support Centre on 0345 1224 333, 08:00 to 20:00 weekdays and 09:00 to 17:00 Saturdays.

Please ensure when contacting the Technical Support Centre you have the following relevant details to hand.

1. Organisation name & address. 2. Details of the Services provided to You by Us. 3. Contact name and relevant security details. 4. The nature of the Fault.

Faults Procedure

1. The following outlines the procedure for Faults reported by You (without prejudice to the provisions of the Standard Terms and Conditions for the provision of KCOM Cloud Productivity Services, including, without limitation, clause 5).

2. You raise a call with the Technical Support Centre to report a Fault.

3. The Technical Support Centre staff will log details of the Fault on our faults system and issue you with Fault Reference Number (the unique number issued when logging a Fault with Us).

4. The Technical Support Centre’s service engineers will raise a fault record and will use reasonable endeavours to diagnose and resolve the Fault.

5. If necessary the Fault will be escalated by Us as We consider necessary, in order to rectify the Fault as speedily as possible.

6. We will regularly update you on how the Fault is being progressed, and all action taken in resolving the Fault, including contacts with yourself, technical escalations etc. will be recorded in the fault ticket report.

7. When the Fault is resolved, we will confirm to you that the Fault has been resolved and obtain your agreement (with You always acting reasonably) to close the Fault.

Hosted Exchange Product Schedule Version 3 - 31/03/2016 Commercial in Confidence

4KCOM Group PLC Registered Office: 37 Carr Lane, Hull, HU1 3RE

Registered in England & Wales No. 2150618