Insight Direct UK Insight Cloud Hosted Exchange Service...

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BUSINESS CONFIDENTIAL

Insight Direct UK

Insight Cloud Hosted Exchange

Service Description

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2 INSIGHTCLOUD HOSTED EXCHANGE SERVICES

Contents 1 ......................................................................................................................................................................... 1

2 Insightcloud Hosted Exchange Services ............................................................................................. 2

SUMMARY OF SERVICE .................................................................................................................................................. 4 SERVICE DESIGN ............................................................................................................................................................ 4 INFORMATION ASSURANCE ............................................................................................................................................ 6 KEY BENEFITS ................................................................................................................................................................ 6 NON-SUPPORTED SOFTWARE AND HARDWARE DEVICES ............................................................................................. 6 SERVICE TRIAL ............................................................................................................................................................... 6

3 Main Features .......................................................................................................................................... 7

SELF-SERVICE ADMINISTRATION ................................................................................................................................... 7 ANTI-VIRUS SUPPORT .................................................................................................................................................... 7 MESSAGE ENCRYPTION ................................................................................................................................................. 7 MULTIPLE LANGUAGE SUPPORT .................................................................................................................................... 7 SERVICE ACCESS LEVELS (SAL) .................................................................................................................................. 7 RESOURCE MAILBOXES ................................................................................................................................................. 8 MAXIMUM MESSAGE SIZE .............................................................................................................................................. 8 MAILBOX SIZE LIMITS ..................................................................................................................................................... 8 MESSAGE ARCHIVING .................................................................................................................................................... 9 DELETED ITEM RETENTION ............................................................................................................................................ 9 DELETED MAILBOX RETENTION ..................................................................................................................................... 9 DISCLAIMERS .................................................................................................................................................................. 9 DATA PROTECTION ...................................................................................................................................................... 10 BACKUP ........................................................................................................................................................................ 10 RESTORE ...................................................................................................................................................................... 10 DISASTER RECOVERY .................................................................................................................................................. 10 SECURITY & RISK MANAGEMENT ................................................................................................................................ 10

4 Insight Cloud Hosted Exchange On Boarding .................................................................................. 11

OVERVIEW .................................................................................................................................................................... 11 CUSTOMER RESPONSIBILITIES .................................................................................................................................... 11 ON-BOARDING DOCUMENTS ........................................................................................................................................ 11 INSTALLATION PERIOD ................................................................................................................................................. 13 PROCESS ...................................................................................................................................................................... 13 MAILBOX MIGRATION ................................................................................................................................................... 13 OPERATIONAL SERVICE CONFIRMATION ..................................................................................................................... 13

5 Accessing Insight Cloud Hosted Exchange ...................................................................................... 14

ACCESS METHODS ....................................................................................................................................................... 14 OUTLOOK WEB APP ..................................................................................................................................................... 14 MICROSOFT OUTLOOK ................................................................................................................................................. 15 MOBILE DEVICE CONNECTIVITY WITH EXCHANGE ACTIVESYNC ................................................................................ 15 BLACKBERRY ................................................................................................................................................................ 15 POP3 AND IMAP4 ....................................................................................................................................................... 15 MACINTOSH CLIENTS ................................................................................................................................................... 15 SMTP RELAY ............................................................................................................................................................... 15

6 Insight cloud Hosted Exchange Message Filtering.......................................................................... 16

SPAM CONFIDENCE LEVEL ......................................................................................................................................... 16 7 Service Management and Support..................................................................................................... 17

MONITORING AND ALERTING (AVAILABILITY MANAGEMENT) ...................................................................................... 17 DAILY SERVICE REVIEW ............................................................................................................................................... 17

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SERVICE UPTIME DEFINITION / PERFORMANCE. ......................................................................................................... 17 SCHEDULED MAINTENANCE ......................................................................................................................................... 18 CAPACITY PLANNING .................................................................................................................................................... 18 SERVICE CONTINUITY MANAGEMENT .......................................................................................................................... 18 SERVICE CHANGES AND CHANGE CONTROL .............................................................................................................. 18 TERMINATION OF SERVICE ........................................................................................................................................... 20

8 Incident MANAGEMENT ..................................................................................................................... 21

INCIDENT LOGGING PROCEDURE ................................................................................................................................. 21 TYPICAL SEVERITY RATINGS ........................................................................................................................................ 21 SERVICE DESK ............................................................................................................................................................. 22 ESCALATION PROCEDURE ........................................................................................................................................... 22 SERVICE REQUESTS .................................................................................................................................................... 22

9 Insight Cloud Hosted Exchange OFF Boarding ............................................................................... 23

OVERVIEW .................................................................................................................................................................... 23 PROCESS ...................................................................................................................................................................... 23 MAILBOX MIGRATION ................................................................................................................................................... 23 MAILBOX DELETION ...................................................................................................................................................... 23 DATA DISPOSAL ........................................................................................................................................................... 23 INSIGHTCLOUD PRICEBOOK ......................................................................................................................................... 24 SERVICE LEVEL AGREEMENT ........................................................................................................................................ 27 TRAINING ...................................................................................................................................................................... 28 TERM AND TERMINATION ............................................................................................................................................. 28 TRIAL SERVICES ............................................................................................................................................................ 28

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Summary of Service The Insight Cloud Hosted Exchange service is a hosted enterprise messaging solution based on Microsoft Exchange 2010, managed by the Insight. It provides a reliable, scalable, cost effective and security-enhanced messaging environment with the flexibility to meet changing business needs. Insight Cloud Hosted Exchange also provides the core business capabilities of Microsoft Exchange Server from a hosted environment giving users access to email, calendar, and contacts from virtually anywhere, at any time, which gives customers the ability to utilise a full suite of market leading business applications on a per user per month cost basis via the Internet Combined with Microsoft Outlook®, Insight Cloud Hosted Exchange simplifies communications. It improves the way information is shared and how users connect with others, while also increasing message security and compliance. This combination gives organizations a comprehensive time and information management solution for improved collaboration with customers, partners, and co-workers.

Service Design Insight Cloud operates robust data centres, with each data centre housing a network of highly reliable equipment that hosts customer mail solutions and delivers 99% uptime. With Insight Cloud Hosted Exchange, customers retain control over their messaging services offered to users via the Insight Cloud Control Panel. Insight Cloud Hosted Exchange is backed by service level agreements (SLAs) that guarantee optimal performance.

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Information Assurance The service currently caters for Business Impact Level (BIL) Assured.

Key Benefits Insight Cloud Hosted Exchange offers the following benefits: Self-Managed Control Panel. Customer and user administration features are designed to help reduce service-desk escalations, enhance customer service management, and empower users. Data Protection. Safeguards are applied on multiple fronts, from message encryption support to the multilevel message filtering capabilities that include spam and virus protection, to the logical and physical security that protects customer information in the data centres. Flexible. Email, shared calendar, Outlook connectivity, and Microsoft Outlook Web App provide the flexibility to meet diverse and evolving organizational needs. Mobile Device Support. Mobility features provide the messaging agility that organizations require to stay competitive in the marketplace, so that users can access their hosted services and stay connected anywhere in the world.

Non-supported Software and Hardware Devices The following applications and hardware are not supported by Insight Cloud Hosted Exchange: Outlook 2003. Microsoft Outlook 2010 or Office Outlook 2007 are the only versions of Outlook that can be used to connect to Insight Cloud Hosted Exchange. Office Outlook 2003 is no longer supported for Insight Cloud Hosted Exchange. Windows XP. Windows XP is currently supported by Insight Cloud Hosted Exchange; however, in alignment with Microsoft Product Life Cycles, support will discontinue effective April 8, 2014. For more information, please review: http://www.microsoft.com/en-us/windows/endofsupport.aspx. SMTP submission and relay devices / software

Service Trial A fully functional 5 User trial is available on request – Please refer to your Insight Account Manager

http://www.microsoft.com/en-us/windows/endofsupport.aspx

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3 MAIN FEATURES

Self-Service Administration Insight Cloud Control Panel Customers provides customer administrators with the capabilities and tools to manage a variety of messaging-related tasks via a web-based interface. Once the Administrator account has been configured the following tasks can be performed:

• Create/Edit/Delete User Mail Accounts • Assign / Adjust Service Access Levels • Manage Mailbox Permissions • Configure E-Mail Forwarding • Manage Customer Contacts • Create/Edit/Delete Distribution Groups • Manage Resource Mailboxes • Import/Export User Mailboxes • Configure Disclaimers

For details how to carry out these tasks please see the Insight Cloud Hosted Exchange Administrator Guide

Anti-Virus Support All messages that are transported through Insight Cloud Hosted Exchange are scanned for viruses using Microsoft ForeFront as default. If a virus is detected, it is deleted and a notification of the virus detection is sent to the sender and/or recipient of the message.

Message Encryption Insight Cloud Hosted Exchange can provide SSL or TLS encryption for all Outlook Web App, Exchange ActiveSync, Outlook Anywhere, IMAP4, and POP3 connections.

Multiple Language Support Microsoft Exchange Server 2010 provides multiple language packs that provide a localised experience in Outlook Web App and Microsoft Outlook.

The availability of languages may differ between Outlook Web App and Microsoft Outlook.

Service Access Levels (SAL) Using the Insight Cloud Control Panel Customers can assign a Pre-set Service Access Level (SAL) to users in their organization. However these are flexible and can all be customized according to the customer needs (Please see the Insight Cloud Hosted Exchange Administrator Guide) To simplify the provisioning process, SALs are grouped according to the features they offer, as shown in the table below

SAL Storage Limit

Protocols Mobile / Blackberry

Exchange Basic 100MB OWA, IMAP, POP3 Yes / No

Exchange Basic 1GB 1GB OWA, IMAP, POP3 Yes / No


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Exchange Standard 100MB OWA, IMAP, POP3, MAPI Yes / Yes

Exchange Standard 1GB 1GB OWA, IMAP, POP3, MAPI Yes / Yes



Exchange Std Plus* 100MB OWA, IMAP, POP3, MAPI Yes / Yes

Exchange Std Plus 1GB* 1GB OWA, IMAP, POP3, MAPI Yes / Yes



* - Exchange STD Plus includes a Microsoft Outlook Client Licence, allowing the customer to download and install a fully licensed copy of Microsoft Outlook®

Resource Mailboxes Using the Insight Cloud Control Panel Customers can create Resource Mailboxes which are not associated with individual users

Room mailboxes are assigned to a meeting location, such as a conference room, auditorium, or training room. Equipment mailboxes are assigned to a resource that is not location specific, such as a portable computer projector, microphone, or company car

Maximum Message Size Maximum Message Size limits are necessary to avoid having large messages block delivery of other messages and affecting service performance for all users/customers. These limits are applied platform-wide and cannot be configured on per user basis.

Email sent from the Insight Cloud Hosted Exchange environment to recipients inside or outside can have a total message size of up to 25 MB (including attachments).

Mailbox Size Limits The pre-set Mailbox sizes are listed in the SAL Table above, however to help customers manage their mailbox resources more efficiently Insight Cloud Hosted Exchange provides notifications when a user’s mailbox has reached a certain size. Warning Notification User’s receive an email warning when the mailbox reaches 75% capacity NOTE: This is the default setting for all SALs but can be adjusted on request By default Insight Cloud Hosted Exchange uses “Soft Limits” which will still allow a user to receive email when their mailbox goes beyond the sizes listed above Prohibit Send. The user receives a prohibit-send email notification when the mailbox size limit is reached. The user cannot send new messages until additional space is added to the mailbox or mailbox content has been archived By default Insight Cloud Hosted Exchange does not enable Prohibit Send/Receive – Ensuring that users are always able to receive email, but if the overall customer storage quota is breached, you will be contacted by your Account Manager to discuss options

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Prohibit Send/Receive. Insight Cloud Hosted Exchange rejects any incoming mail when the mailbox size limit is reached, and sends a non-delivery report to the sender. To receive messages again, additional space must added to the mailbox or mailbox content has to be archived NOTE: This setting can be enabled at Customer Request

Message Archiving For customers with advanced compliance requirements, Insight Cloud Hosted Exchange provides an archiving service operated by MXSweep. This add-on service is offered at an additional charge, for information please contact your Account Manager

Deleted Item Retention Insight Cloud Hosted Exchange provides deleted item retention, which allows users to restore items from any folder including the Deleted Items folder. Users can perform this recovery themselves using Outlook Web App or Outlook. Utilizing the Deleted Item Retention feature eliminates the need for a mailbox restore.

NOTE: The deleted item retention period is 30 days and is not configurable by the customer

Deleted Mailbox Retention Insight Cloud Hosted Exchange retains mailboxes for a period of time after they have been deleted. Deleted mailboxes can be recovered by emailing [email protected].

The default deleted mailbox retention period is 30 days. After that time, deleted mailboxes cannot be recovered.

Disclaimers Insight Cloud Hosted Exchange provides Disclaimer support for both internal and external recipients

Using the Insight Cloud Control Panel Customers can create/edit/delete disclaimers applied to their Email Domain, the default disclaimer configuration allowing up to 1,000 characters.

The disclaimer can be prepended or appended to the outgoing email, and it can be set for external users only if required to save on email storage resource

NOTE: Users do not see disclaimers in their messages in the Sent Items folder because the disclaimers are appended by the server after messages are sent by the users.

If any custom disclaimers are required, professional services are available at an extra charge, for details please speak to your Account Manager.

mailto:[email protected]

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Data Protection Continuous replication of mailbox data to multiple servers using the in-built Microsoft Exchange 2010 Database Replication facility provides data recovery capability in the event of an infrastructure failure

The Data Centres are equipped with access security, climate control, fire suppression, and managed power supplies with UPS and generator back-up.

All production systems are subject to regular scheduled and project managed Patching and Maintenance routines

Backup InsightCloud Hosted Exchange mailboxes and information stores are also backed up daily using traditional backup technologies in Geo Resilient locations.

Restore Where a restoration of data is required for Insightcloud Hosted Exchange, the following Recovery Time Objective shall apply:

RTO – Next Working Day Requirements – User name, item or mailbox name and the restore date. Results – Provides recovery of messages, mailbox and message store for most recent backup.* *Please Note: All files will be restored to their original location.

Disaster Recovery Insight has a robust Business Continuity Plan that utilises Geo Resilient systems

Security & Risk Management

All Data Centre access is strictly limited to Insight and authorised third-party sub-contractors

Data Centres are monitored 24 hours a day, seven days a week through closed circuit video surveillance and requires both card based & biometric identification for access

Access to Customer Data can be provided via VPN, Encrypted RDP or SSL Tunnels through managed Cisco firewalls

User Credentials and Authentication onto the service is managed via Windows 2008 R2/ Forms based security, with a complex password policy set to require a minimum of eight characters, although this can be increased if requested by the Customer

2 Factor Authentication is available at an additional cost – Please refer to your Account Manager

The hosting equipment is installed in secure racks, and the operating systems hardened in accordance with Insight Cloud IT Security Policy

Insight Cloud uses a CHECK Certified vulnerability scanning solution to monitor all systems both internal and external for potential threats in real-time.

Risk Management is carried out in accordance with the Insight Cloud Information Security Management System Policies and Procedures

http://www.cesg.gov.uk/servicecatalogue/CHECK/Pages/WhatisCHECK.aspx

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4 INSIGHT CLOUD HOSTED EXCHANGE ON BOARDING

Overview The Insight Cloud Hosted Exchange Requirements Form captures all the information required to allow for the smooth setup of the customer services, and will ensure a new customer can create and configure Hosted Exchange user accounts as required. For detailed information of pre-requisites, configurations and considerations please refer to the Insight Cloud Hosted Exchange Service Administrator Guide.

Customer Responsibilities While a majority of the tasks and responsibilities associated with the delivery of the Services are handled by Insight, the following tasks should be completed by the Customer. • Customer has assigned a Single Point of Contact (SPOC) to support execution of the service.

Customer’s SPOC will: o Work with Insight on enforcement of the change control process. o Provide Insight with access, equipment and any other resources needed to support the

Service. o Act as a focal point for resolution of issues in support of the delivery of the Services.

• Customer completes the Insight Cloud Exchange Requirements Form and ensures that all information is complete and accurate.

• Customer completes the Additional Services Checklist depending on requirement and ensures all information is complete and accurate.

• Customer follows the appropriate operating procedures in this Service Description during submission of service requests.

• Customers need to ensure that they make their own arrangements for internet access in order to access the Service.

• Customers need to ensure that they have sufficient bandwidth to accommodate all their users accessing the service simultaneously or in the volumes required

• Customers to prepare Communication Plans, Migration Schedules and Backup/Recovery Routines as needed

• Customer Administrator to create user accounts within Insight Cloud Hosted Exchange in preparation for the migration

• Customer Administrator to test the Automated Profile Configuration utility, and if there are any issues to raise with Insight for resolution

On-Boarding Documents The following documents must be completed prior to the on-boarding process: • Standard Terms and Conditions. The Standard Terms and Conditions must be accepted by

any new Customer to InsightCloud. • Insight Cloud Exchange Requirements Form. The InsightCloud Exchange Requirements Form

is utilised for gathering information necessary to initiate the Service. The Customer will provide resources to work with Insight in completing the Exchange Requirements Form.

• Additional Services Checklist (ASC). The Additional Services Checklist is utilised for gathering the information required to enable Insight to provide the Customer services over and above the organisation and Admin Account creation.

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• Bespoke Scope of Works. For orders qualified as Bespoke, Insight utilise a Project managed approach to delivering services. In this instance a Bespoke Scope of Works will be produced and agreed with the customer prior to Installation, this document will effectively be the Project Plan.

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Installation Period The installation periods begins on the date a completed Exchange Requirements Form and if required ASC are received and continues until all requirements listed have been fulfilled. During the Installation Period, Insight will begin the process of initiating the order for the Service: • Insight will be provided with a completed Insight Cloud Hosted Exchange Requirements Form

and ASC. The Insight Cloud Hosted Exchange Requirements Form and ASC are used for gathering information necessary to initiate the Service. Once completed Insight Cloud Hosted Exchange Requirements Form /ASC have been received, Insight will schedule all the necessary resources for initiating the Service.

• Where a Bespoke Scope of Works has been produced, Insight will provide project management for the duration of the installation period.

Process The basic process for setting up all new Insight Cloud Hosted Exchange Customers is as follows:

• Customers complete the Insight Cloud Hosted Exchange Requirements Form • Insight will identify domain requirements as per the Insight Cloud Hosted Exchange

Requirements Form and if necessary contact the Customer to confirm settings required • Insight will setup the Customer on the Insight Cloud Control Panel and enable the Customer

Administrator to self-provision Hosted Exchange User accounts in accordance with the details provided in the Insight Cloud Requirements Form.

• Insight will provide Technical Documentation, User Guides and download details for MS Outlook where required. NOTE: Whilst it is the Customer’s responsibility to manage email migration, Insight can provide help and support in this function at extra cost. Please speak to your account manager for details.

Mailbox Migration Insight Cloud Hosted Exchange has an inbuilt facility to assist with mailbox migrations, allowing Customers to upload the user mailbox data (in .pst format) via FTP, and then import the mailbox data directly into the Insight Cloud Hosted Exchange This functionality is available via the Insight Cloud Control Panel and the migration process can be conducted with minimal end-user interaction For further information please refer to the Insight Cloud Hosted Exchange Service Administrator Guide.

Operational Service Confirmation Once all the requirements of the Hosted Exchange Requirements Form /ASC/Bespoke SoW have been met, the Admin User will be sent a ‘Confirmation Email’. This ‘Confirmation Email’ will give details of the URL, Username and Password to access the InsightCloud portal; together with details of the Resource Centre webpage where (amongst other resources) User Guides can be downloaded.

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5 ACCESSING INSIGHT CLOUD HOSTED EXCHANGE

Access Methods The following user access options are supported by Insight Cloud Hosted Exchange:

• Microsoft Outlook Web App • Microsoft Outlook 2010 • Microsoft Outlook 2007 with the latest service pack • Exchange ActiveSync devices (including Windows Phone and Windows Mobile devices,

Nokia E and N series devices, Palm devices, Apple iPhone and iPad, and certain Android phones)

• BlackBerry devices • Microsoft Outlook for Mac 2011 • POP3 and IMAP4 protocols

Outlook Web App With Microsoft Outlook Web App, users can access email, calendar, and contacts from a web browser such as Windows Internet Explorer®.

The Outlook Web App client provides users with a rich messaging client experience similar to that of Outlook users.

Verify the following settings on your Web browser to ensure the optimal experience when using the Exchange Control Panel:

• Session cookies are enabled. Session cookies are deleted at the end of the browser session.

• JavaScript is enabled. • The Web browser lets new windows open. Pop-up blocker settings in the Web browser or

third-party pop-up blocker applications may prevent the Exchange Control Panel from opening new windows.

Supported browser and operating system combinations:

Web browser + operating system Supports all features?

Internet Explorer + Microsoft Windows Yes

Mozilla Firefox + Microsoft Windows Yes

Mozilla Firefox + Mac OS X Yes

Mozilla Firefox + Linux Yes

Apple Safari + Microsoft Windows Yes

Apple Safari + Mac OS X Yes

Google Chrome + Microsoft Windows Yes

Google Chrome + Linux No

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Microsoft Outlook The Insight Cloud team recommend using the latest version of Outlook to access Hosted Exchange. Using Outlook in Cached Exchange Mode is also recommended since it provides offline access and helps to provide a responsive user experience even when network conditions between the client and the server are not ideal. Customers must use at least Outlook 2010 or Outlook 2007—with the latest service pack installed—to access Hosted Exchange. Outlook 2003 is not supported for use with Hosted Exchange. Outlook Anywhere (RPC over HTTP) requires Windows Vista or a later Windows operating system. Windows XP is not supported with Outlook Anywhere

Mobile Device Connectivity with Exchange ActiveSync Insight Cloud Hosted Exchange supports the Microsoft Exchange ActiveSync (EAS) protocol. Exchange ActiveSync provides synchronization of mailbox data between mobile devices and Insight Cloud Hosted Exchange to allow users to access their email, calendar, contacts, and tasks on the go. Exchange ActiveSync is supported by a wide range of mobile devices including Microsoft Windows Phone and Windows Mobile devices, Nokia E and N series devices, Palm devices, Apple iPhone and iPad, and certain Android phones. A complete list of current Exchange ActiveSync licensees is available at the Exchange ActiveSync Licensing site. Insight Cloud does not provide end-user device support.

Blackberry A Hosted BlackBerry Enterprise Server (BES) is used to synchronize email, calendar, contacts, and tasks with BlackBerry devices. BES is available at an extra charge for details please speak to your Account Manager.

Insight Cloud does not provide support for BlackBerry devices or handheld applications.

There is a one-to-one relationship of BlackBerry devices to mailboxes.

BlackBerry devices will require device security wipe and reactivation during the provisioning process.

Please refer to the Insight Cloud Hosted BlackBerry Service Description for further information

POP3 and IMAP4 Insight Cloud Hosted Exchange supports both POP3 and IMAP4 protocols including SSL

Macintosh Clients Insight Cloud Hosted Exchange supports Microsoft Outlook for Mac 2011 developed by Microsoft for the Apple Macintosh operating system.

SMTP Relay Is NOT supported

http://www.microsoft.com/about/legal/en/us/IntellectualProperty/IPLicensing/Programs/ExchangeActiveSyncProtocol.aspx

http://en.wikipedia.org/wiki/Microsoft

http://en.wikipedia.org/wiki/Mac_OS

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6 INSIGHT CLOUD HOSTED EXCHANGE MESSAGE FILTERING

Insight Cloud Hosted Exchange utilises Microsoft ForeFront Protection for Exchange (FPE) by default to provide internet email filtering. This filtering solution provides enterprise-class reliability for messaging security and management and also protects against spam and malware. By default, the antivirus features available in FPE are enabled. Insight Cloud Hosted Exchange message filtering also includes these features:

• Connection Filtering: FPE examines the IP address of the original sender. FPE has configurable static IP block and allow lists and a dynamic DNS block list maintained by Microsoft that can filter up to 90% of spam e-mail.

• Sender Filtering: FPE examines the SMTP sender information. This filter enables administrators to configure allowed and blocked senders by domains and e-mail addresses.

• Sender ID Filtering: FPE uses a Sender ID framework to validate that the sender is not spoofing the identity of another sender.

• Recipient Filtering: FPE can also be configured to allow and block e-mail messages to certain recipients in your organization.

• Content Filtering: FPE also examines the content of the message itself, including subject line and the message body. FPE uses the CloudMark™ Anti-SPAM engine to scan all e-mail for spam.

• Backscatter Filtering: FPE includes new technology that enables administrators to prevent false Non-Delivery Reports (NDR) generated from spoofed sender addresses from entering their environment.

Message Quarantine: Email filtering uses a quarantine area for blocked messages. Users receive a notification email providing details of any quarantined email messages addressed to them. Should a client find that legitimate mail was blocked they can request its release by emailing [email protected]. White Listing: Customers may request email addresses / domains to be added to their “Whitelist” to ensure that all email received from those addresses is received. This is done by sending an email to [email protected] requesting the change.

SPAM Confidence Level The Forefront Protection for Exchange 2010 Server (FPE) content filter uses the CloudMark™ Anti-SPAM engine to analyse each e-mail message and stamp it with a Spam Confidence Level (SCL). The SCL ratings used by Insight Cloud Hosted Exchange are as follows:

• -1 / 0 High Confidence – Not SPAM - Delivered • 1 – 4 High Confidence Unlikely SPAM - Delivered • 5 - 8 Confident - May be SPAM – Stamped but Delivered • 9 High Confidence Definite SPAM – Purged

NOTE: If customers are getting repeated emails blocked from legitimate sources please email [email protected] and they will carry out a False Positive Process with CloudMark

IMPORTANT NOTE: Clients with bespoke requirements for e-mail security, archiving and content filtering should contact their Insight Cloud Account Manager for more information on these services.




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7 SERVICE MANAGEMENT AND SUPPORT

Monitoring and Alerting (Availability Management) All products and features supported within the Service are monitored in real time by the Service Desk. This ensures that prompt response is given to potential or actual Service faults. Real time monitoring data is recorded and used to provide trend analysis and is used as the basis of Customer reporting. The Systems Environment is polled in various forms on a regular basis to determine current status. Any failure to respond to regular polling by the monitoring station, within pre-determined threshold values will result in an Incident being generated within the Service Desk. In addition to this proactive approach Insight also utilise a Daily Service Review to regularly ‘spot check’ key elements and functions within the Service that might not be flagged as problems or issues from Monitoring and Alerting We utilise Microsoft Windows Performance counters to monitor and report on the following. This list is indicative of over 400 separate counters that we track and monitor. More can be added on a bespoke basis dependant on the client’s requirements and the nature of the devices / services to be monitored:

• CPU • Disk Space • RAM Utilisation • Login attempts • Web page availability

Daily Service Review The Daily Service Review is the process to check and maintain the key areas of functionality within the Insight Cloud Service. DSR focuses on the following tactical areas:

• Log in attempts for both end users and Admin Portal • Test provisioning system • Test user accounts functionality • Daily Backup checks • Health and performance checks via outputs from Monitoring and Alerting • Capacity planning and analysis

Service Uptime Definition / Performance. Connecting to the InsightCloud Hosted Exchange Service is dependent on a number of factors outside of the control of Insight. For the avoidance of doubt all measures of Uptime / Downtime are made against the availability of the Outlook Web Access Service. Insight Cloud provides at least an overall minimum service level of 99.7% guaranteed availability in any particular month. Availability does not include scheduled Maintenance, Customer-caused outages or disruptions, or outages or disruptions attributable in whole or in part to force majeure events. Scheduled Maintenance will always take place outside of normal business hours (i.e. 8am – 6pm); Customers will be informed 3 days in advance of any Scheduled Maintenance Events.

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Performance is monitored 24x7 to ensure all systems are operating at peak efficiency, and is reported on during the Customer Service Review

Scheduled Maintenance Maintenance of the hosting equipment, facility, Software or other aspects of the Services that may require interruption of the Services (“Maintenance Events”) shall not be performed during Normal Business Hours. Insight may interrupt the Services to perform emergency maintenance during the daily window of 01:00hrs to 05:00hrs UK time. In addition, Insight may interrupt the Services outside Normal Business Hours for unscheduled maintenance. Any Maintenance Events which occur during Normal Business Hours, and which were not requested by the Customer, shall be considered downtime for the purpose of service availability measurement. Insight shall at all times endeavour to keep any service interruptions to a minimum

Capacity Planning Insight Cloud Hosted Exchange is designed and deployed based on current technologies and anticipated customer growth. As technologies improve the platform will also evolve, to make best use of better and faster systems, software and hardware

Service Continuity Management Insight Cloud provides connectivity through multiple internet service providers at the hosting facility. The connectivity includes multiple, diversely routed high-speed connections, multiple Cisco ASA firewalls for security and Citrix load balancers for traffic management and speed optimisation. All servers within the Hosted Exchange Service are either clustered or configured for high availability and connected via resilient Cisco networking systems In the event of a hardware failure, an immediate spares store is available for all systems within the Data Centre, resulting in replacements being installed within 1 hour Backups are carried out daily to disk based systems in Geo Resilient locations

Service Changes and Change Control Any/All Changes to the platform configuration are subject to strict change control, and will only be approved by the CAB following rigorous testing and user acceptance trials

Insight manages changes and audits all changes so that potential problems and pitfalls resulting from such changes can always be reversed.

Insight’s change control policy covers, amongst other things:

• Routine changes and or requests. These are defined as minor configuration changes required as part of the day to day operation of the Service.

• Changes required due to a fault or patch/service pack being required. • Service amendments. • If any changes to the platform are required that could be service affecting, customers will

be given at least 3 days’ notice Note: This excludes Emergency Changes to resume service

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Note: Any changes to the service that may result in an adjustment to billing, will be discussed with you directly by your Account Manager before any changes are proposed

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Termination of Service In order to terminate services contracted in the SOW, the following steps are required:

• Termination requests to be provided in writing to the Account Manager.

All requests to terminate must be made as described above and submitted to Insight 30 days in advance. Once the termination letter is received in writing, Insight will confirm receipt of the termination request via e-mail and invoice the Customer for any applicable termination fees as per the SOW. All Customer data will be made available for extraction from the InsightCloud platform for a period of 30 days post receipt of termination request. InsightCloud by design provides customers with various methods to both upload data and extract data in a controlled manner.

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8 INCIDENT MANAGEMENT

Incident Logging Procedure Incidents can be raised either by the customer or as a result of Availability Management. Prior to raising an Incident customers should consult the relevant user / administrator guides. Customers should also carry out environmental checks to ascertain if the Incident can be resolved at their site. For example: electrical maintenance, building work or loose cables. However after checking the technical documentation and local environmental issues should customers still experience issues with the Insight Cloud Control Panel or Hosted Exchange Service, the following information is needed:

• Company Name – The Customer company name • Contact Name – The person who is raising the request • Contact Details – Telephone and email address • Incident description – A clear description of the incident, providing as much information as

possible to allow Insight to progress. This should include Error Codes & descriptions but can also include Screen captures.

• Service Request* - A description of the request to be carried out.

On receipt of your email, your Incident will be automatically logged into the Service Desk System, which will provide a unique reference number and assign a Priority as defined in the SLA. This reference number is important and should be quoted in all communication regarding the Incident/request. A member of the Insight Cloud Support Team will contact you and troubleshoot the issue, escalating to the appropriate specialist support groups as required

Typical Severity ratings

*Note: In scope Service Requests will be set to Priority 4 and managed in line with the SLA. Example Service Requests are:

• Questions or queries on functionality • Addition of applications/services

Priority Definition Response Times Target Resolution Times 1 The entire Service is "down" and

inaccessible. Priority 1 incidents shall be reported by telephone only.

Within two Normal Business Hours.

Four Normal Business Hours. Continuous effort after initial response and with Customer co-operation.

2

Operation of the Services is severely degraded. Priority 2 incidents shall be reported by telephone only.

Within four Normal Business Hours.

Within two Business Days after initial response.

3

Operational Incident but a work around already exists so that service can continue with little or no impact

Within 12 Normal Business Hours.

Within seven Business Days after initial response.

4 Incidents not service affecting and in scope Service Requests

Within 24 Normal Business Hours.

Next release of Software. Reasonable endeavours (target 24hrs) for in scope Service requests.

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Service Desk Customers will be granted access to Insight Support for any technical issues relating to the Service. Insight Support can be contacted via any of the following methods: Telephone - 08444 723 820 E-Mail - [email protected]

Escalation Procedure If no progress has been made on a Priority 1 or Priority 2 incident within the Target Resolution Time, the incident shall be escalated. If the incident is not resolved, then after each successive increment of the Target Resolution Time (for example four Business Hours for a Priority 1 incident, two Business Days for a Priority 2 incident), the incident shall be further escalated.

Service Requests Following the provision of the Services, Customers are able to make requests for change via the Service Desk:

• Any requests for change will be logged and subject to the Change Control Process • On acceptance of any routine change requests, the necessary changes will wherever

possible be made within 48 working hours of receipt. Any changes required outside of normal working hours (i.e. 8am to 6pm), must be mutually agreed beforehand.

• Non routine changes or requests will be responded to within 5 working days to confirm applicability and acceptance.*

*Note: May incur additional cost.


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9 INSIGHT CLOUD HOSTED EXCHANGE OFF BOARDING

Overview If the customer decides to leave the Insight Cloud Hosted Exchange Service the Termination process captures all the information required to allow for the smooth termination of the customer services. For detailed information of pre-requisites, configurations and considerations please refer to the Insight Cloud Hosted Exchange Service Administrator Guide.

Process The basic process for migrating Insight Cloud Hosted Exchange Customers of the platform is as follows:

• Customers complete the Termination process • Insight will identify the requirements and contact the Customer to confirm settings and service

termination date • Insight will provide Technical Documentation, User Guides etc as required. • Customer to prepare Communication Plans, Migration Schedules and Backup/Recovery

Routines as needed • If required the Customer Administrator can create user accounts on the alternate platform in

preparation for the migration

Mailbox Migration Insight Cloud Hosted Exchange has an inbuilt facility to assist with mailbox migrations, allowing Customers to export the user mailbox data (in .pst format), and then download the mailbox data via FTP This functionality is available via the Insight Cloud Control Panel and the migration process can be conducted with minimal end-user interaction For further information please refer to the Insight Cloud Hosted Exchange Service Administrator Guide.

Mailbox Deletion The removal of the Customer mailbox data will occur in line with the standard Deleted Mailbox Retention Period

The default deleted mailbox retention period is 30 days. After that time, deleted mailboxes cannot be recovered.

Data Disposal For the deletion of obsolete information Insight use KillDisk to sanitise all Hard Disks before disposal to DoD5220.22-M standard

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InsightCloud PriceBook

Commercial

Part Number (sku) G-Cloud SKU G-Cloud Sell Price

IC Services

Desktop

InsightCloud Desktop Only & 1GB Storage INSDES-1GB INSDES-GC-1GB £ 15.99

Desktop Upgrades and Additional Applications

InsightCloud Office Standard INSDES-01 INSDES-GC-01 £ 5.77

InsightCloud Office Pro Plus INSDES-02 INSDES-GC-02 £ 7.86

InsightCloud Microsoft Project Standard INSDES-03 INSDES-GC-03 £ 8.31

InsightCloud Microsoft Project Pro INSDES-04 INSDES-GC-04 £ 13.84

InsightCloud Microsoft Visio Standard INSDES-05 INSDES-GC-05 £ 3.22

InsightCloud Microsoft Visio Pro INSDES-06 INSDES-GC-06 £ 7.11

Insightcloud Application Virtualisation INSDES-07 INSDES-GC-07 £ 2.52

Exchange

IC Exchange Basic mailbox only INSEXC-03 INSEXC-GC-03 £ 0.57

IC Exchange Standard mailbox only INSEXC-06 INSEXC-GC-06 £ 2.04

IC Exchange Std Plus mailbox only INSEXC-09 INSEXC-GC-09 £ 3.03

InsightCloud Blackberry Service INSEXC-10 INSEXC-GC-10 £ 2.67

SharePoint

InsightCloud SharePoint WSS, no storage INSHSS-01 INSHSS-GC-01 £ 1.11

AD Sync

InsightCloud AD Sync Tool INSADS-01 INSADS-GC-01 £ 0.33

Virtual Servers

IC Virtual Server Package 1 - 1Ghz, 2GB RAM, 20GB HDD INSSOD-01 INSSOD-GC-01 £ 51.27






Storage Services

Storage

IC Hosted Desktop Shared Storage 5GB INSSTR-01 INSSTR-GC-01 £ 3.44



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IC Hosted Desktop User / SharePoint Storage 1GB INSDES-08 INSDES-GC-08 £ 0.69

IC Exchange Storage 5GB INSEXC-11 INSEXC-GC-11 £ 3.95







IC Storage for Virtual Servers 1GB INSSOD-07 INSSOD-GC-07 £ 0.40

Backup Services

Laptops/Desktops

1 computer 5GB backup DSOBAC-01 DSOBAC-GC-01 £ 3.99



Servers

License per Server DSOBAC-04 DSOBAC-GC-04 £ 4.00

25GB backup DSOBAC-05 DSOBAC-GC-05 £ 8.00

D2D r16 for Windows Server Standard Edition with Replication DSODTD-01 DSODTD-GC-01 £ 27.78

D2D r16 for Windows Server Advanced Edition with Replication DSODTD-02 DSODTD-GC-02 £ 38.89

Storage 25GB DSODTD-03 DSODTD-GC-03 £ 10.56

IC Backup Trial INSBCK-00 IC Backup up to 100GB INSBCK-01 IC Backup up to 250GB INSBCK-02 IC Backup Storage up to 500GB INSBCK-03 IC Backup Storage up to 1TB INSBCK-04 IC Backup Storage above 1TB - licence INSBCK-05 IC Backup Storage above 1TB - storage INSBCK-06

InsightCloud Backup IC Backup Trial INSBCK-00 IC Backup Storage up to 100GB INSBCK-01 IC Backup Storage up to 250GB INSBCK-02 IC Backup Storage up to 500GB INSBCK-03 IC Backup Storage above 500GB INSBCK-04

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High Availability and DR Services

Servers

1 Server license with 125GB Storage DSORHA-01 DSORHA-GC-01 £ 295.00

Additional 25GB Storage DSORHA-02 DSORHA-GC-02 £ 13.19

Additional Services

Consultancy full day INSCON-01 INSCON-GC-01

Consultancy half day INSCON-02 INSCON-GC-02

Expense site visit INSCON-03 INSCON-GC-03

Expense accommodation INSCON-04 INSCON-GC-04

IC Services

Virtual Servers Apps/Licenses

Office Professional Plus INSAPP-01 INSAPP-GC-01 £ 7.87

Office Standard INSAPP-02 INSAPP-GC-02 £ 5.76

Project INSAPP-03 INSAPP-GC-03 £ 8.31

Project Professional INSAPP-04 INSAPP-GC-04 £ 13.84

Visio Premium INSAPP-05 INSAPP-GC-05 £ 7.46

Visio Professional INSAPP-06 INSAPP-GC-06 £ 7.10

Visio Standard INSAPP-07 INSAPP-GC-07 £ 3.22

Exchange Basic SAL INSAPP-08 INSAPP-GC-08 £ 0.47

Exchange Standard SAL INSAPP-09 INSAPP-GC-09 £ 0.98

Exchange Std Plus SAL INSAPP-10 INSAPP-GC-10 £ 1.68

Forefront TMG Standard 1 Proc INSAPP-11 INSAPP-GC-11 £ 24.53

Forefront TMG Web Prtcn Service SAL INSAPP-12 INSAPP-GC-12 £ 0.47

Forefront UAG SAL INSAPP-13 INSAPP-GC-13 £ 0.34

Frfrnt Prtcn Exchange Svr Basic SAL INSAPP-14 INSAPP-GC-14 £ 0.05

Frfrnt Prtcn Exchange Svr Std SAL INSAPP-15 INSAPP-GC-15 £ 0.20

Frfrnt Prtcn Exchg Svr Std Plus SAL INSAPP-16 INSAPP-GC-16 £ 0.33

Frfrnt Prtcn SharePoint SAL INSAPP-17 INSAPP-GC-17 £ 0.15

SharePoint Server Std SAL INSAPP-18 INSAPP-GC-18 £ 1.48

SharePoint Server Ent SAL INSAPP-19 INSAPP-GC-19 £ 1.55

SQL Server Enterprise Edition 1 Proc INSAPP-20 INSAPP-GC-20 £ 514.63

SQL Server Enterprise Edition SAL INSAPP-21 INSAPP-GC-21 £ 7.78

SQL Server for Small Business SAL INSAPP-22 INSAPP-GC-22 £ 3.53

SQL Server Standard Edition 1 Proc INSAPP-23 INSAPP-GC-23 £ 134.21

SQL Server Standard Edition SAL INSAPP-24 INSAPP-GC-24 £ 4.08

SQL Server Web Edition 1 Proc INSAPP-25 INSAPP-GC-25 £ 13.99

SQL Server Workgroup Edition 1 Proc INSAPP-26 INSAPP-GC-26 £ 28.27

SQL Server Workgroup Edition SAL INSAPP-27 INSAPP-GC-27 £ 2.23

Win Rmt Dsktp Svcs SAL INSAPP-28 INSAPP-GC-28 £ 1.93

Win Small Bus Svr Essntls SAL INSAPP-29 INSAPP-GC-29 £ 1.86

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Win Small Bus Svr PremAddOn SAL INSAPP-30 INSAPP-GC-30 £ 4.74

Win Small Bus Svr Std SAL INSAPP-31 INSAPP-GC-31 £ 3.56

Windows Web Server 1 Proc INSAPP-32 INSAPP-GC-32 £ 7.39

App Virt SAL INSAPP-33 INSAPP-GC-33 £ 4.19

Service Level Agreement

The Supplier shall provide at least an overall minimum service availability level of 99.7% guaranteed availability in any particular month, with network connectivity available for 99.9% guaranteed aggregated over each quarter (“Uptime Service Level”). This availability refers to an access point on the hosting provider's backbone network. It does not apply to the Customer’s local access to the internet as the Customer is responsible for its own internet access. Availability does not include scheduled Maintenance Events, Customer-caused outages or disruptions, or outages or disruptions attributable in whole or in part to force majeure events.

1. AVAILABILITY MEASUREMENT All measurements are performed at five-minute intervals and measure the availability of an availability test page within the Software within 30 seconds. Availability measurement begins on the first day of the first calendar month, beginning not less than 30 days after activation of the Service. Availability measurement shall be carried out by the Supplier and is based on the monthly average percentage availability, calculated at the end of each calendar month as the total actual uptime minutes divided by total possible uptime minutes in the month. The Supplier shall keep and shall send to the Customer, on request, full records of its availability measurement activities under this Agreement. 1. SERVICE CREDITS 1.1 If availability falls below the Uptime Service Level in a given calendar month (“Service Delivery Failure”). The Supplier shall provide service credits as follows:

• 95% - 99.7% - 10% of the monthly Fees for the relevant Services • 90% - 94.9% - 25% of the monthly Fees for the relevant Services • 89.9% or below - 50% of the monthly Fees for the relevant Services

The maximum service credit allowable in a given month is limited to fifty percent (50%) of the total monthly Fee for the relevant Services.

1.2 Service credits shall not be payable unless the Customer requests such service credits within 7 Business Days of the service-affecting event(s). To claim the credit the Customer must send an electronic message to the support desk specified on the InsightCloud Website.

1.3 The Customer acknowledges and agrees that the terms of this clause 12 do not operate by way of penalty and constitute a genuine attempt to pre-estimate loss.

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Training

Insight can offer the option of training for any part of the service at any point. This would be in the form of InsightCloud Consultancy Day or Half Day.

Term and Termination

You may terminate this Service Option at any time by contacting by email on [email protected], following which you will receive the relevant instructions. Upon termination you will be billed for the fees during the month of termination. The email subject must contain “Request to Terminate”.

This Agreement remains in effect until your account is terminated.

The Supplier reserves the right to terminate this Agreement at any time at its sole discretion if you fail to comply with its terms and conditions and/or to refuse or discontinue participation of any Authorised User.

You agree that, upon such termination, in addition to the provisions of clause 17.3 of the Software Services Agreement, you will destroy and permanently erase all copies of the Software.

In addition to clause 17.3.3 of the InsightCloud Software Services Agreement, if this Agreement terminates, other than for your failure to comply, the Supplier will use commercially reasonable efforts to make Customer Data available for you to download for a period of three (3) days. The Supplier has no obligation to provide you with a copy of Customer Data and may remove and discard any Customer Data.

Trial Services

Insight can provide, at the customers request, a trial service for up to 30 days from date of provisioning of the service. The request can be in the form of an email or verbal instruction. Should an extended proof of concept for longer than 30 days be required then there may be additional charges for this service.


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