Vodafone secure mail services

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G-Cloud I Mail Services Definition

April 2014, Vodafone Limited

Vodafone secure

mail services

Overview

The G-Cloud Mail service is a business-class email system based on Microsoft Exchange™. It provides a secure and robust email service, and includes an inbox, calendar, contacts, tasks and folders.

The service includes:

 a secure government accredited environment at IL2 and IL3

 a simple way to manage users and mailboxes

G-Cloud Mail helps you work more effectively across your organisation, for example through calendar look-up and shared mailboxes

Information assurance

The G-Cloud Mail service can support both IL2 and IL3 data, and the two are kept on separate platforms.

Backup/restore and disaster recovery

We store all data in two different Tier 3 locations in the UK, so if there was a disaster at one location, the other location can continue the service. Even the individual data centres themselves have resilience. For example, if one server fails there’s another at the same site to take over the job before disaster recovery processes kick in. All data is securely backed up and secured off site.

On-boarding and off-boarding

On-boarding

We’ll work with you to agree and define your need for managed migration from any existing email systems, which we’ll then include in a quote based on your requirements.

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Off-boarding

If you want to end any of your Mail services during or at the end of your contract, please speak to your account team representative. We’ll then work with you to assess, plan, schedule and make the change. If you do end the service before your contract is up, you will be required to pay any applicable termination charges. Please see our terms.

Service management

Change management

We know that you might want to evolve your G-Cloud Mail service as your organisation changes. If you’d like to make a change, just send a request for change form to our service desk.

We have a robust change and service request management process to help us give you a cost-effective, constant and smooth service. This helps us assess, control and deliver any changes.

It also includes release and configuration management processes.

We’ll use our change management procedures to handle all change requests. This process includes:

 raising and recording changes

 assessing the impact, cost/benefit and risk

 business justification and approval

 managing and coordinating implementation

 reporting and monitoring implementation

 reviewing requests

 assessing and approving change requests

All our change process are compliant with ISO 9001:2008.

Service constraints

Maintenance and planned works

We define planned works as any routine maintenance or preventative actions we need to do to help our Mail service run smoothly.

We’ll give you at least 10 working days’ notice of any planned works that could affect you. You can’t refuse planned works that we need to do for the integrity, supportability, security, performance or availability of any infrastructure available to or used by you or any other customer.

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Service levels

Support services

The G-Cloud Mail service operates to an availability service level agreement of 99.9%.

Severity level definitions

Severity level Description Typical examples

1 Loss of service Website down

2 Degradation of service Intermittent fault, pushing performance below service _levels 3 Risk to service Loss of resilience, loss of second site

4 Not affecting service Failed power supply or disk usage at 90%, needing _{investigation and advice}

Service restoration

The time it takes to restore a fault is based on the severity level of the fault, time to restore is the time from you letting us know about the problem to the problem being fixed.

Our target restore times are:

Severity level Target time to restore

1 4 hours 2 4 hours 3 48 hours

4 n/a

Ordering and invoicing

If you make an order or ask for a quote, you’ll get a reference number you can use to track your request. Orders that you place will be subject to our terms.

You’ll get regular updates on quotes and orders from our sales support desk. These might include details from technical, design, commercial, survey or feasibility teams.

We’ll invoice you:

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 monthly in arrears for all recurring charges and usage charges – all your charges will be itemised on

your bill

 the month after the month in which a change you’ve asked for has been done or you start using a

service for any other requests

Ending the service

Either of us can terminate the contract for:

 insolvency

 material breach

 revocation, change to or non-replacement of telecommunications authorisations or licences

 fraud

 convenience on 3 months’ notice, that notice won’t expire until the end of the initial period or renewal period (as applicable)

 force majeure

We can terminate the contract:

 for non-payment

 for IPR infringement

 according to law, regulation, etc

 to prevent interference with, damage to, or degradation of the Vodafone network

 to eliminate a hazardous condition

 if you misuse the service

You can end the contract at any time by giving us 90 days’ notice, as long as you pay any early termination charges as set out in our terms.

Data restoration

We can restore data up to 90 days after you’ve deleted it from your deleted items folder.

Your responsibilities

You’re responsible for:

 giving us contact details of a technical person or team who we can speak to about design and on-boarding activities

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 getting a suitably authorised person to agree the standard terms and conditions and sign the initial order form

 giving us adequate information and contact details of someone we can liaise with on any incident/fault resolution

 providing all application licences for any applications you install (and giving us proof if we ask)

 working within with our acceptable use policy

 signing off the solutions design document

We ask you to sign the customer acceptance form to confirm that you accept the service and that you send it back within 14 days of receiving it.

Trialling Mail

Please ask if you’d like a trial of the Mail service, though trials might have limited functionality because of security and operational factors. We can also give you client references.

Need more information?

For more information, please talk to your sales representative or your account manager or you can email the team on [email protected]