Capito
G- Cloud 6
REFERENCE NUMBER RM1557vi
Service Definition Document
Secure Email Archiving
1.
INTRODUCTION
This document forms part of Capito’s formal response to the Crown Commercial Service’s Invitation to Tender for G-Cloud 6.
It describes the services being offered by Capito for inclusion in the G-Cloud Framework.
2.
OVERVIEW – CAPITO EMAIL ARCHIVING
The Capito email archiving solution allows organisations to achieve compliance and regulatory complicity by deciding, at a policy level, what mail requires archiving and who has access to the mail. It can be simply set to archive all mail to or that from a domain, or it could be applied to individual users or groups of users with retention ranging from 1 year to forever. Once all mail is archived administrators are then able to search across their global email archive for eDiscovery or compliance purposes.
In addition to deciding what mail is to be archived, access levels can be set to restrict access to the mail archive. These rights can range from providing all users with easy access to their archives though the standard mail interface, through to only allowing specific authorised users to view the archived mail. No mail can ever be deleted from the archive.
All mail archived is encrypted to prove that there hasn't been any tampering, a crucial benefit should that mail subsequently be used in legal proceedings. In addition, all mail is copied to multiple geographically diverse locations within the UK across the Capito data centre network. This ensures the archive is always available and that there is a duplicate record in the event of a catastrophic failure of one data centre.
3.
CAPITO EMAIL ARCHIVE FEATURES
Import of legacy data
Tamper proof archive for eDiscovery and legal compliance
Unlimited archive storage
Global search across all mail
Recover and download multiple emails for legal or HR purposes
Granular access to individual’s archive if required
Full LDAP integration
Archive of external and internal emails
Cost reduction
Complete policy flexibility
4.
TECHNICAL FEATURES
The platform is hosted within Tier 3 data centres in London, Maidenhead and Glasgow. The facilities are three of eight UK data centres, manned 24x7 by employed technical staff. Capito ensures the risks due to power, connectivity or networking are minimised by building our systems using equipment from leading vendors such as Cisco, EMC, Dell, HP and VMware, ensuring full redundancy and no single point of failure across the cloud layers. In the event
that any component fails, automated failover kicks in to ensure the platform continues to operate without any impact to the email service. The platform itself can scale to store Petabytes of data linearly. Multiple copies of each email are written to multiple locations ensuring that should Capito suffer a failure of a complete data centre then a copy of all emails is still retained, ensuring data integrity.
4.1
EDISCOVERY
Business Mail Archiving captures, indexes and archives all compliance-related data in a tamper proof store to ensure compliance with legal or regulatory requirements, reducing the risk of litigation. Without an effective eDiscovery system, sourcing a specific file within the archive would be like searching for the proverbial ‘Needle in a Haystack’. Our advanced search tools allow users to rapidly target and recover email and our authenticity verification protects you in any potential legal disputes.
4.2
COST REDUCTION
Email consumes vast amounts of storage space and the ever-increasing volume of mail sent is driving up storage requirements. Moving email archiving to the Cloud not only frees up corporate networks but does so with significant cost reductions compared with in house solutions, while providing users with effectively unlimited mailbox storage.
4.3
EMAIL ARCHIVING - KEY POINTS
Unlimited Storage as standard
Achieve Legal and Compliance pressures
Granular and flexible retention policies
Reduce the total cost of ownership of email
Fault tolerant and scalable platform
Guaranteed 100% availability on all infrastructure (power, cooling and network).
24/7 UK based support included as standard
5.
CLOUD CONTROL
The Control Panel allows users to manage the following:
Deploy – launch new services;
Upgrade – flex up to meet demand;
Start/stop – Manage your services;
Retention Policy – Manage retention rules
eDiscovery – search globally across all emails
Setup monitoring – detail your escalation and internal support groups for specific custom alarms
6.
CONNECTIVITY
Connecting the Capito data centres is a 20 Gigabit-per-second (Gbps) fibre ring which provides resilience and diversity to minimise the impact of a single transit failure. Three peering sites across this ring provide 10Gbit uplinks to our transit providers; Tiscali, Interoute, Cogent, and Teleglobe and Capito also maintains private peering connections with LONAP and LINX.
All of our networking exchange hardware is housed in on-site dedicated cabinets. Each data centre network hub houses a Cisco Catalyst 7600-series modular switch, dual power supplies
and a range of 7600-series fabric-enabled line cards to support both multiple fibre and copper gigabit connections.
Automatic systems constantly monitor our entire network, transit links and servers. In the event of any problem, our data centre NOC teams are on site 24 hours a day. Capito holds on-site spares for critical equipment which powers our network to assist us in ensuring that we maintain our 100% uptime guarantee.
Off Site Connectivity
If you wish to access our Cloud Storage platforms via dedicated Internet Connectivity from your local office Capito can deliver dedicated network links straight into our Enterprise grade network. A wide variety of options are available from 10Mb/s through to 1Gb/s circuits, with or without internet breakout.
For further information on options for off-site connectivity please contact your Capito Account Manager.
7.
SERVICE MANAGEMENT DETAILS
Capito assigns an Account and Technical Manager to each client. Our approach to Account Management has been developed to provide a value added service to our customers. Account Managers are focused on developing relationships, understanding each customer’s strategic goals and supporting them in the achievement of their objectives. By understanding the demands placed on the organisation and the business drivers we are able to identify and recommend solutions that support customers in the achievement of those objectives.
The Account Manager is also a single point of contact for any requirements or escalations, ensuring any issues are dealt with seamlessly and effectively.
8.
PRICING
Description
Cost per
month (£)
Email Archiving Service – Cost per user
1.00
The pricing is based on cost per user per month.
Pricing is exclusive of VAT.
9.
MONITORING & SUPPORT
Support is provided on a 24/7 basis and the Capito on-site NOC team responds immediately to monitoring alarms and support requests. The SLA specifies that all service affecting problems are dealt with in fifteen minutes.
Business Impact Level’s (IL) Capito Email Archiving has been assessed as suitable for information systems classified to ‘Official’ status - appropriate for IL3 data.
All Capito data centres are located in the UK
UKAS certified management systems to ISO 9001, ISO 27001, ISO 20000 and ISO 14001
11.
ORDERING AND INVOICING PROCESS
Upon receipt of a completed Sales Order form, Capito will deploy the required service. Billing for the service is monthly, with a minimum contract term of one month.
Payment can be via Direct Debit or BACS transfer.
12.
SERVICE LEAD TIME
New Email Archiving customers are typically deployed within two working days from order. Shorter deployment times may be available and prioritised upon request.
Existing customers are able to deploy additional users via the Cloud Control Panel.
13.
ON-BOARDING AND OFF-BOARDING
Once the deployment is completed, account and access details are sent to the Account contact nominated by the customer. The service will be ready for data upload, and use.
When use of the server ends, the customer will be able to export the data before the service is terminated.
14.
USING THE SERVICE
Capito technicians will work with your System Administrator to pre-configure the Mail Archive to accept and process mail from your nominated mail server. Once this is completed we can offer advice and support on modifying your domain names MX record to point towards your new Mail Filter service.
This process can usually be completed with next to no disruption to your normal mail delivery process.
15.
TERMINATION TERMS
At the point of termination, all data, accounts and access will be permanently deleted, and will not be able to be recovered or restored.
It is the responsibility of the customer to remove all data prior to termination.. There are no termination costs for this Service.
16.
SERVICE CREDITS
Capito offers guaranteed service levels on network availability, power, data centre environmental conditions and support. In the unlikely event that we do not meet our stated levels we will credit your account.
Existing archive data can be migrated into the service.
18.
CONSUMER RESPONSIBILITIES
The control and management of access is the responsibility of the Administrator.
The customer is responsible for ensuring only appropriate data is stored and processed by applications on this environment and that they abide by Capito’s Acceptable Usage Policy.
