OUTSOURCERY CLOUD MAIL
SERVICE DESCRIPTION
INTRODUCTION
Workplaces are changing. Teams are more distributed. People need productivity tools that enable them to work from virtually anywhere. Yet, despite organisations’ technology investments, users struggle to stay connected with colleagues and the business. Slow innovation in traditional technologies such as telephony forces users to choose other modes for collaboration and communication. This makes it more challenging for IT professionals to deliver new capabilities in an integrated, cost-effective, and secure manner.
Outsourcery Cloud Mail provides more than just email. It connects users in new ways, regardless of their physical location. Exchange 2010 forms an important element of the Unified Communications platform, delivering a fresh, intuitive user experience.
Outsourcery hasn’t just taken Exchange 2010 and deployed the software in our cloud like many other providers. Outsourcery has added and integrated business grade Instant Messaging, Presence and market leading AntiSpam/ Anti Virus functionality to provide our customers with a product which dramatically improves communication, collaboration and business productivity.
With the functionality of Exchange 2010 integrated with Microsoft Lync, Cloud Mail brings together the different ways people communicate in a single interface. It is deployed as a unified platform, and is administered through a single management infrastructure. The unified nature of the system helps reduce costs and facilitates rapid user adoption.
Cloud Mail meets the highest security, resilience and disaster recovery standards and offers an unparalleled level of reassurance for customers with business-critical systems in the cloud, combined with Microsoft Lync for a truly best-of-breed Unified Communication solution.
This guide provides an overview of the features available with Outsourcery Cloud Mail
Outsourcery Cloud Mail is a hosted messaging solution that delivers the capabilities of Microsoft Exchange 2010 as a cloud-based service. It gives users rich and familiar access to email, calendar, contacts, and tasks across PCs, the web, and mobile devices. With
Outsourcery’s Cloud Mail, organizations can take advantage of sophisticated messaging capabilities without the operational burden of on-premises server software. This document provides information technology (IT) professionals with an overview of the capabilities of the Outsourcery Cloud Mail service.
INFRASTRUCTURE
Cloud Mail is a hosted service, which is delivered from Outsourcery’s O- Cloud platform. The infrastructure is the backbone to the cloud and Outsourcery has invested millions in making sure the data centre and network are among the most secure, resilient and highest spec available.
Tier 3+ data centre: built to Tier 3+ Uptime Institution standards with fully resilient, power, cooling and environmental systems
High quality Carrier Grade network: utilising multiple internet breakouts across redundant and geographically disparate networks using BGP peering provides Quality of Service right into the core of the Outsourcery network
Intelligent, proactive security measures: To ensure the ultimate in customer confidence our security appliances provide the most advanced Intrusion Prevention Systems (IPS), Network Behavioural Analysis (NBA) and Denial-of-Service (DoS) Protection, fully protecting our network against known and emerging network security threats
Integrated Disaster Recovery Service: ensures customers can choose to match recovery time objectives with the needs of their business, whilst keeping costs under control
PLATFORM
Outsourcery’s platform strategy is to utilise ‘best of breed’ technologies from enterprise vendors only. This ensures maximum uptime and performance, high levels of flexibility and interoperability.
Best-of-breed technologies: We’ve invested over 3000 man hours in developing our platform using the latest generation of HP server blades and Intel processors combined with HP storage and HP networking. Engineered and tested to the highest level in conjunction with HP
High performance virtualisation: All servers are virtualised using Windows Server 2008 R2 Hyper-V; independently tested by Enterprise Strategy Group Research and awarded Best in Class for running Microsoft applications from Exchange Server to Lync
Extremely resilient platform: N+1 redundancy across all components combined with an enterprise-class management suite means we can offer a 99.99% financially-backed availability guarantee
OPERATIONAL EXCELLENCE
Outsourcery has invested over £500,000 to ensure the processes, accreditations and standards by which we run our business are uniquely tailored to provide an agile management framework for the Cloud.
ITILv3 trained support teams and ITIL Service Management frameworks means you are supported by best-practice processes with transparent Service Level Agreements that can be tailored to your organisation
We’ve invested in obtaining ISO27001 & ISO9001 accreditations for information security management
Comprehensive support and single point of contact with expertise to fault find across all products and technologies including Exchange and Lync
TRANSFORMATION AND ADOPTION
Our team of Cloud Consultants are experts in the unique benefits and challenges of cloud computing and entirely focused on assisting customers in transforming their business applications into optimised Cloud Services.
Helping you plan for Cloud: A dedicated Project Management team with
accreditations in Microsoft SureStep, PRINCE2 and Agile methodologies mean we are able to pick the methodology that suits each project, providing ultimate flexibility from design through to delivery
Helping you migrate to the Cloud: As Microsoft’s Hosting Partner of the Year 2010 we are experts in making your transition to the cloud simple, efficient and painless. Our team is one of the most recognised in the industry and has a selection of tools and skills designed to make migrations an unqualified success
Helping you achieve faster ROI: Microsoft certified experts in every technology we sell mean we are experts in recognising your business needs and designing a solution quickly and efficiently.
FUTURE PROOF SOLUTION
We understand that our customers and partners are investing in us for the future and as such need to feel secure in their choice. That is why we’ve designed and built O-Cloud to handle future traffic demands and communication methods.
HP Converged Infrastructure: Our network has been ‘wired-once’ to handle speeds of up to 40GB, far beyond the needs of today’s business applications Capacity on demand: O-Cloud is architected using designed and
pre-engineered pods of HP technology enabling us to add capacity with minimum risk and disruption
Data Centre Capacity: We have deployed O-Cloud into two data centres, providing options for expansion as required
RELIABILITY AND AVAILABILITY
Intrusion monitoring: Outsourcery continuously monitors our systems for any unusual or suspicious activity. If Outsourcery detects such activity, it investigates and responds appropriately. In the unlikely event that a significant incident occurs, the customer is notified
Security audits: Outsourcery regularly assesses its infrastructure to ensure that the latest compliance policies and antivirus signatures are installed, along with high-level configuration settings and required security updates
High availability: Outosurcery’s Cloud Mail has a minimum of 99.93 percent scheduled uptime. If a customer’s service is affected, Outsourcery offers financial remedies subject to the terms and conditions of the SLA
Business continuity: Redundant network architecture is hosted at geographically dispersed Outsourcery UK data centres to handle unscheduled service outages. The data centres act as backups for each other: If one fails, the affected customers are transferred to another data center with limited interruption of service
SELF SERVICE
Outsourcery’s Administation Portal: This easy-to-use web based portal provides Admin users with the ability to manage users, administer services, reset passwords and download key information
DATA CENTER LOCATIONS
SYSTEM REQUIREMENTS
Software Supported Version
Operating systems Windows® 7
Windows Vista® Service Pack 2 Windows XP Service Pack 3
Windows XP Home Edition is supported but will not support federated identity Windows XP Media Center Edition is supported but will not support federated identity Mac OS X 10.5 (Leopard), 10.6 (Snow Leopard)
System software Microsoft .NET Framework 3.0 (for Windows XP) Java client 1.4.2 (for Macintosh OS X)*
Office clients Microsoft Office 2010 or Office 2007 Service Pack 2
Office 2008 for Mac and Microsoft Entourage® 2008 Web Services Edition Office 2011 for Mac and Outlook 2011 for Mac
.NET 2.0 or later Microsoft Lync 2010 Communicator for Mac Browser software—
Outosurcery’s Administration Portal
Internet Explorer 7 or later Mozilla Firefox 3.x Apple Safari 3.x Browser software—
Outlook Web App
Internet Explorer 7 or later Firefox 3 or higher
Safari 3 or higher on Macintosh OS X 10.5 Chrome 3 and later versions
Outlook Web App also has a light version that supports a reduced set of features across almost any browser
CLOUD MAIL PACKAGES
For a shared/multi-tenanted Cloud Mail solution, there are three types of subscriptions available:
Enterprise Cloud Mail: provides a rich user experience for Exchange 2010. It incorporates Symantec Anti-Virus and Anti-Spam and integrates with Microsoft Lync to support higher productivity and efficiency
Essential Cloud Mail: is designed for users who require fewer messages and reduced collaboration; it does not include the Outlook client or Lync, and has a reduced mailbox capacity
Essential Cloud Mail 2GB: provides more storage to the Essential Cloud Mail product.
PACKAGE FEATURE COMPARISON ESSENTIAL CLOUD MAIL ESSENTIAL CLOUD MAIL 2GB ENTERPRISE CLOUD MAIL
Cloud Mail is available in different packages, designed to suit different
users’ needs
All Cloud Mail services are delivered on 1 month contracts
A browser-based email service suitable for users
who need key functionality at a
lower cost
An additional storage option for
Essential Cloud Mail users A feature-rich communication solution that includes elements of Microsoft Lync Cloud Mail Features
Total mailbox space per user 500MB 2GB 25GB*
Advanced Anti-Spam and Anti-Virus protection from Symantec.cloud
Microsoft Forefront Anti-Virus Security Outlook Web App (OWA 2010)
Outlook Anywhere x x
Outlook 2010 Client x x
Unified Lync Messenger: Pc-to-PC IM &
Presence, voice and video calls x x
ActiveSync (iPhone, Android, Windows, and other Smartphones)
Administration Control Panel
Platform Features Security and Resiliency: Tier 3+ UK Data
Centre, 24/7 Security 99.93% Uptime Guarantee
Geographic Redundancy: Data Replication in duel-site architecture
Back Up - Regular back-ups as standard
UK, ITIL based Technical Support Basic Support Included
Basic Support
Included Basic Support Included *This is an unlimited mailbox with a 25GB fair use policy
Additional Options
BlackBerry Enterprise Service Seamlessly and securely integrate with Cloud Mail Domain Name
Premium UK Technical Support Out of hours critical incident support, and enhanced services for Cloud Mail Cloud Mail Migrations Migrate mailboxes, calendars and other user data to Cloud Mail
Remote Administrator Training
Unified Messaging – Cloud Mail and Lync Combined
Combine Cloud Mail with Unified Lync for the most benefits. Unified Messaging adds internal and external conferencing, and voice features to Cloud Mail to deliver a full communications solution.
Unified Messaging - Group Messenger Cloud Mail plus internal multi-party IM&P, voice, video and conferencing and unified messaging
Unified Messaging - Communicate Cloud Mail plus PBX replacement and unified messaging Unified Messaging - Communicate
Enterprise
Cloud Mail plus internal and external voice, video and conferencing, PBX replacement and unified messaging
CLOUD MAIL DETAILED FEATURE LIST
Outsourcery Cloud Mail SERVICE FEATURES
Mailbox size 500 MB (Essential user) 25 GB (Enterprise user) Message size limits (max attachment size) 25 MB
Recipient limits 500 recepients/day Message rate limits 30 messages/second Deleted item recovery 14 Days
Deleted mailbox recovery 30 Days
CLIENT ACCESS
Outlook 2010 support Yes Outlook 2007 support Yes Outlook Anywhere (RPC over HTTPS) Yes Outlook Cached Mode Yes
Outlook Online Mode Yes (not recommended) Autodiscover Yes (for Outlook and mobile)
Outlook Web App Internet Explorer 7+, Safari 3+, Firefox , Chrome Outlook Web App light experience Almost any browser
Outlook Web App: Vanity URL (http://mail.contoso.com)
Customer can set up a redirect Outlook Web App: session time-out Default: 6 hours
Configurable up to 24 hours Public/private computer logon option No
WebReady document viewing Yes
Disable web access Yes
Limit web access to internal users Yes (requires Active Directory Federation Services federation) Instant messaging and presence connected
to web email client
Yes
Macintosh support (rich client) Entourage 2008 Web Services Edition
IMAP Yes
POP Yes
MOBILITY
Windows Mobile devices Windows Mobile 6.0+ Other Exchange ActiveSync devices (such
as iPhone)
Yes Remote device wipe (implementation varies by mobile device manufacturer)
Outsourcery Cloud Mail
Customize Exchange ActiveSync security policies and settings, including
PIN/password lock
Yes
Disable Exchange ActiveSync access Yes Mobile device allow/block/quarantine Yes Over-the-air-update for Outlook Mobile Yes Mobile SMS sync (through Exchange
ActiveSync)
Yes SMS (text messaging) notifications Yes BlackBerry (via BES) Yes BlackBerry (via BIS) Yes
EMAIL/INBOX
“Send on behalf of” and “send as” Yes
Shared mailboxes Yes
Server-side email forwarding Yes
Inbox rules Yes
Tasks Yes
Conversation view and actions (such as ignore conversation)
Yes MailTips and MailTips customization Yes Connected accounts (aggregate mail from multiple external email accounts)
Yes
CONTACTS/DIRECTORY
Personal contacts Yes
Personal distribution groups Yes Restricted distribution groups Yes Dynamic distribution groups Yes Moderated distribution groups Yes Global Address List Yes Hide users from Global Address List Yes Offline Address Book Yes Global Address List photos Yes External contacts (in Global Address List) Yes
CALENDAR
Out-of-office auto-replies Yes Cross-premises calendar free/busy (mix of on-premises/cloud users)
Yes Federated calendar sharing Yes Publish or subscribe to calendar thorugh
iCal
Yes Side-by-side calendar view in web client Yes Resource mailboxes (for example, for
conference rooms or equipment)
Yes Outlook 2010 Room Finder Yes
SECURITY
Anti-spam (AS) Microsoft Forefront Protection for Exchange Anti-Spam protection from Symantec.Cloud
Outsourcery Cloud Mail
Antivirus (AV) Microsoft Forefront Protection for Exchange AV for inbound/oubound, Forefront AV internal
Anti-Virus protection from Symantec.Cloud Safe and blocked senders (configurable at
the organization level)
Yes Opportunistic TLS for inbound/outbound
Yes Forced TLS for inbound/outbound email Yes
S/MIME Yes, with limitations
No Outlook Web App support
PGP Yes
COMPLIANCE/ARCHIVING
Disclaimers Yes
Transport rules Yes
Personal archive No
Journal messages to external or on-premises archive
No Multi-mailbox search (e-discovery) Yes
Legal hold No
ADMINISTRATION
Administration through a Web-based interface (Exchange Control Panel)
Yes Administration through command line shell (PowerShell)
Yes Role-Based Access Controls (RBAC) Yes
Message tracking Yes
Usage reporting Some data can be extracted using PowerShell
Auditing Yes
APPLICATION
ACCESS/CUSTOMIZATION
Application connectivity through web services
Yes
SMTP relay Yes
Outlook Web App Web Parts Yes Outlook add-ins and Outlook MAPI Yes Application connectivity through Exchange Server MAPI/CDO API
No Application connectivity through DAV No
OTHER
GENERAL INFORMATION
Accessing Cloud Mail
Outsourcery Cloud Mail allows users to connect to their mailboxes from a variety of devices and platforms. All network connectivity occurs over the Internet, and VPN connections are not required.
Microsoft Outlook: Microsoft Outlook is a rich email program that includes support for calendaring, contacts and tasks. Outsourcery Cloud Mail supports Microsoft Outlook 2010 and Microsoft Office Outlook 2007.
Outlook Web App: Microsoft Office Outlook Web App is a web-based version of the Outlook email program that is used with Exchange. Wherever users are connected to the Internet—at home, at the office, or on the road—they can access their email through Outlook Web App.
Anti-Spam and Antivirus Filtering
Outsourcery Cloud Mail uses Microsoft Forefront® Protection and Anti-Virus and Anti-Spam from Symantec.Cloud for Exchange. This is a complete enterprise-level email filtering technology, to help protect incoming, outgoing and internal messages from malicious
software transferred through email. All messages transported through the Exchange service are scanned for viruses and malicious software.
This service uses proprietary anti-spam technology to help achieve high accuracy rates. The technology uses multiple, complementary anti-virus engines to help detect viruses and other malicious code spread through email. Administrators do not need to set up, configure, or maintain the filtering technology because antivirus and anti-spam protections are
preconfigured.
Administrators can manage advanced controls over anti-spam, anti-virus and email control settings, directly through the Exchange Administration Portal.
DISCLAIMERS
Laws or other regulatory requirements may require organisations to add disclaimers to users’ email messages. Outsourcery Cloud Mail lets administrators add disclaimers to messages in transit using transport rules. Administrators can create custom disclaimers for different groups in an organization and can control whether the disclaimers are applied to internal messages, outbound messages or both.
Exchange Web Services (EWS) can perform specialized actions, such as querying the contents of a mailbox, posting a calendar event, creating a task, or triggering a specific action based on the content of an email message.
PUBLIC FOLDERS
Public folders are supported in Outsourcery Cloud Mail. TECHNICAL SUPPORT
For contact information and further information around Outsourcery’s Technical Support offering please refer to the Outsourcery Cloud Mail Support Services Descrpition.
MICROSOFT LYNC IN CLOUD MAIL
Outsourcery provides some Unified Lync features integral to Cloud Mail. Outsourcery Unified Lync Messenger
Features: IM & Presence; 1-2-1 audio & video calls and 1-2-1 conference tools (desktop sharing, whiteboarding)
Customer Benefits: Speeds up communications and increases productivity from all users, especially remote or field workers. They can connect and communicate from anywhere with an internet connection. The cost of internal phone calls is reduced. Unified Messaging
Unified Messaging (UM) is the handling of voice, email, instant messages and other Exchange features in a single solution that a user can access by email or by phone. Users are notified by email of missed phone calls, voicemails can be retrieved via email and calendars can be accessed by phone
Outsourcery’s Unified Messaging product combines Cloud Mail with Unified Lync to deliver email, calendar, telephony and conferencing as a single, integrated product
CLOUD MAIL MIGRATIONS
Cloud Mail Migration offers users secure, documented and tested ways to move from their existing mail provider to Outsourcery Cloud Mail.
A structured migration plan is vital if customers are to move successfully to any new email platform. Unless the customer is a start-up company, they will have existing data, contacts, calendar entries and other items that they will need to import to Cloud Mail. Outsourcery’s Cloud Mail Migration service will manage this migration, making a customer’s journey smooth and secure.
MOBILE EMAIL
Outsourcery offers some key benefits for companies and employees enabling mobile working with all of our cloud email offerings:
Mobile workers can turn downtime into productive time by using mobile messaging devices to stay in touch with co-workers, customers and business partners. This enables faster response times and greater customer satisfaction
Organisations can increase agility and flexibility by using mobile devices to keep your mobile workers up to date when they’re away from traditional desktop or laptop work environments
Executives and key decision makers can stay better informed and connected by using mobile messaging devices to keep abreast of changes or events in their businesses
Users can find and act on needed information no matter where you are You can save money with push email which reduces your reliance on older
technologies such as SMS Messaging
Never lose your contacts or data again when replacing a device. All your contacts, emails, tasks and other data are saved on the server and can be automatically synchronized to your new device
