Cloud Services for Microsoft

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29 August 2014

Version 2.05

Cloud Services for Microsoft

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5.3. Service Pre-requisites ... 21 5.4. CSfM Exchange Exclusions ... 22

5.5. Mail Filtering (Option) ... 22

5.6. Mailbox Types ... 24

5.7. Mailbox Management ... 25

5.8. User Access ... 26

5.9. Blackberry Enterprise Server (Option) ... 27

5.10. Public Folders (Option) ... 27

5.11. Application Integration ... 27

5.12. Messaging Policies ... 27

5.13. Data Restoration ... 28

5.14. Authentication ... 28

5.15. Integration With Other Mail Systems ... 29

5.16. Journaling ... 30

5.17. Message Records Management ... 30

5.18. Personal Mailbox Archiving (Option) ... 30

5.19. Unified Messaging Integration ... 31

5.20. Self-Service Mailbox Data Import ... 31

5.21. Satellite Offices (Option) ... 31

6. Cloud Services for Microsoft SharePoint ... 33

6.3. SharePoint User Types ... 33

6.4. SQL Server Database Management ... 34

6.5. Data Storage ... 34

6.6. Data Redundancy and Retention ... 34

6.7. Office Web Apps ... 35

6.8. SQL Server Reporting Services (Option) ... 35

7. Cloud Services for Microsoft Lync ... 36

7.3. Service Pre-requisites ... 37

7.4. CSfM Lync Exclusions ... 37

7.5. Lync Enterprise Server Features ... 38

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7.7. Federation ... 40 7.8. Voice Functionality ... 41

7.9. Integration with the Microsoft Experience ... 43

7.10. Microsoft Lync Client ... 44

7.11. Audio and Video Devices ... 45

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1. Cloud Services for Microsoft - General

1.1. Overview

The Services are based on the 2013 Microsoft Business Productivity applications. The three Services are:

● Cloud Services for Microsoft Exchange (“CSfM Exchange”) ● Cloud Services for Microsoft SharePoint (“CSfM SharePoint”) ● Cloud Services for Microsoft Lync (“CSfM Lync”)

1.2. Service Preconditions

It is a precondition of using the Services that Client maintains for the duration of the Agreement sufficient Services to support not less than 50 0 Users for each CSfM Service in use by Client. For example, if Client us es CSfM Exchange, at least 500 Mailboxes must be maintained, if Client also uses CSfM SharePoint, sufficient CSfM SharePoint Services to support 500 Users must be maintained.

It is a precondition that Client m aintain, administer and, where applicable, renew any registration(s) for domain names and other domain names, SSL certificate(s), and DNS records required for Users to access the Services.

1.3. Accessing the Services

By default, the Services are available via an SSL encrypted connection across the public Internet. Client is responsible for the availability of the Internet connection and the payment of any associated supply or installation costs.

1.4. Microsoft Licensing

Client must obtain and maintain sufficient Microsoft licences for proper use of the Services and comply with all Microsoft licensing obligations. Client will state in the Order which Microsoft licensing regime it uses: (i) Licence Mobility; or (ii) Service Provider Licence Agreement.

1.4.1. Licence Mobility

Licence Mobility allows a Client with Microsoft Software Assurance to deploy the Microsoft Applications on the Services. If Client uses Licence Mobility in connection with the Services then Client: (i) must authorise Dimension Data as its Microsoft Licence Mobility Partner; and (ii) will comply with, and will cause all Users to

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comply with, any Licence Mobility terms, conditions and requirements that are made available by Microsoft.

Client also acknowledges and agrees that: (i) although Dimension Data may provide information relating to Licence Mobility, Client is solely responsible for ensuring its and its Users’ compliance; and (ii) if, at any time, Client increases the number of MS Application licences utilised by Client to access a given MS Application through Licence Mobility, then in addition to any Fees otherwise payable to Dimension Data (for example, for the increase in the number of hosted instances of the MS Application), Client may incur addi tional charges from Microsoft, including for the purchase of additional licences.

1.4.2. Service Provider Licence Agreement

If Client does not have a Microsoft Volume Licence and Microsoft Licence Mobility or does not wish to use existing Microsoft Applications licenses in connection with the Services, then for an additional Fee Dimension Data can licen ce the Microsoft Applications to Client under the Microsoft Services Provider Licen se Agreement (SPLA) programme.

1.5. Client Take-on

Dimension Data and Client work together to prepare Client for using the Services during Client Take-on. Client Take-on varies from Client to Client but generally consists of the following steps:

1. Service Activation. The process of configuring the Services w ith any required Options or Client’s preferences.

2. Migration. Moving Client’s Users and data from legacy systems to the Services. Dimension Data has relevant expertise and can provide Client with professional services to support Migration , but Migration related work is NOT included in the Fees or as part of the Agreement. If Client requires Dimension Data to carry out Migration work , a separate arrangement must be made.

3. Testing. Dimension Data will perform a User acceptance t est before making the Services available to Client. Client will then test and accept the Services.

4. Training. If required, Dimension Data will provide basic training in connection with the Services to Client’s Administrators. User training is Client’s responsibility. Dimension Data can provide User training on request and for additional Fees.

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1.6. Service Elements

Each of the Services is made up of service elements (“Service Elements”) which define the features of the Service:

● Core. Provide standard features and are built into the base price. Some Core Service Elements have features that can be turned on or off. The Usage Fees paid by Client permit Client to use all Core Service Elements.

● Options. Can be selected to meet Client’s specific requirements. Options incur additional Fees.

1.6.1. Common Service Elements

The following table lists the Service Elements common to all Services:

Ref Service Element

1.7 Multi-Agencies and Affiliates 1.8 Authentication

● Standalone Identities

● ADSync Synchronised Identities ● Sign-on Assistant

1.9 Management Portal 1.10 Service Reporting 1.11 Service Security

1.12 Data Redundancy and Retention

1.7. Multi-Agencies and Affiliates

The Multi-Agencies and Affiliates (“MAA”) feature allows Client to purchase the Services and run a single instance of the Microsoft Applications while at the same time logically dividing their Users into business units which are then able to manage and administer themselves as separate, autonomous entities.

MAA supports up to three levels of hierarchy and 100,000 business units or agencies.

1.7.1. MAA Exclusions

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MAA Exclusions for CSfM Exchange:

The following Exchange features are not available in CSfM Exchange when MAA is enabled:

● Certificate-based authentication for Exchange ActiveSync. ● Exchange ToolTips.

● Catch-all Mailbox.

● Custom or hierarchical address lists.

● Application connectivity through MAPI/CDO API.

● Global Address List synchronization from multiple on -premises Active Directory forests.

MAA Exclusions for CSfM SharePoint:

The following SharePoint features are not available in CSfM SharePoint when MAA is enabled:

● Developer Dashboard. ● SharePoint Timer Jobs.

● Business Data Integration with Office clients. ● Business Connectivity Services Profile Page. ● Audit Opening and Downloading.

● Business Intelligence Center. ● Dashboards or Chart Web Parts. ● Data Connection Library.

● Decomposition Tree.

● Excel, PerformancePoint or PowerPoint Services. ● Advanced Content Processing.

● Tuneable Relevance with Multiple Rank Profiles. ● Business Intelligence Indexing Connector. ● SharePoint 2010 Search Connector Framework.

● Contextual, Windows 7, Enterprise Scale or Federated Search. ● Deep Refinement.

● Query Suggestions, "Did You Mean?” or Related Queries ● Rich Web Indexing or Similar Results.

● Thumbnails and Previews. ● Visual Best Bets.

● Advanced Sorting or Web Analytics. ● Public Websites or Site Variations.

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MAA Exclusions for CSfM Lync:

The following Lync features are not available in CSfM Lync when MAA is enabled: ● Federation with Extensible Messaging and Presence Protocol.

1.8. Authentication

The Services support two identity authentication methods: ● Standalone Identities

● ADSync Synchronised Identities

1.8.1. Standalone Identities

Standalone identities are User identities manually provisioned into the Services’ Active Directory (“AD”) instance. They are isolated from any other directory or identity system.

1.8.2. ADSync Synchronised Identities

ADSync provides continuous, one-way synchronisation of User identities, including passwords, from Client’s AD instance to the Services’ AD instance.

ADSync has the following requirements:

● ADSync must have access to the Services via the HTTPS protocol. ● ADSync application must be installed on Client’s AD domain controllers. ● User Account Control must be disabled on Client’s AD domain controllers that

will run the ADSync application.

● Client must be able to monitor and maintain the ADSync application on their AD domain controllers.

● Supported platforms are: (i) Windows Server 2008 R2; (ii) Windows Server 2008; and (iii) W indows Server 2003 (the domain functional level must be minimum Windows Server 2003).

The ADSync synchronisation process does not update Client’s AD records. Client remains responsible for maintaining email addresses, usernames and passwords in Client’s AD instance. Data passed between Client’s Active Directory and the Services’ Active Directory is SSL encrypted

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1.8.3. Sign-on Assistant

Users have the option to download from the Management Portal an auto logon tool, called the Sign-on Assistant, which enables them to sign into Outlook automatically.

1.9. Management Portal

The web based Management Portal is the major interface Client uses to: ● Administer the Services.

● Run email client and mobile device configuration tools . ● Generate reports.

For detailed information about th e Management Portal, refer to the documentation located on the Cloud Community site.

1.10. Service Reporting

Reports are available via the Management Portal and include: ● Usage, Performance and Service Level Reports.

1.11. Service Security

Security is achieved at multiple levels by applying the Microsoft Security Management methodology.

1.12. Data Redundancy and Retention

The Services are designed to write multiple copies of the same data (“ Redundant Data”) to separate server and disk subsystems. This Redundant Data is retained for up to 60 days.

Client may use this Service Element for short retention data backup purposes however, Client must satisfy itself of the suitability of this Service Element bearing in mind: (i) Redundant Data is retained for 60 days; (ii) a dedicated backup solution (e.g. Dimension Data’s Cloud Backup service) may offer more suitable data backup and archiving functionality; and (iii) this Service Element is not suitable for disaster recovery purposes.

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The Data Redundancy and Retention feature extends to configuration data required to recover the Services as follows:

For CSfM Exchange: ● System state. For CSfM SharePoint:

● SQL Server databases.

● Metadata within the web servers. ● Farm configuration data.

● Files that maintain the indexes for SharePoint Enterprise Search (where implemented).

For CSfM Lync:

● Persistent User data. ● Archiving.

● Monitoring call detail records and quality of experience data.

1.13. Services Exclusions

Dimension Data is not responsible for and the Services do not include:

● Upgrades and management of desktop hardware and software that may affect a User’s experience of the Services.

● Supply, management or User support of mobile devices used to access the Services.

● Continuity of supply or availability of any public internet connection used to access the Services.

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2. Service Levels

Two Service Levels apply to the Services: ● Service Uptime Target

● Support Response Time Target

2.1. Service Uptime Target

For each CSfM Service in each Location, Dimension Data intends to provide 99.9% Availability.

A CSfM Service is Available in a given Location if, in that Location, all the Common Components and the components for that Service identified below are responding to the Monitoring Tool:

For CSfM Exchange: ● Send and receive email. ● ActiveSync.

● Outlook Web Access.

● Ability to receive CSfM Lync voicemails .

● Connector to McAfee’s filtering/archiving service (applies only where Client uses the Mail Filtering Service Element).

For CSfM SharePoint:

● SharePoint solutions (i.e., features available on SharePoint web pages) an d workflows.

● Office Web Apps.

● SharePoint basic and extended search. ● Connector to SharePoint Designer. For CSfM Lync:

● Instant messaging.

● Audio and video conferencing. ● Lync presence indicator.

● Address book query and download.

2.2. Support Response Time Target

For any Emergency Incident properly reported by Client to the GSC, Dimension Data support staff intend to contact Client regarding that Emergency Incident within

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thirty (30) minutes from the time the Emergency Incident was initially reported to Dimension Data. This Service Level does not apply if Dimension Data reclassifies an Emergency Incident to an Other Incident .

2.3. Service Level Credits

2.3.1. Calculation

Where there has been a Service Level Failure in a particular Location during a particular calendar month, and where Client is entitled to a Service Level Credit for such Service Level Failure, the total Service Level Credit will equal the Service Level Credit Percentage corresponding to the Duration of such Service Level Failure, as set out in the applicable table in section 2.3.3, multiplied by either: ● For the “Support Response Time Target” Service Level, Client’s total Fees

paid during such month in such Location; or

● For the “Service Uptime Target” Service Level, Client’s total Fees paid for the applicable CSfM Service during such month in such Location.

If a single event or set of related events results in more than one Service Level Failure, Client will be entitled to no more than one (1) Service Level Credit for that event(s).

Notwithstanding anything to the contrary in the Agreement, at no time will the total cumulative Service Level Credits payable for all Service Level Failures that occurred during a particular calendar month in a particular Location exceed twenty five percent (25%) of the total Fees paid during such month in such Location. Service Level Credits are Client’s sole and exclusive remedy and Dimension Data’s sole and exclusive liability in connection with Dimension Data’s failure to meet Service Levels and no such failure will be deemed to be a breach of the Terms or Client’s agreement with Dimension Data.

2.3.2. Downtime Does Not Include Excusing Events

Downtime does not include any period of failure, delay, unavailability, service degradation, response delay or similar event or occurrence that is caused by or related to an Excusing Event .

For purposes of this CSfM Service Description, “Excusing Event” (defined in the Terms) also includes:

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● Client’s failure to comply with any Microsoft licensing terms and conditions or to order an adequate number of applicable licenses from Microsoft or to pay any licensing fees owed to Microsoft and any suspension or termination by Microsoft of Client’s access or license(s) to any MS Application(s).

2.3.3. Service Level Credit Percentages

Percentages for “Service Uptime Target” Service Level for all Locations (applies separately to each CSfM Service in each such Location):

Total Duration of Downtime in month in Location Service Level

Credit Percentage

Less than 40 minutes 0%

41 minutes – 60 minutes 2% 61 minutes – 120 minutes 5% 121 minutes – 240 minutes 10% 241 minutes – 360 minutes 15% 361 minutes – 480 minutes 20% 481 minutes or more 25%

Percentages for “Support Response Time Target” Service Level:

Total Duration of Response Delay in month in Location Service Level

Credit Percentage

Less than 30 minutes 0%

30 – 60 minutes 2%

60 minutes or more 5%

2.3.4. Measurement

Service Level Credits are calculated on a calendar monthly basis and on a Location by Location basis and all Duration measurements are reset at the beginning of each calendar month (i.e., Durations do not “roll over” to subsequent months).

2.3.5. Redemption

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3. Service Upgrades

3.1. Overview

This section describes how Dimension Data supports Clients when Microsoft releases new versions of the Microsoft Applications.

3.2. Upgrades

Upgrades are changes to the Microsoft Applications that result in a ‘full’ version number difference, as opposed to a ‘point’ version difference . For example:

● Exchange 2013  Exchange 2014. ● Lync 2013  Lync 2014.

● SharePoint 2013  SharePoint 2014.

After an Upgrade is released by Microsoft, Dimension Data will notify Client when the corresponding new version of the Services will be made available. Client must give Dimension Data 90 days’ written notice of its intention to transition to the new version of the Services.

During the 90 day notice period, Dimension Data will evaluate Client’s Services to determine if the transition is standard (“Standard Transition”) or non-standard (“Non-Standard Transition”).

Following the 90 day notice period, Dimension Data will provide Client with an instance of the new version of the Services (in addition to the existing Services instance) and commence the transition.

Note: When releasing new prod uct versions, Microsoft occasionally deprecates product functionality or makes significant changes to architecture. These changes may affect the ability to upgrade to later releases whilst preserving data integrity in the process. Dimension Data will advis e Client if a particular Client transition cannot be supported and will work with Client to develop options.

3.3. Standard Transitions

Standard Transitions are those where Client has not made significant modifications or variations to the Services. Essentially, Standard Transitions are where Dimension Data migrates Client’s data only and Client will assume responsibility for any subsequent work required to return the new Services to their preferred level of functionality (ie, re-install custom applications, re-configure any User applications or devices, provide all User training).

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It is intended that Standard Transitions will be performed in 90 days at no charge to Client.

If, for whatever reason, a Standard Transition cannot be performed within 90 days, it will be considered a Non-Standard Transition and Client may be liable for Fees and additional charges as set out in s ection 3.4 Non-Standard Transitions.

3.4. Non-Standard Transitions

Non-Standard Transitions are those where Client has made significant modifications or variations to the Services which require Dimension Data to assist Client with restoring prior functionality. Essentially, Non-Standard Transitions are those that require work to remediate issues associated with the items o r activities listed as excluded in section 3.6 Transition Exclusions.

Work associated with Non-Standard Transitions is NOT included in the Fees or as part of the Agreement. If Client requires Dimension Data to carry out Non -Standard Transition work, a separate arrangement must be made.

If a Non-Standard Transition takes longer that 90 days (with two Services instances operating concurrently), there may also be additional licence requirements and associated charges.

3.5. Dimension Data Responsibilities

The following activities are performed by Dimension Data during transitions: ● Evaluate Client’s Services for any transition requirements.

● Project management.

● Provide Solution Architects and Technical Consultants to plan and execute the transition.

● Provide first line support to Client during transition.

● Develop and execute User acceptance testing plans with Client.

3.6. Transition Exclusions

The following activities are NOT included as work that Dimension Data performs for Client for free in connec tion with a Standard Transition:

Transition Exclusions for all Services: ● Providing training to Client’s Users.

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● Providing workarounds for any features which have been depre cated in the new version or requires other products to restore prior functionality.

● Updates or reconfigurations to any of Client’s devices or endpoints. ● Upgrades of any Client installed or third p arty software components. ● Purchasing SSL Certificates required for transition to interim and upgraded

infrastructure.

Transition Exclusions for CSfM Exchange: ● Custom Outlook rules.

● PST file / Personal Archive migration. ● Migrating Client’s address books.

● Any customization (transport rules, Outlook Web App (“OWA”) customization etc.) done on the previous version that cannot be supported by the new version. Transition Exclusions for CSfM SharePoint:

● Customised Master Pages / site branding. ● Customised code.

● External integration.

Transition Exclusions for CSfM Lync:

● Any third party integration components, such as: ○ Contact Centre or CRM systems.

○ On-premise PBXs. ○ Voice-gateways.

○ Third party A/V bridges and endpoints.

● Updates to any Federated and business partner systems. ● Any on-premise Lync SBS/SBAs not part of CSfM Lync.

● Any customisations or features that have been deprecated in the newer version.

3.7. Old Versions Not Supported

Dimension Data only supports the current and one previous version of the Microsoft Applications in the CSfM Services. Clients are not compelled to take new versions of the CSfM Services when Microsoft issues an Upgrade. However, after two Upgrades, Dimension Data will discontinue the oldest version of the CSfM Services i.e. Dimension Data will discontinue version n-2 of the CSfM Services, where n is the current version. Clients using a version of the CSfM Services that is to be discontinued will be given 120 days’ prior written notice.

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4. Maintenance

This section provides information about suppo rt and maintenance of the Services.

4.1. Updates

Updates to the Services are performed based on importance as follows:

Update Importance Schedule

Urgent As soon as practicable, usually within 72 hours Important Usually within week one of release.

Recommended Case-by-case basis or during Scheduled Maintenance period Optional Case-by-case basis or during Scheduled Maintenance period Table 1 - Updating Schedule

Updates to the Services based on Microsoft Update type are perfo rmed as follows:

Microsoft Update Type Schedule

Security Updates Depending on importance. See Table 1 – Updating Schedule Service Packs Within three months of release

Table 2 – Microsoft Update Types and Schedule

4.2. Scheduled Maintenance

To maintain the Services and apply Updates, Dimension Data allocates four (4) hours per month for Scheduled Maintenance. Scheduled Maintenance is not intended to adversely affect Client’s use of the Services and Dimension Data will give Client at least 10 working days’ notice of any Scheduled Maintenance.

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5. Cloud Services for Microsoft Exchange

5.1. Overview

CSfM Exchange provides Client with Microsoft Exchange’s collaborative messaging environment so that Users can exchange emails in a highly available, distributed environment as well as integrate with other solutions such as SharePoint and Lync . CSfM Exchange allows Client to run their own email clients on Users’ desktops.

5.2. Service Elements

The following table details the Service Elements for CSfM Exchange:

Ref Service Elements CSfM Exchange

5.5 Mail Filtering ● Email Filtering ● Quarantine Reporting ● Intelligent Mail Routing ● External Email Continuity ● Compliance Message Archiving

Option

5.6 Mailbox Types Core

● Resource Mailbox 100MB per Mailbox

● Standard Mailbox 2GB per Mailbox

● Standard Plus Mailbox 5GB per Mailbox

● Premium Mailbox 10GB per Mailbox

● Premium Plus Mailbox 25GB per Mailbox

5.7 Mailbox Management ● Empty Mailbox

● Email Size Limit Options ● User Mailbox Capacity Alerts ● Resource Scheduling

● High Volume email Distribution Restriction

Core

5.8 User Access

● Email Application Access ● Web Browser Access ● Mobile Device Access

Core

5.9 Blackberry Enterprise Server Option

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Ref Service Elements CSfM Exchange

5.11 Application Integration Core

5.12 Messaging Policies Core

5.13 Data Restoration ● Restore Deleted Item ● Restore Deleted Mailbox

Core

5.14 Authentication

● Resource Forest model

Core

5.15 Integration With Other Mail Systems ● Federation

● Federated Sharing

Core

5.16 Journaling Core

5.17 Message Retention Core

5.18 Personal Mailbox Archiving Option

5.19 Unified Messaging Integration Core

5.20 Self-service Mailbox Data Import Core

5.21 Satellite Offices Option

5.3. Service Pre-requisites

5.3.1. An Email Filtering Service

If the Mail Filtering Service Element is not selected, Client must provide its own email filtering service to filter emails before they are received by CSfM Exchange. The following criteria must be met by Client’s email filtering service:

● Capable of interfacing with CSfM Exchange through the public Internet. ● Capable of blocking both inbound and outbound emails containing spam,

viruses, worms, fraudulent messages or malware.

● Provided by a reputable email security vendor (e.g., Symantec, Mimecast, McAfee, Cisco, Trend Micro, or Websense) or approved by Dimension Data. ● Capable of supporting encryption of data while in transit or stored by the

provider.

● Preferably provided from infrastructure in reasonable proximity to the location from which Dimension Data provides CSfM Exchange to Client.

● Does not require Dimension Data to co-locate with or install any devices together with the physical infrastructure that is part of CSfM Exchange.

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5.4. CSfM Exchange Exclusions

Dimension Data is not responsible for and CSfM Exchange does not include the following Exchange features:

● Public Folder applications. (e.g. Workflow). ● Smart Host.

● Outlook Voice access (unless Client is using CSfM Lync). ● The Exchange Control Panel.

5.5. Mail Filtering (Option)

CSfM Exchange can use the McAfee email protection and continuity service for email filtering and continuity, providing Client with integrated and comprehensive inbound threat protection with outbound data loss prevention and encryption. The Mail Filtering Service Element provides:

● Email Filtering

● Quarantine Reporting ● Intelligent Mail Routing ● External Email Continuity

● Compliance Message Archiving (Option) ● Message Blocking

5.5.1. Email Filtering

The Email Filtering feature provides anti-virus, anti-spam, content filtering and advanced email security. Signature-based anti-virus scans are performed and infected or malicious emails are blocked or quarantined.

5.5.2. Quarantine Reporting

A daily Quarantine Summary Report of all filtered emails is available to Client on the Management Portal and contains detailed information on such subjects as : ● Inbound server connections.

● TLS traffic and enforcements. ● Virus and spam threats detected.

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● Spam policy actions.

● Click-through protection. ● Inbound attachments summary. ● Quarantine release summary. ● User activity.

5.5.3. Intelligent Email Routing

The Intelligent Email Routing feature allows Client to route filtered email destined for User addresses to CSfM Exchange or other distributed email systems based on Client’s preferences.

The Intelligent Email Routing feature can:

● Accept email for a single domain and route the email to different email environments, which can use different policies, if necessary.

● Create email address uniformity for corporate branding purposes.

● Add new local domains to the existing public domain as Client’s organisation expands its workforce or locations.

5.5.4. External Email Continuity

In the event of an outage to CSfM Exchange, the External Email Continuity feature allows Client’s Users and Administrators to compose, send, receive and manage external emails via the Management Portal. W hen CSfM Exchange is restored, the feature intelligently synchronises and delivers an accurate record of up to 60 rolling days of outage period email activity.

Note: The External Email Continuity feature is not enabled by default. Client will need to advise Dimension Data they wish to use this feature prior to Service Activation or via a Service Request afterwards.

5.5.5. Compliance Message Archiving (Option)

The Compliance Message Archiving Option allows Client to automatically and securely archive their inbound and outbound emails to a centralised, secure location with retention terms of up to 10 years.

Fees for the Compliance Message Archiving Option are charged per User with an additional Fee for any migration of historical emails.

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Compliance Message Archiving securely stores messages using 256 -bit encryption _{and dual commit email capture to ensure emails aren’t deleted until accurate} copies are made and verified. Integrated data security prevents email tampering, reduces legal liabilities and helps ensure compliance with federal and industry regulations covering email communications.

The Compliance Message Archiving Option of the Mail Filtering Option is the default storage location for emails from the Journaling feature.

5.5.6. Message Blocking

The Message Blocking functionality enables Users to explicitly allow or block email from a specific domain name or email address using the Management Portal. When a domain name or email address is added to the blocked senders list, the Mail Filtering service will move any incoming emails from that source to the quarantine area. If the Mail Filtering service mistakenly marks an email as a junk email, Users can add the sender of that email to the safe senders list. Users can also allow or block email in their own email accounts using the Management Portal .

5.6. Mailbox Types

Client can select the most appropriate Mailbox type for each User and allocate data quotas to be applied. If additional storage is required, Client can select either the Personal Message Archiving or Advance Message Archiving Options, described in sections 5.18 and 5.5.5.

The Mailbox types available are:

● Resource Mailbox. 100MB Mailbox set aside for activities and resources, such as conference room accounts, facsimile accounts, etc and not for use as a User’s primary Mailbox.

● Standard Mailbox. 2GB in size and caters for every day, low volume Users. ● Standard Plus Mailbox. 5GB in size and is designed for typical information

workers with high levels of email communications.

● Premium Mailbox. 10GB in size and usually restricted to a limited number of Users in each organisation.

● Premium Plus Mailbox. 25GB in size and usually restricted to a limited number of Users in each organisation.

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5.7. Mailbox Management

5.7.1. Empty Mailbox

By default, Dimension Data will provide empty Mailboxes for Client to utilise the Management Portal to upload Outlook .pst files directly to CSfM Exchange. If requested, Dimension Data can assist with .pst file uploads via a Service Request. Additionally, Client can request Dimension Data assist with the importation or migration of historic emails, calendar entries and contacts into CSfM Exchange as part of a migration service during Client Take-on.

5.7.2. Email Size Limits

The default email size limit is 20MB per email, including attachments. Emails that exceed the email size limit will be blocked and the User notified by a system generated Non-Delivery Report (“NDR”).

Email size limits can be modified before Service Activation or via a Service Request afterwards.

5.7.3. Mailbox Capacity Alerts

When a Mailbox reaches 90% of its Mailbox quota, the Mailbox owner receives an automated email notification.

When a Mailbox reaches 100% of the Mailbox quota, the Mailbox owner receives a second automated email notification that CSfM Exchange will prohibit the Mailbox from sending further emails. All incoming email is rejected and a NDR email notification is issued to the email’s sender.

When a Mailbox reaches 125% of the Mailbox quota, the Mailbox owner receives a third automated email notification that CSfM Exchange will prohibit the Mailbox from both sending and receiving further email. All incoming email is rejected and an NDR email notification is issued to the email’s sender.

To resume sending and receiving email, the Mailbox User or owner must bring the Mailbox below the Mailbox quota.

Mailbox capacity alert settings can be changed to suit Client’s requirements as part of Client Take-on.

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5.7.4. Resource Scheduling

Client can create Resource Mailboxes to receive and respond to scheduling requests only.

Resource Mailboxes are treated as standard Mailboxes wit h an assigned Mailbox type. Client’s Administrator can be assigned as the Mailbox owner and can use the Resource Booking Attendant (“RBA”) via the Management Portal to automate scheduling of conference rooms and other resources. The Administrator can also choose not to use the RBA and instead designate Users to accept and decline booking requests.

5.7.5. High Volume Email Distribution Restriction

A limit of 10 emails per minute is placed on each User. If Client intends to exceed this limit, Client must raise a Service Request to obtain Dimension Data’s consent. There may be an additional Fee for high volume email distribution.

Further information regarding th is restriction can be found in Dimension Data’s Acceptable Use Policy.

5.8. User Access

5.8.1. Email Application Access

CSfM Exchange supports email application versions of n and n-1, where n is the current version number. Users can access CSfM Exchange using the following email applications:

● Outlook 2013. ● Outlook 2010.

● Outlook 2011 for Mac.

● Apple Mac Mail (Mac OS 10.6 and above).

5.8.2. Web Browser Access

Users can access CSfM Exchange using a web browser to access the Outlook Web App (“OWA”). If a web browser is used that doesn't support the full feature set, OWA will open in the ‘light’ version.

For a list of the web browsers supported by OWA and the features available , refer to this Microsoft Technet site.

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5.8.3. Mobile Device Access

Users can access CSfM Exchange from mobile devices that support the ActiveSync protocol. It is Client’s responsibility to procure, deploy, manage and support mobile devices and to manage relationships with its mobile carriers. Dimension Data does not provide mobile device support as part of CSfM Exchange.

For a list of the mobile devices with ActiveSync supported by Exchange 2013, refer to this Microsoft Technet site.

5.9. Blackberry Enterprise Server (Option)

Users can access CSfM Exchange from BlackBerry devices that support the Blackberry Enterprise Server (“BES”) or Blackberry Enterprise Server Express (“BESX”). Client is responsible for BES licenses and for arranging the BES / BESX installation with their mobile carrier. A minimum of 500 BES Users applies for this Option.

5.10. Public Folders (Option)

Public folders are a type of Mailbox that allow Users to collect, organise and share information with other people in Client’s organisation. Public folders are 50Gb.

5.11. Application Integration

The Application Integration feature allows Client to access the Microsoft Exchange Web Services (“EWS”) Managed API, which provides an intuitive interface for developing applications that use Exchange Web Services. The EW S Managed API provides access to the resources of CSfM Exchange while using Outlook-compatible business logic.

5.12. Messaging Policies

The Messaging Policies feature allows Client to apply messaging policies, for example in those situations where Client is required by regulatory requirements or company policies to limit the email interaction between recipients and senders, both inside and outside the organisa tion.

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Messaging policies are established during Service Activation or via a Service Request afterwards for an additional Fee.

5.13. Data Restoration

5.13.1. Restore Deleted Item

CSfM Exchange enables Users and Mailbox owners to restore deleted items using the appropriate Outlook client or Outlook Web App up to the period offered by the Data Redundancy and Retention feature.

5.13.2. Restore Deleted Mailbox

If Client’s Administrator deletes a User from Exchange and later determines a User’s deleted Mailbox needs to be restored, the Administrator can submit a Service Request to Dimension Data to restore the Mailbox. Deleted Mailboxes can be recovered up to the period offered by the Data Redundancy and Retention feature.

5.14. Authentication

In addition to the authentication methods available for the Services, authentication with CSfM Exchange can also be made via a method known as a Resource Forest model.

5.14.1. Resource Forest Model

In the Resource Forest model, a separate ‘forest in the cloud’ is used to manage the Exchange 2013 resources. Identities are provisioned into the CSfM A D instance from Client’s AD instance in a disabled state, with no password, and are linked to Client’s Active Directory User object.

After the provisioning of Users into the CSfM AD instance, a one-way trust is established between the two Active Directories that enables Client’s Users to authenticate to the CSfM AD instance utilising Client’s AD credentials.

Resource Forest model requirements:

● Client must have a Cloud Private Network Connection service providing the connection between the two AD instances.

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● ADSync must be installed on at least one of Client’s AD domain controllers for each domain.

● All other ADSync requirements listed in section 1.8.2 must be met.

5.15. Integration With Other Mail Systems

Client can request CSfM Exchange be customised to operate concurrently with a wide range of other email and messaging systems.

CSfM Exchange supports the following integration methods: ● Federation

● Federated Sharing

5.15.1. Federation

Federation facilitates a hybrid or partial adoption model between multiple instances of Exchange and CSfM Exchange. There could be scenarios where Federat ion would be needed without hybrid / partial adoption ; for example, the sharing of free / busy information between disparate businesses which have separate Exchange instances.

5.15.2. Federated Sharing

In those circumstances where a trust relationship cannot be established between Client’s or an external organisation’s Active Directory and CSfM Exchange, then the Microsoft Federation Gateway can be used as third party trust party to help with these collaboration efforts.

The Microsoft Federation Gateway acts as the trust broker between Client’s or an external organisation’s Exchange servers with CSfM Exchange. With this trust in place, free/busy information can be shared betw een Client’s existing Exchange environment and CSfM Exchange.

The setup and configuration of Federated Sharing is logged as a Service Request if it has not been specified during Client Take -on.

For more information on the requirements for Federated Sharing with Exchange 2013, visit this Microsoft Technet site.

For more information on the Microsoft Federation Gateway, visit this Microsoft Technet site.

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5.16. Journaling

Journaling can help Client respond to legal, regulatory and organisational compliance requirements by recording inbound and outbound email communications and storing them in a secure, remote location.

The Journaling feature provides for the following options:

● Standard Journaling. The default journaling that is configured on a Mailbox database that enables the journaling agent to journal all emails sent to and from that Mailbox.

● Premium Journaling. Enables the journaling agent to perform more granular journaling by using journal rules that can be configured to match Client's specific needs. Client must have an Exchange Enterprise CAL to use Premium

Journaling.

When the Journaling feature is enabled for Client, it is assumed they will also have purchased the Mail Filtering Option and be using the Compliance Message Archiving Option as the destination for the journaled emails. If Client does not wish to use the Compliance Message Archiving Option, they must have available a suitable destination for the journaled emails.

5.17. Message Records Management

The Messaging Records Management (MRM) feature helps Client to reduce legal risks associated with email and other communications. MRM makes it easier to keep emails needed to comply with company policy, government regulations, or legal needs, and to remove content that has no legal or business value.

CSfM Exchange supports all the built-in Exchange MRM policies. Client can make a Service Request that a MRM policy be applied to a specific User or group of Users.

5.18. Personal Mailbox Archiving (Option)

If Client has the appropriate Enterprise CALs, the Personal Mailbox Archiving Option enables Users to reduce the size of their used Mailbox data quota by relocating emails and files from CSfM Exchange to an Archive Mailbox .

Archived email is controlled by the User and retained for as long as Client continues to use CSfM Exchange, provided enough storage has been selected in the archive pool.

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For Mailboxes that have the Personal Mailbox Archiving Option enabled, Client selects an Archive Mailbox size and the number o f Users that require a Personal Mailbox Archive.

Archive Mailbox sizes available are: ● 35 Gb Personal Mailbox Archive. ● 50 Gb Personal Mailbox Archive.

Note. The Personal Message Archiving Option is only available to Users with a suitable Outlookemail application.

5.19. Unified Messaging Integration

If Client has purchased CSfM Lync and is using Lync’s Unified Messaging capabilities, the Unified Messaging Integration feature provides Users with the ability to have their voice messages put into their Mailbox for access using Outlook Voice Access from any telephone, mobile phone or computer.

If Client has not purchased CSfM Lync, they must have available a suitable IP PBX or alternative Lync system . Client will also be required to purchase a Cloud Private

Network Connection service between their IP PBX or Lync system and CSfM

Exchange. Enabling Unified Messaging Integration with any external Lync system or IP PBXs will require additional work and additional Fees .

For more detailed information on Unified Messaging Integration, refer to this Microsoft Technet article

5.20. Self-Service Mailbox Data Import

If Client has only a small number of User mailboxes to migrate to CSfM Exchange, e.g. less than 50 mailboxes, Client can upload.pst files via the Management Portal.

Note. The importation of .pst files does not include recurring calendar entries , which must be recreated by Client.

5.21. Satellite Offices (Option)

The Satellite Offices Option provides the ability to locate between 250 and 500 2GB Mailboxes at a separate Location. All of the features and options available to the central site email Users are available to Satellite Office Users.

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Client must order the minimum Mailboxes for CSfM Exchange with an additional minimum of 250 x 2GB Mailbox for the Satellite Office, regardless of how many Mailboxes are actually used.

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6. Cloud Services for Microsoft SharePoint

6.1. Overview

CSfM SharePoint provides Client with a managed collaboration platform bas ed on Microsoft SharePoint 2013.

CSfM SharePoint allows Client to run their own web browsers on the Users’ desktops and customise their SharePoint environment to deliver an intranet and, optionally, extranet or internet functionality to meet specific requirements.

6.2. Service Elements

The following table details the Service Elements for CSfM SharePoint:

Ref Service Elements CSfM SharePoint

6.3 SharePoint User Types ● Intranet Users ● Extranet Users ● Internet Users

Core

6.4 SQL Server Database Management Core

6.5 Data Storage

● Storage Increases (1TB increments)

Core

6.6 Data Redundancy and Retention ● Local Protection

● Deleted Item Recovery

Core

6.7 Office Web Apps Core

6.8 SQL Server Reporting Services Option Table 3 – CSfM SharePoint Elements

6.3. SharePoint User Types

CSfM SharePoint supports the three types of Users available in SharePoint: ● Intranet Users. Named internal users who are Client’s or its affiliates’

employees or on-site agents and contractors.

● Extranet Users. Named internal users and external users who are not Client’s or its affiliates’ employees or on-site agents or contractors.

● Internet Users. Anonymous external users who are not Client’s or its affiliates’ employees or on-site agents or contractors. In effect ‘the general public’.

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Note. CSfM SharePoint performance may be affected by large numbers of

concurrent anonymous users accessing the Service. Client should ensure that it acquires sufficient licenses to support the number of people accessing CSfM SharePoint.

6.4. SQL Server Database Management

As part of CSfM SharePoint, Dimension Data will manage Client’s dedicated SQL Server database and perform database maintenance on a regular basis .

As part of this service, SQL Server database storage usage (consumption) will be monitored and reported to Client, in order for Client to make decisions and take appropriate action.

6.5. Data Storage

The initial size for the CSfM SharePoint content databases is determined during Client Take-on. It must be greater than 1TB.

6.5.1. Storage Capacity Increases

CSfM SharePoint can have incremental data storage capacity increases in increments of 1TB. Dimension Data works with Client to review their data storage requirements and provide guidance to help identify the most appropriate times or needs for capacity increases.

Note: Remote Binary Large Object Block Storage (RBS) or cloud providers of RBS are not supported by CSfM SharePoint.

6.6. Data Redundancy and Retention

6.6.1. Deleted Item Recovery

By default, CSfM SharePoint supports SharePoint’s Deleted Item Recovery feature. Deleted items are retained, by default, for 30 days in a first-stage SharePoint Recycle Bin at a site level where Users with SharePoint Contribute, Design or Full Control permission can recover deleted items. After 30 days, items are sent to a second-stage SharePoint Recycle Bin and the items can only be recovered by a SharePoint Site Collection Administrator or via a Service Request . After 60 days the items are no longer recoverable.

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6.7. Office Web Apps

Office Web Apps allows Users with Office Pro Plus 2013 licensing to view and edit Office documents stored on a SharePoint site using an online version of Word, Excel, PowerPoint or OneNote via most notable web browsers.

6.8. SQL Server Reporting Services (Option)

If purchased by Client, the SQL Server Reporting Services (SSRS) Option provides a server-based reporting platform that provides a range of ready-to-use tools and services to help Client create, deploy and manage reports.

To facilitate SSRS, Dimension Data will configure a number of SSRS servers, dependent on the number of Users Client has licenced for using CSfM SharePoint. The following table outlines the quantity and specifications for the SRSS servers required to report on a given number of Users:

Users SRSS Servers Server vCPU / RAM / HDD

500 – 5,000 1 2vCPU / 4GB / 80GB

5,000 – 50,000 2 2vCPU / 4GB / 80GB

50,000 - 100,000 3 6vCPU / 8GB / 80GB

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7. Cloud Services for Microsoft Lync

7.1. Overview

CSfM Lync provides Client with Microsoft Lync Server’s Unified Communications and Collaboration environment that encompasses presence, Instant Messaging (“IM”), presence, audio and video calls, ad hoc and scheduled online meeting/conferencing capabilities.

CSfM Lync provides Client with Lync in a highly available, distributed environment as well as integration with SharePoint and Exchange to meet specific requirements.

7.2. Service Elements

The following table details the Service Elements specific to CSfM Lync:

Ref Service Element CSfM Lync

7.5 Lync Enterprise Server Features

● Skill Search Option

● IM Archiving Option

● IM Traffic Encryption Core

7.6 Lync User Types ● Standard User ● Conferencing User ● Voice User

Core

7.7 Federation

● Lync Business Partner Federation

● Extensible Messaging and Presence Protocol

Core

7.8 Voice Functionality

● Call via Work (Lync Mobility)

● Schedule and host conference via Dial-in Access Numbers ● Lync Call Control

● Dial Plan Management

● Third Party Conference Bridge Provider Integration

● Advanced Third Party A/V Conferencing Systems Integration

Core

7.9 Integration with the Microsoft Experience ● Office Integration

● Exchange OWA and IM Integration ● Unified Messaging Integration ● Unified Contact Store

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Ref Service Element CSfM Lync

7.10 Microsoft Lync Client ● Lync Mobile Client

● Lync Client Policy Management

Core

7.11 Audio and Video Devices Core

7.3. Service Pre-requisites

7.3.1. Client Access Licenses

The features of CSfM Lync available to Client are based the CALs being used. The following CALs are required for the various Lync User Types:

Lync User Type Client Access Licenses

Standard User Standard CAL

Conferencing User Enterprise CAL

Voice User Enterprise CAL + Plus CAL

For detailed information on the different features of Lync available to the different CALs, refer to this Microsoft Lync 2013 Licensing Guide.

7.4. CSfM Lync Exclusions

CSfM Lync excludes the following Lync specific items and activities: ● Lync Control Panel and PowerShell Management.

7.4.1. Excluded Lync Enterprise Voice Features

CSfM Lync excludes the following Lync Enterprise Voice features: ● Response groups.

● E9-1-1 capabilities.

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7.5. Lync Enterprise Server Features

CSfM Lync supports all of the features of the Lync Enterprise Server for both Lync User Types, except as per the following table:

Lync Feature

User Type

Standard Conference

Ad Hoc and Schedule Audio or Video Conferencing No Yes

Server-Side Recording and Playback No No

Schedule or Delegate Lync Meetings in Outlook No Yes Schedule Lync Meetings with Web Scheduler No Yes Schedule Online Meetings in Outlook Web App No Yes Create public meetings with static meeting IDs from Outlook No Yes

Lync Administration Center No No

7.5.1. Skill Search (Option)

If Client has purchased CSfM SharePoint, CSfM Lync can be configured to allow Users to search for people across an organisation by skillset. This feature is dependent upon SharePoint User profile, server search and MySites being enabled.

7.5.2. IM Archiving (Option)

If Client has purchased CSfM Exchange, CSfM Lync can be configured to archive User’s peer-to-peer and multi-party IM conversations to their Exchange Mailbox. The service can also archive content uploaded in web conferences , event-related documents and records of participan ts joining and leaving meetings .

7.5.3. IM Traffic Encryption

All IM traffic is encrypted using Secure Sockets Layer (SSL) encryption protocols. SSL certificates are created on Client-by-Client basis.

7.6. Lync User Types

CSfM Lync provides the most common features of Lync and allocates them to three User types:

Cloud Services for Microsoft

Cloud Services for Microsoft

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Contents

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1.

Cloud Services for Microsoft - General

1.1.

Overview

1.2.

Service Preconditions

1.3.