Email Management
| Service Provider Activities | Frequency | Detailed Description |
|---|---|---|
| Assessment and troubleshooting of mail flow issues | As Needed | |
| Exchange server maintenance | As Needed | |
| Spam filter tuning | As Needed | Adjust whitelist/blacklist settings and manipulate thresholds |
| Mailbox permissions | As Needed | Adjust permissions so users can access shared mailboxes |
| Service Onboarding Activities | Frequency | Detailed Description |
| Email configuration assessment | Once Per Client | |
| Spam solutions assessment and configuration | Once Per Client | |
| Serviceable Technologies | Supported Versions and Releases | |
| Microsoft Office 365 | ||
| Microsoft Exchange | Latest two releases | |
| Google Apps for Business | ||
| Serviceable Conditions | ||
| Access to the exchange server and/or Office 365 management portal are current and provide adequate permission levels. | ||
| Any licensing or subscription fees associated to the cloud service | ||
| Coverage Exclusions & Exceptions | ||
| Any licensing or subscription fees associated to the cloud service | ||
| The cost of any software or software licenses. | ||
| Vendor support charges or fees. | ||
| Service Levels & Performance Goals | ||
| Email uptime is at least 99% – (Contingent upon vendor and cloud provider’s turnaround.) | ||
| Service Level & Performance Exceptions | ||
| In the event an outage is caused by fault in the product or service, outside of the control of the Service Provider, promised service levels cannot be guaranteed. | ||