Service
Hosted Exchange
Solution Overview
Hosted Email or Cloud Email allows your business the complete functionality of a Microsoft
Exchange environment without the worry of administration, hardware or upgrading software.
Our Hosted Microsoft Exchange services give you fully scalable cloud email for a low monthly
cost.
IL1/2
Information assurance – Impact Level (IL)
Level of backup/restore and disaster
recovery provided
On-boarding process
Off-boarding process
Pricing
The hosting environment is clustered and data is replicated onsite. In addition, backups are
sent to a secondary data centre. Users can benefit from an additional granular backup or
archive service to have the ability to restore emails from a point in time.
Onboarding is straight forward. Users provide a list of mailboxes that require creating.
Migration of historical emails is free of charge and Databarracks will consult with the end user
as to how best to carry this out. Cross platform migration is possible with this service
(chargeable).
Each exit strategy will be mapped out dependent on the requirement. For example, if the
client is moving onto a new platform, Databarracks can present the data in PST format.
Please note their can be a charge for this service.
POA – for dedicated Hosted Exchange.
Single mailbox £5.35 per month from shared infrastructure (with AV/AS)
Service management details
Databarracks provide 24/7/365 technical support via our Freephone technical support line. All
support performed by engineers in the UK.
Engineers monitor the service and provide proactive support via email or phone in addition to
automated alerts. Databarracks is ISO 27001 and ISO 9001 Certified.
Service constraints
Service Levels
Customer will be notified of any planned schedules. These will take place out of working
hours.
Details of service level can be found in the Service Level Table in the terms and conditions.
Financial recompense model for not
meeting service levels
Details of service level credits can be found in the Service Level Table in the terms and
conditions.
Training
In normal scenarios, Databarracks provide remote or onsite training for key staff
(administrators or super-users) at no additional cost.
Ordering and invoicing process
Invoicing occurs monthly, in arrears with payment terms of 30 days from receipt of invoice.
Databarracks commit to meeting the pre-requisite order criteria set out by G-Cloud.
Termination terms by consumers
Databarracks require 30 days’ notice for termination of services in addition to the minimum
term of the contract.
Termination terms by the Supplier
(removal of the G-Cloud Service)
Databarracks will provide a minimum of 90 days’ notice of the termination of any service in
addition to term of the contract.
Data restoration / service migration
Data can be presented in the event of a restore in a variety of ways. POA
Consumer responsibilities
Customers are responsible for:
Reporting any issues to the support team and allowing Databarracks support staff to resolve
issues.
Provide a full list of names and mailboxes to be created.
If applicable, present historical data in PST format to ingest into new environment.
.
Technical requirements
Clients are required to:
If applicable, present historical data in PST format to ingest into new environment.
Trial service available?
No
Elastic or Burst model
Services use an elastic resource model. Customers can request additional resources when
required.
Guaranteed or non-Guaranteed resources
Services use a non-guaranteed resource model.
Persistent or non persistent storage (only
answer for VPC – Databarracks use a
persistent storage model)
Databarracks use a persistent storage model
Utilisation monitoring/reporting
Round the clock monitoring of the storage and data centre. Full reporting is included. This
includes, storage size, performance and trends.
The data centre in Ash, Kent has an availability of service of 99.997%
Performance
Definition of support (on the phone,
onsite, via email, help desk)
Databarracks provide 24/7/365 technical support through our Freephone support line. All
technicians are UK based. As required, technical support staff are available to visit customer
sites for setup or configuration. Non-technical related issues are handled during UK working
hours 9am – 6.00pm (Monday-Friday).
Time for provisioning/de-provisioning
service
In normal circumstances Databarracks will have the service fully operational within 20 days.
Termination costs and early termination
fees
Hypervisor used
Service boundaries
For de-provisioning when contracts are terminated, Databarracks will arrange a time for
decommission of service.
Early termination fees on application
N/A
Databarracks responsibilities provides monitoring and support – 24/7/365.
Customer responsibility (excluded from service):
Day to day management of the Exchange environment