easy to adopt, easy to use, easy to leave
service description
Email & Collaboration
as a Service
SaaS
version 5.1
Open
Contents
Highlights .......................................................................................................................... 3
Overview........................................................................................................................... 3
Example use cases ........................................................................................................... 4
Trial service ...................................................................................................................... 4
Information assurance ...................................................................................................... 4
Product features ............................................................................................................... 5
Product features ............................................................................................................... 5
Technical features ............................................................................................................ 5
Service options ................................................................................................................. 7
Backup / Recovery & Disaster Recovery........................................................................... 7
Service levels ................................................................................................................... 7
Pricing .............................................................................................................................. 8
Appendix......................................................................................................................... 10
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Highlights

Pan Government Accredited & PSN Accredited - recommended for all systems at
OFFICIAL or systems having IL0-IL3 (IL4 by aggregation) or OFFICIALSENSITIVE assets.

Exceptional value – lowest cost IL3 mailboxes (from £3.25 per user per month at
scale)

Immediately available at all impact levels – zero delay to your project.

No frills – focussed on core messaging and collaboration features

All datacentres are highly resilient, Tier3 and UK sovereign with >50 miles
separation.

Free connectivity via PSN as well as low cost connectivity options via Internet or
other government secure networks (e.g. N3, GSI, IPED, etc.). You can also
provision your own dedicated connectivity solutions such as X-Kryptors, CPA
foundation grade, Leased Lines, MPLS, WAN acceleration, etc..
Overview
Email and Collaboration as a Service helps organisations and end users work in a secure,
efficient and effective manner by providing a range of productivity tools including email,
calendaring and tasks. A “Briefcase” provides organisations with a secure solution to
manage and share documents and information with colleagues.
The Skyscape Email and Collaboration as a Service reduces the cost of deploying and
managing enterprise email systems, delivering improved availability, productivity and
reduced total cost of ownership, and is accessible through a range of popular applications
and mobile devices.
The service is both Pan Government Accredited and PSN Accredited at IL2 and IL3 and
hence provides the most robust levels of assurance that the Skyscape cloud platform is
designed for IL0-IL3 systems (and IL4 by aggregation) as well as data classified as
OFFICIAL or OFFICIAL-SENSITIVE. This enables Public Sector Organisations to gain the
benefits of a secure, purpose built, on-demand email and collaboration platform that meet
their stringent requirements, all on a true utility (pay for what you use) consumption
model.
Using a web browser, an email client or mobile device, individuals can access their own
personal and group mail boxes simply and easily with either little or no set up needed.

Skyscape manages the underlying infrastructure and application ensuring the
integrity of the email solution and mailbox availability.

Mail hygiene is provided via Cisco Ironport ©. Providing enterprise protection
against spam and malware.

The consumer is responsible for customisation and configuration of the mail
solution specific to the consumer’s needs. The consumer maintains responsibility
for support and administration of their end-users and devices / client applications.
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Skyscape’s service has been designed specifically of for the UK public sector and is
available only to the UK public sector. The service supports and complies with all relevant
areas of the Government ICT Strategy and Information Principles for the UK Public
Sector. Skyscape’s datacentres are some of the most energy efficient in the world and as
such support the Green Government ICT Strategy in full.
Example use cases

Organisations wanting to reduce costs both in terms of licensing and platform
management without compromising on features or customisations associated with
other multi-tenanted solutions.

Organisations requiring centralised data that is accessible in a secure manner by
a range of individuals across a number of devices.

End users requiring greater functionality and collaborative tools to improve their
working productivity.

Organisations seeking an alternative to expensive and complex existing solutions
(such as those based on Microsoft Exchange, Lotus Notes, etc).
Trial service
Skyscape offer a 30 day free trial for up to 500 people within a single organisation,
available upon request. Free trials are subject to additional terms and conditions which
are available on the CloudStore.
Information assurance
This service has achieved both Pan Government Accreditation (PGA) and PSN
Accreditation for data at Impact Level 2 and Impact Level 3.

Provides assurance in excess of the fourteen Cloud Service Security Principles
published by Cabinet Office.

Suitable for IL0, IL1, IL2 and IL3 assets (and IL4 by aggregation) under the GPMS
(Government Protective Marking Scheme).

Suitable for OFFICIAL and OFFICIAL-SENSITIVE assets under the GSC
(Government Security Classifications).

In addition to PGA and PSN Accreditation, Skyscape also hold independent
ISO9000, ISO20000 and ISO27001 accreditations which underpin our business
operations and Cloud Platform.

All datacentres are highly resilient Tier3, UK sovereign and separated by >50
miles for geographical diversity.

Skyscape staff are Security Cleared and based in the UK.
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Product features
Email and Collaboration as a Service offers the following features:

Email & Calendaring – An email and calendaring service that delivers a range of
capabilities, accessible via the internet or government secure network, from
mobile devices or through a number of client based applications (Microsoft
Outlook etc.).

Contacts and addresses – a centralised repository delivering rich functionality.

Archive – stored based on company or individual user requirements (optional).

Briefcase – document storage and sharing gives the ability for organisations to
store and access content in one centralised location. Fully configurable, it allows
users to create folders, access rights, document check in / out and version control.

Access Anywhere – access the service (Impact Level dependant) via web, mobile
devices or through a number of client based applications.

Social – supports integration with a wide range of social networking and
collaboration tools, if desired.

Already Pan Government Accredited to IL2 and IL3 – Organisations gain
significant advantages in terms of costs, time and effort compared with how
systems and platforms were built in the past.

Expedites your project – no need to wait for infrastructure and deployment teams
– new mailboxes are provisioned quickly via an easy-to-use self-service portal.

Green – the Skyscape service is based in UK data centres which offer market
leading efficiency around power and cooling. A Skyscape solution will generate
less Carbon than many other solutions.

The service is billed on the basis of the resources used or reserved during a
period of time (1 month minimum) based on metrics including number of
mailboxes, mailbox size (mailbox and archive) and bandwidth.

Mail hygiene is provided via Cisco Ironport ©. Providing enterprise protection
against spam, viruses and malware
Technical features
Email and Collaboration as a Service has the following technical features all available as
standard:

Email including calendaring and tasks
o
Fully featured email, calendar, address book, tasks and file collaboration.
o
1GB mailboxes (optional unlimited Archive available).Supports Secure
POP3, IMAP4, MAPI and SMTP access using TLS/SSL encryption.
o
Access: available using either client based software (VMware Zimbra
Desktop, Microsoft Outlook) or through common web browsers.
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

o
Support for a variety of mobile devices (Apple iPhone, Android and
Windows Mobile via ActiveSync / Direct Push).
o
Global address lists and third party application extension capabilities.
o
Message size limits (max attachment size): 25MB.
Security
o
Encrypted client connectivity using FIPS 140-2.
o
S/MIME for digital signatures and email encryption.
o
Configurable administration rights.
o
Admin activity audit trail.
o
Access controls for application and data sharing.
o
Single sign-on support.
o
Integrated spam and virus protection via Cisco Ironport ©.
Mobility Security
o



Force PIN security on device.

Require alpha-numeric password for device.

Automatic device wipe.

Auto device lock.
Briefcase - Document Storing / Sharing
o
A central repository to store and manage documents and files.
o
Set access roles and responsibilities per user or group on either folders or
documents.
o
Create document versioning and approval workflows to improve data
integrity and collaboration.
Archiving
o

Supports corporate security policies on supported devices that mobile
devices must accept to receive and store company data / communications
such as;
The service can include integrated archiving and discovery as a
chargeable option. This can be enabled for all or selected users and copies
every message (sent and received) into an archive mailbox. Cross mailbox
search (discovery) of items is supported in the web admin client.
The following web browsers and mail clients are currently supported. Please
check www.zimbra.com for the latest guidance:
o
Advanced web client (Ajax):

o
Microsoft Internet Explorer 7+, Firefox 3.0+, Safari 4+, Google
Chrome 2.1+
Standard web client (HTML):
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
o
o
Microsoft Internet Explorer 6+, Firefox 3+, Safari 3+ (4+ MacOS),
Google Chrome 2.1+
Desktop clients:

Zimbra Desktop, Microsoft Outlook (2003, 2007, 2010), Apple iSync

Any POP or IMAP supported client
Mobility:

Any compatible smartphone (Android, Symbian, Windows Mobile)

Apple iPhone / iPad
Service options
Service Level Agreement
99.99%
Antivirus, Malware & Spam protection
Web Level AV included
IL3 Content Inspection available
Multi-site Resilience
Yes
Backup
Daily
Archiving
Optional Cost per GB
Relays available as standard
GSI, Internet
QinetiQ Protective Monitoring
Included for IL2 & IL3 IaaS
Backup / Recovery & Disaster Recovery
The service is deployed across multiple sites to provide a degree of service continuity in
the event of a disaster.
The service is also backed up on a daily basis.
As standard, the service offers a 'Dumpster' folder, which retains items (messages,
appointments etc) which have been deleted by a user from their mailbox and the Trash
folder for 30 days. If the deletion turns out to be accidental, the user can recover the
message(s) themselves.
Service levels
Skyscape will use reasonable endeavours to ensure that the availability of the Skyscape
service purchased by the Customer in a given calendar month equals the applicable
Availability Commitment. To define availability, Skyscape monitors a number of service
elements – some generic, some service specific – which collectively enable the Customer
to use or access the Service. If the availability of the Service is less than the associated
Availability Commitment, the Customer may request Service Credits for the Service within
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30 calendar days of the Service being deemed unavailable. For more detailed
information on our SLAs, please request the Skyscape SLA Definition Document.
Skyscape provide both an Availability SLA and Response Time SLA for the Compute as a
Service for Test & Development service as per the following table.
ENHANCED
Availability (monthly*)
99.99%
Incident response
P1 – within 15 minutes
P2 – within 4 hours
P3 – within 24 hours
P4 – within 72 hours
Incident update
P1 – hourly
P2 – every 2 hours
P3 – every 24 hours
P4 – every 24 hours
Service credits
10% of monthly spend
* Availability indication based on an average 730hrs per month. Excludes planned &
emergency maintenance. Unavailability applies to existing mailboxes where the mailbox
becomes unresponsive due to a fault recognised at the SaaS layer or below:

i.e. fault is not within the Consumers control (client applications, mailbox
configuration, etc)

fault is within Skyscape controlled components such as the messaging
infrastructure, storage, power and physical firewalls & routers etc.

External connectivity providers (e.g. internet, PSN, GSi) and components
collocated at Skyscape are also not included in the availability calculation.
In addition, Skyscape also provide an Availability Service Level Target on the Skyscape
Portal i.e. the ability to log into the portal to create support tickets and use other functions.
Target Availability (monthly*)
Client Portal Availability (monthly)
99.90%
Pricing
IL0
IL2
IL3
G5: <499 Mailboxes
£5.00
£5.50
£6.00
G5: 500-999 Mailboxes
£4.75
£5.25
£5.75
G5: 1000-2499 Mailboxes
£4.25
£4.75
£5.25
G5: 2500-4999 Mailboxes
£4.00
£4.25
£4.50
G5: 5000-9999 Mailboxes
£3.50
£3.50
£3.75
G5: 10000+ Mailboxes
£3.25
£3.25
£3.25
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Additional Mailbox storage
(per GB per Month)
£1.00
£1.00
£1.00
Archive Storage (per GB per Month)
£0.30
£0.34
£0.37
The pricing in the above table is based on GBP (£) per mailbox per month (part month
charged as a whole month).
The pricing for the following items can be found in the Skyscape Pricing Guide.

Data ingestion and extraction

Connectivity options
Commitment Discount
Customers can gain a discount off the standard rates by making a commitment for
minimum monthly amounts during a 12 month period. The commitment relates to spend
during the period (rather than VM’s or GB’s) as follows:
PO Value
Discount Level
<£250K
0%
£250K-£499K
9%
£500K-£749K
13%
£750K-£1,499k
16%
£1,500K +
19%
Customers will be required to raise a non-conditional purchase order for the required net
amount (after discount) which will entitle them to receive services up to the value of the
gross (pre-discount) amount. Customers will be required to break-down the commitment
with monthly spend amounts – any amount not consumed within an individual month will
not be rolled forward to a subsequent month. Discounts are per purchase order only.
Worked Example:
If you know that you will spend at least £300,000 per year with Skyscape, you can make
that commitment and receive an effective 9% discount. We would require a PO of
£273,000 (£300,000 less 9%) which will be payable even if you don’t consume that level
of Skyscape services within 12 months. Any consumption in excess of £300,000 will be
billable at the standard Skyscape rates unless a new commitment is made.
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Appendix
On-boarding and off-boarding
Service constraints
On-boarding
Message send limits: users can only send 30
emails in any one minute period.
Within 10 days of acceptance of an order,
Skyscape will create the consumer’s Primary
Administrator account and send the consumer a
Welcome Pack which includes the URL for the
Skyscape Customer Portal, mailbox services and
associated authentication details.
Minimum of 25 mailboxes per organisation
required to initiate the service.
Skyscape will adhere to the following in terms of
maintenance windows;
“Planned Maintenance” means any pre-planned
maintenance of any infrastructure relating to the
Services. Skyscape shall provide the Client with at
least twenty four (24) hours’ advance notice of
any such planned maintenance:
The consumer’s Administrator is then able to
create additional user accounts and allocate roles
and privileges for users within their project. Each
user can then simply log on and begin using the
service.
Planned maintenance of Skyscape’s infrastructure
relating to the Services shall happen between the
hours of 00:00 and 06:00 (UK local time) Monday
to Sunday and/or between the hours of 08:00 and
12:00 (UK local time) on a Saturday and/or
Sunday. No planned maintenance will take place
on a Saturday unless agreed in advance by both
parties;
The Administrator is also able to set policies,
create user accounts and allocate roles and
privileges for users within their organisation.
Skyscape provide tools to assist Administrators
migrate data from popular existing environments.
Set up of Client based software or mobile devices
may be required dependant on the chosen access
methods.
Planned Maintenance shall be excluded from any
availability calculation in regard to service credits
but shall be included in the monthly service
reporting;
Off-boarding
Prior to terminating the contract, the consumer is
able to transfer all their data out of the solution
(e.g. using the Skyscape API to retrieve data).
“Emergency Maintenance” means any emergency
maintenance of any of the infrastructure relating to
the Services. Whenever possible, Skyscape shall
provide the Client with at least six (6) hours’
advance notice:
When the organisation terminates their agreement
with Skyscape, Skyscape ensures all of the
organisation’s data is deleted.
Whenever possible Emergency Maintenance of
Skyscape’s infrastructure will happen between the
hours of 00:00 and 06:00 (UK local time) Monday
to Sunday and/or between the hours of 08:00 and
12:00 (UK local time)on Saturday and/or Sunday
unless there is an identified and demonstrable
immediate risk to a Clients environment;
Service management
As a true Cloud service aligned to the NIST
definition of IaaS, the service is designed to be
self managed via the secure online Skyscape API
and the Skyscape Portal which provides common
Service Management functionality and addresses
standard requirements.
Emergency Maintenance shall be excluded from
any availability calculation in regard to service
credits but shall be included in the monthly service
reporting.
On rare occasions, Skyscape may decide to
assign an experienced, qualified ITIL Service
Delivery Manager to some Consumers. In these
cases, the SDM will provide additional assistance
with reporting, incident escalation and continual
service improvement, at all times following
Skyscape’s ISO20000 certified ITIL-based
process framework.
Training
Skyscape have created a number of videos, help
guides, manuals and FAQs to help train and
instruct users so that are up and running quickly
and easily.
For Organisations that require more of a managed
service, Skyscape work with a number of Partners
which have extensive capability to provide a
Managed Service wrapper around the Skyscape
IaaS. Skyscape will be pleased to make an
introduction where appropriate.
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Skyscape also have a number of Partners who
are able to deliver additional services such as
training, support and managed services.
Skyscape would be please to introduce you to
such partners where appropriate.
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Ordering and invoicing
Consumer responsibilities
Billing for the service is monthly in arrears.
The control and management of access and
responsibilities for end users including appropriate
connectivity, security and accreditation if required.
Where access is required over Government
Secure Networks such as N3, GSI or PSN, the
consumer is responsible for adhering to the Code
of Connection.
Payment can be via Purchase Order and Direct
Debit. Skyscape are preparing to be able to
accept Debit/Credit Card payments (e.g.
Government Procurement Card) – please enquire
at time of order to check whether this is available.
Management configuration and administration of
layers above the SaaS (e.g. email applications,
mobile devices, mail transport rules, etc).
Service lead time
Setting up a new organisation will typically be
completed within 10 days from acceptance of
order. Shorter deployment times are typically
achieved and can be prioritised upon request.
Once set up Organisations have instant access to
additional compute and storage resources with no
notice period required as they manage this
themselves.
As a core benefit of the Cloud Platform,
consumers are expected to self-manage the
environment including provisioning mailboxes,
user administration, AV, patching, etc.
Consumers must be aware of the variable nature
of the billing based on usage.
The consumer is also responsible for ensuring
only appropriate data (e.g. IL0-IL2 or IL3) is stored
and processed by applications on this
environment and that they comply with the
Skyscape Security Operating Procedures (SyOps)
and other information assurance requirements as
specified in Skyscape System Interconnect and
Security Policy (SISP) and associated
accreditation documentation sets.
Termination
Terms
At the point of termination, all consumer data,
accounts and access will be permanently deleted,
and will not be able to be subsequently recovered
or restored.
Costs
Financial recompense model
There are no termination costs for this Service.
Consumers are responsible for extracting their
own data from the platform if required.
If the service level falls below the stated
availability percentage (excluding Planned and
Emergency maintenance periods), consumers will
be eligible for service credits on affected
mailboxes. Service credits will be calculated as a
percentage of the fees for the affected services for
the monthly billing period during which the failure
occurred (to be applied at the end of the billing
cycle).
Skyscape may make an additional charge for
transferring data out of the service.
Data restoration / service migration
In many circumstances, Skyscape can help
facilitate a bulk migration to the platform using
local data import. This is priced on a time and
materials basis form the Skyscape SFIA rate card.
Service
Credits
In many circumstances, Skyscape can help
facilitate a bulk migration to the platform using
offline data ingest and extraction – please ask
Skyscape for details.
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Service
Credit
Cap
10% of
monthly spend
per 5% below
service level
target or part
thereof
Up to 10% of
monthly spend
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Technical requirements
IL3 (Higher security domain)
Consumers will require appropriate network
connectivity such as internet access (IL0-IL2) or
accredited connectivity such as a government
secure network (IL3) to the Skyscape Cloud
Platforms. Connectivity via the internet, a
government secure network (PSN, GSI, N3) or
private leased line is available but may incur
additional charges if the hosting of CPE routers is
required - see the pricing section for more details.
Where required, consumers are responsible for
procuring and managing appropriate devices or
software to meet the requirement for data security
over the various forms of connectivity.
Consumers have a number of options to choose
from with Skyscape to access their environment
dependant on their requirement. The list below
provides a guide to demonstrate what is possible
but may require further engagement with
Skyscape to explain and validate further:

Preferred connectivity is over a Government
Secure Network such as GSI or PSN

N3 – for access to the Health and Social Care
community. You may be required to complete
the N3 Information Governance Statement of
Compliance process. (additional controls may
need to be implemented to enable N3 access
to the higher security IL3 domain)

PSN/GSI - You will need to be a PSN Service
Provider or a HMG customer that has PSN
certification.

PSN or CAS(T) Leased Line (IL3 over IL2)
o

IL0 – IL2 (Lower security domain)
CPA/PEPAS approved solution
providing overlay encryption (e.g.
Cisco ISR/ASR)
IL0 (e.g. Internet or non CAS(T) circuit) to IL3
VPN

Standard Internet connectivity over common
protocols (HTTP, HTTPS, IMAP, etc)
o

N3 – for access to the Health and Social Care
community. You may be required to complete
the N3 Information Governance Statement of
Compliance process
Site-to-Site VPN using CAPS
approved solutions (e.g. Ultra AEP
X-Kryptor)
o
CPA assured solution where
Foundation Grade assurance is
appropriate (e.g. Cisco ISR/ASR)

PSN – You will need to be a PSN Service
Provider or a HMG customer that has PSN
certification.

Leased Line (CAS(T) compliant) or nonCAS(T) using CPA/PEPAS overlay encryption
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IL3 Leased Line (assured network
connection)
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Skyscape Cloud Services Limited
A8 Cody Technology Park
Ively Road
Farnborough
Hampshire
GU14 0LX
+44 (0)1252 303300
info@skyscapecloud.com
www.skyscapecloud.com
@skyscapecloud
© Skyscape Cloud Services Limited.
All Rights Reserved.
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