Email and collaboration

Truly on-demand

Skyscape’s Email & Collaboration service provides a centrally hosted solution that offers Enterprise Class communication and collaboration for organisations wanting significant cost savings, feature-rich technology and a guarantee on service availability – all on a ‘per user per month’ pricing model.

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 solution for creating a centralised repository to manage and share documents and information with colleagues.

OVERVIEW

Email and Collaboration as a Service provides a range of productivity tools including email, calendaring and tasks that help an organisation’s end users to work in a secure, efficient and effective way. It is accessible through a range of popular applications and mobile devices, and includes ‘briefcase’ functionality that provides a secure solution for managing and sharing documents and information with colleagues.

The Skyscape service reduces the cost of deploying and managing enterprise email systems. It is billed on the basis of the resources used or reserved during a period of time (one month minimum), based on metrics including number of mailboxes, mailbox size (mailbox and archive) and bandwidth.

The service is designed to meet the unique information assurance needs of UK public sector organisations, and is suitable for all data classified at OFFICIAL, including OFFICIAL-SENSITIVE, under the Government Security Classification Policy (GSCP), and for legacy IL0–IL4 solutions. Public sector organisations can therefore benefit from a secure, purpose-built, on-demand email and collaboration platform that meets their stringent requirements, on a true utility (pay-for-what-you-use) consumption model.

Using a web browser, an email client or mobile device, users have easy access to their own personal and group mail boxes, with little or no setup needed. Mail hygiene is provided via Cisco Ironport© for internet-facing solutions, providing protection against spam and malware.

Skyscape manages the underlying infrastructure and application, ensuring the integrity of the email solution and mailbox availability. The customer is responsible for:

  • Customising and configuring the mail solution to their needs
  • Supporting and administering their users, devices and client applications

 

Download the Email and Collaboration datasheet here

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FEATURES/BENEFITS

Feature Benefit
Fully-featured calendaring solution Manage your estate — book meetings, resources or rooms
Centralised data storage, configurable to allow secure information sharing Know where your data is at all times
Share information and documents safely and securely Work collaboratively with colleagues in your own and other government organisations
Flexible, on-demand solution Reduce Capex, move to an Opex-based charging model and pay only for what you use
Access from multiple devices, applications, networks and browsers Facilitate flexible and mobile working
Pre-accredited solution Reduce your local compliance overhead
30-day free trial option Try the service risk free before you buy
Easy to adopt Test, develop and run proofs of concept

SERVICE LEVEL INFORMATION

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 30 calendar days of the service being deemed unavailable.  For more detailed information on our SLAs, please request the Skyscape SLA definition document.

Skyscape provides both an availability SLA and a response time SLA for Email and Collaboration as a Service. See 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
Service Credits 10% of monthly spend

* Availability indication is based on an average 730 hours per month and excludes emergency maintenance. Unavailability applies to existing mailboxes that become unresponsive due to a fault recognised at the SaaS layer or below, for example:

  • The fault is not within the customer’s control (eg client applications, mailbox configuration)
  • The fault is within Skyscape-controlled components such as the messaging infrastructure, storage, power and physical firewalls and routers
  • External connectivity providers (eg internet, PSN, N3) and components colocated at Skyscape are also not included in the availability calculation

Skyscape also provides an availability service level target for the Skyscape Portal covering the ability to log on to the portal to create support tickets and use other functions.

Target availability (monthly*)
Customer Portal availability (monthly) 99.90%

 

TECHNICAL SPECIFICATIONS

Email and Collaboration as a Service offers the following technical features as standard.

  • Email including calendaring and tasks:
    • Fully featured email, calendar, address book, tasks and file collaboration
    • 1GB mailboxes (optional unlimited archive available). Supports secure POP3, IMAP4, MAPI and SMTP access using TLS/SSL encryption
    • Global address lists and third party application extension capabilities
    • A message size limit (maximum attachment size) of 25MB
  • Security:
    • Encrypted client connectivity using FIPS 140-2
    • S/MIME for digital signatures and email encryption
    • Configurable administration rights
    • Admin activity audit trail
    • Access controls for application and data sharing
    • Single sign-on support
    • Integrated spam, virus and malware protection via Cisco Ironport©
    • Configurable domain policies and rules via Cisco Ironport©
    • A central repository to store and manage documents and files
    • Set access roles and responsibilities per user or group on folders or documents
    • The service can include integrated archiving and discovery as a chargeable option
    • This can be enabled for all or selected users, to copy every message (sent and received) into an archive mailbox
  • Support for a wide variety of web browsers and mail clients (the list below is for guidance only — check the Zimbra website or with Skyscape for the latest guidance on supported browsers):
    • Advanced web client (Ajax) — Microsoft Internet Explorer, Firefox, Safari, Google Chrome
    • Standard web client (HTML) — Microsoft Internet Explorer, Firefox, Safari, Google Chrome
    • Force PIN security on device
    • Require alphanumeric password for device
    • Automatic device wipe.
  • Briefcase — document storing and sharing:
    • Create document versioning and approval workflows to improve data integrity and collaboration
  • Archiving:
    • Cross-mailbox search (discovery) of items is supported in the web admin client
    • Desktop clients — Zimbra Desktop, Microsoft Outlook 2003–2013, Apple iSync; any POP or IMAP-supported client
  • Mobility — support for any compatible smartphone (Android, Symbian, Windows Mobile) and Apple iPhone / iPad
  • Secure mobility — supports corporate security policies that mobile devices must accept to receive and store an organisation’s data and communications, such as:
    • Auto device lock

SERVICE OPTIONS

Service level agreement 99.99%
Antivirus, malware and spam protection Web-level AV included

Cisco Ironport© for internet-facing (OFFICIAL — IL2) services

Content inspection availableMulti-site resilienceYesBackupDailyArchivingOptional cost per GBRelays available as standardPSN (including legacy GCF networks), internet, N3Protective monitoringIncluded

FAQs

What is Email and Collaboration as a Service?

Email and Collaboration as a Service is a solution providing a range of productivity tools including email, calendaring and tasks that help an organisation’s end users to work in a secure, efficient and effective way.

What makes up Email and Collaboration as a Service?

Skyscape manages the underlying infrastructure and application, ensuring the integrity of the email solution and mailbox availability. The customer is responsible for customising and managing the solution in terms of users, devices and client applications.

How is Email and Collaboration as a Service billed?

The service is charged per mailbox per month (or part thereof) which includes 1GB of mailbox storage. There is a charge of £1 per 1GB of additional storage per mailbox per month. Charges vary depending on the number of mailboxes and whether the service is hosted in the OFFICIAL Assured or Elevated platform.

Does Skyscape offer a free trial?

Yes, Skyscape can configure a free 30 day trial for up to 500 users in a single organisation on request. This can be arranged via your approved partner or by contacting Skyscape direct.

Where is the service hosted?

The service is delivered from two secure UK data centres by Skyscape, a UK company

Does my data leave the United Kingdom?

As the solution is delivered from UK datacentres by a UK company, the data does not leave the UK when at rest. In addition, the solution provides encrypted client connectivity using FIPS 140-2 and S/MIME for digital signatures and email encryption. There are also tools to configure administration rights, create audit trails and set access controls for application and data sharing.

How is Email and Collaboration supported?

Skyscape manages and supports the platform in the UK. Depending on the mail client that you choose, the support for that client may be supported by that third party and not covered within our SLA. However, wherever possible Skyscape will also work with Zimbra to assist in providing solutions to any compatibility issues.

Can I use Email and Collaboration in the Skyscape Elevated (previously IL3) environment?

Yes, Email and Collaboration as a Service is available in either the OFFICIAL Assured or Elevated platform depending on your needs.

Is the service pan government accredited?

Yes. The Skyscape assured cloud platform is designed and optimised to meet the unique information assurance needs of UK public sector organisations. In addition it is the most connected cloud available to members and suppliers to the UK public sector. It is suitable for all data classified at OFFICIAL, including OFFICIAL-SENSITIVE, under the Government Security Classification Policy (GSCP), and for legacy IL0–IL4 solutions.

Which email clients are compatible with Email and Collaboration as a Service

There is support for a wide variety of web browsers and clients. Below is a list for guidance only. Visit the following page for further information: https://files.zimbra.com/website/docs/Zimbra%20Collaboration%20Product%20Overview.pdf

  • Advanced web client (Ajax) – Microsoft Internet Explorer, Firefox, Safari and Google Chrome
  • Standard web client (HTML) – Microsoft Internet Explorer, Firefox, Safari and Google Chrome
  • Desktop clients – Zimbra Desktop, Microsoft Outlook 2003 – 2013, Apple iSync; any POP or IMAP-supported client
  • Mobile access – iOS, Android, Blackberry, Windows smartphones and tablets

In addition, the solution includes Messaging Application Programming Interface (MAPI) synchronization to Microsoft Outlook 2013/2010/2007/2003 with full delegate, offline access and support for S/MIME

Can I migrate my email from another service or datastore?

Yes. There is a migration wizard within the solution to migrate from an existing solution to Email and Collaboration as a Service. Skyscape can help facilitate a bulk migration to the platform using local data import. This is priced on a time-and-materials basis from the Skyscape SFIA rate card.

In addition, Skyscape can recommend partners that specialise in this service.

Can I use a specific email domain name?

Yes, you can use any domain name that you have registered and that is hosted by a DNS provider and is authorised to be used on the required network connection.

Can Skyscape host DNS?

Unfortunately, Skyscape is not a DNS host provider. However, there are a number of established providers in the UK. Please contact Skyscape if you need assistance in this area.

Is my data visible to other organisations on the platform?

No, all data held within your organisations Email and Collaboration as a Service is not visible to any other organisation or user.

Is there a minimum number of mailboxes required?

Yes, a minimum of 25 mailboxes are required in order to set up Email and Collaboration as a Service.

Is there any spam software included?

Yes, Mail hygiene is provided via Cisco IronPort for internet-facing solutions, providing protection against spam and malware. In addition, there is a centralised mail scanning solution within the PSN; combined with the fact that as a restricted network, spam is much less of an issue than with internet connections.

Is there a mail archive solution?

Yes, there is an archive option available which is an additional cost per GB per month. Pricing is available in the Digital Marketplace, or via your partner or Skyscape account director.

Is there a backup and disaster recovery solution?

Yes, the service is deployed across multiple sites to provide service continuity in the event of a localised disaster. In addition, the service is backed up on a daily basis.

Is there an option to recover deleted email or tasks?

Yes, as standard the service offers a dumpster folder which retains items (such as messages and appointments) that have been deleted by the user from the mailbox and trash folder for 30 days. This function allows the item to be recovered during this period.

What is the briefcase functionality?

Briefcase is a document storing and sharing function that allows users to upload files to the mail store which then allows them to access those files anywhere via the Email and Collaboration as a Service mail client.

How long does it take to get the solution running?

Within 5 days of accepting an order, Skyscape will create the customer’s Primary Administrator account and send a Welcome Pack which includes the URL for the Skyscape Customer Portal, mailbox services and associated authentication details.

The customer’s Administrator can then set policies, create additional user accounts and allocate roles and privileges for users within their project or organisation. Each user can then simply log on and begin using the service.

Set up of client-based software or mobile devices may be required, depending on the chosen access methods.

The time for the solution to be fully operational is dependent on the amount of work required by the customer once they have received a welcome pack from Skyscape.

What are your service maintenance windows?

Skyscape will adhere to the following in terms of maintenance windows:

“Planned Maintenance” means any pre-planned maintenance of any of the infrastructure relating to the service. Planned Maintenance activity may result in periods of degradation or loss of availability depending on the nature of the activity required. In such cases, Skyscape shall provide affected customers with at least fourteen (14) days’ advance notice of the Planned Maintenance.

If during Planned Maintenance there is a loss of availability to the service, an SLA event will be triggered.

“Emergency Maintenance” means any emergency maintenance of any of the infrastructure relating to the service. Whenever possible, Skyscape shall:

 

  1. a) Provide affected customers with at least six (6) hours’ advance notice and
  2. b) Carry out the emergency maintenance between the hours of 00:00 and 06:00 (UK local time) Monday to Sunday or between the hours of 08:00 and 12:00 (UK local time) on Saturday or Sunday unless there is an identified and demonstrable immediate risk to customer environment(s). Emergency Maintenance may result in periods of degradation or loss of availability depending on the nature of the activity required.

If during Emergency Maintenance there is a loss of availability to the service, an SLA event will be triggered. However, this time shall be excluded in the availability calculation but will be included in monthly service reporting related to the service

Can I use the service as a short term solution such as a couple of months?

Yes. The Email and Collaboration as a Service is paid monthly in arrears, and there is no termination charge for cancelling the service. Please note that it is the customer’s responsibility to extract all of their data prior to the service being terminated, after which all data will be erased by Skyscape.

How can I pay for the service?

Payment can be via Purchase Order and Direct Debit. Skyscape is 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.

How can I monitor my usage?

You can access your usage and billing information at any time by accessing the secure Skyscape Portal. Details of this portal will be made available to you as part of the welcome pack.