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?
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.
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:
- a) Provide affected customers with at least six (6) hours’ advance notice and
- 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?
Billing for the service is monthly in arrears.
Payment can be made by direct bank transfer (BACS/CHAPS).
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.