€¦ · web viewetomicmail's electronic message management solutions play a fundamental...

Hosted Email Services

Prepared for:

Prepared by: Bronson TangTitle: Director of Channel Sales

Tel: (858) 345-4592E-mail: [email protected]

Date: Version: 1.0

Confidential and Proprietary ● © Etomicmail, LLC ● www.etomicmail.com ● of 227514 Girard Ave. 1-338 ● La Jolla, CA 92037 ● (858) 345-4592 tel. ● (866) 263-1544 fax

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http://www.etomicmail.com/


Confidentiality notice

The information contained in and transmitted with this proposal is confidential. This document is the property of and is proprietary to EtomicMail. This document is NOT to be disclosed in whole or in part without the written consent of EtomicMail, shall not be duplicated or used in whole or in part for any purpose other than to evaluate EtomicMail’s services, and shall be returned immediately upon request. This document is “Confidential” and unauthorized disclosure will subject the discloser to any civil and criminal penalties available to EtomicMail.

Trademark notice

All trademarks, registered trademarks, or service marks mentioned in this document are the property of their respective owners.

Table of Contents

About EtomicMail................................................................................................................................................3

Diagrams...............................................................................................................................................................7

Support.................................................................................................................................................................8

MANAGED SERVICES – SUPPORT TEAMS.................................................................................................................9EtomicSupport: Levels of Support......................................................................................................................9Facilities: Performance Infrastructure.........................................................................................................10

Network..............................................................................................................................................................11

Security...............................................................................................................................................................11

Service Level Guarantee..................................................................................................................................13

EtomicMail™ – Service Descriptions...............................................................................................................14

Hosted Zimbra E-Mail Collaboration System................................................................................................14

Zimbra Features................................................................................................................................................16

Managed Hosting..............................................................................................................................................17

High Availability / Disaster Recovery.............................................................................................................18

EtomicSupport™ - Custom Support................................................................................................................19

Zimbra Support Roles...........................................................................................................................................20Service Configuration and Pricing..................................................................................................................21

Zimbra e-Mail Collaboration Software (Network Edition) and System...................................................................21


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About EtomicMail

Our ServicesEtomicMail's services act as the ultimate gatekeeper to protect your organization’s IT messaging infrastructure. We offer superior e-mail protection and message management services that can accommodate any company size. Whether it is a small business or global enterprise, EtomicMail provides security and peace-of-mind knowing your network is shielded from unwanted viruses, worms and unsolicited e-mail. Our extensive network architecture provides inbound and outbound message management designed to secure your network gateways.

Spam and Virus ProtectionWith exponential increases in the amount of spam and virus attacks on computer systems, EtomicMail provides the most technologically advanced network and e-mail system protection, guarding against: attack from malicious code, or worms; viruses; infiltration and inundation of unsolicited e-mail, or spam; and unwanted assaults on your e-mail servers.

Message Management/HostingSignificantly reduce costs by investing in EtomicMail's message management solutions—a vital component for companies relying on e-mail to support their business.

E-mail has become an essential component for thriving in today's business climate. EtomicMail's electronic message management solutions play a fundamental role in protecting your company's digital assets and ultimately boosting company productivity. We pride ourselves on having network messaging solutions accompanied by exceptional, individualized client service. From our team of highly trained engineers and developers, to our client service support teams all play a vital role in delivering our technologically advanced e-mail protection and message management services.


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Our ValuesBeyond serving our customers with the utmost integrity, EtomicMail has a strong belief in serving our community, while maintaining our social and environmental responsibility. As a member of Co-op America, EtomicMail takes an active role in community service. Our efforts include regularly donating our time, energy and resources to local, non-profit organizations, as well as generously donating five percent (5%) of company profits to such community organizations. Our commitment to Co-op America is also demonstrated in our coordination of a "Call to Protect" program in which cell phones were collected and donated to assist women who are victims of domestic violence. The Co-op America Business Network is the largest organization of socially and environmentally responsible businesses in the world. With the organizing power of 2,000 businesses, CABN is building the Green Economy ... and changing the way America does business.

He has achieved success who has lived well, laughed often and loved much; who has enjoyed the

trust of pure women, the respect of intelligent men and the love of little children; who has filled his

niche and accomplished his task; who has left the world better than he found it, whether by an

improved poppy, a perfect poem, or a rescued soul; who has never lacked appreciation of earth's

beauty or failed to express it; who has always looked for the best in others and given them the best

he had; whose life was an inspiration; whose memory is a benediction.

- Bessie A. Stanley (b.1879)

EtomicMail also places a strong emphasis on our responsibility to the environment. As such, we are listed as members of the National Green Pages - a directory of companies and organizations dedicated to protecting our fragile environment. Co-op America's Green Pages™ is America's premier directory of qualified green companies — companies with demonstrated commitments to social and environmental responsibility. All companies in the Green Pages™ have been screened and approved by Co-op America. A green company operates in ways that solve — rather than cause — environmental and social problems. These businesses adopt principles, policies and practices that improve the quality of life for their customers, employees, communities, and the planet.

The TeamOur team comes from some of the largest service providers in the industry including HP Services, Verizon Business (Formerly Digex and MCI Managed Services), Rackspace, GTE Internetworking, Genuity, Dantis Managed Hosting, Software Spectrum Outsourcing Services, and government.

ValueEtomicMail is proud to offer enterprise-level services that are affordable for the small and mid-markets. We have bridged the gap between low cost commodity service providers and the very expensive enterprise providers. This chart explains where we fit in the market.


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Customer Focus: We are committed to customer satisfaction: our team members are dedicated to ensure customer success, quick response, and in-depth expertise. They are also compensated on customer satisfaction. Excellent customer service and support is our number one objective, so customer issues take priority over all. We have a very experienced team with a depth of knowledge of technology and business that becomes an extension of our customer’s internal resources. We are constantly improving and evolving to provide our customers the best and this is evident by our customer referrals.

Commitment:We are committed to offering great services at an affordable price. We accomplish this by using on-demand infrastructure, industry experience, automation, and innovative technology.

We utilize on-demand infrastructure so we can expand our capabilities as our customer base grows. EtomicMail was formerly a software development firm, so in addition to using industry-leading technology, we develop many of our own tools such as our Advanced Management Systems (AMS), a custom automation support software. Our support team focuses on specific customer issues, while our AMS automatically monitors and reacts to resolve most issues. AMS increases accuracy and logs activity eliminating the areas where most of the errors occur in hosting. AMS also radically reduces the day-to-day need for human intervention on repetitive tasks, drastically decreasing cost and improving service quality. It increases accuracy and our service levels because it performs many tasks in milliseconds versus hours or days. This frees our support team to focus on you.


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Location: Our headquarters is located in beautiful San Diego, California. The primary data center houses the 24x 7 Network Operation Center (NOC) and all our security devices, servers, networking routers, switches, and SAN equipment. Our secondary data center is utilized for high availability solutions. Both facilities have full redundancy from power to multiple Internet Service Providers. There are multiple diesel generators that can sustain the data centers for 18 hours, and if more fuel is needed, it is on contract for automatic refuel. Each generator is started weekly. Multiple UPS systems are in place to power the DC for more than an hour, even though it only takes a few minutes for the generator to kick in. The network is Cisco Powered, meaning it is 100% Cisco equipment. The data center sits directly on the Internet Backbone (OC-192) and has 10 different Internet service providers in the data center. There are redundant paths to the backbone, using multiple ISPs. There are also redundant AC systems and a fire suppression system.

Contact Information:

E-mail:[email protected]@[email protected]@etomicmail.com

Telephone(858) 345-4592

Fax:(866) 263-1544

Locations:

Corporate Office/ Billing / Shipping7514 Girard Ave. 1-338La Jolla, CA 92037

Data Center - San Diego, California


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mailto:[email protected]





Diagrams


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Support

EtomicSupport™ is focused on your needs. Our support staff is dedicated to your business success and technical needs by providing excellent customer service, 24 hours a day, 7 days a week. To contact our support team, simply email us at [email protected], call our main support (858) 626-8186, or call your customer service manager’s cell phone directly.

You will have a dedicated Customer Service Manager with fully managed services who is responsible for ensuring that your needs are met and championed within our organization. Your Customer Service Manager is also responsible for coordinating periodic progress reviews to ensure that your commitment levels and expectations are met. The Customer Service Manager will serve as your main point of contact for business and general administrative issues. Your quickest response will result from simply emailing the support team at [email protected] and this should be your first point of contact. This email will automatically generate a support ticket with our Advanced Management Systems (AMS) including the information in your email. The Network Operations Center (NOC) and the support team are instantly notified. Plus, your Customer Services Manager is notified via email and pager.

Our customers like the convenience of the email ticket generation feature of our Advanced Management Systems (AMS). An email is simple, quick, and easy, instead of going to a portal, logging on, finding the correct location, and then generating a ticket. We developed this system due to customer surveys and demand. On the user side sending an email could not be simpler, and on the back end we have developed a unique and complex proprietary system. This is just one of the simple things we have done to set us apart and help simplify our customer’s lives.


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MANAGED SERVICES – SUPPORT TEAMS

Managed Services 24x 7 System Monitoring and Management Dedicated Customer Service Manager Security Monitor and Administration Windows Server OS support UNIX OS Support Burstable Multi-homed High Speed Bandwidth Network Management Hardware Maintenance, Break-fix, & Replacement Application Monitoring and Support 100% Availability Options Database Administration

24 x 7 Support Team Customer Service Managers Security Administrators Windows Administrators UNIX Administrators Network Administrators Hardware Maintenance Engineers Data/Backup Administrators Data Center technicians Database Administrators Software & Migration Engineers

Below is our standard Support Matrix for self-managed support and fully-managed support. These support levels may be modified to your specific needs.

EtomicSupport: Levels of SupportSERVICE Fully ManagedCustomer Support Team availability 24 x 7 x 365Full Admin/Root level access for customer 24 x 7Reboots UnlimitedSeverity Level 1 (Emergency): Response Time <15 MinutesSeverity Level 2 (Priority): Response Time <4 HoursSeverity Level 3 (Non-Critical): Response Time <12 HoursSystem Monitoring 1 Port every 5 Min.OS installation yesOS re-install (subject to $150 re-install fee) yesUnlimited Support Tickets yesUpdates of Support Status yesNetwork Uptime SLA 99.99%Hardware Replacement SLA 24 hourHardware uptime 100% optionalOn-call Support guru for customer issues yesAdvanced Technical Support yesTroubleshooting yesDatabase Trouble Shooting yesAutomatic Senior Management Escalation yesDedicated Customer Service Manager yesApplication monitoring yesData Recovery Protection with Backup Service yesBack up data administration Yes with backupAPPLICATION HOSTINGCustomer Application Support optionalApplication Monitoring optionalApplication scripting & functionality monitoring optionalMicrosoft Application Support optionalExchange or Zimbra Administration optionalMS SQL Administration optional


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Facilities: Performance Infrastructure

The EtomicMail approach is to align site capacity to business needs creating an optimal customer experience minus unnecessary overcharges and provisioning costs. Similar to just-in-time inventory practices, EtomicMail monitors site performance metrics for pre-planned scale upgrades aligned to business growth. EtomicMail has engineered a network system independent of real estate and hardware constraints of the old world. Our architecture is based on a combination of facilities. The primary data center houses the 24 x 7 Network Operation Center (NOC), all of our security devices, servers, networking routers, switches, and SAN equipment. Our secondary data center is utilized for high availability solutions. Both facilities have full redundancy from power, AC, to multiple Internet Service Providers. There are multiple diesel generators which can sustain the data center for 18 hours, and if more fuel is needed it is on contract for automatic refuel. Each Generator is started weekly. Multiple UPS systems are in place to power the data center for over an hour even though it only take a few minutes for the Generator to kick in. The Network is Cisco Powered, meaning it is 100% Cisco equipment. The data center sits directly on the Internet Backbone (OC-192). There are redundant paths to the backbone, using multiple ISP’s. There are also redundant AC systems and a fire suppression system.


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Network

We guarantee 99.99% network uptime. Our network currently has Internet connections to multiple bandwidth partners with routable Internet transit. Any one of these connections can be lost without adversely affecting the performance of the network.

We have 10 backbone providers in our data center with direct hands capabilities to each (no local loop). We buy all our transit from our bandwidth partners to ensure that packets of information are delivered to the end user. This offers significant advantages over simply peering with the major backbones. Peering agreements rarely include Service Level Agreements (SLA's). As a result, no one is accountable for lost packets at congested exchange points. Because we actually have SLA's with all of our bandwidth partners, we are able to guarantee that all packets will leave our network at full speed.

The Network is Cisco Powered, meaning it is 100% Cisco gear. The Data Centers sits directly on the Internet Backbone (OC-192). There are redundant paths to the backbone, using multiple Internet Service Providers. There are nine (9) in-building Service Providers.

Security

EtomicMail incorporates a multi-pronged, multi-tiered security approach, allowing for robust security for every EtomicMail customer.

Access to EtomicMail’s server facilities is restricted to employees with a strict need-for-access. Access requires passing multiple levels of keycard access, including biometric palm scanning and PIN keypad entry. No customers have physical access to their machines.

Additional levels of security are applied to the back-end-monitoring network. Only authorized personnel with administrative privileges have access to the network. In addition, access to the backup systems is limited to authorized personnel.


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Physical SecurityA comprehensive surveillance system with strategically located cameras records movement throughout the data centers. Full-perimeter video cameras monitor the ground surrounding data center. Card-Key access ensures that even EtomicMail staff members only have access to the areas for which they have been approved.

Details of Physical Security Three-level security architecture Card-Key access to Level 0 (includes lobby and public areas) Card-Key plus either hand-geometry reader or security guard checkpoint to access Level 1 Card-Key (restricted) to pass from Level 1 to Level 2 Physical key (restricted) is required to access Level 3 (Standard Server Rooms) Internal CCTV throughout facility, recorded, with tapes retained for seven days External full-perimeter CCTV monitoring, recorded, with tapes retained for seven days

In addition, maintenance areas such as air conditioning, electrical, telecommunications, shipping and receiving are segregated from servers and other portions of the building. Closed Circuit Television (CCTV) is utilized throughout the facility—including computer rooms, passageways, entrances, exits, roofs and external surroundings—and footage is captured on videotape.

Fire SuppressionEtomicMail’s fire suppression system provides advanced fire protection. Our system continuously monitors the air for smoke, chemicals and other hazardous materials. Each server farm is monitored and zoned separately, and an automated monitoring system instantaneously notifies site security and local fire departments in the event of an incident.

The data centers employ several levels of fire suppression systems, to quickly extinguish fires while not damaging computer systems. These include the fires suppression systems described below.

Computer Room: Primary Fire SuppressionEach computer room has an independent FM200 gaseous fire suppression system with incipient-phase early-warning primary smoke detection capabilities. This system requires that two detectors identify a fire situation. Once the building alarm systems are activated, security and local fire authorities are notified. A short delay allows staff to evacuate the computer room prior to system activation. FM200, a non-conductive and non-corrosive gas, is then released into the room to extinguish the fire. Each computer room is independent so that a fire in one room will not trigger the suppression systems in another room.

Generator Room Fire SuppressionDry-pipe sprinkler protection systems provide fire suppression to the generator rooms. This system is two-staged, whereby the detection of smoke will cause the system to be charged with water, which is retained until the temperature threshold is exceeded. Once the temperature exceeds a predetermined level, the water is released.

Administrative Area Fire SuppressionStandard wet-pipe sprinkler systems provide protection for offices and non-computer support spaces.


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Service Level Guarantee

Network Uptime Guarantee – 99.99% UptimeWe guarantee that the network will be available 99.99% of the time in a given month (no more than 4.8 minutes downtime per month), excluding scheduled maintenance. Network uptime includes functioning of all network infrastructure including routers, switches and cabling.

Support Guarantee – 30 Minute Response TimeCustomers are guaranteed a 30-minute or less response time for all emergencies. Emergencies are classified as all areas EtomicMail is responsible for supporting which includes the data center, data center peripherals, the network, all routers, firewalls (if applicable), servers, and operating systems. EtomicMail will be responsible for generating and resolving all Severity 1 (emergency) tickets.

All customers have complete control over their servers. We prove full administrative or root level access to your servers and you have the ability to do unlimited remote reboots from any location. If you are using our managed backup you have the ability to restore information any time for any location as many times as needed. In the case when you need our help all severity 2 questions submitted to the online ticketing system by emailing your question/request to [email protected] and we will be handled in less than 4 hours and severity 3 in less than 24 hours. For severity 1 tickets we average less than an 11 minute response time. For severity 2 tickets we average less than 60 minute response time. 85% of all tickets are resolved during the initial request.

Hardware Guarantee – 24-hour ReplacementWe guarantee the functioning of all hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin immediately upon identification of the hardware failure and is guaranteed to be complete within 24 hours.

Custom Service Level Agreements such as a 1-hour hardware guarantee are available on request.

100% Uptime Guarantee Our inter-connected multiple-building architecture with fully independent infrastructure (separate power grids and networks) provides more flexible and affordable high availability options. For customers with mission critical transaction or data a high availability solution can be designed to meet your technical, business, and financial objectives. From hot stand-bys and high speed system restores to dual site configuration and synchronizing databases there are many options for you to evaluate. Please contact us if you would like to evaluate a high availability option for your business.


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EtomicMail™ – Service Descriptions

EtomicMail services will save you money and time, while delivering powerful secure systems with high service levels. On the following pages is a brief service description of our business services.

The services with a “check mark” are the services included in this proposal under the “ Services Configuration and Pricing ” Section:

APPLICATION HOSTING√ Hosted E-Mail Collaboration Services

VoIP Managed PBXManaged Application ServerCustom Application/Open Source SupportDatabase AdministrationMicrosoft Small Business ServerMicrosoft Exchange AdministrationOn-Demand Microsoft Software

WIRELESS SERVICESHot Spots

Broadband IPS Services

MANAGED HOSTING

√√Managed Server

√√

REMOTE I.T. MANAG

Remote monitoring


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EMENT

ServersStorageFirewallsDisaster Recovery / High-Availability

Hosted Zimbra E-Mail Collaboration System

OVERVIEW: Zimbra Email Collaboration Suite is an open source server and client technology for next-generation enterprise messaging and collaboration. Zimbra delivers innovation for both the administrator and the end-user as well as compatibility with existing infrastructure and applications (both open source and proprietary).

ZimbraThe Zimbra ZCS Network Edition provides feature rich email, contacts, and group calendaring. Zimbra is the Microsoft Exchange replacement, offering more functionality, less maintenance and overhead, and it cost less.

END USER - Screen Shots (click here for larger images)Inbox Conversation Shared Calendar

Yahoo Maps Contact PO Process

RSS Feeds Mini Calendar


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http://mindcentric.com/zimbra_screenshots.html








ADMINISTRATOR - Screen Shots (click here for larger images)Admin - COS Preferences Admin - Distribution List

Admin - New Account Wizard Admin - Volume Management


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http://mindcentric.com/zimbra_screenshots.html#adminshots








Zimbra Features

Administrator Benefits Online move, backup and recovery of individual or a group of mailboxes Compatibility with Active Directory and existing LDAP directories Native hierarchical storage management and clustering Web services integration with existing enterprise applications Integrated anti-spam and anti-virus

End-User BenefitsBrowser based client with search, shared calendar and mail that is integrated with contacts and calendar Support for Outlook: calendar, mail, contacts and offline mode Support for mobile devices: Blackberry, Treo and etc Support of Windows, Apple and Linux computers

Freedom of Client Choice o Browser - Zimbra Ajax client o PC Client - Outlook (Online, Offline, Cached Mode), Apple Mail and iCal, Eudora, Evolution,

Thunderbird/Sunbird, RSS, etc. o Mobile - Wireless devices "over the air" synchronization sans special client software: Blackberry, Palm,

Nokia, Motorola, Good, PocketPC, etc. Self-Organizing Mailboxes

o Powerful, fast search (including messages and attachments) o Saved searches across folders o Conversation views across folders o Filters

Comprehensive Calendaring o Group scheduling with free/busy management and controls o Multiple calendars per user o Calendar delegation and sharing o Multi-calendar views o Subscribe to external calendars in .ics format

Extensible model for linking message content to external web services and applications (expressible via hover-over and/or click) o Intranet - ERP, CRM, Support, Finance, HR, VoIP phone, etc. o Internet – Google/Yahoo Maps, Skype, Travel, Package Tracking, etc.

Efficient context switching o Quickly view/create calendar appointments while in mail o Quickly create/edit contacts while in mail o Quickly view sender’s website while in mail

Any Place, Any Machine o Rich, zero footprint, AJAX-based end-user interface (cross browser/OS) o Security sans VPN o Secure, read-only access to attachments without special-purpose client software

Modern collaboration styles/formats o RSS/ATOM feeds o Tags


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Managed Hosting

Affordable Managed Hosting Solutions that deliver flexibility and service. Our team comes for some of the largest managed hosting provides Digex, MCI, Genuity, GTE Internetworking/BBN, Compaq, Rackspace, and Dantis. We have the expertise to build you a reliable and affordable solution.

The difference is we deliver this service for less then other hosting companies by leveraging our experience, automation and on-demand technology. We have bridged the gap between low-end hosting with no service and flexibility, and high-end hosting that charges outrageous prices for an assortment of unnecessary bells and whistles most customers do not need.

SAMPLE SOLUTIONS:

Managed Services 24x 7 System Monitoring and Management Dedicated Customer Service Manager Security Monitor and Administration Windows Server OS support UNIX OS Support Burstable Multi-homed High Speed Bandwidth Network Management Hardware Maintenance, Break-fix, & Replacement Application Monitoring and Support 100% Availability Options Database Administration

24 x 7 Support Team Customer Service Managers Security Administrators Windows Administrators UNIX Administrators Network Administrators Hardware Maintenance Engineers Data/Backup Administrators Data Center technicians Database Administrators Software & Migration Engineers


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High Availability / Disaster Recovery

Our inter-connected multiple-building architecture with fully independent infrastructure (separate power grids, networks, etc) provides more flexible and affordable high availability options. For customers with mission critical transaction or data a high availability solution can be designed to meet your technical, business, and financial objectives.

EtomicMail can help you determine the correct high availability solution for your business. If you need high availability, business continuity, disaster avoidance, disaster recovery, data security, dynamic fail over, database failover, application continuity, or remote standby site or database standby, we can help by providing the technical pros and cons, and budgetary information you need to determine the best solution for your business.

Geographic High Availability – 100%This consists of infrastructure installed in at least two geographically diverse datacenters: production server infrastructure installed at the backup facility must be functionally equivalent to the infrastructure at the primary, but it does not necessarily have to be identical. Each facility should be sized to handle the required application load.

Platform High Availability – 99.95%This consists of no single point of failure and will include redundant firewalls, load balancers, switches, web servers, application servers, database servers, and any other servers or devices that are vital to the operation of the production system.

System High Availability - 99.5%This consists of redundant web servers, application servers, database servers, and any other servers that are vital to the operation of the production system. The firewalls, load balancers, and, switches non-redundant, as the failure rate is less with this type of equipment.

High Availability – 99%This consists of a fully redundant data center (power, ups, air conditioning, fire systems, etc.) with redundant Internet service providers and routes to the Internet. The system itself which includes the servers and other devices are non-redundant.

Below are four scenarios to help you understand some of the basic options:

Scenario 1: high-availability within a single site.Scenario 2: multi-site high availability for read-only applications.Scenario 3: multi-site failover to a passive site for rapid recovery in case of site failure.Scenario 4: multi-site high availability for transactional applications with either application-level transaction

replication or database-level data.


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EtomicSupport™ - Custom Support

EtomicSupport™ is focused on your needs. Our support staff is dedicated to your business success and technical needs by providing excellent customer service, 24 hours a day, 7 days a week. To contact our support team, simply email us at [email protected], call our main support (858) 626-8186, or call your customer service manager’s cell phone directly.

EtomicSupport™-Custom: Custom Support gives you the ability to meet any requirement or SLA. We will provide customized support to manage high availability solutions, custom configurations, special hardware or equipment, cold stand-by's, hot stand-by's, server clusters, software applications, custom applications, and databases. See “Support Roles” below in the “Service Configuration and Pricing” section for your specific support levels.

You will have a dedicated Customer Service Manager with fully managed services who is responsible for ensuring that your needs are met and championed within our organization. Your Customer Service Manager is also responsible for coordinating periodic progress reviews to ensure that your commitment levels and expectations are met. The Customer Service Manager will serve as your main point of contact for business and general administrative issues. Your quickest response will result from simply emailing the support team at [email protected] and this should be your first point of contact.


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Zimbra Support RolesService EtomicMail Customer

Customer Support Team availability 24 x 7 x 365Severity Level 1 (Emergency): Response Time <15 MinutesSeverity Level 2 (Priority): Response Time <4 HoursSeverity Level 3 (Non-Critical): Response Time <12 HoursNetwork Uptime SLA 99.9%Customer Service Manager-General “how to” ?s 8 – 5 PTAutomatic Senior Management Escalation yesSystem Monitoring every 5 Min.System Administration yesOS management, patching, and upgrades yesAdvanced Technical Support yesTroubleshooting yesOn-call Support guru for customer issues yesHardware Break-fix yesSecurity monitoring yesFirewall administration yesZimbra ZCS Network Edition application support yesZimbra application monitoring yesZimbra application upgrades yesZimbra application management yesDatabase Trouble Shooting yesDatabase Administration yesData Recovery Protection with Backup Service yesBack up data administration yesData restore from backup yesUnlimited Support Tickets yesProfessional Services ($45/half hour) yesZimbra admin support (domain level) yesEnd user/client support yes


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EtomicMail™ – Managed Hosting ServicesService Configuration and Pricing

Zimbra e-Mail Collaboration Software (Network Edition) and System

Description Monthly Fee(billed quarterly)

One-time Fee(per domain)

Hosted Zimbra

e-mail system

SOFTWARE:Zimbra ZCS Network EditionZimbra Outlook ConnectorZimbra PST import WizardZimbra ZCS Migration Wizard

The Hosted Zimbra Collaboration Suite provides custom configurations for each individual domain, unlike other hosted email offerings that restrict and dictate features and functions. This is a server and client technology for next-generation enterprise messaging and collaboration. Zimbra has features and functionality like no other delivering innovation for the administrator and the end-user.

Cost per User:Users - Cost

6-25 - $8.9526-50 - $7.50

51-150 - $6.75151-300 - $6.25

For 301+ users, contact us.

Cost for 1-5 Users:

$44.75

$99

Mail Box Size TBD by customer IncludedZimbra Software Features:

Browser based client with search, shared calendar and mail that is integrated with contacts and calendar

Freedom of Client Choice Browser Zimbra Ajax client PC Client* Outlook (Online, Offline, Cached Mode), Apple Mail and iCal, Eudora, Evolution,

Thunderbird/Sunbird, RSS, etc. Protocols: IMAP, POP, iCalendar, RSS, Outlook MAPi, etc.Mobile* Wireless devices "over the air" synchronization

Support for Outlook*: calendar, mail, contacts and offline mode Support for mobile devices*: Windows Mobile Support of Windows, Apple and Linux computers* Self-Organizing Mailboxes Comprehensive Shared Calendaring Extensible model for linking message content to external web services and applications (expressible

via hover-over and/or click)* Efficient context switching Any Place, Any Machine Modern collaboration styles/formats

*Note: this client feature is the responsibility of the client to configure with their PC, wireless device, wireless carrier, etc as required. This is a supported feature of the Zimbra software but necessarily supported by EtomicMail. For EtomicMail support roles see “Zimbra Support Roles” above.

Notes:

Total PricesRecurring Fees One-Time Fees

Term One year Enter Number of non-aliased domains 0Enter Number of Users 0 Setup Fee per domain $99

Select Monthly Rate(based on the number of users) Select rate... Calculate Total One-Time Fee $0

Calculate Monthly Fees(Charged Quarterly) $0.00


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http://zimbra.com/products/end_user_benefits.html

http://zimbra.com/products/admin_benefits.html

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