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embc Email Filtering Service Description v6.3 by huanghengdong

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									E M B C : COMMERCIAL IN CONFIDENCE

Service Description: embc Email Filtering Service


                                          E M B C

           Service Description
                      Email Filtering Service

                                  ( embc-EMS-SD-001)
                                  UNCONTROLLED IF PRINTED




                  Registered Reference:    embc-EMS-SD-001
                  Version:                 6.3
                  Status:                  Final
                  Version Date:            4th January 2012
                  Author(s):               Alan Edwards
                  Enquiries to:            Fran Thomas
                  Supersedes:              6.2




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    Service Description: embc Email Filtering Service

Contents
1        DOCUMENT PROPERTIES .................................................................................................................................... 3
     1.1         DOCUMENT MANAGEMENT ..................................................................................................................................... 3
     1.2         DOCUMENT HISTORY .............................................................................................................................................. 3
     1.3         DOCUMENT DISTRIBUTION ....................................................................................................................................... 3
     1.4         PROJECT ROLES AND RESPONSIBILITIES ....................................................................................................................... 4
2        MANAGEMENT SUMMARY ................................................................................................................................ 5
3        FUNCTIONALITY ................................................................................................................................................. 6
     3.1     OVERVIEW ............................................................................................................................................................ 6
     3.2     FILTERING PRODUCT COMPONENTS ........................................................................................................................... 6
        3.2.1 MailMarshal SMTP ........................................................................................................................................ 6
        3.2.2 MailMarshal Service Provider Edition ........................................................................................................... 7
     3.3     EMAIL EDGE FILTERING SERVICES .............................................................................................................................. 7
     3.4     EMAIL INTERNAL FILTERING ...................................................................................................................................... 8
     3.5     EMAIL FILTERING SUMMARY TABLE ........................................................................................................................... 8
     3.6     EMAIL BLOCKED CONTENT RELEASE FUNCTIONALITY ................................................................................................... 10
        3.6.1 Management Scope .................................................................................................................................... 13
     3.7     INTER-DATA CENTRE TRAFFIC ................................................................................................................................. 13
4        AVAILABILITY & CAPACITY.................................................................................................................................14
     4.1         SERVICE CAPACITY ................................................................................................................................................ 14
     4.2         EMAIL FILTERING STORE & FORWARD INCIDENT MANAGEMENT SERVICE LEVEL ............................................................... 14
     4.3         EMAIL FILTERING STORE & FORWARD INCIDENT MANAGEMENT SERVICE CREDIT ............................................................. 15
     4.4         EMAIL FILTERING STORE & FORWARD AVAILABILITY SERVICE LEVEL ............................................................................... 15
     4.5         EMAIL FILTERING STORE & FORWARD AVAILABILITY SERVICE CREDIT.............................................................................. 15
5        REPORTING .......................................................................................................................................................16
     5.1         SERVICE REPORTING ............................................................................................................................................. 16
6        DESIGN SUMMARY ............................................................................................................................................18
7        SERVICE MANAGEMENT ....................................................................................................................................19
     7.1         IN SCOPE CHANGES .............................................................................................................................................. 19
     7.2         OUT OF SCOPE CHANGES ....................................................................................................................................... 19




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Service Description: embc Email Filtering Service

1 DOCUMENT PROPERTIES
1.1 Document Management

 Project Ref
 Project Name        embc email Filtering Transition
 Document            Email Filtering Platform Service Description
 Subject
 Document            http://syntranet.synetrix.co.uk/customers/embc/techdesign/DesignBuild/MailMarshal/EM
 Location            BC-MES-SD-001.doc
 Document Name       embc-EMS-SD-001
 Author              Alan Edwards
 Contributors
                         th
 Creation Date       4 July 2011




1.2 Document History

        Version   Status      Description Of Changes                       Author                 Release
                                                                                                  Date
        0.1       Draft       Initial draft for review                     Alan Edwards           04/07/2011
        4.0       Release     Updated after internal review                Alan Edwards           14/07/2011
        5.0       Release     Updates after external review                Alan Edwards           19/09/2011
        6.0       Release     Updates after external review                Alan Edwards           09/11/2011
        6.1       Release     Updates to section 7.1 after external        Shas Ruparel           08/12/2011
                              review
        6.2       Release     Updates to section 7.1 after external        Shas Ruparel           12/12/2011
                              review
        6.3       Release     Updates to section 7.1 after external        Shas Ruparel           03/01/2012
                              review




1.3 Document Distribution

       Name                       Organisation                  Position
       Simon Nutt                 Synetrix                      Business Director
       Fran Thomas                Synetrix                      Synetrix Applications TDA
       Shashin Ruparel            Synetrix                      Project Manager


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Service Description: embc Email Filtering Service

       Name                      Organisation                  Position
       Alan Thackeray              Synetrix                    Programme Manager
       David Cheetham              embc                        Operations Director
       Peter Thewlis               embc                        Technical Consultant
       Dan Broad                   embc                        Technical Change Manager


1.4 Project Roles and Responsibilities

        Role                                          Person

        Synetrix Messaging Lead Architect             Alan Edwards

        Synetrix Project Manager                      Shas Ruparel




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 Service Description: embc Email Filtering Service

2 MANAGEMENT SUMMARY
The embc Webroot email filtering solution has been replaced with the M86 Mail Marshal product as a
consequence of a strategic decision by Webroot to no longer support onsite solutions such as deployed
within embc. The replacement Mail Marshal email filtering cloud based service delivered as an onsite
solution for the processing of emails, and email logging information (time sent, message size etc), with
system management provided by the existing Synetrix OPENHIVE service.


This document defines the Service Description for the replacement embc Email Filtering Service based on
the M86 Mail Marshal solution.


This document aims to:
       Provide a description of the services provided by the Email Filtering Service for Synetrix, embc, and
        the associated project and service teams
       Define the metrics that are used to scale the embc deployment of the Email Filtering Service.




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 Service Description: embc Email Filtering Service

3 FUNCTIONALITY
3.1 Overview
Email filtering is a service, delivered and managed by Synetrix, within the embc private WAN to optimally
meet the requirements for message hygiene and control of the flow of email traffic.
The service components for this have been defined as follows:
       Email Edge Filtering Services
       Email Internal Filtering
       Email Blocked Content Release (and management thereof)
This section outlines the technologies that underpin these service elements and how they will fit the embc
filtering requirements, along with descriptions of the service elements themselves later in the document.

3.2 Filtering Product Components
The filtering solution is based on Mail Marshal Service Provider Edition (SPE) application specifically
configured to manage email content security. Mail Marshal SPE allows the service provider to manage
email content security for customers via a web based interface that provides management capabilities for
SMTP edge servers, rules, messages, reports and audits.
MailMarshal SPE consists of two software components:

3.2.1 MailMarshal SMTP
MailMarshal SMTP is a fast, easy-to-use email content security solution that ensures a safe and productive
working environment by enforcing Acceptable Use Policy and protecting against spam, viruses, and other
undesirable content.

MailMarshal SMTP features a layered security approach to dramatically reduce spam and protect the
network. This approach targets to deliver a greater than 97% spam detection rate with less than 0.001%
false positives. Key elements of the MailMarshal SMTP anti-spam solution include:

       SpamProfiler (an Antispam pre-filter that can reject spam email without unpacking and full
        processing)

       SpamCensor, an advanced anti-spam engine that can filter most spam before it enters your
        network.

       SpamBotCensor, an optimized application of SpamCensor that can block spam generated by
        botnets with even greater efficiency.

       Blended Threats Module, a real-time identification system for threat URLs contained in email.

       Automatic updates for SpamProfiler and SpamCensor responding to the latest trends in Spam.

       Zero Day updates protecting from significant spam and malware events.

       URLCensor, to reject email based on blacklisted URLs embedded in messages.

       TextCensor, to analyse and filter inbound and outbound messages based on language content.


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 Service Description: embc Email Filtering Service
       Image Analyser, utilising image analysis technologies to classify pornographic and offensive
        content.

MailMarshal SMTP scans the content of inbound and outbound email messages, including the headers,
message body, and attachments. MailMarshal detects many conditions, including:

       Attempted message delivery from a blacklisted server
       Presence of a virus (using the Norman and Sophos Anti-Virus products)
       phrases in header, message, or attachment size or type of attachments
       Presence of blacklisted URLs in header, message, or attachment

The product will be configured by Synetrix to respond to messages that violate embc’s Acceptable Use
Policy, by taking actions including:

       Refusing receipt of a message from a remote server
       Quarantining a message for later review by administrators or users
       Deleting a message
       Redirecting a message


3.2.2 MailMarshal Service Provider Edition
MailMarshal SPE is the service provider component allowing for the configuration and deployment of email
filtering to multiple individual customers. The administration model provides two separate web consoles
for the management of the environment:

SPE Admin Console
SPE console enables Synetrix to manage email content security for the entire environment via a single
centralized web interface. In particular the Administration console provides management of the
MailMarshal SMTP servers, rules, messages, reports, audits and customer configuration. embc will have
access to review rules, run reports and release quarantine email for all customers

Customer Web Console
The Customer Web Console enables the management of individual customer accounts. All email domains
defined within MailMarshal are individually associated to a customer. While a customer account can have
numerous email domains, an individual email domain can only be associated to a single customer. The
customer console enables the management of the mail history queues, generation of reports and the
creation of additional rules for each individual customer.



3.3 Email Edge Filtering Services
Edge filtering will provide a filtering service for email sent to or received from email addresses that are not
hosted on mail servers residing within the embc private cloud, and are considered as external email. In this
scenario mail domains that are hosted within the embc private cloud have public MX records that resolve,
via the VIP, to the SMTP edge processing nodes. Email is received and processed at these nodes and is then,
subject to the email content meeting embc scanning criteria, forwarded to the appropriate mail server for
delivery to the intended mailbox user .




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 Service Description: embc Email Filtering Service

3.4 Email Internal Filtering
The embc hosted Exchange servers currently utilise the Synetrix Hub Transport Agent to route internal
emails through the filtering service and back into the Exchange organisation. As internal emails are received
a header re-write is performed on the email, removing the routing domain, leaving the ‘real’ recipient
address. Mail Marshall SPE maintains a list of ‘known’ domains for Exchange, so after being processed, the
email gets sent back to Exchange for delivery to the appropriate recipient in the Exchange organisation.
Emails received from other locally hosted mail systems within the embc cloud will be received, filtered and
where the destination matches the list of known domains, forwarded onto the appropriate mail system
within the embc cloud. This ensures emails are retained within the private cloud unless they are bound for
external delivery.

3.5 Email Filtering Summary Table
The following table summarises the filtering of different flows of emails across the embc infrastructure.
For expediency the email filtering service is referred to by the acronym EFS in the details column below.


    Sender                        Recipient                         Details

    User on the Internet          embc hosted Exchange user         All emails will be passed through
                                                                    EFS by using DNS MX records to
                                                                    deliver all email to the EFS servers.
                                                                    Once scanned, EFS will deliver the
                                                                    email to the Exchange system
                                                                    based on internal configuration.

    User on the Internet          embc user with school email       All emails will be passed through
                                  server                            EFS by using DNS MX records to
                                                                    deliver all email to the EFS servers.
                                                                    Once scanned, EFS will deliver the
                                                                    email to the school’s email server
                                                                    based on internal configuration

    embc hosted Exchange          Embc hosted Exchange user         The Synetrix custom hub transport
    user                                                            agent on the Exchange system will
                                                                    forward all internal emails to the
                                                                    EFS system for scanning
                                                                    (mechanism detailed above). Once
                                                                    scanned EFS will return the email
                                                                    to the Exchange system for
                                                                    delivery.

    embc hosted Exchange          embc user with school email       The Exchange system will be
    user                          server                            configured to send all outbound
                                                                    email via the EFS system. Once
                                                                    scanned, EFS will deliver the email
                                                                    to the school’s email server based
                                                                    on internal configuration.




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Service Description: embc Email Filtering Service

   Sender                        Recipient                         Details

   embc hosted Exchange          User on the Internet              The Exchange system will be
   user                                                            configured to send all outbound
                                                                   email via the EFS system. Once
                                                                   scanned, EFS will deliver the email
                                                                   to the relevant email server on the
                                                                   Internet by performing an MX
                                                                   record lookup on the relevant DNS
                                                                   domain.

   embc user with school         embc hosted Exchange user         School email servers are configured
   email server                                                    to send all outbound email via the
                                                                   EFS system. Once scanned, EFS will
                                                                   deliver the email to the Exchange /
                                                                   Webmail system based on internal
                                                                   configuration.

   embc user with school         embc user on the same school      Where a school has configured
   email server                  email server                      their email system to utilise EFS for
                                                                   the scanning of internal email;
                                                                   Email received by the EFS will be
                                                                   received and scanned. Once
                                                                   scanned it will be delivered back to
                                                                   the school based on the destination
                                                                   email domain.
                                                                   Note – the configuration of the
                                                                   schools email server to utilise EFS
                                                                   for internal scanning is not directly
                                                                   supported by Synetrix, however
                                                                   where external MX records for any
                                                                   such domains resolve back to the
                                                                   EMBC service, MailMarshal will
                                                                   automatically process and return
                                                                   any emails it receives to or from
                                                                   such domains back to the
                                                                   originating mail system
   embc user with school         embc user on a different school   The sending school’s email server
   email server                  email server                      will forward the email to the EFS
                                                                   platform, where the rules for that
                                                                   school will be applied. Once
                                                                   scanned, the email will then be
                                                                   internally transferred within EFS
                                                                   and the rules for the receiving
                                                                   school’s domain will also be
                                                                   applied. The EFS system will then
                                                                   deliver the email to the recipient
                                                                   school.




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 Service Description: embc Email Filtering Service

    Sender                        Recipient                          Details

    embc user with school         User on the Internet               Each school’s email server are
    email server                                                     configured to send all outbound
                                                                     email via the EFS system Once
                                                                     scanned, EFS will deliver the email
                                                                     to the relevant email server on the
                                                                     Internet by performing an MX
                                                                     record lookup on the relevant DNS
                                                                     domain.




3.6 Email Blocked Content Release Functionality
When the email filtering service quarantines an email message as suspicious, MailMarshal SPE provides the
ability for Synetrix and embc to delegate the responsibility for reviewing these messages and taking
appropriate action by assigning:

       Permissions to process the messages in selected quarantine folders, using the MailMarshal SPE
        Customer Web Console is delegated to a Local Authority, school or institution that is responsible
        for managing that email domain.

       Spam Quarantine Management Website (installed with the Customer Web Console server). This
        facility is specifically designed to allow end users to review messages that have been classified as
        spam, but it can be used for other classifications. It also allows each user to refine the spam
        classification by maintaining a personal list of safe senders.

       Processing behaviour when a message is released by a user can be controlled. The administrators
        can choose to pass the message through, or to continue processing rules.

Notification emails have been configured to be sent to recipients or senders for a number of the rules
where email is quarantined. These are detailed in the Notification Messages Matrix document.

Figure 3, below, is an example view of the SPE management console dashboard which Synetrix will use to
manage the service, and to which embc will have limited administrative access.

Figures 4 to 6 are typical views of the customer management dashboard interface through which Local
Authorities, along with those school and institutions that manage their mail filtering, can view global
policies as well as create their own policies and manage the domains associated to their customer account.

All quarantined emails are retained for 28 days within the system. Message handling logs are retained for
100 days.




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Figure 3: SPE Management Console




Figure 4: Customer Console Dashboard




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Figure 5: Local Authority and School Policy Management




Figure 6: Configuring Advanced Policies for Local Authorities and Schools.




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 Service Description: embc Email Filtering Service
3.6.1 Management Scope
Embc have access to the administrative console to enable them to view the configuration for all Local
Authorities and schools as well as having the ability to release email, assist in customer queries and offer
guidance where required.. Access to the console is secured, via HTTPS.
Each individual local authority and self managing school within the Email Filtering service has access to the
Customer Web Console, which displays one or more of their associated e-mail domains. .
 Schools, or individual domains, that require their own specific rules, including mail disclaimers, or require a
greater level of autonomy for managing their email, are configured as separate customers with their
specific emails domains directly linked to that customer account. These e-mail domains and rules are
managed via the Customer Web Console.
Those domains and schools that do not have unique rules or email disclaimers or require individual
delegated management, are associated directly to a customer account assigned to their Local Authority or
embc. These domains and schools inherit the rules that are set for either the Local Authority or embc.


When a Local Authority or school administrator logs in to the Customer Web Console, the user is able to
view all the domains associated to that customer account. Additional access to individual customers’
consoles can be granted to Local Authorities, as required, by creating additional user accounts for those
customers. This can be done either within the SPE console or directly in the customer console where full
administrative rights have been granted.


Individual schools or domains that have been configured as separate customer accounts can request access
to the Customer Web Console by contacting their Service Desk.



3.7 Inter-Data Centre Traffic
The embc Email Filtering Service is coupled with the service management element of the Mail Marshall
deployment provided by an existing Synetrix OPENHIVE cloud service. To facilitate this, a private network
interconnect between the embc network and OPENHIVE has been configured to ensure a secure traffic
path between the two networks. The connection, physically hosted within the Node4 datacentre, caters for
control and reporting traffic. All SMTP traffic, inbound, outbound and internal messages, are handled by
the SMTP processing nodes and hence transported wholly within the embc environment.




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 Service Description: embc Email Filtering Service

4 AVAILABILITY & CAPACITY
4.1 Service Capacity
The capacity of the service has been sized to be equivalent to the email filtering service it has replaced.
The service license for the M86 MailMarshal components provides for 174,860 users.
The capacity of each processing node has been sized to cater for a total of 500,000 (includes inbound and
outbound emails) per day.
The flexible design of the service enables it to be scaled to support a higher throughput of email by adding
additional processing nodes into the VIP cluster.
Any requirement to increase service capacity would be subject to a service review and change control.



4.2 Email Filtering Store & Forward Incident Management Service Level

 Managed Service                         Email Filtering store & forward

                                         Measurement of the time taken to resolve an
 Service Level                           Incident relating to the Email Filtering store &
                                         forward Managed Service

                                         This document replaces the service definition
 Service Definition                      described in Contract Schedule 4, email Filtering and
                                         Store & forward service

                                         Priority 1 incidents: 6 hours KPI
                                         Priority 2 incidents: 8 hours KPI
 Contractuals
                                         Priority 3 incidents: 6 hours KPI
 Service Level Target
                                         Priority 4 incidents: 48 Hours KPI
                                         Priority 5 Incidents: 5 days KPI
                                         24x7 for Priority 1 & 2 incidents
 Service Hours                           Core Hours for Priority 3 incidents
                                         Working Hours for Priority 4 & 5 incidents
 Service Measurement Method              based on incident tickets

 Service Measurement Period              Quarterly

 Service Level Target Failure Action     KPI




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 Service Description: embc Email Filtering Service

4.3 Email Filtering Store & Forward Incident Management Service Credit

Not Applicable



4.4 Email Filtering Store & Forward Availability Service Level

 Managed Service                       Email Filtering store & forward

                                       Calculated Availability of Email Filtering store &
 Service Level
                                       forward Managed Service

                                       This document replaces the service definition
 Service Definition                    described in Contract Schedule 4, email Filtering and
                                       Store & forward service

 Contractual
                                       99.60% KPI
 Service Level Target

 Engineering
                                       99.90%
 Service Level Target

 Service Hours                         24x7

 Service Measurement Method            based on monitoring data

 Service Measurement Period            Quarterly

 Contractual
                                       KPI
 Service Level Target Failure Action




4.5 Email Filtering Store & Forward Availability Service Credit

Not Applicable




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 Service Description: embc Email Filtering Service

5 REPORTING
MailMarshal provides the ability for local authorities and self managing schools to generate reports
within the individual customer consoles to analysis the service within the scope of that customer and
the domain associated to it.
       The reports that are available are:-
            o    Messages by domain
            o    Messages per user
            o    Heaviest users
            o    Top sources of blocked email
Figure 6 (below) lists the reports available in the customer console.


Figure 6: Customer Console Reporting




5.1 Service Reporting
To fulfil the SLA reporting requirements embc to the Local Authorities, Synetrix utilise Microsoft SQL
Reporting Services and Report Builder to generate specific reports from the MailMarshal and SPE
databases. These reports have been written to reflect the SLA reports embc generated from the previous
email filtering environment.
To facilitate SLA reporting, the Local Authorities have been defined as “resellers” within the SPE console. All
individual customers including the Local Authorities and schools that manage their own filtering have been
associated with the appropriate reseller account. SLA reports are generated by Synetrix, on a monthly basis,
against the entire embc user environment and each individual reseller, or Local Authority.




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 Service Description: embc Email Filtering Service
Figure 7: SLA Reporting Example




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 Service Description: embc Email Filtering Service

6 DESIGN SUMMARY
The service consists of 3 servers’ physically located at Node 4 and Glaisdale data centres;
       2 x SMTP processing nodes used to process, filter and route emails (One per DC)
       1 x Array manager, used to store the logging database and deploy the configuration to the
        processing nodes,
1 x Array manager, used to store the logging database and deploy the configuration to the processing
nodes, The two SMTP processing nodes are physically located within embc equipment racks at both Node 4
and Glaisdale Data Centres with IPSEC connectivity to the embc central server infrastructure. The email
filtering service is delivered as an extension to the Synetrix Openhive cloud based service with ownership of
hardware assets and licensing retained by Synetrix. Responsibility for hardware maintenance shall be with
Synetrix.


As detailed in the Technical Design document, please find the servers listed below:
       SMTP Processing nodes: EMBC-TBC-PMN-01 (Node4) and EMBC-GLA-PMN-01 (Glaisdale)
       Array Manager Server: EMBC-TBC-PMD-01 (Node4)


The servers within the Node 4 data centre will use local disk to store their data, with quarantine queues
retained on the processing nodes and logging information within the Array manager databases.
The processing nodes will be fronted by Virtual IP Addresses (VIPs) configured on the Cisco ACE devices in
order to provide load balancing and redundancy in the event of a single server failure.
The specification of the SMTP processing node servers have been sized accordingly to maintain processing
and routing of email in the event of a single processing node failure. This specification is based on analysis
of traffic volume experienced by embc over the past two years.




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 Service Description: embc Email Filtering Service

7 SERVICE MANAGEMENT
7.1 In Scope Changes

Type                              Purpose                              Description
Application patches & bug fixes   To apply appropriate patches to      Application patches and bug fixes
                                  resolve any service affecting        deployed as required.
                                  performance issues.
Application security patching     To keep the MailMarshal              Security updates to the
                                  application updated with latest      MailMarshal application only.
                                  security updates.
Operating system security         To keep the operating system         Security updates to the operating
patching                          updated with latest security         system only.
                                  patches.
Service failures                  Standard service availability        Responses when service fails due
                                  maintenance                          to unforeseen circumstances
                                                                       (hardware failure etc.)
Operating the embc                Quarantine message                   Related to standard business as
Administration User Interface     management, end user and embc        usual requests.
                                  admin accounts and permissions
                                  within the SPE Console.
Domain configuration and          Maintain the existing domains        Add, Modify and Delete Domain
associated rules                  and their associated rules.          Configuration and associated
                                                                       rules.
Customer user accounts            Grant access to schools or           Create and manage customer
                                  individuals domains to the           user accounts as requested.
                                  MailMarshal Customer Console.
Application updates & upgrades    To keep the filtering solution up    Major application upgrades to the
                                  to date by deploying the latest      MailMarshal application only.
                                  major upgrades.



7.2 Out of Scope Changes

Type                              Purpose                              Description
Service Packs (MailMarshal)       To keep the MailMarshal              Service pack and patch roll ups to
                                  application updated with latest      the MailMarshal application only.
                                  service packs and patch roll ups.
Service Packs (OS)                To keep the operating system         Service pack updates to the
                                  updated with latest service packs    operating system.
                                  to introduce new functionality.
Service Improvement               Significant changes to the current   Redesign of customer packages
                                  deployment set                       (rule sets)


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Service Expansion (Locally)       To expand service capacity          Addition of server hardware
                                                                      and/or storage
Operating System Upgrades         Full version upgrades to the base   Changes between versions, e.g.
                                  Windows OS                          Windows 2008




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