Docstoc

What is Hosted Exchange

Document Sample
What is Hosted Exchange Powered By Docstoc
					           TELUS Business Email Service (Mobile Hosted Exchange) FAQ

General Information
1. What is TELUS Business Email Service (Mobile Hosted Exchange)?
2. I currently use Outlook with a POP3/IMAP4 account (from Yahoo, Google, Microsoft, etc.). Why would I want
    to use your Business Email Service?
3. Why would I outsource my business email?
4. What are the pros and cons of an in-house server implementation (MS Exchange / BlackBerry Enterprise
    Server) vs. TELUS Business Email Service?
5. How can I be sure my e-mail is secure?
6. Does TELUS Business Email Service include Outlook software?
7. What type of virus protection is included in the service?
8. How much does TELUS Business Email Service cost?
9. My current solution is free or less expensive. Why spend more just for e-mail?
10. What makes TELUS Business Email Service different from other provider offerings?
11. Is there a limit to how many subscribers can be signed onto TELUS Business Email Service?
12. What do I have to do once I‟ve ordered TELUS Business Email Service?
13. When I sign on to TELUS Business Email Service, does my entire company have to subscribe to TELUS
    Business Email Service?


Email & Storage Questions
14.   What is my mailbox storage limit?
15.   Will I stop receiving e-mail if I go over my storage limit?
16.   Are personal Archives stored offline counted as part of the storage limit?
17.   Are there any limitation/restrictions on the file size transfer (email size)?
18.   Do I need a registered Domain Name to subscribe to TELUS Business Email Service?
19.   Does my website or Domain Name have to be hosted by TELUS?
20.   Can TELUS Business Email Service be integrated into existing company databases and applications? Can I
      integrate my in-house BlackBerry Exchange Server?
21.   What if I can't access my computer when I'm traveling? How do I stay in touch?
22.   Is there an interface to see what got caught in the spam filter provided with TELUS Business Email Service?
23.   Does TELUS handle the migration of all of my current emails to TELUS Business Email Service?
24.   If I set up an email address, can I automatically get it forwarded to more than one person?
25.   Can I delegate more than one person to access a mailbox?
26.   How are my emails stored? What backup is offered?


Support Questions
27. I'm worried about customer service and timely follow-up. What happens if something goes wrong? My
    business can't survive without email!
28. How do I make changes to my distribution lists and email addresses?
29. How do I add or subtract users/subscribers?


Device Questions
30. Can I use my Rogers/Bell/Shaw/Videotron Window Phone with TELUS Business Email Service?
31. Can I use my Rogers/Bell/Shaw/Videotron BlackBerry with TELUS Business Email Service?
32. Can a customer have both a BlackBerry Internet Service plan (for personal email) and the TELUS Business
    Email Service Professional for BlackBerry plan active on the same device?
33. Can I configure both ActiveSync and BlackBerry Enterprise Server (BES) device support for a single account?
34. As a TELUS Business Email Service subscriber, If I change my smartphone, do I need to call into the CSA
    Team to activate email on the device?
35. What operating systems and software do TELUS Business Email Service clients need?


General Information
1. What is TELUS Business Email Service (Mobile Hosted Exchange)?
   TELUS Business Email Service is an email-based communication solution powered by Microsoft Outlook that
   delivers the following advantages to your organization:
            Shared email, calendar and contact information – available when you need it, secure and
            synchronized to all of your mobile devices, pc and the Web with 24/7 support -- all with no upfront
            costs or IT infrastructure investment
            Email access from almost anywhere from a wide variety of devices and from any location with internet
            access
            Peace of mind knowing you have an expert managing and securing your email system

2. I currently use Outlook software on my pc with a POP3/IMAP4 account (from Yahoo, Google and
   Microsoft). Why would I want to use TELUS Business Email Service?
   Outlook offers mail, calendar, contacts and tasks for a single user. When you add the full functionality of
   TELUS Business Email Service, you now have the option to access to the same features for your group,
   including meeting scheduling and access to one another‟s calendar availability. You also have access to
   public folders, which can be shared between group members. These folders can contain email messages,
   files, contacts, calendars, tasks, and memos.

3. Why would I outsource my business email?
   Unfortunately, for many companies the cost of running Microsoft Exchange and BlackBerry Enterprise
   Servers (BES) „in-house‟ is simply too much. Upfront costs can exceed $10,000, plus staff time to maintain
   the servers. This is why outsourcing makes sense for many businesses. Business Email Service means that
   TELUS runs the technology and charges businesses a nominal subscription fee for access to the service..
   Business email outsourcing allows businesses to enjoy the same enterprise-strength IT that Fortune 500
   companies have, but at a price they can afford.

    Enjoy the following benefits:
            Save Money: save thousands of dollars by not having to purchase server hardware, licenses for
            Microsoft Exchange Server 2007, backup software, backup tapes, antivirus software, and an expert to
            setup and maintain it on an ongoing basis
            Upgrades: You no longer have to worry about keep up with the latest version of Exchange, antivirus
            and anti-spam software; we automatically update the software on the servers
            Protect against viruses and spam: e-mail is the #1 method that viruses use to spread. We perform
            automatic virus checking of all inbound and outbound e-mails and their attachments. In addition we
            provide advanced Cisco corporate anti-spam to protect your business.
4. What are the pros and cons of an in-house server implementation? What are the pros and cons of an
   in-house server implementation (Microsoft Exchange / Blackberry Enterprise Server) vs. TELUS
   Business Email Service?
   TELUS Business Email Service provides benefits that up to a just few years ago were reserved for large
   corporations:


                             In-house Server Implementation                  TELUS Business Email Service

Upfront Investment     Large upfront investment, often thousands      Zero Upfront Costs. No need to purchase
                       of dollars, for hardware, software licenses,   server hardware or software; no need for
                       IT resources and more. Unpredictable           added IT personnel. Ongoing fees are low,
                       maintenance expenses.                          predictable and easy to budget.

IT Resources           Requires dedicated IT resources.               No dedicated IT resources required. User
                       Managing a typical email system for a 100      maintenance can be performed by a non-
                       person company takes 85% of a senior           technical person. All system management is
                       technician's time.                             performed by TELUS.

Deployment             Average 30 days to deploy an in-house          Get started in 24-48 hours
                       messaging and collaboration solution with
                       dedicated staff.

Reliability and        Lack of redundancy and bandwidth, poor         Backed by TELUS and hosted in TELUS‟
Maintenance            administration, delay in upgrades - any of     national Internet Data Centres. Updates
                       these can cause security and performance       performed in timely manner by trained
                       issues. Server crashing and email              experts. English and French technical
                       interruptions cause business delays and        support is provided across North America.
                       loss of productivity.

Security,              Constant vigilance required to combat          Industry gold-standard Cisco anti-spam and
Maintenance and        viruses and SPAM. Delay in upgrades.           Microsoft anti-virus is included and
Upgrades               Costly, complex security solutions.            automatically updated.

5. How can I be sure my e-mail is secure?
   Since TELUS Business Email Service is a web based service, there are three security considerations:
   TELUS‟ servers, the client‟s infrastructure, and the communication between the two. TELUS‟s servers are
   behind firewalls and are further protected by the TELUS Internet Data Centre's intrusion detection
   mechanisms. The security provisions on a client‟s internal network are outside the scope of the standard
   offering, and any consultation on this matter should be addressed separately by an IT professional. TELUS‟
   Business Email Service services require that some outbound ports be open; which ports depends upon which
   e-mail access type is required. All communication between these two infrastructures is performed by
   encrypted and authenticated protocols (128-bit SSL for Web-related access; Encrypted RPC for MAPI). If
   desired, a direct VPN link can be established between the customer's network and the service, but that is not
   part of the standard offering and would be quoted separately.

6. Does TELUS Business Email Service include Outlook software?
   Outlook Web Access is included. Most North American businesses already have Outlook software on their
   office pcs or laptops. As Outlook 2007 is widely available at retail outlets or directly from Microsoft, TELUS
   has chosen not to offer this software.

7. What type of virus protection is included in the service?
   Microsoft Forefront Anti-Virus is included as part of the Business Email Service subscription. Messages are
   scanned before they are available for reading. Outbound messages are scanned before they are sent.
   Administrators have the ability to run ad hoc scans of the database at a later date, should the need arise.
    Data stores backup several times daily.

8. How much does TELUS Business Email Service cost?
   TELUS Business Email Service is available with 4 service levels to best suit your business.
         Basic ($2.50/month): for entry-level or temporary staff with no need to collaborate with others. The
         Basic plan offers web-based Outlook Web Access with email synchronization only
         Enhanced ($8/month): Desktop-only users can enjoy a richer collaborative mail functionality
         including calendar sharing and global address book
         Professional ($14/month): For mobility enabled users who wish to enjoy full email functionality
         synchronized to their TELUS Windows Phone, iPhone or other Activesync device.
         Professional for BlackBerry ($24/month): For mobility users who wish to enjoy full email
         functionality synchronized to their TELUS BlackBerry. Also includes a TELUS-hosted BlackBerry
         Exchange Server for additional control and security.

9. My current solution is free or less expensive. Why spend more just for e-mail?
   TELUS Business Email Service is a better way to share email, calendar and contact information and get the
   most from your TELUS Smartphone. Your employees can have "Anywhere Access" to email. Customers can
   benefit from greater information sharing and collaboration. And your business is always online so you can
   increase connectivity, without increasing your IT staff.

10. What makes TELUS Business Email Service different from other provider offerings?
    TELUS offers unparalleled dedicated support providing comprehensive set-up and support for the service.
    They will walk you through the entire set-up process and are available 24/7 for direct technical support
    inquiries. Smartphone device and network support are also available with just a touch of a button. Unlike
    other carrier solutions, you will never be transferred outside the company for support. TELUS provides
    Business Email Service at no upfront cost to the user.

11. Is there a limit to how many subscribers can be signed onto TELUS Business Email Service?
    No, there is no limit to the number of subscribers that can be signed on.

12. What do I have to do once I’ve ordered TELUS Business Email Service?
          Ensure that you have provided all desired email addresses, established a Global Address List and
          created any desired distribution lists on the setup form provided to you
          Call your Domain Name Service (DNS) (usually where you registered your domain name) to “repoint
          MX records” to redirect incoming emails to TELUS servers. This is a simple call, and a script of what
          to say is provided to you by TELUS. This change may take 24 hours
          Carry out all of your company‟s device and computer synchronization using provided instructions and
          help from your assigned TELUS Communication Services Assistant

13. When I sign on to TELUS Business Email Service, does my entire company have to be subscribed to
    TELUS Business Email Service?
    Yes. Since TELUS will be managing the company's e-mail, the entire company must be moved over to the
    service. Anyone using the same email domain (e.g. jon@mycompany.com) must be hosted together. One of
    the benefits of TELUS Business Email Service is that you can choose the level of functionality that you want
    to provide each user, and pay accordingly. Even at the Basic level, TELUS Business Email Service provides
    excellent anti-spam and anti-virus protection – a great value.


Email & Storage Questions
14. What is my Mailbox storage limit?
    TELUS Business Email Service Basic and Enhanced subscribers will receive 2 GB of space, and Professional
    subscribers will receive 5 GB of space. Mailbox storage space is allocated per individual. Mailbox storage
    space across an organization is not pooled. Subscribers can access an extra 1 GB of memory space for
    an additional $10 per month.
15. Will I stop receiving e-mail if I go over my storage limit?
    Yes. You will be warned when you reach 90% of your limit but will continue to send and receive until your
    limit is reached.

16. Are personal Archives stored offline counted as part of the storage limit?
    No, these are not counted toward the storage limit. However any folders that are stored online within the
    mailbox will be counted toward the 2-5 GB limit.

17. Are there any limitation/restrictions on the file size transfer (email size)?
    Messages are limited to 10 MB to ensure quality of service.

18. Do I need a registered Domain Name to subscribe to TELUS Business Email Service?
    Yes. If you do not have one, TELUS can provide a temporary domain, or register one for you for a small fee
    at www.telushosting.com.

19. Does my website or Domain Name have to be hosted by TELUS?
    No, you may maintain your current Doman Name Service (DNS) provider. However, you will have to call your
    DNS provider with specific instructions to redirect your email to TELUS‟ servers.

20. Can TELUS Business Email Service be integrated into existing company databases and applications?
    Can I integrate my in-house BlackBerry Exchange Server?
    No, TELUS Business Email Service is a stand-alone product and cannot be integrated into other company
    applications. A BlackBerry Enterprise Server (BES) must be integrated to an Exchange 2007 server inside
    the company firewall. However, TELUS provides BlackBerry users with access to a hosted BES included in
    the Professional for BlackBerry Plan.

21. What if I can't access my computer when I'm travelling? How do I stay in touch?
    TELUS smartphones can connect conveniently to TELUS Business Email Service email from almost
    anywhere, so even if you're without your laptop, you're still connected. Through Outlook Web Access, you
    can also connect to your business email, calendar and contacts from any internet-connected computer.

22. Is there an interface to see what got caught in the spam filter provided with TELUS Business Email
    Service?
    There is a Junk Email Filter in each user‟s inbox that can be used to check incoming spam.

23. Does TELUS handle the migration of all of my current emails to TELUS Business Email Service?
    No, TELUS will not handle migrations of existing email, but you can accomplish this by saving Outlook archive
    files onto your hard drives, then re-importing these files once the transfer is complete.

24. If I set up an email address, can I automatically get it forwarded to more than one person?
    TELUS Business Email Service offers a number of advanced forwarding options. You can create unlimited
    email addresses (aliases) that forward to one mailbox. From one mailbox you can also automatically forward
    to one other mailbox. To forward from one mailbox to more than one email address (e.g. a group), you will
    need to create a distribution list.

25. Can I delegate more than one person to access a mailbox?
    Yes, multiple people can be set up to access one mailbox.

26. How are my emails stored? What backup is offered?
    Each account has a set amount of storage available (2-5 GB). If the email in question is deleted, it can be
    recovered within 14 days for Basic and Enhanced users and 30 days for Professional users only (computer
    must be configured to IMAP and MAPI protocols). After this time period has elapsed, the deleted content
    cannot be recovered. Users can “archive” or store additional content in archive folders resident on their local
    computers via an Outlook “.pst” file.
    As long as the information is stored on the server, there is an ongoing backup process allowing for recovery
    of the content in case of a disaster/failure. TELUS does not provide individual mailbox restores to recover
    items deleted in error and that our backups are for catastrophic recovery only.


Support Questions
27. I'm worried about customer service and timely follow-up. What happens if something goes wrong?
    My business can't survive without email!
    Your organization will benefit from direct 24/7 business service support and an email system managed by
    trained specialists who are responsible for protecting your application and data. For technical support, call
    the TELUS Communication Services Assistant (CSA) team directly at 1-866-415-8103.

28. How do I make changes to my distribution lists and email addresses?
    Call the TELUS CSA team directly at 1-866-415-8103. Changes generally occur within 24 hours.

29. How do I add or subtract users/subscribers?
    Call TELUS Mobility Care at 1-866-558-2273 for any billing-impacting changes like adding or subtracting
    users to your account. Additions / deletions generally occur within 24 hours.


Device Questions
30. Can I use my Rogers/Bell/Shaw/Videotron Window Phone with TELUS Business Email Service?
    Yes, a TELUS Business Email Service Professional plan is synchronizable to a non-TELUS Windows Phone
    Device.

31. Can I use my Rogers/Bell/Shaw/Videotron BlackBerry with TELUS Business Email Service?
    No, because TELUS is hosting a BlackBerry Enterprise Server to service this device, subscribers must have a
    TELUS BlackBerry Business Data Plan.

32. Can a client have both a BlackBerry Internet Service (BIS) plan (for personal email) and the TELUS
    Business Email Service Professional for BlackBerry plan active on the same device?
    The Professional Plan for BlackBerry devices requires use of a Blackberry Enterprise Server (BES) data plan,
    just as if you were operating your own in-house BES. However, several email inboxes can be created on the
    device for business or personal email.

33. Can I configure both ActiveSync and BlackBerry Enterprise Server (BES) device support for a single
    account? For example, Joe.smith@telus.com has an iPhone and a BlackBerry. If we set up a
    BlackBerry account on the BES, can we also setup ActiveSync for the iPhone on the Exchange
    server?
    Yes, you can access email with two different devices on the same TELUS Business Email Service account.

34. As a TELUS Business Email Service subscriber, if I change my smartphone, do I need to call into the
    CSA Team to activate email on the device?
    Yes, a new Activation Password will be required. You can call the CSA Team directly at 1-866-415-8103.

35. What operating systems and software do TELUS Business Email Service clients need?
    Outlook 2003 + Windows XP with Service Pack 1 is the minimum recommended software and operating
    system.

				
DOCUMENT INFO