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Microsoft Office 365 for G Cloud Microsoft Office 365 for G Cloud Service Descriptions The names of actual companies and products mentioned herein may be the trademarks of their respective owners. The information contained in this document represents the current view of Microsoft Corporation on the issues discussed as of the date of publication and is subject to change at any time without notice to you. This document is provided “as-is.” Information and views expressed in this document, including URL and other Internet Web site references, may change without notice. You bear the risk of using it. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS DOCUMENT. This document does not provide you with any legal rights to any intellectual property in any Microsoft product. You may copy and use this document for your internal, reference purposes. This document is confidential and proprietary to Microsoft. It is disclosed and can be used only pursuant to a non- disclosure agreement. The descriptions of other companies’ products in this document, if any, are provided only as a convenience to you. Any such references should not be considered an endorsement or support by Microsoft. Microsoft cannot guarantee their accuracy, and the products may change over time. Also, the descriptions are intended as brief highlights to aid understanding, rather than as thorough coverage. For authoritative descriptions of these products, please consult their respective manufacturers. Microsoft may have patents, patent applications, trademarks, copyrights, or other intellectual property rights covering subject matter in this document. Except as expressly provided in any written license agreement from Microsoft, the furnishing of this document does not give you any license to these patents, trademarks, copyrights, or other intellectual property. All trademarks are the property of their respective companies. ©2011 Microsoft Corporation. All rights reserved. Microsoft, Access, Active Directory, Backstage, Excel, InfoPath, Internet Explorer, Lync, OneNote, Outlook, PowerPoint, PowerShell, SharePoint, Silverlight, Windows Live, Windows Mobile, Windows Server, Windows Vista, and Windows are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. The names of actual companies and products mentioned herein may be the trademarks of their respective owners. Microsoft Office 365 G Cloud Response Contents Contents .............................................................................................................................................................. 2 1. Introduction ................................................................................................................................................ 4 2. Service Definition ....................................................................................................................................... 5 2.1 An overview of the G-Cloud Service ................................................................................................................................ 5 Office 365 - Exchange Online.................................................................................................................................................. 5 Office 365 - SharePoint Online ............................................................................................................................................... 5 Office 365 - Lync Online .......................................................................................................................................................... 5 Office 365 – Office Web Apps.................................................................................................................................................. 6 3. Microsoft Office 365 Service Management ............................................................................................ 7 3.1 Ensuring Data Availability ..................................................................................................................................................... 7 Data Storage and Redundancy ............................................................................................................................................... 7 Data Monitoring and Maintenance ....................................................................................................................................... 7 Service Health Dashboard ........................................................................................................................................................ 8 3.2 Information assurance ........................................................................................................................................................... 9 3.3 Backup/restore and Disaster Recovery ........................................................................................................................... 9 Exchange: ........................................................................................................................................................................................ 9 SharePoint ...................................................................................................................................................................................... 9 Lync Online ................................................................................................................................................................................. 10 3.4 On-boarding and Off-boarding - Provisioning ........................................................................................................ 11 Data extraction/removal: ....................................................................................................................................................... 11 Data standards in use within the service. ........................................................................................................................ 11 Extraction and Return of Customer Data ......................................................................................................................... 12 The Office 365 Privacy Statement:...................................................................................................................................... 12 Data storage and processing locations ............................................................................................................................. 12 Microsoft Trust Centre ............................................................................................................................................................. 13 3.5 Data Centre Tier .................................................................................................................................................................... 14 3.6 Pricing ....................................................................................................................................................................................... 15 3.7 Purchase Options – detailed overview ......................................................................................................................... 16 Exchange Online ....................................................................................................................................................................... 16 SharePoint Online ..................................................................................................................................................................... 17 Office Web Apps ........................................................................................................................................................................ 17 Lync Online ................................................................................................................................................................................. 18 Office 365 – Suites .................................................................................................................................................................... 19 4. Microsoft Office 365 Support .................................................................................................................20 4.1 Roadmap & Service maintenance .................................................................................................................................. 20 4.2 Service Levels (e.g. performance, availability, support hours, severity definitions etc.) ........................... 21 Availability SLA .......................................................................................................................................................................... 21 Financial recompense model ................................................................................................................................................ 21 4.3 Severity Definitions for Support Services .................................................................................................................... 22 Microsoft Corporation Commercial in Confidence Page 2 Microsoft Office 365 G Cloud Response Incident Classification ............................................................................................................................................................. 22 Catastrophic Outage Response ...........................................................................................................................................
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