Claranet Partner Services Hosting - Networks - Communications Claranet Partner Services Claranet Partner Services Contents

Claranet partner services Hosting - Networks - Communications Claranet partner services Claranet partner services Contents

Index

About Claranet Page 3-5

Our European footprint Our customers Our process Our technical partners and accreditations Our awards

Our partnership programme Page 6

Benefits of being a partner Types of partnership

Hosting services Page 7-12

Managed Application Hosting Managed Hosting Cloud Hosting Colocation Web Acceleration and DoS Protection

Network services Page 13-22

Managed Networks and MPLS Internet Connectivity Business Broadband Ethernet Ethernet High Availability Ethernet First Mile (EFM) Mobile broadband SSL VPN Web Security

Communications services Page 23-28

Email and Collaboration Email Archiving and Continuity Email Security and Encyption Hosted Voice SIP Trunking

Product FAQs Page 29-36

About Claranet

Founded in 1996, Claranet is one of the leading independent Managed Services Providers in Europe. Our unique partnership programme offers a flexible, bespoke set of services that has been delivering value for our partners for over 16 years. Our European footprint

We have over 5,000 customers and an outstanding record for delivering high quality solutions, across a wide range of industries. While Claranet has grown internationally into six European countries, the focus has always been on local service, out of local offices, using local data centres.

Quick facts £150m annual revenues Over 5000 business customers Operations in six European countries Network services leader since 1996 Circa 850 staff in 16 offices 32 data centres Leader in Gartner Magic Quadrant 2013, 2014, 2015 Featured in the Sunday Times HSBC International Track 200

Our customers Claranet partner services About Claranet 4

Our process EVOLVEEVOLVEDESIGNDESIGN EVOLVEEVOLVEDESIGNDESIGN

CUSTOMERCUSTOMER CUSTOMERCUSTOMER Claranet designs, builds, manages and evolves your services inEXPERIENCE partnershipEXPERIENCE with your businessEXPERIENCEEXPERIENCE helping you achieve your desired business outcomes today and in theMANAGE future.MANAGEBUILD WeBUILD combine theMANAGE insightMANAGEBUILD weBUILD gain from our customers with the knowledge of our own subject matter experts to design solutions tailored to your needs. We continually work to improve everything we do.

EVOLVEEVOLVEDESIGNDESIGN EVOLVEEVOLVEDESIGNDESIGN EVOLVEEVOLVEDESIGNDESIGN EVOLVEEVOLVEDESIGNDESIGN

CUSTOMERCUSTOMER CUSTOMERCUSTOMER CUSTOMERCUSTOMER CUSTOMERCUSTOMER EXPERIENCEEXPERIENCE EXPERIENCEEXPERIENCE EXPERIENCEEXPERIENCE EXPERIENCEEXPERIENCE

MANAGEMANAGEBUILD BUILD MANAGEMANAGEBUILD BUILD MANAGEMANAGEBUILDBUILD MANAGEMANAGEBUILDBUILD

Design Build Manage Evolve We take the time to listen and Once your solution has been Your business is managed by Circumstances and EVOLVEEVOLVEDESIGNDESIGN EVOLVEEVOLVEDESIGNDESIGN understand your business along designed, our Service Delivery our Service Operations team objectives change. Our teams CUSTOMERCUSTOMER CUSTOMERCUSTOMER with your EXPERIENCEpersonalEXPERIENCE and IT objectives. teamEXPERIENCE willEXPERIENCE take over, to manage who provide a proactive, ITIL understand your business and By understanding your challenges the implementation and delivery aligned service around the new technologies, and are we canMANAGE workMANAGE withBUILD youBUILD to design MANAGEprocessMANAGEBUILD workingBUILD closely with clock. You receive a single available to work with you a tailored service to meet your your internal teams. We take point-of-contact, providing fast on your strategic planning

needs. By using common service pride in ensuring your solution response and clearly defined and roadmap development. ingredients and proven processes is delivered correctly and ownership. A technical expert We aim to continuously

we speed up deployment times to the agreed schedule. is always on-hand should improve your services. while maintaining quality. any issues arise. “

Claranet understands just how important IT is to our customers’ businesses. We take the trust that our customers place in us very seriously and are completely focused on ensuring that all elements of the services we provide continually reflect this understanding.” Martin Saunders - Technical Director at Claranet UK

Expertise you can trust Solution Design Service Delivery Service Operations Service Management Service Quality Security & Compliance Vendor Management Claranet partner services About Claranet 5

Gartner: Leader in the Magic Quadrant

Claranet is recognised as a leader in Gartner’s Magic Quadrant for Cloud-Enabled Managed Hosting, Europe 2015, based on our completeness of vision and our ability to execute.

Claranet have been recognised for our completeness of vision, along with our ability to execute that vision. Our vision and strategy continues to focus on our customers - on understanding their business needs and goals, and working with them to anticipate future requirements.

Our technical partners and accreditations

Claranet has a reputation for technical innovation and excellence. Our expertise and knowledge is built not only on the skills of our people, but also on the highest industry standards. You can be assured that our practices, processes and competencies meet all the key industry accreditations and that you will receive the highest quality of service for your business requirements.

Our partners Our accreditations

Our awards Claranet partner services Our partnership programme 6

Our partnership programme

Unique amongst our peers, Claranet offer a bespoke partner programme designed specifically around your business and future ambitions. Through our proven partner engagement and on-boarding process, our dedicated team of partner development managers develop an intimate understanding of your business and work with you to develop a joint partner business plan that ensures success.

We work with organisations large and small, from application developers, system and network integrators, to VARs and many other organisations that are looking to enhance their proposition on a collaborative, wholesale or referral basis. Benefits of being a partner

Work with a dedicated UK-based partner development team that has been running for 16 years A tailored programme that meets your unique business requirements Carrier agnostic, we aggregate leading network providers into one seamless service A Gartner-recognised leader in Cloud Enabled Managed Hosting Dedicated and accredited technical support 24x7x365 ISO27001, ISO20000, ISO9001, PCIDSS, and ITIL accredited provider Benefit from our European reach with operations in six countries Choose an internet pioneer with over 19 years’ proven experience Work with a privately owned and financially strong partner

Types of partnership

Collaborative partnership The core focus of our partner team is to work with our collaborative partners, to optimise the IT function of end users’ businesses. Choose the services you need from our extensive portfolio and combine them with your own to ensure your customers get the best possible experience. Our collaborative partners can relax knowing our SLAs guarantee that our infrastructure, process and people are always available when needed. With over 150 dedicated engineers to draw upon and our ITIL and ISO accreditations, Claranet is perfectly placed to enhance the service capabilities of our collaborative partners.

Referral partnership We work with referral partners of varying sizes, across various industries throughout the UK. If you know of an organisation seeking an IT infrastructure solution we want to hear from you. We handle the bid, consultation and implementation processes, and offer attractive benefits for your referral. Our dedicated partner and bid teams handle the sales process ensuring optimal performance when faced with competition: we boast an enviable success record during the bid process.

Wholesale partnership Typically we supply network and hosting services to our wholesale partners. However, we are able to create flexible solutions to accommodate the wholesale transfer of most of our portfolio for you and your customers’ needs. While you deal with the whole customer relationship, including the billing of all services, you can relax knowing our rock-solid SLA ensures availability of Claranet’s infrastructure, processes and people. Claranet partner services Hosting services Hosting services Claranet service overview Managed Application Hosting

Managed Application Hosting Deploy code faster and at lower risk

Claranet extend and support your team from development through to live, guaranteeing the availability of your mission critical web applications. Easily create and test code on the same infrastructure platform that you deploy it on, but with the peace of mind that you are backed by Claranet’s best practice change management controls and automation.

Why choose Claranet for Managed Application Hosting?

Leader in Gartner’s Magic Quadrant for Cloud-Enabled Managed Hosting, Europe 2013, 2014 and 2015 Expert solution architecture included Release faster and at lower risk than your competitors

True collaborative approach CUSTOMER/ DEVELOPER CLARANET MANAGED MANAGED CHANGE/CONTROL/GOVERNANCE We help you optimise operations and free up your time

Managed Application Hosting DEV/TEST STAGING LIVE service overview CODE RELEASE / EVOLUTION CYCLE Expert solution design comes as standard UK support 24x7x365 included OPERATING SYSTEM Best practice change management process HYPERVISOR Underpinned by ITIL v3 based run book Multiple environments: development, staging/UAT/pre-live, live INFRASTRUCTURE Application availability guarantee across the environments Built on Claranet’s leading hosting platforms Release and configuration management utilising latest automation tools including Webistrano, Capistrono, GIT, Puppet Claranet service overview Managed Hosting

Managed Hosting Extend your team and do more, faster

We understand that your customer’s expectations are high and getting higher. The pressure to do more, faster, is intense. Our customers rely on our expertise and experience to design, build, manage and continually evolve the right hosting service matched to their individual needs.

Why choose Claranet for Managed Hosting?

Leader in Gartner’s Magic Quadrant for Cloud-Enabled Managed Hosting, Europe 2013, 2014 and 2015 Expert solution architecture included UK data centres and UK support 24x7x365 CUSTOMER APPLICATION Wide range of hosting services and management options OPERATING SYSTEM

CLARANET DEPLOYED Service you can rely on. VM VM VM VM VM

BACKUP Delivering your applications HYPERVISOR MONITORING INFRASTRUCTURE and data 24x7 LICENSING

Managed Hosting service overview

Expert solution design comes as standard Flexible management options up to and including the OS and beyond Modular approach. We tailor the service that is right for you IBM Tivoli monitoring, alerting and reporting across the solution PCI DSS certified services Extensive shared platforms for scalability and efficiency UK data centres: floor, cooling, power, physical security, ISO 27001 accredited The best hardware: managed servers (virtual or dedicated), storage, backup, firewall, load balancers, switches VMware hypervisor: self-service or fully managed vCentre based solutions Operating system management: installation, configuration, monitoring, troubleshooting, patching for Windows and Linux Network experts: WAN, private network, security, internet access and DoS protection Claranet service overview Cloud Hosting

Cloud Hosting Cloud Hosting with true network integration

Claranet’s Infrastructure-as-a-Service (IaaS) platform provides you with greater freedom and security when configuring your applications in the cloud. MPLS network integration allows you to migrate applications to a Claranet UK data centre, but still integrate those applications with existing services and networking.

Why choose Claranet for Cloud Hosting?

Recognised as a leader by Gartner Wide range of hosting services and management options UK and European data centres Holistic service experience: hosting and networks UK support 24x7x365

UK accountability and ease of migration give you real control

Cloud Hosting service overview

Award-winning self-service IaaS portal experience Flexible “pay for what you use” billing Claranet manage the platform up to the hypervisor PCI DSS certified services Library of virtual machine templates included Single portal view across your services Public cloud, private cloud or hybrid cloud solutions

MPLS WWW

YOUR SITE YOUR NON-MPLS SITE

YOUR REMOTE USER CLARANET VIRTUAL DATA CENTRE Claranet service overview Colocation

Colocation Put your hardware, applications and data in a better place

Whether you are running out of data centre space, want to improve the availability, security and compliance surrounding your data and applications, want to free yourself from a hardware refresh cycle or are looking for cloud migration support, Claranet can help.

Why choose Claranet for Colocation?

Recognised as a leader by Gartner Access an extensive services portfolio Holistic service experience. Hosting and networks Sets a path for low risk transition to cloud services

Opens up a managed services pathway with proven value

Colocation overview WWW Choose from a variety of geographically diverse UK locations 24x7 secure access to your hardware YOUR SITE YOUR USERS Flexible and short-term contracts available Full, half or quarter racks available Flexible power options available NETWORK CONNECTIVITY 99.95% guaranteed availability PCI DSS compliant data centres FIRE SUPPRESSION ISO 27001 security accredited

COOLING Options SECURITY 30 days minimum contract

Free installation on three year contracts SPACE/POWER

CUSTOMER HARDWARE/MACHINES Claranet service overview Web Acceleration and DoS Protection

Web Acceleration and DoS Protection Accelerate and protect your business

Web Acceleration and DoS Protection is a service for businesses who would like to get the most out of their web application. The service enhances the performance, security and availability of an application through the use of a number of Europe-wide delivery nodes and state-of-the-art, intelligent DoS mitigation.

Why choose Claranet for Web Acceleration and DoS Protection?

Improve the customer experience of your web applications Expert advice included UK support 24x7x365 included Flexible options to match your need

Improving your web application availability, security and performance

WEB ACCELERATION LEGITIMATE AND DOS YOUR WEB REQUEST PROTECTION APPLICATION

DOS ATTACK WWW

DOS ATTACK

Web Acceleration and DoS Protection overview

Delivers content faster than if it had originated directly from the web servers, improving user experience Reduces latencies and increases application speed and performance Delivers static and dynamic reusable content if the web servers are down Mitigates denial of service attacks, allowing legitimate traffic through and keeping you on line Delivered from the Claranet core platform and requires no hardware or software installation Geographic distribution with multiple Europe-wide delivery nodes - 99.99% Service Level 24x7x365 UK support with proactive monitoring Configurable specifically to the customer’s web application Claranet partner services Network services Network services Claranet service overview Managed Networks and MPLS

Managed Networks and MPLS Your business in safe hands, now and for the future

We know that the quality of the whole customer experience really matters. Whether that’s to you, your people, your customers or partners, you need to ensure that services are optimised to deliver the right customer experience around the clock, with the security you need. We know you need a Network partner you can trust.

Why choose Claranet for Managed Networks and MPLS?

Expert advice included End-to-end partner. Network, hosting and communications UK support 24x7x365 included You stay protected. Security comes built in Expertise you can rely on

Managed Networks and MPLS service overview

Virtual Private Network across Claranet’s international PSTN IPv6 MPLS backbone YOUR SITE

BROADBAND 24x7x365 UK support with proactive monitoring EFM ETHERNET CLARANET MOBILE BROADBAND MANAGED HOSTED 99.99% availability guaranteed across the MPLS backbone ROUTER VOICE PLATFORM Comprehensive solution design service included

FLEXIBLE CLARANET VOICE Security built in. We continually monitor and protect our network BACKUP CONNECTIVITY INTERCONNECT OPTIONS

CLOUD Options CONNECT

MOBILE MPLS Mix Broadband, Mobile Broadband, EFM and Ethernet circuits BROADBAND VOICE READY Mix care packages across the estate NETWORK Mix availability options across the estate

CLARANET Mix care packages across the estate DATA CENTRE DC Choice of source carrier where applicable Centralised Claranet data centre breakout QoS – six levels of application classification YOUR REMOTE DATA CENTRE SITE/USERS INTERNET BREAKOUT Managed migrations. Extend project management CLARANET ONLINE ONE PORTAL NETWORKS / HOSTING / TELEPHONY WWW Claranet service overview Internet Connectivity

Internet Connectivity Internet services tailored to your needs

Now, more than ever before, the need to accurately match the right Internet Connectivity service to your performance, availability, security and budget requirements is of a critical concern. We help you balance these factors and get the right service for the delivery of your applications and data 24x7.

Why choose Claranet for Internet Connectivity?

Expert advice included End-to-end partner. Network, hosting and communications UK support 24x7x365 included More choice. We’re carrier agnostic

Choice + expertise = superior service optimisation

YOUR SITE CLARANET PROVIDER MANAGED ACCESS EDGE ROUTER SPEED ROUTER YOUR LAN NTE

YOUR SITE

Internet Connectivity service overview

Choose Broadband, Mobile Broadband, EFM and Ethernet technologies We offer a range of back up services from 3G to full Ethernet Separation Availability up to 99.99% Speeds from 2Mbit/s to 10GbE Choice of source carrier where applicable 24x7x365 UK support with proactive monitoring Security built-in. We continually monitor and protect our IPv6 network Claranet service overview Business Broadband

Business Broadband Broadband designed for business, managed by experts

Claranet offer a wide portfolio of Business Broadband services to match your needs. We advise on the optimal broadband service for each location, ensuring you get the service that fits your requirements. Why choose Claranet for Business Broadband?

Expert advice included Flexible options to match your need UK support 24x7x365 included You stay protected. Security comes built into the network

Delivering applications and data to your distributed workforce

Business Broadband service overview YOUR SITE CLARANET Available as internet-facing or as part of your private MPLS network MANAGED ROUTER 24x7x365 UK support with proactive monitoring LOCAL COPPER ADSL, ADSL2+ and FTTC technology. IPv6 LOCAL Up to 80Mbit/s download, 20Mbit/s upload speed CARRIER EXCHANGE ACCESS Unlimited data download GATEWAY Managed router Security built in. We continually monitor and protect our network CARRIER NETWORK Options

Enhanced monitoring

Choice of source carrier where applicable or requested CLARANET MANAGED 3 levels of care packages offering expedited fault resolution process ROUTER Auto speed improvement at busy times with elevated best effort Enhanced upload speed option with Annex M On-site engineer installation Backup: 3G or Broadband Claranet service overview Ethernet

Ethernet Dedicated fibre circuits to connect your locations

Claranet Ethernet services provide private, high-speed, managed circuits to connect your business locations. Offering guaranteed and dedicated bandwidth, backed by expertise, Claranet gives the levels of service needed to deliver your bandwidth intensive applications and data 24x7

Why choose Claranet for Ethernet?

Expert advice included Flexible options to match your need UK support 24x7x365 included You stay protected. Security built into the network

Delivering your bandwidth intensive applications and data

LOCAL CARRIER CARRIER YOUR SITE EXCHANGE PEERING

LOCAL FIBRE 1 CARRIER NETWORK CLARANET MANAGED ROUTERS ACCESS CARRIER GATEWAY PEERING

Ethernet service overview Options

Point-to-point circuits. Connect sites directly Choice of source carrier where applicable or to the Claranet core network Enhanced monitoring Available as internet facing or part of your private MPLS network QoS – six levels of application 24x7x365 UK support with proactive monitoring classification (MPLS only) 99.5% service availability Range of backup options to enhance Dedicated symmetric IPv6 fibre connection availability to 99.9%, 99.95% or 99.99% Guaranteed bandwidth: 2Mbit/s to 10GbE Flexible tiering of bandwidth and regrading Unlimited data download Managed Cisco router. Includes on-site engineer router installation Security built-in. We continually monitor and protect our network Claranet service overview Ethernet High Availability

Ethernet High Availability Delivering your critical applications and data 24x7

Claranet Ethernet High Availability services offer three options to extend the availability of a location’s connectivity. From single fibre backup to end-to-end separate routing you can extend to 99.99% availability for your most critical services.

Why choose Claranet for Ethernet High Availability?

Expert advice included Flexible options to match your need UK support 24x7x365 included Market-leading capability

Availability options matched to your need

LOCAL CARRIER EXCHANGE ACCESS GATEWAY CARRIER LOCAL FIBRE 1 PEERING

CLARANET CARRIER MANAGED ROUTERS NETWORK

YOUR SITE CARRIER LOCAL FIBRE 2 ACCESS PEERING GATEWAY

LOCAL CARRIER EXCHANGE

Ethernet High Availability service overview Options

Available as internet facing or part of your private MPLS network Availability 99.9%, 99.95% or 99.99% 24x7x365 UK support with proactive monitoring Dual site configuration Guaranteed bandwidth: 2Mbit/s to 10GbE Flexible tiering of bandwidth and regrading Unlimited data download Claranet service overview Ethernet First Mile (EFM)

Ethernet First Mile (EFM) Dedicated connectivity offering broadband alterative

Claranet Ethernet First Mile (EFM) services provide a private, high-speed, managed internet circuit to connect your business locations. Offering guaranteed and dedicated bandwidth, backed by expertise, Claranet EFM offers an ethernet-like service at a lower price.

Why choose Claranet for Ethernet First Mile (EFM)?

Expert advice included Flexible options to match your need UK support 24x7x365 included You stay protected. Security built into the network

Delivering your bandwidth intensive applications and data

LOCAL CARRIER YOUR SITE EXCHANGE

LOCAL COPPER PAIRS (BONDED) CARRIER NETWORK CLARANET MANAGED ROUTER ACCESS GATEWAY

Ethernet First Mile service overview Options

Available as internet facing or part of your private MPLS network Choice of source carrier where applicable 24x7x365 UK support with proactive monitoring Enhance monitoring 99.5% service availability (99% option) QoS – Six levels of application Dedicated symmetric IPv6 connection classification (MPLS only) Guaranteed bandwidth: 2Mbit/s to 35Mbit/s Backup: choose EFM, leased line, FTTC or ADSL broadband Flexible tiering of bandwidth and regrading Unlimited data download Managed Cisco router. Includes onsite engineer router installation Security built-in. We continually monitor and protect our network Claranet service overview Mobile Broadband

Mobile Broadband 3G broadband designed for business, managed by experts

Give your people the freedom to work wherever they are while retaining the control you need with business mobile internet. Mobile Broadband from Claranet supports your business continuity needs and disaster recovery plans as part of an integrated network solution.

Why choose Claranet for Mobile Broadband?

Expert advice included Flexible options to match your need UK support 24x7x365 included You stay protected. Security comes built into the network

Mobile broadband integrated in to your private network

YOUR USER

FIREWALL MOBILE INTERCONNECT BROADBAND WWW YOUR SITE CARRIER MPLS

Mobile Broadband service overview Options

Available as internet facing or as part of your private MPLS network SIM only, backup (broadband or FTTC) Available as part of your private MPLS network or primary (beta) Security built-in. Authentication by Claranet and not the 3G network 24x7x365 UK support Up to 21Mbit/s speed (10Mbit/s typical max) Fair usage policy applies Claranet service overview SSL VPN

SSL VPN Secure remote working made easy

Claranet SSL VPN secure access services are powered by technology from leading vendors. With guaranteed SLAs, you can protect your data while your users stay connected to the applications and data they need.

Why choose Claranet for SSL VPN?

Expert advice included Easily scales. Per user licensing UK support 24x7x365 included Real-time view of connected users

Secure anytime access to your corporate applications and data

SSL PLATFORM VPN TUNNEL

WWW LOCAL INTERNET MPLS CONNECTIVITY YOUR REMOTE SITE/USERS

SSL VPN overview Options

Smarter alternative to client-based VPNs Granular control with security compliance scanning Simple integration with your private MPLS network (host check) 24x7x365 UK support with proactive monitoring View real-time log of connected users 99.5% platform availability Radius authentication Personalisation of user login and landing page Two-factor authentication Also available on iPhones, iPads and Android devices Flexibility to create access roles for different user types Claranet service overview Web Security

Web Security Get the peace of mind that you are continually protected

Protect your business against web-borne threats, enabling control, monitoring and enforcement of web acceptable use policies with minimal latency. Powered by Symantec.cloud Skeptic predictive technology, Claranet Web Security services make sure all web content is scanned for malware before reaching your network. Why choose Claranet for Web Security?

UK support 24x7x365 included Supported by industry leading SLAs Flexible options to match your need Consolidate suppliers and save time

Combines anti-virus, URL filtering and anti-spyware security

URL FILTERING

INBOUND/ INBOUND/ YOUR USERS OUTBOUND OUTBOUND FIREWALL Symantec.cloud

YOUR SITES

ANTI-VIRUS ANTI-SPYWARE Web Security service overview

Multi-layered protection using Skeptic predictive technology combined with multiple commercial scanners Web-based management portal Monitoring dashboard Customisable reports URL filtering and web policy enforcement Web anti-virus protection - 100% protection against known viruses Latency - average time for web content scanning is within 100 milliseconds Service availability - 100% uptime Claranet partner services Communication services

Communication services Claranet service overview Email and Collaboration

Email and Collaboration Microsoft messaging, managed by experts

Do you need help moving your Microsoft Exchange services off site? Do you want to improve service levels and user features but remove the headaches, distraction and cost of managing email and collaboration services yourself? By optimising and integrating Microsoft technology and the best security from the cloud, Claranet free you up to focus. Why choose Claranet for Email and Collaboration?

Over 10 years email service experience Managed by experts in UK data centres Recognised as a leader by Gartner Consolidate suppliers and save time

Hosted, supported and billed in the UK

EMAIL Email and Collaboration service overview VOICE Powered by Microsoft Exchange technology IM Includes the latest Outlook clients Easy access from iPhone, Blackberry and Android mobile devices SHAREPOINT HTTP INTRANET Know where your data resides with UK data centres 99.99% service availability guarantee 24x7x365 UK support with proactive monitoring Security built in WWW Options Symantec.cloud On-demand (shared) or dedicated architectures On-demand service includes control panel for simple adds and changes plus SharePoint sites functionality. Option to add instant messaging, screen sharing, presence indicator, video and audio conferencing package. Claranet service overview Email Archiving and Continuity

Email Archiving and Continuity Ensure critical information is always available

Improve the storage, management and discovery of business critical information. Powered by Symantec.cloud technology, Claranet SaaS email archiving services provide unlimited storage and retention. Add continuity services to ensure your business email is always available.

Why choose Claranet for Email Archiving and Continuity?

Over 10 years email service experience Flexible options to match your need UK support 24x7x365 included Consolidate suppliers and save time

Quickly deliver powerful email archiving features to your people

ANTI-VIRUS ANTI-SPAM

YOUR USERS EMAIL FIREWALL SERVER

INBOUND/OUTBOUND Symantec.cloud

FIREWALL

EMAIL ARCHIVING AND CONTINUITY DATA CENTRE

Email Archiving and Continuity service overview Options

Rapid search and retrieval of archived information Personal email archiving Unlimited storage and retention eDiscovery Easy access through a mobile device Email continuity Archive from multiple sources: Exchange, Office 365, Domino Collaborative roles-based eDiscovery workflow Automatic re-routing in the event of an outage followed by full auto restore EU data locations Claranet service overview Email Security and Encryption

Email Security and Encryption Get the peace of mind that you are continually protected

Protect your business from email-borne viruses, malware, spam, phishing, targeted attacks, and bulk email. Powered by Symantec.cloud technology, Claranet anti-virus and anti-spam services filter unwanted messages and protect mailboxes from targeted attacks using the predictive Skeptic engine. Add additional modular services to extend your protection.

Why choose Claranet for Email Security and Encryption?

Flexible options to match your need Supported by industry leading SLAs UK support 24x7x365 included Consolidate suppliers and save time Trust the security experts to keep your business safe

ANTI-VIRUS ANTI-SPAM

YOUR USERS EMAIL FIREWALL SERVER INBOUND/ INBOUND/ OUTBOUND OUTBOUND Symantec.cloud

IMAGE DATA CONTROL PROTECTION

Email Security and Encryption service overview Options

Web-based management portal Email image control Monitoring dashboard Email data protection Customisable reports Email boundary encryption Supports Microsoft Office 365, Google Apps, on premises or hosted Exchange Email policy based encryption Anti-virus effectiveness - 100% protection against known and unknown email viruses Anti-spam effectiveness - 99% spam capture Email delivery - 100% email delivery Latency - average email scanning time within 60 seconds Availability - 100% service uptime Claranet service overview Hosted Voice

Hosted Voice Providing the next generation of telephony communications services

Hosted Voice, Claranet’s hosted VoiP offering provides a complete telephone system, incorporating physical telephone handsets, soft phones and easy integration with smartphones and tablets. With no need to install dedicated hardware our cost-effective, flexible and straightforward IP telephony offering delivers the service you need, whatever your business. Why choose Claranet for Hosted Voice?

Expert advice included Seamless integration with Claranet network services UK support 24x7x365 included Cost-effective options achieving significant savings

Feature-rich and flexible Hosted Voice solutions tailored to you

HOSTED VOICE PLATFORM CLARANET YOUR USERS CONNECTIVITY YOUR SITE INTERCONNECT

PSTN Hosted Voice service overview

Broad range of industry standard IP telephony functionality Additional advanced, next generation communications features Smartphone and tablet integration New features are delivered in real-time and as pay-as-you-go rental options with no upfront costs Simple, intuitive portals for configuration and access to real-time information Realistic Service Level Agreements Fully ISO 27001 accredited Market-leading technology

Broad feature set allows tailoring of the solution specific to your requirements(optional) Claranet service overview SIP Trunking

SIP Trunking Protect your existing investment or refresh your telephony with Claranet

SIP Trunking connects your existing private branch exchange (PBX) to the national public switched telephone network (PSTN) using an IP connection. This provides a more flexible and low cost replacement to ISDN connections into the PBX. Alternatively, if you are looking to refresh your telephone system, see our Hosted Voice services.

Why choose Claranet for SIP Trunking?

Expert advice included Get the most from existing hardware UK support 24x7x365 included Consolidate suppliers and save time and cost

Flexible and low cost replacement for ISDN lines

CLARANET CONNECTIVITY CLARANET YOUR USERS DATA CENTRE

INTERCONNECT

CUSTOMER YOUR SITE MANAGED PBX PSTN

SIP Trunking service overview

Private IP telephony service that doesn’t touch the public internet Geographic and non-geographic numbers Flex the number of channels as your requirements change Foundations of a future-proof communications solution Stability and confidence through market-leading partnership 24x7x365 UK support 99.987% service availability Claranet partner services Product FAQs 29

FAQs : Hosting

Managed Application Hosting

Do you manage applications in-house or via a third party? All managed applications are supported in-house via our Claranet support centres.

Do you follow a methodology for application hosting? Yes. Claranet follows ITIL principles. We will work with you during implementation to develop a runbook for all application hosting. This runbook is a living document and forms the basis of our support. Managed Hosting Do you provide server licencing as standard with the service? Windows server licencing is included on all pre-configured Microsoft images. For RedHat, we have the image included in the library but you must supply your own licences.

Where is my data located? Claranet has Infrastructure as a Service (IaaS) platforms in the UK, France, Germany, Spain and Netherlands. The principle of “always in-country” has been followed, but in circumstances where the customer wishes to take cloud compute or cloud storage resources in different data centres, network traffic and data may be shared.

Where are your support centres? Claranet has two UK-based support teams. They are based in London and Gloucester. We operate on a 24x7 basis. The distance between the two centres exceeds 100 miles, which, in the case of a disaster, ensures that Claranet’s support teams will always be available.

Do you have SLAs? Yes. Claranet offers a range of availability and performance SLAs. All SLAs are dependent upon the solution design and your specific requirements

Cloud Hosting

Do you provide VM Images? Yes. Claranet provides a library of fully configured Microsoft and Linux operating systems and firewall appliances.

Do you provide server licencing as standard with the service? Windows server licencing is included on all pre-configured Microsoft images. For RedHat, the standard service is that we have the image included in the library to use with licences you supply, but licences can be supplied by Claranet if needed. Claranet partner services Product FAQs 30

Where is my data located? Claranet has Infrastructure as a Service (IaaS) platforms in the UK, France, Germany, Spain and Netherlands. The principle of “always in-country” has been followed, but in circumstances where the customer wishes to utilise Cloud Compute or Cloud Storage resources in different Data Centres, network traffic and data may be shared.

Do you have utility billing capabilities? Yes. The minimum contract length is one month. Claranet measures utilisation through a built-in mechanism which captures the current ‘state’ of resources within an enterprise every hour.

Colocation

Where are your data centres? Claranet has five UK data centres that are used for Colocation: Global Switch London East, Telecity Harbour Exchange Square, Telecity Sovereign House, Hoddesdon, and Manchester.

Can anyone else access my rack? No. Claranet only offer dedicated locked racks.

Do you supply remote hands? Yes. Claranet provides 30 minutes of remote hands free of charge with each rack purchased.

Web Acceleration and DoS Protection How do you stop DDoS attacks? Claranet have developed a Europe-wide delivery network and invested in industry leading technology to deal with a wide range of DoS attacks. The platform uses a number of approaches to ensure your customers can still receive service and you stay on-line.

How do you improve web site performance and user experience? Claranet have developed a Europe-wide delivery network and has invested in industry leading technology with tools to improve the performance of websites. The platform uses a number of approaches including caching of static and dynamic content and streamlining of http and https traffic to accelerate website performance.

How can you prevent DDoS attacks? Web Acceleration and DoS Protection from Claranet uses a host of tools to protect a customer’s application from attacks ranging from layer 3 (volumetric) to layer 7 (application) attacks. Our intelligent DoS mitigation system monitors the network for traffic that is synonymous with attacks to prevent them before they can cause an issue, meaning customers can continue delivering content to their end-users completely undisturbed. Claranet partner services Product FAQs 31

FAQs : Networks Managed Networks and MPLS How does MPLS work? Claranet MPLS is a Virtual Private Network (VPN) Service available across Claranet’s international MPLS backbone. This solution provides Customers with a private network with any-to-any connectivity at IP layer 3 including Managed Routers. In addition, Customers can purchase Value Added Services such as Secure Internet Access through a managed Firewall located in one of Claranet’s data centres.

How does QoS (Quality of Service) work? Quality of Service (QoS) is a data traffic classification and prioritisation feature available on most un-contended Claranet access services. It has two main functions; one is to identify and classify the IP data by application; the other is to prioritise certain application classes over others if the connectivity service becomes congested. Claranet offer up to six levels of application classification.

Why is IPv6 important? IPv6 was designed to succeed the existing IP addressing system of IPv4. Every device that connects to the internet requires a unique IP address. Under IPv4 the number of available addresses is running out. IPv6 resolves this issue by using a different addressing method that allows a greater number of addresses. IPv6 is set to become the standard addressing system of the internet, hence its importance. Business Broadband What is Annex M? Annex M is an optional feature of ADSL 2+ which boosts the upload speed by trading off 10 to 15 per cent of the download speed.

What is Elevated Best Effort? Elevated Best Effort improves speed during the busiest times on the network. Elevated traffic is given preferential weighting within the BRAS (Broadband Remote Access Server), which gives a higher IP throughput under congestion during busy times.

How does FTTC work? Similar to ADSL, Fibre-to-the-Cabinet (FTTC) is an asymmetrical next generation access service based on ADSL2 Technology. The service is provided by fibre from the serving exchange to the nearest street cabinet and then by copper cabling between the cabinet and customer premises. By reducing the length of copper cabling required to deliver the service, dramatic increases to both downstream and upstream speeds are achieved compared to the conventional all- copper cabling used by ADSL. In order to receive an FTTC service an active analogue (PSTN) line with BT is required. If a BT PSTN line is not available, Claranet are able to deliver a new BT PSTN line as an additional service. Claranet partner services Product FAQs 32

SSL VPN How does SSL VPN work? The Claranet SSL VPN service allows remote workers to VPN in to your corporate network using either a web URL or network connect client software. Users can be authenticated against your network’s Active Directory for ease of management.

What is host checking? Host checking is a mechanism that performs a set of checks before allowing a user access to the SSL VPN. These checks can be configured by an administrator and include checks such as: MAC address verification or ensuring that valid anti-virus software is installed on the end user machine.

How does two-factor authentication work? Multi-factor authentication is a security method whereby the legitimacy of a login interaction or transaction is verified by more than one form of authentication. Claranet offer two-factor authentication which utilises a knowledge factor (a password) and a possession factor (a token) to verify authentication for users. There are a number of tokens available including hardware tokens, multi-purpose software-based tokens and tokens via SMS.

Is additional hardware required for the SSL VPN service? No additional hardware is required to take advantage of the SSL VPN service. The Claranet SSL VPN service is a multi-tenanted service running on Juniper hardware in our UK datacentres, which are supported and maintained by Claranet. Web Security What is Skeptic technology? Skeptic is a heuristic technology that does not rely on signatures to detect new, emerging or even variations of older malware. Using thousands of rules and dozens of advanced techniques, Skeptic detects new and emerging malware through techniques such as: application reputation, junk code analysis, and ‘link-following’ (which offers protection against positively-identified viral URL links within emails). Skeptic then looks at all the evidence before reaching a conclusion and taking the appropriate actions. Delivered as a cloud-based service, Skeptic is made more powerful and accurate because it continually learns based on the volume of threats it sees and identifies.

Why is Skeptic different? Not all heuristic security is created equal. While many companies claim ‘zero-hour’ protection against new and unknown threats, this often relies on blunt methods such as blocking executable files (which can also stop legitimate mail) or outdated techniques designed to stop mass virus outbreaks. Skeptic on the other hand, has been in continuous development for more than ten years and can draw on the huge base of knowledge accumulated in that time. Further, it is backed by 19 patents granted or pending and a team of 70 anti-malware and anti-spam experts. Because Skeptic learns as it observes traffic, its intelligence is directly related to the traffic volume of the Symantec.cloud infrastructure.

Can I define and enforce granular web usage policies? Yes. You can define and enforce granular web usage policies with fully customisable policy creation for websites, website categories and file types. Rules can be based on users, time of day and internet usage consumption. Claranet partner services Product FAQs 33

Mobile Broadband What devices are supported for SIM only? SIM only is intended for use with tablet devices such as the Apple iPad as well as Windows and Android tablets.

Are there voice plans available as well as data plans? Voice plans are not available as part of our Mobile Broadband service.

Can I use Mobile Broadband abroad? You are not currently able to use Mobile Broadband abroad, however, this will be an option in the future. Ethernet What is flexible tiering of bandwidth? Ethernet services may be tiered to a lower bandwidth which allows for easy upgrades in the future. For example a 100Mb Ethernet access may be installed with 20Mbit/s of bandwidth. This then allows for the bandwidth to be upgraded at a future date without the need to upgrade the access circuit itself.

What separation options are available? There are four separation options available. Ethernet Backup, Separation, Separation Plus and Separation Plus – Dual Site. • Ethernet Backup: cost effective option providing limited separacy backup option • Separation: separately routed where possible, single entry point into building. • Separation Plus: two separately routed fibres end to end • Separation Plus – Dual Site: two separately routed fibres end to end into two building locations

Why is IPv6 important? IPv6 was designed to succeed the existing IP addressing system of IPv4. Every device that connects to the Internet requires a unique IP address. Under IPv4 the number of available addresses is running out. IPv6 resolves this issue by using a different addressing method that allows a greater number of addresses. IPv6 is set to become the standard addressing system of the Internet, hence its importance. Claranet partner services Product FAQs 34

Ethernet High Availability What separation options are available? There are four separation options available. Ethernet Backup, Separation, Separation Plus and Separation Plus – Dual Site: • Ethernet Backup: cost effective option providing limited separacy backup option • Separation: separately routed where possible, single entry point into building • Separation Plus: two separately routed fibre lines end to end • Separation Plus – Dual Site: two separately routed fibre lines end to end into two building locations

Will the circuits remain separate? With the Separation Plus service, the separation of the two lines is monitored for the life of the line to ensure full resiliency. FAQs : Communications Email and Collaboration What tasks can I carry out using the self-service control panel? You can create, modify and delete users for Exchange, IM and SharePoint services. Reset users’ passwords. Configure email forwarding and distribution lists. Create and manage external contacts for inclusion in private address books. Create and configure public folders and resource mailboxes. Manage mailbox permissions. Manage disclaimers. Update address book information. Allocate disc storage to users.

Can the on-demand email service be used by Apple users? Yes. You can access emails on an iPhone, iPad and through Microsoft Outlook for Mac clients.

Is the service completely operated and managed in the UK? Yes. At the heart of Claranet’s email services are highly experienced technical professionals based in the UK, who use their considerable expertise and experience to build, operate and optimise email hosted solutions based on enterprise-grade technology, delivered out of UK data centres. These services are built around a predefined service design blueprint with a standard implementation process and methodology following Microsoft and industry best practice.

Will my directories sync automatically with Office 365? Claranet Email Archiving powered by Symantec.cloud is the only third-party archiving solution with automated directory sync to Office 365, allowing your IT team to manage and provision users and mailboxes in one place.

Can I access the archive away from the office? Yes. Increase workforce productivity with mobile web access to archives from a smartphone or tablet, without downloading an application.

What is the difference between the personal email archiving option and eDiscovery? Personal email archiving is purpose-built for your end users and delivers a highly intuitive experience that makes it quick and easy to locate archived information directly from their email client or any supported Web browser. eDiscovery provides your organisation’s legal team and outside counsel with roles-based access to archived information, helping to expedite the eDiscovery process, and significantly reduce the burden on your IT team. Claranet partner services Product FAQs 35

Email Security and Encryption How does the Email Image Control service work? Claranet’s Email Image Control service powered by Symantec.cloud employs multi-layered filtering technologies and state-of-the-art image signaturing to give you complete control over all images contained in your email communications. Image composition analysis harnesses techniques for facial recognition, body positioning and texture and flesh tone analysis to generate results that are processed by a complex scoring system to block or pass images.

How does the Email Data Protection service work? Your inbound and outbound email is directed via Symantec.cloud, where it is scanned. You set up rules in keeping with your acceptable use policy, via the portal. Email that triggers a rule is subjected to a range of actions including: block/ delete, redirect to administrator, copy to administrator, tag header, tag subject line, log only and compress attachment. Email that does not trigger a rule passes through to its intended recipient.

How does the Email Encryption service work? Boundary encryption allows you to set up encrypted tunnels between you and your pre-determined business partners. The service utilises the transport layer security or TLS protocol to encrypt the whole email connection or pipe between your mail servers and your partners’ or clients’ mail servers. Policy-based encryption allows you to send encrypted emails to anyone based purely on the content of the message. Email Archiving and Continuity Will my directories sync automatically with Office 365? Claranet Email Archiving powered by Symantec.cloud is the only third-party archiving solution with automated directory sync to Office 365, allowing your IT team to manage and provision users and mailboxes in one place.

Can I access the archive away from the office? Yes. Increase workforce productivity with mobile web access to archives from a smartphone or tablet, without downloading an application.

Hosted Voice What if I already have my own PBX? This service will replace your PBX and should be considered if your PBX is approaching end-of-life, or for new sites and users that are not connected to the existing PBX.

Will I need to upgrade my hardware? Depending on the scope of your Hosted Voice roll-out it may be necessary to upgrade your Claranet network connections, which may involve upgrading your routers. It may also be necessary to upgrade your LAN within your sites to carry voice and unified communications traffic. Handsets will be replaced, however we also offer a range of desktop and mobile clients that may remove the need for IP desk phone handsets for many users.

How much will I save? Savings will depend on your existing setup. By removing the need for separate voice connectivity and LAN infrastructure, significant savings can be made. Further savings can be made with free on-net calls between sites and users. Successfully rolling out unified communications capabilities such as desktop sharing and video calling can also lower business travel costs as fewer face-to-face meetings are required.

SIP Trunking Can I keep my existing PBX? Yes, provided it is one that is on our approved pre-tested list. Older PBXs may need an additional piece of equipment (either a SBC or gateway) to connect to the SIP trunking service. It may also be necessary to upgrade your PBX to the most recent firmware version.

What infrastructure do I need in place? A Claranet MPLS connection capable of carrying the voice channels required for your PBX. Additional hardware may be required.

Can I pair this with an existing solution? Yes, it is possible to mix SIP trunking from Claranet with traditional ISDN connectivity for resilience purposes. Claranet partner services Contact us 37