E E- -M Ma ai il l, , C Co ol ll la ab bo or ra at ti io on n a an nd d P Pr ro od du uc ct ti iv vi it ty y T To oo ol ls s s so ol lu ut ti io on n

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Dec 10, 2013 (3 years and 8 months ago)

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UK G Cloud III (Service Definition Document)

IBM SmartCloud for Social Business

IBM SmartCloud Engage Advanced

IBM SmartCloud Engage Standard

IBM SmartCloud Notes

IBM SmartCloud iNotes





February 1
st

2013




























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Index

1Introduction

................................
................................
................................
............

3

2Confidentiality

................................
................................
................................
........

3

3Executive Summary

................................
................................
...............................

4

4Solution Conditions

................................
................................
...............................

6

4.1Service Scope

................................
................................
................................
.....
7

4.2E
-
mail Services

................................
................................
................................
...
7

4.3E
-
mail Filtering

................................
................................
................................
..

13

4.4Support Services

................................
................................
..............................

14

4.5Collaboration Tools

................................
................................
..........................

19

4.6Productivity Tools Services

................................
................................
.............

27

5Appendices

................................
................................
................................
...........

32

5.1Appendix A

................................
................................
................................
........

33

5.1Appendix B

................................
................................
................................
........

50

5.3Appendix C

................................
................................
................................
........

53


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1

I
NTRODUCTION

Please note that the solution and any price information or indication in this document is, as requested,
indicative and is intended to be for general guidance only. It is bas
ed on the limited requirements information
we have received, our experience of performing projects and services of a similar type, scale and complexity
for other customers, and the key assumptions listed in this document. The figures in this document are
e
xclusive of applicable taxes and expenses and do not represent an estimate of the likely cost or of a price to
which we could commit contractually.

At your request, we will be pleased to work with you to develop and submit a proposal based on your defined
detailed requirements.

We hope that, in the meantime, you will find the following information useful, and that you will not hesitate to
contact us if you have any questions.


2

C
ONFIDENTIALITY

This document is confidential to you and to IBM and is provided s
ubject to the confidentiality provisions of the
existing relevant agreement between us, if any, and on the condition that it may not be disclosed, in whole or
in part, to any party other than those of your employees and professional advisors who need to se
e it in order
to evaluate the proposal (provided that such employees and advisers agree to treat the proposal as
confidential) and that it may not be used for any other purpose.


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3

E
XECUTIVE
S
UMMARY

IBM have provided managed, hosted and SaaS Email and Collabo
ration services to corporations and
governments of all sizes globally for many years, and are very well versed in dealing with implementations of
all sizes, with a respected client list and reputation to match.

Together, we form an enviable partnership to
bring our customers exactly what you need, not just today, but
long term.

IBM have constructed its cloud service to be more than just an SLA, and instead to be a fully integrated piece
of your business


providing the flexibility across its class of servic
e infrastructure to be able to match the
users requirements of our customers


enabling much better control of cost and functionality. One size does
not always fit all, and IBM pride itself in being the only major enterprise focussed business to have con
structed
a truly flexible enterprise SaaS model.

This ‘class of service’ approach extends beyond email into IBM’s broader range of “Software as a Service”
capabilities under the IBM SmartCloud for Social Business brand, delivering messaging and collaborati
on
capabilities for every level of employee, again related to what they actually need.

Furthermore, the flexibility of deployment is key. IBM do not require that everything is on premise, or that
everything is in the cloud as they have constructed their i
nfrastructure to support a hybrid approach between
cloud and on premise, providing maximum flexibility in the deployment of the solution.

This combination of breadth of Service, delivery model, integration capabilities and cost control gives
customers he a
ssurance that they are using the most flexible and cost effective solution, whilst still meeting the
needs of their users.

IBM can help make your business smarter by delivering IT
-
enabled business services via cloud computing.
IBM provides a breadth of clo
ud workload solutions for your IT infrastructure including analytics, collaboration,
development and test, desktop and devices, infrastructure, storage and business services. You buy what you
need, when you need it, one workload at a time. And it supports
alternative management models, with a full
spectrum of technology and capabilities whether you choose to build clouds behind your firewall, access
resources via the IBM cloud or integrate a hybrid of the two models.

IBM has tremendous depth of experience a
nd knowledge gained from many years of providing enterprises
with corporate grade messaging and collaboration solutions.

IBM have taken our known
-
to
-
be reliable and strong enterprise solutions and adapted them to the cloud,
running in IBM datacentres, mana
ged by IBM staff, governed by IBM policy.

This stable base allows our customers to deliver a standardised service across the businesses as required,
with flexibility within that offering dependent on user segmentation and business alignment.

Social busine
ss transformation is all about breaking down traditional barriers to enable rapid mass
collaboration and communication and therefore flexibility and simplicity are at the heart of our proposition.



A complete suite of email, calendar and social tools for al
l users



Full mobile access for the principal models of device and operating systems



Guest are welcome: Collaborate with guest outside the firewall at no additional charge



Complete cloud experience for final user from a simple browser



Full mobile access ind
ependent of device and operating system



World Class Social Business Engagement Platform in the Cloud



Subscription based pricing



IBM project in the Cloud will be the least disruptive, with no impact on end users interface, use of
service.


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The easiest and f
astest migration solution (methodology and tools) for existing Microsoft Exchange,
IBM Lotus Domino and IMAP based platforms



The collaboration functionalities besides email and the integration with existing applications are key
differentiators for IBM Smar
tCloud Solution.



IBM can easily address Change Management: plan to evangelise end users and to train them on
new functionalities.



Assured security of your data being in an IBM data
-
centre, managed by IBM staff and maintained
within the benchmark environmen
t in the world today.



Guaranteed SLA of 99.9%



IBM Solution includes own Anti
-
Virus and Anti
-
Spam functions.



All on premise costs (both tangible and non
-
tangible) moved to a simple cost per user model in the
cloud.



Most elastic cloud environment in the mark
et for easy growth as the business grows, including Hybrid
Models.



No hassle of managing, maintaining, supporting or upgrading any infrastructure



No risk of change


user familiarity is maintained and user experience is enriched.



Entitlement continues for
latest Notes client as released



IBM Cloud Universe: Easy to adopt other Social Cloud solutions from IBM and begin the journey of
building a converged cloud strategy.

However software tools alone will not deliver the desired business transformation and we a
re uniquely placed
to support you through a small team of highly experienced cultural transformation and adoption specialists. In
our extensive experience, this business transformation support is a critical success factor.

IBM continues to build on our mo
mentum as a leader in the cloud space. Our most recent recognition comes
from Forrester Research, Inc. IBM was among a select group of companies that Forrester Research, Inc.
invited to participate in the August, 2012 report: “The Forrester Wave™: Cloud St
rategies of Online
Collaboration Software Vendors, 3Q 2012”. In this evaluation, IBM SmartCloud for Social Business was cited
as a leader in the market.



IDC recently ranked IBM number 1 for the fourth year running as the market leader in social sof
t-
ware.



We have the largest public cloud deployment in the world at Panasonic



Only IBM can combine our technology with the cultural transformation services

IBM is pleased to partner with you, and we look forward to our continuing relationship!





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4

S
OLUTION
C
ONDITIO
NS


The following Appendixes are included as an integrant part of this Proposal:



Appendix A: IBM SmartCloud for Social Business
-

Service Description



Appendix B: IBM SmartCloud for Social Business
-

Service Level Agreement



Appendix C: IBM SmartCloud for So
cial Business
-

IBM SaaS Terms of Use



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4.1

S
ERVICE
S
COPE

This proposal includes the following:



E
-
mail Services



E
-
mail Filtering



Support services



Collaboration Sites



Productivity Tools Services


4.2

E
-
MAIL
S
ERVICES

IBM SmartCloud Notes is a full
-
featured, e
-
mail se
rvice designed for business and delivered by IBM. Users are
able to access the service directly over the Internet in a number of ways: the IBM Lotus Notes client, the IBM
SmartCloud Notes web browser, or both.

And IBM SmartCloud Notes is available on the
go
-

with extensive mobile options. By working with an IBM
-
deployed technology, your business can feel confident that your security and ease
-
of
-
use are top of mind. Our
team of experts infrastructure can help improve the efficiency of your messaging enviro
nment while controlling
costs.

IBM SmartCloud Notes includes offering types designed to support your knowledge users and users you only
have a light touch email requirement, but still require full functionality.



IBM SmartCloud Notes



IBM SmartCloud Notes En
try

IBM SmartCloud Notes offers a rich set of benefits



A robust and productive user experience with a single point of access to email, calendars, contacts,
activities, instant messaging, feeds, office documents, collaboration tools and business application
s



Users manage their ever
-
growing in
-
boxes effectively, with full
-
text search, delegation, mail filtering
and sorting, conversation views and flags



Users can instantly locate and connect with resources through presence awareness, business cards
and instant

messaging incorporated in context within the inbox and calendar



End to end hygiene services, which minimises any risks relating to computer viruses through robust
built
-
in security features



Advanced composite application technology allows users to integra
te and present line
-
of
-
business
solutions and data from multiple systems into a single view in IBM SmartCloud



Users are productive even when disconnected from the network with advanced replication technol
o-
gy.

IBM SmartCloud Notes has built
-
in capabilities
designed to help users focus on high priority work, locate info
r-
mation with ease, share information efficiently and collaborate in real
-
time to help make faster decisions. Ma
n-
age your ever
-
growing inbox more effectively with full
-
text search, delegation, m
ail filtering and sorting, conve
r-
sation views, and follow
-
up flags.

Features Include:



Single point of access to e
-
mail, calendars, contacts, instant messaging, RSS feeds, documents, co
l-
laboration tools and business applications



25GB Mail File Size for al
l users


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99.9% SLA



Simplified administration with default mail template shared between IBM SmartCloud Notes Web and
desktop client versions



Data centres with enterprise
-
class servers, and enhanced network, storage and firewall security



Integrated services

platform, process automations and innovative management tools



Encryption for both network traffic and local disk storage



Advanced replication technology



Mobile support options (access and synchronization)

Rich Web Browser Experience

IBM SmartCloud Note
s Web is the browser experience for IBM SmartCloud Notes. The browser client can be
used in two modes (Full and Lite). Full mode provides access to the full array of integrated collaboration tools.
This is ideal for environments with full broadband connect
ions. Lite mode is an option for times when users may
be in a lower bandwidth situation. Lite mode loads content as needed in order to support the best customer e
x-
perience in that situation. IBM SmartCloud Notes Web is available on all the standard browser
s in use today.

IBM SmartCloud Notes Web helps organisations to:



Integrate remote workers with critical data and applications, through a look and feel similar to the L
o-
tus Notes client with a layout customisable per user



Enable access to email, calendaring

and scheduling, and instant messaging
-

anywhere they can find
an internet connection



Send encrypted rich text email, schedule meetings, manage tasks and collaborate with colleagues
through their own workstations, internet kiosks or PCs that belong to oth
er users



Protect business
-
critical information through a variety of authentication options as well as encryption
and digital signatures



Enhance your corporate portal with collaborative tools including messaging access via IBM Smar
t-
Cloud Notes Web software


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Ease
-
of
-
use

IBM SmartCloud Notes provides features to help users manage their mail box, prioritise messages and flag for
action, below are just some of the many features users have access to.



Attention Indicators
-

You can specify foreground and backgro
und colours to identify messages from
certain senders in your Inbox. For example, you could use one colour combination to identify co
-
workers on an important project, another colour combination for your manager, and another comb
i-
n
a
tion for personal message
s from friends. You can specify up to three colour combinations. You can
also display icons in your Inbox that identify messages in which you are the only recipient, a primary
recipient, or a secondary recipient, based on the number of message recipients a
nd whether your
name is in the To or cc field.



Finding mail
-

You can look for a particular message in your mail application by searching by sender
in a view or folder, or by searching for words in either the subjects or in the full text of messages.



Movin
g or adding mail to a folder
-

Folders are useful for organizing your messages. You can put a
message in one folder or multiple folders.



Sorting mail in a folder or view
-

You can sort messages in most mail folders and views. To see if a
column is sortable
, hover over its column heading. If the heading background changes, the column is
sortable. Note that most sortable columns also display an up or down arrow, but some sortable co
l-
umns with icon headings (such as the Importance column, with the exclamation
point icon, and the
Flag and response column, with the flag icon) do not display an arrow. To sort by a sortable column,
click its column heading. To return to the original sort order, click the heading again.



Flagging mail for follow
-
up
-

You can mark a m
ail message with a flag icon to indicate that the me
s-
sage requires follow
-
up action. Flagging messages places them in the Follow Up view and in the
Fo
l-
low Up mini
-
view
, which you can keep open in the mail navigation pane so that you can maintain an
awareness of those messages. You can set these
follow
-
up preferences
: the default priority flag, a
default follow
-
up date and time, and a default alarm for flagged messages.



Changing the letterhead on your mail
-

You can select a graphic from a list of supplied graphics t
o
display as letterhead at the top of your messages.



Creating and using stationery for mail
-

You can create stationery with text or graphics, letterhead,
and a recipient list that you can re
-
use. This is convenient when you frequently send a message,
such

as a status report, in the same format to the same people.



Filtering new mail using rules
-

You can use mail rules to act automatically on new messages you r
e-
ceive that meet certain conditions. For example, you could create a rule that checks for messages

from a certain sender or that contain a certain subject and automatically move the messages to a
certain folder, send copies of the messages to someone, or delete unwanted messages before you
ever see them in your Inbox.



Managing junk mail
-

You can set u
p your mail application to control junk mail, such as bulk messa
g-
es and spam messages. Managing junk mail improves your productivity by reducing the amount of
mail that you have to deal with. You can separate unwanted messages from the rest by filtering me
s-
sages by sender, subject, and content.



Managing mail with QuickRules
-

QuickRules let you create simple rules based on received messa
g-
es to act on incoming messages with specific subject lines, sender names, or domains.



Deleting mail
-

When you delete mes
sages, IBM places them in the Trash folder in your mail applic
a-
tion, with a soft
-
delete default period of 14


90 days.



Moving between rich desktop client experience and IBM SmartCloud Notes Web client is actually
seamless with a similar look
-
and
-
feel shar
ed between the two clients.



Supports Microsoft Windows
-
like selection, column resizing, context menus and double
-
click to open.
Content is resized as the browser is resized.



Helps reduce administration burden with automatic synchronization between Lotus No
tes ID and IBM
SmartCloud Notes Web internet passwords



“Full” mode enables rapid access to Welcome screen, email, full calendar and group scheduling, to
-
do (task) management, contacts, notebook and instant messaging.


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y
y


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l
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s
s


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Enables building of custom dashboards t
hat aggregate information from multiple sources in the cu
s-
tomizable Welcome screen.



Enables users to see more content of a particular column with optional dynamic size adjustment on a
per
-
column basis.



Enables graceful re
-
establishment of session without l
osing data after connection is unexpectedly
lost.



Enables integration with desktop editing tools allowing documents to be emailed directly from M
i-
crosoft Office software.


Calendaring and Scheduling Capabilities

IBM SmartCloud Notes offers users a very ri
ch calendaring experience. Use the calendar to schedule and keep
track of meetings, appointments, all day events, anniversaries, reminders, and event announcements (colle
c-
tively referred to as calendar entries). Use the to do list to organise personal to d
o items and schedule group to
do items. The calendar and to do list are part of the mail application.



You can add appointments, all day events, anniversaries, and reminders to your calendar.



When you schedule a meeting or event announcement, you can check

people's schedules, reserve
rooms, resources, and online places, send meeting invitations, and track invitee responses.



Your free time schedule indicates the days and times that you are available for meetings. The
scheduler displays when you click “Find A
vailable Times” in a meeting entry you have created.
Scheduler display options



Schedule details for each participant
-

Displays the Details view of the scheduler by default, which
shows busy and free times for each meeting invitee.



Suggested best times for

meeting
-

Displays the Summary view of the scheduler by default, which
suggests times for a meeting based on the schedules of all invitees.



Show 24
-
hour scheduler
-

Displays 24 hours instead of a subset of work hours in the scheduler for
each day.



You can

let specified people open your mail and read your messages, calendar entries, to do items,
and contact entries. You can also let people send, edit (including adding a follow
-
up flag), and delete
messages, create and delete calendar entries, and create and

delete to do items for you. In addition,
you can specify a person or group to whom IBM Lotus Notes will forward your calendar entries,
whether or not that person or group has any access to your mail.



You can create a group calendar to make it easy for you

to schedule meetings with your colleagues.



Display your schedule in multiple formats: 1, 2, and 5 day, 1 and 2 week, 1 month and 1 year



Automatic detection or custom selection of user's time zone



Organise calendar entries by chairperson, by type (meeting,

appointments, and so on) or by invitee
status as best serves your need at a given time



Easily access other calendars that you manage from within your own calendar



Miss fewer meetings with calendar alarms to alert you to upcoming calendar events



Rooms and
Resources is only available using your existing on
-
premises resource reservations co
n-
figuration database as part of IBM SmartCloud Notes Hybrid. R&R Functionality is exactly the same
as it is today on
-
premise.



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Personal Information Management (PIM)



Manag
e and sort contacts by name, email, and company name



Enter multiple phone numbers, email addresses, and Web addresses for each contact



Automatic synchronization of business contacts in the Contacts database, and notebook entries with
the Lotus Notes 8.5 cl
ient

Out of Office management



Notify colleagues that you are not available with a customized “out
-
of
-
office” notification sent in r
e-
sponse to messages and calendar entries sent to you.


Integrated Instant Messaging

As part of the IBM SmartCloud Notes solut
ion, Lotus Sametime provides integrated presence awareness and
instant messaging which is included as standard.



IBM SmartCloud Notes provides IM security features for an encrypted, authenticated environment
that includes these capabilities:



Presence and i
nstant messaging chat



Out
-
of
-
the
-
box integration with Lotus Notes



Integration with IBM SmartCloud Notes Web planned for a future release.



Rich text, time stamps, spell check and emoticons



Contact type
-
ahead search and contact detail display



Local chat hist
ory


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Contact list management: Sort contact list, Show short names, Show online contacts only



Lotus Sametime chats with Lotus Sametime users are automatically secured with encryption.
Every chat activity is always encrypted over the network using a RSA RC2 b
lock cipher with a
128
-
bit key.


Secure Rich Mobile Options


Smartphone Devices

A cloud
-
based deployment of Lotus Traveler Service for IBM SmartCloud Notes is available that supports Apple
iPhone, Apple iPad, Symbian S60/Nokia devices, Android and Windows

Mobile devices.

IBM SmartCloud Traveler is a secure two
-
way synchronisation service that enables mobile users to access their
e
-
mail, calendar, contacts To
-
Do list and Journal and retain access to this information while they are offline. It
supports remo
te wipe for lost or stolen devices, as well as password enforcement and monitoring to help pr
o-
tect confidential data.

New mail messages arriving in your Inbox on the IBM SmartCloud Notes server arrive on the device without
you needing to do anything and ca
n trigger a notification event, such as a tone or a device vibration. Updates
made on the device such as sending a new mail message or changing a calendar entry are synchronised with
the server as soon as a network connection is available.

The Lotus Notes
Traveler client provides a simple, easy
-
to
-
use interface with a minimal number of configuration
settings. You can customise how much data is synchronised with the device to optimise the use of device
memory.

IBM SmartCloud Notes offers support through Lotu
s Notes Traveler for:



Apple iPhone



Apple iPad



Android 2.0+



Nokia/Symbian S60 (3rd and 5th Editions)



Nokia/Symbian 3



Windows Mobile 6

IBM SmartCloud Notes Traveler is included as standard with IBM SmartCloud Engage Advanced subscriptions,
and optional add
-
o
n for IBM SmartCloud Notes, IBM SmartCloud Notes Entry and IBM SmartCloud Engage
Standard.


Secure Rich Mobile Options


Blackberry (Optional Add
-
On)

IBM SmartCloud Notes for Hosted BlackBerry Services is an optional add
-
on subscription to the IBM Smar
t-
Clo
ud Notes service, and is available in both the Hybrid and Service
-
only environments of SmartCloud Notes.

Users can use this add
-
on subscription to access mail messages on their BlackBerry smartphones, and sy
n-
chronize calendar and contacts between BlackBer
ry smartphones, Lotus Domino servers in the IBM Smar
t-
Cloud, and SmartCloud Notes desktops (either the full Lotus Notes client or the SmartCloud Notes Web exper
i-
ence).

The primary benefit of using the SmartCloud Notes for Hosted BlackBerry Services is that
customers do not
have to set up and maintain an on
-
premises BlackBerry Enterprise Server infrastructure for serving the needs
of their BlackBerry mobile smartphone users. SmartCloud Notes for Hosted BlackBerry Service is a fully hosted
service offering for

BlackBerry Enterprise Server, which is maintained for customers by IBM as a part of the IBM
SmartCloud for Social Business portfolio.

BlackBerry Features include:


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The BlackBerry service is available for both hybrid and service
-
only environments and provid
es the
following features:



Mail, Calendar, Task, To Do, and Contact applications



Corporate directory lookup



Administrator and user self
-
service portal for device management



Documentation for enterprise activation and end
-
user self help


Compliance Archivin
g and e
-
Discovery (Optional Add
-
on)

The IBM SmartCloud Notes service also offers as an optional “add
-
on” should customers have a compliance
based requirement to capture all email at source or the ability to restore email for a customer defined period.

IBM
SmartCloud Archive Essentials is a robust mail archiving and eDiscovery solution expressly designed for
cloud delivery. The solution provides full indexing of email and attachments, disk lock technology to mimic
WORM drives, legal hold, retention policy en
forcement, search delimited user accounts where a use can be
provided with access only to a predefined result set, export of data in multiple formats, including recovering i
n-
dividual emails back to the originating mail box.

There is no limit on storage ca
pacity or length of time, and the archive account can be maintained independen
t-
ly of the user once the user leaves and their active email account closed.

Currently, SmartCloud Archive Essentials does not provide end
-
users with access to their archived mail
.

Company administrators enable the use of the archive service. A company administrator is someone who has a
SmartCloud for Social Business user account and the Administrator role. Through user account selections,
company administrators specify whose email

is archived and who can work with the archived email.

To specify who can work with archived email, company administrators assign one of the following e
-
Discovery
roles to user accounts:



e
-
Discovery administrator: Allows someone to search the archive to
retrieve messages that match
search queries and give e
-
Discovery users access to the search results.



e
-
Discovery user: Allows someone to work with search results generated by e
-
Discovery administr
a-
tors.

For example, a department head in your organization m
ight need to view the email messages sent and r
e-
ceived by three users in your company during the past year. An e
-
Discovery administrator can search the a
r-
chive for those messages and then give the department head access to the search results. The departmen
t
head, who has the e
-
Discovery user role, can view and work with the messages in the search results.

The archive service can be used to search, retrieve, classify, download, export, forward, and audit archived
messages.


Lite weight essential email, cal
endar and contacts solution.

IBM offers an alternative light weight email service; IBM SmartCloud iNotes
includes essential email, calendar
and contact management capabilities. SmartCloud iNotes is easy
-
to
-
use and administer with very competitive
pricing.

Below is a description of the standard features currently associated with our SmartCloud iNotes service offe
r-
ing. SmartCloud iNotes will continue to evolve and include new capabilities beyond this current list. All new
capabilities become instantly avai
lable without requiring upgrades, patches or contract modifications.

SmartCloud iNotes features include:



Webmail interface that can be customised with a logo and colour scheme



Message inbox that allows users to sort the message list


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Personal mail folders
with the ability to drag and drop messages into folders



Message priority indicator and view filter



Message flags and view filter



POP3 and IMAP access



SMTP service for outbound messages



25GB of mail storage for each mailbox (no charge mailboxes will have 5
GB)



30MB maximum outbound message size including attachments



Configurable Out
-
of
-
Office notifications



Email Signature that are appended to outbound messages



Rich text editor for composing messages



Draft folder with automatic saving while composing messages



Inbox rules that allow users to filter messages into specified folders



Mail forwarding



Multiple receiving addresses (aliases)



Multiple sending addresses



Spam and Virus protection with user
-
level controls



Personal Calendars which may be shared



Company Cale
ndar with configurable editing access



Multiple Calendar views (Day/Week/Month) with the ability to overlay multiple calendars



Free and Busy time look
-
up when scheduling events



Personal Contacts with the ability to import in vCard and (.vcf) and Comma Separ
ated Value (.csv) fo
r-
mats



Personal Contact Groups



Company Contacts



Display preferences to customize the Contacts and Calendar views.



Ability to access email through Applie iPhone, Apple iPad, Blackberry, Windows Mobile, Google Android
and Nokia Symbian mo
bile devices with auto
-
updates via IMAP IDLE.



Contact and Calendar synchronization through the CardDAV and CalDAV protocols (natively supported
by iOS devices and on Android through 3
rd

party apps)


IBM SmartCloud iNotes component is offered as a service
and all hardware and software are provided as part of
the monthly service fee. Since the solution is offered as a service there is no need to purchase hardware for your
own environment as it is included in the price.

The software for the IBM SmartCloud iN
otes service is updated on a periodic with new features and functionality,
these updates to the service are included in the pricing as well.

The service is made up of enterprise grade hardware running and operated by IBM in IBM data centres. The se
r-
vice i
s proprietary software solution which has been developed and refined over the last 10+ years by the heritage
Outblaze technology which IBM acquired in April of 2009.

The IBM SmartCloud iNotes is a clustered multi
-
tenant architecture that is built based on

open mail standards
technology. The clustered mail architecture provides a robust and scalable solution. All services are monitored in

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our 24x7 network operation centre based in Hong Kong, and as demand grows additional servers can easily be
added to the
rotation to provide additional scale.

Redundancy is built into every major service within a service cluster. This includes redundant firewalls and load
balancers in each and every cluster, multiple web, IMAP, and POP3 servers to which incoming requests ar
e di
s-
tributed in a round
-
robin fashion and fileservers with built
-
in redundancy.

The IBM SmartCloud iNotes provides mail backup service as part of the standard IBM SmartCloud iNotes offering.
The backup process includes daily local database backups, daily
disk snapshots with data retained for 7 days,
snap mirrors provided for multiple disk and chassis failures, and local mail backup in 7 day cycles retained for 30
days. Deleted messages are also retained for 30 days, as part of the backup process in order
to guard against
accidentally deleted messages.


Mail is typically routed through the system as follows:



When an inbound message is received the recipient's email address is looked up in the proxy database to
determine which cluster a particular user resi
des. Once the user is located the system directs the mail to
the user's cluster.



Many different customers may reside on a single cluster or a set of clusters may be dedicated to a
particular customer depending on customer needs, size of the customer and as
sociated service level.



Upon receipt of the message within the cluster the messages passes through the Network
-
level Anti
-
Virus
and Anti
-
Spam layer to remove any messages which are known to contain viruses or spam.



For user
-
level anti
-
spam, IBM utilises
a tag and forward approach. Mail filters are applied at the MTA level
to route the message with the matching subject lines to the user's junk mail folder.



If the message is determined to be a legitimate email message, the Mail Transfer Agent queries the pr
ofile
database and determines the location of the user's mailbox within the file system and delivers the
message to the user's message store. Prior to delivering messages the MTA is responsible for applying
any applicable filters to message prior to delive
ry. These filters include filters pre
-
configured for user
-
level
anti
-
spam control, and white
-
listing or blacklisting of messages.



Migration options with IBM SmartCloud iNotes



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Transend Migrator for IBM SmartCloud iNotes is an easy to install and use Wind
ows utility for converting email
data from leading edge email systems and clients to IBM SmartCloud iNotes service. One user interface allows end
users and technicians to convert thousands of accounts at once in batch mode from a central location. For thos
e
who prefer, Transend Migrator also supports batch mode migration via command line.


Transend can be used to migrate



messages/Folders



Attachments



Archives



Address Books



Calendars



Tasks


Additionally, migration to IBM SmartCloud iNotes is also possible u
sing IMAP which can be controlled by the end
-
user. Simply use an IMAP client to pull all existing email from your current Domino server, if the user is a POP3
users then they probably have their email locally, simply then re
-
configure the client to connect

to IBM SmartCloud
iNotes and push all email up to IBM SmartCloud iNotes.


4.3

E
-
MAIL
F
ILTERING

Full Hygiene Services (Anti
-
Virus, Anti
-
Spam and Anti
-
Malware) through IBM Protector for Mail Services are i
n-
cluded as standard with the IBM SmartCloud Notes servic
e.

IBM Protector for Mail service content analysis includes



URL checker against URL database



9.3 billion evaluated web pages and images



100 million URL filter entries



Spam/Phishing database



80 million spam signatures



2 million new signatures per day



> 99% effective against spam



< 0.001% false
-
positives

When IBM SmartCloud Notes users address mail to users in external Internet domains, by default, the Smar
t-
Cloud Notes service manages the routing. An external Internet domain is a domain that the servi
ce has not ver
i-
fied as owned by your company.

You can choose to use a company
-
controlled SMTP host server to route this mail, instead. Controlling the rou
t-
ing allows you to perform actions such as content filtering and message auditing on all messages add
ressed to
the Internet. To configure company
-
controlled routing to external Internet domains, you use SmartCloud Notes
Administration Panel Account Settings to specify the SMTP host name to perform the routing.

The SmartCloud Notes service performs virus
scanning and spam filtering on the outbound messages, and
then routes them to your designated SMTP host server. Your SMTP host routes the messages to the Internet.
An administrator can prevent automatic forwarding of email to external addresses. Administr
ators can prevent
users from automatically forwarding email to external addresses using mail rules. When users create a mail rule
that includes the send copy to action, any addresses in domains that are not owned by your company are i
g-
nored. Users can stil
l forward email to any address manually.



4.4

S
UPPORT
S
ERVICES


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IBM SmartCloud Notes offers as standard the ability to



Support Resources



Service Management/Administration



Email filtering and spam reporting features



Junk Mail Management



Mail Journaling



IBM Sm
artCloud Notes Traveler API for Mobile Device Management (MDM)



Compliance based email archiving, via IBM SmartCloud Archiving Essentials (Optional Add
-
on se
r-
vice).



Data transition and migration services from Microsoft Exchange (Optional service not include
s as
part of the standard IBM SmartCloud Notes service)



Set
-
up and configuration (Optional service not included as part of the standard IBM SmartCloud
Notes service)


IBM provides second and third line support, as well as help
-
desk that will respond to any

email query sent by your
end
-
users.

For technical issues requiring immediate attention (ie. Severity 1 issues) administrators may also contact our 7x24
telephone support.

Other support resources available are:




For Self Help with the latest FAQ's, Troubl
eshooting, and How To's use our IBM SmartCloud Notes Su
p-
port Wiki.



For questions please visit our IBM SmartCloud Support Forums . Our team and the growing user comm
u-
nity is there to help you find solutions to your problems!



Wiki and Forum are currently a
vailable in English only



For Administrator Self Help with the latest FAQ's, Troubleshooting, and How To's use our IBM Smar
t-
Cloud Support Wiki.



For questions, system status and other announcements, please visit our IBM SmartCloud Support F
o-
rums. Our IBM S
martCloud team and the growing user community is there to help you find solutions to
your problems.



Wiki and Forum are currently available in English only



IBM SmartCloud Administrator Support in English is available 7x24



IBM SmartCloud Administrators can

contact our English language IBM SmartCloud Worldwide Support by
email.

Service Management/Administration

Much of the user administration remains in the company administrator's hands on the on
-
premises side. For the
most part, the company administrator m
aintains control of user management, as well as group management
and policy management on
-
premises, in the Domino Directory using the Lotus Domino Administrator client.

Where common administrator tasks are performed:


Task

Where task is performed

Where ta
sk is performed

Via on
-
premise Directory & Web Admin


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Deleting SmartCloud Notes users

Via on
-
premise Directory

Adding and managing groups

Via on
-
premise Directory

Changing Lotus Notes user names

Via on
-
premise Directory

Configuring policies

Via on
-
premi
se Directory

Resetting passwords for client IDs of SmartCloud Notes users

Web Admin

Controlling the Directories that are replicated to the SmartCloud
Notes service

Web Admin

Selecting mail file templates for SmartCloud Notes users' mail
files

Web Admin

Roles in the IBM SmartCloud for Social Business (SmartCloud for Social Business) service are Administrator,
Admin Assistant, AppDeveloper and user. e
-
Discovery Administrator and e
-
Discovery User roles are also avai
l-
able should customers add the optional c
ompliance email archiving solution, IBM SmartCloud Archiving Esse
n-
tials.

A person can be assigned multiple roles. User role is required in order to assign a subscription (i.e. email, co
l-
laboration) to an account. Administrator and Admin Assistant roles can

be assigned without User role to create
pure administrative users. Users without subscriptions are free, so customer's can have any number of no cost
administrators and admin assistant.

Administrators have full administrative rights, including access to
the SmartCloud Notes Administration panel
and other parts of SmartCloud for Social Business administration to manage users, templates, and other a
s-
pects of the company account.

Admin Assistants can perform passwords resets and some other basic chores e
-
Di
scovery Admin and e
-
Discovery User roles are independent of whether a user’s email is being archived, and are for running queries
and otherwise accessing the archives.

Customers cannot define new roles or customize the existing ones.


New email filtering

and spam reporting features (limited availability)



New SPAM management features can be made available when the service manages a company’s
inbound Internet mail routing



New features available



Keyword and newsletter filters



Junk mail reports



Report as

Spam feature

Note: These are limited availability features that can only be enabled by an IBM Customer Service
Representative (CSR)



Notes client users need to use a new template to take advantage of capabilities



Browser users will automatically see the

new UI and take advantage of the capabilities


Improved junk mail management for web client users



Web client users can specify that all mail from a particular address is delivered to the Junk folder in
the future


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Users can also specify that all mail in
the Junk folder from a particular address is delivered to the i
n-
box in the future.


Notes mail journaling (limited availability)



The IBM SmartCloud for Social Business journal service can generate Notes mail journal files



These files log information abou
t mail messages that are sent and received by IBM SmartCloud
Notes users



The journal files are stored on the SmartCloud for Social Business integration server and are dow
n-
loaded over FTPs.


Compliance based Archiving

IBM does not provide an individual res
tore option as part of the standard service, our backups are designed for
operational purposes only. Our architecture is based on cluster server technology and dual
-
centre solution,
meaning we hold live 4+ copies of users mail file at anytime.

The service
supports soft delete (14
-

90 Days) feature enabled by default, should a user delete a message this
can be restored from this trash folder. However if the user subsequently deletes the message from their trash
folder, the message should be considered perma
nently deleted.

The service also allows administrators to prevent users from deleting mail from their trash, mail remains in the
Trash folder for the period specified by the administrator, and then it is deleted automatically.

The IBM SmartCloud Notes ser
vice also offers as an optional “add
-
on” should customers have a compliance
based requirement to capture all email at source or the ability to restore email for a customer defined period.

IBM SmartCloud Archive Essentials is a robust mail archiving and eDi
scovery solution expressly designed for
cloud delivery. The solution provides full indexing of email and attachments, disk lock technology to mimic
WORM drives, legal hold, retention policy enforcement, search delimited user accounts where a use can be
pro
vided with access only to a predefined result set, export of data in multiple formats, including recovering i
n-
dividual emails back to the originating mail box.

There is no limit on storage capacity or length of time, and the archive account can be maintai
ned independen
t-
ly of the user once the user leaves and their active email account closed.

Currently, SmartCloud Archive Essentials does not provide end
-
users with access to their archived mail.

Company administrators enable the use of the archive service.
A company administrator is someone who has a
SmartCloud for Social Business user account and the Administrator role. Through user account selections,
company administrators specify whose email is archived and who can work with the archived email.

To speci
fy who can work with archived email, company administrators assign one of the following e
-
Discovery
roles to user accounts:



e
-
Discovery administrator: Allows someone to search the archive to retrieve messages that match
search queries and give e
-
Discovery

users access to the search results.



e
-
Discovery user: Allows someone to work with search results generated by e
-
Discovery administr
a-
tors.

For example, a department head in your organization might need to view the email messages sent and r
e-
ceived by three
users in your company during the past year. An e
-
Discovery administrator can search the a
r-
chive for those messages and then give the department head access to the search results. The department
head, who has the e
-
Discovery user role, can view and work wit
h the messages in the search results.

The archive service can be used to search, retrieve, classify, download, export, forward, and audit archived
messages.


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The browser requirements to use the service are the same as the browser requirements to use the S
martCloud
Notes web client.


Data and Users Transition and Migration Service (Optional Service)

IBM can support a migration from majority of existing email platform, IBM Lotus Domino, Microsoft Exchange,
IMAP based platform, Google Mail etc

When moving us
ers to IBM SmartCloud Notes, there are fundamentally two choices when considering what to
do with their current on
-
premises account:



Leave historical data on
-
premise, in an archive or local store, and start with a clean slate (new mail
account) on IBM Sma
rtCloud Notes or transfer minimal important data such as future calendar e
n-
tries only to SmartCloud Notes.



Convert some or all of the existing mail account data into a new IBM SmartCloud Notes mail account.

Again, this decision is one of balancing cost,
effort, time to deploy and user impact. Starting with a clean slate
can be the quickest and most cost effective way to move, but tends to be the least user friendly approach. Ce
r-
tainly some customers do choose not to move historical data.

On the other han
d, moving the entire historical content so that the user continues from where they left off on
-
premises is very user friendly but involves conversion and transfer of a potentially very large data set. Conver
t-
ing data between formats is a resource and time
consuming process.

Once again, there is the flexibility to combine these approaches and start fresh for some users while moving
some data for others.


Self
-
Service Approaches

For customers moving from solutions such as Microsoft Exchange or Google, the
following kinds of self
-
service
data transfer approaches are available:



Use a POP or IMAP mail account in the Lotus Notes client configured to point to their existing mail
account allows the client to pull down existing mail content into the IBM SmartClou
d Notes mail a
c-
count.



Export existing calendar content in iCalendar (.ics) standard format and import it via the Lotus Notes
client. Alternatively, use the calendar overlay feature (with offline support) in the client to view or
download calendar content
directly from the source calendar system during the transition period. F
u-
ture calendar entries tend to be the most important items to transfer.



Export existing contacts in vCard (.vcf) standard format or comma
-
separated value (.csv) format and
import via
the Lotus Notes client.

Managed Transition Process Outline

For non
-
Domino customers, moving to IBM SmartCloud Notes can leverage a traditional migration process and
tools, except that the destination mail servers are not on
-
premises. In order to effect a

user move, the following
key steps must be achieved:



A new mail account for the user must be provisioned in the IBM SmartCloud Notes service.



For those users who will use a Lotus Notes client, the client must be installed and configured to point
at the
new IBM SmartCloud Notes mail server(s).



The relevant directories must be updated so that all servers know where to send mail for that user.



Conversion of data from the existing system into the new IBM SmartCloud Notes mail account is pe
r-
formed.


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Perform
ing this cut over in a single event can be the most effective method so as to avoid the need for any pr
o-
tracted period of coexistence. All users have new accounts created and all mail routing is switched over in a
single change window.

For larger customer
s, it may not be feasible to move all users at once and so some period of coexistence may
be necessary. In this case, establishing bidirectional mail routing, directory synchronization and free
-
time
lookup between the existing email messaging system and IB
M SmartCloud Notes environments must be done
first prior to the first user move. For customers requiring this level of coexistence, the IBM SmartCloud Notes
hybrid configuration must be used.

In addition a set of tools that facilitate the preparation and
conversion of content must also be deployed. A
schedule is created that details which users are to be moved and when, grouping the users into batches and
specific time frames.

Depending on how many users, the associated volume of data and the actual sched
ule (i.e. the number of user
batches), the following process may be repeated one or several times until all required users are moved:



For users who will have some data converted from the existing system, an initial conversion pass is
done on the historica
l content to be moved generating new mail databases for each user.



Depending on the data volumes, these databases containing historical content are encrypted onto a
removable storage device for rapid transfer of a potentially large data volume or for smal
ler volumes
they can be uploaded via FTP.



If using the removable storage device, it is shipped to the SmartCloud Notes data center in prepar
a-
tion for bulk import. If using FTP, the data is uploaded to the secure FTP service.



The import service decrypts a
nd copies the mail file replicas from the removable storage device or
FTP service and pre
-
processes them (e.g. anti
-
virus scanning, validating and setting of access co
n-
trols and required database properties). The content of the removable storage device or
FTP server
is maintained and not changed at all, until provisioning of the data is complete, so that a pristine copy
of the original data is available if necessary.



Users are provisioned to the IBM SmartCloud Notes service and these pre
-
populated mail dat
abases
are used to populate the primary, secondary and Disaster Recovery servers.



The directory entries for all users are updated to point to the newly designated IBM SmartCloud
Notes mail servers. The directory change is synchronized between IBM SmartClo
ud Notes and the
existing email messaging system so that all new mail is delivered to the IBM SmartCloud Notes se
r-
vice.



A second pass data conversion is now run to pick up any data that was received between the first
pass and actual cut over time and sync
hronized with the IBM SmartCloud Notes service via replic
a-
tion. This volume of data is typically very small compared to the historical data volume and can be
transferred directly over the wire in a reasonable timeframe.



Once the users are cut over, the ex
isting mail accounts can be decommissioned and finally so can
the existing email messaging system.



The disks from the storage devices are always returned to the customer for them to perform data d
e-
struction in what
-

ever way they require.

Data & User Tra
nsition Tools

IBM has devised a process and supporting tools that allow for the rapid bulk transfer of large amounts of data
between the on
-
premises environment and IBM SmartCloud Notes. Leveraging the unique advantages of the
hybrid configuration such as
preserving the user ID file means that the entire existing NSF can be moved, kee
p-
ing recipient information, delegation, content fidelity, stored forms, encrypted and private content intact.

And because moving large amounts of data still takes some time, t
he power of replication is used to make sure
that at final cut
-
over, the mail account in the IBM SmartCloud Notes service is synchronized perfectly with the
on
-
premises content.

Depending on the existing email platform IBM has a number of tools, methodolo
gies and assets available either
IBM owned or via our extensive partner channel to assist customer with typical migration projects.


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Migration or data transition services are not part of the IBM SmartCloud Notes service as standard, these are
optional extra

services available directly from IBM or via our extensive partner channel.


4.5

C
OLLABORATION
T
OOLS

You can meet online, share files, chat, manage projects and network with potential clients, anywhere, anytime.
Whether users work remotely, manage remote teams

or just need one simple place to bring colleagues toget
h-
er, IBM SmartCloud Engage Advanced delivers collaboration solutions, all in a securely designed environment.

IBM SmartCloud Engage Advanced provides essential collaboration services to simplify and
improve your daily
business interactions with customers, partners and colleagues. Work with people seamlessly inside and outside
your organization and streamline communications. IBM SmartCloud Engage helps you bring people and info
r-
mation together quickly
and simply in an easy
-
to
-
use environment, designed with security in mind.

IBM SmartCloud Engage Advanced offers several core collaboration services that seamlessly integrate with
each other to support project based collaboration. It includes lightweight pr
oject tracking/management in the A
c-
tivities service; it includes rich and secure information management and sharing in the Files service; it includes
real time communication and information sharing in its Meetings service and its Instant Messaging service;

it
further includes social networking for business and light contact management functions in its My Network se
r-
vice. It includes several other ancillary services that enrich information sharing with lightweight workflow in
Forms and Surveys. All of the se
rvices, along with user relevant updates, are accessed through a centralised
dashboard.


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Capabilities include:



The Service Level Agreement specifies a 99.9% SLA availability percentage, calculated on a monthly basis.

Enterprise
-
grade social and messagin
g services across a broad range of client and mobile environments. As
social software designed for business, it lets you use the collective knowledge of your organization, partners
and customers by dynamically building new connections between people, the i
nformation they know, and the
tasks they are executing.

Your Social Business Network

The People feature allows you to manage your contacts and connections
-

the people you do business with.
Connect to anyone in your network and start collaborating in IBM
SmartCloud. Simply click to share files, create
communities or start an activity.



Connect quickly and easily



Access professional profiles



Quickly add, import and sync contacts



Take advantage of communities, tagging and quick find

Profiles let you tap
into the knowledge capital within your organization, and make it easy to establish new bus
i-
ness contacts.

Profiles help you expand your personal network and profiles help you develop and maintain personal relatio
n-
ships that span obstacles like reporting st
ructure, department, geography, etc.

When you connect with someone, you have access to each other's full profiles
-

giving you the most up
-
to
-
date
information. You can also add that person to your buddy list for instant messaging. Connecting allows you to
work in real
-
time, getting more done, quickly.



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