Mobile Exchange Service Definition

Mobile Exchange Service Definition

Mobile Exchange Service Definition service successfully launched in November 2009

Overview Target Audience: The service is available to staff and ‘staff-like’ visitors interested in using a smart-phone or browser-based mobile to access email or calendar, using the Exchange Service 2007 service. Access to the calendar service is also available to research postgraduates who will continue with their email via the Student Mail System (SMS). User guidance is available at: www.ed.ac.uk/is/mobile-exchange

Aims: The service aims to offer flexibility to those wishing to access their calendar, email or contacts whilst on the move. The service covers a range of web enabled mobile handsets and uses a reliable standard to connect them to the service. We deliver a self help option where users who have their own web enabled mobile handsets can get connected easily themselves. The service simply delivers reliable guidance to connect supported handsets models, and the mobile exchange user forum for those experiencing difficulty with their particular make/model of handset. The self help option for supported handsets and *delivery of the user forum is effectively the Supported Service. For those wishing to connect and go with their own Blackberry contract, or those wishing to purchase their mobile package from IS, we offer a ‘bundled minutes’ package option and a ‘pay for what you use’ option. This is referred to as our Managed Service.

*IS delivers the mobile exchange user forum but we do not support every make and model of mobile handset. Some mobile handsets are not equipped for calendar, email or contacts etc. If you are unsure consult with your mobile vendor in the first instance.


Description The Supported Service: Self help & Mobile Exchange user forum. The Supported Service includes the self help option which is intended for those who have their own web-enabled ‘smart-phone’ with a suitable mobile data contract. The service delivers mobile integration with Exchange 2007 for a broad range of current phones which are ActiveSync compliant. ActiveSync is a standard web-based technology that has been adopted widely by most of the leading mobile phone vendors, including: o o o o o o

Apple iPhone Symbian (Sony Ericsson, Nokia, Motorola and Samsung) Windows Mobile Palm Android *Blackberry NotifySync

Look out for the ActiveSync or Microsoft Exchange new browser-enabled phone or smart-phone.

logo when purchasing a

IS will provide support to users who experience difficulty getting connected. However, we cannot guarantee to make every make and model of mobile phone work. See our appended list of supported mobile handsets. Whilst we recognise that many users may wish to use Staffmail in combination with their calendar, it is not possible for us to support this as part of the mobile Exchange service. However, help will be provided on a ‘best efforts’ basis.

How to access the Supported Service All staff, staff-visitors and postgraduate researchers should have an account on the Exchange service already. See our self help options, including info about the mobile exchange user forum at www.ed.ac.uk/is/mobile-exchange If you have followed our self help guide and visited the user forum, however you’re still not sure how you can connect via your mobile, contact the IS Helpline. This service is £FREE.


The Managed Service: Connect & go, pay for what you use, or bundled minutes packages. We offer a small range of mobile handsets, including the latest iPhone and some Blackberry options. Two competitive package options are available on exclusive discount only if you purchase via IS. The Managed Service also offers a Connect & Go option for Blackberry users with their own handset and contract. IS will get you connected for a 1-off connection and license fee of only £200. Our aim is to make this service as easy and flexible as possible and you can quickly and conveniently place your order on-line at www.ed.ac.uk/is/mobile-exchange All you need to do is decide which package option suits you best, place your order with us and we do the rest.

Typical package options: Handsets

Make

Apple

Blackberry

Model

Prices (excluding VAT) Upgrade handset (in contract)

New handset/c ontract

iPhone 3Gs £265 + VAT 16Gb

£255 + VAT

iPhone 3Gs 32Gb

£400 + VAT

£320 + VAT

Bold 9700

£185 + VAT

£132 + VAT

Curve 8900

£275 + VAT

£222 +VAT

Fully Managed Package costs and options

Flexwork (bundled minutes)

Teamwork (pay for what you use)

includes 3000 minutes voice and up to 1Gb data.

includes up to 1Gb data.

£25.50 + VAT per month, + £7.95 per month Service. Optional handset insurance at +£12.99 + VAT per month

£12.26 + VAT per month, + £130 connection. Optional handset insurance +£12.99 + VAT per month

£32 + VAT per month, + £21.21 per month Service. Optional handset insurance +£3.75 + VAT per month

£21+VAT per month, + £200 connection. Optional handset insurance +£3.75 + VAT per month

Prices correct at February 2010 - all prices may vary. See the appended cost & benefits for this service.


Contact and Feedback Where possible we would encourage our users and customers to use our online help and guidance before reporting a problem.

Check out our Self Help and FAQ’s for the answer to your enquiry. For further assistance email: IS.Helpline@ed.ac.uk You can also telephone the IS Helpline on: (6)51 5151

Support Process The following table shows the IS roles and responsibilities for the Exchange Service. Role First Line support

Unit Name IS Helpline or representative (User Services Division)

Unit Contact Primary contact IS.Helpline@ed.ac. uk Alternatively telephone: (6)51 5151

Second Line support Service Owner (Business customer contact) Client Technical Support Exchange Technical Support

IS Operations (User Services Division) IS Service Management (Applications Division) Desktop Services Team (Infrastructure Division) IS Production Management (Applications Division)

Responsibility Recording and ownership of incident, problem, user feedback. Recognising trends and underlying problems. User communications regarding incidents, problems and service changes.

IS internal.

Analysis and resolution of Incident or problems, or escalation to Service Management

service.manageme nt@ed.ac.uk

Overall management of the service, escalations, change requests and service priorities/escalations.

IS internal.

Packaging and Delivery of managed desktop client software.

IS internal.

Technical incident and problem resolution based on service priorities.


Incident Response The following table reflects indicative targets that we aim to achieve, and should act as a guide for user expectations. Priority Description

Incident Response Incident Time Updates

Problem Updates – by priority (Level 2 or 3 only)

Critical

For production business critical faults that affect the whole system and would cause risk to overall objectives and reputation. Generally this would mean the service was not functioning at all.

Within 1 working hours

Daily

Target to close top 5 priority calls monthly

High

For production faults that affect individual or isolated users circumstances rendering the system ineffective under these conditions

Within 4 working hours

Every 2 working days

Monthly review of priorities, but with weekly update.

Medium For production or test faults that affect functionality that is not essential to ‘normal’ operations, or where a higher priority call has been provided with a temporary work around.

Within 48 hours

Every working week

Monthly review of priorities.

Low

n/a No commitment to fix – archived for review at system upgrade.

n/a

n/a

For any work that is seen as ‘nice to have’ or can be managed without indefinitely.

Targets System Availability % uptime The Exchange Service and hence mobile connectivity is expected to be available 99.9% (excluding planned events) of the time.

Service Availability - hours of the day 24 x 7 connectivity is expected.

Support Availability – hours of the day Typically 9:00 – 5:00 except for University public holidays. Exceptional arrangements to be requested to Service-management@ed.ac.uk

Disaster Recovery Status Applicable to the Managed Service only: Status 2 (3 day recovery guaranteed)

Reliability The service is run in what’s known as a virtual server environment in a way that provides some level of resilience. In the event of service disruption, we aim to recover the service quickly, in severe cases no worse than 3 days.

Mobile Exchange Service Definition The Managed Service, Mean Time Between unplanned Failure (MTBF) target is greater than 1 year i.e. no more than 1 unplanned even in any 12 months.

Capacity The Exchange Service has been designed so that it will extend to all staff, staff-like visitors and Post Graduate Researchers, including mobile usage. The Managed Service requires additional software licenses, hence the need for registration.

Operational Dependencies This service is relies on the Exchange service being available including the infrastructure and network which is shared with the Exchange service. Service delivery relies on the tiered support offered including IS Helpline, production and service management support. The Managed Service currently uses Research in Motion (RIM) which is third party software required to connect Blackberry devices. This will be periodically upgraded.

Version & Editor Date

Version

Author

Section

Amendment

20/8/09

2.0

Mark Wetton

All

Following feedback

16/3/10

2.0

Stephen Smith

Various

Package and ordering. Cost/benefits in appendix.

Contributors Role

Department

Name

Applications Director

IS Applications

Simon Marsden

EXSEED project board

Various

Chair (Bruce Nelson)

Service Manager

IS Applications

Stephen Smith


Appendix: Supported Mobile Phones Mobile Vendor

ActiveSync Supported Devices as at October 2009

Apple

iPhone OS v2 (OS v1 supports exchange email feature only.)

Sony Ericsson

P990, M600, W950, W951

Nokia E-series:

Nokia E75, Nokia E55, Nokia E63, Nokia E71, Nokia E66, Nokia E90 Communicator, Nokia E70, Nokia E65, Nokia E62, Nokia E61i, Nokia E61, Nokia E51, Nokia E50

Nokia N-series:

Nokia N96, Nokia N95 8GB, Nokia N95, Nokia N93, Nokia N93i, Nokia N92, Nokia N91, Nokia N85, Nokia N82, Nokia N81 8GB, Nokia N81, Nokia N80, Nokia N79, Nokia N78, Nokia N77, Nokia N76, Nokia N75, Nokia N73, Nokia N71

Nokia S60 3rd Edition devices:

Nokia 5800 XpressMusic, Nokia 6124, Nokia 6620 Classic, Nokia 5320 Xpress Music

Other Nokia Supported devices:

Nokia 3250, Nokia 5500, 5730 Xpress music, Nokia 6290, Nokia 6110 Navigator, Nokia 6120 Classic, Nokia 6121 Classic, Nokia 6122 Classic, Nokia 6650 Fold, Nokia 5700, Nokia 6210 Navigator

Motorola

JAVA-based Linux A780 device, MOTOSYNC

Samsung

i200, i600, i780, i900, gt-c6625

Windows Mobile

Windows Mobile 5.0, Windows Mobile 6.0, Windows Mobile 6.1

Palm

Smartphone with Windows Mobile 5.0 operating system. These devices support Direct Push. Palm also supports Exchange ActiveSync on the Treo 650 and 680 series smartphones which do not support Direct Push.

Android

Newer devices now support active sync.

This table was correct at the time of writing in November 2009. Ranges of supported handsets may vary and will depend on your mobile contract. If you’re unsure, speak to you mobile vendor in the first instance.


Costs and Benefits This document helps to simplify the costs to IS to run the Exchange mobile service. The document also includes other costs and charges at the end.

Option 1 – Self Help. IS provides the guidance on connecting supported mobile handsets and implements the Mobile Exchange user forum - £FREE.

Option 2 – Connect & Go. IS helps the user to connect their own Blackberry handsets for a 1-off *license and connection fee of £200.

Option 3 – IS full package service costs (for iPhone and Blackberry): The following table outlays the estimated running costs to IS for running the full package mobile service for the University. These costs are additional to what you pay monthly to the mobile vendor. IS Service Task

Man days per year

Annual Cost

Monthly Cost

Resources (based on standard £265/day) Admin, advice, marketing and documentation Billing (flexwork only) BES Infrastructure maintenance and monitoring BES connectivity (30 mins avg). Problem or fault management

iPhone

Blackberry

Per person per month (based on 100 users)

Per person per month (based on 60 users).

12

£3180

265

2.65

4.42

12

£3180

265

2.65

4.42

7

£1855

155

-

2.58

7

£1855

155

-

2.58

12

£3180

265

2.65

4.42

167

-

2.79

£7.95 per month £130 (1-off)

£21.21 per month Reduced to £200 (1-off)

Supplier Costs to Service Provider BES Install and patching costs

£2000 £800 (e.g. *£40 per user license based on 20 users). £3500 (install and patches every 2 years)

Flexwork (bundled minutes): Teamwork (pay for what you use): Costs correct at February 2010. Costs do vary. * BES per user license = £32 + VAT.


Other Costs & Charges: The info below describes additional charges for usage outside of the managed service as defined.

Managed Service - Late payment Charge An additional penalty of £100 will charged for any service user who fails to pay on time, reflecting the admin time required to chase payment and manage the supplier.

Managed Service - Cancellation Charges

Premium and out of package rates


Making Calls from the UK to Abroad:


All Prices quoted are exclusive of VAT In the above table: The rates shall take precedence over the Standard List Price Rates and discounts shall not apply to calls either originating in a country other than the UK or received in a country other than the UK (roaming calls).

Note: To avoid risk of University data being taken outside the EU (Data Protection), handsets have a remote data wipe facility, and can be configured to hold 7 days data only.


Roaming Calls when abroad and between countries:



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