Dedicated Exchange Addendum

If you purchase Microsoft® Exchange Server Dedicated, this Addendum is part of your hosting services agreement (Master Services Agreement or Hosting Services Agreement, as applicable).

MAIL FILTERING

You must filter your email using a commercially acceptable spam/av filtering software or service. We offer licensing and support for Microsoft Forefront, or AppRiver SecureTide offering. You may also licence, install and manage the filtering service of your choice, provided that Rackspace may require you change your filtering service if it determines that it is not effective. You acknowledge that the technological limitations of the filtering service you choose will likely result in the capture of some legitimate email, and the failure to capture some unwanted email, including email infected with viruses. You hereby release Rackspace and its employees, agents, suppliers, and affiliates from any liability or damages arising from the failure of the filtering services to capture unwanted email.

ARCHIVING SERVICES

If you elect to purchase email archiving services, the archiving services will capture only the email that you send or receive after the date that the archiving services are implemented. Upon termination of your Exchange service, or your archiving service, we will destroy your archived data unless you have made other arrangements with us. Rackspace® archiving services are designed to help you comply with various legal and regulatory requirements that may be applicable to you. However, you are responsible for understanding the legal and regulatory requirements applicable to your business and for using your archiving service in a manner that complies with the applicable requirements. In addition, Rackspace archiving service has certain limitations that may mean it is not an appropriate archiving solution for you. Please see the product description at www.rackspace.com/apps/support/node/1047 for more information.

SUPPORT

We have listed below the support activities that are included or not included in our Dedicated Exchange service offering. If you request assistance with an activity that is not included, we may be able to fulfill this request as a Supplementary Service at a predefined hourly rate.

Exchange Support Requests

Rackspace live support for Microsoft Exchange Server application is available:
• 7AM - 7PM (United States Central Time)
• Monday - Friday (not federal public holidays in the United States)

We will support your use of Exchange as follows:

Installation

• We will install Exchange in accordance with your instructions for mailboxes, business rules, and agreed upon settings.
• We will implement a clustered installation (if purchased)
• We will install and configure Active Directory
• We will install and configure the firewall and network
• We will install and configure the Blackberry Enterprise Server (if purchased)

Exchange Administration

• We will manage Microsoft IIS as it relates to the Exchange installation.
• We will apply service-pack & hot-fix application (if requested)
• We will support the Microsoft Exchange application, although we do not support all features within Exchange. For a complete listing of features supported/not-supported, please contact your Sales Rep or Account Manager.
• We will support ActiveSync and Blackberry Enterprise Server (if purchased)
• We will support the auto-discover feature only if we host the DNS zone and only via SRV method. Customer is responsible for purchasing own SSL certificate through Rackspace (3rd party SSL certificates receive best effort support only).

Troubleshooting

• Rackspace will assist you with troubleshooting including:
• Mail relay issues
• Non-delivery report (Basic non-deliverable troubleshooting)
• Mail related drive space issues
• SMTP (single instance) related issues

Backup and Restore of Exchange Database

• We will provide information store backups with weekly full and daily incremental or differential backups
• We will not support mailbox (brick-level) or public folder backups
• At initial configuration, we will work with you to size databases to meet your Recovery Time Objective (RTO)
• If your backup/recovery needs exceed the limits of our standard offering (i.e. extremely large databases or very short RTOs), we will work with you to design a custom backup solution at your expense

Monitoring and Response

• We will monitor your Exchange environment utilising the default Microsoft System Center Operations Manager (SCOM) application pack (if purchased)
• We will monitor Port 25 for SMTP.
• We will monitor Exchange Web access via a synthetic transaction monitoring system.
• On an as-needed basis, we will work with you to tune and review the SCOM application pack to ensure alert integrity.
• Options for accessing your Dedicated Exchange solution include:
• Microsoft Office Outlook 2007 or 2010
• Microsoft Entourage 2008 or later
• Outlook Web Access (OWA-Premium & OWA-Light)
• ActiveSync
• BlackBerry device connectivity (if purchased)
• SMTP submission and relay
• Post Office Protocol 3 (POP3) and Internet Message Access Protocol 4 (IMAP4). Rackspace recommends POP3 and IMAP4 through VPN, not globally.

We can provide guidance with the following activities, though you are expected to perform these activities with little or no assistance from Rackspace.

• Maintain information stores, including defrag
• Create and maintain recipient policies
• Perform a full mailbox recovery for specific individual(s) - Rackspace will restore at the information store level only. For Exchange 2007 or mailbox database level for Exchange 2010, the customer is responsible for mailbox restoration.
• Supporting Transport Layer (TLS) encryption

Through the Rackspace partner network, the following activities are available for an additional Supplementary Services fee:

• Private labeling of Outlook Web Access (OWA) site (available through a Rackspace partner)
• Migration services (available through a Rackspace partner)

We will not perform the following activities. These activities are the responsibility of the customer:
• Support for user administration (past initial 5 mailboxes created for training purposes)
• Support for mailbox administration (e.g. resource mailboxes, distribution lists)
• Create and maintain global policies
• Support for non-Rackspace controlled connectivity issues to Exchange
     o Client-side connectivity
     o Customer ISP related issues
     o Third-party application integration
• Create and maintain auto-disclaimers
• Support for Mobile devices
• Support for SSL certificates purchased through a 3rd party vendor
• Support for customer customisations (e.g. collaboration data objects, WebDAV API, OWA web parts)
• Support for Microsoft Office Outlook client-side support (e.g. troubleshooting, installation)
No support is provided for Microsoft Exchange environments that are not hosted with Dedicated Exchange Support.

WIRELESS

If you elect to use a wireless component of your Mail Service, your use of the wireless component shall be governed by the terms at www.rackspace.co.uk/legal/wirelessterms/ (the "Wireless Licence Terms”). You may use the wireless components only with the types of handhelds specified in the Wireless Licence Terms. You acknowledge that Rackspace does not have expertise or specialised training with respect to the wireless components, and agree that Rackspace's support obligation with respect to these components is limited to such efforts as may be reasonably expected of technicians having generalised knowledge and training in information technology systems. The wireless components of the Mail Service contain "strong encryption" that is controlled for export by law.