Chinook Services Definitions
Table of Contents
1 Introduction. 3
2 Mail Services (MBX) 3
2.1 Basic web Access Exchange Mailbox. 3
2.2 Basic Exchange Mailbox. 3
2.3 Standard Web Access Exchange Mailbox. 4
2.4 Standard Exchange Mailbox. 4
2.5 Premium Web Access Exchange Mailbox. 4
2.6 Premium Exchange Mailbox. 5
2.7 Additional 500MB Storage. 5
2.8 Additional Mail Domain. 5
2.9 Blackberry Integration. 6
3 Microsoft Exchange Hosted Services (EHS) 6
3.1 Customizeable Mail Filtering. 6
3.2 Hosted Encryption. 6
3.3 Hosted Archive. 6
3.4 Hosted Archive Addl 1GB Storage. 6
4 Microsoft Dynamics CRM 4.0 Services (CRM) 7
4.1 Dynamics CRM 4.0 Deployments. 7
4.2 Dynamics CRM 4.0 Professional User 7
4.3 Dynamics CRM 4.0 Enterprise User 7
5 Windows SharePoint Services (WSS) 7
5.1 SharePoint Entry Level 7
5.2 SharePoint 1 Site Collection. 8
5.3 SharePoint 2 Site Collections. 8
5.4 SharePoint 5 site Collections. 8
5.5 SharePoint Web. 9
5.6 SharePoint additional 500MB Transfer 9
5.7 SharePoint additional 500MB Storage. 9
5.8 SharePoint Custom URL with SSL.. 10
6 Office Communications Server Services (OCS) 10
6.1 OCS Standard. 10
6.2 OCS Enterprise. 10
7 Utility Services (UTL) 11
7.1 Support Incident 11
7.2 Customer Directory Integration. 11
8 Custom Solutions. 11
1 Introduction
The Chinook Services Definitions contained in this document are incorporated by reference in other Chinook documents and shall be treated as an addendum to those documents provided, however, to the extent there is any conflict or inconsistency with the terms of these Chinook Services Definitions and the mutually agreed-upon terms of any Agreement, the terms of the applicable Agreement shall prevail.
Some Services may have prerequisites. A prerequisite is a requirement that some other Chinook Service must be consumed by the same customer in order to consume the Service to which the prerequisite applies.
2 Mail Services (MBX)
2.1 Basic web Access Exchange Mailbox
Prerequisites: None
Basic web Access Exchange Mailbox is a Subscription Service which allows users to access a hosted Exchange mailbox via a web interface (Outlook Web Access), the Post Office Protocol (POP) and the Internet Message Access Protocol (IMAP).
Users may store up to 500MB of data in their mailbox. As with other Chinook Exchange Mailbox services, additional storage capacity may be added through the consumption of other Services, such as Additional 500MB Storage, described below.
Like other Chinook Exchange Mailbox services, this Service includes mechanisms to minimize the likelihood that unsolicited commercial e-mail (SPAM) will enter the mailbox from the Internet. This Service also includes mechanisms to minimize the likelihood that viruses and other malicious software will enter the mailbox from the Internet, and remove such software if it is received or uploaded by the user.
2.2 Basic Exchange Mailbox
Prerequisites: None
Basic Exchange Mailbox is a Subscription Service which includes all of the features included in the Basic web Access Exchange Mailbox service. In addition, this Service allows the User to share their calendar and contacts with other Users including free/busy times, and to arrange group meetings. In addition, this Service allows the User to download and use a copy of Microsoft Outlook 2007 to access their mailbox using the MAPI protocol.
Users may store up to 500MB of data in their mailbox. As with other Chinook Exchange Mailbox services, additional storage capacity may be added through the consumption of other Services, such as Additional 500MB Storage , described below.
Like other Chinook Exchange Mailbox services, this Service includes mechanisms to minimize the likelihood that unsolicited commercial e-mail (SPAM) will enter the mailbox from the Internet. This Service also includes mechanisms to minimize the likelihood that viruses and other malicious software will enter the mailbox from the Internet, and remove such software if it is received or uploaded by the user.
2.3 Standard Web Access Exchange Mailbox
Prerequisites: None
Standard Web Access Exchange Mailbox is a Subscription Service which includes all of the features included in the Basic web Access Exchange Mailbox service. In addition, users may synchronize their calendar, e-mail and contact items to a mobile device using the ActiveSync protocol.
Users may store up to 500MB of data in their mailbox. As with other Chinook Exchange Mailbox services, additional storage capacity may be added through the consumption of other Services, such as Additional 500MB Storage, described below.
Like other Chinook Exchange Mailbox services, this Service includes mechanisms to minimize the likelihood that unsolicited commercial e-mail (SPAM) will enter the mailbox from the Internet. This Service also includes mechanisms to minimize the likelihood that viruses and other malicious software will enter the mailbox from the Internet, and remove such software if it is received or uploaded by the user.
2.4 Standard Exchange Mailbox
Prerequisites: None
Standard Exchange Mailbox is a Subscription Service which includes all of the features included in the Standard Web Access Exchange Mailbox service. In addition, this Service allows the User to download and use a copy of Microsoft Outlook 2007 to access their mailbox using the MAPI protocol.
Users may store up to 5GB of data in their mailbox. As with other Chinook, additional storage capacity may be added through the consumption of other Services, such as Additional 500MB Storage, described below.
Like other Chinook Exchange Mailbox services, this Service includes mechanisms to minimize the likelihood that unsolicited commercial e-mail (SPAM) will enter the mailbox from the Internet. This Service also includes mechanisms to minimize the likelihood that viruses and other malicious software will enter the mailbox from the Internet, and remove such software if it is received or uploaded by the user.
2.5 Premium Web Access Exchange Mailbox
Prerequisites: None
Premium Web Access Exchange Mailbox is a Subscription Service which includes all of the features included in the Standard Web Access Exchange Mailbox service. In addition, users with access to a compatible, appropriately-configured IP-enabled telephone switch or gateway, they can receive e-mail and voicemail in their mailbox, and can retrieve e-mail and voicemail from any standard telephone.
Users may store up to 1GB of data in their mailbox. As with other Chinook Exchange Mailbox services, additional storage capacity may be added through the consumption of other Services, such as Additional 500MB Storage, described below.
Like other Chinook Exchange Mailbox services, this Service includes mechanisms to minimize the likelihood that unsolicited commercial e-mail (SPAM) will enter the mailbox from the Internet. This Service also includes mechanisms to minimize the likelihood that viruses and other malicious software will enter the mailbox from the Internet, and remove such software if it is received or uploaded by the user.
2.6 Premium Exchange Mailbox
Prerequisites: None
Premium Exchange Mailbox is a Subscription Service which includes all of the features included in the Premium Web Access Exchange Mailbox service. In addition, this Service allows the User to download and use a copy of Microsoft Outlook 2007 to access their mailbox using the MAPI protocol.
Users may store up to 2GB of data in their mailbox. As with other Chinook Exchange Mailbox services, additional storage capacity may be added through the consumption of other Services, such as Additional 500MB Storage, described below.
Like other Chinook Exchange Mailbox services, this Service includes mechanisms to minimize the likelihood that unsolicited commercial e-mail (SPAM) will enter the mailbox from the Internet. This Service also includes mechanisms to minimize the likelihood that viruses and other malicious software will enter the mailbox from the Internet, and remove such software if it is received or uploaded by the user.
2.7 Additional 500MB Storage
Prerequisites: The User must consume any one of the Exchange mailbox services.
Additional 500MB Storage is a Subscription Service that increases the storage capacity of a User’s mailbox by 500 megabytes.
2.8 Additional Mail Domain
Prerequisites: The Customer must consume any one or more of the Exchange mailbox services.
Additional Mail Domain is a Subscription Service which allows any or all of a Customer’s Users to receive mail sent to an additional SMTP domain.
2.9 Blackberry Integration
Prerequisites: The User must consume any one of the Exchange mailbox services.
Users are provided with a Blackberry Enterprise Server account enabling them to synchronize email, calendar and contact items with a Blackberry device.
3 Microsoft Exchange Hosted Services (EHS)
Microsoft Exchange Hosted Services are hosted by Microsoft and integrated with your hosted Mail Services (MBX).
3.1 Customizeable Mail Filtering
Prerequisites: The User must consume any one of the Exchange mailbox services. All users in a customer organization must consume this service if any one user consumes the service.
Customizeable Mail Filtering is a Subscription Service which redirects all mail sent to or from a given e-mail domain through Microsoft’s Hosted Exchange Services infrastructure. Users are provided with a web-based system for creating customized SPAM and virus filters, as well as customized reports on mail flow and filtering.
3.2 Hosted Encryption
Prerequisites: All of the Customer’s Exchange Mailbox services Users must consume the Customizeable Mail Filtering Service in order for any one User to consume this Service.
Hosted Encryption is a Subscription Service which allows the User to encrypt e-mail sent from their hosted mailbox to any SMTP recipient. The Service provides a facility whereby the recipient may be securely authenticated and have the e-mail decrypted without installing any software. This service is designed to help Customers manage compliance with security and privacy requirements such as HIPAA and Gramm-Leach-Bliley.
3.3 Hosted Archive
Prerequisites: All of the Customer’s Exchange Mailbox services Users must consume the Customizeable Mail Filtering Service in order for any one User to consume this Service.
Hosted Archive is a Subscription Service which copies all mail sent to and from a User’s hosted mailbox to a web-based archive, and provides a web interface for searching and retrieving that e-mail. This service is designed to help Customers manage compliance with corporate control requirements such as Sarbanes-Oxley. Up to 3.6 gigabytes of data may be stored by each user for as long as they consume the service. Access to additional storage may be obtained by consuming the Hosted Archive Addl 1GB Storage Service.
3.4 Hosted Archive Addl 1GB Storage
Prerequisites: The User must consume the Hosted Archive Service.
Hosted Archive Addl 1GB Storage is a Subscription Service which allows a user to store an additional one gigabyte of data in their Hosted Archive.
4 Microsoft Dynamics CRM 4.0 Services (CRM)
4.1 Dynamics CRM 4.0 Deployments
Prerequisites: None
Dynamics CRM 4.0 Deployment is a Subscription Service which provides an deployment of of Microsoft Dynamics CRM 4.0 on a shared server or servers. This Service in and of itself provides not access to the server. Direct access to the server is provided to Users through the Dynamics CRM 4.0 Professional User and/or Dynamics CRM 4.0 Enterprise User Services. The Dynamics CRM 4.0 Deployment service may be used by as many users of the Dynamics CRM 4.0 Professional User and/or Dynamics CRM 4.0 Enterprise User Services as purchased by the Customer.
4.2 Dynamics CRM 4.0 Professional User
Prerequisites: The Customer must consume the Dynamics CRM 4.0 Deployment Service.
Dynamics CRM 4.0 Professional User is a Subscription Service which provides a single User access to a Dynamics CRM 4.0 Deployment through the Microsoft CRM Professional web client.
4.3 Dynamics CRM 4.0 Enterprise User
Prerequisites: The Customer must consume the Dynamics CRM 4.0 Deployment Service and the User must also have a license to use Microsoft Outlook 2007. This license may be obtained independently by the User, or through the purchase of one of the Mail Services
Dynamics CRM 4.0 Enterprise User is a Subscription Service which provides the installation media for and use of the Microsoft Dynamics CRM 4.0 Enterprise client. This client permits the user to create, store and retrieve CRM data on their PC and synchronize it with data stored with the Dynamics CRM 4.0 Deployment Service.
5 Windows SharePoint Services (WSS)
5.1 SharePoint Entry Level
Prerequisites: None
SharePoint Entry Level is a Subscription Service which allows a Customer Administrator User to create and use, and Users to use Windows SharePoint Services sites.
One site collection may be created with a custom URL, with any number of sub-sites may be created using the same base URL.
Up to 10 named user accounts may be granted access to the SharePoint site(s).
Up to 1.5GB of data may be stored on the site.
Regardless of the amount of data stored on SharePoint, a maximum aggregate of 3 gigabytes of data may be transferred to and/or from the hosted Services by the Customer. A Customer may increase this amount by consuming the SharePoint additional 500MB Storage Service.
5.2 SharePoint 1 Site Collection
Prerequisites: None
SharePoint 1 Site Collection is a Subscription Service which allows a Customer Administrator User to create and use, and Users to use Windows SharePoint Services sites.
One site collection may be created with a custom URL, with any number of sub-sites may be created using the same base URL.
Up to 50 named user accounts may be granted access to the SharePoint site(s).
Up to 3GB of data may be stored on the site. A Customer may increase this amount by consuming the SharePoint additional 500MB Storage service.
Regardless of the amount of data stored on SharePoint, a maximum aggregate of 3 gigabytes of data may be transferred to and/or from the hosted Services by the Customer. A Customer may increase this amount by consuming the SharePoint additional 500MB Storage Service.
5.3 SharePoint 2 Site Collections
Prerequisites: None
SharePoint 2 Site Collections is a Subscription Service which allows a Customer Administrator User to create and use, and Users to use Windows SharePoint Services sites.
Up to 2 site collections may be created with custom URLs, with any number of sub-sites may be created using the same base URLs.
Up to 100 named user accounts may be granted access to the SharePoint site(s).
Up to 3GB of data may be stored on the site. A Customer may increase this amount by consuming the SharePoint additional 500MB Storage service.
Regardless of the amount of data stored on SharePoint, a maximum aggregate of 3 gigabytes of data may be transferred to and/or from the hosted Services by the Customer. A Customer may increase this amount by consuming the SharePoint additional 500MB Storage Service.
5.4 SharePoint 5 site Collections
Prerequisites: None
SharePoint 5 site Collections is a Subscription Service which allows a Customer Administrator User to create and use, and Users to use Windows SharePoint Services sites.
Up to 5 site collections may be created with custom URLs, with any number of sub-sites may be created using the same base URLs.
An unlimited number of named user accounts may be granted access to the SharePoint site(s).
Up to 3GB of data may be stored on the site. A Customer may increase this amount by consuming the SharePoint additional 500MB Storage service.
Regardless of the amount of data stored on SharePoint, a maximum aggregate of 3 gigabytes of data may be transferred to and/or from the hosted Services by the Customer. A Customer may increase this amount by consuming the SharePoint additional 500MB Storage Service.
5.5 SharePoint Web
Prerequisites: None
SharePoint Web is a Subscription Service which allows a Customer Administrator User to create and use, and Users to use Windows SharePoint Services sites.
One site collection may be created with a custom URL, with any number of sub-sites may be created using the same base URL.
Up to 5 named user accounts may be granted access to the SharePoint site(s). By default, anonymous access is also allowed to the site.
Up to 1.5GB of data may be stored on the site. A Customer may increase this amount by consuming the SharePoint additional 500MB Storage service.
Regardless of the amount of data stored on SharePoint, a maximum aggregate of 3 gigabytes of data may be transferred to and/or from the hosted Services by the Customer. A Customer may increase this amount by consuming the SharePoint additional 500MB Storage Service.
5.6 SharePoint additional 500MB Transfer
Prerequisites: A Customer must consume one of the SharePoint Web or SharePoint Site Collection services.
SharePoint additional 500MB Transfer is a Subscription Service which allows a Customer’s SharePoint users in aggregate to transfer an additional 500 megabytes of data to and/or from their hosted SharePoint sites.
5.7 SharePoint additional 500MB Storage
Prerequisites: A Customer must consume one of the SharePoint Web or SharePoint Site Collection services.
SharePoint additional 500MB Storage is a Subscription Service which allows a Customer’s SharePoint users in aggregate to store an additional 500 megabytes of data to on their hosted SharePoint sites.
5.8 SharePoint Custom URL with SSL
Prerequisites: A Customer must consume one of the SharePoint Web or SharePoint Site Collection services.
SharePoint Custom URL with SSL is a Subscription Service which provides a private URL with secure sockets layer (SSL) encryption of traffic to and from the site. This requires that the Customer provide a suitable SSL certificate to enable the encryption.
6 Office Communications Server Services (OCS)
6.1 OCS Standard
Prerequisites: None
OCS Standard is a Subscription Service which allows users to access a hosted Office Communications Server (OCS) account through the use of the Office Communicator client application available for Windows XP, Windows Vista, Windows Mobile 5 and Windows Mobile 6.
Subscribers to this service may use the following features of OCS:
- All Instant Messaging functionality;
- All Presence functionality; and
- All Group Chat functionality.
6.2 OCS Enterprise
Prerequisites: None
OCS Enterprise is a Subscription Service which allows users to access a hosted Office Communications Server (OCS) account through the use of the Office Communicator client application available for Windows XP, Windows Vista, Windows Mobile 5 and Windows Mobile 6.
Subscribers to this service may use all of the features provided by the OCS Standard service, plus the following features of OCS:
- All Call Management functionality;
- All Web Conferencing functionality;
- All Audio Conferencing functionality;
- All Desktop Sharing functionality; and
- All Speech Server functionality.
7 Utility Services (UTL)
7.1 Support Incident
Prerequisites: None
A Support Incident is an Optional Reseller Service provided to resolve a single problem affecting a Reseller's, Customer’s or User’s use of a Chinook Service, but not originating within the Chinook Service. A single problem is one that cannot be broken down into subordinate issues. If a problem consists of subordinate issues, each shall require a separate Support Incident.
Commercially-reasonable efforts will be made to resolve or identify a solution to the reported problem. If a Support Incident is requested to resolve a problem that is later determined by Chinook to have originated within a Chinook Service, Chinook will make commercially-reasonable efforts to resolve the problem without charging the Reseller for a Support Incident.
A Reseller may open a Support Incident on behalf of a customer, but the Service is provided by Chinook to the Reseller. The Customer may communicate with Chinook via a conference call including the Reseller and Chinook in order to participate in resolving the problem, but the Reseller must participate in all such communication. At no time will Chinook communicate with a Customer without the direct involvement of the Reseller in the course of a Support Incident.
7.2 Customer Directory Integration
Prerequisites: The Customer must consume any other Subscription Service.
In addition to Prerequisites stated above, this Service requires specific configuration of the Customer’s Windows 2003 Active Directory domain and networks. The Customer may engage Chinook, their Reseller or a third party to make these configurations.
Customer Directory Integration is a Subscription Service which allows passwords to be synchronized between a Customer’s Windows 2003 domain and Chinook Services. When Users log into Chinook Services, they manually enter the same username and password used with their existing Windows 2003 domain.
8 Custom Solutions
Prerequisites: Varies
Custom Solutions are developed by Chinook in consultation with Resellers. By their nature, Custom Solutions are designed to meet individual customer needs. Those needs may place a greater or lesser emphasis on availability than other Chinook Services.
Custom Solutions may be designed to address a wide variety of functions. In order to define Availability for the purposes of the Service Level Agreement (SLA), the Reseller will provide Chinook with a series of tests (Proposed Custom Solution Availability Test) that can be performed by Chinook staff in less than 15 minutes. Chinook may reject the Proposed Custom Solution Availability Test if Chinook believes the tests are not feasible to conduct, or that they do not represent the intended function of the Custom Solution. Once Chinook accepts the Proposed Custom Solution Test it becomes the Custom Solution Test. Once Chinook performs the Custom Solution Test and the test passes without errors, the Service Level Agreement (SLA) takes effect.
Custom Solutions may place emphasis on the Reseller’s or Customer’s ability to modify or otherwise control the solution. In such cases, the Custom Solution may be placed temporarily in the control of the Reseller or Customer, at the Reseller’s or Customer’s request. Once that request is granted, and until control is accepted back by Chinook Hosting, the Custom Solution is considered to be Available for the purposes of the Service Level Agreement (SLA).
Custom Solutions may also place emphasis on low cost at the expense of availability. Custom Solutions meeting Chinook’s requirements for high-availability operation will be identified as High-Availability Custom Solutions. Custom Solutions not meeting the requirements of High-Availability Custom Solutions will be identified as Standard Availability Custom Solutions. For Standard Availability Custom Solutions, time between when a problem causing an interruption of Availability is diagnosed and when Availability is restored will be considered Maintenance time for the purposes of the SLA.
Chinook reserves the right to apply appropriate Microsoft and hardware vendor software updates during regular maintenance windows and in response to urgent advisories from Microsoft and other key vendors. When such software updates are to be applied, the applicable Custom Solution Test will be performed before the updates are applied. If they fail, Chinook will work with the Reseller to restore availability of the Custom Solution. If the Custom Solution Test passes, the updates will be applied and the Custom Solution Test repeated. If the Custom Solution Test fails after the updates are applied, the Custom Solution is considered to be undergoing Maintenance until compatibility between the update(s) and the Custom Solution can be achieved.