Arkadin Total Connect Service...

Arkadin Total Connect for Office 365 Private Cloud White Paper


TABLE OF CONTENTS

UNIFIED COMMUNICATIONS OVERVIEW ............................................................................... 4 The Need for Integrated Phone, Mail, Conferencing, Contacts, and Collaboration ................................................. 4

Why Arkadin? ............................................................................................................................................................ 5

Core Benefits of Partnering with Arkadin ............................................................................................................. 6

Introducing Arkadin Total Connect ........................................................................................................................... 7

Why Total Connect Private Cloud? ..................................................................................................................... 10

Total Connect for Office 365 Services ................................................................................................................. 10

Total Connect Options ........................................................................................................................................ 15

Self-Care Portal ................................................................................................................................................... 16

Professional Services ........................................................................................................................................... 16

Licensing .............................................................................................................................................................. 16

ARKADIN’S PLATFORM AND INFRASTRUCTURE ................................................................ 18 Solution Architecture .............................................................................................................................................. 18

Service Coverage ..................................................................................................................................................... 19

Data Centers ............................................................................................................................................................ 19

Regional Data Center Characteristics .................................................................................................................. 19

Data Backup Policies ........................................................................................................................................... 20

Limitations and Exclusions .................................................................................................................................. 21

Data Recovery Policies ........................................................................................................................................ 21

Data Sovereignty ................................................................................................................................................. 21

Service Commitments ......................................................................................................................................... 21

SIP Trunking............................................................................................................................................................. 23

Telephony................................................................................................................................................................ 23

Network .................................................................................................................................................................. 23

Active Directory Integration .................................................................................................................................... 24

AD Synchronization Requirements ..................................................................................................................... 24

Data Protection and Retention Policies .................................................................................................................. 25

Data Recovery ..................................................................................................................................................... 25

ONBOARDING AND MIGRATION ............................................................................................ 27 Onboarding Process Overview ................................................................................................................................ 27

Create Office 365 Account and Private Cloud Phase .......................................................................................... 27

Gather Customer Information Phase .................................................................................................................. 28

Create User Accounts Phase ............................................................................................................................... 28


Configure User Accounts Phase .......................................................................................................................... 28

Conduct Training Phase ...................................................................................................................................... 28

Coordinate Service Activation Phase .................................................................................................................. 29

CUSTOMER SUPPORT ........................................................................................................... 30 Support Tiers ........................................................................................................................................................... 30

Tier 1 Support ...................................................................................................................................................... 30

Tier 2 Support ...................................................................................................................................................... 32

Issue Severity .......................................................................................................................................................... 33

PREREQUISITES ..................................................................................................................... 34 Software Requirements .......................................................................................................................................... 34

Telephony and Messaging Clients ....................................................................................................................... 34

Email Clients ........................................................................................................................................................ 34

Hardware Requirements ......................................................................................................................................... 34

Network Requirements ........................................................................................................................................... 34

Exchange ............................................................................................................................................................. 34

Lync ..................................................................................................................................................................... 35

GLOSSARY .............................................................................................................................. 36

ABOUT ARKADIN ..................................................................................................................... 38

ABOUT NTT .............................................................................................................................. 38


UNIFIED COMMUNICATIONS OVERVIEW

The Need for Integrated Phone, Mail, Conferencing, Contacts, and Collaboration Communication has always been the lifeblood of business, but the digital revolution is changing how organizations communicate today. Although telephone calls and email messages still form the core means of communication, traditional PBX phone systems and desktop-based email programs no longer provide the features that a modern mobile workforce demands.

People need to access business-critical information on their own devices and not be bound to their desks to perform their tasks. They need easy-to-use apps that simplify how they connect to--and collaborate with--their peers, regardless of the type of device. Instant messaging, conference calls, and web conferencing with video are also extremely important.

These demands for new communication technologies are placing significant pressure on IT departments. Each new server installed in the company’s data center and every additional app that is pushed out to employees’ devices translates to increased administrative overhead, additional licensing and hardware costs, and reduced end user productivity due to lengthy learning curves.

What businesses need is a means to integrate all these different types of business communications together. Imagine the productivity benefits of offering employees a unified communications (UC) experience that seamlessly blends phone, mail, conferencing, contacts, and collaboration features into an intuitive user experience that can be accessed as easily on a tablet or smartphone as on the desktop.

Of course, most organizations recognize the need to integrate their communications tools, but the cost associated with developing custom solutions, or purchasing sufficient hardware, licensing third-party solutions, and burdening IT with additional maintenance cycles can be prohibitive. But what if a business could adopt a fully integrated communications solution without incurring any up-front costs? Office productivity tools such as Microsoft’s Office 365 are already offered through the cloud, giving workers access to familiar tools that enable them to work on virtually any device from any location; what if there were a similar solution for UC phone and conferencing?

Enter Arkadin. By leveraging the power of the cloud, Arkadin is able to provide organizations a fully integrated UC solution that is offered as a service, known as Unified Communications as a Service (UCaaS). In this model, Arkadin hosts and manages the technology in the cloud, giving the customer all the power of UC while simultaneously freeing them from the burden of maintenance, server hardware costs, and up-front licensing fees.

Unified Communications (also known as UC) is the concept of bundling all an organization’s business communications together into a single solution, integrating telephony features such as phone calling and web conferencing with email messages and instant messages. Unified Communications as a Service (also known as UCaaS) describes a Unified Communications solution that is offered as a cloud-based service from a trusted partner.


Why Arkadin? Arkadin is the global collaborations and Microsoft cloud-hosting arm of NTT. We have focused on hosting the Microsoft productivity stack from the cloud, including Exchange, Lync/Office Communications Server, SharePoint, and Dynamics CRM for as long as these products and markets have existed. Our developers and engineers helped Microsoft craft multi-tenant versions of Lync (and its predecessor applications) and Exchange, and then launch Office 365 (then known as the Business Productivity Online Suite, or BPOS). We were sent by Microsoft to key syndicated partners to enable their infrastructures for multi-tenancy. We have deep experience deploying, provisioning, and managing enterprise-scale infrastructures.

Our proven history of migrating people to Microsoft’s Unified Communications platform (which includes Lync and Exchange) is reflected in our successful transition of more than 13 million customer mailboxes with no disruption to business operations.

Arkadin is the world’s expert in bringing voice to Lync, and bringing Lync with voice to Microsoft Office 365. Arkadin can make this claim because of the following:

Experience: We have the most experience in delivering Lync with voice to the cloud;

Expertise: Because of this experience, we have the expertise to run the infrastructure and software, enabling services; and delivering and supporting these services from the cloud; and

Exceeding expectations: Our expertise ensures that we have the best track record in meeting our SLAs and ensuring that customers receive the industry’s best service.

Microsoft is leading businesses of all sizes to the cloud with their Office 365 offering. Our Cloud Solutions Provider (CSP) partnership with Microsoft means you can leverage your investment in Office productivity tools and greatly enhance their value by adding phone and conferencing capabilities. Bringing telephony capabilities to Office 365 means that employees can enhance their productivity by using a familiar set of Office products that are already used on a daily basis.

NTT is the world’s largest telecom —larger than AT&T and Verizon, and is the 32nd largest company in the world. With $128B in revenue, NTT offers its customers a major infrastructure backbone, including world-wide data centers, data networks, and PSTN networks. Companies of all sizes—from SMBs up to large enterprises—can be assured that our hosted Unified Communications solutions are supported by companies with financial strength and global reach to deliver best-in-class services today and in to the future.

Arkadin’s partnership with NTT and Microsoft means that our customers can depend on the industry experts who have a proven track record of delivering UC services and exceeding expectations.


Core Benefits of Partnering with Arkadin The following table lists several important benefits that an organization can gain by adopting Arkadin’s UCaaS solution.

Communications Challenges Arkadin’s UCaaS Solution

Aging phone system (PBX)has limited functionality, difficult to replace hardware, and expensive to enhance or replace with a new PBX system

Workers can get telephony features including phone, conferencing, and more integrated with their Office 365 account.

High cost of third-party conferencing services

Arkadin integrates PSTN audio conferencing into its Total Connect for Office 365 solution, offering an improved user experience at a fixed monthly price.

Overburdened IT team falling behind on maintaining servers and hardware

Receiving the solution as a hosted service means your IT team has no management workload, and therefore can be reallocated to more strategic initiatives.

Only partial backups and not enough hardware to support true Disaster Recovery

Arkadin utilizes multiple state-of-the art data centers that support Disaster Recovery and minimize the risk of a service outage.

No corporate standard for instant messaging and presence (IM/P); workforce has a haphazard collection of different apps that are difficult to support and integrate.

Arkadin integrates with Microsoft Office 365, enabling workers to benefit from using familiar productivity tools, and sets a corporate standard for IM/P that is easy to manage.

Limited access to email, IM, and other business-critical communications

Arkadin’s cloud-based platform supports a mobile workforce wherever they can connect to the internet across multiple OS

Using a number of different technologies that don’t integrate easily with the Cloud and reduce productivity with unintuitive UI

Arkadin’s cloud platform is built on Microsoft’s industry-leading infrastructure that is purpose-built for the cloud and is designed to interoperate seamlessly.

Concern about the cost associated with purchasing new hardware and software

Arkadin’s per-user, per service monthly billing enables you to pay only for what you use.


Traditional scaling efforts require major investments in hardware, software, and IT time

Cloud-based platform supports rapid deployment and almost instant scalability.

In essence, partnering with Arkadin enables you to have the best-of-breed technology, service, and support for the industry’s leading UC solution.

Introducing Arkadin Total Connect Arkadin Total Connect is Arkadin’s next-generation hosted UC solution for businesses. Built with Microsoft technologies and delivered from a private cloud, Total Connect provides a simple, consistent interface that empowers your workforce to collaborate the way they want to via instant message, email, phone call, or audio, video, and web conferencing.

Figure 1. Arkadin Total Connect delivers integrated phone, conferencing, messaging, and collaboration capabilities to desktop systems and mobile devices.

Because different businesses have unique requirements, Arkadin offers a suite of Total Connect solutions that enables us to cater to each organization’s unique communications requirements:

Total Connect for Office 365: Arkadin Total Connect for Office 365 offers a business-class phone system with PSTN audio conferencing that integrates with your existing Microsoft Office 365 subscription, with the benefit of a cloud-based deployment. Allow your stakeholders to collaborate leveraging full telephony capabilities, and reduce your

Arkadin Total Connect is Arkadin’s suite of cloud-based UC solutions that converge voice and IT.

Arkadin Total Connect for Office 365 is our solution that integrates Arkadin’s hosted telephony with a customer’s Microsoft Office 365 account. By bundling these services together, workers can access premium telephony features within familiar Microsoft Office apps.


costs of traditional conferencing with VoIP.

Figure 2. Arkadin Total Connect for Office 365 integrates Arkadin’s PSTN telephony and audio conferencing solution with your Office 365 environment.

Total Connect Pro: An all-inclusive package of unified communications services based on Hosted Lync and Hosted Exchange that are all managed in the cloud by Arkadin.

Figure 3. Arkadin Total Connect Pro provides an all-in-one package of UC services hosted by Arkadin.


Total Connect Expansion: Ideal for companies looking to extend the

reach of their on-premises Lync environments by implementing Lync Hybrid, where Arkadin integrates your on-premises Lync environment with Arkadin’s hosted Lync environment.

Figure 4. Total Connect Lync Expansion helps companies extend the reach of their on-premises Lync environment.

Total Connect Custom: Allows companies to purchase a la carte Lync services, such as Lync Enterprise with PSTN-enabled conferencing, or for building out systems where some users have full phone systems with Total Connect, and others might only need stand-alone Lync or Exchange.

Figure 5. Total Connect Custom allows companies to purchase Lync services in an a la carte fashion.


Why Total Connect Private Cloud? The first question you should ask yourself is, why put anything into the cloud? These benefits are well documented and exemplified by the number of different types of solutions that are now cloud-based, including PBX and conferencing solutions, CRM systems, office productivity technologies, hosted business-class email systems, and more. In essence, a cloud-based service provides global access, greater scalability, and reduced operational costs.

Now, consider a private cloud, which by definition is a virtual environment that is built solely for a single customer and customized to that organization’s unique needs.

Offering Arkadin Total Connect for Office 365 in a dedicated, private cloud enables us to deliver every feature that traditional PBX and other on-premises solutions deliver, plus more: our private cloud environment supports rapid deployment, is highly scalable, and integrates and leverages the investment you’ve made with Microsoft Office 365 technologies. Moreover, because the private cloud is built for a single customer, Arkadin can work with the customer to have direct input on maintenance schedules and deliver a higher level of system integration that caters to the customer’s business requirements.

Figure 6. The benefits of Total Connect in a private cloud

Total Connect for Office 365 Services Total Connect for Office 365 integrates a customer’s Microsoft Office 365 office productivity environment with business-class telephony and conferencing features.

A private cloud describes a hosted cloud—a virtual environment—that is built solely for the use of a single organization. This dedicated environment enables Arkadin to customize aspects of the solution to better fit the customer’s needs.


Figure 7. What Total Connect for Office 365 offers.

We integrate three applications together to enable a Microsoft-based PBX and PSTN Conferencing solution: Lync, Exchange, and a call plan from a carrier. This section provides more detail on what each service within Total Connect for Office 365 provides.


Lync

Figure 8. Lync offers business-class phone and telephony, plus real-time communication, including audio, video, and web conferencing.

Overview Microsoft Lync is an enterprise-ready unified communications platform. Lync connects people everywhere, including mobile devices, as part of their everyday productivity. Lync provides a consistent, single client experience for presence, instant messaging, voice, video and a great meeting experience. Lync users can connect to anyone on Skype, enabling rich communication with hundreds of millions of people around the world.

Hosted Lync describes using Lync as a service that is hosted by Arkadin. Hosted Lync with voice is less expensive than an on premise PBX or Lync server – particularly for smaller organizations – while offering the same business-grade features that all organizations should employ. Moreover, a cloud-based solution will enable IT and other in-house staff to spend their time on activities that can provide more value to the organization, thereby reducing the opportunity cost associated with using in-house staff members for telephony management.

Features

Get real-time presence information—including photos, availability status, and location—and enhanced instant messaging (IM) to connect efficiently and effectively.

Make voice calls through your computer to other Lync or users in your organization or in other organizations that use Lync.

Create, moderate, and join pre-planned and on-the-fly audio, video, and web meetings with people inside and outside your organization.


Enhance online presentations with screen-sharing and virtual whiteboards.

Let customers participate in your Lync conference calls even if they are not Office 365 or Lync Online customers by dialing into PSTN-enabled audio conference service, or utilize the web app.

Arkadin also offers Clarity Connect. This contact center solution adds robust call center functionality natively to Lync without requiring any software to be loaded for agents, supervisors, or for any management functionality

Exchange

Figure 9. Exchange provides business-class email, calendar, and contacts. It also delivers many of the PBX features in Total Connect for Office 365, including auto attendant, voice mail and subscriber access.

Overview Get business voicemail, email, calendar, contacts, and calendar invites delivered on your PC, phone, and browser. With a simplified approach to high availability and disaster recovery, achieve new levels of reliability and reduce complexity, while protecting sensitive and confidential information.

Hosted Exchange describes using Exchange as a service that is hosted by Arkadin. With Hosted Exchange, companies get the benefit of best-in-breed email and calendaring as a service, providing advanced security and reliability to help protect information without the system maintenance hassle.

Features

Maintain the latest defenses against malware and spam with a service that handles hundreds of millions of messages around the


world every day and is updated to address new malware and spam threats quickly.

Data Loss Prevention (DLP) capabilities prevent users from mistakenly sending sensitive information to unauthorized people, while informing them of internal compliance policies.

Safeguard your data by hosting it in geographically distributed data centers, with continuous data backup, premier disaster recovery capabilities, and a team of security experts monitoring Exchange Online around the clock.

Deliver reliability, availability, and performance with guaranteed 99.9% uptime, and a financially-backed service level agreement.

Arkadin Total Connect Call Plan The third component of the Total Connect for Office 365 PBX is the call plan provided by Arkadin in conjunction with its world-class carrier partners, including Level 3 and Voxbone. Arkadin provides your call plans, and does everything from porting numbers to billing. Our services include:

Number porting

DID sourcing

E911 service

Directory listing

Caller ID

Caller ID masking

ACD

IVR development

Arkadin enables you to not only outsource the underlying Microsoft technology to experts, but the telephony and carrier aspects are handled by experts with economies of scale as well. Your hosted Lync-based PBX will connect to the PSTN network via world class carriers and SIP trunk providers.


Figure 10. Arkadin Telephony delivers enterprise-class telephony that can replace your aging PBX system.

Total Connect Options

Active Directory Synchronization Total Connect uses the ExtendASP EPS Provisioning system to provide customers with full Active Directory (AD) synchronization between their local AD environments and Total Connect.

AD sync is on a per-company basis, but can have a one-to-many relationship with AD servers. This means that if a company has four locations, and each location has its own AD server, all four can be synced to that single company. It will synchronize contacts, users and groups, and it can be synced on a timer basis. You can decide how often the sync will occur, every 5 minutes or every 24 hours (or anything you choose).

Federation Federation describes configuring two different environments (such as Microsoft Office 365 and Arkadin Total Connect) to more easily communicate and collaborate. Federation can be done at the Lync, AD, or Exchange level.

Lync federation lets you communicate faster and more effectively with other Lync users outside your organization, such as partners, suppliers, customers, or vendors.

When enabled, Lync federation allows you to:

Add users from other organizations to your Contacts list.

Send instant messages to your federated contacts.

Invite contacts to audio calls, video calls, or conferences.

View Exchange presence information.


Escalate person-to-person instant messages to multi-person conferences.

Note: Enabling Lync federation requires additional configuration beyond the simple provisioning of the tenant account. The additional configuration required depends upon the type of federation that is desired.

Hybrid integration Hybrid integration is a process by which two different environments are integrated together to act as a single entity.

Hybrid integration is an excellent method to bring scalability to your UC solution, and is ideally suited for companies looking to extend the reach of their existing on-premises UC deployment with a hosted solution. For example, an organization’s on-premises Lync environment can be integrated with Hosted Lync in the company’s Office 365 environment.

Self-Care Portal Service Enablement

Service Management

Mini screen shots

Professional Services Arkadin’s Professional Services help our customers get ready to go to the cloud, including network assessment, security evaluation, technical administration training, and other aspects to ensure readiness.

For each engagement, we offer end to end project management, regular project scheduling, status tracking, and customized solution design to cater to each customer’s unique business needs. We also drive the complete migration & onboarding process to ensure a smooth transition.

Note: More details about the onboarding process are provided in this document’s ONBOARDING AND MIGRATION section.

Licensing Arkadin’s customers experience a flexible business-class solution with little to no up-front investment. As summarized in the following table, our pricing model is primarily based on services allocated per user. This gives an organization significant flexibility in scaling their services to match their evolving business needs and helps ensure that they only pay for what they use.

Service Monthly Account or Per-User Charge

One-Time Fee

Annual Renewal

Fee

Platform infrastructure X


Total Connect for Office 365 user licenses

X

AD Sync X

Platform infrastructure setup X

User setup X

Federation SAN certificate X

Number porting X

Office 365 telephony (UM) setup X

Email migration support X


ARKADIN’S PLATFORM AND INFRASTRUCTURE

In this section we describe the underlying platform and infrastructure that Arkadin has in place to support worldwide operations of Total Connect for Office 365.

Solution Architecture Arkadin maintains a global platform with global reach. We can disperse tools and place them closest to where your users are: North America, Europe, or Asia.

Arkadin Total Connect for Office 365 leverages the Exchange Online platform to deliver best in class email and Unified Messaging that is integrated with Arkadin’s Dedicated Hosted Lync Private Cloud utilizing the Microsoft Hybrid configuration. Fully supported and documented by Microsoft, this solution provides the optimal combination of features and capabilities in Lync Server 2015 enabled for Enterprise Voice.

As illustrated in Figure 11, Arkadin hosts the dedicated Lync infrastructure according to Microsoft best practices, and Lync is integrated with the Arkadin voice network and enabled for all carrier services and Enterprise Voice. The Lync infrastructure is integrated with Exchange Online for Unified Messaging, where all voicemails are recorded natively in Exchange Online.

Figure 11. A topology diagram illustrating how Arkadin Total Connect for Office 365 integrates with Office 365 and connects users anywhere they have an internet connection.


Service Coverage Need to build out the following graphical map that identifies locations of:

Telephony o

Conferencing services o

Figure 12. A map displaying the location of Arkadin's data centers, and the countries it services.

Data Centers Arkadin Total Connect for Office 365 service is hosted in data centers that are geographically dispersed to help ensure a high quality of service for real-time communication data.

Regional Data Center Characteristics The following tables summarize key characteristics of our data centers that support Total Connect for Office 365.

Paris Power

Electrical Capacity – 2 kVA/m2

UPS Configuration –

Ground floor: One 6x 500 kVA.

1st floor: One 4x 500 kVA.

2nd floor: Two 5x 500 kVA

UPS Topology – N+N distribution redundancy principal

# of Utility Feeders – Three EDF incoming utility suppliers (double feeds)

# of Power Transformers – Eight power transformers, five at 3000 kVA and three at 1000 kVA

Utility Voltage – 20 kV

Standby Power – Five 1600 kW

Cooling

Cooling Capacity – 1 kW/m² (3413 BTUH)

Cooling Plant – 192 CRACs units installed:

Ground Floor –2x 450 kwC, 2x 250 kwC and 1x 850 kwC

1st floor – 2x 560 kwC and 1x 850 kwC

2nd floor – 3x 850 kwC and 1x 670 kwC

Total – 9283 kWc (2639,58 Ton frigo) Interconnection

System – Underfloor cable system

Cross Connects – Single-Mode fiber, Multi-Mode fiber (62.5 and 50 micron), CAT5, CAT6, CAT5 (T1), and CAT3 (POTS)

Metro Connect Lambda – Extends choice and reach for carrier and network availability across metro areas offering


power transformers and four 1400 kW power transformers

Standby Power Config. – N+1

Lighting – Protected 500 Lux Security

Physical – Air lock

Human – 24x7 security guards

Electronic – 24x7 monitoring, CCTV, biometric palm scanner, photo ID access card and intruder alarm

Metro Connect Lambda

Equinix Internet Exchange™ – Central switch for public and private peering offering FastE, GigE and 10 GigE

Equinix Carrier Ethernet Exchange – Enables Ethernet Service Providers to interconnect to CENs and expand the reach of Ethernet services offering 1 Gig and 10 Gig

For more information about this data center, see http://en.equinix.cn/locations/france-colocation/paris-data-centers/pa2

Atlanta Power

Electrical Capacity – 2.4 kVA per cabinet

UPS Configuration – 4 x 125 kVA Parallel

Redundant (N+1)

Utility Feeders – 1

Power Transformers – 1

Utility Voltage – 0.48 kV

Standby Generators – 2 x 900 kW

Diesel Generators

Standby Power Config. – N+1 Security

Physical – Man Trap Entry

Human – Site Personnel / Security 8am–5pm

Electronic – CCTV and Recorders, Motion Detection, HID with Pin Readers

Cooling

Cooling Capacity – 2.4 kVA per cabinet (8,191 BTUH)

Cooling Plant – 136 Tons Evaporative

Cooled Refrigeration System (N) Interconnection

System – Overhead proprietary cable tray system with multi-tier ladder rack

Cross Connects – Single-Mode fiber, Multi-Mode fiber (62.5 and 50 micron), CAT5e (Ethernet), COAX, CAT5 (T1) and CAT3 (POTS)

Metro Connect – FastE, GigE and 10GigE

Equinix Internet Exchange™ – 100MB, GigE and 10GigE

For more information about this data center, see http://www.equinix.com/locations/united-states-colocation/atlanta-data-centers/at2.

Data Backup Policies Arkadin operates and maintains a data protection infrastructure to prevent loss of data and to permit timely restoration of services in the case of a disaster or catastrophic system failure. Details concerning our backup and retention practices are listed in the following table.

Table 1. Arkadin's Backup Frequencies and Retention Periods

Service Backup Type Backup Frequency

Backup Retention

Exchange server (DB) Full Every week 2 weeks

Exchange mailboxes data (DB)

Incremental Every 4 hours 3 weeks

Mailbox item retention

Exchange feature N/A 14 days

Exchange Client Access Server /

Full/Recovery Points Every week 2 weeks

http://en.equinix.cn/locations/france-colocation/paris-data-centers/pa2

http://www.equinix.com/locations/united-states-colocation/atlanta-data-centers/at2

http://www.equinix.com/locations/united-states-colocation/atlanta-data-centers/at2


FE

SQL DBs server (main & witness)

Full Every week 2 weeks

SQL DBs data (main & witness)

Incremental Every 60 minutes

7 days

All Lync roles (main only but all Edge)


Arkadin Audio Conferencing for Lync (main)


Provisioning & Monitoring (main)


Active Directory (main)

Full/Recovery Points Every 24 Hours 1 week

Reverse Proxy (main) Full/Recovery Points Every week 2 weeks

Physical hosts Full/Recovery Points Every week 2 weeks

Limitations and Exclusions Arkadin’s data protection infrastructure is NOT meant for the following purposes:

Maintaining a versioned history of data

Microsoft Exchange message level restores

Data Recovery Policies Arkadin has developed an entire set of Data Recovery mechanisms to ensure recovery of data up to 3 weeks.

Catastrophic System Failure: In the event of a catastrophic system failure, Arkadin will make commercially-reasonable efforts to restore the services in the shortest time possible with the most recent backup available.

Exchange Recovery: Because the Exchange service is a component of the Microsoft Office 365 environment, Microsoft manages backup and data recovery for its business-class email.

Data Sovereignty Arkadin places a great emphasis on ensuring that our customers’ data are regionally maintained and do not fall under jurisdiction from other regions. Data are not duplicated across regions to ensure their tenure in a safe legal harbor.

The Data Sovereignty laws applied coincide with the location of the specific Arkadin platforms.

Service Commitments As a service provider, Arkadin understands the importance of service level availability and reliability. We underwrite all our service offers with financially-backed service level agreements (SLAs) that we execute with every Total Connect for Office 365 private cloud customer.


We maintain clusters and redundant roles for all essential services and provide redundant network connectivity that helps Arkadin tolerate one, or in some cases two, simultaneous hardware failure(s) without incurring any service interruption.

Another example where Arkadin’s expertise and experience differentiates Arkadin as a service provider that can deliver on their high-availability commitments. Our uptime guarantee is 99.9%. From our current delivery platforms, we have outperformed this guaranteed uptime since launching Lync into production in 2010.

For more detailed information about Arkadin’s SLAs, see (link to paper). In this document, we address the following aspects of our service commitments:

Terms and conditions

Exclusions

Arkadin service definitions

Service level agreement coverage

Core service functionalities

Severity level definitions

Service availability

Mean time to restore

Service assurance

Order management

Service credits calculation


SIP Trunking SIP Trunking enables movement of media traffic between a telephone carrier and the Total Connect platform. By making a connection between Arkadin’s Lync platform to the public phone network, Total Connect customers are able to receive calls from anywhere in the world through Lync.

Arkadin has established relationships with 10 carriers internationally to route calls, acquire local/regional phone numbers, and perform other tasks critical to ensure proper functioning of your telephony services.

Our existing relationship with these carriers enables us to aggregate and centralize your phone contracts and route calls in to and out of any supported platform. This is a significant benefit to the customer, as they receive a single bill, and Arkadin handles all administration of the entire system.

Telephony Our platform supports the following telephony services and features:

Manage carrier relationships: Assists multi-national corporations to centrally manage an organization’s carrier relationship on their behalf.

Manage porting of existing phone numbers: We work with the customer to port numbers as required.

Order DIDs: Arkadin can acquire new phone numbers on an organization’s behalf.

DID masking: Allow outbound calls from an individual’s telephone appear to come from an organization’s primary phone number.

Endpoints: Arkadin can assist in acquisition and configuration of telephone devices, including headsets, desktop phones, and softphones.

Directory listing: When desired, Arkadin can assist with listing company numbers in relevant phone books.

Enhanced emergency telephone number calling: Arkadin supports sending additional metadata with an emergency call to provide better location information to the emergency responders.

Auto attendants and response groups: Supports automated attendants and response/hunt groups that route inbound calls to multiple agents to find an available agent.

Network Arkadin recognizes your need to access our services from the internet. We make every reasonable effort to provide quality internet connectivity. To that effect, Arkadin has high-speed connections to multiple providers from our data center facilities, enabling us to support highly available and redundant connectivity to our services from the internet.


MPLS: Organizations who require even higher performance can opt for Multiprotocol Label Switching (MPLS)--an optional dedicated connection from a customer site to the Arkadin data center. With MPLS, this dedicated connection is not subject to internet utilization. Arkadin can run QoS (Quality of Service) to ensure high quality phone audio, and video for web conferencing.

Active Directory Integration If you have a requirement to maintain password compliant regulation or simply do not want to maintain another set of users’ names and passwords, Active Directory Synchronization (AD Sync) is a solution that meets such requirements.

To implement AD Sync, a tool to that synchronizes users to the cloud, is installed and run on the customer’s Windows Server. There is an additional file that is installed on each of your domain controllers that captures user data and passwords.

The process to synchronize the user/data is:

1. The utility sends the data to the control panel remote engine that is running on your network.

2. Data is securely encrypted and sent to our cloud control panel. 3. Users are created on the hosted platform. 4. Services are provisioned from the control panel.

Figure 13. Active Directory Synchronization.

AD Synchronization Requirements In order to support AD synchronization, the following requirements must be met:

Active

Directory

Customer on prem network

Internet

PROVENG01

AD01

AD02

Customer Private Cloud

Provisioning

EngineSQL

Express

Lync FE

Exch CAS


A Windows 2008 (or later) Server that is joined to your local domain

A firewall route to allow bi-directional access to and from the hosted platform

Two security groups and two service accounts on the local domain

Provide Arkadin with remote access to the Windows server for installation and for engine upgrades

A small DLL must be installed on all domain controllers

Data Protection and Retention Policies Arkadin operates and maintains a data protection infrastructure for the following purposes:

To prevent loss of data in the case of a disaster or catastrophic system failure

To permit the timely restoration of services in the event of a disaster or catastrophic system failure.

The Arkadin data protection infrastructure is NOT meant for the following purposes:

Maintaining a versioned history of data

Microsoft Exchange message level restores

Backup Frequency

The following table summarizes Arkadin’s default backup schedule. However, private cloud customers are able to customize these backup cycle times to best fit into their own operation schedules.

Service Backup Type Backup Frequency

Backup Retention

Exchange Daily Full/Recovery Points

Every 6 Hours +/- 48 Hours

Lync Daily Full/Recovery Points

Every 4 Hours +/- 48 Hours

NOTE: Data retention time is based on available storage. Arkadin maintains an infrastructure that supports an average of 48 hours of data retention. Although a 48-hour retention window cannot be guaranteed, all reasonable efforts will be made to maintain the specified retention window.

Data Recovery Catastrophic System Failure: In the event of a catastrophic

system failure, Arkadin will make every commercially-reasonable effort to restore services in the shortest time possible, using the most recent backup available.


Exchange Recovery: In Total Connect for Office 365, the Exchange environment is hosted by Microsoft, which provides this service.


ONBOARDING AND MIGRATION

In this section we provide a summary description of the onboarding process that a company is guided through when adopting Total Connect for Office 365.

Onboarding Process Overview Arkadin has a team of onboarding specialists with a deep understanding of the onboarding process. We have a rich history of successfully migrating companies of all sizes to Microsoft platforms in general, and to Total Connect for Office 365 in particular. We recognize the business-critical nature of this process, as getting it wrong can seriously disrupt your operations.

Onboarding to a hosted unified communications solution can be a complex payload that requires experience and expertise. With having successfully migrated 13 million customer mailboxes worldwide without interrupting business, Arkadin can assure you that we will take you through every step of the way. We coordinate with our customers on:

Getting on board with Office 365

Moving your phone system to Arkadin Total Connect

Porting of existing phone numbers

Ordering new phone numbers

Training of both administrative and end user resources

The overall process for onboarding customers is described in more detail below.

Create Office 365 Account and Private Cloud This initial phase begins when a customer has signed up for the Total Connect for Office 365 service.

Objectives The objectives of this phase are:

Determine customer’s set of services and scaling requirements, including types of services and number of users per service type.

Establish the customer’s Office 365 account in the Microsoft environment, if needed

If the Office 365 account is new, coordinate migrating email and other key data from the legacy environment to Office 365

Build out and test the customer’s virtual private cloud infrastructure in Arkadin’s data centers

Federate Arkadin’s Hosted Lync with Office 365’s Exchange Online


Gather Customer Information During this phase, Arkadin works closely with the customer to gather detailed information required to create every user account and its associated services. These details can include, but are not limited to, user names, passwords, and contact information; types of email and telephone services; telephone numbers (and whether a number needs to be ported or a new number assigned); and more.

Objectives The objective of this phase is to gain a detailed understanding of the service requirements for the company account and each user account

Create User Accounts Once all the details concerning the company and user accounts have been completed, Arkadin creates accounts in the company’s private cloud, and then enables these accounts for their appropriate services. Arkadin also coordinates with the customer for installation of Lync and other end user apps.


Establish the corporate account and all user accounts.

Enable each account for the appropriate service(s), including voice-enabling user PSTNs.

Coordinate installation of any client-side applications, such as Lync.

Configure User Accounts Once user accounts are enabled for their appropriate services, Arkadin configures each account to properly access and utilize its allocated Total Connect services. This can include email configuration, instant messaging configuration, as well as preparation for porting phone numbers, allocating new phone numbers, defining automated call flows such as auto-attendants and group response, and configuring calling devices to work with Lync.


Configure each user account with the appropriate services.

Prepare existing phone numbers for porting.

Coordinate allocation of new phone numbers.

Coordinate creation of automated call flows.

Test call automation and client applications, including Lync.

Conduct Training Before the service goes “live,” Arkadin holds training for IT staff and end users to familiarize them with the new set of services, and provide guidelines for the creation of a new Outlook profile that points to the user’s new Arkadin/Office 365 account.


Objective The objective of this phase is to hold training sessions for customer IT staff and for customer end users.

Coordinate Service Activation Arkadin coordinates with the customer to schedule the time to bring the services live on the Arkadin platform.


Orchestrate cutover timing to ensure no interruption of service or blocking user access to their data

Coordinate migration of any customer content, when appropriate

Obtain customer signoff on the service


CUSTOMER SUPPORT

In this section we discuss the support that is provided with Arkadin Total Connect for Office 365. Three different parties are involved in providing end-to-end support:

The customer allocates key administrators to provide first point-of-contact (Tier 1) support for all end user issues.

Arkadin provides escalation (Tier 2 and higher) support for Total Connect issues that the customer’s own Tier 1 administrators are unable to resolve.

Microsoft provides support for Office 365-related issues.

More information about the roles and responsibilities involved for the customer and Arkadin support are listed below.

Support Tiers Tier 1 Support As mentioned previously, the customer is responsible for being the first point of contact (Tier 1) for all end user support requests.

Support Requirements In order for an organization to receive support from Arkadin, it must agree to and abide by the following support requirements:

Understand the support tiers and confirm that the customer’s Tier 1 Support is the first point of contact for all end user questions and incidents.

Note: Questions related to the customer’s Office 365 account or related apps can be directed to the appropriate Microsoft support channel as described in the customer’s Microsoft Office 365 service agreement.

Train all their end users so they quickly become familiar with their Total Connect services. Training users is key to reducing basic support calls concerning basic usage and configuration of the services and associated apps.

Successfully resolve Tier 1 issues such as: o End user network configuration o End user software installation and configuration o End user mobile device configuration o Service availability issues within the customer's span of

control

Identify one or more Tier 1 support resource(s) to manage escalation of Tier 2 issues. (This is usually the primary administrator assigned to manage the company’s Total Connect for Office 365 services.)

Successfully escalate issues to Arkadin’s Customer Operations team only after exhausting Tier 1 troubleshooting procedures.


Commit to providing a detailed description of the issue and the steps taken to troubleshoot the issue.

Tier 1 Support Preparation To prepare customers for using and resolving Tier 1 issues, Arkadin provides a number of resources:

Basic usage and troubleshooting training for both administrator and end user audiences. These courses are summarized below:

Figure 14. Arkadin offers administrator and end user training.

Knowledge Base articles: In addition to training, Arkadin maintains a knowledge base of articles & videos with configuration and support information on the help desk portal. The articles can be found at https://chinookcommunications.zendesk.com/categories/20074171-Knowledge-Base. The articles are fully indexed and searchable from the main Support Portal page.

Control Panel: In order to help IT administrators manage their end user accounts directly, Arkadin provides a self-care portal that enables administrators to add and remove users, change passwords, assign phone numbers, and perform other key end user tasks.

https://chinookcommunications.zendesk.com/categories/20074171-Knowledge-Base

https://chinookcommunications.zendesk.com/categories/20074171-Knowledge-Base


Figure 15. The Total Connect Control Panel

Tier 2 Support In cases where the customer’s designated Tier 1 support personnel are not able to resolve an issue, they can escalate issues to Arkadin’s Tier 2 support.

Contacting Arkadin Support

Administrators who are designated as primary support contacts can Contact Arkadin Support by phone, email, or via Arkadin’s Help Desk portal.

Arkadin support is available world-wide and offered in local languages. For complete support contact details, see https://www.arkadin.com/training-support/client-support-contact-details.

https://www.arkadin.com/training-support/client-support-contact-details


Issue Severity The priority, also known as severity, assigned to a support issue is based on the issue’s impact to customers. Arkadin categorizes issues into four levels of severity, as summarized in the following table.

Ticket Priority

Definition Example

1 Urgent

Critical Business Impact: Hosted services are inoperable. This applies to an Arkadin production environment and indicates that the customer is unable to use the services, resulting in a critical impact on business operations.

All Total Connect users are unable to place or receive calls.

2 High

Significant Business Impact: Hosted services are severely restricted in their use.

All users within a company are impacted in their use of a hosted service.

3 Normal

Some Business Impact: Hosted services are usable, but with features not critical to business operations available.

A single user cannot connect to a service from a specific endpoint, but the services are otherwise accessible.

4 Low

Minimal Business Impact: A non-business critical service is malfunctioning causing minimal impact or a workaround is available.

Documentation is incorrect.

Additional documentation required.


PREREQUISITES

The following hardware, software, and networking requirements must be in place in order for a company to fully utilize Arkadin Total Connect for Office 365.

Software Requirements Telephony and Messaging Clients We provide full support for Lync 2010, Lync 2011 for Mac and Lync 2013 as well as mobile clients for iOS, Android and Windows Phone. All other messaging clients are supported on a best effort basis, but we cannot guarantee full functionality or compatibility.

Email Clients As part of the Microsoft Office 365 service offering, all email clients, including Outlook, Outlook for Mac, and mobile clients for iOS, Android, and Windows Phone are supported by Microsoft.

Hardware Requirements Please see the Microsoft recommendations for the OS and client that you plan to run the desired app (such as hardware requirements for Lync 2010 or Lync 2013).

Network Requirements The following ports are used by clients to access Arkadin hosted services. In order to have full functionality for all hosted services the following ports need to be accessible from the client.

By default, many firewall configurations allow for connections to be made through any port for egress (outbound) traffic. In those configurations, no firewall changes should be required to connect and take advantage of all the functionality of the hosted services. In the event a firewall does filter egress traffic, all of the ports listed below will need to be made available to enable full functionality for the services that are to be consumed by users on the local network.

Exchange Port Description

25/587 SMTP

443 Autodiscover/MAPI/OWA/OAB

995 POP3

995 IMAP

Note: For a full list of network ports used by Exchange, please see the

Microsoft TechNet reference article here.

For a detailed listing of Exchange 2013 system requirements, see

http://technet.microsoft.com/en-us/library/bb331973(v=exchg.141).aspx


http://technet.microsoft.com/en-us/library/aa996719(v=exchg.150).aspx.

Lync Port Description

443 Web Conferencing

3478 Media

5223 Lync Mobile

5060 - 6901 SIP

6891 - 6901 File Transfer

1024 - 65535 Audio/Video

For a full list of network ports used by Lync, please see the Required Client Ports section of the Microsoft TechNet reference article at http://technet.microsoft.com/en-us/library/gg398833.aspx.

For details concerning network bandwidth requirements for media traffic in Lync Server 2013, see http://technet.microsoft.com/en-us/library/jj688118.aspx.

http://technet.microsoft.com/en-us/library/aa996719(v=exchg.150).aspx

http://technet.microsoft.com/en-us/library/gg398833.aspx

http://technet.microsoft.com/en-us/library/jj688118.aspx

http://technet.microsoft.com/en-us/library/jj688118.aspx


GLOSSARY

Auto-attendant: Exchange-based interactive voice response solution to interact with a set of users that are on the Exchange server.

AutoDiscover: Process used to allow the Outlook/Exchange server to find the correct server and environment for configuration after the user enters their user ID ([email protected]) and their password. The user does not need to enter any other server or domain information; it is automatically discovered.

CDR: Call Detail Records are reports captured by the Lync Telephony session that captures any/all inbound and outbound call and communications for users on the platform.

CSF: Customer Services Form is a data collection form used to collect all of the relevant and required information to enable a company’s cloud services on the platform.

Enterprise Voice: Enabling the Lync client for full telephony, assigning a phone number to a user and enabling inbound and outbound PSTN calling.

EPS: ExtendASP Provisioning System – ExtendASP is a third-party vendor that provides the provisioning/automation and user self-care/portal solution used for the Total Connect platform.

ExtendASP: Vendor used for the control panel/self-service automation solution.

ExtendASP plan: A defined set of services and capabilities (such as Lync Enterprise Plus) assigned to a company or user within ExtendASP.

Federation: Ability for two separate organizations to more easily communicate and collaborate. Federation can be done at the Lync, AD, or Exchange level.

IM, IM/P: Instant Messaging (IM) is a peer-to-peer or group chat session, Instant Messaging & Presence (IM/P) is the ability to see when a user is online, offline, available, busy, in a meeting, in a call, etc.

Lync IVR: Lync Interactive Voice Response are voice-driven commands and menu options (for example, “Press 1 for sales or say, ‘Sales;’ press 2 for support or say, ‘Support.’”).

Lync dial plan: Lync-based rules that apply call restrictions to a set of users (international dialing enabled/disabled, premium numbers enable/disabled, etc.).

Lync voice policy: Lync-based rules that handle dial normalization and call routing details for VoIP gateways or Session Border Controllers.

NOC: Network Operations Center is where data centers, platforms, servers and applications are monitored 24 hours a day 7 days a week.


PSTN: Public Switched Telephone Network – how to connect to outside callers or any phone numbers around the world, regardless of platform & carrier

Private Cloud: A type of cloud infrastructure that exists solely for a single organization, whether managed internally or by a third-party, and hosted either internally or externally.

Telephony: Enabling software and applications to provide dial tone and full telephone-calling capabilities.

TTL: Time to Live is the setting on a company’s Domain Name Service to support how long rules apply in a given situation and how/where to route traffic for that specific domain.

UC: Unified Communications is a common industry term describing the bundling of email, voice mail, web conferencing/collaboration, and telephony services.

UCaaS: Unified Communications as a Service is the notion of consuming Unified Communications as a cloud service from a trusted partner.

UM: Unified Messaging is a combination of email, voicemail, and missed call notifications.

Web conferencing: Enabling users to have a web conference for voice, document, presentation sharing and collaboration, regardless of a user’s location.

Web conferencing with PSTN: Web conferencing where users can call into a conference for voice collaboration via a PSTN or outside phone line.


ABOUT ARKADIN

Arkadin, a unified communications company, provides businesses with online collaboration solutions through a variety of global collaboration tools. Businesses may choose from conference calling, online conference meetings, or video conference and web conferencing solutions.

Arkadin is one of the largest and fastest growing Collaboration Service Providers in the world. With a vision rooted in the belief that progress emerges from people’s desire to share, Arkadin offers a complete range of integrated audio, web, video and Unified Communications solutions. As of early 2014, Arkadin has been a member of the NTT Communications Group, the International Communications and ICT Provider of NTT, delivering consultancy, architecture, security and cloud services.

With a global network of 53 offices in 32 countries across the globe, Arkadin delivers its business solutions using a software as a service (SaaS) model so that customers can benefit from fast, scalable deployments with a high ROI. For more information, please visit www.arkadin.com.

ABOUT NTT

World’s largest telco – Larger than ATT and Verizon

32nd Largest Company in the world

250,000 emp

$128B in revenue

Highest credit rating - AAA

Arkadin is the hosted arm of NTT

We partner with the 4 leaders in Gartner’s magic quadrant for UC: Cisco, MS, IBM, Adobe

We are the only company that has a partnership with all four companies.

Our partners focus on their strength which is developing technology not providing the service and support around it especially on a global which are both Arkadin’s strength.

Allows you to have the best of breed in terms of technology and best of breed in terms of service and support.

We also have a sister company Dimension Data that partners with same technology companies but specialize in On-prem deployments, particularly with MS and Cisco.

DiData is Cisco’s largest VAR (value added reseller) globally and MS’s voice enablement partner of the year for Lync in North America.


Within NTT you not only have expertise across the 4 UC leaders but for both Hosted and On-prem deployments.

© 2014 Arkadin, Inc. All rights reserved. No part of this document may be reproduced in any form by any means, nor may it be distributed without the permission of Arkadin, Inc., nor may it be resold or distributed by any entity other than Arkadin, Inc., without prior written authorization of Arkadin, Inc. Arkadin, Inc. does not provide legal advice. Nothing in this document constitutes legal advice, nor shall this document or any software product or other offering referenced herein serve as a substitute for the reader’s compliance with any laws (including but not limited to any act, statue, regulation, rule, directive, administrative order, executive order, etc. (collectively, “Laws”)) referenced in this document. If necessary, the reader should consult with competent legal counsel regarding any Laws referenced herein. Arkadin, Inc. makes no representation or warranty regarding the completeness or accuracy of the information contained in this document. THIS DOCUMENT IS PROVIDED “AS IS” WITHOUT WARRANTY OF ANY KIND. ALL EXPRESS OR IMPLIED REPRESENTATIONS, CONDITIONS AND WARRANTIES, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, ARE DISCLAIMED, EXCEPT TO THE EXTENT THAT SUCH DISCLAIMERS ARE DETERMINED TO BE ILLEGAL.


Date post:	27-Sep-2020
Category:	Documents
Upload:	others
View:	4 times
Download:	0 times

Arkadin Total Connect Service...

Documents