OFFICE 365 SERVICES GUIDE 1

OFFICE 365SERVICE GUIDE

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Table of ContentsAbout Tech Impact ..............................................................................................................................................4

Tech Impact offers services to nonprofits in the following areas: .........................................................................4

We also offer several community-based programs including: ..............................................................................4

Microsoft Office 365 Overview ...........................................................................................................................5

What is Office 365? ...............................................................................................................................................5

Office 365 Licensing ...........................................................................................................................................7

Nonprofit Plans and Pricing ..................................................................................................................................8

E3 Plan Continued ................................................................................................................................................9

Getting Onboarded with Office 365 ...................................................................................................................10

Prerequisites for Office 365 Success ....................................................................................................................10

Onboarding Projects...........................................................................................................................................11

Exchange Online Configuration and Mailbox Migration ........................................................................................11

OneDrive for Business Configuration ....................................................................................................................11

SharePoint Site Configuration ...............................................................................................................................12

Wrap Around Technical Services .......................................................................................................................13

Preparing for Office 365 .......................................................................................................................................13

Integration with Active Directory ...........................................................................................................................13

Exchange Decommissioning ................................................................................................................................13

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Table of Contents Continued...Support Options for Office 365 ..........................................................................................................................14

Office 365 Administrator Support .........................................................................................................................14

Office 365 End User Support ................................................................................................................................15

Exchange Online (email) End-User Support .........................................................................................................15

Web Based Support and Documentation .............................................................................................................15

Product-Specific Expertise ...................................................................................................................................16

Expert Webinars ...................................................................................................................................................16

Getting a Proposal ..............................................................................................................................................16

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About Tech ImpactAt Tech Impact, we believe technology can do amazing things. That is why we have partnered with hundreds of nonprofits organizations around the world since 2003: to help each one realize the potential of technology to achieve their mission.

Our goal is to provide solutions that are enterprise-class, extremely affordable (to the point where cost is not a barrier), and accessible by a wide variety of charitable organizations. In short, we want to ensure that nonprofit organizations everywhere are enabled by technology rather than constrained by it.

Tech Impact offers services to nonprofits in the following areas:

We also offer several community-based programs including:

Our award winning 16-week program that changes lives. ITWorks offers a free, immersive IT training program to vulnerable young adults (high achieving high school graduates, 18-24, who have not moved on to college). Students receive a professional certification in IT and a real-world internship inside leading corporations and nonprofits.

PC Donation Program matches computers from companies like Independence Blue Cross and Reed Technology, with volunteer-led refurbishment services from companies like Capital One. The refurbished computers are then distributed, at no cost, to nonprofit organizations who are in need of them.

Help DeskTech Impact’s Managed IT Services is a complete nonprofit technology support solution that includes proactive maintenance of desktops, laptops and servers, a live help desk, unlimited support tickets, and comprehensive account management.

Cloud Services & TechnologiesTech Impact helps organizations implement new technologies to reduce their expenses, collaborate more effectively, and work better in the event of disasters. We help organizations eliminate their servers and move to the cloud.

Telecommunication & Collaboration ToolsUnified Communications for Nonprofits: Phones, Email, Online Meetings and More.

File ManagementTech Impact helps organization’s like yours move to true cloud-based storage. Work from anywhere, anytime. Get access to new collaborative tools. And never worry about closing because of lost data.

Data ManagementTech Impact offers outsourced data management to nonprofit organizations. With us, you’ll have access to nonprofit professionals who work with nonprofits, and with data, every day.

Digital & Social Media MarketingNonprofit social media and content marketing for less than the cost of a full time employee to educate and attract donors, volunteers, members, and media integral to your digital marketing success.

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Microsoft Office 365 OverviewMicrosoft’s description of Office 365 states that it “delivers the power of cloud productivity to businesses (nonprofits) of all sizes, helping save time, money, and free up valued resources. Office 365 combines the familiar Microsoft Office desktop suite with cloud-based versions of Microsoft’s next-generation communications and collaboration services”. But what does that really mean? It means that Microsoft has developed a cloud-based solution that will run the back office services such as email, file sharing and collaboration, provide 99.9% availability from any Internet connected device in a highly secure environment. It means that your nonprofit has access to enterprise level services without the need for an expensive server or IT department to run it. Services including Microsoft Exchange Online, Microsoft SharePoint Online, Microsoft Skype for Business Online, Yammer and Office Online, are all available as a subscription service to help users be productive from virtually anywhere through the Internet.

What is Office 365?

Outlook Email

■ Hosted email using Exchange > 50GB of storage space per year > Shared Calendars and mailboxes

Office applications

■ Latest version of Office Professional Plus > Web app versions of Word, Excel,

PowerPoint, Outlook > Installed versions of Word, Excel,

PowerPoint, Outlook, etc. (E3 & P2)

File Storage & Collaboration

■ Simple file sharing using SharePoint > Easily share files internally and externally > Use Office Web Apps to create and edit

docs online ■ Personal Cloud Storage using OneDrive Pro

> Unlimited personal storage, synced to local desktop

Communications

■ Web conferencing, presence, and IM using Skype for Business

> Web-based meetings with HD video conferencing

> Screen sharing > Instant messaging

■ Group conversations with Yammer

Right, but how much does all of this goodness cost? How does FREE sound? With the Office 365 Nonprofit donation, qualified nonprofits get Office 365 for free or at a significant discount. Microsoft has made subscription to Office 365 available to nonprofits in order to help you reduce your costs, increase your organizational capacity, and foster better team collaboration, so you can do more good and create more impact.

To qualify for Office 365 Nonprofit, you must hold recognized charitable status in your country. You will be required to sign a contract and attest that you are an eligible nonprofit. Microsoft reserves the right to verify eligibility at any time and suspend the service for ineligible organizations.

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Microsoft Office 365 provides all of the features listed below.

Please note that some features listed such as Mobile Apps, Office Desktop Applications, and Voicemail are not available with every license option. However, Microsoft is adding and updating features all time, in addition to discounting license costs for nonprofits.

Licensing options are explained in the next section, but you can also find out more about Microsoft’s nonprofit licensing on their website: https://www.microsoft.com/about/philanthropies/product-donations/products/office365nonprofit

Anywhere AccessOneDrive for Business gives each user 1 TB of personal storage they can access from anywhere and that syncs with their PC.

Financially-Backed SLAGet peace of mind knowing your services are available with a guaranteed 99.9% uptime, financially backed service level agreement (SLA).

Mobile AppsAccess, edit, and view Word, Excel, and PowerPoint documents on iPad, iPhone, Android phone, and Windows Phones. Use the OneNote, OWA, Lync Mobile, and SharePoint Newsfeed apps on most devices.

Simplified IT ManagementManage users, settings and services from one portal. Easily deploy and start using Office with step-by-step guidance. Manage your service from virtually anywhere and centralized administration.

VoicemailHosted voicemail support with auto attendant capabilities.

Business-Class EmailGet business-class email, shared calendars, 50 GB of storage space per user, and the ability to use your own domain name.

HD Video ConferencingConduct meetings over the web with HD video conferencing, screen sharing, and instant messaging. Share presence, IM, and audio calling with Skype users.

Office Desktop ApplicationsSubscription to Office for up to 5 PCs/Macs per user.

24/7 Technical SupportIT-level web support and 24/7 phone support for critical issues.

Unlimited SeatsUnlimited seats for all eligible employees and volunteers enables your nonprofit to continue to grow and always have the latest version of Office products available.

File SharingEasily share files internally and externally and control who sees edits them.

Intranet SiteSharePoint sites provide workspaces with customizable security settings for individual teams within organization.

Office Web AppsCreate and edit Word, Excel, PowerPoint, and OneNote files via a web browser.

YammerEnterprise social networking with advanced support, security, administration, and integrations.

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Office 365 LicensingMicrosoft offers several plans to nonprofits. Each plan offers access to the various aspects of Office 365.

Tech Impact recommends using one of the “E” plans for most nonprofits– even organizations with very few staff. Details are shown in the following table.

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Nonprofit Plans and Pricing

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E3 Plan Continued

The best way to understand Office 365 functionality is to see the features in action. Tech Impact offers free webinars that demonstrate the functionality of E1 licensing. Webinars are held bi-weekly. Use this link to register for the next available webinar: Office 365 Demonstration - http://techimpact.org/events/

E1 is the most common license assigned to nonprofit users. This license gives users access to the features that they use every day such as email, access to files and collaboration. Additional licensing add-ons are available for E1 plans. Some users may want to access Microsoft Office (Outlook, Word, Excel, PowerPoint, etc) from multiple devices including tablets. In that case, you can add the Office Productivity Suite to the E1 plan for $2/user/month. Maybe a user needs to expand their Inbox past the 50 GB limit. In that case, you can add online archiving for $1/user/month.

E3 plans should be assigned to any users who handles sensitive information such as health, child advocacy, legal cases, needs to be HIPAA compliant or retain information for legal hold reasons. E3 licenses include the ability to send emails to external recipients using encryption services. It also allows the Office 365 administrator to set retention policies on mailboxes to ensure that all communications are retained in case they are needed in the future.

Do you have to assign the same license to everyone? Absolutely not. All licensing and plan options are “mix and match”. You can add-on or upgrade users at any time. Tech Impact can help you choose licensing that is appropriate for your organization.

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Getting Onboarded with Office 365OK, so you’ve decided that Microsoft Office 365 is right for your organization. Now what? How do you get started using it? First, you will go through a process to qualify for the nonprofit licensing – even if your organization already qualifies through TechSoup. The qualification process begins by signing up for a Free Trial on the Microsoft Office 365 Non Profit webpage.

https://products.office.com/en-US/nonprofit/office-365-nonprofit-plans-and-pricing

Tech Impact recommends signing up for the E3 Trial. Don’t worry, you will not be billed for anything during the trial period. Setting up the trial account automatically starts the verification process behind the scenes. Microsoft will send you an email in a few days with your nonprofit qualification. In some cases, you may be required to provide additional information during this process. TechSoup provides instructions about setting up the Trial account if you require assistance. http://www.techsoup.org/products/office-365-nonprofit--G-49227--

Moving to Microsoft Office 365 will change the way that your users interact with familiar computing tasks such as email and file sharing as well as offer new functionality such as collaboration and video chat. The most frustrating thing for users to experience is a new system that doesn’t work properly (Microsoft has that covered), has slow performance or is too difficult to use. Start by reviewing the following prerequisites.

Prerequisites for Office 365 SuccessThe first step in successfully using Office 365 is to create a plan. This document will help you do that at a high level. The previous sections outline licensing. This section provides information about requirements in your computing environment that should be addressed before moving forward with any implementation projects.

Internet

Microsoft Office 365 is a cloud-based platform. Cloud-based means that Internet is required to access information stored in Microsoft’s data centers. Moving to cloud-based systems will ultimately require you to have broadband Internet access. The exact bandwidth and speed requirements depend on your particular needs but typically, you will want to check with your Internet Service Provider to see if your current plan is adequate.

Network Devices

Tech Impact recommends a professional grade Internet router to provide secure access and firewall capabilities. In addition, 100 Mbps or Gigabit switches provide the best performance for your network.

User Workstations

Whether your staff uses desktop or laptop computers, Microsoft Office 365 and Microsoft Office 2013 perform best with the latest version of processor (i-series for PCs), minimum 4 GB of RAM (8 is better), and a good network connection. Upgrading now will reduce user frustration later.

Operating System and Software

Microsoft Office 365 will not work on Windows XP (besides, XP is no longer supported). Windows 7, 8 or 10 is best. Although Office 365 email will run on Outlook 2007, we recommend upgrading to Office 2013 before moving email or setting up OneDrive for Business or SharePoint in order for the file synchronization to work properly. Mac OS X is required. Access to email requires Outlook 2011 for Mac or higher.

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Onboarding ProjectsMicrosoft Office 365 setup begins with provisioning a “tenant” for your organization and assigning licenses to users for various functionality. Three major projects may follow.

■ Email setup and migration of mailboxes from existing server to Exchange Online. ■ Configure OneDrive for Business to synchronize personal documents from workstation to cloud. ■ Create SharePoint site(s) for file sharing and collaboration.

Tech Impact provides services to assist with these projects.

Exchange Online Configuration and Mailbox MigrationMoving to a new email system isn’t a simple undertaking. Different migration methods are required depending on your current email and calendaring system. Tech Impact has more experience than anyone one else moving nonprofits to cloud-based communication systems. Our project begins with a thorough understanding of your existing setup and providing a project plan that ensures a smooth transition with no loss of data such as emails, calendar events or contacts. In some cases, we can use migration tools to migrate mailboxes behind the scenes. In other cases, we may need to manually export information from local workstations and upload that into Office 365.

Our Exchange Configuration project also includes working with your DNS records to make sure that email and other Office 365 services work properly after the migration. We schedule the DNS “flip” over a weekend to minimize impact on your users.

Once the email system has been converted to Office 365, Outlook profiles will need to be reconfigured. In most cases, we will guide this process and provide assistance. In some cases, we can connect to workstations to reconfigure the Outlook profiles.

User training is also provided. If your staff uses Microsoft Outlook already, minimal training is required. We will provide training and instruction for the new web interface. If your staff is new to Outlook, we will provide basic Outlook training too. All user training is conducted through web meetings so your staff can attend from anywhere. In addition to user training, we will provide basic Office 365 Administrator training to up to 3 people in your organization so that you can manage new users, change passwords, provision licenses and other basic tasks.

This project requires a proposal for migration details and pricing.

OneDrive for Business ConfigurationConfiguring OneDrive for Business requires configuration of local workstation. Tech Impact can provide Office 365 Administrators with documentation and training to complete the setup. In some cases, Tech Impact can configure OneDrive for Business by connecting to user workstations remotely. The project requires a proposal for hourly work.

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SharePoint Site ConfigurationSharePoint provides your organization with a tremendous opportunity to reorganize your existing data storage, provide access to your data from anywhere, and improve internal document management processes. SharePoint online also provides your users with the ability to collaborate online by accessing shared information from anywhere.

Because of the tremendous opportunities for your organization a SharePoint implementation process is also a large undertaking. Successful use of SharePoint requires planning, technical execution, change management and attention to end user training. Tech Impact will walk your organization through an implementation process that includes:

1. A basic overview of SharePoint to help your organization understand the functionality and better prepare you for the implementation.

2. A requirements gathering process in which Tech Impact implementation staff walk your services staff (not just your IT staff) through a planning exercise and apply best-practices from our experiences with hundreds of other non-profit organizations.

3. An implementation process in which Tech Impact will build your sites, configure permissions, and prepare SharePoint for your organization.

4. A multi-phase migration planning process that defines the steps required for migration and provides your organization with the tools and training needed to complete the migration. Note: data migration options provided in next section.

5. End-user training & admin training that provides your entire staff with the skills they need – tailed you’re your specific SharePoint implementation – to realize the benefits of the new environment.

6. Several follow-up meetings to identify needed changes and answer follow-up questions.

Please note that SharePoint implementation processes do not include custom theme or template development.

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Wrap Around Technical ServicesMoving to Office 365 often involves major changes to your existing network environment. Tech Impact can assist with the technical projects involved in this move.

Preparing for Office 365Tech Impact can provide recommendations on hardware and software upgrades required for successful use of Microsoft Office 365. Although we do not resell hardware or software, we can point you in the right direction for upgrades or replacements that will fit the use and your budget. Our technicians can workstation upgrade services including operating system and Microsoft Office upgrades. In addition, our technicians will also ensure that all security patches and updates are completed prior to the start of any Onboarding projects.

Integration with Active DirectoryOrganizations with complex Windows server environments and/or many users may want to integrate the Windows Active Directory with Office 365 so that user have single sign on and administrators can manage users through one interface. Active Directory integration requires thorough technical planning, execution and ongoing support. Tech Impact can assist in developing a plan and providing technical assistance during the configuration of AD integration.

Exchange DecommissioningMany nonprofits choose Office 365 so that they can eliminate on-premise Exchange Servers. Exchange may have been set up on a stand alone server or as part of Small Business Server. Either way, once mailboxes are migrated to Office 365, the on-premise Exchange Server must be decommissioned. Tech Impact can assist with this process to ensure that all other network services continue to function properly. In some cases, our technicians can provide additional recommendations to eliminate other unnecessary servers too.

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Support Options for Office 365

Office 365 Administrator SupportOffice 365 Administrator Support provides participating nonprofits the support, tools, information, and training that will foster their successful use of Office 365, particularly SharePoint. With this service Tech Impact would work only with your designated System Administrator, not with end-users. Office 365 Administrator Support includes:

■ System Reviews: Tech Impact will periodically review your organization’s Office 365 instance and engage your staff in discussion to understand how your Instance is configured and how it is used.

■ Functionality Addition Support: Tech Impact will help your organization implement new functionality and features to support your changing needs. Your organization can use your hours (outlined below) to have Tech Impact help you architect an Office 365 solution to solve any of your organizational changes.

■ Tech Impact will perform the necessary research to determine the best way to implement your requirements and help you develop a plan to put in place the requested functionality.

■ Change Support: Your organization can use your time (outlined below) to have Tech Impact help your organization make changes to your Office 365 instance. NOTE: If a call to Microsoft is required Tech Impact may require that your organization make the call and coordinate with Microsoft technical support.

■ Included Time: Office 365 Admin Support is provided hourly at more than a 30% discount than if you were to pay for issues as they arise. The following conditions apply.

> You can “roll over” or accumulate up to 3 months’ worth of hours. > Tech Impact guarantees availability to complete work up to the number of hours you have subscribed

to for each month. > Additional hours (paid for at the full hourly rate or rolled over from previous months) will be scheduled

based on availability.

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Office 365 End User SupportExchange Online (email) End-User SupportTech Impact can provide your organization with support for the Exchange Online services included as part of Office 365. This service includes:

■ Change Requests: Tech Impact can make changes to your Exchange Online environment including the creation of new users, new distribution groups

■ Tech Impact will not cover the following types of changes. These will require a separate project: > Configuration of 3rd party integrations including on-premise software and multi-function printer/

scanners > Configuration of mobile devices

■ Helpdesk Troubleshooting: Your users can call us for any issue and we’ll work with them to solve the issue. No matter how long it takes your organization will not be charged an additional fee.

Helpdesk services for Office 365 Exchange Online includes troubleshooting of the following items: > All items configured through the Office 365 portal including mailboxes, distribution groups, external

contact lists, etc > Troubleshooting of mail flow issues > Troubleshooting connectivity between locally installed version of Outlook and Office 365 due to

configuration issues in Outlook

Helpdesk services for Office 365 Exchange Online does not include the following services. These services will require a separate project:

> Troubleshooting of physical devices including the installation of Microsoft Outlook, operating system issues, and any mobile device issues

> Transfer or restoration of user’s Auto-Complete entries > System issues, and any mobile device issues

Web Based Support and DocumentationTech Impact maintains an extensive database of how-to, step-by-step instructions, for everything your users need to do in any of our products. Our documentations is built for normal users and covers everything we discuss in our standard training services.

Our documentation portal is updated every week with new content. If you think we’re missing something just let us know and if we think it will be useful for other organizations we’ll add it! Documentation will help users solve their own issues, reducing frustration.

This document is not a contract. Tech Impact will provide a separate contract for services.

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Product-Specific ExpertiseExpert WebinarsTech Impact runs weekly expert webinars covering all of our cloud services and a number of topics related to your on-premise infrastructure. All webinars are open only to support clients and are unmuted. Participants will always have the opportunity to have a discussion with the presenter about his or her specific concerns.

Product Newsletters

Microsoft and other vendors constantly change and update their solutions. Tech Impact combs through these updates and notifies our support clients with an eye to their use in non-profits. Our goal is to help you take advantage of the latest developments in the technologies you use.

Getting a ProposalContact Tech Impact to discuss options for implementation and support services.

Linda WiddopDirector of Technology Serviceslinda@techimpact.org(215) 557-1559 x 111

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CONTACT USToll Free: 1-888-798-1350(In SEPA): (215) 557-1559

Fax: (215) 689-4949

Email: info@techimpact.org

CALIFORNIA OFFICESobrato Center for Nonprofits 330 Twin Dolphin Drive, Suite 131 Redwood City, CA 94065

DELAWARE OFFICECommunity Services Building100 W. 10th Street, Suite 1004Wilmington, DE 19801

NEW YORK OFFICECentre for Social Innovation New York City 601 West 26th Street #325 New York, NY 10001

PENNSYLVANIA OFFICETech Impact Global Headquarters417 N. 8th Street, Suite 203Philadelphia, PA. 19123

LAS VEGAS OFFICEThe Innevation Center6795 Edmond St., Suite 300/Box 10Las Vegas, NV, 89113