Exchange

Overview

glueckkanja-gab (GKGAB) delivers standardized processes for managing the Exchange Online and Exchange On-premises environment as part of the Office 365 Module. With the use of the Office 365 Module, tasks are performed by a dedicated team of experienced engineers from initial request to delivery.

Cost base

Services costs for this Module are calculated based on the active user count of the customer. The number of active users equals the amount of Microsoft 365 user subscriptions and are predefined between the parties.

Standard services and tasks

The following section lists the standard tasks and services included in the service.

Mailbox visibility

Hiding a recipient from address lists doesn't prevent the recipient from receiving email messages; it prevents users from finding the recipient in address lists. The recipient is hidden from all address lists and GALs (effectively, they're exceptions to the recipient filters in all address lists).

The following recipient types can be hidden and unhidden from the address lists:

• DistributionGroup
• DynamicDistributionGroup
• Mailbox
• MailContact
• MailPublicFolder
• MailUser
• UnifiedGroup

Message Size Limits

Message size limits control of the size of messages that a user can send and receive. The message size must be between 0 and 2,097,151 KB and can apply to mail users and shared mailboxes.

The following two options are available:

• Modify sent message size
• Modify received message size

Mailbox permission

The service provider supports the customer to grant, change, or revoke the mailbox access for a given trustee (mail-enabled user or mail-enabled group). The process changes the permissions only for the specified trustee, all other permissions on the given mailbox remain unchanged.

The following three permissions are available (without automapping):

• Full Access
• Send as
• Send On Behalf

Out-of-office

The service provider supports the customer to activate the Out-of-Office message for a given mailbox. Normally each user can change the Out of Office settings in his own mailbox with Outlook. But you may need this if the user is absent and cannot set this on her/his own. Any existing Out-of-Office message will be replaced.

Distribution Group

The service provider supports the customer to create, modify, or remove distribution groups.

The following two options are available:

• Mail-enabled universal distribution groups (also called distribution groups) can be used only to distribute messages.
• Mail-enabled universal security groups (also called security groups) can be used to distribute messages as well as to grant access permissions to resources.

Message Trace

The service provider supports the customer to create and provide a message trace for a sender or a recipient (or both). You only can get message traces from the last 30 days. Up to 10 message traces can be requested per month. Traces that are not retrieved cannot be transferred to the following month.

Secondary E-Mail Address

The service provider supports the customer to add, modify, or remove additional secondary e-Mail addresses. The additional addresses are called proxy addresses. A proxy address lets a user receive an email that's sent to a different email address. Any email message sent to the user's proxy address is delivered to their primary email address, which is also known as the primary SMTP address or the default reply address. (Sending in the name of the secondary E-Mail Address is not supported in Outlook.)

Shared mailbox

The service provider supports the customer to create, modify, or remove a shared mailbox based on defined naming conventions agreed between the provider and the customer. The intend is to automate the mailbox management tasks through the customer's ITSM system or a web interface used by first-level support.

Remove automapping for a shared mailbox

If the user has many mailboxes to which he or she has full access, this behavior may cause performance issues when Outlook starts. The service will convert the full access permission into new full access permission without automapping.

Room mailbox

The service provider supports the customer to create, modify, or remove a room mailbox based on defined naming conventions agreed between the provider and the customer. The intend is to automate the mailbox management tasks through the customer's ITSM system or a web interface used by first-level support.

Equipment mailbox

The service provider supports the customer to create, modify, or remove an equipment mailbox based on defined naming conventions agreed between the provider and the customer. The intend is to automate the mailbox management tasks through the customer's ITSM system or a web interface used by first-level support.

Whitelist/Block Mail Addresses or Domains for Antispam Check

The service provider supports the customer to add and remove mail senders to the global AntiSpam whitelist

eDiscovery

The service provider supports the customer in the authorization assignment for eDiscovery. The service provider enables the customer to determine a contact person who is authorized to use the eDiscovery tools.

On-Demand services and tasks

The tasks and services described in the following section are not included as part of the Service but may be requested and delivered via On-Demand Services.

Ramp-Up

The initial commissioning and setup of our service is defined as ramp-up and is not part of our service. The ramp-up can be carried out via on-demand services or consulting services.

Customer requests and incidents

Requests that do not fall into the items listed under Standard services and tasks and are from direct customer requests will be treated as a normal change and serviced through On-Demand services. \ An excerpt of supported topics for our on-demand services can be found below:

• The creation of query-based distribution groups is not recommended and needs to be handled as a separate project task.
• The Export of a mailbox into a PST file and needs to be handled as a separate project task.
• Exchange Online Hybrid Servers can reach out to Microsoft endpoints directly without an authenticating proxy.
• Network configuration, including but not limited to IP Address Management (IPAM), IP-Configuration, DNS Management, DHCP Management, and Firewall management, Connectivity, ExpressRoute, and other network-related topics are not included in the service offering.

Prerequisites

Services

An IT-Service agreement with glueckkanja-gab is required. The glueckkanja-gab Service Level Agreement and Request definitions also apply to this Service Description.

The Identity Module is required as the basis for the Office 365 Module.

Technical requirements

• Exchange Online Hybrid configuration

License

The Customer is responsible for the correct licensing of all Microsoft services used and affected.

Optional

• Optionally, the customer can add one of the on-call duty packages (defined in more detail in the Service Level Agreement).

Exclusion

The following tasks are not part of the managed service offering and are not supported by GKGAB:

• Support and execution of eDiscorvery queries
• Configuration of individual mailbox permission based on folders in the mailbox needs to be performed by a user in self-service.
• Hosting or Housing, including, but not limited to Operating-System deployment and Patch-Management, Hardware repair or deployment is not included in the service offering.
• Execution of eDiscorvery queries