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About Microsoft Online Services

Q: What is Microsoft's Software-plus-Services strategy?

A: Software-plus-Services is Microsoft's approach for the next generation of computing. It combines traditional software with remote services to provide consistent and seamlessly integrated user experience across devices.

The power of local client and/or on-premises server software combined with the reach and always up-to-date nature of services in the cloud offers greater flexibility than software-only or service-only approaches. A software-plus-services approach provides seamless experiences for individuals and information workers and provides the choice and flexibility for organisations on how and where they deploy and manage their infrastructure and line-of-business applications.

Microsoft's approach allows business customers to continue to use familiar user interfaces (such as the Microsoft Office system) and to rebalance their infrastructure across on-premises offerings for mission-critical applications and to offload non-differentiating applications—such as collaboration messaging—to Microsoft and its partners to host and run from the cloud.

Q: What is Microsoft Online?

A: Microsoft Online is a set of enterprise products delivered as a subscription service, hosted by Microsoft and sold with partners. They are designed for customers with managed IT needs. These services are available to be purchased from Telstra on a 12-month subscription basis in September 2009 or via a Microsoft Enterprise Agreement.

Q: What is Business Productivity Online Standard Suite?

A: Business Productivity Online Standard Suite is a set of enterprise products delivered as a service, hosted by Microsoft and sold with partners. The suite includes Exchange Online, Office SharePoint Online, Office Communications Online, and Office Live Meeting.

Q: Why is Microsoft working with Telstra to deliver these services?

A: In Australia, Microsoft has entered a unique strategic alliance with Telstra to align business software applications, mobile services and devices, and integrated computer and telephone services over Telstra’s Next IP™ and Next G™ networks. Australian businesses will have access to purchase Microsoft Online Services through Telstra’s T-Suite® portal. These services will be made available to businesses in Australia September 2009.

Q: How does the Business Productivity Online Standard Suite offering relate to the Software-plus-Services strategy and Live services?

A: The Business Productivity Online Standard Suite represents the first of a growing portfolio of Microsoft Online Services. Microsoft Online Services are a component of the broader Microsoft Software-plus-Services strategy that includes both Live and Online services. Online services are designed specifically for businesses with managed IT needs, while Live services are targeted at consumers and small businesses with little to no IT resources.

Q: Why has Microsoft chosen to offer online versions of Exchange and SharePoint?

A: For businesses, the Software-plus-Services approach provides significantly greater levels of flexibility and choice. This enables organisations to access the powerful capabilities of enterprise software through on-premises servers, as online services or a combination of both, depending on specific business requirements. Services also provide the option to add complementary capabilities that enhance on-premises server software and simplify system management and maintenance.

Software-plus-Services will have a profound impact on workplace productivity as it allows people to access the information and capabilities they need instantly, from any device and any location. The result is a new wave of innovation that makes digital technology more seamless, intuitive and useful and provides access to a new generation of connected experiences for individuals and businesses.

Q: What is the difference between Business Productivity Online Standard Suite and Microsoft Office Live?

A: Business Productivity Online Standard Suite: Service offerings for organisations with more advanced IT needs where power and flexibility are critical and the ability to control access to data, manage users, apply business and compliance policy and meet high availability standards may all be important considerations. The Business Productivity Online Standard Suite is designed to provide the performance, scalability, security, management features and service level capabilities to support the mission-critical applications and systems used by organisations that have rigorous technical requirements. Today these services include Exchange Online, SharePoint Online, Office Communications Online, Office Live Meeting and Exchange Hosted Services.

Microsoft Office Live: Microsoft Office "Live" is for users who value ease-of-use, simple access and flexibility. Live services are optimal in situations where users don't have access to professional technical expertise and don't require high levels of system management. Broadly speaking, Microsoft Live offerings are user-managed services, without IT mediation, spanning entertainment, communication, productivity and more. Users are limited to five seats. Existing Live Service offerings include Windows Live, XBOX Live, Dynamics Live CRM and Office Live.

Security and Reliability

Q: How can Microsoft be sure that my data is secure?

A: Businesses must use a combination of technology and processes to help protect their messaging and collaboration environment from internal and external security threats. These threats use an array of attack vectors that require the establishment of multiple layers of protection. The threats are also constantly evolving, in an effort to expose weaknesses in old defences, thus requiring the use of multiple technologies. Together, the use of multiple layers of security controls and multiple technologies form Microsoft's defence-in-depth strategy. To simplify security management and to enhance performance, Microsoft also recommends that the solution is integrated into the business infrastructure. Microsoft looks at security along three dimensions: security of data (virus/spam filtering in the cloud), secure data access (HTTPS- 128-bit encryption) and secure datacentres.

Q: Are the Business Productivity Online Standard Suite services Sarbanes-Oxley (SOX) compliant?

A: The Dedicated version of the Business Productivity Online Standard Suite supports your Sarbanes-Oxley compliance objectives by underpinning its services with a comprehensive set of controls that align with your SOX requirements. The design and operational effectiveness of these controls are internally assessed by our staff and external auditors on an ongoing basis as well as subject to an independent SAS 70 Type II audit conducted each year.

The Standard version of the Business Productivity Online Standard Suite will be seeking a SAS 70 Type II audit attesting to the effectiveness of Microsoft's internal controls. While our U.S. datacentres maintain a SAS 70 Type II for the physical controls of each facility, the Services (Live Meeting, EHS, Exchange Online, SharePoint Online and Office Communications Online) themselves do not. Live Meeting maintains both the CyberTrust Service Provider Certification and the CyberTrust Application Certification, which surpasses the control requirements for SOX. The Business Productivity Online Standard Suite Standard implementation is scheduled to undergo the CyberTrust certification within the next couple of months.

Q: What about data privacy?

A: Each of these Services has been built to adhere to Microsoft's internal privacy standards, as described in its published document, "Microsoft's Privacy Guidelines for Developing Software Products and Services."

This set of standards helps ensure that privacy and data protections are systematically incorporated into the development and deployment of almost all Microsoft products and services. For more information about privacy at Microsoft, visit Microsoft's Trustworthy Computing Privacy Web site.

Additionally, each of these Services has a privacy statement that describes in detail how your data will be treated. Microsoft abides by the Safe Harbor framework as set forth by the U.S. Department of Commerce regarding the collection, use, and retention of data from the European Union.

Q: What is the availability and performance like? Is a dedicated network connection required?

A: Microsoft offers a 99.9% scheduled uptime Service Level Agreement. The Standard version of the service does not require any dedicated network connectivity. Data exchanged between our datacentres and the end users are secured with 128 bit encryption (https).

Installation and Migration

Q: Are there any prerequisites for the client software?

A: For the Standard Exchange Online service, Outlook 2007 is required (Outlook 2003 is supported with some limits in functionality). Click here for more information

Q: Is Active Directory required?

A: Active Directory is not required for the Standard service, but you can synchronise your existing Active Directory information to the service using our tools located in the Administration Centre.

Q: What tools are available to migrate from previous versions of Exchange or competitive platforms?

A: Microsoft provides tools to migrate user information and Email from Exchange Server to Exchange Online. Microsoft also provides a directory synchronisation tool to keep the Microsoft Online user list synchronised with your on-premises Active Directory.

Q: Is it possible to provision users in batch mode?

A: Yes, in the Business Productivity Online Standard Suite, a directory sync tool is available to synchronise a batch set of Active Directory users into the BPOS environment.

Q: Will you force me to upgrade before my organisation is ready?

A: One of the key values of the Microsoft services is the ability to get the latest features. We will work with you to ensure you are notified of changes ahead of time and allow adequate time for preparation.

Q: What is the notification process to customers and partners for BPOS service upgrades?

A: Email notifications will be sent to the administrator on record.

Q: Can a customer migrate from the Business Productivity Online Standard Suite over to an on-premises environment and transfer over set-up and data?

A: Yes, customers can migrate their data to and from on- premises and online solutions.

Q: Does the service include Domain Registration?

A: No, every customer is required to register their own domain.

Purchasing

Q: How do I buy the Business Productivity Online Standard Suite?

A: For most customers the Business Productivity Online Standard Suite will be purchased in Australia through Telstra.

Customers can purchase the Business Productivity Online Standard Suite themselves – or with the assistance of a Microsoft partner – through Telstra’s T-Suite® service.

Alternatively, if you have an Enterprise Agreement (EA) Direct or Indirect Government Licence you may also be able to purchase Business Productivity Online Standard Suite through this agreement. Please contact your Microsoft Account Manager or Large Account Reseller (LAR) for more information.

Q: How do I reallocate licences when my users change?

A: Licences may be reallocated through the Microsoft Online Administration Centre (MOAC).

Q: What is the service level agreement around rolling out new versions? Can the customer choose what version of an online service is used?

A: Service level agreements vary by service. You cannot choose which version of an online service you want to use. The online service provided will always be the most up-to-date version.

Q: What happens if my domain name changes?

A: Please contact T-Suite Support on 1800 TSUITE (1800 878 483) or t-suite.support@team.telstra.com if you are a T-Suite customer. EA customers can contact Microsoft Online Services Customer Support by lodging a service request using the Microsoft Online Services Administration Centre portal.

Q: Who do I need to contact if the person who ordered our services is no longer valid? How do they set up a new user as the admin?

A: Please contact T-Suite Support on 1800 TSUITE (1800 878 483) or t-suite.support@team.telstra.com. EA customers can contact Microsoft Online Services Customer Support by lodging a service request using the Microsoft Online Services Administration Centre portal.

Q: Does Live Meeting require a USL for every individual who wants to organise/host a meeting?

A: Yes. Live Meeting services are provisioned by a user as designated by the customer. Therefore, every use who wants to organise or host a live meeting will need a USL.

Q: Is there a minimum purchase requirement? What is the minimum number of seats that must be ordered for an add-on order?

A: There is no minimum purchase requirement for orders in Australia.

Q: How do I purchase additional storage?

A: You will get a 5GB mailbox with an Exchange Online licence and 250MB of space with an Office SharePoint licence. Additional storage is not available for purchase at this time.

Q: Can I cancel my subscription? What steps are involved?

A: In order to cancel a subscription, you must contact T-Suite Support on 1800 TSUITE (1800 878 483) or Microsoft Online Services Customer Support for EA customers.

Cancellation Policy during the First Subscription Term
For purchases via T-Suite, you have 30 days to cancel your subscription after placing your order during the initial subscription term, but you will not be refunded for the first month of your subscription. If you choose to terminate your subscription after the 30-day cancellation window during the initial subscription term, you are not entitled to a credit or refund for any charges paid in advance for your subscription and may be charged an early termination fee.

Cancellation Policy for Subsequent Subscription Terms
For purchases via T-Suite, after the renewal of the first subscription term, you can cancel at any time with a minimum of one-month of advance notice. You will not be entitled to a credit or refund for any charges paid in advance for your subscription.

Q: Do I need to purchase licences for every SharePoint Online user?

A: Yes. You must purchase a licence for every user, as well as for every external user who is using SharePoint Online.

Q: Do I need to purchase licences for an external Live Meeting user?

A: You do not need to purchase licences for external users who attend a Live Meeting. If an external user needs to schedule a Live Meeting, conduct a Live Meeting or utilise the Easy Assist feature in Live Meeting, that user needs a licence.

Q: Can I "buy out" the subscription licence similar to the way that buyouts are done today with on-premises licences if I want to own perpetual licence rights?

A: Customers who own a user subscription licence will not be able to buy out their licence and transform it into a perpetual licence.

Q: Do I have to purchase the licence separately from the service?

A: No, licences are sold as part of the online purchase process to gain access to the online services you wish to subscribe to. The licence is a USL (user subscription licence) which provides you with the right to use the online service for as long as you subscribe.

Q: Do I need to purchase Software Assurance for my Service Licences?

A: No. Unlike on-premise licences in which you buy Software Assurance to cover maintenance and upgrades, the online service USLs include rights to the most up-to-date software as long as you continue to pay the subscription fees.

Q: Can I purchase a combination of licences?

A: Yes. Customers can purchase any combination of licences that serves the usage of services within their company.

Q: Can I add users to my existing subscription at any time?

A: You can add licences to a subscription through the T-Suite® Management Console at any time. To add licenses to your Enterprise Agreement (EA) contact your customer account manager or Large Account Reseller (LAR).

Q: When I place an order that takes me to a better discount level, is that discount level honoured for all seats that are billed in the next month?

A: Yes, when quantity for the subscription moves into the next tier, the pricing tier is applicable for the entire quantity.

Q:Whom should I contact for help?

A: If you have any questions or require assistance, please contact T-Suite Support on 1800 TSUITE (1800 878 483)

Q:If Microsoft changes the agreement Terms and Conditions (T&C's) will I have to sign a new agreement? If so, does that mean that I can cancel the service?

A: You must resign an agreement only if the terms and conditions are updated. The current service still abides to the existing terms and conditions signed prior. For additional quantity orders under the same subscription term, customers will NOT be required to sign new agreement terms. If a customer would like to add seats for a new subscription after the agreement is updated but has not signed the new agreement, they cannot add seats.

Q: How can I review Service Level Agreements (SLAs) prior to the ordering process?

A:

Billing via T-Suite®

Q: What are the billing options?

A: Billing will occur on a monthly basis. Each customer will receive a separate bill from Telstra.

Q: What are the payment options?

A: Credit card payment is available to all customers, or alternatively you can choose to bill to your existing Telstra Bill.

Q: Can I add multiple subscriptions under the same order?

A: Yes. Each order can have multiple subscriptions to different BPOS services.

Q: Can I include a PO number on my order?

A: No. Including a PO on your order is not supported at this time.

Q: If my subscription automatically renews, does the price remain the same?

A: Your subscription will renew at the current price at the time of renewal, not at the previous contract price.

Q: Will I get a price break for ordering a large volume of licences?

A: Yes. Volume-level pricing is available based on seat commitments for both T-Suite and Enterprise Agreement customers.

Q: Where do I go for more information on billing?

A: For more information on billing, contact T-Suite Support on 1800 TSUITE (1800 878 483) or contact your account manager or Large Account Reseller (LAR) if you have an Enterprise Agreement (EA).