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About Microsoft Online Services

Q: What is the Microsoft Software-plus-Services strategy?

A: Software-plus-Services is the Microsoft approach for the next generation of computing. It is a confluence of multiple industry phenomena, including SaaS, service-oriented architecture (SOA), and Web 2.0. Software-plus-Services combines these approaches to bring together the best of cloud-based services and the software that resides on a world of devices.

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

The Microsoft approach enables business customers to continue to use familiar user interfaces (such as Microsoft Office) 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 the set of online services from Microsoft designed for businesses.

Q: What is Business Productivity Online Standard Suite?

A: Business Productivity Online Standard Suite is a set of enterprise products delivered as a subscription service, hosted by Microsoft and sold with partners. It is designed for companies who have managed IT needs. The suite includes Exchange Online, Office SharePoint Online, Office Communications Online, Forefront Online Protection for Exchange, and Office Live Meeting.

Please note that BPOS is no longer available for purchase. Now you can get our new cloud productivity service - Office 365 offers a variety of plans for your productivity needs. Learn more >

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

A: For businesses, the Software-plus-Services approach provides more flexibility and choice. This approach enables organizations 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.

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 defenses, which requires multiple technologies.

Together, multiple layers of security controls and multiple technologies form the Microsoft defense-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 and spam filtering in the cloud), secure data access (HTTPS 128-bit encryption) and secure datacenters.

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 SOX 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 and are subject to an independent SAS 70 Type II audit 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 internal controls. Although our U.S. datacenters maintain a SAS 70 Type II for the physical controls of each facility, the Services (Live Meeting, Exchange Hosted Services, 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.

Q: What about data privacy and the European Union Safe Harbor framework?

A: All Microsoft Online Services allow you, in most all cases, to comply with privacy requirements, depending on jurisdiction and industry requirements.

Each of these services was built to adhere to Microsoft internal privacy standards, as described in "the Microsoft Privacy Guidelines for Developing Software Products and Services" Document.

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

Additionally, each of these services has a privacy statement that describes in detail how your data is treated. Microsoft abides by the Safe Harbor framework as set forth by the U.S. Department of Commerce for 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 requires no any dedicated network connectivity. Data exchanged between our datacenters and the end-users are secured with a 128-bit encryption (https). Depending on the current customer network connection bandwidth, you might have to upgrade your existing network connection. In the Dedicated version, dedicated network connection is required and is your responsibility.

Q: What is the uptime Service Level Agreement or security guarantees from Microsoft for Business Productivity Online Suite?

A: Microsoft provides a 99.9% uptime Service Level Agreement for Exchange Online, SharePoint Online, Office Live Meeting, and Office Communications Online.

Installation and migration

Q: How can I get help planning my Business Productivity Online Suite deployment?

A: The Deploying the Business Productivity Online Suite page is a good place to start for planning your deployment.

Q: Are there any prerequisites for the client software?

A: For the Standard Exchange Online service, Outlook 2007 is required. For the Dedicated service, Outlook 2003 is required.

Q: Can I move just a portion of my users to the online service, or do I need to move all of them?

A: Microsoft enables coexistence which allows you to implement a portion of your users.

Q: Is Active Directory required?

A: Active Directory is not required for the Standard service, but you can synchronize your existing Active Directory information to the service by using our tool. Active Directory is required for the Dedicated service.

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

A: Microsoft provides tools to migrate user information and e-mail from Exchange Server to Exchange Online. Microsoft also provides a directory synchronization tool to keep the Microsoft Online user list in sync with your on-premises Active Directory.

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

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

Q: If I choose to provision users in batch mode, will this sync from my local directory as a federation or a sync? If it is a sync, are passwords sent to Microsoft?

A: In the Standard version, the passwords are not sent to Microsoft. In the Dedicated version, the passwords are sent.

Q: Will you require me to upgrade before my organization 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 make sure that you are notified of changes ahead of time and allow adequate time for preparation.

Q: What is the notification process for Business Productivity Online Suite service upgrades?

A: E-mail notifications will be sent to the administrator on record.

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

A: Yes, you can migrate your data to and from on-premise and online solutions.

Q: Does the service include domain registration?

A: No. Every customer is required to register its own domain.

Purchasing

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

A: Please note that BPOS is no longer available for purchase. Now you can get our new cloud productivity service - Office 365 offers a variety of plans for your productivity needs. Learn more >

If you have an Enterprise Agreement Direct or Indirect Government License, you are advised to purchase Office 365 through your existing Volume Licensing program.

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

A: Licenses may be reallocated through the Microsoft Online Administration Portal (link available on the Microsoft Online Services Customer Portal).

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

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

Q: What happens if my domain name changes?

A: Please contact Microsoft Online Services Customer Support.

Q: Who do I contact if the person who ordered our services and who had access to Microsoft Online Customer Services Portal is no longer valid?

A: Please contact Microsoft Online Services Customer Support.

Q: Does Live Meeting require a USL for every attendee?

A: Yes. Live Meeting services are provisioned by user as designated by the customer. Every attendee requires a license.

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

A: For our new service offering, Office 365, there is a 1-seat minimum purchase requirement for an initial order and one seat for any add-on orders. For BPOS, there is a 5-seat minimum.

Q: How do I purchase additional storage?

A: You will get a 25-GB mailbox with an Exchange Online license, and 500MB of space with an Office SharePoint license. You can "attach" additional storage to a user by purchasing Storage Add-On Licenses. Additional storage can be purchased on the Microsoft Online Customer Portal.

Q: Can you show a new purchase order every year?

A: Microsoft can show a purchase order on the invoice. You can update your purchase order number at any time.

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

A: To cancel a subscription, you must contact Microsoft customer care.
You have 30 days to cancel your subscription after placing your order during the initial subscription term, but you will not receive a refund 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 that subscription term.

Cancellation policy for subsequent subscription terms
After the renewal of the first subscription term, you can cancel at any time with a minimum of one-month advance notice. After giving notice you will be charged for a final one-month subscription fee.

Q: Do I have to purchase licenses for every SharePoint Online user?

A: Yes. You must purchase a license for every user and for every external user who is using SharePoint Online.

Q: Do I have to purchase licenses for an external Live Meeting user?

A: You do not have to purchase licenses for external users who attend a Live Meeting. If an external user has to schedule a Live Meeting, conduct a Live Meeting, or use the Easy Assist feature in Live Meeting, they will need a license.

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

A: If you own a user subscription license, you cannot buy out your license and transform it into a perpetual license.

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

A: No, licenses are sold as part of the online purchase process to gain access to the online services you want to subscribe to. The license is a USL (user subscription license) that provides you the right to use the online service for as long as you subscribe.

Q: Do I have to purchase Software Assurance for my Service Licenses?

A: No. Unlike on-premises licenses 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 licenses?

A: Absolutely. Customers can purchase any combination of licenses that they feel will reflect the usage of services within their company.

Q: How do I convert all the licenses under a stand-alone service, such as Microsoft Exchange Online Standard, to Business Productivity Online Standard Suite licenses?

A: To transfer your existing stand-alone subscription licenses to a Business Productivity Online Standard Suite subscription, you purchase a new Business Productivity Online Standard Suite subscription using the same Windows Live ID and activate it on the same domain as your stand-alone subscription. After you have purchased the new Business Productivity Online Standard Suite subscription, edit the properties of the transferred users to transfer your stand-alone licenses to Business Productivity Online Standard Suite. After the licenses are transferred, you must contact support to cancel your stand-alone subscription.

Note that subscription cancellation policies still apply.

For detailed steps about how to purchase and assign a service to a user account, visit the Microsoft Online Services Help and How-to portal.

Learn how to contact support.

Q: How do I convert one or more licenses of Exchange Online Deskless Worker to Exchange Online Standard?

A: To transfer your existing Exchange Online Deskless Worker subscription licenses to an Exchange Online Standard subscription, you purchase a new stand-alone subscription using the same Windows Live ID and activate it on the same domain as your Exchange Online Deskless Worker subscription. After you purchase the target subscription, you edit the properties of the transferred users to transfer your first subscription’s licenses to the target subscription.

Note that subscription cancellation policies still apply.

For detailed steps about how to purchase and assign a service to a user account, visit the Microsoft Online Services Help and How-to portal.

Learn how to contact support.

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

A: You can add licenses to a subscription through the Microsoft Online Services Customer Portal at any time using the "Manage Subscriptions" tab.

Q: When I place an order that takes me to a better discount level, is that discount level honored for all seats billed 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: If I already have an existing Volume License Agreement with Microsoft what happens when I make a purchase through Microsoft Online Services Program on the Microsoft Online Services Customer Portal?

A: Your existing Volume Licensing Agreement remains intact. You are considered a new customer to the Microsoft Online Subscription Program and all purchases that you make through the program are licensed through the Microsoft Online Subscription Agreement you are required to sign online.

Q: Whom should I contact for help?

A: Please contact Support. You can choose to submit a service request at this site or call a Customer Support Representative.

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: An agreement only has to be resigned 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, you are not required to sign new agreement terms. If you want to add seats for a new subscription after the agreement is updated but has not signed the new agreement then they cannot add seats.

Q: How do I find my invoice and how do I read my invoice?

A: To view the bills and invoices on Microsoft Online Customer Services Portal, follow these steps:

1. Sign in to the Microsoft Online Services Customer Portal, and then, under Actions, click View my bills.
2. On the Profile Orders page, select the order that you want, and then, under Action, click View Online Bill/Invoice.
3. On the Online Bill page on the Billing Period drop-down menu, select the dates that you want to view.
4. If you want to save the invoice, click Static Reports.
5. On the Billing Period drop-down menu, select the bill that you want to save as a PDF file.
6. When the report file name appears, click Invoice.pdf, and then save or print the PDF file.
7. If you want to view the billing history, click Billing History.

Example of E-bill (invoice for credit card payments for Microsoft Online Services)


Page 2


Example of Invoice E-bill

Q: What is the Microsoft Online Subscription Program?

A: Microsoft Online Services are subscription-based offerings that provide you all the benefits of the latest technology with reduced costs. Many services in the Online Services portfolio are Software as a Service (SaaS) applications. Unlike traditional software that is installed, used, managed, and supported locally on a computing device, SaaS applications offer the following benefits:

• A critical portion of the software resides outside your IT environment.
• Applications are hosted at Microsoft Data Centers.
• Microsoft or the partner, not your business, is responsible for managing the operation, upkeep, and maintenance of the software.
• The version of software running is the most current, allowing you to benefit from the latest software functionality without complex IT management.
• Services are priced monthly and billed up-front, annually, or monthly (monthly available only to Open Value) for the term of the agreement.

Traditionally, software is installed, used, managed, and supported locally on a computing device within your organization's environment. For example, you install and use Microsoft Word locally on a computer within your organization. You also manage the operation, upkeep, and maintenance of Word as part of your organization's overall IT environment.

In contrast, a critical portion of the Online Services software usually resides with a service provider outside your organization's IT environment. However, not all the software resides with the service provider. Some software may be installed locally on your computing device to deliver the value of the online service or to enhance your experience.

With Online Services, you derive a significant portion of the value of the software by accessing the service provider's systems remotely from within your own organization. And the service provider is responsible for managing the operation, upkeep, and maintenance of the software on his or her systems.

How to buy

Q: What happens to the Business Productivity Online Standard Suite? How do I move to Office 365 from BPOS?

A: Office 365 replaces the Business Productivity Online Suite. Enterprise customers can contact a Microsoft sales representative or Microsoft Partner directly for purchase details, or get more information about volume licensing.

Existing Business Productivity Online Suite customers can transition during the 12 months following general availability of Office 365 in 2011. Check out the Office 365 Transition Center for information and guidance about the transition.

Q: I already have a Volume License Agreement with Microsoft. Can I buy Online Services here?

A: Yes. But you are considered a new customer to the Microsoft Online Subscription Program and all purchases that you make through the program are licensed through the Microsoft Online Subscription Agreement which you sign online to complete your purchase.

If you are an Enterprise Agreement (EA) customer, you are advised to purchase Online Services through your existing Volume License agreement. Please contact your Microsoft reseller for more information.

Q: Do I pay more to use a Microsoft partner?

A: No. There is no change in pricing to name a partner with your order. You can benefit from working with a qualified partner to review your online services requirements and help configure a solution that meets your specific business needs.

Q: How often do I pay?

A: Subscriptions to online services sold here are paid monthly. You can use a credit card for payment.

Q: How long is the subscription term?

A: Subscriptions are for 12 months and automatically renew. For details on term length, renewal, and cancellation please download the Microsoft Online Subscription Program Licensing and Business Policy Guide (Word | XPS).

Q: How can I review Service Level Agreements (SLAs) before ordering?

A: View the Online Services Consolidated SLA.

Billing

Q: What are the billing options?

A: Billing is done monthly. Each order will receive a separate bill.

• Electronic Invoice: You can choose to receive an electronic invoice (option in Microsoft Online Customer Services Portal during order entry) if the total of your subscription is more than $500 per month. If you select this option, you will receive a monthly electronic invoice by e-mail for each order placed. Note: Each order can have multiple service subscriptions.
• Electronic Statement: An electronic statement (eStatement) is produced when an invoice is sent or after a credit card is charged. You can only view the eStatement on Microsoft Online Customer Services Portal; it is not available by e-mail or hardcopy postal service mail. eStatements are consolidated at the order level; one eStatement is available per order, per month.
• Purchase Order Number: You can enter your own purchase order (PO) number in Microsoft Online Customer Services Portal for reference on all Invoices and eStatements. You are free to modify this PO number as needed through Microsoft Online Customer Services Portal at any time.

Q: What are the payment options?

A: Credit card payment is available to everyone.

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

A: Yes. Each order can have multiple subscriptions.

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

A: Yes. You can include a PO number of your own choosing and you can update it at any time.

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

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

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

A: Yes. Volume-level pricing is available based on seat commitments.

Q: How do I find my invoice and how do I read my invoice?

A: To view the bills and invoices on Microsoft Online Customer Services Portal, follow these steps:

1. Sign in to the Microsoft Online Services Customer Portal, and then, under Actions, click View my bills.
2. On the Profile Orders page, select the order that you want, and then, under Action, click View Online Bill/Invoice.
3. On the Online Bill page on the Billing Period drop-down menu, select the dates that you want to view.
4. If you want to save the invoice, click Static Reports.
5. On the Billing Period drop-down menu, select the bill that you want to save as a PDF file.
6. When the report file name appears, click Invoice.pdf, and then save or print the PDF file.
7. If you want to view the billing history, click Billing History.

Example of E-bill (invoice for credit card payments for Microsoft Online Services)


Page 2


Example of Invoice E-bill

Q: What is the Microsoft Online Subscription Program?

A: Microsoft Online Services are subscription-based offerings that provide you all the benefits of the latest technology with reduced costs. Many services in the Online Services portfolio are Software as a Service (SaaS) applications. Unlike traditional software that is installed, used, managed, and supported locally on a computing device, SaaS applications offer the following benefits:

• A critical portion of the software resides outside your IT environment.
• Applications are hosted at Microsoft Data Centers.
• Microsoft or the partner, not your business, is responsible for managing the operation, upkeep, and maintenance of the software.
• The version of software running is the most current, allowing you to benefit from the latest software functionality without complex IT management.
• Services are priced monthly and billed up-front, annually, or monthly (monthly available only to Open Value) for the term of the agreement.

Traditionally, software is installed, used, managed, and supported locally on a computing device within your organization's environment. For example, you install and use Microsoft Word locally on a computer within your organization. You also manage the operation, upkeep, and maintenance of Word as part of your organization's overall IT environment.

In contrast, a critical portion of the Online Services software usually resides with a service provider outside your organization's IT environment. However, not all the software resides with the service provider. Some software may be installed locally on your computing device to deliver the value of the online service or to enhance your experience.

With Online Services, you derive a significant portion of the value of the software by accessing the service provider's systems remotely from within your own organization. And the service provider is responsible for managing the operation, upkeep, and maintenance of the software on his or her systems.

International availability

Q: In what languages, regions and countries will Microsoft Online Services be available?

A: Language and country availability differs depending on the service.

Service Offering	Languages (service specific UI, documentation, support)	Countries and regions
Live Meeting	Danish, Dutch, Chinese (Simplified), Chinese (Traditional), English, Finnish, French, German, Japanese, Italian, Korean, Portuguese (Brazil), Spanish, Swedish	Argentina, Australia, Austria*, Bahrain*, Belgium, Brazil, Bulgaria*, Canada, Chile, Colombia, Costa Rica, Cyprus, Czech Republic, Denmark, Ecuador, Egypt*, Estonia, Finland, France, Germany*, Greece, Guatemala, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Japan, Kuwait, Latvia, Lithuania, Luxembourg, Malaysia, Mexico, Netherlands, New Zealand, Norway, Oman, Peru, Poland, Portugal, Puerto Rico, Romania*, Russia, Saudi Arabia*, Singapore, Slovenia, South Africa, Spain, Sri Lanka, Sweden, Switzerland*, Taiwan, Trinidad & Tobago, Turkey, UAE*, Ukraine, United Kingdom, United States, Uruguay*, Venezuela *VoIP audio not available
Exchange Hosted Services (EHS)	Chinese, Dutch, English, French, German, Italian, Japanese, Korean, Portuguese, Spanish	Worldwide (some exceptions apply due to local regulations)
Office 365	English, Br Portuguese, Chinese (simplified), Chinese (traditional), Czech, Danish, Dutch, Finnish, French, German, Greek, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Spanish, Swedish, Romanian	United States, Australia, Austria, Belgium, Canada, Colombia, Costa Rica, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Greece, Hong Kong SAR, Hungary, India, Ireland, Israel, Italy, Japan, Korea, Luxembourg, Malaysia, Mexico, Netherlands, New Zealand, Norway, Peru, Poland, Portugal, Puerto Rico, Romania, Russia, Singapore, Spain, Sweden, Switzerland, Trinidad and Tobago, United Kingdom

Learn more about how to transition to Office 365 >