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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 is a confluence of multiple industry phenomena including SaaS, 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/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 Microsoft's set of online services 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. They are designed for customers with managed IT needs. The suite includes Exchange Online, Office SharePoint Online, Office Communications Online, Forefront Online Protection for Exchange and Office Live Meeting.

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 and the EU Safe Harbor framework?

A: All Microsoft Online Services allow customers in almost all cases to meet privacy compliance, depending on jurisdiction and industry requirements.

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). Depending on the current customer network connection bandwidth, some customers might have to upgrade their existing network connection. In the Dedicated version, a dedicated network connection is required and is the responsibility of the customer.

Q: What is the uptime SLA or security guarantees from Microsoft for BPOS?

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: 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 co-existence; this allows customers to implement a portion of their users.

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 tool. Active Directory is required for the Dedicated service.

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 Standard version of 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: If I choose to provision users in batch mode, will this synchronise 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 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: At launch, the Business Productivity Online Standard Suite will be sold in the U.S. through a new Microsoft Volume Licensing programme available at Microsoft Online Services site, the Microsoft Online Subscription Programme. If you have an existing Enterprise Agreement (via an ESA) you may also be able to purchase Business Productivity Online Standard Suite through this agreement. For detailed information about purchasing the Business Productivity Online Standard Suite through the Microsoft Online Subscription Programme, please see the Microsoft Online Subscription Programme Licensing and Business Policy Guide (Word | XPS).

If you have an Enterprise Agreement (EA) Direct or Indirect Government Licence, you are advised to purchase the Business Productivity Online Standard Suite through your existing VL programme.

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

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

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 Microsoft Online Services Customer Support.

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

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 licence.

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 a 5-seat minimum purchase requirement for an initial order and one seat for any add-on orders.

Q: How do I purchase additional storage?

A: You will get a 1GB mailbox with an Exchange Online licence and 250MB of space with an Office SharePoint licence. You can "attach" additional storage for 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 P.O. every year?

A: Microsoft is able to show a P.O. on the invoice. Customers have the ability to update their P.O. number at any time.

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

A: In order to cancel a subscription, you must contact Microsoft customer care.
Cancellation Policy during the First Subscription Term
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 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 of advance notice. After giving notice you will be charged for a final one-month subscription fee.

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 Microsoft Online 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 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:If I already have an existing Volume Licence Agreement with Microsoft (Select Licence, Open Value, etc.), what happens with my existing Volume Licensing agreement when I make a purchase through MOSP on the Microsoft Online Customer Portal?

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

• Exchange Online Standard (User SL) customers: View the Exchange Online Standard service SLA
• Office Communications Server Online Standard (User SL) customers: View the Office Communications Online SLA
• Office Live Meeting Standard and Professional (User SL) customers: View the Office Live Meeting SLA
• SharePoint Online Standard (User SL) customers: View the SharePoint Online Standard SLA

Billing

Q: What are the billing options?

A: Billing will occur on a monthly basis. Each order will receive a separate bill.

Electronic Invoice: You can choose to receive an electronic invoice (option in MOCP during order entry) if the total of your subscription is more than €250 per month. If you select this option, you will receive a monthly electronic invoice by email 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 MOCP; it is not available by email 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 MOCP for reference on all Invoices and eStatements. You are free to modify this PO number as needed through MOCP at any time.

Q: What are the payment options?

A: Credit card payment is available to all customers.

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 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.

International Availability

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

A: Language, country, and region availability differs depending on the service. Please see the table below for details: