Prepared for:
Prepared by: / Bronson TangSteve ColeTitle: / Director of Channel SalesSenior Sales Engineer
Tel: / (858) 345-4592(858) 626-8186
E-mail: /
Date:
Version: / 1.0
Confidentiality notice
The information contained in and transmitted with this proposal is confidential. This document is the property of and is proprietary to EtomicMail. This document is NOT to be disclosed in whole or in part without the written consent of EtomicMail, shall not be duplicated or used in whole or in part for any purpose other than to evaluate EtomicMail’s services, and shall be returned immediately upon request. This document is “Confidential” and unauthorized disclosure will subject the discloser to any civil and criminal penalties available to EtomicMail.
Trademark notice
All trademarks, registered trademarks, or service marks mentioned in this document are the property of their respective owners.
Table of Contents
About EtomicMail
Diagrams
Support
MANAGED SERVICES – SUPPORT TEAMS
EtomicSupport: Levels of Support
Facilities: Performance Infrastructure
Network
Security
Service Level Guarantee
EtomicMail™ – Service Descriptions
Hosted Zimbra E-Mail Collaboration System
Zimbra Features
Managed Hosting
High Availability / Disaster Recovery
EtomicSupport™ - Custom Support
Zimbra Support Roles
Service Configuration and Pricing
Zimbra e-Mail Collaboration Software (Network Edition) and System
About EtomicMailOur Services
EtomicMail's services act as the ultimate gatekeeper to protect your organization’s IT messaging infrastructure. We offer superior e-mail protection and message management services that can accommodate any company size. Whether it is a small business or global enterprise, EtomicMail provides security and peace-of-mind knowing your network is shielded from unwanted viruses, worms and unsolicited e-mail. Our extensive network architecture provides inbound and outbound message management designed to secure your network gateways.
Spam and Virus Protection
With exponential increases in the amount of spam and virus attacks on computer systems, EtomicMail provides the most technologically advanced network and e-mail system protection, guarding against: attack from malicious code, or worms; viruses; infiltration and inundation of unsolicited e-mail, or spam; and unwanted assaults on your e-mail servers.
Message Management/Hosting
Significantly reduce costs by investing in EtomicMail's message management solutions—a vital component for companies relying on e-mail to support their business.
E-mail has become an essential component for thriving in today's business climate. EtomicMail's electronic message management solutions play a fundamental role in protecting your company's digital assets and ultimately boosting company productivity. We pride ourselves on having network messaging solutions accompanied by exceptional, individualized client service. From our team of highly trained engineers and developers, to our client service support teams all play a vital role in delivering our technologically advanced e-mail protection and message management services.
Our Values
Beyond serving our customers with the utmost integrity, EtomicMail has a strong belief in serving our community, while maintaining our social and environmental responsibility. As a member of Co-op America, EtomicMail takes an active role in community service. Our efforts include regularly donating our time, energy and resources to local, non-profit organizations, as well as generously donating five percent (5%) of company profits to such community organizations. Our commitment to Co-op America is also demonstrated in our coordination of a "Call to Protect" program in which cell phones were collected and donated to assist women who are victims of domestic violence. The Co-op America Business Network is the largest organization of socially and environmentally responsible businesses in the world. With the organizing power of 2,000 businesses, CABN is building the Green Economy ... and changing the way America does business.
He has achieved success who has lived well, laughed often and loved much; who has enjoyed the trust of pure women, the respect of intelligent men and the love of little children; who has filled his niche and accomplished his task; who has left the world better than he found it, whether by an improved poppy, a perfect poem, or a rescued soul; who has never lacked appreciation of earth's beauty or failed to express it; who has always looked for the best in others and given them the best he had; whose life was an inspiration; whose memory is a benediction.
- Bessie A. Stanley (b.1879)
EtomicMail also places a strong emphasis on our responsibility to the environment. As such, we are listed as members of the National Green Pages - a directory of companies and organizations dedicated to protecting our fragile environment. Co-op America's Green Pages™ is America's premier directory of qualified green companies — companies with demonstrated commitments to social and environmental responsibility. All companies in the Green Pages™ have been screened and approved by Co-op America. A green company operates in ways that solve — rather than cause — environmental and social problems. These businesses adopt principles, policies and practices that improve the quality of life for their customers, employees, communities, and the planet.
The Team
Our team comes from some of the largest service providers in the industry including HP Services, Verizon Business (Formerly Digex and MCI Managed Services), Rackspace, GTE Internetworking, Genuity, Dantis Managed Hosting, Software Spectrum Outsourcing Services, and government.
Value
EtomicMail is proud to offer enterprise-level services that are affordable for the small and mid-markets. We have bridged the gap between low cost commodity service providers and the very expensive enterprise providers. This chart explains where we fit in the market.
Customer Focus:
We are committed to customer satisfaction: our team members are dedicated to ensure customer success, quick response, and in-depth expertise. They are also compensated on customer satisfaction. Excellent customer service and support is our number one objective, so customer issues take priority over all. We have a very experienced team with a depth of knowledge of technology and business that becomes an extension of our customer’s internal resources. We are constantly improving and evolving to provide our customers the best and this is evident by our customer referrals.
Commitment:
We are committed tooffering great services at an affordable price. We accomplish this by using on-demand infrastructure, industry experience, automation, andinnovative technology.
We utilize on-demand infrastructure so we can expand our capabilities as our customer base grows. EtomicMail was formerly a software development firm,so in addition to using industry-leading technology, we develop many of our own tools such as our Advanced Management Systems (AMS), a custom automation support software. Our support team focuses on specific customer issues, while our AMS automatically monitors and reacts to resolve most issues. AMS increases accuracy and logs activity eliminating the areas where most of the errors occur in hosting. AMS also radically reduces the day-to-day need for human intervention on repetitive tasks, drastically decreasing cost and improving service quality. It increases accuracy and our service levels because it performs many tasks in milliseconds versus hours or days. This frees our support team to focus on you.
Location:
Our headquarters is located in beautiful San Diego, California. The primary data center houses the 24x 7 Network Operation Center (NOC) and all our security devices, servers, networking routers, switches, and SAN equipment. Our secondary data center is utilized for high availability solutions. Both facilities have full redundancy from power to multiple Internet Service Providers. There are multiple diesel generators that can sustain the data centers for 18 hours, and if more fuel is needed, it is on contract for automatic refuel. Each generator is started weekly. Multiple UPS systems are in place to power the DC for more than an hour, even though it only takes a few minutes for the generator to kick in. The network is Cisco Powered, meaning it is 100% Cisco equipment. The data center sits directly on the Internet Backbone (OC-192) and has 10 different Internet service providers in the data center. There are redundant paths to the backbone, using multiple ISPs. There are also redundant AC systems and a fire suppression system.
Contact Information:
E-mail:/ Telephone
(858) 345-4592
Fax:
(866) 263-1544 / Locations:
Corporate Office/ Billing / Shipping
7514 Girard Ave. 1-338
La Jolla, CA 92037
Data Center - San Diego, California
Diagrams
Support
EtomicSupport™ is focused on your needs. Our support staff is dedicated to your business success and technical needs by providing excellent customer service, 24 hours a day, 7 days a week. To contact our support team, simply email us at , call our main support (858) 626-8186, or call your customer service manager’s cell phone directly.
You will have a dedicated Customer Service Manager with fully managed services who is responsible for ensuring that your needs are met and championed within our organization. Your Customer Service Manager is also responsible for coordinating periodic progress reviews to ensure that your commitment levels and expectations are met. The Customer Service Manager will serve as your main point of contact for business and general administrative issues. Your quickest response will result from simply emailing the support team at nd this should be your first point of contact. This email will automatically generate a support ticket with our Advanced Management Systems (AMS) including the information in your email. The Network Operations Center (NOC) and the support team are instantly notified. Plus, your Customer Services Manager is notified via email and pager.
Our customers like the convenience of the email ticket generation feature of our Advanced Management Systems (AMS). An email is simple, quick, and easy, instead of going to a portal, logging on, finding the correct location, and then generating a ticket. We developed this system due to customer surveys and demand. On the user side sending an email could not be simpler, and on the back end we have developed a unique and complex proprietary system. This is just one of the simple things we have done to set us apart and help simplify our customer’s lives.
MANAGED SERVICES – SUPPORT TEAMS
Managed Services- 24x 7 System Monitoring and Management
- Dedicated Customer Service Manager
- Security Monitor and Administration
- Windows Server OS support
- UNIX OS Support
- Burstable Multi-homed High Speed Bandwidth
- Network Management
- Hardware Maintenance, Break-fix, & Replacement
- Application Monitoring and Support
- 100% Availability Options
- Database Administration
- Customer Service Managers
- Security Administrators
- Windows Administrators
- UNIX Administrators
- Network Administrators
- Hardware Maintenance Engineers
- Data/Backup Administrators
- DataCenter technicians
- Database Administrators
- Software & Migration Engineers
Below is our standard Support Matrix for self-managed support and fully-managed support. These support levels may be modified to your specific needs.
EtomicSupport: Levels of Support
SERVICE / Fully ManagedCustomer Support Team availability / 24 x 7 x 365
Full Admin/Root level access for customer / 24 x 7
Reboots / Unlimited
Severity Level 1 (Emergency): Response Time / <15 Minutes
Severity Level 2 (Priority): Response Time / <4 Hours
Severity Level 3 (Non-Critical): Response Time / <12 Hours
System Monitoring / 1 Port every 5 Min.
OS installation / yes
OS re-install (subject to $150 re-install fee) / yes
Unlimited Support Tickets / yes
Updates of Support Status / yes
Network Uptime SLA / 99.99%
Hardware Replacement SLA / 24 hour
Hardware uptime / 100% optional
On-call Support guru for customer issues / yes
Advanced Technical Support / yes
Troubleshooting / yes
Database Trouble Shooting / yes
Automatic Senior Management Escalation / yes
Dedicated Customer Service Manager / yes
Application monitoring / yes
Data Recovery Protection with Backup Service / yes
Back up data administration / Yes with backup
APPLICATION HOSTING
Customer Application Support / optional
Application Monitoring / optional
Application scripting & functionality monitoring / optional
Microsoft Application Support / optional
Exchange or Zimbra Administration / optional
MS SQL Administration / optional
Facilities: Performance Infrastructure
The EtomicMail approach is to align site capacity to business needs creating an optimal customer experience minus unnecessary overcharges and provisioning costs. Similar to just-in-time inventory practices,EtomicMail monitors site performance metrics for pre-planned scale upgrades aligned to business growth.
EtomicMail has engineered a network system independent of real estate and hardware constraints of the old world. Our architecture is based on a combination of facilities. The primary data center houses the 24 x 7 Network Operation Center (NOC), all of our security devices, servers, networking routers, switches, and SAN equipment. Our secondary data center is utilized for high availability solutions. Both facilities have full redundancy from power, AC, to multiple Internet Service Providers. There are multiple diesel generators which can sustain the data center for 18 hours, and if more fuel is needed it is on contract for automatic refuel. Each Generator is started weekly. Multiple UPS systems are in place to power the data center for over an hour even though it only take a few minutes for the Generator to kick in. The Network is Cisco Powered, meaning it is 100% Cisco equipment. The data center sits directly on the Internet Backbone (OC-192). There are redundant paths to the backbone, using multiple ISP’s. There are also redundant AC systems and a fire suppression system.
We guarantee 99.99% network uptime. Our network currently has Internet connections to multiple bandwidth partners with routable Internet transit. Any one of these connections can be lost without adversely affecting the performance of the network.
We have 10 backbone providers in our data center with direct hands capabilities to each (no local loop). We buy all our transit from our bandwidth partners to ensure that packets of information are delivered to the end user. This offers significant advantages over simply peering with the major backbones. Peering agreements rarely include Service Level Agreements (SLA's). As a result, no one is accountable for lost packets at congested exchange points. Because we actually have SLA's with all of our bandwidth partners, we are able to guarantee that all packets will leave our network at full speed.
The Network is Cisco Powered, meaning it is 100% Cisco gear. The Data Centers sits directly on the Internet Backbone (OC-192). There are redundant paths to the backbone, using multiple Internet Service Providers. There are nine (9) in-building Service Providers.
SecurityEtomicMail incorporates a multi-pronged, multi-tiered security approach, allowing for robust security for every EtomicMail customer.
Access to EtomicMail’s server facilities is restricted to employees with a strict need-for-access. Access requires passing multiple levels of keycard access, including biometric palm scanning and PIN keypad entry. No customers have physical access to their machines.
Additional levels of security are applied to the back-end-monitoring network. Only authorized personnel with administrative privileges have access to the network. In addition, access to the backup systems is limited to authorized personnel.
Physical Security
A comprehensive surveillance system with strategically located cameras records movement throughout the data centers. Full-perimeter video cameras monitor the ground surrounding data center. Card-Key access ensures that even EtomicMail staff members only have access to the areas for which they have been approved.
Details of Physical Security
- Three-level security architecture
- Card-Key access to Level 0 (includes lobby and public areas)
- Card-Key plus either hand-geometry reader or security guard checkpoint to access Level 1
- Card-Key (restricted) to pass from Level 1 to Level 2
- Physical key (restricted) is required to access Level 3 (Standard Server Rooms)
- Internal CCTV throughout facility, recorded, with tapes retained for seven days
- External full-perimeter CCTV monitoring, recorded, with tapes retained for seven days
In addition, maintenance areas such as air conditioning, electrical, telecommunications, shipping and receiving are segregated from servers and other portions of the building. Closed Circuit Television (CCTV) is utilized throughout the facility—including computer rooms, passageways, entrances, exits, roofs and external surroundings—and footage is captured on videotape.
Fire Suppression
EtomicMail’s fire suppression system provides advanced fire protection. Our system continuously monitors the air for smoke, chemicals and other hazardous materials. Each server farm is monitored and zoned separately, and an automated monitoring system instantaneously notifies site security and local fire departments in the event of an incident.
The data centers employ several levels of fire suppression systems, to quickly extinguish fires while not damaging computer systems. These include the fires suppression systems described below.
Computer Room: Primary Fire Suppression
Each computer room has an independent FM200 gaseous fire suppression system with incipient-phase early-warning primary smoke detection capabilities. This system requires that two detectors identify a fire situation. Once the building alarm systems are activated, security and local fire authorities are notified. A short delay allows staff to evacuate the computer room prior to system activation. FM200, a non-conductive and non-corrosive gas, is then released into the room to extinguish the fire. Each computer room is independent so that a fire in one room will not trigger the suppression systems in another room.
Generator Room Fire Suppression
Dry-pipe sprinkler protection systems provide fire suppression to the generator rooms. This system is two-staged, whereby the detection of smoke will cause the system to be charged with water, which is retained until the temperature threshold is exceeded. Once the temperature exceeds a predetermined level, the water is released.