Service Description Safecom Simple Mail Relay Version 3.5

Transcription

1 Service Description Safecom Simple Mail Relay Version Telecom NZ Ltd Commercial in Confidence

2 CONTENTS 1 INTRODUCTION SERVICE DEFINITION SERVICE OVERVIEW SERVICE FEATURES CUSTOMER RESPONSIBILITIES SERVICE IMPLEMENTATION STANDARD FEES AND INVOICING STANDARD SAFECOM SIMPLE MAIL RELAY OPTIONAL COMPONENTS EXCLUSIONS Telecom NZ Ltd Page 2 Commercial in Confidence

3 1 INTRODUCTION The purpose of this document is to provide a detailed service description for the Safecom Simple Mail Relay service, whereby the overarching Safecom Service Specification document applies and this document describes information specific to this service. If you require further technical information, please contact your account manager. 2 SERVICE DEFINITION 2.1 SERVICE OVERVIEW is a core application of most organisations whose risks have risen substantially over recent years including spam, viruses and employee abuse (chain mail or high volume personal use with large attachments). A mail relay is a system that transfers messages from servers (Post Offices) to other remote servers. The Safecom Simple Mail Relay service is designed for customers who have their own mail relay system, and need to connect to an upstream mail relay to send and receive from their internal mail systems to the Internet. This is typically used where customers are using other Safecom services, but require their own mail relay systems. The following diagram outlines the key components of the service and its boundaries: Customer s Mail System the customer provides their own mail server, mail scanning systems (such as virus control) and client software on the customer site which connect into the Safecom Simple Mail Relay service. Safecom Connectivity this is comprised of the Safecom Customer Connection service which links the Customer Network into the Gen-i Service Delivery Platform. Connectivity is required to enable communications between the customer s mail systems and the Safecom Simple Mail Relays through to the Internet. o Safecom Simple Mail Relay Systems - these systems act as a frontline proxy to transfer mail to and from the Internet. The Simple Mail Relay Service does not provide virus or content scanning and policy enforcement; if this is required the customer should ask their account manager for the Safecom Secure Mail Relay Service Description which describes the Safecom service that includes these additional security features. Third Party Mail Systems these are the mail servers external to the customer and Safecom that the customer s users send and receive Internet mail to/from. SECURITY SERVICE Network Interface Layer Firewall Systems IDS Firewall Systems SECURITY IDS SERVICE FIGURE 1: SAFECOM SIMPLE MAIL RELAY SERVICE 2006 Telecom NZ Ltd Page 3 Commercial in Confidence

4 The main security threats addressed by the Safecom Simple Mail Relay Service are: Attacks on customer s network devices and mail systems with this service, the only component visible to the Internet is the Safecom Simple Mail Relay system, which has been security hardened and is monitored 24 hours per day x 7 days per week. Customer pre-requisites for use of this service are: Safecom Connectivity the Safecom Customer Connection as detailed in the Safecom Customer Connection service description is required to be configured prior to implementation of the Safecom Simple Mail Relay service. Customer Mail System - as the Simple Mail Relay system does not provide any control or virus screening of messages or attachments, these functions should be implemented on the customers Mail Relay system. If this is not possible, then an alternative would be to upgrade to the Safecom Secure Mail Relay service which includes these features. 2.2 SERVICE FEATURES The Safecom Simple Mail Relay service includes the following features: Simple Mail Relays SMTP Relay Process customers using this service are provided with an SMTP mail relay process. This process allows the customers Mail relay servers to send and receive to/from the Internet. Internet Connectivity and Bandwidth. Firewall Filtering the Safecom firewalls restrict the traffic from the Internet to the Safecom simple mail systems, to specific protocols and addresses. Also, all traffic from the Simple Mail Relay to the customers mail relay systems is limited to specific addresses and protocols of the Safecom Simple Mail relay systems. This service does not provide: Exclusions Policy Enforcement the simple mail relay system does not provide any scanning of or attachment content including spam. It does not restrict based on objectionable content, size, time, or type of attachment. If this is function is required, it must either be implemented on the customers mail relay system or the customer must evaluate/upgrade to the Safecom Secure Mail Relay service.. Virus Scanning the simple mail relay system does not provide any scanning of or attachments for virus infection. If this function is required, it must either be implemented on the customers mail relay system or the customer must evaluate/upgrade to the Safecom Secure Mail Relay service. Reports or Breakdown of Usage Statistics this service does not provide any detailed reports. 2.3 CUSTOMER RESPONSIBILITIES As per the Safecom Service Specification and including the customer s mail system information detailed below. Customer s Mail System This service has been designed to work with customers mail relay systems. Therefore, it is important that customers have their own mail relay system, and ensure that it is kept up to date with security patches, virus and spam updates Telecom NZ Ltd Page 4 Commercial in Confidence

5 2.4 SERVICE IMPLEMENTATION This section of the service description provides information on the provisioning process for the Safecom Simple Mail Relay service, and the steps involved. The overarching Safecom Service Specification should be reviewed as this table is specific to the Safecom Simple Mail Relay service. The following is an outline of a typical implementation of this service: Implementation Team Responsibilities Customer Responsibilities Pre-requisite Configure the Safecom Customer Connection if not already configured for other services. As per the Safecom Customer Connection service description. Pre-Sales Scope pre-implementation work and estimate costs. Complete Design Proposal (if applicable). Provide accurate information for business and technical requirements, including identifying domains and customer mail relay addresses. Contract, Technical Specification & Statement of Work Design and Integration Engineer completes the Safecom Simple Mail Relay service section of the Technical Specification. Prepare Safecom Contract Variation (if applicable). Complete Statement of Work. Sign Safecom Contract Variation (if applicable) Develop a test plan to set the criteria for successful implementation of all functionality. Agree and signoff Statement of Work. Configure Firewalls and Relays The Safecom Implementation Engineer will configure the customer instance of the Simple Mail Relay service based on the customer s requirements i.e. configure firewalls, routing, domains etc and provide the customer with the Mail Relay address. Migration of Domain Hosting if required In cases where the customer chooses to migrate their domain hosting to Xtra, the customer is to arrange with the organisation providing existing domain hosting services to migrate them to Xtra. Cut over Outbound Mail and Test The Safecom Implementation Engineer will work with the customer to cut over outbound mail. Typically this is coordinated so that when the change is made to the customer s mail server, the Implementation Engineer is monitoring the messages out and can immediately identify problems if they occur. The customer s technical person will work with the Safecom Implementation Engineer to test the service outbound from the customer s site. Cut over Inbound Mail and Test This requires changes to the domain records held by the Internet Service Provider (ISP) where the domain is hosted. If this ISP is Xtra, the Safecom Implementation Engineer will coordinate this change. The Safecom Implementation Engineer will assist with testing DNS changes are successful and that mail communications from an external mail client to a customer recipient is successful. If the ISP is not Xtra, the customer s technical person will co-ordinate the domain record changes when given the go ahead from the Safecom Implementation Engineer. The customer s technical person will work with the Safecom Implementation Engineer to test the service inbound from the customer s site Telecom NZ Ltd Page 5 Commercial in Confidence

6 Integration Completion Work with customer to ensure all requirements in the Statement of Work are met. Sign off Safecom solution to acknowledge delivery of functionality as agreed. Handover to SOC (Security Operations Centre) Ensure customer is aware that the services are in production and are aware of SOC s problem management and change control processes. Ensure support processes are communicated to all relevant internal parties. Each of the above stages includes discussions between the Safecom Implementation Engineer and the customer technical contact, as well as testing and sign-off processes. SAFECOM DNS Safecom mail relay servers provide customers with name resolution for all Internet domains. Configuration Information 2006 Telecom NZ Ltd Page 6 Commercial in Confidence

7 3 STANDARD FEES AND INVOICING The actual costs for this service are detailed in the Safecom Price schedule. In addition to the Safecom Service Specification fee information, the following information pertains to the Safecom Simple Mail Relay service specifically. 3.1 STANDARD SAFECOM SIMPLE MAIL RELAY ONE-OFF INSTALLATION FEES Installation fees are invoiced in arrears and cover items such as: Creation of access controls from Safecom into the customer s network. Configuration of the mail relay systems for the customer instance. Initial test of the mail send and receive process in co-ordination with the customer s technical resource. Liaison with customer for service establishment, training and roll-out. FIXED MONTHLY FEES Monthly fees are invoiced one (1) month in advance and cover items such as: Maintenance and monitoring of the Simple Mail Relay process. VARIABLE MONTHLY FEES Usage fees are invoiced in arrears and cover items such as: Simple Mail Relay Internet Traffic Costs this is a cumulative amount of Internet traffic that is used by the customer through the Simple Mail Relay service. This is charged on a per-megabyte of data and includes traffic in both directions. Installations, moves, adds and changes are invoiced in arrears. For more information on these see the overarching Safecom Services Specification. 3.2 OPTIONAL COMPONENTS There are no optional components for this service 3.3 EXCLUSIONS Other Safecom services such as the Secure Customer Connection are detailed in separate service descriptions and pricing of each service can be obtained from the Safecom Price Schedule. Costs of separate services are not included in the pricing of the Safecom Simple Mail Relay service Telecom NZ Ltd Page 7 Commercial in Confidence