Blackberry Enterprise Server Service Description

Transcription

1 Blackberry Enterprise Server Service Description Applies to: Exchange Online Dedicated Topic Last Modified: Blackberry Enterprise Server Service Description... 1 BlackBerry Mobile Data System Connection Service... 3 Management and Reporting of BlackBerry Enterprise Server... 4 The BlackBerry Enterprise Server (BES) offering for Exchange Online Dedicated is an optional service used to synchronize , calendar, contacts, and tasks with legacy BlackBerry 7.1 and earlier devices that do not use the Exchange Active Sync (EAS) protocol. BES for Exchange Online Dedicated is provided for an additional charge. Due to the requirement to co-locate BES with Exchange Server, Microsoft addresses deployment, hosting, and support for BES in an Office 365 data center. An optional feature for BES is the BlackBerry Mobile Data System Connection Service (MDS-CS) that allows BlackBerry devices to access Internet and intranet resources via HTTP(S). The BlackBerry Administration Service (BAS) web application provided with the BES offering provides management and reporting capabilities for BES. Notes: The hosted BlackBerry Enterprise Server (BES) offering for Exchange Online Dedicated was offered as an optional service. The BES offering has been deprecated. The offering is available only to current Exchange Online Dedicated customers that have an existing BES support agreement. Unless otherwise indicated, the information in this service description also applies to the International Traffic in Arms Regulations (ITAR-support) version of Exchange Online. Page 1 of 6

2 Customer Responsibilities Procure, deploy, manage, and support client software and devices compatible with the latest version of BES 5.0. Manage relationship with all wireless carriers providing telecommunications services for BlackBerry devices. Procure and maintain an up-to-date BlackBerry client access license, server license, and Advantagelevel support agreement directly with BlackBerry for each Microsoft-hosted server. Obtain the necessary consent directly from BlackBerry to allow Microsoft to operate all licenses on behalf of your organization. Maintain at least two Office 365 Dedicated Microsoft support team members as named callers on your BlackBerry support agreement. Provide Microsoft with BES IT policy settings for initial setup. Escalate all device related issues directly to BlackBerry. Microsoft Responsibilities Determine the number of BES 5.0 servers required to support your BlackBerry devices and provide you with this information for licensing procurement. Deploy and maintain BES 5.0 to provide service for BlackBerry devices. Provide at least two Office 365 Dedicated Microsoft support team members names, phone numbers, and addresses to your organization's BlackBerry support agreement. Limitations Microsoft does not provide troubleshooting support for BlackBerry devices or handheld applications. Each BlackBerry device must be associated with a mailbox. BlackBerry devices will require a device security wipe and reactivation during the migration process. Blackberry Enterprise Server Express is not supported. Exchange ActiveSync-based BlackBerry 10 devices are not supported by the BES offering of Exchange Online Dedicated. Third-party tools or services that interface directly with, or must be installed on, the BES 5.0 servers are not supported or allowed. Page 2 of 6

3 If your organization has an established integration of BES with Lync Online Dedicated, a Lync client application can be applied to the BlackBerry devices used to access Exchange Online Dedicated to allow the client to access Lync Online Dedicated. Support is not provided for the integration of the BES service offering with on-premises deployments of Lync Server 2010 or Lync Server Due to the deprecated status of the BES service offering, the Lync client can be used only with an established integration of BES and Lync Online Dedicated; new requests to provide integration of the two systems cannot be implemented. BES 5.0 service availability is not included in the Exchange Online Service-Level Agreement (SLA) for Office 365 Dedicated plans. BlackBerry Mobile Data System Connection Service Mobile Data System Connection Service (MDS-CS) is an optional feature with BES that allows BlackBerry devices to access Internet and intranet resources via HTTP(S). The feature must be enabled and configured on the managed BES servers to allow all requests to be pushed to one or two customerhosted proxy servers that provide access to resources on the Internet and corporate intranet. Customer Responsibilities Procure, deploy, manage, and support client software and compatible devices. Manage relationship(s) with wireless carriers. Provide your hosted proxy server details to Microsoft to apply to your Exchange Online Dedicated configuration. Microsoft Responsibility Provide HTTP(S) browsing connectivity from the BES system of Exchange Online Dedicated to your proxy server. Limitations Microsoft does not manage monitoring, logging, filtering, or security for your hosted proxy server. Microsoft supports an MDS-CS configuration for one or two customer-hosted proxy servers. Customers with two proxy servers will be configured with one proxy for corporate intranet traffic and the other proxy for Internet traffic. Access to your SharePoint sites and other intranet sites is available only when your proxy server has been configured appropriately for Office 365 Dedicated.. Page 3 of 6

4 Management and Reporting of BlackBerry Enterprise Server The BlackBerry Administration Service (BAS) web application is provided when you select the BES offering. This application offers you vital information and management capabilities. The information exposed through the BAS web application gives you a view into BlackBerry service status and issues. BAS also provides a monthly collection of reports about BES user and device data. The management capabilities enable you to perform common user admin tasks without a need for Microsoft involvement. The use of BAS allows changes to be applied directly to the BES environment in real time. When using the BAS web application, you are given three accounts: BES Admin, BES Senior Helpdesk, and BES Helpdesk. You manage who in your organization has access to each account. The BES Admin role provides the ability to perform all BAS management functions including the following Adding and deleting BES users, adding new users to BES policies, exporting BES user information, and setting activation and handheld passwords. IT policy management. Client application push functionality, which allows you to create software configuration and assign an application to a user or group. User management functions for group and IT policy assignments. User data log access for PIN, SMS, and phone call logs through the Configuration Request process for Office 365 Dedicated plans. The BES Senior Helpdesk role grants a subset of the BES Admin role functions to support technicians who need to add and remove BES users or troubleshoot BlackBerry issues, including setting activation and handheld passwords. The BES Helpdesk role grants a subset of the BES Senior Helpdesk role functions to Service Desk technicians who need to troubleshoot BlackBerry issues, including setting activation and handheld passwords. Page 4 of 6

5 Customer Responsibilities Manage who should be granted access to the BES Admin, BES Senior Helpdesk, and BES Helpdesk accounts. Request additional BAS web application accounts as needed by submitting a Service Request to Microsoft Online Services Support. Periodically change the passwords for all BES accounts. Train new BES support personnel on how to use the BAS web application after the initial handoff. Adhere to Exchange Online Dedicated guidelines concerning BES user provisioning and management. Manage and deploy patches and other software to devices using the BAS web application. Remove inactive BES user accounts from the BES servers on a regular basis (at least monthly) based on the following criteria: A BES user with an account creation greater than 30 days but is without an activation password. A BES user without a PIN and no exchange of data using a device for more than 30 days. A BES user with no exchanged data with the BES server for more than 90 days. Note: Every customer is expected to address the requirements previously described and execute appropriate actions to either preserve or terminate unneeded accounts. Microsoft will execute a script every month to clear any remaining accounts that match these criteria. Microsoft Responsibilities Deploy, run, and support the BAS web application. Provide one of each of the following to your organization at the Service Ready deployment milestone: MSO BES Admin, MSO BES Senior Helpdesk, and MSO BES Helpdesk. Provide break/fix support and assistance on the use of the BAS web application. Share vendor documentation and BAS online training with your organization. Purchase the certificates needed for Secure Sockets Layer (SSL) encryption for the web application. Configure the BAS web application to enable MDS App push functionality for your organization. If customer action has not been taken to remove inactive BES user accounts per the criteria described in the previous Customer Responsibilities section, Microsoft reserves the right to remove inactive BES user accounts in order to maintain optimal BES service performance. Page 5 of 6

6 Limitations The BAS web application is intended for service desk and IT professionals, not end users. Customized permissions within the pre-defined roles or customized reports will not be added to the BAS web application. Exchange Online Dedicated doesn t provide named BAS accounts for each BAS user but instead provides accounts to your organization in formats such as BESAdmin01, BESAdmin02, BESHelpdesk01, and BESHelpdesk02. Access to BAS servers is not available from the Internet. Page 6 of 6