1. Pete Bosanko & Vicky Mikula 1/26/2016
and Calendar
Pete Bosanko & Vicky Mikula 1/26/2016

2. Agenda Introductions Service Description Value Proposition
Risk Mitigation
Metrics
Cost
More information
Q&A

3. Introductions Assistant Director: Vicky Mikula
Service owner: Pete Bosanko
Service manager: Bill Holmes
Other service delivery team members:
Matt Klein - Communications
Chuck Boeheim
Lee Brink
Clay Olney
Ken Ridley
Todd Olson
Joanne Button
IT Service Desk
IT Security Office
can seem easy. But it takes a lot of people to make an effective team.

4. Service Description SERVICE NAME: Email and Calendar
This service provides routing, mailbox storage, and shared calendar services for the University. Most Ithaca-campus colleges and administrative units and some off-campus units take advantage of this service.
Available to:
Faculty
Staff
Students
Alumni
Affiliates
Retirees
Consultants
Fee to end user? No
Service Tier:
Zero (highest priority)
Products: Google = CMail, Office365, Sophos PureMessage – also Exchange
What is the service?:
We do ! Integrated with calendars! Mailbox storage!
Most Ithaca-campus colleges and administrative units and some off-campus units take advantage of this service.
Off campus: Geneva, Cooperative Extension
Exceptions: Math CS Engineering Physics + many more
Recent conversion: Hotel

5. Cornell Email Internet We have Office365. We have GoogleApps.
But there is significant on-premise footprint as well.
That’s where we run PureMessage, our anti-spam and antivirus engine.
We run Microsoft Exchange for our core routers. Not mailboxes there.
All mailbox storage is in the cloud. O365. GoogleApps.
Each one of these boxes represents a bank of VMs that span multiple buildings.
AppSMTP provides Mail services for campus printers and automated tasks.
A few Departmental servers leverage our SPAM filtering
There is also a test system with similar design, less redundancy

6. Value Proposition Service Features Business Hours Customer Support
Phone, , In-person Service Desk
Full Featured Client Support
Mobile, Web, Outlook, IMAP/POP
Transparent Mail Routing
namespace
Custom Domains and Addresses
Departmental domains
Role-based addresses such as
Group Accounts
Shared accounts for various purposes.
Complex Calendar Delegation
Assistance for executive support providers
30 Day Restore of Deleted Files
Mail Migration Assistance
Support for Vendor Bulk Mail Delivery
MailChimp, Constant Contact, etc.
Business Hours: 8am to 5pm, phone suppport, support, in-person service desk support.
Full featured client: /calendar integration, Mobile, Web, Outlook, IMAP/POP
Transparent routing: same address, different mail systems O365, GoogleApps, departmental address, off campus address
Custom Domains and Addresses: Johnson.cornell.edu, sha.cornell.edu
Group Accounts: for managing shared resources... calendars, mailboxes, rooms, equipment
Complex Calendar Delegation – can be very tricky. Permissions need to set correctly. Service Desk is trained to assist executive support folks.
30 Day Restore of Deleted Files
Mail Migration Assistance –
we will assist units in their efforts to migrate from a departmental mail system to central.
Individual mailbox migration assistance
Support for Vendor Bulk Mail Delivery – It can be tricky to get good SPAM to get through our mail system sucessfully. It’s best to work closely with us on large important mailings.

7. Value Proposition High Availability and Business Continuity 24/7
Service Team On-call
System Monitoring
Active Injection & Monitoring
Blacklist Monitoring
Site Redundancy and Resiliency
Support Teams Coordination
Daily Standup Meeting
Communications
Service Desk
Team
Microsoft Premier Support
1 Hour Response
Weekly Team Meetings
24/7 – on call service team
Automated system monitoring, including monitoring of queues for anomolies
Active Injection & Monitoring
Watching to make sure we stay off Blacklists – SPAMHAUS, SORBS, Backscatterer
Site redundancy, multiple instances of each component at each site.
On-premise
Cloud partners

8. Value Proposition Security Mail Filtering: Anti-SPAM / Anti-Virus
Virus/Malware Filtering…
Sophos PureMessage
Exchange
Office365
Google Apps
Security Automation
Compromised Account Detection and Block
Rate Limiting
Abnormal Behavior Detection
Network Monitoring Integration (ITSO)
Phishing Attack Abatement
Litigation Mailbox Management
24/7 Response
Manage ISP Account Blocks
Manage ISP Domain Blocks
Reputation Management
Mail filtering: We rely on PureMessage for SPAM filtering. Malware filtering happens at 4 choke points in the system
SPAM filtering is a delicate balancing act between blocking bad SPAM and allowing University official SPAMmy communications to go through.
We instrumented measures to limit spoofing.
Security Automation
Compromised account detection and blocking (automated two-way feedback loop before and ITSO systems)
Abnormal Behavior Detection – monitoring queue lengths
Rate Limiting – stop compromised accounts from going out of control
Network Monitor Integration – Qradar
Phishing Attack Abatement – We will scour all mailboxes for bad messages on request from ITSO
Litigation: If a person is the target of litigation we will be called upon to hold the in their mailbox, preventing it from being deleted.
Reputation management: we work hard not to get blocked in the first place. (for instance, we filter outbound mail)
if a person is blocked we help get them unblocked.
If our domain is blocked by an ISP we work we the ISP to unblock the domain

9. Risk Mitigation What risks does use of the service mitigate?
Financial Loss
Timely delivery of vital business communications
Reputational Harm
Major ISP and blacklists monitoring, ISP feedback loops
Information Security
Disaster recovery, litigation hold, multi-site redundancy for services and storage, NetID integration.
How does the service mitigate risks?
Contractual Constraints
FERPA compliance, Cloud data centers in the US.
Financial Loss – when critical s don’t get through it can be costly
grant proposals, financial transactions, they have a shelf-life
Reputational harm – feedback loops with major
Information Security – Disaster recovery, litigation hold, multi-site redundancy for services and storage, NetID integration.
Contractual Constraints
FERPA compliance
Cloud data centers in the US.

10. Metrics FY16 Q2 Metrics Uptime: 99.89% 16 Changes 8 Incidents
Messages sent: 459,782,148
Messages received: 312,559,677
Total Active Mailboxes: 115,537
O356 Mailboxes: 35,199
CMail Mailboxes: 80,338
Active EGAs: 8304
COEA (Cornell Optional Alias): 4368
Mailbox Storage: TB
Uptime measures the reliability of web interfaces and systems that support clients (outlook, mobile, thunderbird) for users so that they can send and retrieve mail.
Our goal is 99.9%
O356 = staff, students, retirees
Cmail = students and alumni (but not all alumni)

11. December 2015 Mail Received and Blocked

12. December 2015 Message Delivery Times

13. Cost
Approx. annual cost to deliver the service: $990,000 ($8.57/mailbox)
Fee for service: No Fee
Hardware – Server farm costs for VM’s
Maintenance – Represents 80% of the cost for our Premier Support contract with Microsoft
Cost: Comes out to $8.57/mailbox per year. .$0.71/month
Or about .08 cents / message

14. More information Service web page:
Faculty / Staff
Student
Service level expectations:
Service catalog entry:
Service quarterly report:
Links

15. Questions?

16. Possible Department/Unit Email Systems
astro.cornell.edu
cam.cornell.edu
cbe.cornell.edu
cce.cornell.edu
ccmr.cornell.edu
chorus.cornell.edu
cis.cornell.edu
cnf.cornell.edu
coecis.cornell.edu
cs.cornell.edu
csl.cornell.edu
ece.cornell.edu ee.cornell.edu gleeclub.cornell.edu graphics.cornell.edu
icse.cornell.edu investment.cornell.edu isc.astro.cornell.edu jgsmalum.cornell.edu lassp.cornell.edu lepp.cornell.edu lns.cornell.edu
lnscua.lns.cornell.edu lrc.cornell.edu mae.cornell.edu mail.astro.cornell.edu
mail.chess.cornell.edu mail.lns.cornell.edu mail.med.cornell.edu
math.cornell.edu
med.cornell.edu msc.cornell.edu orie.cornell.edu physics.cornell.edu postoffice.law.cornell.edu qatar-med.cornell.edu schafferlab.bme.cornell.edu

17. December 2015 Visualization from Chuck Boeheim…
On the Left: Message delivery time - this is an important metric :
It’s a good measure of the overall reliability of the mail system.
The green bubbles are where messages are arriving within 5 minutes of being sent.
People usually care about this at least as much as uptime.
On the Right: Percentage of SPAM being blocked by PureMessage (57%)