1. ZIMBRA SERVICE UPDATE DECEMBER 2, 2008 ISC Networking & Telecommunications

2. Overview of Service Availability Report Rates Roadmap Q&A Agenda

3. Overview  Production on July 26, 2008  10 Linux servers in 3 campus data centers  1 TB of mailbox storage  Data replicated in Huntsman and MODV campus data centers  Nearly 14,000 users  Default quota is 250 MB

4. Availability for FY09 YTD Incidents Remedy Cases Service Review

5. Availability  Target: 99.99% (55 minutes) Advertised: 99.85% (2 hours, 48 minutes) Absolute: 99.82% (3 hours, 22 minutes) Averaged across multiple servers/services

6. Incidents  October 14: 8.5 hours, storage changes November 2: 3 hours, database inconsistencies Reduced functionality during both

7. Remedy Cases  SLA: 24 hour response  Since GA, 44 cases  Shortest: 3 minutes  <24 hours to resolve 50% of cases  Longest: 16 days (complexity, vendor escalation)

8. Rates  No change to base price in two years  Enhanced: $3.00/month  Basic: $3.50/month  Additional storage: $1.25/250MB/month (up from $1)  Quota over 1 GB - $50 onetime setup fee  All future migrations charged T&M

9. Short-term (0-3 months) Medium-term (4-12 months) Long-term (>1 year) Roadmap

10. Exchange Free/busy GAL Changes - November Internal ISC Pilot - December GAL sorting to [Lastname, Firstname] - February General Availability - March

11. BlackBerry Testing now  Internal ISC Pilot - December  Customer Pilot - Late January  GA from Zimbra in 6.0 - After April  Recommend planning for PDA policy compliance

12. Zimbra Upgrade  5.0.10/5.0.11 Upgrade - Late February  Needs extensive testing  Kerberized group account access  Zimbra Connector for Outlook dependency

13. Storage Changes  Retiring current SAN  Evaluation down to 2 vendors  Migration - Late January / Early February  Weekend outage of 2-4 hours

14. Medium-term  Basic/Enhanced login reporting  Kerberized IMAP Proxy  Scaling  Forward-only Service – July  SMTP-Relay Service - July

15. SMTP-Relay  Enabled relaying through Zimbra for transition  Existing: Relay if IP in host list  New: Relay if sender/recipient are on ISC service  Reinstating charges for IP-based service in July

16. Long-term  Instant Messaging  Zimbra Desktop  Kerberized Calendaring

17. Q&A - Customers  Current - Purge Junk mail every 14 days  Goal - Also purge deleted items every 14 days  Goal - Retire legacy domain support (Ex. pobox.upenn.edu and dolphin.upenn.edu)  Needs - Should user filter rules supersede server rules?

18. Q&A – Your topics  What is the timeline for Zimbra/Exchange calendar integration?  What are known issues and where do we track them?

19. References  http://www.upenn.edu/computing/email/  http://prowiki.isc.upenn.edu/wiki/ISC_Zimbra_ documentation

20. Thank You zimbra-help@isc.upenn.edu