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

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

3. Overview  In production since July 2007 10 Windows servers in 3 campus data centers 2 TB of mailbox storage Data replicated in Levy and Nichols campus data centers

4. Overview  Over 2,800 users About 230 BlackBerry handhelds About 295 ActiveSync handhelds Default quota is 250 MB (more than 800 users purchased higher quota)

5. Service Review  Target: 99.5% (43 hours, 48 minutes)  Exchange: 99.99% (3 minutes, 30 seconds)  BlackBerry: 100% Averaged across multiple servers/services

6. Remedy Cases SLA: 24 hour response Since October, 45 cases Shortest: 23 minutes <24 hours to resolve 36% of cases Longest: 16 days (response, complexity, vendor escalation)

7. Rates  No change to base price since July 2007  New rate for FY10 – No higher than $9.50/user/month (up from $7.50)  Additional storage: $1.25/250MB/month (up from $1)  Quota over 1 GB - $50 onetime setup fee  All future migrations charged T&M

8. Market Rate  Stanford - $12/month  Columbia - $21/month  Outsourced - $0-12/month depending on features and quota

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

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

11. Mobile Devices  December - PDA policy review  6 characters to 4 characters

12. SP1 Rollup 5  Late January - Upgrade  Service startup fixes  OWA blank page fixes  Missing recurring calendar items in OWA view  http://support.microsoft.com/?kbid=953467

13. Future  Investigate Sharepoint  Recommend a hosting provider  Manage service of a hosted provider  Run Sharepoint centrally  Investigate brick-level backups

14. Q&A

15. Q&A - Customers  Current - Purge Junk mail every 14 days  Goal - Also purge deleted items every 14 days  Goal - Deleted accounts max grace of 6 months

16. Q&A – Your topics  Self-service disabling of POP/IMAP by user or group?  Can we allow server-side address books by groups/schools/divisions?  Can we allow server-side distribution lists?  Can we pull LN, FN, and MI from PCOM?  Can we sort GAL by LN, FN?

17. Q&A – Your topics  What are best practices for Outlook cached/online mode?  What's the behavior for device remote wipe?  Do SD cards get cleared after a remote wipe?  What is the behavior of large mailboxes?  Can account management help with PDA policy compliance?  Are we considering offering Sharepoint?

18. References  http://www.upenn.edu/computing/email/  http://prowiki.isc.upenn.edu/wiki/

19. Thank You exchange-help@isc.upenn.edu