Dedicated Lync Services Terms and Conditions
Dedicated Lync Services Terms and Conditions
In addition to the other terms of the Agreement, your use of Dedicated Lync Services is subject to the following additional terms and conditions:
1. Additional Defined Terms
Some words used in these Dedicated Lync Services Terms and Conditions have particular meanings:
“Active Directory” means a Microsoft authentication and authorization directory service for Windows Domain networks.
“Dedicated Lync Services” means the provision of hosted Microsoft Lync unified communications platform as part of your Hosted System, as further described in the Services Description.
“Domain” means a logical group of network objects that share the same Active Directory database.
“Forest” means a collection of Trees that share a common global catalog, directory schema, logical structure, and directory configuration.
“Front End Pool” means a set of front end servers, configured identically, that work together to provide Dedicated Lync Services for a common group of users.
“Forest Root Domain” means the first domain deployed in your Active Directory structure that hosts special Forest-wide roles and is the center of authentication referrals.
“Lync Topology Builder” means the installation component of Lync Server used to display, adjust, and validate a planned topology.
“Pool Wide Outages” means the unavailability of your Dedicated Lync Services due to a failure of the Rackspace server(s) hosting the Front End Pool.
“PowerShell” means the command line shell and scripting language for Microsoft Windows.
“Resource Forest” means a Forest hosting server applications and a synchronized representation of the active user object, but not containing logon-enabled user accounts.
“Root Domain Outages” means Dedicated Lync Services failures due to services issues in the Forest Root Domain.
“Tree” means a collection of one or more Domains in a contiguous namespace, linked in a transitive trust hierarchy.
2. Support
2.1 General Support. Except as set out in Section 2.2, Rackspace Support for Dedicated Lync Services (as set out in Section 2.5, including maintenance support requests) is available solely during Business Hours.
2.2 After Hours Support. Support outside of Business Hours is available for the following Support requests: (i) Pool Wide Outages, (ii) Root Domain Outages, and (iii) emergency database restores.
2.3 Supported Topologies. Support for Dedicated Lync Services is available solely for those Active Directory topologies identified in Rackspace’s product documentation for Dedicated Lync Services (“Documentation”).
2.4 Support Restrictions. Rackspace reserves the right to decline to implement any action as a result of a Dedicated Lync Services Support request which conflicts with Microsoft’s established industry best practice guidelines (whether published or determined via the Microsoft Best Practice Analyzer).
2.5 Support Overview. Rackspace shall provide Support for the Dedicated Lync Services upon your Support request, as follows:
2.5.1 Lync Basic Design
Up to ten (10) hours of Support for requests related to planning the basic design of your Dedicated Lync Services solution, consisting of: (i) feature SELECTion, (ii) capacity estimates of your proposed Dedicated Lync Services solution, and (iii) design of the Rackspace core infrastructure forming part of your Hosted System and supporting your Dedicated Lync Services.
2.5.2 Pre-Installation Configuration
• Pre-installation extension of the Active Directory schema;
• Pre-installation Forest preparation and Domain preparation; and
• Pre-installation load balancer and reverse proxy configuration.
2.5.3 Dedicated Lync Services Installation
• Installing Dedicated Lync Services system requirements based upon server role;
• Installing Microsoft SQL Server on the Hosted System;
• Installing Lync Topology Builder on the Hosted System;
• Configuring the initial Lync topology and demonstrating steps to Customer for future topology changes;
• Publishing the initial Dedicated Lync Services topology and demonstrating publication steps to Customer. Customer is responsible for publishing Dedicated Lync Services following Rackspace’s initial publication; and
• Installing Dedicated Lync Services server roles.
2.5.4 Post Installation Configuration
• Applying unified communications certificates;
• Configuring Dedicated Lync Services transport layer security (TLS); and
• Configuring those Dedicated Lync Services server policies and features established during basic design such as: (i) enabling remote access and edge services, (ii) configuring federation, and (iii) enabling mobility or enterprise.
2.5.5 Troubleshooting
Rackspace shall assist you with troubleshooting Dedicated Lync Services issues related to:
• IM presence;
• Voice routing;
• Service availability;
• Exchange UM integration (Exchange Web Services); and
• Certificate services.
2.5.6 PowerShell
Rackspace shall provide Support for PowerShell for Dedicated Lync Services pools as set out below:
• EXECuting PowerShell commands necessary for configuration and troubleshooting of pool issues; and
• EXECuting your fully formed PowerShell commands, provided that PowerShell scripts are ready to deploy without any changes.
Customer provided PowerShell scripts must be accompanied by a brief summary of the script’s purpose and usage acceptable to Rackspace in its reasonable discretion. Rackspace shall not create or provide custom PowerShell scripts; provide troubleshooting assistance or remediation for PowerShell scripts or commands; or provide assistance or remediation for the results of running a PowerShell script or command.
2.6 Backup/Recovery. Rackspace may provide recommendations to assist you with sizing your databases to help you meet your recovery time objective (RTO). If your backup or recovery needs exceed the limits of Rackspace’s managed backup services as set out in your Services Description, we may help you identify other data backup solutions that may work better for you.
2.7 Lync Mobile Clients. Use of any Lync mobile wireless component of your Dedicated Lync Services is subject to the following additional terms. You acknowledge that Rackspace does not have expertise or specialized training with respect to the wireless components of your Dedicated Lync Services, and agree that Rackspace’s Support obligation with respect to these components is limited to such efforts as may be reasonably expected of technicians having generalized knowledge and training in information technology systems. The wireless components of the Dedicated Lync Services contain “strong encryption” that is controlled for export by U.S. laws and the laws of other countries.
2.8 Dedicated Lync Support Integration
2.8.1 Rackspace can support integration with the Exchange 2010/2013 in the following topologies:
• Dedicated Lync Services hosted by Rackspace together with Exchange 2010/2013 located in your own data center (with site to site VPN, or dedicated network link between your data center and the Rackspace datacenter); and
• Dedicated Lync Services hosted by Rackspace together with Microsoft Exchange service on a Rackspace dedicated server.
2.8.2 Rackspace can support integration with the SharePoint 2010/2013 in the following topologies:
• Dedicated Lync Services hosted by Rackspace together with SharePoint 2010/2013 located in your own datacenter (with site to site VPN or dedicated network link between your datacenter and the Rackspace datacenter); and
• Dedicated Lync Services hosted by Rackspace together with dedicated Rackspace SharePoint 2010/2013 services.
2.9 Lync Voice Services – Enterprise Voice/Dial-In Conferencing. Rackspace support for enterprise voice and dial-in conferencing services is available for the following topologies:
• Dedicated Lync Services hosted by Rackspace together with any cloud based session initiation protocol (SIP) trunking provider, with SIP services being provided over the Internet; and
• Dedicated Lync Services hosted by Rackspace together with any dedicated network connection to SIP trunking provider/ internet telephony service provider (ITSP), with connectivity from the ITSP to the Dedicated Lync Services mediation server through a session border controller (SBC).
2.10 Site Survivability and Disaster Recovery. Dedicated Lync Services includes Support for Dedicated Lync Services with site survivability high availability architectures deployed across two geographically dispersed sites, and disaster recovery for Dedicated Lync Services hosted by Rackspace with a paired pool in alternate Rackspace datacenter(s) with data routed over your network using multiple site to site Virtual Private Networks (VPN’s). Support is limited to those server roles identified in Dedicated Lync Services Documentation. You may be required to procure additional network services (e.g., leased lines) to support the required connectivity for disaster recovery if connectivity cannot be established via site to site VPN.
2.11 Branch office Site Survivability and Disaster Recovery. Rackspace shall provide Support for Dedicated Lync Services with branch office site survivability high availability architectures deployed across two geographically dispersed sites, and disaster recovery for Dedicated Lync Services hosted by Rackspace together with survivable branch appliances or survivable branch servers hosted in your datacenter (branch office). You are responsible for purchasing survivable branch appliances and survivable branch servers and any other related appliances to be located in your datacenter or branch office. You are also responsible for provisioning a local public switch telephone network (PSTN) circuit primary rate interface (PRI) or SIP trunk to provide voice services during any wide area network (WAN) outage.
2.12 Emergency Services E911. Dedicated Lync Services include Support for voice routing and SIP trunk configurations.You are responsible for configuring all other aspects of E911. You are also responsible for the following:
• Providing accurate location information to E911 service providers or emergency location Identification Number (ELIN) based gateway to inform the public safety answering point (PSAP) of the correct location in the event of an emergency;
• Mapping network elements to locations and populating the location database with correct location information;
• Validating the addresses against the master street address guide (MSAG) that is maintained by the E911 service provider; and
• Configuring location policies and any disclaimers when a user’s location cannot be determined based on information in the location database.
2.13 Active Directory. Support for Dedicated Lync Services is available for Active Directory configuration. Dedicated Lync Services are dependent on Active Directory for many functions, therefore, removal or modification of Active Directory outside of Microsoft industry standard best practices (whether published or determined via Microsoft Best Practice Analyzer) will cause your Dedicated Lync Services to become Unsupported as described in the applicable Product Terms and Conditions.
2.14 Third Party Application Support. Rackspace may be able to assist with the installation or code deployment of certain third party applications used with Dedicated Lync Services, however, such assistance is considered an Unsupported service as described in the applicable Product Terms and Conditions. Rackspace will not attempt to troubleshoot or resolve any issues related to third party applications.
2.15 Unified Communication Features. Dedicated Lync Services 2013 provides many unified communications features. Rackspace provides installation Support for the unified communication features identified below, provided that you meet Microsoft’s minimum requirements and best practices (whether published or determined via Microsoft Best Practice Analyzer).
• Lync 2013 instant messaging and presence;
• Lync peer to peer audio and video;
• Lync 2013 audio and video conferencing;
• Lync 2013 web conferencing;
• Lync 2013 response groups;
• Lync 2013 desktop and application sharing;
• Lync 2013 dial-in conferencing (requires that Customer procure SIP trunking from a qualified internet telephony service provider);
• Lync 2013 Enterprise Voice (requires that Customer procure SIP trunking from a qualified internet telephony service provider);
• Lync 2013 integration with Microsoft Exchange for Unified Messaging;
• All supported language packs; and
• Lync 2013 Office Web Apps Server (requires that Customer either provide proof of licensing or purchase Office Suite from Rackspace).
2.16 Additional Product Support. Rackspace may, at its discretion, agree to perform Support in the installation, Dedicated Lync Services integration, and testing of basic functionality of certain add-on products such as Exchange Unified Messaging, SharePoint, SQL Reporting Services, and System Center Operations Manager (SCOM)Management Packs.
3. Dedicated Lync Maintenance Requests
All Customer scheduled maintenances for Dedicated Lync Services must be requested via support ticket to Rackspace no later than forty-eight (48) hours in advance of your desired maintenance window. Rackspace will approve or reject Customer scheduled maintenances for Dedicated Lync Services at its discretion. Approved Customer scheduled maintenances for Dedicated Lync Services will be scheduled during Business Hours.
4. Infrastructure Requirements
Use of Dedicated Lync Services requires specific infrastructure components to support various features such as Lync front ends servers, back end databases, firewall, load balancers, DNS, public key infrastructure (PKI) certificates, active directory, and session border controllers/media gateways. Any removal or modifications of the required infrastructure will cause the Dedicated Lync Services to be considered Unsupported as described in the applicable Product Terms and Conditions.
5. Customer Responsibilities
5.1 You are responsible for any activities which are not included in in the scope of Rackspace Support as set out in these Dedicated Lync Services Terms and Conditions. Excluded activities include without limitation:
• Exporting, importing or synchronizing Active Directory user accounts in a Resource Forest, when Dedicated Lync Services are deployed in the Resource Forest;
• Single sign-on configuration;
• Enabling user accounts for Dedicated Lync Services (Rackspace will enable up to five (5) accounts for training purposes);
• Configuring public switched telephone network usage, voice routes and trunks;
• Configuring, creating, or modifying policies, and restoring contacts for specific individual(s);
• Supporting transport layer security encryption;
• Support for Dedicated Lync Services response groups;
• Creating and maintaining custom address lists;
• Troubleshooting and supporting non-Rackspace controlled connectivity issues to Dedicated Lync Services;
• Client-side connectivity;
• Internet service provider issues;
• Third-party application integration;
• Creating and maintaining location policy or archiving disclaimers;
• Supporting mobile devices;
• Support for Unified Communication certificates purchased through a third party vendor;
• Support for customizations (for example, Unified Communications Managed API);
• Support for Microsoft Lync client-side support (for example troubleshooting and installation);
• Advanced design services such as:
• dial plan design,
• voice policies design,
• voice routing, and
• PBX integration (direct SIP, internet telephony service provider integration).
5.2 If you request assistance with excluded activity set out in Section 5.1, Rackspace may at its absolute discretion fulfill the request as a Supplementary Service at a predefined hourly rate. Rackspace may also refer you to third party provider service providers who offer assistance with excluded Dedicated Lync Services.
6. End User Clients
Rackspace does not provide end user clients for Dedicated Lync Services. Client options for end users accessing Dedicated Lync Services will be listed in your product Documentation.