SITSS Office 365 email (outlook) services for schools
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School IT Systems Support (SITSS)
New Service
for schools
2013
SITSS Office 365 email (outlook)
services for schools
School IT Systems Support
Standards and School Effectiveness
Hertfordshire Development Centre Published November 2013
SROB220, Robertson House, Six Hills Way, © School IT Systems Support (SITSS),
Stevenage, Herts, SG1 2FQ Herts for Learning Ltd
Technical Support Centre Accredited by the Learning and Performance Institute
RM Approved Support Partner
Fully accredited by Capita SIMS for proven quality of SIMS supportOffice365 W15 E-mail: Standard Support
OWA user interface and features:
Description: Resolve questions about how to use various features, where they are found in the user
interface etc.
Scope: Limited to the default e-mail features and functionality Microsoft have made available.
Connectivity: Advise where possible. Obtain clear description of issue, affected user(s), OS and web
browser prior to any escalation.
Generic “break-fix” issues:
Description: Resolve issues where normal Microsoft default functionality and features are broken
e.g. users can’t access their e-mail, no new mail is arriving etc.
Scope: Limited to the e-mail features and functionality Microsoft make available by default. Please
note that although SITSS have considerable technical expertise with Office365 E-mail, there may be
cases where we have insufficient access to the system and are dependent on pursuing a support
case with Microsoft.
Password resets:
Description: Reset on or more passwords. All temporary passwords will be e-mailed to the school
admin@ account.
Pre-requisites: Requires a clear list of mail addresses and suitable authorisation e.g. Headteacher to
reset password a staff account in a primary school, ICT co-ordinator or admin@ account to reset
student accounts in a primary school.
Account creation/deletion:
Description: Create or delete one or more accounts.
Pre-requisites: Requires clear list of users and for several that must be in CSV form. We need: First
Name, Last Name, Display Name, e-mail address. Any required membership of existing global
distribution groups must be clearly conveyed.
Account disable/enable:
Description: Disable one or more accounts.
Pre-requisites: Requires a clear list of mail addresses and suitable authorisation e.g. Headteacher to
disable/enable a staff account in a primary school, ICT co-ordinator or admin@ account to
disable/enable student accounts in a primary school.
Account modifications
Description: Amend/correct display names, or rename an account and e-mail address e.g. just
married.
Pre-requisites: Requires a clear list of mail addresses and required changes. Note changes to e-mail
address will make the new one the primary e-mail address and the old one a secondary so they will
still receive mail sent to the old address.
Account aliases
Description: Add one or more additional e-mail addresses to an account
Pre-requisites: Requires a clear list of e-mail address for the mailbox and the additional e-mail
addresses. We need to know the rationale for additional e-mail addresses because this may not
always be the most effective solution to the problem e.g. in some cases a separate mailbox is a
better solution.
Technical Support Centre Accredited by the Learning and Performance Institute
RM Approved Support Partner
Fully accredited by Capita SIMS for proven quality of SIMS support
2Office365 W15 E-mail: Standard Support
User Management Rights:
Description: Give one or more existing accounts User Management rights and direct towards
guidance document.
Pre-requisites: Requires a clear list of relevant mail addresses and suitable authorisation e.g.
Headteacher in a primary school.
Create/Manage Global Distribution List
Description: Amend users belonging to an existing global distribution list or create and populate a
new global distribution list e.g. “All Staff”, “SLT”
Pre-requisites: Requires a clear list of relevant mail addresses and suitable authorisation for
potentially sensitive groups e.g. SLT would need to sanction membership of an SLT group.
Calendar Sharing (within organisation only)
Description: Supply guidance for user interface method or configure ability to access a calendar
belonging to another mailbox.
Pre-requisites: Clear information on which mail addresses should have access to which calendars and
whether the access should be Reviewer (read-only), Author (add and subsequently amend their own
entries), or Editor (add and subsequently amend any entries). Authorisation for access to potentially
sensitive calendars should be given by their owner e.g. Headteacher should sanction access to their
calendar.
E-mail attachment issues
Description: Advise on issues concerning e-mail attachments, failure to open etc.
Pre-requisites: Clear description of the attachment type e.g. Word *.docx file.
SPAM/security concerns
Description: Any SPAM/security concerns
Pre-requisites: Clear description of the issue and where relevant, permission for us to view the
specific e-mails.
Junk E-mail false positives
Description: Advise on use of individualised mail rules to prevent mail being directed to Junk E-mail.
Implement rules at an organizational level if that seems appropriate to SITSS.
Pre-requisites: Clear description of the issue and where relevant, permission for us to view the
specific e-mails.
Cost of the Service
Pupil numbers
1- 100- 200- 300- 450- 650- 1000
Standard Office365 Email 99 199 299 449 649 999 +
Support
£151 £176 £202 £224 £296 £371 £410
(Office365 Standard support is automatically included in SITSS Fully Managed network contracts at
NO additional charge
Technical Support Centre Accredited by the Learning and Performance Institute
RM Approved Support Partner
Fully accredited by Capita SIMS for proven quality of SIMS support
3Office365 W15 E-mail: Advanced Support
Delegate Access
Description: Grant a user rights to more than one mailbox and explain how to access in Outlook Web
Access.
Pre-requisites: Clear description of which user needs access to which mailbox(es) in terms of e-mail
addresses. Suitable permission from SLT or the owner of additional mailbox that will be accessed.
Deleted mailbox recovery
Description: Recover a mailbox accidently deleted by a user with User Management rights.
Pre-requisites: We MUST be notified well within 30 days and need a clear description of what
happened and the e-mail address and display names for the affected mailbox.
Mail routing and delivery issues
Description: Investigate issues where mail has apparently failed to arrive from or be sent to an
external address.
Pre-requisites: Clear description of the issue and permission for us to view the specific e-mails.
Forwarding
Description: Configure forwarding or advise on archival when member of staff leaves school
Pre-requisites: Relevant e-mail address.
Bad Word Mail blocking
Description: Configure organisational rules to prevent transmission of e-mail containing prohibited
words.
Pre-requisites: School must understand risks of false positives and provide a list of words.
Restrict send/receive targets for pupils
Description: Configure organisational rules to limit pupils to receiving mail from, or sending mail to a
limited set of external addresses.
Pre-requisites: School to provide a clear list of source and target domains. These can be wildcards
e.g. “*.sch.uk” for any address ending sch.uk.
Disclaimers
Description: Configure system to add a ‘disclaimer’ to all outbound e-mail
Pre-requisites: School must agree and supply the text for the disclaimer.
ADDITIONAL cost for the service to be added to the standard Office 365 support.
Pupil numbers
1- 100- 200- 300- 450- 650-
Advanced Office365 E-
99 199 299 449 649 999 1000+
mail Support
£151 £176 £202 £224 £296 £371 £410
This service is NOT included within any other SITSS service. It is an add-on to Standard Office365
Support service only.
Technical Support Centre Accredited by the Learning and Performance Institute
RM Approved Support Partner
Fully accredited by Capita SIMS for proven quality of SIMS support
4Office365 W15 E-mail: Commissioning Tasks
The following services can be purchased on a pay as you use basis.
Detailed costs are available depending on the scope of the task.
Create a new Office365 Tenancy (*.herts.sch.uk)
Pre-requisites: Tenancy is for an existing *.herts.sch.uk domain or sub-domain where DNS is hosted
by Updata.
Description:
Create a new Office365 for Education tenancy for a *.herts.sch.uk domain. Request and co-ordinate
DNS changes with Updata. Implement and standard configuration e.g. mail routing rules. Hand over
administration credentials in cases where the entire tenancy will be administered by school.
Scope:
Limited to the scenario in the description. It does not include creating users or migrating mailboxes.
See variant below for cases when the domain is not *.herts.sch.uk
Create a new Office365 Tenancy (any domain)
Pre-requisites: Full access to DNS hosting account in order to make changes. In some cases we will
consider doing this if school delegates us authority to direct their DNS hosting provider to make
changes. Note: Not all DNS hosting providers support sufficient functionality to make the necessary
DNS changes.
Description:
Create a new Office365 for Education tenancy for a domain which is not a *.herts.sch.uk domain.
Implement or request and co-ordinate DNS changes with DNS hosting organisation. Implement and
standard configuration e.g. mail routing rules. Hand over administration credentials in cases where
the entire tenancy will be administered by school.
Scope:
Limited to the scenario in the description. It does not include creating users or migrating mailboxes.
Since it is dependent on an unknown DNS provider we cannot undertake to successfully complete
this in all cases, however time spent establishing that obstacle will still be charged (1 hour).
Technical Support Centre Accredited by the Learning and Performance Institute
RM Approved Support Partner
Fully accredited by Capita SIMS for proven quality of SIMS support
5Office365 W15 E-mail: Commissioning Tasks
RM Easymail to Office365 migration
Pre-requisites: Full access to RM Easymail administration.
Description:
Create a new Office365 for Education tenancy for a *.herts.sch.uk domain. Migrate all mailboxes.
Migrate contacts for five accounts chosen by school (doing this for more accounts is a cost option).
Co-ordinate changes with RM, Serco and Updata. Implement and standard configuration e.g. mail
routing rules. Hand over administration credentials in cases where the entire tenancy will be
administered by school.
Scope:
Limited to the scenario in the description. It does not include any configuration in the school e.g.
Microsoft Outlook, upgrades to the supported version of Internet Explorer (currently Internet
Explorer 10) or alternative supported versions of web browsers like Chrome.
RM Unify Active Directory Synchronisation and integration with
Office365
Pre-requisites: SITSS technical support contract for school’s ICT system.
Description:
Configure RM Unify including integration with Office365
Scope: TBA. (unknown at this time) November 2013
Restricted Address List for Students
Pre-requisites: Existing student accounts are identifiable via membership of a students distribution
group, a strict account naming convention or an accurate CSV containing their e-mail addresses.
Description:
This involves multiple steps and to enable and configure “address book policy”. The result is that a
student user can only see other student users in the ‘people’ section of the OWA interface and will
not see Staff details and addresses. Staff users will continue to be able to see all users including
students.
Scope:
Limited to the scenario in the description. Some more complex arrangements such as limiting what
more than one type of user can see in the ‘people’ tab are possible, but plausibility, commissioning
time and difficulty will depend on an assessment of the specific requirements.
Technical Support Centre Accredited by the Learning and Performance Institute
RM Approved Support Partner
Fully accredited by Capita SIMS for proven quality of SIMS support
6Office365 W15 E-mail: Commissioning Tasks
Enable Sky-Drive Pro cloud storage: Office 2013 integrated
Pre-requisites: Office 2013 must be licensed and installed on school computers (upgrading from
earlier versions typically has significant independent costs). Accounts gaining access to Sky-Drive Pro
are identifiable via membership of a students distribution group, a strict account naming convention
or an accurate CSV containing their e-mail addresses.
Description:
This involves obtaining and assigning licences permitting the Sky-drive Pro feature allowing users to
store up to 25GB of files and documents within their Office365 account. Note: Sensitive data and
documents covered by the Data Protection Act should NOT be kept in Sky-Drive Pro.
Scope:
Limited to the scenario in the description. This does not cover configuration of any other Office365
features.
Enable Sky-Drive Pro cloud storage: Systems without Office 2013
Pre-requisites: Accounts gaining access to Sky-Drive Pro are identifiable via membership of a
students distribution group, a strict account naming convention or an accurate CSV containing their
e-mail addresses.
Description:
This involves obtaining and assigning licences permitting the Sky-drive Pro feature allowing users to
store up to 25GB of files and documents within their Office365 account via an installable client
software for Windows 7 and greater. Note: Sensitive data and documents covered by the Data
Protection Act should NOT be kept in Sky-Drive Pro.
Scope:
Limited to the scenario in the description. This does not cover installation and/or configuration of
the Skydrive Pro client software on computers, nor does it cover configuration of any other
Office365 features such as Lync Online or Sharepoint Online.
Active Directory User & Password Synchronisation
Pre-requisites: Requires a new member server in the Windows domain, a correct CSV mapping local
Windows accounts to any existing Office365 accounts and users to be synchronised must be
organised in separate OUs from users that won’t be synchronised.
Description: Install and configure DirSync to replicate users and passwords to Office365 tenancy.
Scope: To be determined following assessment of requirements and a review of local Windows
infrastructure.
Technical Support Centre Accredited by the Learning and Performance Institute
RM Approved Support Partner
Fully accredited by Capita SIMS for proven quality of SIMS support
7Office365 W15 E-mail: Commissioning Tasks
Mailbox Export/Import
Pre-requisites: Administrative access to source and destination Office365 tenancies.
Description:
Export a full mailbox from an Office365 account and import into a different mailbox in a different
Office365 organization.
Scope:
Limited to the scenario in the description. For multiple mailboxes commissioning time and cost will
depend on an initial assessment of the requirements.
Configure Retention Tags and Archiving
Description:
Export a full mailbox from an Office365 account and import into a different mailbox in a different
Office365 organization.
Scope:
Limited to the scenario in the description. For multiple mailboxes commissioning time and cost will
depend on an initial assessment of the requirements.
For any further information on any of the services please contact the
SITSS Service Desk on 01438 844777
option 1 then option 2.
Technical Support Centre Accredited by the Learning and Performance Institute
RM Approved Support Partner
Fully accredited by Capita SIMS for proven quality of SIMS support
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