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PRODUCT BRIEF

Email Threat Protection



SERVICE DETAILS

Protect and secure your electronic communications with a complete, cloud-based security and compliance solution. Powerful enterprise class Email Security, Social Media Protection, Continuity and Archiving tools protect from advanced threats, compliance risk and digital fraud.


Email Threat Protection, powered by Proofpoint, provides a comprehensive set of tools to stop inbound and outbound Email threats before they can cause harm. Leverage this powerful cloud-based platform to enhance your security and compliance posture.


BENEFITS

  • Enterprise class threat protection powered by Proofpoint
  • Protects critical Email resources, both on-premises and in the cloud.
  • High availability cloud platform.
  • Email Security tools stop threats before they reach your network.
  • Email Continuity ensures mail can flow even when the primary service is offline.
  • Email Archiving preserves all emails and attachments for compliance
  • Self-service portal allows each end user to manage their personal settings.
  • No customer hardware required.


BUNDLES

Email Threat Protection, fully compatible with on-premises Exchange or Microsoft 365 is available through three bundles designed to meet both security and budget requirements. 

All bundles offer predicable monthly pricing based on mailbox count.

  • BUSINESS – Email Security tools that every organization needs
  • ADVANCED – Adds Email Encryption & Social Media Protection
  • PROFESSIONAL – Adds Email Archiving


  • No onsite hardware is required to implement Email Threat Protection services.
  • Xamin provides an easy to understand Per-User pricing model
  • An Onboarding project is required.
  • Xamin will provide firewall configuration information, including IP addresses, port rules and DNS configuration information needed to facilitate communication.

SCOPE OF SERVICES:
Email Threat Protection

INCIDENT RESPONSE
DURING BUSINESS HOURS SUPPORT:

  1. 1.Xamin will provide live Technical Support during Business Hours for service requests related to the Email Threat Protection platform:
    1. a.Client Submitted Requests:
        1. 1.Support requests can be submitted during posted Business Hours via:
          • Desk Director
          • E-mail
          • Phone
        2. 1.An Xamin support technician will triage the Support Ticket and will provide a response based on the agreement SLA.
        3. 2.The support technician will troubleshoot and resolve the issue directly with the end user that requested the service.

INCIDENT RESPONSE
AFTER HOURS SUPPORT:

  1. 1.Xamin will provide Emergency support for service requests related to the Email Threat Protection platform.
  2. 2.Requests can be submitted via Phone only to our Emergency support line.
    1. a.Emergency support is limited to the following requests:
          • Platform Availability
          • Email delivery issues affecting the entire organization
          • All other requests will be addressed at the beginning of the next business day.

OUT OF SCOPE OF SERVICES:

HOURLY SUPPORT:

  1. 1.Support for the following items will be charged on an hourly basis. Xamin will seek approval prior to commencing work.
  2. 2.Hourly fees are billed in 1 minute increments.
  3. 3.Hourly support items include, but are not limited to:
      • Troubleshooting of internal Email systems.
      • Troubleshooting of DNS records related to Email delivery, including MX, DMARC, SPF & DKIM records.
      • Assistance in setup or troubleshooting of Email applications (i.e. Microsoft Outlook).
      • Assistance in setup or troubleshooting of Mobile Devices to receive Email (i.e. iPhone, Android).
      • Troubleshooting of any Email issues not directly related to the Email Threat Protection platform.
      • Setup or troubleshooting of Email domain issues (i.e. examplecorp.com).
      • Requests for non-emergency work to be completed after posted Business Hours or on weekends.
      • Onsite Support.

EXCLUSIONS:

  1. 1.Xamin does not provide support for the items listed below. Out of Scope items include, but are not limited to:
      • Workstation Support (i.e. Help Desk)
      • Line-of-Business Application Installation
      • Line-of-Business Application Support (i.e. usability)
      • Customized Application Support
      • VOIP / Telecommunications
      • Physical Cabling
      • End of Life Hardware & Software
      • End of Life Operating Systems
      • Application Development
      • Web Development
      • End User Training

SERVICE LEVEL AGREEMENT

TECHNICAL SUPPORT HOURS:

  1. 1.Xamin Technical Support Hours:
    1. a.Business Hours: 8:00 AM – 5:00 PM CST Monday – Friday.
    2. b.Emergency support is provided outside of normal business hours.
    3. c.Holidays and office closures are determined on an annual basis and are available at: https://www.xamin.com

SERVICE LEVEL AGREEMENT (SLA) METRICS:

SLA measurement metrics are defined by the categories below:

  1. 1.RESPONSE TIME:
    1. a.SLA falls outside the acceptable range when any of the below are met:
      1. i.Response times fall below 95% for Emergency and High level tickets.
      2. ii.Response times fall below 90% for Medium to Low level tickets.
    2. b.Support Requests - Business Hours, Client Submitted:
      1. i.Sev 1 | Emergency:
        1. 1.Major productivity impact to Email Delivery
        2. 2.Network wide outage or emergencies affecting multiple users.
        3. 3.Response - 15 minutes or less.
      2. ii.Sev 3 | High:
        1. 1.Email delivery issues that impact productivity of a small group of users.
        2. 2.Response – 90 minutes or less.
      3. iii.Sev 4 | Medium:
        1. 1.Email delivery issues that impact productivity of individual users.
        2. 2.Response – 4 hours or less.
      4. iv.Sev 5 | Low:
        1. 1.Issues that need attention but are not adversely affecting productivity.
        2. 2.Response – 24 hours or less.
    3. c.Support Requests - Emergency, Client Submitted:
      1. i.24/7 support is provided after business hours, requests are submitted via phone only.
      2. ii.Sev 1 | Emergency:
        1. 1.Major productivity impact to Email Delivery
        2. 2.Network wide outage or emergencies affecting multiple users.
        3. 3.Response - 15 minutes or less.
      3. iii.Sev 3 | High:
        1. 1.Email delivery issues that impact productivity of a small group of users.
        2. 2.Response – 90 minutes or less.
      4. iv.Sev 4 | Medium:
        1. 1.Email delivery issues that impact productivity of individual users.
        2. 2.Response – 4 hours or less.
  2. 2.CUSTOMER SATISFACTION (CSAT):
    1. a.SLA falls outside the acceptable range when any of the below are met:
      1. i.Failure to provide a survey option to the end user.
      2. ii.Failure to provide a satisfying support experience for end users:
      3. iii.Xamin must maintain an average of 90% positive surveys measured over an 8-week rolling period with a minimum survey count of 10.
    2. b.Upon closure of completed tickets, the individual who opened the ticket will be sent a survey request.  Should the user submit a survey response, it will be recorded in our system for CSAT tracking.
      1. i.Survey responses:
        1. 1.Positive
        2. 2.Neutral
        3. 3.Negative
        4. 4.Comment boxes are available for adding details.
    3. c.Should the client feel that their CSAT is falling, they should immediately contact their Relationship Manager.  The Relationship Manager will review submitted Survey Scores, Ticket data and System Health reports to determine any trends or changes in CSAT.
  3. 3.HEALING PERIOD:
    1. a.CLIENT has 120 days to correct any deficiencies in non-supported hardware and/or software.  Xamin reserves the right to enforce SLA's from that point forward.  Support will be ‘best effort' until a best practice computing environment can be mutually agreed upon.
    2. b.XAMIN has 45 days to remedy any SLA deficiencies.  Failure to remedy within this timeframe constitutes a state of non-delivery.
  4. 4.MONETARY CONSIDERATION:
    1. a.Monetary consideration is triggered when one or more of the SLA metrics fall into a state of non-delivery. In this scenario the next monthly invoice will be reduced by 10% of invoice total. This reduction will remain in place until service levels are restored.  If SLA's are not restored after the 3rd consecutive month, CLIENT will have the right to renegotiate or terminate the current contract.

Technical Overview

SECURITY

FEATURE & BENEFITS GUIDE

Anti-Virus
Email Threat Protection, powered by Proofpoint's threat detection technology provides customers with unrivalled protection from viruses, malware and other Email-borne threats. The sophisticated anti-virus engines operate at the highest levels of accuracy, performance, and effectiveness, blocking all known viruses. Heuristic scanning additionally discovers and protects against currently unknown viruses for added security and reassurance.


SPAM Filtering
Powered by the patented Proofpoint MLX machine learning technology, SPAM and phishing technology efficiently filters millions of possible attributes in every email. This advanced level scanning protection accurately filters emails by examining envelope headers, structure, content, sender reputation, images and more.  Prevent SPAM, malware, malicious email and attachment-based threats.

Reporting
Flexible online reporting dashboards and detailed email reporting available with one click for insightful management control.


Outbound Filtering
Outbound filtering ensures all email sent via the Proofpoint platform is free from viruses, malware and other malicious content.

Content Filtering
Proofpoint's intelligent email Content Filter service enables organizations to use a flexible rules engine to enforce email communication policies.

Zero Hour Outbreak
This feature instantly protects users against new, unknown email threats as soon as they arise, so you know that your inbox is always secure.

URL Defense
Leveraging the advanced power of Targeted Attack Protection, Proofpoint’s Industry Leading email analysis solution, to provide small to midsized enterprises with URL Defense, the only service that effectively detects, catches and analyses malicious URLs.

Attachment Defense
Leveraging the advanced power of Targeted Attack Protection, Proofpoint’s Industry Leading email analysis solution, to provide small to midsized enterprises with Attachment Defense to effectively detect malicious attachments.

Data Loss Protection
Block Data Loss and Comply with Regulatory Policies.

Email Encryption
Purpose built to help small and medium enterprises reduce the potential negative impacts of data loss by automatically encrypting email.

Social Media Account Protection
Advanced Protection for your Social Media Accounts.

CONTINUITY

FEATURE & BENEFITS GUIDE Emergency Inbox
The emergency inbox gives automatic access to your email if your server fails or unexpected downtime.

Instant Replay
With the Proofpoint Instant Replay feature, end users can easily replay successfully delivered emails received in the last 30 days, which may have been wrongly deleted or accidentally removed from servers.

Email Spooling
Email Spooling and Failover provides a comprehensive, extremely low-maintenance answer to your backup MX management needs. It preserves email metadata during an outage and delivers quick restoration of SMTP traffic to the primary site once recovery is detected.

ARCHIVING

FEATURE & BENEFITS GUIDE
Unlimited E-mail Archive (10 year)
Eliminate data storage constraints and meet legal and regulatory obligations with Proofpoint 10-year cloud archive, which ensures that you stay protected and compliant.


Search & e-Discovery
The Proofpoint email archive comes with advance search capabilities for super-fast and easy retrieval of a specific email or attachment.

MANAGEMENT

FEATURE & BENEFITS GUIDE
Email Logging & Search
Email logs contain the email history of a user for a 30-day period. Users can quickly and easily search the email logs for both inbound & outbound filtered email including that of alias addresses imported from active directory or added manually.


Active Directory Sync
Active directory keeps all your functional users’ information up to date by automatically syncing with the platform once every 24 hours.

Self-Service End User Portal
The Proofpoint user interface has been built to service the management needs of all user types, allowing end users the access to manage their own personal account settings.


Contact us

Have any questions?

bizdev@xamin.com