IceWarp Services

Service Overview

Scope of Work (Exchange/M365/Google):

• Migration Preparation – Analysis of the source and target environment.
• Configuration of Migration Tools – Setting up the migration process.
• Actual Migration – Data transfer.
• Migration Check – Ensuring the successful transfer of data.
• Two Differential Migrations – Synchronization of any remaining data.
• Supported data types – Email, calendars and contacts are migrated (plus documents in case of Google and M365).

Scope of Work (IceWarp):

• Migration Preparation – Analysis of the source and target environment.
• Configuration of Migration Tools – Setting up the migration process.
• Actual Migration – Data transfer.
• Migration Check – Ensuring the successful transfer of data.
• Supported data types – All types of data are migrated.
• Switchover/post-migration assistance (3 hours) is mandatory in this case.

Scope of Work (Other IMAP):

• Migration Preparation – Analysis of the source and target environment.
• Configuration of Migration Tools – Setting up the migration process.
• Actual Migration – Data transfer.
• Migration Check – Ensuring the successful transfer of data.
• Two Differential Migrations – Synchronization of any remaining data.
• Supported data types – Only email can be migrated.

Requirements

• Unattended access to the source servers (RDP/SSH) using supported VPN connections.
• Administrative credentials/API access to the source servers.

Limitations

• The migration process guarantees the transfer of up to 95% of email messages.
• Any data that is incompatible or corrupted will not be transferred, even if it exceeds 5%.
• The source server must provide data through the IMAP protocol. If this limitation is discovered post the analysis, the email migration is not possible, and the service is considered delivered.
• The service is post-paid. If the invoice for delivered services remains unpaid, customer's license or service access will be deactivated.

Service Overview

Implementation Types

1. Implementation Standard - designed for standard deployments without high availability:

• Standard Setup without Yoda (suitable for up to 200 users) – 2 servers / 4 hours
• Standard Setup with Yoda (suitable for up to 1000 users) – 3 servers / 6 hours

2. Implementation POC (Proof of Concept) - aimed at trial deployments for evaluation purposes:

• POC (suitable for 100 users) – 3 servers / 6 hours

3. Implementation HA (High Availability) - for large-scale and mission-critical deployments:

• The pricing and duration depend on the number of servers.
• The recommended baseline configuration for up to 5000 users consists of 14 servers.
• The final implementation plan is determined based on customer requirements.

Scope of Work

• Installation and configuration of IceWarp server(s).
• Setup of core services (email, webclient, collaboration, security features).
• Performance tuning and best practice recommendations.
• Optional integration of Yoda full-text search where applicable.
• The service is limited to the defined time frame, with a maximum of 2 hours per server in the case of HA deployments.

Deliverables

• Fully installed and configured IceWarp environment.
• Verification of system functionality and performance.
• Deployment summary report with recommendations.

Limitations

• The service does not include ongoing maintenance or post-implementation troubleshooting.
• The service excludes the installation and responsibility for the underlying operating system or any third-party software.
• Any additional configurations beyond the defined scope will require a separate service agreement.

Requirements

• Administrative unattended access to the IceWarp Server (RDP/SSH) using supported VPN connections.
• Predefined deployment plan, including user count and feature requirements.
• Close cooperation of the customer's IT team for seamless implementation.
• The implementation service is delivered only during business hours, Monday to Friday, from 9:00 to 17:00 (GMT+1). Any service outside these hours is billable separately.

Service Overview

Scope of Work

Pre-Upgrade Assessment:

• Review of the current IceWarp version and system requirements.
• Verification of server compatibility with the latest IceWarp release.
• Backup recommendations to ensure data integrity.

Upgrade Execution:

• Installation of the latest stable IceWarp version.
• Migration of existing configurations and settings.
• Verification of core functionalities after the upgrade.

Post-Upgrade Validation:

• Functional testing of email, webmail, and groupware features.
• Performance and security checks to ensure optimal operation.
• Guidance on new features and changes introduced in the updated version.

Deliverables

• Successful upgrade to the latest stable IceWarp release.
• Verification of core functionalities and system performance.
• Summary report with key findings and recommendations.

Limitations

• The service does not include upgrade or configuration of operating system or any third-party software.
• Custom development or advanced troubleshooting outside of the standard scope of work is not included.
• The upgrade is performed only during business hours, Monday to Friday, from 9:00 to 17:00 (GMT+1). Any intervention outside these hours is considered an additional service.
• The upgrade cannot be performed on unsupported OS versions (applies to both Windows and Linux).

Requirements

• Administrative unattended access to the IceWarp Server (RDP/SSH) using supported VPN connections.
• Scheduled maintenance window to perform the upgrade with minimal disruption.
• Valid license for the new IceWarp version.

Service Overview

Types of Services

• Certificate Installation/Renewal – Installation or renewal of a standard SSL certificate.
• Certificate (Wildcard) Installation/Renewal – Installation or renewal of a wildcard SSL certificate.
• Certificate Installation/Renewal (Instant) – Expedited processing of standard SSL certificates, where the certificate application is submitted within two hours.
• Certificate (Wildcard) Installation/Renewal (Instant) – Expedited processing of wildcard SSL certificates, where the certificate application is submitted within two hours.

SSL Certificate Providers

• Standard Certificates: Sectigo PositiveSSL Multi-Domain
• Wildcard Certificates: RapidSSL WildcardSSL

Scope of Work

• Verification of domain ownership and SSL certificate requirements.
• Assistance with the certificate request (CSR) generation if needed.
• SSL certificate installation and validation on the IceWarp server.
• Configuration check to ensure proper SSL functionality.

Deliverables

• Successful SSL certificate installation or renewal.
• Verification of correct SSL implementation.
• Guidance on SSL best practices and security recommendations.

Limitations

• The service does not include obtaining SSL certificates from providers other than those listed above.
• SSL installation or troubleshooting on third-party servers is not covered.
• The service can be delivered only during business hours, Monday to Friday, from 9:00 to 17:00 (GMT+1). Any intervention outside these hours is considered an additional service.

Requirements

• Administrative unattended access to the IceWarp Server (RDP/SSH) using supported VPN connections.
• Valid SSL certificate files (unless assistance with CSR generation is required).
• Timely domain ownership validation for instant requests.

Service Overview

Scope of Work

• The consulting is provided remotely within a 1-hour timeframe.
• The service includes technical discussions and guidance only; no direct system access or modifications are performed.

Areas of consulting may include:

• Configuration Best Practices: Advising on optimal settings and deployment strategies.
• Feature Explanation: Clarification on IceWarp functionalities and usage.
• Troubleshooting Guidance: Providing insights into diagnosing and resolving issues.
• Security & Performance Considerations: General recommendations for improving system stability and efficiency.

Deliverables

• A summary of the consulting session, outlining key points discussed and recommended next steps.
• Suggestions for additional services if further hands-on assistance is required.

Limitations

• No remote session or direct intervention on the customer's system.
• The service does not include software installations, configurations, or issue resolution.
• The service can be delivered only during business hours, Monday to Friday, from 9:00 to 17:00 (GMT+1). Any intervention outside these hours is considered an additional service.

Requirements

• A scheduled call with a designated technical engineer.
• A clear agenda or list of questions provided by the customer in advance.

Service Overview

Scope of Work

• The health check is conducted remotely within a 2-hour timeframe.
• The service is non-intrusive, meaning no configuration changes or direct modifications are made to the server.

A comprehensive review is performed on the following areas:

• Antivirus – evaluation of the current antivirus configuration, update status, and detection efficiency.
• Antispam – analysis of spam filtering rules, scoring methods, and overall effectiveness.
• Server Performance – review of resource utilization (CPU, memory, disk I/O), bottlenecks, and optimization opportunities.
• Security Assessment – examination of access control, authentication mechanisms, and general server hardening.

Deliverables

• Healthcheck report summarizing findings and observations.
• Recommendations for performance improvement, security enhancements, and best practices.
• Suggestions for potential next steps, if any critical issues are identified.

Limitations

• The health check is limited to IceWarp Server only; it does not cover the underlying operating system, database, or other third-party dependencies.
• The service does not include software updates, configuration changes, or troubleshooting of existing issues.
• Any remediation actions must be handled separately outside the scope of this service.
• The service can be delivered only during business hours, Monday to Friday, from 9:00 to 17:00 (GMT+1). Any intervention outside these hours is considered an additional service.

Requirements

• Administrative unattended access to the IceWarp Server (RDP/SSH) using supported VPN connections.
• A designated point of contact from the customer's team for communication and clarifications.