Overview

Customer’s hardware, software, connectivity, phone, network equipment or other components that are managed by Ricoh IT Services as part of any contract must meet the minimum specifications listed below. Failure to do so may result in Deployment Date delay, additional costs, or contract breach.

Vendor Support/Maintenance 

* HD space recommendation does not include mailbox data; actual requirements are contingent on number of mailboxes and the volume of email accrued.

Software

1. Commercial-off-the-shelf (COTS) software must be supported by the vendor and not set to End of Support (EOS) or End of Life (EOL) by the vendor. Example: Microsoft moves all versions of Office prior to Office 2013  to End of Support. Therefore, technical support issues that cannot be resolved with Office 2010 require that the software be upgraded to the current version.

2. In the case of third-party software covered under a support contract with Ricoh IT Services, a valid support agreement between the Customer and the software vendor must exist. Example: Customer utilizes an Electronic Medical Records (EMR) solution from a third-party vendor that is under a technical support contract. Technical support issues with the EMR system will be triaged by Ricoh IT Services to ensure that the issue is isolated to the EMR solution and then escalated to the software vendor for final resolution.

Microsoft Corporation

Ricoh IT Services provides technical support for all Microsoft products in mainstream and extended support. However, products in extended support do not receive free updates or patches from Microsoft and Customer may incur additional fees from Microsoft for updates or patches.

Hosted Exchange Service

A minimum of Windows 10 and Outlook 2016[1] are required on the client workstations to access Hosted Exchange to ensure quality performance for end-users. For users accessing Hosted Exchange Services via Outlook Web Access (“OWA”), end-users can use any browser that has been designated as compatible by Microsoft. Microsoft Edge provide full compatibility with OWA while other browsers may not provide all OWA features.

Mobile Device Management Service

The minimum requirements for Ricoh IT Services’s Mobile Device Management are:

• Apple iOS 14.0 and higher

• Android – OS versions 8.0 and higher to support secure email and SPS Apps.

Backup Service

Customers must have one of the following backup solutions:

• BackupExec Version 20 or later with an active maintenance contract, and compatible with the current Operating System.

• A Ricoh IT Services-provided backup solution.

Microsoft ActiveSync

The minimum requirements for Microsoft ActiveSync are:

• Microsoft Exchange Server 2016  or higher

• Mobile devices running Windows Mobile 5.0 with Messaging and Security Feature Pack (MSFP)

• Microsoft ActiveSync-certified devices only

Hosted VoIP Service

Ricoh IT Services recommends Power-Over-Ethernet (“PoE”) switches for this service to work properly. If Customer elects to buy or lease PoE switches, any IP phones purchased by Customer will also be PoE. If Customer elects to buy or lease non- PoE switches, any IP phones obtained by Customer must be equipped with A/C power adapters. The Work Order will reflect the appropriate phones as shown in the table below. If Customer does not buy or lease IP phones from Ricoh IT Services, the Customer is responsible for ensuring phones are ordered with appropriate power supplies.

The customer may elect to utilize Over-The-Top (OTT) internet connectivity for some or all locations. Routers configured for optional MPLS connectivity must operate with Quality of Service (“QoS”) enabled to ensure expected call quality.  The following phones and devices are supported in the Hosted VoIP service:

Ricoh IT Services does not provide maintenance on any phones it provides to Customer. Ricoh IT Services does not require Customer to have maintenance contracts on VoIP phones. If Customer foregoes vendor support/maintenance contracts on VoIP phones, Ricoh IT Services recommends that Customer maintain an inventory of spare phones to minimize the impact on users in the event of defective VoIP phones. Ricoh IT Services must pre-approve all makes and models of VoIP phones in the Customer Solution.

Compliance and Email Archiving Service

Unless otherwise specified in a contract, Customer shall install and maintain current, updated and active anti-virus software on each user’s workstation and on e-mail servers. Customer must use Exchange 2016 or higher.

Instant Messaging Archiving Service

Customer must send Instant Messages (IM) via valid registered accounts with a certified IM client. Supported IM clients include the following public clients: AIM (AIM, Sametime, iChat), MSN (Live Messenger, MS Messenger for Mac), Yahoo (Yahoo Messenger, Yahoo, Yahoo for Mac, Yahoo IM), and Google (Google Talk). Subject to additional fees, the following enterprise clients are supported: Microsoft (Office Communications Server, Office Communicator, Skype, Skype for Business, Teams), and Jabber (XCP, Client, Messenger). For archiving of financial alert notification services, Customer must use Bloomberg accounts.

Customer Equipment Hosted in Ricoh IT Services’s Commack Data Center

Equipment must have an up-to-date hardware warranty. Ricoh IT Services has the right to inspect Customer cabinets. If Ricoh IT Services identifies an unsafe issue, Customer must immediately correct it. In the case where Ricoh IT Services has consented to but is not performing the installation, the Customer must adhere to the following:

a. Equipment ventilated exhaust.
b. Wiring must be neat and not block equipment exhaust.
c. Dual-powered equipment must be connected to spare legs of power.
d. Ricoh IT Services-supplied Cabinet Distribution units must be installed (unauthorized power strips must not be plugged into cabinets).
e. Ricoh IT Services strictly enforces fire prevention codes that prohibits any combustibles inside Customer racks.
f. Ricoh IT Services follows the National Electric Code in supplying power to each rack. That standard does not exceed 80% of total gross capability of the primary circuit amperage.
g. Ricoh IT Services will supply all power to cabinet and upstream sources. To take full advantage of the Ricoh IT Services redundant power sources, unauthorized power strips, battery packs, temporary UPS are prohibited.
h. Customer must not store paper or cardboard in racks.
i. Ricoh IT Services highly suggests redundant power sources or in the case that devices only have one power source; a mirror failover device be added.