What’s Included
After the transfer or initial implementation described in the Onboarding section, Managed Solution will provide managed Mimecast email security services to continuously protect Client’s email environment. Managed Solution will oversee email security operations, including monitoring, system maintenance, policy management, threat response, user administration, and incident investigation to ensure email protection and continuity.
Services include:
- Managed Solution shall monitor the Mimecast email security system to ensure it is operational and effectively filtering email, including reviewing system dashboards, security logs, and message queues to identify issues such as excessive queuing, processing delays, or filter malfunctions that may disrupt email flow or security.
- Managed Solution will investigate alerts and incidents flagged by the Mimecast system. Confirmed email-borne threats (e.g., malware attachments or phishing campaigns) will be contained through quarantine or blocking, and Client will be notified as appropriate, particularly for severe threats.
- Managed Solution will regularly review and update Mimecast security policies, including adjusting spam filtering sensitivity, managing block/allow lists at Client’s request, configuring and tuning DLP and content filtering rules, and updating advanced threat protection settings (e.g., attachment sandboxing and URL protection) as threats evolve and Client’s requirements change.
- Managed Solution will manage user and administrator accounts within the Mimecast portal, including provisioning new users, deprovisioning departed users, and managing role-based administrator access (e.g., granting Client IT personnel the ability to monitor or release quarantined emails).
- Managed Solution will investigate and resolve email delivery and security filtering issues, including releasing legitimate emails incorrectly blocked or quarantined and adjusting filters to prevent recurrence. Where malicious emails are delivered to user mailboxes, Managed Solution will identify the scope, assist with remediation (e.g., removing emails from mailboxes or prompting password resets), and provide guidance to users and administrators on handling suspicious emails.
- Managed Solution shall ensure Mimecast integrations remain operational, including directory synchronization, mail flow connectors between Microsoft 365/Exchange and Mimecast, and any onsite synchronization components. We will coordinate with Mimecast support on Client’s behalf for issues requiring vendor intervention.