1. What is the difference between Outlook/Exchange and POP?
2. What is the difference between Small Business or Virtual Dedicated and Dedicated Exchange hosting?
3. What is HostPilot™?
4. What is MyMailboxManager™?
5. How do I contact technical support?
6. Why choose Intermedia?
7. What are Outlook/Exchange's benefits?
8. Do you support wireless devices?
9. How long will it take to set up my service?
10. What functions can an "administrator" perform on the client side?

1. What is the difference between Outlook/Exchange and POP?
   POP email systems provide basic email. Beyond that, most include limited collaboration and communication tools; some include none.

   Outlook/Exchange includes rich options not only for managing email, but also for managing calendars and contacts. All information can be securely and appropriately shared among users. For instance, users can schedule meetings, reserve conference rooms, create and post to public folders, and access corporate contact lists.

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2. What is the difference between Small Business or Enterprise and Custom Enterprise Exchange hosting?
   Small Business and Enterprise Exchange hosting customers both reside on a clustered server set and SAN with other Intermedia accounts. This is a cost-effective but also extremely resilient way for smaller businesses to access Outlook/Exchange's collaboration and communication tools.

   Custom Enterprise Exchange hosting provides your organization with its own server. No other company's email will flow over it. This option is typically chosen by larger small and mid-sized businesses with stringent performance and security requirements.

   In either case, servers are hosted onsite in Intermedia's data center, where they are monitored and managed 24x7 by our expert staff.

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3. What is HostPilot?
   HostPilot is a state-of-the-art control panel for Outlook/Exchange account administrators. Use it for 24x7 online access to your site/server configuration tools.

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4. What is MyMailboxManager?
   MyMailboxManager is a Web-based management tool created for end users. It allows them to instantly change passwords, view fax logs, customize individual mailbox settings, and more.

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5. How do I contact technical support?
   Log in to the technical support area for a complete set of contact information. You can also email exchangesupport@Intermedia.

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6. Why choose Intermedia?
   Intermedia is the world leader in business email services. All services are backed by our world-class 24x7 expert support.

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7. What are Outlook/Exchange's benefits?
   Microsoft Exchange Server 2007 is the world's most popular server for managing business email and group collaboration. Benefits include:
   • Advanced messaging delivered on-demand. Associate your email account to your company or Web site. Get the same "look" and communication tools available to large enterprises - minus the associated overhead.
   • Company address book and contact manager. Provide employees with secure, centralized access to key contact information.
   • Public folders/file sharing. Documents and email can be centrally posted and easily shared.
   • Company calendar for group scheduling. Employees can maintain their own calendars, as well as check availability of coworkers, conference rooms and other resources to efficiently schedule meetings.
   • Task management. Enable employees to assign tasks to one another, facilitating collaboration or project milestone tracking.
   • Outlook Web Access (OWA). Provide employees with secure access to email, calendar and contacts from any Web-enabled device.

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8. Do you support wireless devices?
   Yes. Details are available at our wireless messaging page.

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9. How long will it take to set up my service?
   Setup is complete in minutes. Sign up now for an Intermedia account, and you'll experience the benefits of Outlook/Exchange today.

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10. What functions can an "administrator" perform on the client side?
    Using HostPilot Control Panel, account administrators can perform numerous functions: create/delete mailboxes, add new services, view billing summaries, change mailbox passwords, create/manage distribution lists, create/manage company and billing information, and more.

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In 2000, Intermedia became the world's first company to launch an on-demand hosted Microsoft Exchange service designed specifically for small and mid-sized businesses.

Today, Intermedia has more experience in Exchange hosting for SMBs than any other company in the world. This is why we have created this checklist of '12 questions you should ask an Exchange hosting provider'. We hope it is useful as you evaluate your options for outsourcing Exchange to specialists.

1. How long have you been in business and how long have you been hosting Microsoft Exchange?

As a customer you should look at how long service providers have been in business, as it gives a good idea of the maturity and stability of the company. You should also note that Microsoft Exchange is a very complex piece of software with many IT management challenges. Long experience - living and breathing Exchange on a daily basis - counts for a great deal.

Intermedia has been in business since 1995 and hosting Microsoft Exchange since 2000. Unlike many competitors, who say they've been around more than ten years, playing on a previous or parent company's heritage, or even an older company they acquired, we are proud to say we celebrated our tenth birthday last year.

2. Are you stable, profitable and debt-free?

When it comes to choosing a hosting company, look to check off all three of these boxes, if possible. It isn't a case of "two out of three ain't bad", as Microsoft Exchange has truly become a mission-critical application. Losing your company email, contacts and calendars due to an issue with your hosting company would be a very grave business issue.

A number of companies in the hosting world have high debt and may have overextended themselves, putting their companies and – more importantly for you – their customers' data at risk. Intermedia is stable, profitable and debt free.

3. Are there multiple points of redundancy across your servers, storage, power, cooling, Internet connectivity and other infrastructure?

For mission-critical applications, uptime is key. Most hosted Exchange companies do have redundancy across their infrastructure, but some of them become very vague when asked for precise details of their datacenter and Exchange environment.

Intermedia's fiber-optic network and extensive peering arrangements, offers rapid transmission with built-in redundancy. Our datacenters also offer a state-of-the-art environment with raised floors, climate control, fire-suppression system, uninterruptible power supply (UPS) systems and standby power generators. This allows for full redundancy in every rack/cage. Our advanced storage area network (SAN) offers advanced failover capabilities, ensuring no downtime for you.

4. What size clients do you serve?

Some companies will pretend that the needs of businesses of all sizes are the same, but those who specialize in larger solutions don't give priority to smaller companies and their needs.

Intermedia focuses exclusively on SMBs – companies as small as three users and up. We are the world leader of hosted Exchange services to this market.

5. What is your relationship with Microsoft?

Ask your supplier about their Microsoft certification, which shows their commitment to the Exchange product. To legally sell Exchange as a hosted service, they must have a signed service provider licensing agreement (SPLA) with Microsoft.

Intermedia is a Microsoft Certified Partner, so provides you with the highest levels of technical expertise and hands-on skills. We are also a member of Microsoft's Exchange Technology Adoption Program (TAP), a small group of Microsoft's closest partners which gets an early view of upcoming releases.

6. What facilities do you own and run?

Some hosting companies lease or even sub-lease the hardware they use to host Exchange, which means that the responsibility and control of equipment is not 100% their own. This may or may not be acceptable to you - but it does lessen the accountability if there is a problem with your Exchange service. "There's nothing we can do about it" is most likely not what you will want to hear.

Intermedia owns and manages its entire Exchange environment, which includes all the servers, storage and software. Our server cages in our main California datacenter are similar in size to Google's California presence.

7. How many engineers and support people work for your company?

Maintaining and supporting an Exchange environment 24x7 requires manpower and expertise. This is very expensive and many smaller Exchange hosting companies - even with bold "guaranteed uptime" claims and the best intentions - simply cannot in practice live up to their support promises. A number of these smaller companies offer very good support, but if several issues emerge simultaneously, their small crew of support engineers is simply overwhelmed with tasks - meaning downtime for you.

As the world leader in hosted Exchange for SMBs, Intermedia has a large team of experienced and qualified systems administrators and engineers dedicated to supporting our small and midsize business customers around the clock.

8. Do you have any single points of failure?

A question that is often overlooked by customers and not talked about by service providers is whether there are any single points of failure. We know that even small problems can bring down a multi-million dollar system if each piece isn't configured in a redundant fashion.

All Intermedia's servers have built-in redundancy and the data center has redundant power and cooling. In addition, all major systems (such as Exchange servers) are configured with back-ups that can failover in an emergency.

9. What is your uptime guarantee?

This is a thorny issue, as many companies promote figures that have no basis in reality and little chance of being objectively measured. Guarantees range from 99.5%, which is the absolute minimum you should expect, up to bogus promises of "100%" availability. You should look for an SLA-backed promise of at least 99.99% uptime at the application level, with a higher figure for infrastructure. And make sure that there are financial penalties if the provider fails to meet that SLA-defined level.

Through its clustered, SAN-based infrastructure, Intermedia offers a 99.99% application-level uptime guarantee, with a 99.99% guarantee at the infrastructure level. We will also refund money to you if you suffer more downtime than is agreed in your SLA.

10. In which datacenter will your server be located and what facilities does it offer?

This is another question many providers will duck. Some hosting companies give only vague details about their datacenter, either in their company literature or when you talk to a member of the sales team. These providers may use outdated data centers or house their servers in a data center with a history of poor uptime.

Intermedia's main datacenter is a 2003 Terremark facility in Silicon Valley with the absolute latest in design, technology and infrastructure. This provides an unbeatable 99.99% guaranteed availability.

11. Will I get a control panel for both administrators and end users?

Or, to rephrase, how much effort will my hosted Exchange server really require? As a customer, you want to be in control of your Exchange server, but without the tedious administration or the frequent calls from your own staff about email issues. With some providers you have to submit all change requests manually and wait for a manual response, which could leave you waiting for hours or possibly days to make simple changes to your Exchange setup.

Exchange hosts that do have online control for self-service changes will often only provide one control panel, which is technically-focused for administrators. This puts a great deal of support onto your plate, as end users must submit even the most straightforward change requests to you – simple things, like altering their display name.

Intermedia solves these issues with two control panels: the HostPilot control panel for administrators and the MyMailboxManager control panel, which allows users to make their own basic changes and relieves the IT department of simple tasks. Note also that administrators can customize the level of access that end users get via MyMailboxManager™.

12. How knowledgeable is the support team?

You have probably experienced that sinking feeling when you phone a support line and you become aware that the people you're talking to know less about the service or application than you do. This is because some service providers outsource their support desks or are based in areas of the country with few Exchange specialists in the local workforce.

With business-critical services like hosted Exchange, it is essential the support team can help you right away. That's why the first time you contact Intermedia, no matter what time it is, 24x7, you will get the information you need. All of the members in our support team – including our first-level support – are highly trained and Microsoft-certified, unlike many of our competitors where level-1 support simply reads from a script.

Hosted Exchange 2007 with Outlook 2007 brings huge advances in speed, ease of use, mobile access and security. Here are just a few of them:

• Find any message instantly. Built-in message indexing can locate any email in a fraction of a second, so keep every email you receive! (That’s why Intermedia hosted Exchange 2007 includes 4 GB mailboxes.)
• Better wireless email. Always-synced ‘push’ mail on any handheld, including BlackBerry®, Treo and others. And with the new Windows Mobile 6.0 devices, you can search your whole mailbox from your handheld.
• Higher security. Automatic encryption between other Exchange 2007 servers. Higher wireless security – users can instantly 'wipe' their handhelds from OWA if they are stolen.
• Better Web access. All your email, contacts and calendars from any browser – and now with much-improved usability and advanced options like ‘out of office’ controls, only in Outlook Web Access (OWA) 2007.
• SharePoint 2007 integration. With integrated SharePoint 2007 hosting, your staff gets an instant intranet for documents, blogs, wikis and more, with access from any Web browser or directly from Outlook 2007.
• Better performance. Superior clustering brings higher reliability and uptime. 64-bit hardware means more powerful processing and faster email delivery.