Managed Support & Helpdesk (1st & 2nd Line) - Email archiving and spam filtering (per user/mailbox, tenant setup shared, per month) - Initial Term

Prerequisites

·         Proofpoint licence for each mailbox.

·         Supported Microsoft 365 tenant and email platform.

·         Domain hosted on D8A nameservers and managed within D8A control panel.

·         Administrative access to email platform and DNS.

·         Supported vendor platform: Proofpoint.

·         Ability to modify mail flow using MX records or connectors.

Setup

·         Provisioning and configuration of Proofpoint platform.

·         Mail flow configuration such as MX changes or connectors.

·         Deployment of spam filtering and threat protection policies.

·         Configuration of anti-spam, anti-malware and phishing protection policies.

·         Setup of email archiving including journaling, retention and compliance requirements.

·         User and admin access configuration.

·         Integration with Microsoft 365 and directory services.

·         Initial validation of mail flow and filtering.

·         Documentation of policies and configuration.

Maintenance

·         Monitoring of mail flow and filtering performance.

·         Policy review and optimisation including spam sensitivity and threat detection tuning.

·         Archive health and storage monitoring.

·         Retention and compliance policy management.

·         False positive and false negative tuning.

·         Reporting on email security and archive status.

·         Licence and service utilisation monitoring.

Support

·         Investigation and resolution of mail flow issues.

·         Spam filtering false positive and false negative resolution.

·         Email trace and delivery troubleshooting.

·         Archive search and retrieval assistance.

·         Support for legal, audit or compliance-related requests.

·         Policy adjustments following business or regulatory changes.

·         Escalation to Proofpoint support where required.

·         User guidance on quarantine, release and reporting phishing.

·         Incident response support for email-borne threats.