Supporting your existing email with a third-party, cloud-based archiving system can provide serious benefits for both the MSP and end user, explains Danny Bradbury.
As the basis for so much daily business communication, email is a mission-critical service for many business people. Managed service providers must steward it carefully, with a close eye on performance. In the fight for effective email management, there is one weapon that service providers frequently overlook: archiving.
If you thought that instant messaging and social media were killing email, think again. According to market research company Radicati Group, the number of business email accounts is growing rapidly. In 2013 there were 929 million such accounts. This year, there will be 1.02bn – an increase of 10%. In 2017, that number will jump 11.4% to 1.14 billion.
Retaining this email is important to businesses, for several reasons. These include:
Storing all this information is far from easy. Older versions of Exchange have an inherent limit to the number of items that can be stored in a single folder, and when you exceed this limit, it can dramatically impede Outlook performance.
Even in more modern versions of Exchange, harbouring large mailboxes can affect the efficiency and performance of Outlook connections to the hosted message store. While mailbox quotas are theoretically unlimited in on-premise Exchange 2013, you’d be crazy to actually allow this.
Large or even unlimited mailbox sizes will eventually create problems for capacity planning and disk partition sizing, and those problems will result in service disruptions at inopportune moments.
Finally, If you’re reselling Exchange Online rather than running an on-premise server, mailbox sizes are still limited anyway, meaning that your users will eventually hit a ceiling.
Left unmanaged, mailbox bloat can create problems for customers, who will then contact the MSP’s help desk for answers. Helpdesk calls affect profitability, and the more that a service provider can do to avoid them, the more they can protect their margins. When it comes to performance issues, a kilobyte of prevention is worth a Gigabyte of cure.
Archiving Exchange mailboxes helps to prevent these performance issues, but this process still puts pressure on the MSP, who must manage the storage infrastructure, archiving process, and backup of the archived data.
At the very least, this would require an additional investment in storage infrastructure. Even if you are relying on cheap SATA storage, you have to purchase those, along with redundant equipment, and provide rack space and power to manage them.
Third-party cloud-based archiving offloads what is a necessary but largely unprofitable activity for MSPs, which can then rely on an expert organization to handle the whole process. It also provides a number of benefits for the MSP and their own customer alike.
Aside from increasing performance, one such benefit is automatic backup. Email archives are automatically duplicated in cloud environments, which can be useful for clients worried about resilience and availability.
MSPs using cloud-based archiving can also provide enterprise-class services without any upfront capital investment. Given that archiving is unlikely to generate a significant portion of revenue, there is a particular need to keep costs low.
The economic benefits of archiving can be significant. Osterman Research takes a 500-seat organization responding to an e-discovery or regulatory audit request as an example. The research firm draws on real world examples when it assumes that the data is stored locally on 500 backup tapes, and that each tape takes 30 minutes to load into a recovery server and copy to a central repository. It allows 24 hours for dealing with corrupted PST files, and unreadable tapes, and 320 person-hours for legal staff to manually trawl the data.
That organization would spend 250 person-hours of IT staff time at a total cost of $10,538 to recover the data from the tapes, claim Osterman analysts. The legal staff would cost $64,000 (320 hours at $200 per hour), producing a total labor cost of $74,528 to process the information. With a directly accessible archived system, that figure halves at the very least, it suggests.
Actual figures may vary according to circumstance of course, but this shows how an effective email retention strategy – which MSPs can provide with the help of a cloud-based service – can provide significant economic advantage for their clients. Managing archiving with a cloud partner enables the MSP to provide peace of mind to the customer, while focusing on innovation in other areas, such as application and service provisioning. It offloads a critical function, leaving them to concentrate on client-facing tasks. And perhaps most importantly, it offers the chance to save a considerable amount of money. That’s a partnership worth building.
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