1.1. IT Service Desk SLA

Statement of Intent

This agreement is between the Information Technology (IT) department and all CALIBRE departments. This document outlines the service level roles, responsibilities, and objectives of IT in support of CALIBRE's technical operations.

 

Scope of Services

IT supports the day-to-day operations of all CALIBRE departments through the maintenance and support of the entire IT infrastructure (CalPortal, SharePoint team sites, etc.).

 

Service Availability

The IT standard objective is to maintain system uptime, or availability, at 99%. The established IT service window is 24 hours a day, seven days a week.  All additional schedule service windows will be reviewed with, and communicated to, the customer in advance. 

 

Response Time

Service requests should be responded to utilizing the predefined service standard or within 1 business day by either implementing a solution or negotiating a date with the requestor. The primary method for submitting a request is using the IT Service Desk (ITServiceDesk@calibresys.com, or 703.797.8927). The tracking of the completion target date for service request will initiate after all approvals have been completed as part of the initial requesting process.

 

Parties to the Agreement

The IT provides enterprise technology infrastructure support, as well as business consulting services, to the divisions within CALIBRE. Our strategy is to deliver services aligned with our customers' business priorities and to pursue continuous service-delivery improvement opportunities.

The IT service structure encompasses services that are typically required by more than one Business Unit and are often delivered as a common service. This broadened structure is intended to ensure that IT operates as a seamless team and to provide integrated support groups that successfully meet the requirements of the IT Customers. Our focus is fivefold:

• Achieve financial savings by using our combined economies of scale.
• Leverage skills and knowledge by providing standardized processes and advisory services across the enterprise.
• Proactively plan and safeguard the IT Infrastructure we support.
• Ensure a high level of Customer Satisfaction and service availability.
• Advance the objectives of our divisional customers and business units.

1.2. IT On-Call Procedures

Internal Policy:

IT provides on-call support to the all incidents submitted to the ITServiceDesk should be responded to within the Service Level Agreement (SLA) of 0 - 4 hours upon receipt.  All incident submitted at any time can be handled by any available member of the IT staff.  The on-call hours for the weekend and holidays are 8am-10pm.

Procedure:

The on-call schedule is created to ensure technical support is available to all employees after normal business hours.  The rotating schedule is posted on the IT Team Site calendar on SharePoint.  It is the responsibility of the Technician and the Engineer to check the calendar regularly.  It is everyone's responsibility to assist our end users if they have the ability to help.

The assigned Technician and Engineer will share the responsibility of a weekly rotating schedule.   During on-call hours, it is the responsibility of ALL IT staff members, if available, to assist a user.  The IT Team (IT_Team@calibresys.com) should be CC'd on all incidents that are worked during on-call hours, to ensure all requests are being addressed. The on-call Technician will establish the first point of contact with the user to resolve all issues.  If an incident requires escalation then the process is as follows: 

Escalation Process:

The On-call tech will call the assigned engineer along with sending an email to the IT_Team.  If the engineer doesn't respond within 30 mins then the tech calls the engineer a second time.  If no response after 2^nd call then the tech calls the Senior Engineer that is assigned to the technician.

If at that time they are unable to reach either engineer then they will contact the Service Desk Manager or Director, IT.

All information regarding the issue should be noted by both the Technician and the Engineer in the incident.  If the user is satisfied that the issue has been resolved, the incident should be resolved immediately by the Technician or Engineer.

The scheduled on-call staff members must be available to respond as soon as possible to make the first contact.  The SLA is 0 - 2 hours after an incident has been received however we should strive to provide a high level of service.   If the scheduled staff member has a conflict with the on-call schedule, he or she must coordinate with their respective Team Leader to ensure that their coverage for the staff.

 

For Directors and above (VPs, etc.), the initial response from the Technician should be ASAP.  Also, if there is a high availability system out that is causing loss of work this matter should be address quickly as well (ex. Email outage during proposal).  If there is no response within an hour of receipt, the Service Desk Manager, Director IT, or VP IT will contact the Technician for a status update. 

The new on-call Policy will go into effect July 1^st. 

The On-call week runs from Monday-Sunday

The On-call schedule will go as a four week rotation

 

Emergency Contacts:

Service Desk Manager; Del-Von @ 703-795-0973, De.Nelson@calibresys.com

VP & CIO, IT; Tim @ 202-257-0915, Tim.OConnor@calibresys.com

2.1. Changing Your Password

ITServiceDesk Tech Tip:  Changing Your Password

If you have forgotten your CALIBRE password or simply wish to change it, the IT team offers several options to reset your password, including the Voice Response System (VRS), Self-Service Portal, Outlook Web Access (OWA), using Ctrl + Alt + Del, or contacting the ITServiceDesk directly.  Please note additional steps required after resetting your password when you are not at Metro Park (Please read Option 4.)

The following options are available for password resets before expiration:

Option 1:  VRS is an automatic response system.  To use VRS, dial 703-797-8927.  If you are a first-time caller, you will be prompted to enroll.  Identify yourself by stating your 4-digit employee identification number and saying the word "CALIBRE."  Make sure you are in a quiet place to avoid ambient noise and do not use a speaker phone (it may interfere with voice authentication). After completing the automatic response, you will be given a random password that will be repeated twice.  Make sure you write it down and then destroy the note after logging in.

Option 2:  Self-Service Portal.  Using Internet Explorer, go to http://passwordreset.calibresys.com/default.aspx.  Click "Reset Password" on the right.  Fill in the fields with your information.  CALIBRE= firstname.lastname. Old Password = Current Password.  Click "OK" to confirm.

Option 3:  OWA.  Log into https://mail.calibresys.com/owa.  Click "Options" in the upper right-hand corner and select "Change Your Password."  You will be prompted to type in your current password, new password, and then confirm the new password and click the "Save" button.

Option 4:  Ctrl + Alt + Del.  Use this option while connected to CALIBRE's network (via Virtual Private Network (VPN) or at Metro Park).  See below for details.

To change your CALIBRE network password when at Metro Park: Log on to the computer using your current password.  Type Ctrl + Alt + Del.  Select "Change a password."  In the field labeled Old password, enter your current password.  In the field labeled New password, enter the password you would like to use.  Re-enter your new password in the field labeled Confirm password.  Click on the arrow button.

To change your CALIBRE network password when you are NOT at Metro Park: Log on to the computer using your current password.  Connect to the VPN.  Type Ctrl + Alt + Del.  Select "Change a password."  Select your username, if prompted.  In the field labeled Old password, enter your current password.  In the field labeled New password, enter the password you would like to use.  Re-enter your new password in the field labeled Confirm password.  Click on the arrow button.  Type Ctrl + Alt + Del.  Select Lock this computer.  Type Ctrl + Alt + Del.  Enter your new password.  Click on the arrow button.

Option 5:  If you are unsuccessful at changing your password using the above options, contact the ITServiceDesk directly by calling 703-797-8927 or via email at ITServiceDesk@calibresys.com.

2.2. Create a New VPN Connection - Windows 7

Tech Tip: Creating a New VPN Connection

1. Locate the network icon in the system tray (Lower-right corner of your desktop):
2. Click on the network icon and select Open Network and Sharing Center:
3. Click on Set up a new connection or network:
4. Select Connect to a workplace and click Next:
5. Select No, create a new connection and click Next:
6. Select Use my Internet connection (VPN):
7. Use the following Internet address, Destination name and options. Click Next:
8. Enter your CALIBRE username and password, check the box to remember your password and enter CALIBRE for the domain. Click Create:
9. Click Close:
10. In the Network and Sharing Center window, select Change adapter settings:
11. Right-Click on the new VPN and select Create Shortcut in the dropdown menu:
12. When prompted, select Yes:
13. Double-click on the new VPN shortcut on your Desktop, verify the information and click Connect:
14. A window will briefly pop-up while it verifies the logon information. If the window disappears, the VPN should now be connected.
15. If you encounter any errors, please contact the ITServiceDesk

If you have any questions or concerns, please contact the ITServiceDesk at ITServiceDesk@calibresys.com or 703.797.8927.

2.3. Create a New VPN Connection - Windows 8

 

1. Locate the network icon in the system try (lower right corner of your desktop):
2. Right-click on the network icon and select Open Network and Sharing Center
3. Click on Set up a new connection or network:
4. Select Connect to a workplace and click Next:
5. Select Use my Internet connection (VPN):
6. Use the following Internet Address, Destination name and options. Click Create.
7. The CALIBRE VPN connection will appear under Networks in the blue side bar on the right under Connections:
8. Repeat steps 1 and 2 to open the Network and Sharing Center again. Click on Change adapter settings on the left:
9. Right-click the CALIBRE VPN Connection icon and choose Properties:
10. Change the default Data Encryption setting to Require encryption (disconnect if server declines):
11. Under Authentication, select the radio button Allow these protocols, then check the last 3 options as shown below and click OK:
12. A Network Connections message will appear. Click Yes.
13. To start the connection, click on the network icon in the lower-right, click on the CALIBRE VPN Connection and click Connect:

Once established, it will read Connected:  

To disconnected, click the CALIBRE VPN Connection in the blue side bar and click Disconnect.

 

 

2.4. Change Desktop Background - Windows 7

Note: Instructions designed for Windows 7

1. Go to CALPortal to download CALIBR 25 Year Desktop Background image at https://calportal.calibresys.com/PublishingImages/CALIBRE%2025%20Year%20Desktop%20Background.jpg
2. Right Click the image and select Save Picture As from the menu.
3. Save the image to the desired folder and then navigate to the selected folder.
4. Right Click the picture and select Set as desktop background.
5. Check the background of your machine to make sure it has changed.

2.5. Delete Saved Passwords on Windows 7

Purpose
To remove saved passwords on your computer. Old, expired and out‐of‐date passwords can lock your account and
prevent access to CALIBRE resources.

System Requirements
This article applies to Windows 7 and Vista.

Procedure

1. Close all programs and sign out of Lync
2. Click on the Start Button and type "manage password" in the Search Box
3. After a few seconds, the search results appear:
4. Click on Manage network passwords and the Credential Manager opens:
5. To review a credential, click the arrow on the right:
6. To delete a credential, click Remove from vault
7. When the confirmation window pops up, click OK
8. Repeat, as needed

Notes

• Do not remove the *Session credential, if present. (If removed, you will have to logoff and logon)
• These procedures are recommended:
  • Before changing your password
  • If you experience account access or logon issues
  • If your password expired recently
  • If a program or website continually prompts for your login

2.6. How to Restart and Shutdown in Windows 8.1

Windows 8.1 provides a few options for restarting, shutting down, etc.

From the Desktop

1. Move the mouse cursor to either of the right side corners and the Charms appear:
2. Click the Gear icon (Settings):
3. On the Settings pane, click the Power icon:
4. In the pop-up menu, select Restart, Shut down or Sleep:

Start Button

1. Find the Start button in the lower-left corner of the screen:
2. Right-click the Start button and click on Shut down or sign out:
3. Choose Restart, Shut down, Sleep or Sign out

From the Lock Screen or Sign-On Screen

1. Look for the Power icon
2. Click on the Power icon for Restart, Shut down and Sleep

If you have any questions or concerns, please contact the ITServiceDesk at ITServiceDesk@calibresys.com or 703.797.8927.

3.1. How to Clear the Outlook Autocomplete Cache

 

1. Start typing the email address you would like to clear from the cache until Outlook displays it.

2. Press the down arrow key to select the email address and then press the delete icon beside the email.

3. Close and then re-open Outlook.

4. Type in the email address and confirm it does not auto-complete.

3.2. Online Archive

What Is Exchange Online Archiving?
Exchange Online Archiving is a new email storage option that has been implemented for Exchange accounts allowing messages to be quickly and easily archived to simplify mailbox quota management. This solution utilizes server-side storage that works in a similar manner to the traditional Personal Folders (PST) files most of us are used to.
The advantage with this approach is that the archive allows you to move your emails into an online archive accessible from anywhere using Outlook or OWA while freeing you from Microsoft's recommended maximum PST size of 2GB.
  
How Does It Work?
The automatic archiving is accomplished through the use of policies which determine the frequency in which messages are moved to the archive. Once IT has enabled the service for your mailbox the archive policies can be set at the mailbox level, folder level or on individual messages. By default the Parent Folder Policy set server side is configured to Online Archive every email/folder/messages older than 1 year old. IT also provides alternate policies that allow you to exempt folders or emails from Online Archiving or even select policies to Online Archive items older than 6 months.

When a policy has been applied, the affected messages are moved into the online archive overnight. When items are moved to the archive by policy, the mailbox folder structure is preserved (i.e. if a policy is set on a folder, all of the messages that meet the policy criteria will be moved to a folder of the same name within the archive).
 
How Do I Know If I Have It Enabled?
If Exchange Online Archiving has been enabled for your mailbox you will see an additional entry under the Exchange mailbox in Outlook 2007/2010/2013 and OWA called Archive or Online Archive.

• The picture below shows how you can tell if archiving is enabled on your mailbox in Outlook (the name of your archive may be different than in the screenshot):
• The picture below shows how you can tell if archiving is enabled on your mailbox in OWA (the name of your archive may be different than in the screenshot):

 
How Do I Assign An Archive Policy?
From Outlook Client
Note: Only Windows users can change archiving/retention policy from within Outlook client. Mac users will need to change their settings in OWA.

To assign an archiving policy to a mailbox, complete the following steps:

1. Right click on the mailbox you want to enable archiving settings for.
2. In the context menu, click on Data File Properties.
3. Select the Policy tab on the dialog box that comes up.
4. Under the Online Archive section select the drop down menu and pick the archiving policy that will best meet your needs.
5. Click on the Apply button to save the change then click on the OK button to close the dialog box.

To assign a policy to a single mailbox folder, complete the following steps:

1. Right click on the mailbox folder you want to enable archiving settings for.
2. In the context menu, click on Properties.
3. Select the Policy tab on the dialog box that comes up.
4. Under the Online Archive section select the drop down menu and pick the archiving policy that will best meet your needs.
5. Click on the Apply button to save the change then click on the OK button to close the dialog box.

To assign a policy to a single message, complete the following steps:

1. Right click on the message you want to enable archiving settings for.
2. Click on the Assign Policy option in the context menu
3. Select a policy from the menu that comes up.
   - If you want to change your settings in the future you can select the mailbox, folder, or individual message then click on the Assign Policy option in the Outlook ribbon to select a different policy from the menu that comes up

From Outlook Web App (OWA)
Note: In OWA, archive/retention policies can only be set at the folder level and not the mailbox level.

1. To assign an archiving policy to a folder, right click on the folder you want to enable archiving settings for.
2. In the context menu, click on Archive Policy.
3. Select the archiving policy that will best meet your needs.
4. Repeat the process for any remaining folders you wish to configure. 

How Do I Transfer My PST Files Into The Online Archive?
This process can only be accomplished via Outlook for Windows as the .pst file format is not compatible with Microsoft mail clients for Macintosh or OWA. To move a message or folder from a PST to the online archive simply left click and drag the message or folders from the PST and drop them (release the mouse button) into the archive.
You can also move messages or folders by right clicking on the item you wish to move and selecting Move or Move Folder from the context menu. You will be presented with a dialog box that allows you to select an appropriate new location and an OK button you can click on to complete the process.
 
How Do I Remove My PST Files From Outlook When I Am Done With Them?
It is recommended you remove the unneeded/empty PST files from Outlook to avoid confusing them with the Online Archive. When you have transferred all of the folders and messages from your .pst file to your new Online Archive you can remove the PST file from Outlook (Windows only) by right clicking on the PST and selecting 'Close "Name of PST"' from the context menu. The PST file will not be deleted, it will just stop being accessible from Outlook.
 
 
What Else Do I Need To Know?
There are a few limitations associated with the Exchange Online Archiving feature. These should have a minimal impact on most Exchange users, but are listed here to make everyone aware of what they are.

1. The online archive is not available for OWA Light, Microsoft mail clients for OS X, or Microsoft Exchange ActiveSync (mail account on mobile devices).
2. When this option is enabled on a mailbox the Auto Archiving feature for that mailbox will no longer function in Outlook (this applies to Windows clients as Mac clients do not have the option to begin with). You can recreate the auto archive functionality using the Archive Policy options.
3. When using the Search dialog in Outlook for Windows, you can select the 'All Outlook Items' option to return results from both your mailbox and the online archive simultaneously. This does not work in OWA so you will need to select the Online Archive before entering search criteria.

 

4.1. Creating a Workflow on a Document Library

Creating a Workflow on a Document Library (Collecting Signatures)
1. Go to desired Document Library or create a new one.
2. In the Ribbon, select the Library Tab.
3. Go to Workflow Settings.
4. From the dropdown box, select Add a Workflow.
5. Choose your desired Workflow (in this case it will be Collecting Signatures, but the same applies to Approval workflows).
6. Name your Workflow.
7. Select the Task List you would like to associate with this workflow. (You may want to create a new Task list specific to your needs.) This will help you easily track your tasks associated with this library.
8. Select the History List you want to associate with this workflow. You can choose an existing history list or have a new history list created.
9. Select your Start Options. (When do you want this workflow to start?)
a. Allow this workflow to be manually started by an authenticated user with Edit Item Permissions.
i. Require Manage Lists Permissions to start the workflow.
b. Start this workflow when a new item is created.
c. Start this workflow when an item is changed.
10. Click Next.
11. Start assigning the recipients.
a. You have the opportunity to have the workflow assign to one person at a time or all at once.
12. Click Save.
13. If you selected to "Start this workflow when a new item is created", this will initiate the workflow and a task will be created. If you did not select it to automatically start, you will need to go into the item after it is added to the document library to start the workflow. This can be done from the drop-down edit button directly on the item. See below.
14. This will give you the opportunity to start the workflow on the item individually.
15. Click on the desired workflow affiliated with this document library.
16. Assign recipients.
17. Select Start.

4.2. How to Approve Leave Requests

How to Approve Leave Requests
When a leave request is submitted, the Time Approver will receive an email that has an "Open Task" button at the top of the email. This button may appear in different places depending on which view you're using in Outlook.
Figure 1: Open task button in Outlook 2010 (embedded in Compact & Single views)
Figure 2: Open Task button in Outlook 2010 displayed in ribbon (Preview view)
Figure 3: Open Task button in Outlook 2013 (embedded in Compact & Single views)
Figure 4: Open Task button in Outlook 2013 displayed in ribbon (Preview view)
Clicking on the "Open this Task" button will bring up a dialog box that will prompt you to approve or reject this task.
Delete Item - Deletes the Leave Request and notifies the requestor.
Approve - Approves the Leave Request and notifies the requestor.
Reject – Rejects the Leave Request and notifies the requestor.
Cancel – Cancels the Leave Request and notifies the requestor.
Reassign Task - Reassigns the task to another approver.
Figure 5: Opened Task

4.3. How to Set an Alert in SharePoint 2010

To Set an Alert on a List or Library

• Go to the desired list or library.
• In the ribbon, click the Library tab under Library Tools.
• In the Share & Track section, select Alert Me.
• There will be two options:
  
  • Set alert on this list (Select alert on this library if using a library)
  • Manage My Alerts
• Select Set alert on this list (Select alert on this library if using a library)
• This opens up a dialog that allows you to:
• Name the Alert Title – this will default to the name of the list/library if you do not change it.
• Send Alerts to – This allows you to insert other users. (Your name is entered by default.) NOTE: Users must have permissions to the list in order receive alerts.
• Delivery method – Email by default
• Change Type – This gives the option to send alerts when:
  • All changes
  • New items are added
  • Existing items are modified
  • Items are deleted
• Send Alerts for These Changes – This gives additional criteria for sending when:
  • Anything changes
  • Someone else changes an item
  • Someone else changes an item created by me
  • Someone else changes an item last modified by me
  • Someone changes an item that appears in the following view (Other views must already be created and have proper distinctions to separate them from default view.)
• When to Send Alerts – This sets the frequency of how you would like to be notified.
• Daily – Hour you would like to be notified
• • Weekly – Day and hour you would like to be notified
• Select OK when done.

To Set an Alert Directly on an Item

• Use the Edit dropdown on the item and select Alert Me
• This will open up a similar dialog box as the one previously mentioned

To Manage your Alert

• Under Alert Me in the Ribbon select Manage My Alerts
• This will take you to a screen that allows you to manage yours alerts. You can add, delete, and see the frequency of your alerts on your lists/libraries/items.

 

4.4. How to Submit a Leave Request

When arriving at the Leave Request page, you will notice that your name and the name of your Time Approver has already been provided. The following steps will allow you to submit a leave request.

1. Select your Type of Leave
   1. Personal Time Off (Default)
   2. Administrative Leave
   3. LWOP (Leave Without Pay)
2. Select your Leave Sub-type
   1. Personal/Vacation/Holiday (Default) – PTO or LWOP
   2. Illness/Injury/Medical Appointment (Own or Family Member) – PTO or LWOP
   3. HR Approved FMLA – PTO or LWOP
   4. Jury Duty – Administrative Leave
   5. Military – Administrative Leave
   6. New Parent – Administrative Leave
   7. Funeral – Administrative Leave
   8. Other – Administrative Leave
3. Enter your Start Date
4. Enter your End Date
5. Enter the number of hours you're requesting
6. Enter your reason for requesting leave. This is optional for PTO but required for Administrative Leave.
7. If your immediate Time Approver is unavailable and you need to reassign, click the box to discover the Reassign button. This will allow you to reassign this request.
8. Press Submit to initiate your request.

6.1. Adding Websites to the Home Screen

1. Start the Safari browser
2. Enter the Website into the address bar

 

1. Sign into the Website, if necessary.
2. Tap the GO TO icon at the top of the page

 

1. Select Add to Home Screen
2. Enter the Name of the Website. Select Add.

 

1. The Website will appear as an Icon on one of your Home Screens.

6.2. Changing iPhone/iPad Background

Open the email with the picture you would like as your background, and tap the image.  Or you may download CALIBR 25 Year Desktop Background image at  https://calportal.calibresys.com/PublishingImages/CALIBRE%2025%20Year%20Desktop%20Background.jpg

Once you have tapped the image, a pop up screen will show with options. Choose "Save to Camera Roll". 

After you have saved it, go to your photo albums and select the one with the Another pop up will show. Choose "Use as Wallpaper" 

You can move and scale the picture as you would like, then click 'Set' when done.

Select which screens you would like to have the picture set as; 'Set Lock Screen', 'Set Home Screen' or 'Set Both'. 

Check to make sure the picture shows up as your wallpaper, and you are done. 

 

6.3. Smartphone Security Settings

Smartphones Security Settings & Agreement

1.0              PURPOSE

The purpose of this Knowledge Base (KB) article is to provide clear and concise instruction and policy regarding smartphone security settings when requesting access for mobile email.

2.0              OVERVIEW

Employees must read and agree to this KB article when requesting email on mobile devices before the connection to the device is made to the CALIBRE Email infrastructure.  Devices that are supported include any Active-Sync devices comprised of Blackberry, Windows, Android and iOS operating systems.  Security settings that will be applied to the device are specified in Table 1.  These settings have been selected to protect the CALIBRE infrastructure and information within.

3.0              PROCEDURE

ActiveSync Security Settings:  All other approved Smartphone devices will be connected to Exchange through ActiveSync.  Approved devices must have iOS 10.1 and above, Windows Phone 10 and above, Blackberry 10 and above or Android 5.0 and above.

 

Staff Departure and Lost/Stolen Device Policy:  You must notify CALIBRE IT immediately upon losing the device, upgrading it to a new device or leaving CALIBRE employment so IT can remotely remove all CALIBRE data and security settings from the device.  If you do not notify IT of your departure from CALIBRE prior to your termination date, IT will remotely remove all CALIBRE data and security settings from your device on your final day of employment with CALIBRE.

ActiveSync Security Policy	Settings
Advanced
Allow Browser	YES
Synchronization Settings
Include past calendar items up to	1 month
Include past email messages up to	1 month
Attachments to be downloaded to the device	YES
Security
Password required	YES
Password minimum length	4 digits
Number of failed password attempts (erases data)	8
Time out before password needed (minutes)	20
Allow signed applications	YES
Allow unsigned applications	NO
Require encrypted device & removable card	YES
Security
Allow Camera & Wi-Fi	YES
Allow internet sharing from device	NO
Allow remote desktop	NO
Allow Bluetooth	YES

• • Table 1

CALIBRE is not responsible mobile usage and will not compensate for any overages in minutes or data.

If you should have any questions on how these policies affect your devices performance or features, please feel free to contact the ITServiceDesk@calibresys.com or call us at 703.797.8927.

6.4. How to obtain the CALIBRE Employee Verizon Wireless Discount

To register your line for your employee discount, follow these simple steps:

- Go to verizonwireless.com/discounts

- Enter your work email address and select "Check for Discounts."

- Click the "Get Started" button to continue the registration process.

- Click on the "Register Your Line" link under the "Already a Verizon Wireless Customer" section.

6.5. Android Active Sync Setup

Once you have replied, here are the steps to add your CALIBRE account to your device:

1. Go to Settings
2. Select 'Accounts'
3. Click 'Add Account'
4. Select 'Corporate Sync'
5. In the first field (Domain\Username), enter in calibre\first.last
6. Enter you CALIBRE domain password in the next field (make sure you enter it correctly, this is usually where users run into issues)
7. Enter full CALIBRE email address in the email field
8. Enter "mail.calibresys.com" in the Server field
9. Click Next

 

You will see the progress bar come up, and then your screen will go dark. Click on the Lock/Unlock button, and it will prompt you to enter in a 4 digit pin (twice for confirmation). After you have done that, you are set. It may take 5-10 minutes to sync all of your email and contacts. After a few hours, if you see your email is not up to date with what is actually coming into your inbox, pull the battery out and restart the phone; this should fix any issue with syncing.

 

6.6. iPhone Active Sync Setup

Here are the setup instructions:

 

1. Go to Settings > Mail, Contact, Calendars > Add Account > Microsoft Exchange
2. Enter in your full CALIBRE email address
3. Domain is calibre (not case sensitive)
4. Username is first.last
5. Enter your CALIBRE domain password
6. Enter any description of the account (for your personal use, Exchange is default, but you can make it CALIBRE or anything else you would like)
7. Once you click 'Next' you will see it Verifying
8. Another field will show up asking you for the server name, which is: mail.calibresys.com
9. Click next again
10. On the next screen, make sure Mail, Contacts and Calendars are set to 'On' then click Save
11. Everything is done, but you will have to wait a few minutes while it syncs all of your Exchange items.