1. Description of Service
MassIT provides a centrally managed enterprise Blackberry service. and has combined this service into our Unified Communications core. The current Blackberry service uses the all-in-one mobile Blackberry device that MassMail users can wirelessly access their MassMail mailbox through a forward mechanism to send and receive email. This service includes:
- Access to Regular Exchange Email
- Access to Email contacts
- Access to Email attachments
- Message Delivery
- Email Reconciliation
- Email Calendaring
Service to be Retired:
Please note that MassIT will continue to offer Blackberry service only through FY15 and Unified Communication Blackberry Enterprise Server (BES) services will end after June 30th, 2015. Agencies currently using older Blackberry devices should either upgrade to the newer Blackberry devices and utilize Exchange Active Sync or switch to another SmartPhone supported by Exchange Active Sync (iOS, Android, Windows Mobile). New SmartPhones may be acquired off of the State Blanket Contract (ITC 46). When moving to Exchange Active Sync, users must complete the Wireless Device Agreement, which can be found at MassIT's Cyber Security Page and see link under Publications called "Wireless Device Agreement". In FY16, if a customer has not upgraded their Blackberry device and moved to Exchange Active Sync and continues using their older Blackberry device, users will incur additional chargeback costs for MassIT to continue Blackberry support of a retired service.
New Mobile Device Management Service to be Available September 1, 2015
In the 2nd quarter of FY16, MassIT will be enrolling all users utilizing Exchange Active Sync to our new Mobile Device Management (MDM) service. Prior to initiating this enrollment, MassIT will outreach to all users with additional information about this service.
Support services include:
- A Service Account Manager to answer any questions or concerns regarding MassIT Services.
- Services offered through our Operations Office; including Change Management and customer access to incident management via email, phone (CommonHelp).
- The online COMiT service management portal.
- MassIT's Chargeback Billing System.
2. Service Targets and Metrics
|Service Availability||Service availability hours are 24x7excluding planned maintenance and unplanned outages. There is a 2 hour window each month (Thursday, Friday-second week of the month) in which MassIT will perform planned systems maintenance.|
|Incident Management*||MassIT Service Management Office has standard processes to managing incidents, requests and changes.|
Outages or urgent issues should be reported by phone to receive the quickest response 1-866-888-2808.
Service requests are responded to between 7:00 am - 5:00 pm Monday though Friday excluding holidays.
Off hours requests: Must be opened via CommonHelp phone support and reported as an emergency - the on-call person will be paged.
|Not available at this time.|
|Not available at this time.|
*Incidents, requests, or changes that are outside the scope of the defined service description or normal service hours will be direct charged to the customer.
3. Service Reporting
The following reporting information is provided to customers as part of this service
This report provides user names and number of users per agency
|Upon customer request through CommonHelp|
4. Service Requests
|Lead Time-Business Days|
|Request a Blackberry Set Up||As a MassMail user, this service is to activate a Blackberry device and is available to all MassMail customers.||3 Days|
*For new service requests only. To manage existing requests, please log into COMiT.
5. Customer Responsibilities
The customer procures the blackberry device, voice and data plan and user licenses. Other customer responsibilities are to activate the data plan with the carrier, and device activation and configuration.
Customers are also reminded that access to the Internet using your Blackberry device is through the Internet browser. Internet access through the Blackberry browser is not supported (this has been disabled at the enterprise level). All Blackberry devices must be configured to use the Internet browser as a default browser. For instructions on how to complete this please see 3.3 Default browser instructions.
For your convenience, you may view a detailed list of customer responsibilities .
6. Chargeback Rate Information
For more information on Chargeback, including an overview of the program as well as current and previous fiscal year rates, please visit our Chargeback Services webpage.
Updated September 03, 2015
Reviewed September 03, 2015
Published August 14, 2009
Created April 2, 2009: Information provided by the Business Services Team