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1. Description of Service
The Information Technology Division (ITD) provides a centrally managed enterprise Blackberry service. By using the all-in-one mobile Blackberry device, MassMail users can wirelessly access their MassMail mailbox through a forward mechanism to send and receive e-mail.
This service includes:
- Access to Regular Exchange Email
- Access to Email contacts
- Access to Email attachments
- Message Delivery
- Email Reconciliation
- Email Calendaring
As part of the Consolidation effort, and taking into consideration the needs of ITD to continue to offer the best service possible, ITD has combined this service into a new Unified Communications core. In the future, this core group will be able to provide Unified Communications to participating agencies and organizations throughout the Commonwealth.
Support services include:
- A Service Account Manager to answer any questions or concerns regarding ITD 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
2. Service Targets/Hours of Availability
|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 ITD will perform planned systems maintenance.|
|Incident Management*||ITD 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.
*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.
Cost framework: Messaging - Blackberry
1.Direct Charges to Customers
|Total 1A. Customer Specific - Costs Directly Charged to Customers||$0|
|Total 1. Direct Charges to Customers||$0|
2. Direct Dedicated Resources
|Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)||1.05||$82,591|
|Total 2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)||1.05||$82,591|
|-Other costs, Reclassifications, Adjustments-||$18,405|
|- Dell Software-BlackBerry Software for BlackBerry Enterprise Environment-||$45,208|
|Total 2B. Hardware / Software / Contracts (UU, LL , etc)||$63,613|
|Total 2. Direct Dedicated Resources||$146,204|
3. Indirect Costs
|Total 3A. Allocated Shared Resources||$0|
|Total 3. Indirect Costs||$0|
4. Indirect Costs
|Hosting - Shared VMWare Platform Support*-||SV350||$146||48||$7,008|
|Hosting - Linux OS Support-||SV120||$374||48||$17,952|
|Data - Silver (Clarion Auto-Tier FC, SATA)-||SF0C0||$0.022||27740||$610|
|Data - Data Backup and Recovery -||SG100||$0.1699||7281||$1,237|
|Total 4A. Shared ITD Data Center Services||$26,807|
|Total 4. Indirect Costs||$26,807|
5. Allocated Costs
|Allocated Costs Not Specific to Service||$29,037|
|Total 5A. Allocated Costs Not Specific to Service||$29,037|
|Total 5. Allocated Costs||$29,037|
6. Management Adjustments
|Total 6A. Management Adjustments||$0|
|Total 6. Management Adjustments||$0|
|Grand Total: Unified Communications Products and Services - Messaging - Blackberry||$202,048|
7. Rates Pertaining to this Service
|SERVICE OFFERING / TITLE / BILLABLE UNIT||RATECODE||RATE||PLANNED UNITS||COST|
|UNIFIED_COMMUNICATIONS - BlackBerry Support-Port - Month||SW060||$7.86||25692||$202,048|
|Total 7A. Rates Pertaining to this Service||$202,048|
Download a complete listing of all chargeback rates
Updated October 25, 2013
Reviewed November 20, 2013
Published August 14, 2009
Created April 2, 2009: Information provided by the Business Services Team