Download the complete service offering doc format of blackberry_services_definition.doc

 


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


Unified Communications:

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:

 

 


2. Service Targets/Hours of Availability

Service Requirement

Description

Service AvailabilityService 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.
Request Fulfillment

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

Report

Description

Reporting Interval

Blackberry usernames/agency

This report provides user names and number of users per agency

 

Upon customer request through CommonHelp



4. Service Requests

 COMiT Service Request*

Description

Lead Time-Business Days
Request a Blackberry Set UpAs 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. doc format of blackberry_services_definition.doc
 

For your convenience, you may view a detailed list of customer responsibilities doc format of blackberry_services_definition.doc
.


 


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

1A. Customer Specific - Costs Directly Charged to Customers
DESCRIPTIONCOST
 $0
Total 1A. Customer Specific - Costs Directly Charged to Customers$0
Total 1. Direct Charges to Customers$0

2. Direct Dedicated Resources

2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)
DESCRIPTIONFTECOST
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
2B. Hardware / Software / Contracts (UU, LL , etc)
DESCRIPTIONCOST
-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

3A. Allocated Shared Resources
DESCRIPTIONCOST
 $0
Total 3A. Allocated Shared Resources$0
Total 3. Indirect Costs$0

4. Indirect Costs

4A. Shared ITD Data Center Services
DESCRIPTIONRATECODERATEUNITSCOST
Hosting - Shared VMWare Platform Support*-SV350$14648$7,008
Hosting - Linux OS Support-SV120$37448$17,952
Data - Silver (Clarion Auto-Tier FC, SATA)-SF0C0$0.02227740$610
Data - Data Backup and Recovery -SG100$0.16997281$1,237
Total 4A. Shared ITD Data Center Services   $26,807
Total 4. Indirect Costs$26,807

5. Allocated Costs

5A. Allocated Costs Not Specific to Service
DESCRIPTIONCOST
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

6A. Management Adjustments
DESCRIPTIONCOST
 $0
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

7A. Rates Pertaining to this Service
SERVICE OFFERING / TITLE / BILLABLE UNITRATECODERATEPLANNED UNITSCOST
UNIFIED_COMMUNICATIONS - BlackBerry Support-Port - MonthSW060$7.8625692$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