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complete service offering 
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:
- 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 Requirement | Description |
|---|---|
| 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. |
| 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
Description | 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: Blackberry
Direct Costs:
Direct Dedicated Resources
Salaries (AA) and Fringe (DD) Costs, Contract Support (HH/U05) | |||
|---|---|---|---|
| No. | Description | Cost | Assumptions |
| 2a | Salaries (AA) and Fringe (DD) Costs, Contract Support (HH/U05) | $78,881 | 1.05 FTEs |
Hardware/Software/Contracts (UU, LL, etc) | |||
|---|---|---|---|
| No. | Description | Cost | Assumptions |
| 2b | Dell Software-BlackBerry Software for BlackBerry Enterprise Environment | $43,469 | |
Total Hardware/Software/Contracts (UU, LL, etc) Costs | $43,469 | ||
Indirect Costs:
Allocated Shared Resources | |||
|---|---|---|---|
| No. | Description | Cost | Assumptions |
| 3a | Allocated Shared Resources | $2,757 |
|
| Total Allocated Shared Resources Costs | $2,757 | ||
Shared ITD Data Center Services | ||||||
No. | Service Offering | Rate Code | Title | Rate | #Units | Cost |
4 | Hosting - Shared VMWare Platform Support | SV350 | $160 | 48 | $7,680 | |
| Hosting - Linux OS Support | SV120 | $312 | 48 | $14,976 | |
| Data - Backup and Recovery | SG100 | $0.2275 | 5,076 | $1,155 | |
| Data - Silver (Clariion Auto-Tier FC, SATA) | SF0C0 | $0.0170 | 27,740 | $472 | |
| Total Indirect Shared Costs | $24,282 | ||||
Overhead:
Allocated Costs Not Specific to Service | |||
|---|---|---|---|
| No. | Description | Cost | Assumptions |
| 5 | Allocated Costs Not Specific to Service | $23,765 | |
| Total Allocated Costs Not Specific to Service | $23,765 | ||
Adjustments:
Adjustments | |||
|---|---|---|---|
| No. | Description | Cost | Assumptions |
| 6 | Management Adjustments | ($35,200) | |
| Total Adjustments | ($35,200) | ||
Total Expenses for Blackberry | $137,955 |
Rates pertaining to this service offering include:
Rate Code | Title | Billable Unit | Planned FY2013 Units | Cost | FY 2013 Rate |
|---|---|---|---|---|---|
| SW060 | Blackberry Support | Each Device/Month | 24,240 | $137,955 | $5.69 |
Download the cost framework for Blackberry
Download a complete listing of all chargeback rates
Updated December 10, 2012
Published August 14, 2009
Created April 2, 2009: Information provided by the Business Services Team