Download the complete service offering docx format of gateway_services_definition.doc
 

 


1. Description of Service

The Massachusetts Office of Information Technology (MassIT) provides a reliable and centrally managed inbound and outbound electronic messaging and collaboration Gateway services. Offering these enterprise centralized services to our customers helps reduce the total cost of ownership of messaging while also creating an enterprise computing infrastructure that customers can leverage and use to add value to their existing IT services.

This service include:

  • Internet Mail Spam Scanning – blocks known viruses determined to be SPAM.
  • Anti-Virus Scanning – blocks/cleans messages that contain known viruses.
  • E-Mail Address Directory Synchronization – provides Global Address List (GAL) directory synchronization from disparate email systems.
  • Address Rewrites – provides address rewrites to state.ma.us for users in the Sentrion Directory.
  • Sentrion MTA’s – responsible for the delivery of email to/from the Commonwealth’s email systems and also accepts and delivers email for the state.ma.us domain.


Unified Communications

As part of the Consolidation effort, and taking into consideration the needs of MassIT to continue to offer the best service possible, MassIT has combined this service into a Unified Communications core.  


Support services include:

 

 


2. Service Targets and Metrics

Targets

Service Requirement

Service

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 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.
Request Fulfillment

Staff will respond to service requests between 7:00 am and 5:00 pm excluding holidays.

Off hours requests must be opened via CommonHelp phone support and reported as an emergency. The on-call person will be paged.

 

Metrics

Performance

Description

Measurements

Not available at this time.  

Availability

Description

Measurements

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

Currently, there are no reports offered for this service.

 


 


4. Service Requests

COMiT Service Request*

Description

Lead Time-Business Days

Request Service Account Manager SupportIn order to request Gateway Services, customers should work with their Service Account Managers directly.Requests that come to the Gateway team will be referred to the SAM for support.5 Days

*For new service requests only. To manage existing requests, please log into COMiT.
 

 



5. Customer Responsibilities

The customer will place requests for service through their Service Account Manager.

 

 

 


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 .

The costs pertaining to Security and Threat Analysis are included in Security Services .

 


Reviewed August 26, 2014
Updated August 26,2014 
Published August 14, 2009
Created April 2, 2009: Information provided by the Business Services Team