Download the complete service offering docx format of uc_listserv_services_definition.doc


1. Description of Service

MassIT provides a reliable and centrally managed bulk electronic messaging delivery service called ListServ. A list server is a device that operates mailing lists and distributes new messages, newsletters, or other postings from list members or list administrators to the entire list of subscribers.

This service includes:

  • Ability to send email to "All" Commonwealth employees or Executive Branch employees
  • Ability to send email to constituents and/or customers
  • Supports customized templates or uses pre-built HTML templates
  • Supports personalized and targeted content



Support services include:


2. Service Targets and Metrics


Service Requirement


Service AvailabilityService availability hours are 24x7excluding planned maintenance and unplanned outages. There is a 2 hour window each month (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 7:00 am - 5:00 pm Monday through 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:



Reporting Interval

Delivery Report

This report details the following:

  • % of users who received message
  • Failure report after messages sent


Automatically provided through e-mail whenever a message is sent.



4. Service Requests

COMiT Service Request*


Lead Time-Business Days

Set Up a List Server List

This request is to grant administrative privileges to the state-wide list serve application. Once granted authority, agencies can create their own list serve lists, giving the ability to send email to a targeted group of users. This service request includes:

  • The ability to send messages to Commonwealth employees.


3 Days

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

5. Customer Responsibilities

Customers have the ability to populate and maintain their own customized messaging lists.

For your convenience, you may view a detailed list of customer responsibilities docx format of uc_listserv_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.

The costs pertaining to this service offering are currently included with MassMail.


Reviewed August 23, 2016
Updated September 02, 2014
Published August 14, 2009
Created April 2, 2009: Information provided by the Business Services Team