Download the complete service offering doc format of Massmail Services Definition

 


1. Description of Service

MassIT provides reliable and centrally managed electronic messaging and collaboration service called MassMail, utilizing Active Directory and Exchange 2007.


Service includes:

  • 500 MB, 1000 MB, 1500 MB mailbox sizes.
  • Send and receive e-mails from an Outlook client, Internet Explorer Outlook Web access, Windows and Mobile wireless devices.
  • Calendaring, Public Folders and Global Access List features.
  • Outlook Web Access (OWA), secure access from the Internet to the client mailbox.
  • Encrypted messages at transport within MassMail.
  • Outlook Anywhere (formerly called RPC over HTTPS).
  • Outlook 2007 Auto Discover Service (this feature allows users to configure their Outlook profile using their email address and password).
  • Daily backups of all mailbox stores retained for 10 calendar days.
  • Deleted items retained for 21 calendar days.
  • This service does not include purchase and support of Outlook client licenses, and support and configuration of Outlook clients.

Electronic Faxing:

For a monthly fee, MassMail customers can opt to use the integrated electronic faxing capability of MassMail through Biscom software which allows users to send and receive e-faxes through the Outlook client.


Freedom of Information Requests (FOI):

All MassMail Freedom of Information (FOI) requests must be submitted to our Legal Department and will be billed back to the requester at our current hourly labor rate (SQ050.)


Active Directory (AD) Domain Controller Responsibilities:

The Messaging Team manages AD domains at the forest level including all forest domain controllers, DNS and global catalog servers. Secretariats manage domains at the child level including child domain controllers, DNS and global catalog servers.

 

Message Transfer Agent (MTA) Email Routing Service:
MassIT currently routes email between MassMail and other agency managed email systems as a chargeback service to agencies not on MassMail.

 

MassMail Archive (new in FY15)

In the second quarter of FY15, MassIT will introduce an Enterprise Mail Archival service that will provide automated permanent historical archiving, journaling and allow user recall of email messages, with stubbed attachments. This service will also include centralization of .pst files through an ingestion process. 

In the early fall, MassIT will begin an Archive pilot and once the findings of this pilot are finalized, MassIT will offer these services to all MassMail users as part of the Unified Communications platform. As part of the rollout, agencies will go through an onboarding process to install end user applications, archive current attachments over 120 days, collect user .pst files, and ingest retrieved.pst files to the archive.

Benefits of MassMail Archive include:

  • Automated retention that will systematically manage email, enabling agencies to meet their records retention obligations under Federal and state law and contractual retention obligations.
  • Robust web-based search tool to easily find archived email attachments for general business reuse enabling users to retrieve archived content.
  • Transparent user experience to preserve user access to archived messages from Exchange and mobile devices.
  • Using an Offline Access Client to access and archive data locally.
  • Ability access to .pst files in a centralized location for ease of searching.
  • Considerable time and expense savings for message retrievals.

 

MassMail eDiscovery (new in FY15)

In the second quarter of FY15, in association with its rollout of the Archive service, MassIT will be introducing an eDiscovery service that will provide a comprehensive toolset for the Commonwealth's legal collection, preservation, and review of electronic mail and attachments.

 Benefits of eDiscovery include:

  • Provides discovery and secure legal hold of archived email for purposes of e-discovery and internal investigation. 
  • eDiscovery tools will enable agencies to engage in defensible legal holds and eDiscovery.
  • Secure, authorized investigator access, defensible collection results, and chain of custody.
  • Supports the EDRM XML export standard for easy data transfer to e-discovery processing, analysis, review, and production applications.
  • Searches content archived in the MassMail Archive by an agency.

Benefits from enhanced eDiscovery include:

  • Reduces eDiscovery review costs by 90% through Single-click Review and fast-tagging, Built-in Previewer with hit highlighting, and metadata clustering/search filters.
  • Provides distributed, collaborative, in-house solution for targeted analysis and review.
  • Ensures eDiscovery process is defensible, accurate and complete.
  • Provides email thread analytics, concept search, query analysis, search visualization, search report, full audit trail, and data verification.
  • Effectively and efficiently manages cases and external review teams.
  • Proves collaborative architecture with case-based management, supports multiple geographic locations, supports multiple ongoing cases, and includes extensive role support
  • Provides increased reviewer productivity through high-performance architecture and linear review capability.

 

 

Services in Development:

Also in FY15, the Messaging Team is pursuing multiple avenues for improving and adding new services, including preparations for moving to a cloud-based MassMail option. Improvement and added services include (but not limited to):

  • ADFS (Active Directory Federation Services).
  • The expansion of Lync availability with multiple real-time "chat" sessions.
  • The addition of an Enterprise Email Archiving solution.
  • Mobile Device Management
  • Testing voice and presence features. 

 

Support services include:



 

2. Service Targets and Metrics

Targets

Service RequirementDescription
Service AvailabilityService Hours are 24x7x52 excluding planned maintenance and unplanned outages. There is a 2 hour window (Wednesday, Thursday-the second week of the month) each month in which MassIT will perform planned systems maintenance.
Incident Management*MassIT Service Management Office has standard processes to managing incidents, requests, change orders and problems.

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.

Requests after normal business hours must be opened via CommonHelp phone support and reported as an emergency. The on-call person will be paged.

Planned MaintenanceMail Servers: Maintenance is performed monthly in a 2 hour window on the second Wednesday and Thursday of each month, between 2:00 am 4:00 am. Ad-hoc maintenance is scheduled through change control and customers are notified as part of the change control process.
Planned MaintenanceExchange Clusters: Maintenance is performed monthly in a 1 hour window on the second Saturday of each month, between 6:00 am 7:00 am. Ad-hoc maintenance is scheduled through change control and customers are notified as part of the change control.

 

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 available for this service.

 

 


4. Service Requests

COMiT Service Requests*DescriptionLead Time-Business Days
Join MassMailThis request is to join the Commonwealth's enterprise email system.This may require a project and is determined by the complexity of the request.
MassMail Fax ServiceMassMail users can subscribe to this service to send and/or receive faxes at their desktop.2 Days
Modify Mass Mail Services

This request is to modify current Mass Mail Services including:

  • Increase or decrease mailbox size (Exchange 2007 only)**
  • Mailbox restore from backup (up to 10 days retention)
  • Mailbox reconnect (up to 30 days from deletion date)
  • Public Folder restores from Backup (up to 10 days)
  • E-fax phone number request
2 Days
FOI RequestThis request is to provide MassMail support for a Freedom of Information (FOI) request.2 Days or more based on complexity of request


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


 


5. Customer Responsibilities

Customers create and maintain Exchange mailbox user accounts, and create and manage security and distribution groups and group policies. Customers manage domains at the child level including child Domain Controllers, DNS and Global Catalog servers.

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: MassMail

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)3.00$298,967
Total 2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)3.00$298,967
2B. Hardware / Software / Contracts (UU, LL , etc)
DESCRIPTIONCOST
- Dell Software-Sym Evault for MassMail Archive (In FY08, pre-pay for 3 yr coverage)-$6,504
- Dell Software-Sym enterprise eVault e-discovery-$7,700
- Dell Software-LYNC SVR software for LYNC implementation -$32,975
- Dell Software-MS Enterprise Agreement - Agreement #01E65727 - Enrollment #7664274 (FY13 includes true-ups purchased in FY12) BI1078 combined with this line item-$613,000
- Dell Software-Microsoft Premier Support #001119887 (new 1-yr. agreement with 2 optional years).-$103,233
- Advizex Technologies-iLO software support for the Messaging MassMail HP Servers-$3,783
- Advizex Technologies-HP Servers-$594
- Advizex Technologies-HP Hardware for MassMail Upgrade Project (FY 11 and 12 Software Support; FY13-FY15 Software and Hardware Support). Combined with BI 654 form FY2014+ per FY2$132,000
- Advizex Technologies-HP DL380 Hardware with 4-yrs. Support & HP iLO Software with 1-yr. support-$280
-Other costs, Reclassifications, Adjustments-$50,132
- Dell Software-SQLSVRENT for IM OS-$31,427
- Dell Software-Faxcom (Biscom) SW for MassMail Servers-$10,198
Depreciation$483,139
Total 2B. Hardware / Software / Contracts (UU, LL , etc)$1,474,965
Total 2. Direct Dedicated Resources$1,773,932

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 MassIT Data Center Services
DESCRIPTIONRATECODERATEUNITSCOST
Data - Platinum (Symmetrix)-SF0K0$0.042351228$14,752
Hosting - Dedicated x86 Platform Support***-SV110$77760$46,620
Hosting - Shared VMWare Platform Support*-SV350$14612$1,752
Security - Magnet Port Security -SU060$1471776$261,072
Unified Communications - Data Center Network Connection Port Charge-SJ1S0$3771776$669,552
Data - Data Backup and Recovery -SG100$0.169960726$10,317
Hosting - Windows OS Support-SV210$14072$10,080
Total 4A. Shared MassIT Data Center Services   $1,014,145
Total 4. Indirect Costs$1,014,145

5. Allocated Costs

5A. Allocated Costs Not Specific to Service
DESCRIPTIONCOST
Allocated Costs Not Specific to Service$352,310
Total 5A. Allocated Costs Not Specific to Service$352,310
Total 5. Allocated Costs$352,310

6. Management Adjustments

6A. Management Adjustments
DESCRIPTIONCOST
Management Adjustments-$774,000
Total 6A. Management Adjustments-$774,000
Total 6. Management Adjustments-$774,000

Grand Total: Unified Communications Products and Services - MassMail

$2,366,387

7. Rates Pertaining to this Service

7A. Rates Pertaining to this Service
SERVICE OFFERING / TITLE / BILLABLE UNITRATECODERATEPLANNED UNITSCOST
UNIFIED_COMMUNICATIONS - Mail Boxes under 500MB-Each Mail Box / MonthSW040$5.41437676$2,366,387
Total 7A. Rates Pertaining to this Service   $2,366,387

Cost framework: MTA Routing

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
  $0
Total 2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH) $0
2B. Hardware / Software / Contracts (UU, LL , etc)
DESCRIPTIONCOST
- First World d/b/a Terminal Exchange-HW and Sentrion SW for Syntegra Email Routing Appliance Replacement Project under RFQ 11-22-$67,267
Total 2B. Hardware / Software / Contracts (UU, LL , etc)$67,267
Total 2. Direct Dedicated Resources$67,267

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 MassIT Data Center Services
DESCRIPTIONRATECODERATEUNITSCOST
  $ $0
Total 4A. Shared MassIT Data Center Services   $0
Total 4. Indirect Costs$0

5. Allocated Costs

5A. Allocated Costs Not Specific to Service
DESCRIPTIONCOST
Allocated Costs Not Specific to Service$13,360
Total 5A. Allocated Costs Not Specific to Service$13,360
Total 5. Allocated Costs$13,360

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 - MTA Routing

$80,627

7. Rates Pertaining to this Service

7A. Rates Pertaining to this Service
SERVICE OFFERING / TITLE / BILLABLE UNITRATECODERATEPLANNED UNITSCOST
UNIFIED_COMMUNICATIONS - MTA Routing-Each NumberSW140$0.33244322$80,627
Total 7A. Rates Pertaining to this Service   $80,627

 *This service includes MTA routing. The cost for this service is based on the number of employees within an agency as define by the comptroller.

Download a complete listing of all chargeback rates


Updated August 27, 2014
Reviewed August 27, 2014
Published August 14, 2009
Created March 25, 2009: Information provided by the Business Services Team