Download the complete service offering doc format of    Massmail Services Definition

 


1. Description of Service

The Information Technology Division (ITD) provides reliable and centrally managed electronic messaging and collaboration service called Mass Mail utilizing Active Directory. Currently we are using Exchange 2007 and ITD is pursuing multiple areas for improving this service including migration to Exchange 2010 or moving to a Cloud based option.


Service for customers using Exchange 2007 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

* Exchange 2003 mail boxes will remain at current size until moved to Exchange 2007.


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 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.
 

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 will be combining this service into a Unified Communications core. In the future, this core group will be able to provide Unified Communications to participating agencies and organizations throughout the Commonwealth.

 

Archive and Retention:
ITD is currently piloting Enterprise Vault (EV) 9.0 for Archive and Retention service that will allow for retention of Mail messages, and a solution for electronically discovering messages at a later date. Once the findings of this pilot are finalized, ITD will be developing a service offering available to all MassMail users as part of the Unified Communications platform in FY14.


Instant Messaging (IM):
ITD is currently piloting an Instant Messaging solution. This service will offer multiple real-time "chat" sessions among MassMail users. ITD is also testing voice and presence features as part of the Unified Messaging solution. Once the findings of this pilot are finalized, ITD will be developing a service offering available to all MassMail users (at an additional cost) as part of the Unified Communications platform in FY14.

 

Message Transfer Agent (MTA) Email Routing Service:
ITD currently routes email between MassMail and other agency managed email systems.  ITD will begin charging agencies not on MassMail the costs for email routing services beginning in FY14.

 

Support services include:

 


2. Service Targets/Hours of Availability

Service Requirement

Description

Service Availability

Service 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 ITD will perform planned systems maintenance.

Incident Management*

ITD 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 Maintenance


Mail 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 Maintenance


Exchange 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.

 

*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*

Description

 

Lead Time-Business Days

Join MassMail


This 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 Service

MassMail 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 Request

This 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 ITD 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 ITD 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 ITD Data Center Services
DESCRIPTIONRATECODERATEUNITSCOST
  $ $0
Total 4A. Shared ITD 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 October 25, 2013
Reviewed October 25, 2013
Published August 14, 2009
Created March 25, 2009: Information provided by the Business Services Team