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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 Exchange 2007. In FY12, ITD is pursuing multiple areas for improving this service including migration to Exchange 2010or 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.
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.
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. This feature 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 (at an additional cost) as part of the Unified Communications platform in FY13.
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 FY13.
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 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.
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.
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.
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*|
|Lead Time-Business Days|
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:
|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
Direct Dedicated Resources
Salaries (AA) and Fringe (DD) Costs, Contract Support (HH/U05)
|2a||Salaries (AA) and Fringe (DD) Costs, Contract Support (HH/U05)|
Hardware/Software/Contracts (UU, LL, etc)
|2b||CBE Technologies-IBM Systems Storage EXP3000 for X3650 Servers for Mmail Exchange 2007|
Dell Software-Faxcom (Biscom) SW for MassMail Servers
|Dell Software-LYNC SVR software for LYNC implementation||$31,706|
|Dell Software-Microsoft Premier Support #001119887 (new 1-yr. agreement w/ 2 optional years).-||$98,317|
|Dell Software-MS Enterprise Agreement - Agreement #01E65727 - Enrollment #7664274 (FY13|
includes true-ups purchased in FY12)-
|Dell Software-SQLSVRENT for IM OS-||$30,218|
|Dell Software-Sym enterprise eVault e-discovery||$7,000|
|Dell Software-Sym Evault for MassMail Archive (In Fy08, pre-pay for 3 yr coverage)-||$6,254|
|EMC Corporation-EMC PowerPath||$43,221|
|Depreciation - ENTERPRISE MESSAGING||$453,202|
|Other Costs, Re-classifications, Adjustments||$1,000|
|Total Hardware/Software/Contracts (UU, LL, etc) Costs||$1,091,009|
Allocated Shared Resources
|3a||Allocated Shared Resources|
|Total Allocated Shared Resources Costs|
Shared ITD Data Center Services
|Hosting - Shared VMWare Platform Support||SV350|
|Hosting - Windows OS Support||SV210|
|Data - Backup and Recovery||SG100|
|Data - Silver (Clariion Auto-Tier FC, SATA)||SF0C0|
|Data - Platinum (Symmetrix)||SF0K0||$0.0640||813,950||$52,093|
|Security - Magnet Security Protection Port Charge||SU060||$201||1,776||$356,976|
|UC - Data Center Network Connection Port Charge||SJ1S0||$472||1,776||$838,272|
|Total Indirect Shared Costs|
Allocated Costs Not Specific to Service
|5||Allocated Costs Not Specific to Service|
|Total Fixed Costs Not Specific to Service|
Total Expenses for MassMail
Rates pertaining to this service offering include:
Planned FY2013 Units
FY 2013 Rate
|SW040||Mail Boxes under 500 MB||Each Mail Box/Month|
Updated December 11, 2012
Published August 14, 2009
Created March 25, 2009: Information provided by the Business Services Team