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eDiscovery (eDaaS) General Inquiry Request

Ask us about the eDiscovery-as-a-Service (eDaaS) services we provide to Commonwealth agencies.
Request via ServiceNow 

Contacts

EOTSS End User and IT Service Support

Phone

EOTSS End User IT Service Desk Call EOTSS End User and IT Service Support, EOTSS End User IT Service Desk at (844) 435-7629

Support for Commonwealth end users and IT support personnel

Online

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Send us an email Email EOTSS End User and IT Service Support at MassGov@service-now.com
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The Details

Overview

“DO NOT put any proprietary or confidential information in this ticket. DO NOT use this form to request eDiscovery search services. All information in this request will be visible to others outside the eDiscovery team.” 

Have a question about eDiscovery services?  Use this request to ask about the eDiscovery services provided to Executive Branch secretariats and their agencies, independent agencies, or constitutional agencies.

 

How to use e-discovery

The e-discovery service is only available to authorized users. Secretariat/agency general counsels or department heads authorize those users. 

Users are onboarded and receive training including: 

  • Learning about the service’s technical abilities 
  • User permissions for searches within the secretariat/agency 
  • How to submit an e-discovery request via ServiceNow 

 

The e-discovery team helps with search estimates, de-duplication, extracts, and preservation of records. 

eDiscovery-as-a-Service Plus (eDaaS+) is an enhanced eDiscovery service offered to agencies that are participants to the core eDaaS service through invitation only. The eDaaS+ service provides access to a modern eDiscovery document review platform. This tool provides a defensible process to collect electronically stored information (ESI), analyze the data, apply privilege or responsiveness labels, utilize technology assisted review (TAR or AI), and produce the data. The system is connected to the commonwealth’s Office 365 Mass.Gov tenant to collect ESI from Exchange Online, OneDrive, SharePoint Online, and Teams.

How to request

Request service via a ServiceNow request

Service Level Expectation (SLE)

eDiscovery (eDaaS) General Inquiry Request

SLEResponsibilities/Dependencies

Fulfillment: Due to the variable nature of this request item, fulfillment time will differ on a case-to-case basis. SLE will be communicated following the finalization of customer requirements.

Important Note: DO NOT put any proprietary or confidential information in this ticket. DO NOT use this form to request eDiscovery search services. All information in this request will be visible to others outside the eDiscovery team.

Customer

  • Responsible for adhering to the EOTSS Standard Rules of Engagement.
  • Responsible for submitting accurate information to EOTSS during the intake and discovery process.
  • Sharing complete requirements will ensure that accurate SLEs are provided and met.

EOTSS

  • Responsible for coordinating discovery meeting(s) with the customer.
  • Once all requirements are collected/finalized following intake and discovery, EOTSS will determine the appropriate SLE for the request and communicate to the customer.
  • Responsible for assisting customers with questions they have regarding the eDiscovery-as-a-Service (eDaaS) services provided to Commonwealth agencies.

Policies

Acceptable Use of Information Technology Policy

Contact

Phone
EOTSS End User IT Service Desk Call EOTSS End User and IT Service Support, EOTSS End User IT Service Desk at (844) 435-7629

Support for Commonwealth end users and IT support personnel

Online
ServiceNow Log in to ServiceNow 
Chat with us live! Log in and click "Chat now" 
Send us an email Email EOTSS End User and IT Service Support at MassGov@service-now.com
Learn more about this organization 

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