Download the complete service offering doc format of blackberry_services_definition.doc

 


1. Description of Service

MassIT provides a centrally managed enterprise Blackberry service. and has combined this service into our Unified Communications core. The current Blackberry service uses the all-in-one mobile Blackberry device that MassMail users can wirelessly access their MassMail mailbox through a forward mechanism to send and receive email. This service includes:

  • Access to Regular Exchange Email
  • Access to Email contacts
  • Access to Email attachments
  • Message Delivery
  • Email Reconciliation
  • Email Calendaring

 

 

Service to be Retired:

Please note that MassIT will continue to offer Blackberry service only through FY15 and Unified Communication Blackberry Enterprise Server (BES) services will end after June 30th, 2015.

Agencies currently using older Blackberry devices should either upgrade to the newer Blackberry devices and utilize Exchange Active Sync or switch to another SmartPhone supported by Exchange Active Sync (iOS, Android, Windows Mobile). New SmartPhones may be acquired off of the State Blanket Contract (ITC 46).

When moving to Exchange Active Sync, users must complete the Wireless Device Agreement, which can be found at MassIT's Cyber Security Page and see link under Publications called "Wireless Device Agreement".

 

 


Support services include:

 

 


2. Service Targets and Metrics

Targets

Service Requirement

Description

Service AvailabilityService availability hours are 24x7excluding planned maintenance and unplanned outages. There is a 2 hour window each month (Thursday, 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

Service requests are responded to between 7:00 am - 5:00 pm Monday though 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.

 

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

The following reporting information is provided to customers as part of this service

Report

Description

Reporting Interval

Blackberry usernames/agency

This report provides user names and number of users per agency

 

Upon customer request through CommonHelp



4. Service Requests

 COMiT Service Request*

Description

Lead Time-Business Days
Request a Blackberry Set UpAs a MassMail user, this service is to activate a Blackberry device and is available to all MassMail customers.3 Days

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



 


5. Customer Responsibilities

The customer procures the blackberry device, voice and data plan and user licenses. Other customer responsibilities are to activate the data plan with the carrier, and device activation and configuration.

Customers are also reminded that access to the Internet using your Blackberry device is through the Internet browser. Internet access through the Blackberry browser is not supported (this has been disabled at the enterprise level). All Blackberry devices must be configured to use the Internet browser as a default browser. For instructions on how to complete this please see 3.3 Default browser instructions. doc format of blackberry_services_definition.doc
 

For your convenience, you may view a detailed list of customer responsibilities doc format of blackberry_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.

Cost framework: Messaging - Blackberry

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)1.05$85,469
Total 2A. Direct Costs - Salaries (AA) and Fringe (DD), Contract (U05, HH)1.05$85,469

 
2B. Hardware / Software / Contracts (UU, LL , etc)
DESCRIPTIONCOST
- Dell Software-BlackBerry Software for BlackBerry Enterprise Environment-$30,000
Total 2B. Hardware / Software / Contracts (UU, LL , etc)$30,000
Total 2. Direct Dedicated Resources$115,469

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 - Silver (Clarion Auto-Tier FC, SATA)-SF0C0$0.012204400$2,453
Hosting - Shared VMWare Platform Support*-SV350$78132$10,296
Hosting - Linux OS Support-SV120$28348$13,584
Data - Data Backup and Recovery -SG100$0.0893247056$22,062
Total 4A. Shared ITD Data Center Services   $48,395
Total 4. Indirect Costs$48,395

5. Allocated Costs

5A. Allocated Costs Not Specific to Service
DESCRIPTIONCOST
Allocated Costs Not Specific to Service$23,567
Total 5A. Allocated Costs Not Specific to Service$23,567
Total 5. Allocated Costs$23,567

6. Management Adjustments

6A. Management Adjustments
DESCRIPTIONCOST
Management Adjustments-$85,000
Total 6A. Management Adjustments-$85,000

 
Total 6. Management Adjustments-$85,000

 
GrandTotal: Unified Communications Products and Services - Messaging - Blackberry$102,431

7. Rates Pertaining to this Service

7A. Rates Pertaining to this Service
SERVICE OFFERING / TITLE / BILLABLE UNITRATECODERATEPLANNED UNITSCOST
Unified Communications - BlackBerry Support-Each Device / MonthSW060$6.0117040$102,431
Total 7A. Rates Pertaining to this Service   $102,431

 

Download a complete listing of all chargeback rates


Updated October 21, 2014
Reviewed August 28, 2014
Published August 14, 2009
Created April 2, 2009: Information provided by the Business Services Team