Description
The Email service uses Microsoft 365 to provide cloud-based email, storage, calendar and task capabilities. This allows users to access the service virtually anytime and anywhere.
- Key Features and Benefits
- Each email account receives a fixed amount of email (mailbox and calendaring) storage, as determined by the Microsoft 365 Government Plan.
- Access to a global directory of state email addresses.
- Encryption for outgoing email is available if required.
- Virus scanning of all attachments.
- Spam filtering.
- User account provisioning.
- Email storage and archiving in compliance with state data and document retention policies.
- Incident resolution through the DTO Service Desk.
- Ability to utilize sc.gov domains.
- Experienced administration of email and email flow.
Service Scope
- Software
- Microsoft Exchange online plan2 and Azure information protection plan 1.
- Support and Administration
- Escalation to Microsoft is coordinated through OTIS.
- Exclusions
- Email only service is not available when user is traveling outside the continental United States.
- Does not include end-user outlook licensing for workstations.
- Prerequisites
- Customers are required to purchase an Entra P1 license in order to protect M365 for customers that require compliance with the State of South Carolina’s Information Security policies, as presented in SCDIS- 200.
Responsibilities
OTIS and Customer Responsibilities
| Responsibilities | OTIS | Customer |
|---|---|---|
| Supply a workstation or other mail-capable device. | Image
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| Supply and configure desktop client for accessing email (e.g., Outlook). | Image
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| Provision the MS Outlook client license. | Image
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| Contact the DTO Service Desk to report an incident. | Image
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| Plan, provision, maintain, troubleshoot, resolve email service issues. | Image
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| Work with end users to resolve security incidents. | Image
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| Request access for users traveling outside the United States. | Image
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Service Level Objectives
| Service Level Name | Description | Target Service Level |
|---|---|---|
| Incident Response – Severity 1 and 2 | Means the percentage of time it took for a Severity Level 1 and Level 2 Incidents to be acknowledged and worked by OTIS within the applicable timeframes in the Service Level Definition. | 99.00% |
| Incident Response – Severity 3 and 4 | Means the percentage of time it took for a Severity Level 1 and Level 2 Incidents to be acknowledged and worked by OTIS within the applicable timeframes in the Service Level Definition. | 95.00% |
| Service Request Fulfillment Timeliness | Means the percentage of time OTIS successfully completes “Service Requests” (defined as requests that are not automated self-provisioned or that do not require solution proposal development; examples of such requests include provisioning ID access, password resets, Service Catalog requests, IMACDs) within the applicable timeframes. | 96.00% |
Service Rates
Discontinued to new customers.
Service Contacts
To report issues related to this service, customers should contact the Division of Technology Operations (DTO) Service Desk (servicedesk@admin.sc.gov).
For additional information on this service customers should contact their Agency Relationship Management (ARM) representative or the Program Management Office (pmo@admin.sc.gov).
Estimate Initial Service Delivery Time
Not applicable.
Eligible Customers
No new customers accepted.
How To Order
Customers should contact their Agency Relationship Management (ARM) representative or the Program Management Office (pmo@admin.sc.gov) to acquire these services.