Description
Microsoft 365 (M365) service includes the most up-to-date Office applications, such as Word, Excel, PowerPoint, Outlook, Teams, OneDrive and more. These applications provide tremendous value because of their rich functionality, ease of use and widespread familiarity. Microsoft’s productivity tools enable your staff and colleagues to accomplish more in less time by increasing communication and collaboration.
- Key Features and Benefits
- Microsoft 365 G3 License Level
- Always up-to-date Microsoft 365 desktop and mobile apps, including local and cloud-based applications.
- Email, file storage and sharing, meetings and instant messaging. This includes Microsoft 365 apps for enterprise, the latest Office apps for your PC (such as Word, Excel, PowerPoint, Outlook and others), and a full suite of online services for email, file storage and collaboration, meetings and more.
- 1 TB of user account cloud storage with OneDrive for business.
- Chat, meetings, and file sharing within shared workspaces.
- Core security and identity management capabilities.
- Windows operating systems for enterprise subscription-based operating system updates. Device management and advanced security services, including Microsoft Intune, a cloud-based enterprise mobility management service that helps to enable a productive workforce while protecting your organization’s data.
- Workforce productivity enhancements access to Office applications (Word, Excel, PowerPoint) across devices.
- Collaboration tools like Teams, SharePoint and OneDrive.
- Real-time co-authoring and document sharing.
- Integrated calendar and email with Outlook.
- Mobility
- A cloud-based platform enabling work from anywhere.
- Mobile apps for iOS.
- Seamless synchronization across devices.
- Security
- Advanced threat protection against malware and phishing.
- Data Loss Prevention (DLP) policies.
- Integration with state Multi-Factor Authentication (MFA) offering.
- Encryption of data at rest and in transit.
- Automatic updates to the latest features and security patches.
- Cost Savings
- Subscription-based pricing with predictable costs ensures support and the most up-to-date software.
- Flexible licensing options to scale with business needs (there are restrictions on when a license count can be reduced).
- Integration
- Seamless integration with other Microsoft services
- Integration with third-party apps and services.
- Customizable workflows with Power Automate.
- Collaboration
- Enhanced team collaboration with Teams for chat, meetings and calls.
- SharePoint for document management and intranet.
- Planner and Project for task and project management (an additional MS project license may be required).
- Usage and productivity insights with MyAnalytics and Workplace Analytics.
- Microsoft 365 G3 License Level
Service Scope
- Software
- Microsoft 365 G3 applications include Word, Excel, PowerPoint, Outlook, Microsoft Teams, OneDrive, OneNote, SharePoint, Microsoft Access (PC Only), Microsoft Bookings, Microsoft Forms, Power Automate, Microsoft Planner, Microsoft To Do, Viva Connections, Viva Insights.
- Other Microsoft application licenses (e.g., MS Project, Visio, Power BI) not included within M365 G3 license are available to purchase, costs will be charged to customer separately.
- Installation and Configuration
- Application deployment to OTIS-managed workstations.
- Application deployment to OTIS-managed mobile devices.
- Support and Administration
- Escalation to Microsoft is coordinated through OTIS.
- Exclusions
- PowerApps and Power BI are not included.
- Prerequisites
- Required service(s) for eligible customers:
- Managed Workstation
- Managed Active Directory
- Multi-Factor Authentication
- Required service(s) for eligible customers:
Responsibilities
OTIS and Customer Responsibilities
| Responsibilities | OTIS | Customer |
|---|---|---|
| Deploy Microsoft apps to workstations. |  | |
| Deploy Microsoft apps to mobile devices. | | |
| Escalate issues to Microsoft. | | |
| Provision access to apps. | | |
| Provide platform support to ensure apps are operating. | | |
| Provide user training on customer business processes. | | |
| Provide first line support with users to ensure not a training issue. | | |
| Provide default Data Loss Prevention (DLP) policy. | | |
| Define customer specific DLP policy. | | |
| Define customer specific retention policy. | | |
| Respond to security incidents. | | |
| Provision and deprovision user access. | | |
| Perform FOIA searches. | | |
| Perform legal holds. | | |
| Develop, troubleshoot and maintain Power Automate workflows. | | |
| Ensure any Power Automate workflows that are used for business processes have a service account or the user developed has shared those processes. | | |
| Provision SharePoint site collections. | | |
| Develop SharePoint site. | | |
| Ensure any SharePoint sites and the features they use are kept current. | | |
| Troubleshoot any SharePoint configuration or development. | | |
| Provision Teams. | | |
| Maintain two owners on each site collection and each team. | | |
| Provide use reports. | |
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
Call for pricing.
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
Initial service delivery time for new Microsoft 365 customers is dependent on customer engagement during the onboarding process.
Next business day for adding new users for existing Microsoft 365 customers (following approval of Request for Solution (RFS) and independent of other services).
Eligible Customers
| Customer Entity Type | Eligible |
|---|---|
| State Agencies | Yes |
| Local Government Entity including Municipality and County | No |
| Higher Education | No |
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.
