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Messaging Services

The OIT Email service is a business class centralized Email messaging service using Microsoft Exchange Server and a local Email client (Microsoft Outlook) on users' desktops.

Benefits for users

Basic Email:

Access to the State of Maine global address list

Ability to access mail outside of the firewall using Secure/ID and Outlook Web Access

Ability to send and receive e-mail to and from internet recipients

Instant Messaging

Ability to send and receive instant messages on the computer screen to/from other maine.gov computers that have this service installed (does not send or receive from computers outside the maine.gov network).

Blackberry services

Remote access to e-mail, calendar and contacts

Service Facts: Cell Phones & other mobile devices

Availability:

Services are available 24 hours x 7 days per week excluding planned outage maintenance windows and unavoidable events for: Exchange Services and Blackberry services. For all other services listed above normal coverage is 7AM – 5PM, Monday – Friday.

Service Components Included in the Base Price:

Basic Email:

E-mail account with 100 MB storage

Account set-up on Exchange Server

Public Folder

Outlook Web Access

SPAM Filtering

Anti-virus protection

Instant Messaging

License

Account set-up on maintained up-to-date Live Communications server

Blackberry services

License

User account set-up on Blackberry Enterprise Server

Technical support as it relates to the Blackberry Enterprise Server

Basic 101 training can be found at:
(URL http://us.blackberry.com/support/devices/) if you are in need of assistance.

NOTE: Blackberries and a limited number of other mobile devices can be configured to send and receive State of Maine email. Request your supervisor to contact your agency Telco/Wireless Coordinator. He/she will obtain the Blackberry and complete the device configuration. OIT will then enable access to email, calendar, and contacts.

Service Facts: Cell Phones & other mobile devices

Options Available for Additional Charge:

Additional storage available in 100 MB increments

Options Available for Additional Charge ordered through your US Cellular Wireless Coordinator:

Bluetooth Headset
Carrying Case
Vehicle Adapter
Extra power adapter

Rates Charged:

Please see the OIT rate table

Service Level Targets & Agreements:

The standard production published service level agreement can be viewed at the following link: Standard_SLA_CTS_Production Services . A formal SLA has not been developed specific to this service.

How to get help and or order Email related services:

To learn more about this service:
- For Helpful Information regarding the use of Outlook and Email web services click on this link: http://www.maine.gov/oit/services/electronicmessaging/help/
To order Email services:
- Submit a request to the Customer Support Center via e-mail or phone to OIT.Customer-Support@maine.gov or 207.624.7700
- Provide name of account to be enabled and the type of service requested
For help with Blackberry services:
- Basic 101 training can be found at: (URL http://us.blackberry.com/support/devices/)
For Outlook Information see: Outlook Tips & Self Help
How to Escalate Service Issues:
- If the published SLA is not met, the issues can be escalated to the next priority level by any of the following methods:
  - Call Customer Support at 624-7700
  - Contact the Core Technology Service Duty Manager
  - Contact Production Service Manager
  Dawnna Pease, Manager
  Production Services Windows Server, Citrix, File & Print and SQL Server Services
  dawnna.pease@maine.gov ~ 207.624.7548

Customers (users) responsibilities

- related to this service include assuring that:

Individual users follow state IT use rules and policies, including all security policies
A contact person and backup are designated to interface with the OIT team
Any issues or problems with this service are reported to the OIT team as promptly and with as complete information as is feasible.