Enterprise Messaging & Collaboration

Hosted Groupware Support

Groupware is a term used to describe technologies that enable a collection of people to work together on a common task in a coordinated fashion.  Groupware systems are designed to offer much more than just basic email.  Groupware encompasses sharing of calendars and other resources beyond email. 

IT@JH Enterprise Messaging & Collaboration Services (EMT) offers hosted GroupWise/Exchange services for departments that support desktop computers and provide client installation/configuration assistance and training for their users.  EMT services include all features listed below at a competitive rate.

Departments are responsible for software installation, desktop computer support, and end-user interaction. In addition, departmental IT staff must be able to troubleshoot client-side issues regarding proper installation of client software (e.g. GroupWise client or Outlook 2007 client).  Departments must also provide users with client orientations (ensure function of software for new employees) and participate actively in account management (including both account creation/deletion and information management/transfer).  

The following services are included in the hosted groupware support offering:

• Email, calendaring, and resource sharing including feature sets offered in current versions of Microsoft Outlook/Exchange 2007 (or Novell GroupWise v7.0 through end of CY2009).
• Server/Gateway Management
• Groupware Database and Information Life-Cycle Management
• Account Management
  • Includes mailbox adds/deletes (automated by online tools)
  • Group creation/deletion (departmental contacts responsible for ongoing adds/deletes)
  • Resource (conference room, service accounts) creation and ownership updates.
  • Email alias management (for service accounts primarily)
• Initial email transition support provided to departmental IT person through migration period.
• 24x7 systems monitoring with on-call response provided.
• Serve as escalation point for client issues that cannot be resolved at the desktop level.
• Client distribution planning and deployment coordination provided.

Service Response Times:

• Account creation:  24 hours (one business day)
• Password Reset:  Self-service password reset through JHED utilities. 
• Account Moves:  96 hours after both source and destination systems managers are contacted
• Account Changes:  Resources & Service Accounts:  48 hours
• Priority3 Response:  24 hours (one business day)
• Priority1 Response:  1 hour (onsite within 2 hours if issue cannot be resolved remotely)
• Email Restoration:  Database/Server: (initiated within 4 hours, full database recovery within 16 hours)
• Systems Maintenance:  Normal changes (scheduled off-work hours); Emergency (least disruptive time possible) 

Costs:  

• Core Services:  $60 per mailbox per year (mailbox charges apply to service/resource accounts, adjusted biannually)
• Licensing:  Participation in MEEC (Micosoft eCAL licensing) or Exchange CAL license purchase required through SPARS.  FY09 MEEC cost is $49.33 per person