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| Description |
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E-mail Servers - Exchange, GroupWise, Blackberry Enterprise Server (BES)
An e-mail server is software that sends, stores, and receives messages and attached files. The e-mail server typically works with an email client product that an individual user interfaces with. E-mail applications (server and client) are out of scope for the SDC at this time. However, since customer e-mail server applications reside on hardware located at the data center, physical access restrictions apply.
The BlackBerry Enterprise Solution pushes e-mail, calendar, contacts, tasks, and notes from the customer’s e-mail system to end-user BlackBerry hand-held devices. It can also push out web-based applications and services and enterprise applications.
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| SDC Responsibilities |
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- Acquire product and manage licenses and license compliance
- Install on SDC-managed hardware platform with a basic configuration and test for basic operation (i.e., startup, shutdown, exercise toolbars and major commands)
- Maintain current product release levels[1]
- Manage administration privileges and administrator access
- Monitor, troubleshoot, and tune environments for optimum performance and availability
- Consult with vendor technical support staff to escalate issues that cannot be resolved internally
- Notify customers of requested customer and SDC upgrades and changes
- Patch and upgrade products, coordinating and collaborating with impacted customer
- Provide basic e-mail control services, (e.g., spam filtering, anti-virus checking) for all e-mail passing through the state mail hub, both inbound and outbound
- Monitor filtering results for SDC-supported e-mail control products
- Manage e-mail directory synchronization for all state e-mail directories
[1] SDC policy on supported software versions will be developed at a later time
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| Customer Responsibilities |
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- Determine which users will have access to the product(s)
- Determine if more extensive e-mail control services are needed for the customer
- Identify e-mail administrators and provide contact information
- Configure the product for customer use in consultation with SDC technicians. Configuration tasks requiring broad systems authorizations (e.g., global sysadmin, SYSTEM) will be performed by the SDC
- Determine and implement backup and restore requirements
- Define and manage any associated log and archive files
- Define and implement security requirements including setting up and managing user access to these products and applications running under these products
- Manage e-mail directories for customer-selected product
- Troubleshoot e-mail issues and raise product-level issues to the SDC
- Provide estimates of resource utilization and expected growth (i.e., CPU, RAM, disk space, and network bandwidth), in terms of expected number of users, e-mail volume per day, and average amount of data transferred per e-mail
- Perform e-mail investigations and monitor filtering results for customer-supported products
- Provide impact analysis of proposed changes to e-mail server products on customer’s applications and end-user commitments
- Test changes to e-mail server products prior to release into production
- Coordinate schedules for e-mail server product upgrades and changes so that important customer activities (e.g., application rollouts, application upgrades, training sessions or live service) are not affected by the changes
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| Who to Call |
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Your account manager can help answer any questions you have about this service, contact the SDC Service Desk at (503) 373-1000 or e-mail SDC Service Desk.
What to ask for:
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E-mail troubleshooting assistance
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E-mail server services
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| Other |
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Service Levels:
Service levels to be provided in later revisions of this document.
Special Change Management Procedures:
There is a special change management procedure for e-mail control software.
Related Policies:
Customer-selected e-mail control software must be compatible with the SDC’s basic e-mail control software.
Network E-mail Services use X.500 standards and LDAP protocol.
Revision History:
Draft - June 18, 2007
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