Enterprise Email Services

What is this Service?

Microsoft Exchange Online is a hosted messaging solution that delivers the capability to communicate with all State of Vermont employees and/or external parties through electronic messaging and manage personal contact information and schedules.  It gives users access to email, calendar, contacts, and tasks from PCs, the web, and mobile devices.   This service is accessible via the Microsoft Outlook client application available on user’s desktops, mobile computer devices, and the Internet through https://portal.office.com.  

What is Included?

Key Standard Features

  • One mailbox account per user
  • Supports communication with State of Vermont employees and/or external parties
  • All emails use the following standard naming convention:  firstname.lastname@vermont.gov
    • When there are duplicate names, middle initials may be used to differentiate the email addresses
  • Authentication is managed by the Enterprise Active Directory Service
  • Send and receive file attachments (such as Microsoft Word documents and Excel spreadsheets) per email.  Size limits apply based on the following:
    • 150 MB when using Outlook desktop application (G3)
    • 25 MB when using Outlook Web App (G1)
  • Create, update, and organize Address Book of contacts and create distributions lists (via end user contacts and Global Address Book)
  • View, update, and share employee calendars as well as schedule meetings
  • Virus and spam protection for all inbound and outbound messages
  • Capability to send and receive encrypted emails.  For information on how to send/receive, please see our Encryption Instructions here:  http://dii.vermont.gov/sites/dii/files/PDF/Support/MSO365-EncryptionHowTo-Recipients.pdf   
  • Email storage capacity up to 50 GB (G1/G3 licenses)
  • Automatic archiving of emails.  In addition the archiving process will keep your mailbox from exceeding the 50 GB limit, with the additional quotas set:
  • Access to view and reserve select conference rooms
  • Delegation of email to other employees
  • High Availability and Business Continuity
  • Upon employee termination, the mailbox is archived for a set amount of time based on the department needs and capabilities of DII.
  • Ability to enable Active sync on a user’s mailbox which allows them to securely receive email, calendaring and contacts on a state-owned smartphone or mobile device
  • Ability to create shared mailboxes to collect, organize and share information among the State customers
  • Exchange Online Limits:  https://technet.microsoft.com/en-us/library/exchange-online-limits.aspx#RecipientLimits
    • Recipient/Sender Limits:  500 recipients in the To, cc or bcc fields.  This is to discourage the delivery of unsolicited bulk messages, Exchange Online has recipient limits that prevent users and applications from sending large volumes of email. These limits are applied per-user to all outbound and internal messages.
    • Mail Retention Limits:  Varies based on applicable public record retention requirements.
  • Technical support and fulfillment of service requests

Key Non-Standard Features

  • Customized email archiving capability to support compliance requests (e.g. Public Records Requests and Legal Holds) 
  • Email account forwarding -- upon termination of an employee we will forward their mail for two weeks if requested
  • Ability to enable Active sync on a user’s mailbox which allows them to securely receive email, calendaring and contacts on a personal smartphone or mobile device.
  • Contractor/partner accounts use the following naming convention: firstname.lastname@partner.vermont.gov
  • Contractor/partner email accounts (not part the DII allocation, which is State employee headcount only) will be charged.
    • Partner accounts/training room users, etc., held by each customer will be charged per mailbox.  See Service Costing information below on licensing costs.  The reasoning for this is that partner accounts are not covered in the Allocation, as that only covers state employee mailbox accounts.  These accounts will be charged as part of demand services.

Service Exclusions

  • Partner accounts are not vaulted
  • Users are not allowed to have more than one email account (Example: user needs a partner account and a state account because they hold two job functions).
  • Listserv mailing list. – DII provides hosting of ListServ email services for pre-existing lists.  We plan on retiring this service in the future, so will not be accepting new requests.

How Do I Obtain This Service?

User Request Process for Service Features

Contact the Service Desk to request standard and/or non-standard features relating to this service listed below.

How Do I Receive Support for This Service?

To request support for this service, contact the Service Desk to open a support ticket:

Self Service Portal – Log into LANDesk

Service Maintenance Schedule

With Exchange Online, Microsoft maintains all service maintenance.  Because of high availability to its customers, no downtime should occur as a result of performing maintenance.

  • High Availability and Business Continuity
    • Exchange Online mailboxes are continuously replicated to multiple database copies, in geographically dispersed Microsoft data centers, to provide data restoration capability in the event of a local messaging infrastructure failure. For large-scale failures, service continuity management procedures are initiated. 

Service Performance

Availability Goal

Service/Application Availability

 

  • On premise Email Application: 99% (Available 24/7, excluding planned outages, maintenance windows and unavoidable events.)
Support Availability
  • DII Service Desk: Monday –Friday 7:45 a.m. to 4:30 pm
Non-Business Hours

DII does not traditionally respond to issues after business hours. DII staff is only available via "best effort" after hours. Support calls placed after 4:30 PM and weekends/holidays will be redirected to Contact Communications. Issues requiring immediate attention will be forwarded to the appropriate DII employee who will triage the reported issue and follow proper procedures to restore activities to normal operations

Request Fulfillment Goal

  • 5 business days to fulfill request for new email account

Resolution Goal

Issues will be prioritized and resolved based on priority.  Please refer to the Customer Support Service Level Agreement for definitions of priority levels and resolution goals for each level.

Service Costing

Office 365 Licensing information:  http://dii.vermont.gov/application/desktop/ms365/licensing

Enterprise Email services are included in the DII allocation.  All State Employee Client Access Licenses (CALs) are included as part of the allocation costs.

The following are not included in the allocation and the Customer utilizing these services will be assessed a Demand Services fee:

Vendor/Partner Account (non-state employees) Accounts – (subject to change based on Microsoft licensing costs when we renew our Enterprise agreement)

  • G1 - $110 per account
  • G3 - $313 per account

More Information:

What’s New:  https://technet.microsoft.com/en-us/library/jj200719(v=exchg.150).aspx

Archive Features in Online Archiving:  https://technet.microsoft.com/en-us/library/archive-features-in-exchange-online-archiving.aspx

Office 365 Trust Center:  https://products.office.com/en-us/business/office-365-trust-center-welcome

For more user group information visit the Exchange Users Group Webpage.

For more information, and “How To” documents, please see the email section of our How To page:  http://dii.vermont.gov/support/how_to#Email

 

Department of Information and Innovation
133 State Street
Montpelier, VT 05633
(802) 828-4141

For Customer Support, please call 802-828-6620 or toll free 855-828-6620

  • DII Service Desk:   Option 1
  • DII Telecom Helpdesk:  Option 2
  • DII Mainframe Helpdesk:   Option 3
     
  • Vision/HR Helpdesk: 802-828-6700