Mobile Device Management service encompasses mobile services including security, device management, email management, application management, and content management. This construct will allow for streamlined and automated mobility management and a single, unified management console across MD State Agencies.

Service Level Objective (SLO):

Mobile Device Management has a 99.9% uptime service level objective; excluding planned outages, maintenance windows and unavoidable events.

Features and Benefits:

• Provide secure mobile access to State resources
• Manage large-scale deployments of mobile devices from a single console
• Configure and update device settings over-the-air
• Enforce security and compliance policies

Eligible: State Enterprise Agencies

Availability (Uptime): 24 hours / 365 days

Standard Support Hours: 7am – 9pm Monday- Friday

Exceptions:The Service Desk is not available during State Holidays or Service Reduction Days

Response (to incident) Time: Based on priority, see SLA Document

Resolution (of incident) Time: Based on priority, see SLA Document

Maintenance Windows: Sat/Sun 12:00am – 6:00am (excluding holidays)

Security – Authentication through Active Directory

Business Critical Service: Yes; Recovery Time – 4 hours
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