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Application Systems Management

The Application Systems Management (ASM) Division supports more than 48,000 customers of the statewide finance, procurement, and human resource applications. By providing ready access to current, complete, and consistent information, these applications provide the functionality necessary to effectively manage statewide administrative processes, and allow Maryland's policy makers and agency managers to make informed business decisions.

ASM is committed to providing systems and services that meet the needs of our customers. If you should experience service or performance degradation, please contact the Customer Service Desk immediately at (410) 697-9700. Suggestions for application improvements and other non-critical, time sensitive issues can be emailed to the Customer Service Desk.​​​​

Email and Collaboration Services

Service

 

Description:

The Maryland Department of Information Technology (DoIT), through our Google partnership, provides G-Suite for Business. Google is primarily used for enterprise email, but offers collaboration and many other enterprise class features. DoIT also provides enhanced email encryption and automatic Data Loss Prevention (DLP) through the Virtru encryption plug-in.

Features and Benefits

  • Enterprise Class Email
    • Unlimited storage
    • Statewide contacts directory
    • Automatic email account creation
    • Data loss protection
  • Highly Resilient
    • Google has a 99.99% uptime guarantee
    • Google Vault offers a range of retention options
      • Legal holds and PIA searches
  • Enterprise Collaboration
    • Google Drive, Docs, Sheets, Slides, and Calendar all have unlimited storage.
    • Google Hangouts for voice and video meetings
    • Shared folders using Team Drive
  • Highly Secure
    • Google email is encrypted in flight and at rest
    • Partnership with Virtru allows for additional encryption options
    • Annual security review
  • GovDelivery
    • Mass email campaigns
    • Unlimited email addresses
    • Analytics - know who opened the email and what they did with it
    • Maintains whitelist status
  • Google Sites
    • Quickly deploy customized sites within the maryland.gov domain
    • Intranet-type website for information sharing

Dept. Owner:
Email & Identity Management

Service Owner:
Tracia Sherman
Tracia Sherman
410-697-9387

Support Contact:
DoIT Service Desk
Service.Desk@maryland.gov
410-697-9700

Status:
Currently offered

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Eligible Customers

 
Enterprise Agencies Yes
Standalone (Non-Enterprise) Agencies Yes
Counties Yes
Local Municipalities No
Public No

Notes:
DoIT has an established Google contract from which county and local partners can purchase Google software, maintenance and support. Please visit the DoIT website under Procurement & Contracts for details.

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Service Prerequisites

 

Before service can be offered the client must meet the following requirements:

DoIT Provided Services: None
Technical:
  • Microsoft Active Directory (one way sync)
  • Supported version of Google Chrome browser
Non-Technical: N/A

Notes:
The Google system is populated from Microsoft Active Directory automatically. Microsoft Active Directory is a requirement. A subscribing customer must be willing to perform a one-way sync to DoIT’s Active Directory and allow for some attributes to be synced back to the customer’s Active Directory.

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Scope of Service

 

This section outlines the area of responsibility between the provider (DoIT) and the customer.

In Scope:

  • Manage and maintain the Google system and assist customers with sync challenges
  • Training on G-Suites
  • Tier 1 and Tier 2 support, for G-Suites, provided by DoIT
  • Tier 3 support, for G-Suites, provided by vendor
  • Notification, to Customer Google Administrators, concerning planned maintenance

Out of Scope:

  • Configuration and/or troubleshooting of customer managed LAN
  • Configuration and/or troubleshooting of customer managed desktop technology
  • Support for other browsers

Customer Responsibilities:

  • Customer Google Administrators are responsible for notifying customer end users about planned maintenance.
  • Provide three (3) customer contacts to be used as contacts for this service.
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Service Level Agreements

 
Category Enterprise Customer Standalone (Non-Enterprise) Customer
Availability: 99.9% Uptime 99.9% Uptime
Capacity: Unlimited Unlimited
Service Hours: 7am – 9pm Monday – Friday 7am – 9pm Monday – Friday
Maintenance Schedules:
  • Planned maintenance notices are sent 2 weeks in advance
  • Planned maintenance windows are Sat/Sun 12AM – 6AM (excluding holidays)
  • Planned maintenance notices are sent 2 weeks in advance
  • Planned maintenance windows are Sat/Sun 12AM – 6AM (excluding holidays)
Upgrades and Refreshes: As needed As needed
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Email and Collaboration Services - Service Agreement FY21

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