End User Services

DoIT's end user services ensure all State workers can access their work environments in a secure manner and with a consistent user experience.

E-Fax Services

Service

Description

The Maryland Department of Information Technology (DoIT) offers an email fax service (Retarus) that facilitates the sending and receiving of faxes by email using your phone, tablet or computer. Retarus provides an easy to use solution by utilizing your existing email account.

Features and Benefits

No need for separate analog fax lines or dedicated fax machines
Eliminates maintenance and repair costs of fax devices
Fixed per page rate to help reduce costs
Ability to port an existing fax line
Simple as sending an email
The ability to customize cover pages for outgoing faxes
Receive delivery and confirmation reports on outgoing faxes

Department Owner
DoIT End User Services and Support

Service Owner
Mary Martin
mary.martin@maryland.gov
410-697-9435

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

Status
Currently offered

Eligible Customers

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

Notes:
N/A

Service Prerequisites

Before service can be offered, the customer must meet the following requirements:

DoIT Provided Services	DoIT provided e-mail Shared Mailbox License
Technical	List of customer names who require eFax accounts.
Non-Technical	N/A

Notes:
N/A

Scope of Service

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

In Scope	Customer requiring electronic faxing services Training and service documentation
Out of Scope	Support of the customer managed desktop, network or firewall
Customer Responsibilities	Adequate communication of requirements Provide account information for enrolled users Update DoIT as to onboarding /offboarding as needed. Payment based on agreed upon schedule to maintain service. Provide three (3) customer contacts to be used as contacts for this service.

Notes:
N/A

Service Level Agreements

Category	Enterprise Customer	Standalone (Non-Enterprise) Customer
Request for Service Response Time	Within 1 - 3 business days	N/A
Resolution Time	Account setup within 5 business days	N/A
Support Hours	7AM – 5PM Monday - Friday (excluding holidays)	N/A

Notes:
Uptime defined by vendor, Retarus: https://www.retarus.com/us/fax