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




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

Support Contact
DoIT Service Desk

Currently offered

Eligible Customers

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


Service Prerequisites


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

DoIT Provided Services
  • DoIT provided e-mail
  • Shared Mailbox License
  • List of customer names who require eFax accounts.


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.


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

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

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