CA.mail Service Delivery

Service Level Management

System Availability

Normal business hours for CA.mail are from 6:00am to 6:00pm, Monday through Friday excluding holidays. The target availability during normal business hours is 99.5 percent.

Off-hours for CA.mail are from 6:00pm to 6:00am, Monday through Friday, and 24 hours on Saturday, Sunday and Holidays. The target availability during off-hours is 95.0 percent.

Underpinning Contracts

• The DTS outsources a portion of the hardware maintenance for CA.mail.
  
  • Trend Micro Gold Premium Support Maintenance.

• The DTS outsources a portion of the software maintenance for CA.mail.
  
  • Control Manager Enterprise Maintenance.
  • Exchange Software - Software Assurance.
  • IMSS Maintenance.
  • Legato Maintenance.
  • MessageStat Maintenance.
  • Microsoft Premier Support.
  • Networker for Cluster Maintenance.
  • Networker for Exchange Maintenance.
  • Silo Maintenance.
  • SQL Enterprise Database Software Maintenance.
  • (spam prevention) software maintenance..
  • (virus protection) software maintenance.

Reporting

• The DTS reports monthly on the availability for normal business hours and off-hours.
• The DTS also reports monthly on:
  
  • the number of mobile devices supported during the month.
  • the number of viruses detected during the month.
  • the number of spam emails intercepted during the month.
  • the amount of storage used during the month.
  • system occurrences that happened during the month.
  • system outages that happened during the month.

  CA.mail Monthly Reports

  • CA.mail 09/2008 Report
  • CA.mail 08/2008 Report
  • CA.mail 07/2008 Report
  • CA.mail 06/2008 Report
  • CA.mail 05/2008 Report
  • CA.mail 04/2008 Report
  • CA.mail 03/2008 Report
  • CA.mail 02/2008 Report
  • CA.mail 01/2008 Report
  • CA.mail 12/2007 Report
  • CA.mail 11/2007 Report
  • CA.mail 10/2007 Report
  • CA.mail 09/2007 Report
  • CA.mail 08/2007 Report
  • CA.mail 07/2007 Report
  • CA.mail 06/2007 Report
  • CA.mail 05/2007 Report
  • CA.mail 04/2007 Report
  • CA.mail 03/2007 Report
  • CA.mail 02/2007 Report

Capacity Management

This section is reserved for a future version (see the DTS Service Catalog Vision).

Contingency Planning

This section is reserved for a future version (see the DTS Service Catalog Vision).

Availability Management

This section is reserved for a future version (see the DTS Service Catalog Vision).

Financial Management

This section is reserved for a future version (see the DTS Service Catalog Vision).