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Special Billing Agreement (SBA)

An SBA will be drafted by DTS for the customer agency. The SBA will include all costs associated with the agency’s preferences and business objectives. The SBA will include one-time charges (OTC) for licenses; annual recurring fees for license maintenance; and labor fees for initial implementation, application changes, and updates.

Order Product/Service

Enterprise E-Fax Service

The Department of Technology Services (DTS) Enterprise E-fax Service offers electronic faxing features that deliver outbound faxes to their destinations and inbound faxes to email-enabled multifunction devices (MFD), network folders, email accounts, and fax accounts powered by a web browser. With the convenience of a web browser, a user can access their faxes and use the features and functions of the Enterprise E-fax solution.

Enterprise e-fax accounts can delegate access to other enterprise e-fax accounts configured in the same logical site to ensure that faxes are attended to in a timely manner.

As telephones are migrated to DTS’s Cisco VoIP platform, telephone numbers are also moved to DTS’s centralized SIP PSTN access trunk. Telephone number block(s) may include fax numbers that are moved to the SIP PSTN access trunk. DTS’s Enterprise E-fax Service accepts SIP fax numbers, which makes migrations more seamless.

Hours of Support

Application

Support Hours

Days of Week

Enterprise E-fax Service

8:00 a.m. to 5:00 p.m. 

Monday through Friday

Product Features and Descriptions

Inbound Faxing

Inbound faxing is the ability to receive faxes.

Outbound Faxing

Enterprise fax accounts via a web browser interface have the ability to send faxes. Users will have the ability to send documents from their PC as faxes.

Enterprise Fax Accounts

Enterprise fax accounts provide the ability to receive faxes and forward faxes to email addresses and telephone numbers via a web browser.

Multifunction Device

Inbound faxes can be received by email-enabled multifunction devices (MFD) like MFD copiers, scanners, and printers.

Email

Inbound faxes can be automatically relayed to email addresses.

Network Folder

Inbound faxes can be automatically relayed to network folders.

Delegation

Enterprise fax account users can allow other enterprise fax account users in the same logical site to access their account. This feature allows for continuity when users are not available to monitor fax accounts in a timely manner.

Features Not Included

Application Program Interface (API) or Third-Party Integration

API or other third-party integration is not included in the Enterprise E-fax Service. Please engage other DTS channels for estimates and statements of work.

Ordering and Provisioning

Contact the DTS Customer Support Center at 801-538-3440 or 800-678-3440 or request that a DTS voice solution engineer (VSE) contact you with information on ordering/planning.

DTS Responsibilities

DTS will be responsible for all costs to the vendor associated with the purchase, installation, and maintenance of the necessary equipment and software to provide e-fax services.

DTS will also be responsible for the following:

  • Coordinating vendor/customer forums
  • Maintaining the Enterprise E-fax Platform
  • Drafting an SBA defining the services and costs for customer agencies

Agency Responsibilities

The agency will:

  • Consult the agency-assigned DTS VSE as necessary for enterprise e-fax requests and modifications
  • Provide an estimate of fax statistics to determine required simultaneous fax session capacity
  • Submit enterprise e-fax changes and modification requests via the DTS General Telecom Order Form: https://dts.utah.gov/product/phones-lines-and-accessories
  • Notify the DTS Customer Support Center of any problems by calling 801-538-3440 or 800-678-3440
  • Review billing of services monthly to ensure accuracy and discuss any discrepancies with DTS Accounting within the fiscal year in order for adjustments to be approved and processed
  • Review and sign an SBA for e-fax service

DTS Service Levels and Metrics

In an effort to improve service to our customer agencies, DTS will measure and report on the following enterprise metric goals:

  • Application Availability
  • Resolution Time
  • Initial Response
  • First Contact Resolution 
  • Customer Satisfaction Surveys and Reporting

Application Availability

Application availability measures DTS’s efforts to ensure that agency key business applications meet the percentage of availability goals identified in each agency’s service level agreement. DTS will determine application availability based upon the collective measurement of the configuration items (both hardware and software) that are required in order to support the agency business services applications. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php

Metric Description

Target Percentage of Application Availability*

Enterprise E-fax Service

95%

Table Note: *Times exclude those tickets in a “Pending” status waiting for a known bug fix.

Resolution Time

Resolution time measures DTS’s efforts to resolve customer incidents within the timelines set below based on urgent, high, medium, and low priorities. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php

Total Time to Resolution 

Target Percentage of Tickets Meeting
Priority Timelines

Low priority: 6 business hours

90%

Medium priority: 4 business hours

90%

High priority: 3 clock hours

90%

Critical priority: 3 clock hours

90%

Initial Response

Initial response measures DTS’s efforts to respond to customer incidents within the timelines set below based on urgent, high, medium, and low priorities. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php

Time to Initial Response

Target Percentage of Tickets Meeting
Priority Timelines

Low priority: 1 business hour

85%

Medium priority: 1 business hour

85%

High priority: 1 clock hour

90%

Critical priority: 30 clock minutes

95%

First Contact Resolution

First contact resolution measures DTS’s efforts to resolve customer incidents on a customer’s initial contact with either our help desk or a technical specialist. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php

Metric Description

Target Percentage of Reported Incidents Resolved on Initial Contact

First Contact Resolution

65% 

Customer Satisfaction Surveys and Reporting 

All users/customers whose technical incidents are resolved by DTS staff will be given the opportunity to respond to an online survey regarding their level of satisfaction with the support received from DTS. Responding to the survey is voluntary. 

The chart below identifies DTS enterprise goals for customer satisfaction. Cumulative monthly reports will be created displaying the level of customer satisfaction with DTS support. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php

Metric Description

Target Levels of
Customer Satisfaction

Average level of satisfaction with resolution efforts

≥ 4.5 on a scale of 0–5

Percentage of respondents expressing satisfaction (vs. dissatisfaction)

93% of respondents satisfied