Google Enterprise

Google Enterprise (i.e., Google Workspace Enterprise Plus (WEP)) is the premium office suite for Google services. In addition to everything available in Google Workspace Basic1 and Google Workspace Business, it also includes the features listed in the subsequent Product Features and Descriptions section.

The hours of support required for Workspace Enterprise Plus (WEP) are listed below.

Hours of Support
Application	Support Hours	Days of Week
Workspace Enterprise Plus (WEP)	8:00 AM–5:00 PM	Monday through Friday

Product Features and Descriptions

Unlimited Storage

Accounts licensed for Workspace Enterprise Plus (WEP) can store unlimited Gmail messages, Google Photos, and files in Drive.

Google Cloud Search

Workspace Enterprise Plus (WEP) users can search for company content across Gmail, Docs, Calendar, and other G Suite services. Users can also receive useful information and suggestions from assist cards.

Google Vault

In support of an agency’s archiving, eDiscovery, and compliance requirements and needs, Google Vault facilitates the following features related to account data:

• Archiving of email messages, chat history, and files created in or uploaded to Google Drive.
• Legal holds to preserve data indefinitely to meet legal or other retention requirements.
• Searches, including Boolean and wildcard searches, of retained data by user account, organizational unit (OU), dates, or keywords.
• Export of data retained in Google Vault in MBOX format. Vault exports up to 10 GB of data per MBOX file. Large exports will result in the creation of numerous MBOX files.
• Audit reports from the logs of all transactions performed by users (i.e. searches, exports, views, etc.)
• Web interface. Google Vault is completely web-based. Users do not need to install software to access the product.

Advanced Reporting

Advanced reporting provides audit reporting and custom alerts for Google Workspace services.

Security Keys

A security key is a small physical device used for two-factor authentication. It plugs into your computer’s USB port or connects to your mobile device using Bluetooth.

Extra Policy Controls

Extra policy controls allow for the use of organizational units and Google permission groups to restrict tasks and domain features, audit mobile devices, and audit Google Drive

Gmail Data Loss Prevention (DLP)

Gmail DLP provides the ability to set predefined content detectors for inbound or outbound email and Google Drive. These detectors can be used to enhance content compliance when using Gmail and Drive.

Features Not Included

Vetting of third-party applications for agency use

The download, installation, and authorization of third-party applications to access individual Google Workspace accounts requires agency approval. DTS can facilitate whitelisting of applications that have been approved by individual agencies.

Compliance rule definitions for agency specific use

DTS will collaborate with agencies to determine the configuration of compliance rules to be applied to agency OUs.

Email encryption (Virtru)

Email encryption is included in the DTS Virtru product. See the product description for more information.

Rates and Billing
Feature	Description	Base Rate
Workspace Enterprise Plus (WEP)	Google Workspace provides a custom email for business and includes collaboration tools like Gmail, Calendar, Meet, Chat, Drive, Docs, Sheets, Slides, Vault/Archive, Forms and Sites.	$9.46 Account/Month (Google Enterprise rate)

Ordering and Provisioning

To order a Workspace Enterprise Plus (WEP) license for an individual account:

• Submit request through DTS Help Desk. Request should include account name (email address) to assign license to and ELCID for billing purposes.

To order Workspace Enterprise Plus (WEP) for multiple accounts:

• For random accounts, submit request through DTS Help Desk. Request should include list of account names (email addresses) to assign licenses to and ELCID for billing purposes.
• For an entire division or program, submit request through DTS Help Desk. Request should include UNIT # for all users and an ELCID for billing purposes.
• For an entire agency, submit request through DTS Help Desk. Request should include Agency # and ELCID for billing purposes.

DTS Responsibilities

• Provide support during published hours for questions and/or problems through the DTS Help Desk.
• Maintain applicable vendor contracts for the product and services provided.
• Notify customers of any changes to the product.
• Provide the customer agency notification of scheduled downtime prior to upgrades or maintenance whenever possible.
• Provide the customer with quarterly license counts for billing purposes.
• Assist agency business managers in defining access roles and responsibilities for product.
• Configure access roles and responsibilities based on documented agency requirements.
• Configure retention policies based on documented agency requirements.

Agency Responsibilities

• Verify Workspace Enterprise Plus (WEP) license billing statement for accuracy.
• Pay for all Workspace Enterprise Plus (WEP) license subscriptions.
• Report any billing issues or discrepancies to DTSBilling@utah.gov.
• Request legal holds or exports by completing Form 505 Security Investigation Request and submitting form to DTS-investigations@utah.gov.
• Provide documentation of agency retention policies that are approved by State Archives.
• Provide documentation for assignment of accounts into Executive Correspondence tier.
• Provide documentation of agency personnel authorized to access Google Vault and the scope of that access. To grant access for non-agency personnel, complete Form 506 Delegate Access and submit to DTS-investigations@utah.gov.
• Within 60 days of an employee’s termination, determine the appropriate course of action regarding the employee’s Google account data (i.e., data in Gmail, Google Calendar, Google Drive, etc.) and inform DTS of needed action.
• Submit requests for technical assistance or support through the DTS Help Desk.
• Provide documentation for assignment of accounts into agency OUs.
• Provide documentation identifying and authorizing Google services and features.

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. 

Google shall use all reasonable commercial efforts to ensure that the Web interfaces to the following applications, within the Google Workspace covered services, are operating and available to customers. The Google Workspace Dashboard provides performance information and is located at https://www.google.com/appsstatus#hl=en&v=status.

Metric Description	Target Percentage of Application Availability*
Gmail	99.9%
Google Calendar	99.9%
Google Chat	99.9%
Google Drive	99.9%
Google Docs	99.9%
Google Sheets	99.9%
Google Slides	99.9%
Google Sites	99.9%
Google Groups	99.9%
Google Admin Console	99.9%
Google Meet	99.9%
Google Vault	99.9%
Google+	99.9%
Google Forms	99.9%
Google Cloud Search	99.9%
Google Keep	99.9%

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. Incidents that cannot be resolved by DTS will be escalated to Google Technical Support Services for resolution.  These metrics will be reported each month, by agency, with 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

 

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Notes

Google Workspace Enterprise Plus (WEP): https://support.google.com/a/answer/7284269?hl=en

Enterprise Plus feature matrix: https://support.google.com/a/answer/10077880#calendar 

¹ G Suite Basic is a suite of collaborative productivity apps that offers professional email, shared calendars, online document editing and storage, video meetings, and more. G Suite Basic includes special editions for nonprofits and government agencies.

G Suite for Government is an edition of G Suite designed to meet the needs of government customers in the United States at the federal, state, and local level.

G Suite for Government is certified and accredited under the Federal Risk and Authorization Management Program (FedRAMP), which sets security standards for cloud computing services in use by the United States federal government. G Suite for Government has received an authorization to operate at the FedRAMP FIPS 199 Moderate impact level, which is the appropriate level of accreditation for systems that handle Controlled Unclassified Information (CUI).