Effective Date: July 1, 2016
Revision Date: July 1, 2019
Version: 1.0.1
Product Owner: TBD
Product Manager: Martin Gonzalez
Phone: 801-538-3494
E-mail: mgonzalez@utah.gov
G Suite Business is the enhanced office suite for Google services. In addition to everything available in G Suite Basic1, it also includes the features listed in the subsequent Product Features and Descriptions section.
The hours of support required for G Suite Business are listed below.
Hours of Support
Application |
Support Hours |
Days of Week |
G Suite Business | 8:00 AM–5:00 PM | Monday through Friday |
Product Features and Descriptions
Feature |
Description |
Unlimited Storage | Accounts licensed for G Suite Business can store unlimited Gmail messages, Google Photos, and files in Drive. |
Google Cloud Search | G Suite Business 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 Vault2 | In support of an agency’s archiving, eDiscovery, and compliance requirements and needs, Google Vault facilitates the following features related to account data:
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Advanced Reporting | Advanced reporting provides audit reporting and custom alerts for G Suite 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 to restrict tasks and domain features, audit mobile devices, and audit Google Drive |
Features Not Included
Feature |
Explanation |
Vetting of third-party applications for agency use | The download, installation, and authorization of third-party applications to access individual G Suite 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. |
Rates and Billing
Feature |
Description |
Base Rate |
G Suite Business | Provides enhanced features for G Suite Basic for Government | $3.59 Account/Month |
Google Vault | Retains email messages, chat history, and files created in or uploaded to Google Drive | $2.59 Account/Month |
Ordering and Provisioning
To order a G Suite Business license for an individual account:
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To order G Suite Business for multiple accounts:
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DTS Responsibilities
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Agency Responsibilities
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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 AvailabilityGoogle shall use all reasonable commercial efforts to ensure that the Web interfaces to the following applications, within the G Suite covered services, are operating and available to customers. The G Suite Dashboard provides performance information and is located at https://www.google.com/appsstatus#hl=en&v=status.
Times exclude those tickets in a “Pending” status waiting a known bug fix. Resolution TimeResolution time measure 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.
Initial ResponseInitial 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, 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.
First Contact ResolutionFirst contact resolution measures DTS’s efforts to resolve customer incidents on initial contact with either our help desk or a technical specialist. 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.
Customer Satisfaction Surveys and ReportingAll 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. Customer Satisfaction Target
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Notes:
1G 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).
2Google Vault is currently only licensed for the Department of Corrections and the Office of the Attorney General. Other agencies requesting Vault are assigned a G Suite for Business license, which includes Vault, as well as unlimited storage.