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Google G Suite Business

Effective Date: July 1, 2016
Revision Date: April 21, 2017
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:
  • Archiving of email messages, chat history, and files created in or uploaded to Google Drive. Custom retention rules can be set to manage how long this data is retained.
  • 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 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:
  • Submit request through DTS Help Desk. Request should include account name (email address) to assign license to and ELCID for billing purposes.
To order G Suite Business 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 G Suite Business license billing statement for accuracy.
  • Pay for all G Suite Business 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.
  • 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

Application Availability

Google 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.

Metric Description

Target
Gmail 99.9%
Google Calendar 99.9%
Google Talk 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 Hangouts 99.9%
Google Vault 99.9%
Google+ 99.9%
Google Forms 99.9%
Google Cloud Search 99.9%
Google Keep 99.9%

Times exclude those tickets in a “Pending” status waiting a known bug fix.

Resolution Time

Resolution 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 http://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, with a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics web page at http://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 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 http://dts.utah.gov/metrics/index.php.

Metric Description

Target
First Contact Resolution

65% of all reported incidents resolved on initial contact

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 http://dts.utah.gov/metrics/index.php.

Customer Satisfaction Target

Metric Description

Target
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

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.