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Software is available to the agencies at a discounted rate through the State’s MLA.

Software Support
Software support is offered with some of the MLA contracts.

Order Product/Service

Call To Order: (801) 538-3440

Master License Agreement Overview

A master license agreement (MLA) is an agreement between the State of Utah (i.e., the Division of Technology Services [DTS]) and a software vendor to purchase server and PC desktop software at large discounts. State of Utah executive branch agencies can use this type of agreement to purchase software at a discounted rate. The DTS Purchasing Team submits requests for this software via the DTS purchasing system.

Services Provided 


The following software is available to State of Utah executive branch agencies at a discounted rate through a state MLA:

  • Microsoft/Adobe
  • Microsoft System Center Configuration Manager (SCCM): The software that is used for hardware and software management, patch management, and policy management
  • Active Directory: A directory service developed by Microsoft for Windows domain networks and that allows management and storage of information, provides authentication and authorization mechanisms, and establishes a framework to deploy other related services. 

Software Support

Vendor software support is offered with some MLAs.

Features Not Included

Miscellaneous Software Tracking

The tracking of, and maintenance of records on, the following items are not included in MLAs: miscellaneous software purchases, key/installation information, usage, and annual renewals. Customers may request installation assistance and troubleshooting from DTS Desktop Support through an incident request, but these services are not automatically included in MLAs. DTS may be able to assist a customer with pulling reports from ServiceNow on purchase history and working with vendors to have installation/key information re-sent.

MLA Software Purchase Tracking by Division/ELCID

Detailed tracking, such as by division or ELCID, of software license purchases is not included in MLAs.

MLA Software Troubleshooting

MLA software troubleshooting is not included in MLAs. As stated in the Agency Responsibilities section, agencies are responsible for requesting installation assistance and troubleshooting of MLA software by submitting a ticket (i.e., a ServiceNow Incident Request) to DTS Desktop Support.

Hours of Support

Microsoft desktop products/Office 365, Adobe Creative Cloud, and Adobe Sign will be supported from 8:00 a.m. to 5:00 p.m., Monday through Friday. 

DTS Responsibilities

DTS has the following responsibilities related to MLAs: 

  • The DTS MLA administrator will track high-level agency software license purchases by agency and by product.
  • When an audit of licenses is performed, the DTS MLA administrator, with the assistance of the agencies and DTS desktop support, will verify licenses the state is using and owns.

Agency Responsibilities

Agencies are responsible for the following items: 

  • Submitting an end user’s name and machine serial number when the agency:
    • purchases a license, or 
    • requests the installation of software purchased as stock
  • Purchasing all software through DTS and reaching out to the agency’s campus desktop support for troubleshooting software1
  • Remaining compliant with its software licensing (see Utah Administrative Code R895-3-5)
  • Having a software controller to track all agency software (see Utah Administrative Code R895-3-5)2
  • Maintaining records for non-MLA software: 
    • miscellaneous software purchases, 
    • key/installation information, 
    • usage, and 
    • annual renewals 
  • Completing detailed tracking of agency licenses, such as by division or ELCID as needed
  • Requesting installation assistance and troubleshooting of MLA software by submitting a ticket (i.e., a ServiceNow Incident Request) to DTS Desktop Support
  • Managing employee access to Adobe Acrobat

Rates and Billing

  • Billing: Based on the software, the billing is completed monthly, at the end of a specified term (such as 3 years), or on a calendar quarter. Perpetual licenses are billed as a one- time cost after installation.
  • Rates: MLA rates are based on DTS Rate Committee approval, which is the MLA-contracted price plus six percent. Some items may be billed at cost at the discretion of the DTS chief financial officer (CFO).

Ordering and Provisioning

All software for executive branch agencies must be purchased through ServiceNow unless an agency is granted an exception. The basic Microsoft and Adobe products are available through the Software Catalog. Anything not listed in the catalog must be requested through the “Purchase Other Item” option, and the order must include attached quotes from vendors. 

Basic Microsoft and Adobe software is to be purchased for stock or a named user. If an immediate installation is needed, the named user option must be used to avoid any rejection and/or delays processing the request. Instructions on this and how to fill out the form for software purchased under the software catalog can be found here

It is the goal that all newly purchased MLA software for named users be installed within five business days once an order has been placed by DTS Procurement.


To request Microsoft or Adobe through an MLA, an agency or customer should complete a DTS purchasing request for new MLA software. DTS Procurement will then place the order with the vendor and notify the requester, the end user, and the DTS software coordinators that the order has been placed. Once an order goes through, software purchased for a named user will be automatically deployed (using SCCM) to the machines listed in the request. If the machine listed in the request is not connected to the network or does not have SCCM, or if the automatic installation fails, an incident will be autogenerated and assigned to the campus’s desktop support so they can correct the issue and manually install the software, if needed. All other software will also be manually installed by campus desktop support. Once purchased software is installed, the software will be billed to the appropriate agency.

Software can also be purchased for stock instead of a named user. Software requested for stock will be added to the agency’s available licenses for use at a later date. Agencies must submit an incident ticket to DTS Software to request the installation of the software purchased for stock and must include the request number (REQ #) for the purchase, the user’s name, and the user’s machine serial number for the installations.

Adobe Acrobat and Sign are available to agencies on an unlimited basis starting FY21. The cost for this is based on the legislative approved rate and will be billed in conjunction with the approved Desktop Services rate. Agencies wishing to utilize Adobe Sign or give access to additional users can find instructions here. Acrobat access is based on the agency granting said access by providing the installation/login instructions at their discretion (agencies are to work with their IT directors and develop their internal processes for managing access).

SCCM/Active Directory

Both SCCM and Active Directory are billed back on a quarterly basis.

Contact Information

For more information about DTS MLAs, contact Laura Larsen at (801) 538-3507 or


1 Agencies may, however, purchase small miscellaneous software without going through the DTS processes by submitting the DTS Contract Exception Form in ServiceNow and following the instructions provided.

2 It is recommended that this person track the software on a more detailed level (e.g., division, computer, etc.) as needed for reconciliation within the agency.