IT Service Catalogue

Enterprise Mobility

Parameter Description
Service Name Enterprise Mobility (Activesync, BlackBerry, Afaria MDM)
Service Type Business
Service Category Communications Service
Location Enterprise RIL
Business Unit Enterprise RIL
Service Status Production
Service Priority / Criticality  
Primary Supplier  IT
Standard Business Service Description Standard features of this service are:
  • Sends and receives email messages on Blackberry and Non-Blackberry Smartphones.
  • Provides calendar feature with scheduling capability.
  • Provides seamless synching of Contacts / Memos / Tasks.
  • Provides assistance in Blackberry and Non-Blackberry Smartphones activations
  • Provides an easily accessible Global address list of email addresses via inbuilt lookup feature.
  • Provisioning and deprovisioning of services in case of Smartphone is changed / stolen / lost.
  • Afaria Mobile Device Management for mobile security
Optional Business Service Description Optional Feature Such as:
  • Provides assistance in Backup and Restores of handheld data.
  • Provide user end handheld operation training
  • Provide assistance for service provider related trouble shooting.
Availability Hours 24*7
Support Hours 12 x 6 service window (9:00AM to 9:00PM Mon to Sat)
Support Information Help with resolving problems and issues with this service can be obtained via:
Critical Period NA
Peak Period After Office Hours
SLTs Targets for this service are:
  • Provide availability of 99.9% not including scheduled change outages
  • Measure availability based on Mail Server uptime
  • Process requests to add, delete, or change the name of an email account within 3 – 5 days
  • Restore service within 2 hours for a Severity 1 outage, within 24 hours for Severity 2 outage, and within 48 hours for a Severity 3 outage.
Maintenance Windows During Business Hours
Data Backup Policy Daily SQL Database Backup
Data Retention Policy Monthly
Change Protocol Through CAB
Outage Protocol NA
Sign Up Information Following form are available to users for the purpose:-
Requisition Form for Email on SmartPhones.

Request by email form. However approval from Business head is mandatory for provisioning this service.
Signed SLA Document Link  
Service Price NA