Google Drive Storage
Service Description
State users of Google Apps Unlimited have an unlimited amount of data storage.

Customer Benefits
Reduced need for physical storage - Unlimited drive storage keeps up with growing data needs without having to add costly hardware.

Customer Responsibilities
To request help with this service, please contact the Technology Support Center at 307-777-5000 or using the the web Help Ticket System (HTS).

ETS Responsibilities
ETS will manage incident resolution services through the Technology Support Center utilizing HTS to route the incident to the appropriate technical staff to ensure response, tracking and resolution. ETS provides enterprise management of all accounts residing inside the wyo.gov domain. ETS will facilitate incident escalation and resolution of services with the vendor. Service Level Agreement (SLA) acknowledgement is as follows: P1 is 30 minutes, P2 is 4 hours, P3 is 1-2 days and P4 is a general question ticket.

Service Level Objectives
The following criteria are the quality of service benchmarks established as the expected performance goals of this service.

Category  Evaluation Criteria   Target
Availability  Google Apps Dashboard  
Incident Responsiveness Response within 2 hours for routine requests  95%
Incident ResolutionResolution within 4 hours of reported issues 75%

Service Rates

 Service      Cost  Unit
 Basic Service - Included with Google Apps Unlimited   Actual Cost +5%  Unlimited