Mail & Collaboration

Mail & Collaboration - Definition

Mail & Collaboration - Major Volumes

• Number of mailboxes
• Number of databases/public folders

Mail & Collaboration - Minor Volumes

• Average mailbox size, in Mbytes
• Number of chat accounts

Mail & Collaboration - Costs

• Mail cost per mailbox per month

Mail & Collaboration - Cost Distribution

• Mail hardware cost, percent
• Mail software cost, percent
• Mail personnel cost, percent
• Mail outsourced cost, percent
• Mail other cost, percent

Mail & Collaboration - Hardware Costs

• Mail hardware cost per mailbox per month

Mail & Collaboration - Software Costs

• Mail software cost per mailbox per month

Mail & Collaboration - Personnel Costs

• Mail personnel cost per mailbox per month

Mail & Collaboration - Staffing & Productivity

• Mailboxes per FTE
• FTEs per thousand mailboxes

Mail & Collaboration - Outsourced Costs

• Mail outsourced cost per mailbox per month (this is in effect an average price per mailbox across all mailboxes)

Mail & Collaboration - Outsourced Prices

• Mail price per mailbox per month

Mail & Collaboration - Other Costs

• Mail other cost per mailbox per month

Mail & Collaboration - Service Level Agreements

Mail & Collaboration - Availability SLAs

• Mail Agreed Service Window (hours*days)
• Mail Availability Percentage

Mail & Collaboration - Responsiveness SLAs

• Average internal mail delivery time
• Mail problem resolution time - target
• Mail problem resolution time - actual

Mail & Collaboration - Process Quality

• Mail spam false positives per thousand mails filtered

Mail & Collaboration - Other Metrics

None