Enterprise Shared Tenant TOS

TERMS OF SERVICE FOR
ENTERPRISE SHARED TENANT
(Updated: 01/21/2021)

This Service is subject to and governed by the Customer's separately signed Master Services Agreement (MSA) or Customer Service Agreement (CSA) as applicable with Consolidated Technology Services (CTS), calling itself Washington Technology Solutions or "WaTech" for short. The reference to WaTech means the same as Consolidated Technology Services. This Agreement is entered between you and CTS for the provision of the Washington Enterprise Shared Tenant. For the purposes of this agreement "You", "Your" and "Customer" are used interchangeably and mean the entity to which WaTech is providing service.

A. Service Description

A tenant is a cloud computing architecture that allows multiple customers to share computing resources in the cloud. The Enterprise Shared Tenant is the Microsoft O365 software as a service (SaaS) managed by WaTech on behalf of state agencies.

A directory is the Azure Active Directory service. Each directory has one or more domains. A directory can have many subscriptions associated with it, but only one tenant.

A domain or accepted domain is a Domain Name Server (DNS) zone for which a tenant has proven ownership (by creating an arbitrarily named DNS record as requested by Microsoft). It represents the possible domain suffixes (or namespace) which directory objects can use.

1. Enterprise Shared Tenant Release 1 (September 30, 2019)

The Enterprise Shared Tenant (StateOfWA.onmicrosoft.com) offers:

  • Email - Office 365 Exchange Online.
    • Includes Encryption in transit.
    • Includes Encryption at rest.
  • Email Archive - Office 365 Exchange Online Archive.
  • Exchange Online Protection.
    • Message Hygiene.
    • Virus checking.
    • Spam filtering.
  • Message Encryption.
  • Skype/Teams.
  • Remote access to email.
  • Office Suite applications (Word, Excel, PowerPoint, OneNote).
  • SharePoint.
  • OneDrive.
  • Power BI Pro.
  • Dynamics 365.

Included features and functions -

  • Email - Exchange Online provides customers with access to email, calendars, contacts and tasks for many endpoint devices. Users connect to Exchange Online via the Microsoft Outlook desktop client or Outlook with a web browser.
  • Exchange Online archive - Exchange Online Archiving offers users advanced archiving capabilities with the archive mailbox feature. An archive mailbox is a specialized mailbox that appears alongside the users' primary mailbox folders in Outlook or Outlook Web App.
  • Exchange Online Protection (EOP) - Provides advanced security and reliability for protecting information. EOP eliminates threats before they reach the corporate firewall with multi-layered, real-time, anti-spam and multi-engine, anti-malware protection. It protects WaTech's IP reputation by using separate outbound delivery pools for email.
  • Exchange Message Encryption - An online service built on Microsoft Azure Rights Management (Azure RMS) which is part of Azure Information Protection (AIP). This includes encryption, identity and authorization policies to help secure your email. You can encrypt messages by using rights management templates, the Do Not Forward option, and the encrypt-only option. Provides encryption of email messages between people in the Tenant and outside the Tenant.
  • Mobile Email Access - Access email anywhere, anytime via a mobile device.
  • Skype/Teams - Connects people on their PC or mobile devices as part of their everyday productivity experience. Skype/Teams provides presence, instant messaging, voice, and video. The Microsoft phone system in Teams is an available option at this time. For detailed information about this product, please visit the product page on the WaTech website.
  • SharePoint - Create sites to share documents and information with colleagues, partners and customers.
  • OneDrive - File hosting and synchronization for personal use.
  • Power BI Pro - Enable business analytics from hundreds of data sources and visualize data with live dashboards and reports.
  • Dynamics 365 - Enterprise resource planning (ERP) and customer relationship management (CRM) tools.

2. Prerequisites for you to receive the Washington Enterprise Shared Tenant service from
WaTech:

  • Membership in Enterprise Active Directory (EAD).
  • Register Customer's name & secondary names in the Enterprise Tenant.
  • Register Customer's name in the Exchange hybrid connector.
  • Synchronize user IDs in the Enterprise Shared Tenant.
  • Purchase appropriate Microsoft Office 365 licenses, based on Customer's business requirements.
  • Register licenses in the Enterprise Shared Tenant.
  • Recommend purchasing Microsoft Premier Support.
  • Accept this WaTech Terms of Service (TOS).).

3. Recommended services in support of Office 365:

  • Microsoft Identity Manager (MIM) - Helps agencies manage users, credentials, policies and access within your organization. With MIM, an organization can simplify identity lifecycle management with automated workflows, business rules and easy integration with heterogeneous platforms across the datacenter. MIM enables the organization to have the right users and access rights for Active Directory for on-premises apps, and Azure AD Connect can then make available in Azure AD for Office 365 and cloud-hosted apps.

    Common MIM Scenarios include:
    • Automatic identity and group provisioning based on business policy and workflow-driven provisioning.
    • Integration of the contents of directories with HR systems and other sources of authority.
    • Synchronizing identities between directories, databases and on-premises applications through common APIs and protocols, Microsoft-delivered connectors and partner-delivered connectors.

  • MIM requires the correct Enterprise Mobility Security (EMS) E3 or E5 license from Microsoft.

  • Microsoft Teams - a unified communications platform that combines persistent workplace chat, video meetings, file storage and application integration. The service integrates with the company's Office 365 subscription office productivity suite and features extensions that can integrate with non-Microsoft products.

  • Intune Mobile Device Management (MDM) - Microsoft Intune is a cloud-based service in the enterprise mobility management (EMM) space that helps enable your workforce to be productive while keeping your corporate data protected. Similar to other Azure services, Microsoft Intune is available in the Azure portal. With Intune, you can:
    • Manage the mobile devices and PCs your workforce uses to access company data.
    • Manage the mobile apps your workforce uses.
    • Protect your company information by helping to control the way your workforce accesses and shares it.
    • Ensure devices and apps are compliant with company security requirements.

  • Modern Public Folders - Public Folders in the on-premises Exchange 2010 environment will be migrated to Office 365 Modern Public Folders.

B. Availability/Accessibility

WaTech will use best efforts to sustain the Tenant service available 24-hours, 7-days-a-week, 365-days-a-year (24x7x365) with a Service Level Objective (SLO) of 99.90% annually, excluding scheduled and emergency maintenance.

  1. WaTech will coordinate emergency maintenance with customers on a best effort basis. WaTech will contact customers as soon as practicable once a need for emergency maintenance is recognized.

  2. WaTech shall not be liable for any damages resulting from any service interruptions, downtimes, or any other factor beyond WaTech's control.

Additionally, the Office 365 service leverages several underlining WaTech services such as Managed Firewall, Network Core, Transport and Connectivity and as such is subject to the specific terms and conditions of these services as provided in the links below:

In addition to the above-mentioned underlining WaTech services, Office 365 relies on the internet as the transport mechanism out of WaTech's network and to Office 365. As such, WaTech cannot provide service level guarantees as service performance depends on other factors such as customer equipment, how the internet is performing and Microsoft's efforts to maintain the performance and integrity of its service. You may occasionally experience delays in utilizing Office 365.

  1. Change management

    All changes to WaTech network environments are managed to promote or provide stability and minimize the impact of the changes to its customers. All changes to the WaTech network environments are implemented in accordance with WaTech Information Technology Service Management Operations Manual Standards and Procedures.

  2. Incident management

    WaTech follows the Information Technology Service Library (ITIL) best practices including but not limited to Incident Management. The WaTech Support Center has multiple telephone lines to respond to customer calls. If all lines are busy, the incoming calls are sequenced and answered in order. If technicians are away from the phone, the caller may choose to leave a voicemail message. A technician will automatically be paged and will return the call. The Customer will receive a trouble ticket log number when an incident is reported. The WaTech Support Center phone numbers are 360-586-1000 or toll-free 855-WaTech1 (855-928-3241).

  3. Security management

    WaTech provides a security system infrastructure that reasonably protects WaTech and its Customers from unauthorized external access to or broadcast on the internet of Customer's intellectual property, proprietary and confidential data. WaTech shall ensure the security infrastructure is configured and maintained in compliance with OCIO IT Security Policy and Standards as well as the WaTech Information Technology Service Management Operations Manual Standards and Procedures.

  4. Reporting network outages and incidents

    In the event of an outage, WaTech will notify Customer via an alert email message as well as WaTech's System Status page at support.watech.wa.gov. The Customer may report any known outages to the WaTech Support Center. Note: WaTech is not responsible or able to monitor outages within the Customer's environment.

C. Charges

The Tenant service rate is found on the WaTech website: watech.wa.gov/solutions/it-services/Enterprise-Shared-Tenant.

D. Responsibilities

  • WaTech responsibilities
    1. WaTech shall furnish the necessary personnel, equipment, material and/or services to maintain the performance of work.
    2. Management and configuration access to WaTech infrastructure is only granted to authorized WaTech personnel.
    3. WaTech will be the "Customer of Record" for the Enterprise Shared Tenant Contracts and will be responsible for coordination and management of contracted service providers.
    4. WaTech will comply with State of Washington OCIO IT Security Policy and Standards.
    5. WaTech will secure the service against known security risks. Any observed security breaches or suspicious activity will be reported to the Customer.
  • Customer responsibilities
    1. Customers will adhere to security best practices for the applicable industry and comply with the most-current version of the Office of the Chief Information Officer (OCIO) Standard 141.10, Securing Information Technology Assets.
    2. Customer agrees to complete and have an approved Network and Security Design Review(s) on file with the Washington State Office of Cybersecurity (OCS) before Customer applications and other applicable resources to include third-party hardware, software and services are integrated with (and connected to) the Tenant service.
    3. Customer agrees to comply with WaTech policies, standards and best practices for developing and integrating applications and other applicable resources including third-party hardware, software and services with the Tenant service at all times.
    4. Customer agrees that customer shall utilize the Enterprise Shared Tenant service to engage only its authorized servers, cloud services and networks. Any attempt to utilize the Enterprise Shared Tenant service to access unauthorized servers, cloud services and networks is strictly prohibited and may result in the termination of service(s).
    5. Customer agrees that applications and other applicable resources to include third-party hardware, software and services will be configured and maintained in a manner that is compliant with regulatory and industry standards, guidelines and best practices before, during and after integration with the Tenant service.
    6. Customer agrees to review any changes to applications and other applicable resources to include third-party hardware, software and services that are integrated with and could affect the Tenant service prior to making such changes. If recommended, customer agrees to complete and have approved Network and Security Design Review(s) on file with the Washington State Office of Cybersecurity (OCS) prior to making such changes.
    7. Customer will be liable for charges, infractions or legal actions resulting in customer's failure to adhere to the Terms of Service with their respective cloud service provider(s).
    8. Customer will provide technical resources for troubleshooting assistance as needed to expedite service recovery.
    9. Customer will provide contact information for use by the WaTech Support Team.
    10. Customers will review their contact information at least annually and make appropriate updates.
    11. Customer will designate at least one primary and one alternate technical resource (the "Customer Technical Contact") authorized to execute the following responsibilities:
    • Customer Technical Contact(s) will have the training and expertise required to support the customer's solution.
    • Customer Technical Contact(s) will submit requests to set up, change or remove a solution for their agency by submitting a request to the WaTech Support Team.
    • Customer Technical Contact(s) will be the "central Point of Contact" for questions and concerns relating to the customer's solution.
    • Customer Technical Contact(s) will report service problems, disruptions and concerns to the WaTech Support Center.
    • Customer Technical Contact(s) will work in collaboration with WaTech to setup, install, configure and maintain the Customer's solution.
    1. Customer will configure and maintain appropriate local policy settings and security controls for the level of data transmitted, stored and accessed in accordance with the Customer's defined internet use policy, as well as regulatory and industry standards, guidelines and best practices.
    2. Customers are responsible for working with their cloud service provider to determine appropriate firewall rulesets.
    3. Customer will configure and maintain Customer resources to protect against commonly known attack vectors in accordance with regulatory and industry standards, guidelines and best practices.
    4. Customers are responsible to identify and communicate requirements for compliance with specific security control frameworks associated with Category 4 data types (such as but not limited to HIPAA, PCI, IRS Publication 1075, CJIS). Charges may apply for implementation of additional controls where required.
    5. Customer is accountable and responsible for proper licensing, contracts and records/data management for any third-party vendor provided service(s) that customers acquire that are connected to the Shared Tenant service.

E. Prohibited uses

Customer shall not use the Enterprise Shared Tenant to:

  • Store any content that is obscene, pornographic, libelous, invasive of privacy rights, and advocates violence, bigotry, or bias based on race, color, religion, ancestry, national origin, gender orientation, or physical or mental disability, unless part of an investigation.
  • Store any data to which customer does not have prior authorization to access.
  • Alter, tamper or otherwise modify the service, software and/or equipment used to provide the service.
  • Interfere with or disrupt the service(s), or the servers or networks connected to the service(s), or disobey any requirements, procedures, policies or regulations of the networks' connection to the service, including without limitation, engaging in unauthorized computer or network trespass, obstructing or bypassing computer identification procedures or scanning or probing another computer.
  • Damage, disable, overburden or impair any services or any network connected to the services or interfere with any other party's use and enjoyment of the services.
  • Gain unauthorized access to any services, other accounts, computer systems or networks connected to any services through hacking, password mining or any other means.
  • Provide, or attempt to provide, access or use of the service, servers or system to any entity or third party not previously disclosed by customer and authorized in writing by WaTech.
  • Obtain or attempt to obtain any materials or information through any means not intentionally made available by WaTech through the service.
  • Access or attempt to access the Tenant after termination or expiration of this agreement.
  • Use the service for means other than performing a purpose reasonably related to customer's business.
  • Upload, post, email, otherwise transmit, or post links to any material that contains software viruses, worms, Trojan horses, time bombs, trap doors or any other computer code, files or programs or repetitive requests for information designed to interrupt, destroy or limit the functionality of any customer computer software or hardware, telecommunications equipment, or customer data or to diminish the quality of, interfere with the performance of or impair the functionality of the service.

F. Security

  1. Customer agrees to engage WaTech's Office of Cybersecurity (OCS) to perform a security design review as required by OCIO IT Security Standards 141.10 of the customer or customer provided third-party architecture, including but not limited to any and all changes to the architecture that could compromise the security of the Customer or WaTech's systems.
  2. Customer further agrees to assume full responsibility for the on-going secure and compliant operation of the environment as required by OCIO 141.10. This includes restricting access to state assets by policy, rules, filters and/or other reasonable methods including agreements with contractors or other third parties. The filtering shall be documented showing the real customer address(es), the address(es) of the state server(s), and the services (telnet, FTP, WWW, etc.) allowed. In so doing, customers agree to comply with all applicable Washington State IT Security Policy and Standards and shall ensure that each contractor or third-party vendor complies with all applicable Washington State IT Security Policies and Standards.
  3. Customer shall ensure that remote clients and servers are secured to the highest level appropriate for the sensitivity of the data being transferred, manipulated or accessed.
  4. Customer acknowledges that WaTech is obligated to report any suspected security vulnerabilities to the State of Washington Auditor's Office. Customer acknowledges that the State of Washington Auditor's Office (SAO) may audit without any advance notice.
  5. Customer acknowledges and accepts WaTech's right to suspend service without prior notice upon detection, confirmation or notification of any unauthorized access, malicious traffic caused by infection or abuse deemed harmful to the State Government Network. If unauthorized access, malicious traffic caused by infection or abuse occurs, WaTech and customer will attempt to resolve security issues to the satisfaction of WaTech and customer. If no satisfactory resolution of security issues is identified, WaTech reserves the right to terminate service to customer.
  6. WaTech provides a security system infrastructure that reasonably protects its customers from unauthorized external access to or broadcast on the internet of the customer's intellectual property, proprietary and confidential data. In the event that WaTech becomes aware of a breach of the security of the system involving personal information, as defined by applicable law, maintained but not owned by WaTech, WaTech shall immediately notify the Customer that owns the information. Breach of the security of the system means unauthorized acquisition of computerized data that compromises the security, confidentiality or integrity of personal information maintained by the Customer.

G. Termination

Termination of services under this TOS by WaTech shall be communicated in writing, no less than eighteen (18) months prior to provide the Customer with adequate lead-time to migrate to an alternative service without loss of service to the Customer.

H. Contact information

Contact the WaTech Support Center via e-mail at Support@watech.wa.gov.

WaTech Support Center has multiple telephone lines to respond to member calls.

360-586-1000
855-Watech1 (855-928-3241).