Document Management Services


Document Management Services is a computerized system that electronically captures, stores, and organizes documents and information. The documents and information are stored on network servers, allowing any user with the correct security access to view the files from anywhere on the network. Document Management includes tools to organize, sort, index, and search for documents and information.

Document Management allows agencies to:

  • Retrieve documents electronically with better searching capabilities from any location around the world
  • Be “paperless” and save space with streamlined processes
  • Expose internal documents to other agencies, the public and other outside entities securely


  • License cost and annual maintenance of Document Management licensing
  • Full server support, including service packs
  • Helpdesk support of all Document Management products
  • Additional training of users after the initial training has been completed and covered by the project cost

Service Level Targets & Availability

The standard production published service level agreements can be viewed at the following link: Standard_SLA_CTS_Production Services

A formal SLA has not been developed specific to this service

Service Rates: Please see the MaineIT Rate Table 

If you would like to have documents reside in OIT’s document management system, please fill out the DocuWare Project Request Form at the following location:

Information regarding Billing/Extra charges

  • It is the responsibility of the requesting agency to pay for users unless otherwise noted in the ticket to create users. The agency being billed must be aware of any billing prior to adding the users if the requesting agency isn’t the billing authority.
  • If a test environment is needed, it is the customer's responsibility for all charges associated with that environment (setup, licenses, etc.)
  • Added components that are not part of the enterprise environment will be charged directly to the customer
  • Scanner hardware and maintenance will be quoted and billed to the Agency
  • Any storage will be charged the converged storage published rate per gigabyte per month
  • All project work is billable if the Vendor is involved with the Project
  • All audit related work is billable
  • All costs associated with Indefinite Hold requests will be direct billed

Customer Expectations

  • Work with analyst to provide requirements and commitment to test and accept system
  • Disclosures of any/all security requirements
  • A ticket needs to be received to remove the service for it not to be billed
  • No credits will be processed without a ticket
  • Core Technology needs to maintain a “maintenance window”; this allows for routine maintenance on the backup infrastructure components; Core Technology coordinates and provides this service after business hours
  • If MaineIT has a need for equipment to be located in buildings outside of its main datacenters, access to these buildings needs to be granted to support staff during normal business hours
  • If there is a 24x7 requirement for this equipment or any system supported by this equipment, access to the building needs to be 24x7 as well as 24-hour network support for the building
  • Physical access to the hardware is required by MaineIT for the maintenance period

To get help or order this service

  • Call MaineIT Service Center at 624-7700
  • Enter a Footprints service request

If the published SLA is not met, the issues can be escalated to the next priority level by any of the following methods:

  • Call MaineIT Service Center at 624-7700
  • Contact Production Service Manager