Email Support Staff Requirements and Costs: A Survey of 136 Organizations

This report describes the results of a survey of 136 organizations to determine the size and cost of their email support staffs. Responding organizations account for about 1.5 million mailboxes.

We present and discuss the number of mailboxes supported by one full-time equivalent (FTE) member of IT staff, and the annual cost per mailbox of providing that level of technical support, for:

• Microsoft Exchange in general, along with breakdowns for versions 2003 and 2007
• Lotus Notes/Domino in general, along with breakdowns for versions 6, 7, and 8
• Novell GroupWise in general

We provide the information for organizations of all sizes. Further breakdowns are also provided for organizations with:

• 1 to 99 mailboxes
• 100 to 999 mailboxes
• 1,000 to 2,499 mailboxes
• 2,500 to 4,999 mailboxes
• 5,000 to 9,999 mailboxes
• 10,000 to 24,999 mailboxes
• 25,000 to 99,999 mailboxes

The data is valuable for organizations that want to compare the size and cost of their email support staffs with those of comparably sized organizations.

Report 780, 14 pages.