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.

Table of Contents

Executive Summary
    Selected Findings
About the Survey
    Abbreviations
    Use of Medians Rather Than Averages
    Restricting to Valid Respondents
    Sample Sizes Indicated in Parentheses
Demographics
    Respondents by Organization Size
Support Levels and Costs: All Organizations
Support Levels and Costs: Large Organizations
Support Levels and Costs: Small and Medium Organizations
Appendix
    Survey Questionnaire
    Survey Shortcomings