RFP21126001 Microsoft Support

Description

The successful proponent will demonstrate the capability to efficiently create and manage support tickets and service calls in accordance with Information Technology Infrastructure Library (ITIL) Service Level Agreement (SLA) standards. This includes the ability to log, track, and escalate incidents and service requests, ensuring that each issue is addressed with comprehensive technical guidance and expertise. The support services must incorporate clear SLA commitments, specifically outlining both a minimum time frame first response time and a defined time-to-resolution for each ticket, to ensure timely and effective issue management.

Additionally, preference will be given to respondents who can provide support through multiple modalities-such as phone, email, web portal, and live chat-enabling users to access assistance through their preferred communication channel. This multi-modal approach is intended to enhance user experience, increase accessibility, and ensure rapid response to critical issues.