RFP21126001 Microsoft Support Closed

RFP21126001

Closed at: 2:00p.m., June 30, 2025

The BCER seeks a proponent to provide Microsoft support services.

Download RFP21126001 Microsoft Support Description

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.

Questions and Answers

If you have any questions about this posting, please email procurement@bc-er.ca.

Follow ITIL norms for SLA response times.

We are looking to replace Unified with this service. The successful proponent would be our support organization and escalate on our behalf.

Not required but respondent should discuss bench strength and escalation SLA expectatons.

We aren’t measuring certificate acquisition, but the expectation is the respondent has expertise in all Microsoft products and systems.

We don’t need an escalation relationship we need ITIL escalation path with attainable SLAs

E5 plus add ons.

All

Yes

Standard MS Suite

IT Team

Lack of getting to resolution, cases are bounced from team to team with little continuity or hand off, lack of technical expertise.

< 10 per month

Manage Engine Plus - we could route tickets through this platform.

ITIL standards.

We are PST for most offices but also have offices that don’t follow Daylight savings so half the year on Mountain time (1 hour earlier).

Not for this service.

Depends on criticality - the method is less critical compared to being responsive in any medium.

Monthly or quarterly.

No, however confidentiality is required.

Not on-site.

Yes -Canadian first approach.

Initially we are not considering value add services.

No.

Multiyear is preferred.

2 or less per month.

We have E5 licensing, Full Microsoft Suite of productivity applications.

>300

ITIL standards.

We are open to a Canadian first approach.

All proposals meeting the mandatory criteria will be considered.

Amendments

There are no Amendments at this time.

Competition ID: RFP21126001

RFP21126001 Microsoft Support Closed

RFP21126001

Closed at: 2:00p.m., June 30, 2025

The BCER seeks a proponent to provide Microsoft support services.

Description

Questions and Answers

What does "expedited escalation to Microsoft if required" mean in terms of expected timeframes (hours, days)?

Do you currently have Microsoft Premier/Unified Support, and how would this interact with third-party support escalation?

Do you require the support provider to have a specific Microsoft Partner status (Gold, Solution Partner, etc.) to ensure escalation capabilities?

What specific Microsoft certifications do you consider essential for support staff (Azure, M365, Security, etc.)?

How important is having an existing Microsoft escalation relationship versus building one after contract award?

What is your current Microsoft 365 license tier (E3, E5, Business Premium, etc.) and approximate user count?

Which Entra ID features are you currently using (Conditional Access, Identity Protection, Privileged Identity Management)?

Do you have any on-premises Active Directory that requires hybrid identity management?

What legacy Microsoft products do you still actively use that would require support?

Who currently handles your Microsoft support (internal team, existing vendor, direct Microsoft)?

What are your current pain points with Microsoft product support?

What is your typical monthly ticket volume for Microsoft-related issues?

Do you have existing ITSM tools (ServiceNow, Remedy, etc.) that we would need to integrate with?

What are your expected response times for different priority levels (P1/Critical, P2/High, P3/Medium, P4/Low)?

What are your business hours and time zone considerations?

Do you have any compliance requirements (SOC 2, ISO 27001) that would impact support delivery?

What is your preferred communication method for critical incident updates?

How often would you like proactive health check reports (weekly, monthly, quarterly)?

Do you require support staff to have specific security clearances?

Would you prefer a dedicated TAM on-site, remote, or hybrid model?

Do you have any preferences for Canadian-based support staff or language requirements?

Is the $65K budget firm, or is there flexibility for additional value-added services?

Are there any additional budget allocations for emergency/critical after-hours support?

Do you anticipate any major Microsoft platform migrations during the contract term?

Are there any preferred terms for the contract renewal/extension beyond the initial 3 years?

What is the average volume of after-hours support tickets?

What Microsoft products are in scope for this support agreement?

How many users does BCER have?

What SLAs does BCER require?

Is BCER considering offshore companies/resources?

IS BCER anticipating this support agreement to be a subscription-based model or a time and materials model?

Amendments