RFP21126001 Microsoft Support
RFP21126001
Closing Date: 2:00p.m., June 30, 2025
The BCER seeks a proponent to provide Microsoft support services.
Download RFP21126001 Microsoft Support DescriptionDescription
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.
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