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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.

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

Submit application for the RFP21126001 Microsoft Support posting

Company Info

Company Address Old

Please note that a Canadian Postal Code must be in all caps with a space.
eg. "1A1 A1A"

File uploads are restricted to .pdf, .doc, and .docx file types. The combined size of each file must not exceed 500mb.

Authorized Info

Authorized Representative Name

Submit Message

Terms and Conditions

Successful proponents will be notified by BCER and may enter into an agreement with the terms and conditions outlined in BCER’s General Service or Information Technology Professional Service Agreement templates.

Thank you for your interest in contracting with the BC Energy Regulator, a single-window regulatory agency with responsibilities for overseeing oil, gas and renewable geothermal operations in British Columbia. We maintain a competitive bidding process in accordance with municipal and provincial laws and we are committed to transparency and innovation through integrity, respect and responsiveness. We acknowledge the lands where we work and live and we are committed to safeguarding and respecting affected individuals and communities.