Procurement

SPS-02244 Microsoft Service Support

Procurement identifier (OCID): ocds-h6vhtk-05d9b7

Description

The SPS require the provision of support for its MS based portfolio. This shall include but is not limited to the following:

-Technical Support - Organisation wide 24/7 problem resolution support - As needed without limit on hours spent resolving or number of incidents.

-Backoff and escalation to Microsoft for Critical / escalated incidents if the bidder is unable to resolve.

-Escalation Management - Named resource assigned for critical issues.

-IT health - On Demand assessments and Operational Surveys, including setup and configuration services (Numbers/costs to be detailed in tender)

-Account Management - Designated Customer Success Account Manager

-Optional Technical Training - On demand Videos, hands on labs, learning paths and expert led webcasts. (Numbers/costs to be detailed in tender)