Software package and information systems

Tender description

The service is currently consumed in several ways: Reactive/break-fix support, which allows us to raise incidents with Microsoft (24x7) to investigate and resolve incidents and problems which affect our Microsoft IT environment. Proactive services including workshops, talk and chalk sessions, technical reviews, planning and design activities. Designated technical account manager for escalations, service reviews and support assurance. Access to Microsoft Premier online for critical problem/security vulnerability alerts, Microsoft knowledge base articles and checking the status of support activities section. 480 hours Reactive Support and Service Allocation and 540 hours Advisory Services. Microsoft Premier Support Services for the p[eriodd 23.3.2017 to 22.3.2020. Microsoft Premier Support provides 24x7 access to subject matter experts to help minimise downtime and build the knowledge of staff. The following range of services are provided as part of this annual support agreement: Remote and on-site support in the event of critical incidents. Proactive health and risk assessments across all Microsoft products and services to mitigate risk reduce downtime and identify improvements for operational effectiveness and best practice. Support for migration to new technology. This element of the services will be key over the next 3 years as both Councils are undertaking a complete refresh of their desktop estate and adoption of cloud services.