Microsoft Unified Support Contract

Tender description

Service support for our Microsoft software environment. Lot 1: Provide IS Office technical staff with expert advice and assistance in the support of both existing and new Microsoft software products and the ability to request immediate escalation of urgent issues on standard applications with no constraints on the time required. This includes all new applications in-flight, such as Microsoft Defender. The IS Office would have as-needed 24/7 support from Microsoft, supporting the team in a timely manner, improving the overall service. Provide the IS Office time with Microsoft to facilitate additional projects, as required, to ensure the Assembly Commission meets the needs of end users at a pace more aligned to how technology develops. This time will support the creation of a new modern environment that accommodates increased security, modern remote working, future proofing services and an all-round better end user experience. A number of hours have been proposed to advise on projects over the next three years such as the implementation of Microsoft Defender (antivirus), Microsoft Intune (to support mobile device management), migration of on-premise email to M365 (Cloud email), the support of a remote access solution, support with potentially upgrading the Hyper V Firmware, or alternative, support migrating services to the cloud, where applicable and providing support to the Assembly Commission on modernising the workplace, through additional use of the Microsoft technology stack such as SharePoint online and additional use of Teams. This time will also ensure the team receives the necessary training to support the products in use and strategic approach to the technology available. Microsoft provides such support hours in blocks as it provides value for money across economies of scale. Unified Enterprise Support with unlimited reactive hours and approximately 100 proactive hours (to support products already in use), with an additional 300 proactive support hours to support the implementation of new products.