IT1849 - Seeking Expressions of Interest - Deadline 13 May 2024.

Tender description

To utilise the Crown Commercial Services CCS Technology Services 3 Framework 01388993 (Lot 3a Operational Services – End User Services) for the provision of Microsoft application support management (including end user support) across the Council’s IT services. Move away from current reliance on Microsoft Enterprise support, to achieve savings and value for money by expanding the market for the delivery of this service. Start date of new contract 01 July 2024, for a period of 2 years with an optional extension of 1 year. Suppliers who express an interest will be taken forward to further competition stage under the framework, to be released on 17 May 2024. Scope of services: Wiltshire Council requires a comprehensive support agreement that covers a wide range of Microsoft products and services including but not limited to Windows, Office 365, Azure, Dynamic 365, SQL Server, SharePoint and more. Support is needed for both on-premises and cloud-based deployments, ensuring consistent support across hybrid IT environments. Key Features and Deliverables: Support: Ability to raise support tickets for service outages and receive prompt support for issues raised relating to currently supported Microsoft products. Dedicated Support Account Manager: Assignment of a dedicated Account Manager to serve as the primary point of contact for support-related inquiries and escalations. Problem Resolution: Timely diagnosis and resolution of technical issues by engineers, leveraging expertise and resources. Service Level Agreements (SLAs): Defined SLAs for response times and resolution targets, and service availability commitments. Escalation Management: Structured escalation process ensuring visibility, communication, and resolution of critical issues. Training and Resources: Access to training materials, documentation, online resources, and webinars to enhance technical skills and knowledge.