6-IT124367 Microsoft Support - RFC.pdf

Version 8.3.17

DA Template No. 13-10673

IT124367

Microsoft Unified Enterprise Support

Request for Bids and Resulting Contract

GENERAL BID REQUIREMENTS

1.0 SCOPE:

Salt Lake County Contracts and Procurement, on behalf of Information Technology, invites your company to bid on providing Microsoft Unified Enterprise Support Services.

The primary objective is to identify a vendor that can sell Microsoft’s Unified Enterprise

Support Services to Salt Lake County IT. The County has worked with Microsoft to determine what services best meet the needs of the County and would like to purchase those services as per the attached list of Microsoft services.

The following is a general description of the various services desired from Microsoft:

Microsoft Enterprise Support Services are comprised of a comprehensive support solution that helps reduce costs, enhance productivity, and use technology throughout the IT lifecycle. They offer direct, expedient and unique access to Microsoft product development teams, software developers and source code for current and future products enabling (a) specialized insight into the architecture of current solutions that can facilitate smooth migrations to existing and future unreleased products/versions; (b) quick and comprehensive resolution of product support, trouble-shooting, and (c) immediate and focused technology feedback link between our customers and the

Microsoft product development teams to help shape the direction, features and functionality of future products.

Specialized training of Microsoft personnel is provided from Microsoft product development teams on how enterprise customers can best plan for, deploy, manage and maximize productivity of existing and future Microsoft products.

Furthermore, as part of Microsoft’s unique Support Services offer, the following services are available:

Base Package services are a combination of proactive, reactive and delivery management services that support Microsoft products and/or Online Services in use within your organization.

Reactive support helps resolve issues in your Microsoft environment and include prioritized problem resolution services to provide rapid response to minimize downtime.

As part of reactive support services, Microsoft offers:

Problem Resolution Support provides assistance for problems with specific symptoms encountered while using Microsoft products, where there is a reasonable expectation that the problem is caused by Microsoft products. Problem Resolution Support and requests for support may be initiated via telephone or electronically through an online support portal.

Advisory Support: Phone-based support on short-term (limited to six hours or less) and unplanned issues for IT Professionals. Advisory Support may include advice, guidance and knowledge transfer intended to help you deploy and implement Microsoft technologies in ways that avoid common support issues and that can decrease the likelihood of system outages. Architecture, solution development and customization scenarios are outside the scope of these Advisory Services.

Service Delivery Management (SDM) activities help to build and maintain relationships with your management and service delivery staff as well as to oversee escalation management and managing the elements of your support offering to meet your business requirements. These actions are managed by a Microsoft Delivery Manager, coordinated from a pooled set of resources, or provided digitally through access to an online services portal.

Proactive services help prevent issues in your Microsoft environment. As part of proactive support, Microsoft offers individual proactive services, available and categorized as planning, implementation, maintenance, optimization or education services. Proactive services not included in Base Package services may be purchased.

Planning services provide assessments and reviews of your current infrastructure, data, application and security environment to help you plan your remediation, upgrade, migration, deployment or solution implementation based on your desired outcomes.

Implementation services provide technical and project management expertise to help you accelerate your design, deployment, migration, upgrade, and implementation of

Microsoft technology solutions.

Maintenance services help prevent issues in your Microsoft environment and are typically scheduled in advance of the service delivery to help ensure resource availability.

Optimization services focus on the goals of optimal utilization of the customer’s technology investment. These services may deliver recommendations for remote administration of cloud services, optimizing the adoption of Microsoft product capabilities by end users and ensuring a robust security and identity posture.

Education services provide training that helps to enhance your support staff’s technical and operational skills through either onsite, online or on-demand instruction.

These include specialized workshops, which help prevent problems, increase system availability and assist with creating products and solutions based on Microsoft technologies, and specialized training, which includes how customers can best plan for, deploy, manage, and maximize productivity of existing and future Microsoft products.

These sessions are available at your facility or at Microsoft and can include deep technical development presentations with hands-on labs to facilitate your implementation of Microsoft technologies.

Enhanced services and solutions that are comprised of tailored, relationship-centric support engagements designed to solve the most complex IT challenges and ensure maximum up time. In addition to the services provided as part of the Base Package or as additional services, the following optional enhanced services and solutions may be purchased.

Support for Mission Critical provides a higher level of support for a defined set of

Microsoft products and Online Services that make up part of your mission critical solution.

Enhanced Designated Engineering provides a deep and ongoing technical engagement for customers with complex scenarios. This offering is scoped to match the customer’s needs and outcomes by providing a designated engineer who will build a deep knowledge of the customer’s environment or solution and support customer business goals including, but not limited to, workload optimization, adoption or supportability.

Reactive Enhanced Designated Engineering provides a deep and ongoing technical engagement focused on accelerated resolution of reactive support incidents aligned with the specific Microsoft products and online services.

Unified Enhanced Response provides accelerated reactive support for your products and cloud services with faster routing for all critical situation incidents (‘crit sits’) and by assigning resources from the Enhanced Incident Management team designated to you for enhanced reactive incident management.

Azure Rapid Response provides accelerated reactive support for your cloud services by routing support incidents to technical experts and providing an engagement in the cloud service operations teams, as required.

Azure Event Management provides enhanced proactive and reactive support during your critical planned business events.

Azure Engineering Direct provides enhanced support for the core workloads of your

Microsoft Azure production environment that includes prioritized access directly to the

Azure Services engineering team.

Office 365 Engineering Direct provides enhanced support for the core workloads of your Microsoft Office 365 production tenant or tenants, that includes prioritized access to the Office 365 engineering team.

GitHub Engineering Direct provides customers with priority access to a designated

GitHub support team and a named GitHub Customer Reliability Engineer (CRE). In addition, quarterly reviews, including proactive guidance based on health checks and ticket analysis, are part of the GitHub Engineering Direct offer.

Developer Support provides technical support based on cloud and product knowledge across the application development lifecycle for Customer developers building, deploying and supporting applications on Microsoft’s platform.

Cybersecurity Enhanced Solutions provides specialized cybersecurity-related assistance under both reactive and proactive scenarios. These services help to reduce the risk of targeted cyber-attacks, better prepare for security crisis situations or investigate and contain an active security compromise.

The support services described above are performed only by Microsoft Corporation or its affiliates (including full-time employees and outsourced service providers delivering support as directed by Microsoft), even in those circumstances where it is sold through a reseller.

The bidder must be authorized to sell Microsoft’s services to Salt Lake County.

2.0 CONTENTS:

If any provision or specification in this “Request for Bids and Resulting Contract” (RFC) is ambiguous or is disputed by a bidder, the bidder must notify the County Contracts and Procurement Division prior to the opening of the bids. No dispute or protest concerning the ambiguity of these specifications or provisions of this RFC shall be accepted following opening of the bids.

3.0 QUESTIONS:

Questions shall be submitted through our online solicitation system, Utah Public Procurement Place (UPPP) powered by Jaggaer / SciQuest . Questions are due prior to the question due date and specified time. If a question/answer changes the RFC document, the change will be released in an amendment to the solicitation event.

Bidders who have stated their “Intent to Bid” in the UPPP system will receive email notice of questions and amendments. Do NOT contact the Agency, Division, Department, or other County officers or employees.

4.0 CONTRACT TERM:

The contract resulting from this solicitation will become effective on the date of execution with a three (3) year term. The County reserves the right to review the contract on a regular basis regarding performance and cost analysis and may negotiate price and service elements during the term of the contract.

5.0 DELIVERY:

The bid pricing being offered must include delivery charges and be shipped FOB Destination, Freight Pre-Paid.

6.0 AWARD:

Salt Lake County may award bids and contracts to suppliers through a preference system. Please refer to the preference attachment.

https://solutions.sciquest.com/apps/Router/SupplierLogin?Custorg=StateOfUtah

Salt Lake County may reject any or all bids if it is deemed to be in the best interest of the County.

Contract will be awarded to the lowest responsive, responsible bidder bidding the lowest overall cost including delivery and meeting specifications.

7.0 PRICING:

County will determine the low bidder based upon the total price bid.

8.0 REQUIRED INSURANCE POLICIES:

GENERAL INSURANCE REQUIREMENTS FOR ALL POLICIES.

A. Any insurance coverage required herein that is written on a “claims made” form rather than on an “occurrence” form shall (i) provide full prior acts coverage or have a retroactive date effective before the date of this Agreement, and (ii) be maintained for a period of at least 3 (three) years following the end of the term of this Agreement or contain a comparable “extended discovery” clause. Evidence of current extended discovery coverage and the purchase options available upon policy termination shall be provided to the County.

B. All policies of insurance shall be issued by insurance companies licensed to do business in the State of Utah and either:

(i) Currently rated A- or better by A.M. Best Company;

—OR—

(ii) Listed in the United States Treasury Department’s current Listing of Approved Sureties (Department Circular 570), as amended.

C. Bidder shall furnish certificates of insurance, acceptable to the County, verifying the foregoing matters concurrent with the execution hereof and thereafter as required.

D. In the event any work is subcontracted, Bidder shall require its subcontractor, at no cost to the County, to secure and maintain all minimum insurance coverages required of the Bidder hereunder.

E. In the event that governmental immunity limits are subsequently altered by legislation or judicial opinion, Bidder shall provide a new certificate of insurance within 30 (thirty) days after being notified thereof in writing by the County, certifying coverage in compliance with the modified limits or, if no new limits are specified, in an amount acceptable to the County.

F. All required certificates and policies shall provide that coverage thereunder shall not be canceled or modified without providing 30 (thirty) days prior written notice to the County in a manner approved by the County District Attorney.

G. In the event Bidder fails to maintain and keep in force any insurance policies as required herein, County shall have the right at its sole discretion to obtain such coverage and reduce payments to Bidder for the costs of said insurance.

REQUIRED INSURANCE POLICIES.

Bidder agrees to secure and maintain the following required policies of insurance in accordance with the general insurance requirements set forth in the preceding subsection:

A. Workers’ compensation and employer’s liability insurance as required by the State of Utah unless a waiver of coverage is allowed and acquired pursuant to Utah law. This requirement includes Bidders who are doing business as an individual and/or as a sole proprietor as well as corporations, limited liability companies, joint ventures and partnerships. In the event any work is subcontracted, Bidder shall require its subcontractor(s) similarly to provide workers’ compensation insurance for all of the latter’s employees, unless a waiver of coverage is allowed and acquired pursuant to Utah law.

B. Commercial general liability insurance on an occurrence form with the County as an additional insured, in the minimum amount of $1,000,000 per occurrence with a $2,000,000 general policy aggregate and $2,000,000 products completed operations policy aggregate. The policy shall protect the County, Bidder, and any subcontractor from claims for damages for personal injury, including accidental death, and from claims for property damage that may arise from Bidder’s operations under this Agreement, whether performed by Bidder itself, any subcontractor, or anyone directly or indirectly employed by either of them. Such insurance shall provide coverage for premises operations, acts of independent Bidders, and completed operations.

C. Commercial automobile liability insurance that provides coverage for owned, hired, and non-owned automobiles, with the County as an additional insured, in the minimum amount of $1,000,000 per occurrence.

—OR IF THERE WILL NOT BE ANY VEHICLE OPERATIONS—

D. The Bidder shall not operate a vehicle in connection with any services rendered under this Agreement. Inasmuch as the Bidder agrees not to operate a vehicle in connection with services rendered under this Agreement, the County shall not require the Bidder to provide commercial automobile liability insurance.

9.0 TERMS AND CONDITIONS

Bidder agrees that if awarded a contract under this solicitation, Salt Lake County’s Terms and Conditions, attached, will apply.

10.0 PAYMENT:

Payment will be made after completion of delivery and signed acceptance by the County.