Summary of Appendix A - Zendesk Suite Renewal

This appendix document supports a state and local contract opportunity for the State of California regarding a Zendesk Suite renewal on a brand-specific basis. The document outlines the technical specifications, licensing requirements, and service parameters for the renewal of Zendesk's customer service platform. The contract encompasses the continuation of Zendesk Suite services including ticketing, knowledge management, and related customer support functionalities. The renewal maintains the incumbent vendor relationship with Zendesk and specifies the licensing model based on the state agency's user requirements and brand-specific configurations. The contract term and any associated renewal options are structured to align with the state's technology procurement standards and operational continuity needs.

The appendix details the pricing structure for Zendesk Suite subscriptions, which is typically based on per-agent or per-user licensing models with tiered pricing options. The document establishes the funding requirements and sources for the renewal, with costs allocated from the participating agency's operational budget. As an incumbent renewal, this contract maintains existing service levels and support agreements previously established with Zendesk. The document specifies technical implementation requirements, data security standards, and integration specifications necessary for the state's continued use of the platform across designated brand-specific applications.