The file's text, extracted by GovTribe without its formatting.
Instructions
| Solicitation 5400029942 |
| Migration Services - Dept of Admin, Office of Technology & Information Services |
| Attachment E - Lot 3 Pricing Schedule - Instructions to Offerors |
| Purpose: This workbook captures vendor pricing for Shared Services Post-Migration Support Services. Offerors shall complete all yellow or blank response cells and shall not modify formulas, headers, baseline quantities, or instructions. Prices should be fully burdened unless the solicitation expressly states otherwise. Do not include hardware, software, licenses, cloud subscriptions, telecommunications, or other products in service pricing. This worksheet serves as the introduction to the pricing workbook. Offerors shall respond to each item below either indicating their acceptance/compliance with the requirement or requesting an exception and providing their explanation/reasoning for the exception request in the Vendor Comments/Explanation column. |
How to Price Lot 3:
First, enter a Monthly Base Support Fee for each agency size band.
Second, enter Monthly Technology Tower Support Fees for each technical area the State may select.
Third, enter Unit Support Prices for quantities above the included baselines.
Fourth, enter prices only for optional Enhanced Support Services that exceed standard business-hours support.
Your standard support coverage pricing is comprised from the combination of the base, tower, and unit pricing.
Your Enhanced Support Services pricing sits on top of that standard support coverage pricing.
Do not separately price standard support coverage.
| Instruction Area | State Requirement / Pricing Rule | Vendor Action Required | Vendor Response | Vendor Comments / Explanation |
| General Completion | Complete every applicable tab. Enter numeric prices as dollars, percentages as percent values, and narrative explanations where requested. | Confirm compliance and identify any workbook limitations. | | |
| Fully Burdened Pricing | Prices must include labor, supervision, overhead, profit, administrative support, routine tools, reporting, and coordination unless expressly excluded. | Confirm or explain exception. | | |
| No Product Procurement | Do not include hardware, software, subscriptions, cloud consumption, licensing, or telecommunications products in service pricing. | Confirm or explain exception. | | |
| Base Fees | Monthly base fees should include support readiness, service coordination, routine reporting, escalation coordination, and operational meetings. | Enter monthly fees on the Monthly Base Fees tab. | | |
| Technology Towers | Price each technical support tower separately so the State may select only the towers needed for a work order. | Complete the Technology Towers tab. | | |
| Unit Support Pricing | Provide scalable per-unit pricing for supported users, endpoints, servers, tenants, domains, sites, and other objects. | Complete the Unit Support Pricing tab. | | |
| Enhanced Support Options | Identify what service hours, response targets, escalation obligations, onsite support, and 24x7 options cost. | Complete the SLA Coverage tab. | | |
| Security and Compliance | Price security, compliance, DLP, Purview, endpoint protection, threat detection, and incident support separately where applicable. | Complete the Security Compliance tab. | | |
| Governance and Reporting | Price weekly/monthly reports, CAB participation, change documentation, CMDB support, service reviews, and knowledge articles. | Complete the Governance Reporting tab. | | |
| Transition Services | Provide one-time pricing for transition-in, onboarding, runbooks, access setup, and transition-out services. | Complete the Transition Services tab. | | |
| Named Resources | Provide pricing for dedicated or semi-dedicated resources only where the State requests that support model. | Complete the Named Resources tab. | | |
| Labor Rates | Provide fully burdened hourly rates for approved optional, emergency, or out-of-scope services. | Complete the Labor Rates tab. | | |
| Ticket Pricing | Provide ticket-volume pricing if the Offeror proposes a ticket-based support option. | Complete the Ticket Pricing tab. | | |
| Complexity Modifiers | Modifiers may be applied only when triggered and approved in the applicable work order. Cumulative modifiers should be capped unless expressly approved by the State. | Complete the Complexity Modifiers tab. | | |
| Evaluation Scenarios | The State may evaluate pricing using sample scenarios. Enter scenario prices using this workbook pricing methodology. | Complete yellow scenario response fields. | | |
| Assumptions and Exceptions | All assumptions, exclusions, exceptions, minimum commitments, and pricing dependencies must be disclosed. | Complete the Assumptions Exceptions tab. | | |
Size Baselines
| Agency Size Bands and Included Baseline Quantities | | | | | | | |
| Purpose: This worksheet defines agency support bands and baseline quantities included in the monthly base support fee. Offerors shall use these bands when pricing base fees and shall use unit pricing for quantities above the included baselines. Band 6 pricing shall equal the Band 5 monthly base price plus awarded incremental unit prices for users, endpoints, servers, domains, tenants, applications, devices, locations, and other supported objects above the Band 5 baseline. | | | | | | | |
| Supported Item | Band 1 Micro 1-25 | Band 2 Small 26-100 | Band 3 Medium 101-500 | Band 4 Large 501-1500 | Band 5 Very Large 1501-4000 | Band 6 Mega 4001+ | Offeror Comments |
| Users | 25 | 100 | 500 | 1,500 | 4,000 | Band 5 + units | |
| Entra / AD user accounts | 30 | 125 | 625 | 1,875 | 5,000 | Band 5 + units | |
| Guest accounts | 5 | 25 | 100 | 300 | 600 | Band 5 + units | |
| Endpoints | 35 | 150 | 750 | 2,250 | 6,000 | Band 5 + units | |
| Mobile devices | 10 | 50 | 250 | 750 | 2,000 | Band 5 + units | |
| Physical locations | 1 | 2 | 5 | 15 | 30 | Band 5 + units | |
| AD forests | 1 | 1 | 2 | 3 | 5 | Band 5 + units | |
| AD domains | 1 | 2 | 4 | 8 | 15 | Band 5 + units | |
| Domain controllers | 1 | 3 | 8 | 20 | 50 | Band 5 + units | |
| M365 tenants | 1 | 1 | 2 | 4 | 5 | Band 5 + units | |
| SSO enterprise applications | 5 | 15 | 40 | 100 | 150 | Band 5 + units | |
| Servers | 3 | 10 | 40 | 125 | 300 | Band 5 + units | |
| Virtual machines | 5 | 20 | 75 | 250 | 600 | Band 5 + units | |
| Printers / print queues | 3 | 15 | 75 | 250 | 600 | Band 5 + units | |
| DNS zones | 2 | 5 | 15 | 40 | 100 | Band 5 + units | |
| DHCP scopes | 2 | 5 | 15 | 40 | 100 | Band 5 + units | |
| SharePoint sites | 5 | 20 | 100 | 300 | 750 | Band 5 + units | |
| Teams | 5 | 20 | 100 | 300 | 750 | Band 5 + units | |
| OneDrive accounts | 25 | 100 | 500 | 1,500 | 4,000 | Band 5 + units | |
| Power Platform artifacts | 5 | 20 | 75 | 200 | 500 | Band 5 + units | |
| Dynamics 365 environments | 0 | 1 | 2 | 4 | 8 | Band 5 + units | |
Base Fees
| Monthly Base Support Fees by Agency Band | | | | | | Detail | |
| Purpose: Offerors shall enter a fully burdened monthly base support fee for each agency size band. The pricing here will be the standing monthly charge that covers an Offeror's general support infrastructure and service management obligations. The base fee buys the operational wrapper around support. It shall not include unlimited engineering labor unless expressly stated in the Offeror comments. Details of what is included in the base fee with a description of each is to the right of the pricing matrix below. | | | | | | Base Fee Shall Include | Description |
| | | | | | Account / service management | Contractor oversight of the support relationship |
| Band | User Count | Included Baseline Reference | Monthly Base Support Fee | Exclusions / Limits | Vendor Comments | Support intake coordination | Coordination with OTIS ticketing, support queues, and escalation paths |
| Band 1 Micro | 1-25 | See Size Baselines tab | | | | Routine status meetings | Regular operational coordination meetings |
| Band 2 Small | 26-100 | See Size Baselines tab | | | | Baseline reporting | General monthly support summary |
| Band 3 Medium | 101-500 | See Size Baselines tab | | | | Escalation management | Ensuring tickets and issues are routed to the right technical tower |
| Band 4 Large | 501-1,500 | See Size Baselines tab | | | | Work order administration | Tracking scope, supported quantities, service period, and assumptions |
| Band 5 Very Large | 1,501-4,000 | See Size Baselines tab | | | | General coordination with OTIS and DIS | Coordination with OTIS technical teams and DIS security teams |
| Band 6 Mega | 4,001+ | Band 5 + unit pricing | | | | Maintenance of support runbook | Updating basic support procedures and contact paths |
| | | | | | General quality oversight | Making sure support obligations are being met |
Technology Towers
| Monthly Technology Tower Support Fees |
| Purpose: This worksheet includes the monthly techncial support fees for each technology tower shown below and is supplementary to the Monthly Base Fees. The Monthly Base Support Fee is the mandatory recurring charge for general service management, coordination, escalation management, routine reporting, work order administration, and support governance. |
Technology Tower Support Fees are recurring charges for the specific technical support domains selected by the State. Offerors shall price each tower independently and shall not include the same cost in both the Monthly Base Support Fee and a Technology Tower Support Fee.
The State may select one or more Technology Towers for each work order. The total monthly recurring price shall be calculated as the applicable Monthly Base Support Fee plus the selected Technology Tower Support Fees, plus any applicable unit charges above baseline quantities, SLA or coverage premiums, named resource fees, transition fees, or approved modifiers.
Unless otherwise stated, Monthly Base Support Fees and Technology Tower Support Fees shall assume standard business-hours support. Enhanced support coverage, including extended-hours support, after-hours support, or 24x7 support, shall be priced separately in the SLA Coverage tab.
| Technology Tower | Scope / Description | Pricing Method | Tower Fee | Included Quantity | Included Unit Type | Additional Unit Price | Coverage Included | Vendor Comments |
| Active Directory | Forest/domain architecture, trusts, replication, authentication security | | | | Domains/Forests | | | |
| Domain Controllers | Deployment, maintenance, backup, recovery, security hardening | | | | Domain Controllers | | | |
| DNS / DHCP | DNS/DHCP setup, on-prem server support, issue resolution | | | | Zones/Scopes | | | |
| Certificate Services / PKI | PKI management, certificate validation, troubleshooting | | | | CA/Certificates | | | |
| Network Printing | Print servers, queues, GPO integration, printer support | | | | Print Servers/Queues | | | |
| Microsoft Entra ID | Entra Connect, sync, vanity/managed domains, RBAC, conditional access | | | | Tenants/Users/Apps | | | |
| Microsoft 365 Core | Exchange, Teams, SharePoint, OneDrive operational support | | | | Tenants/Workloads | | | |
| Power Platform | Power Apps, Power Automate, Power BI, Flows governance and support | | | | Artifacts | | | |
| Dynamics 365 | Licensing support, integration support, environment support | | | | Environments | | | |
| Intune / MDM | MDM/MAM, policies, application deployment, configuration profiles | | | | Devices/Policies | | | |
| Endpoint Management | Desktop, laptop, mobile support, remote troubleshooting, lifecycle support | | | | Endpoints | | | |
| Server Administration | Windows Server, physical/virtual, monitoring, patching, GPO support | | | | Servers | | | |
| Broadcom / VMware Support | VM lifecycle, storage/resource planning, performance tuning | | | | VMs/Hosts | | | |
| Endpoint Protection | Defender or other EPP deployment and monitoring support | | | | Endpoints | | | |
| DLP / Purview | DLP, compliance, labels, insider risk, retention support | | | | Tenants/Policies | | | |
| Reporting and Governance | Reports, CAB, change tracking, CMDB support | | | | Meetings/Reports | | | |
Unit Support Pricing
| Unit-Based Monthly Support Pricing |
| Purpose: Offerors shall provide monthly unit support prices for objects that scale beyond the baseline quantities or that are specifically included in a work order. Unit prices should be fully burdened and should identify any minimum quantity, excluded activities, or support limitations. |
| Unit | Description | Pricing Method | Unit Price | Minimum Quantity / Term | Exclusions / Limits | Vendor Comments |
| Per supported user | General user support impact | | | | | |
| Per AD / Entra account | Identity lifecycle and sync support | | | | | |
| Per guest account | Guest lifecycle, access, policy support | | | | | |
| Per endpoint | Desktop, laptop, tablet support | | | | | |
| Per mobile device | iOS/Android/Windows MDM support | | | | | |
| Per server | Windows physical or virtual server support | | | | | |
| Per virtual machine | Broadcom/VMware VM lifecycle support | | | | | |
| Per AD forest | Forest-level support | | | | | |
| Per AD domain | Domain-level support | | | | | |
| Per trust | Cross-domain or cross-forest trust support | | | | | |
| Per domain controller | DC monitoring, maintenance, backup, hardening | | | | | |
| Per DNS zone | DNS record support and issue resolution | | | | | |
| Per DHCP scope | DHCP support and troubleshooting | | | | | |
| Per certificate authority | CA support and PKI administration | | | | | |
| Per certificate | Certificate lifecycle support | | | | | |
| Per print server | Print server support | | | | | |
| Per print queue | Queue mapping and support | | | | | |
| Per M365 tenant | Tenant administration and support | | | | | |
| Per Exchange mailbox | Exchange Online support | | | | | |
| Per shared mailbox | Shared mailbox support | | | | | |
| Per SharePoint site | Site, permissions, access, configuration support | | | | | |
| Per Team | Teams settings, membership, channel, app support | | | | | |
| Per OneDrive account | OneDrive sync/access support | | | | | |
| Per SSO application | Enterprise app / SSO support | | | | | |
| Per Conditional Access policy | Policy maintenance and troubleshooting | | | | | |
| Per Power Platform artifact | Power App, Flow, report, workspace support | | | | | |
| Per Dynamics 365 environment | Dynamics support and integration assistance | | | | | |
| Per security policy | Endpoint, DLP, Purview, or compliance policy support | | | | | |
| Per physical location | Site-specific infrastructure or endpoint support | | | | | |
Enhanced Support Options
| Service-Level, Coverage, and Response Pricing |
| Purpose: This worksheet is used only to price optional enhanced support services that exceed the standard support obligations included in the Monthly Base Support Fees, Monthly Technology Tower Support Fees, and Unit Support Pricing. |
Instructions: Offerors shall provide pricing only for enhanced support options that exceed the standard support model. Standard business-hours support, standard response obligations, routine escalation, routine troubleshooting, routine coordination, and ordinary support documentation shall be included in the applicable Monthly Base Support Fees, Monthly Technology Tower Support Fees, and Unit Support Pricing.
Offerors shall not separately price standard support coverage in this worksheet. Prices entered in this worksheet shall apply only to optional enhanced support services selected by the State in a work order.
| Enhanced Support Option | Description | Applicable Services or Towers | Applicable Severity Levels | Coverage Hours | Pricing Method | Minimum Term or Minimum Charge | Vendor Comments |
| Extended Business Hours | Support outside normal State business hours, but not 24/7. | | | | | | |
| Scheduled after-hours support | Pre-scheduled evening support | | | | | | |
| Weekend and Holiday Support | Pre-scheduled weekend or State holiday support | | | | | | |
| 24x7 Critical Incident Support | Around-the-clock support for Priority 1 incidents only | | | | | | |
| 24x7 Full Support | Around-the-clock support for all priority incidents and requests. | | | | | | |
| Shortened Severity 1 Response Target | Expedited service that responds faster than your standard P1 response. | | | | | | |
| Shortened Severity 2 Response Target | Expedited service that responds faster than your standard P2 response. | | | | | | |
| Shortened Restoration Target | Expedited service target service restoration faster than standard service. | | | | | | |
| Dedicated onsite support | Contractor resource physically onsite. | | | | | | |
| Emergency onsite dispatch | Onsite dispatch outside standard coverage | | | | | | |
| Security incident surge support | Expanded support for security event surge. | | | | | | |
| Severity-Based Response Commitments | | | | | | | |
| Severity | Description | Standard Response Time | Enhanced Response Time | Update Frequency | Restoration / Resolution Target | Enhanced Restoration Target/Time | Vendor Comments |
| Severity 1 | Critical outage, major security incident, agency-wide impact | | | | | | |
| Severity 2 | Major degradation or high business impact | | | | | | |
| Severity 3 | Limited user or service impact | | | | | | |
| Severity 4 | Standard request, documentation, routine support | | | | | | |
Security Compliance
| Security and Compliance Support Pricing | Compliance Framework Modifiers |
| Purpose: Offerors shall price security and compliance support services separately where applicable, including endpoint protection, threat detection, incident response support, DLP, Purview, sensitivity labels, insider risk, audit logging, and compliance reporting. | Discussion: The matrix below shows the Security frameworks that the State most often works under. It always works under SC-DIS-200 which is the State's own security controls baseline. Offerors must indicate if they intend to increase their charges to meet specific frameworks. Please note that the solicitation requires that approved vendors meet the security requirements in these frameworks as part of their support commitment. This matrix is designed to determine if Offerors propose additional charges to meet that commitment. |
| Security / Compliance Service | Pricing Method | Service Fee | Included Quantity / Unit | Additional Unit Pricing | Exclusions / Limits | Vendor Comments | Framework / Requirement | Modifier Basis | Vendor Comments |
| Endpoint Protection Platform monitoring support | | | | | | | SCDIS-200 | | |
| Microsoft Defender for Endpoint support | | | | | | | CJIS | | |
| Threat detection support | | | | | | | IRS Publication 1075 | | |
| Incident response support | | | | | | | HIPAA | | |
| DLP policy support | | | | | | | PCI-DSS | | |
| Microsoft Purview support | | | | | | | ARC-AMPE | | |
| Sensitivity label support | | | | | | | FERPA | | |
| Insider risk management support | | | | | | | Other State-approved framework | | |
| Compliance configuration support | | | | | | | | | |
| Audit logging validation | | | | | | | | | |
| Security report package | | | | | | | | | |
| Vulnerability remediation support | | | | | | | | | |
Governance Reporting
| Reporting, Governance, CAB, Change, and CMDB Pricing |
| Purpose: Offerors shall price recurring governance and reporting services, including weekly/monthly reports, service reviews, CAB participation, change request support, change documentation, CMDB updates, and knowledge article creation. |
| Governance Service | Description | Pricing Method | Service Price | Included Quantity / Frequency | Additional Unit Price | Vendor Comments |
| Weekly operational report | Status, ticket, risk, issue, and operational performance reporting | | | | | |
| Monthly service report | Monthly service metrics, trend analysis, SLA performance | | | | | |
| Monthly security and compliance report | Security posture, compliance status, notable events | | | | | |
| Executive service review | Leadership-facing service review meeting/materials | | | | | |
| CAB participation | Participation in scheduled Change Advisory Board meetings | | | | | |
| Emergency CAB participation | Urgent or emergency CAB support | | | | | |
| Change request preparation | Preparation and routing of change requests | | | | | |
| Change implementation support | Technical support during approved changes | | | | | |
| Configuration change documentation | Documentation of configuration changes | | | | | |
| CMDB update support | Support for configuration item updates | | | | | |
| Knowledge base article creation/update | Knowledge article creation, revision, and retirement | | | | | |
Transition Services
| Transition-In and Transition-Out Pricing |
| Purpose: Offerors shall provide one-time pricing for onboarding an agency or technology environment into Lot 3 support and for orderly transition-out at the end of a work order or contract term. Identify whether prices vary by agency band or technology tower. |
| Transition Service | Description | Pricing Method | Service Price | Dependencies / Assumptions | Vendor Comments |
| Transition-in planning | Planning for support takeover and readiness | | | | |
| Knowledge transfer from Lot 2 vendor or OTIS | KT sessions, artifacts, issue history, environment overview | | | | |
| Environment onboarding | Support onboarding by technology tower | | | | |
| Documentation review and validation | Review operational, design, configuration, and runbook documents | | | | |
| Support runbook creation | Create support procedures, escalation paths, and operating instructions | | | | |
| Ticket queue / dashboard setup | Configure or support ticket routing, dashboard, monitoring views | | | | |
| Access provisioning for contractor team | Support access setup for contractor support resources | | | | |
| Transition-out planning | Plan orderly handoff to State or successor vendor | | | | |
| Final knowledge transfer | Final KT sessions and open item handoff | | | | |
| Final documentation package | Updated support documentation and final-state package | | | | |
Named Resources
| Named, Dedicated, or Staff Augmentation Resource Pricing |
| Purpose: Offerors shall provide pricing for dedicated or semi-dedicated resources. This tab should not be treated as the default support model unless requested in a work order. State whether resources are named, pooled, onsite, remote, full-time, part-time, or subject to minimum commitments. Offerors shall be aware that the solicitation is specifically NOT a time and materials contract. Offerors shall complete this tab understanding that some work orders may require resources beyond those included in an Offeror's standard pricing unless otherwise specified in a work order. In other cases, work orders may call out a requirement for dedicated resources. Offerors shall complete this tab accordingly. |
| Resource Type | Role Description | Pricing Method | Resource Pricing | Resource Availability | Minimum Commitment |
| (if required) | Replacement SLA | Vendor Comments | | | | |
| Dedicated Technical Account Manager | Account coordination and technical escalation | | | | |
| Dedicated Service Delivery Manager | Service performance, reporting, governance | | | | |
| Dedicated Systems Engineer | General infrastructure and server support | | | | |
| Dedicated Identity / Entra Engineer | AD, Entra ID, sync, conditional access, SSO | | | | |
| Dedicated M365 Engineer | Exchange, SharePoint, Teams, OneDrive | | | | |
| Dedicated Endpoint / Intune Engineer | Endpoint, MDM, Intune, policy, app deployment | | | | |
| Dedicated Server / Virtualization Engineer | Windows Server and Broadcom/VMware support | | | | |
| Dedicated Security Engineer | EPP, DLP, Purview, monitoring, incident support | | | | |
| Dedicated Help Desk / Support Technician | Migration-related and post-migration user support | | | | |
| Onsite Support Technician | Onsite support at State-designated locations | | | | |
Labor Rates
| Fully Burdened Labor Rates | | | | | | | | | | | |
| Purpose: Offerors shall provide fully burdened hourly labor rates for approved optional, emergency, or out-of-scope services. Hourly rates should not be used to reprice services that are already included in fixed, monthly, tower, or unit pricing. Offerors shall be aware that the solicitation is specifically NOT a time and materials contract. This tab does not reprise the Named Resources tab. This tab is specifically for non-dedicated, as-needed work. It is an on-demand rate card, not a dedicated staffing commitment. | | | | | | | | | | | |
| Labor Category | Description | Standard Hourly Rate | | | After-Hours Hourly Rate | | | Emergency / Expedited Rate | | | Vendor Comments |
| | Basic (Level I) | Intermediate (Level II) | Advanced (Level III) | Basic (Level I) | Intermediate (Level II) | Advanced (Level III) | Basic (Level I) | Intermediate (Level II) | Advanced (Level III) | |
| Service Delivery Executive | Executive-level escalation and service oversight | | | | | | | | | | |
| Technical Account Manager | Operational coordination and account support | | | | | | | | | | |
| Service Delivery Manager | Service performance, reporting, governance | | | | | | | | | | |
| Technical Project Manager | Support-related project coordination | | | | | | | | | | |
| Enterprise Architect | Cross-tower architecture support | | | | | | | | | | |
| Active Directory Architect | Forest/domain/trust/security architecture | | | | | | | | | | |
| Active Directory Engineer | AD administration and troubleshooting | | | | | | | | | | |
| Entra ID Architect | Entra, conditional access, RBAC, SSO architecture | | | | | | | | | | |
| Entra ID Engineer | Entra Connect, sync, SSO, identity troubleshooting | | | | | | | | | | |
| M365 Architect | Exchange, Teams, SharePoint, OneDrive architecture | | | | | | | | | | |
| Exchange Online Engineer | Mailbox, transport, rules, shared mailbox support | | | | | | | | | | |
| SharePoint Engineer | Sites, permissions, workflows, governance | | | | | | | | | | |
| Teams Engineer | Teams configuration, policies, apps, collaboration | | | | | | | | | | |
| OneDrive Engineer | Sync, access, data recovery coordination | | | | | | | | | | |
| Power Platform Specialist | Apps, flows, reports, workspace support | | | | | | | | | | |
| Dynamics 365 Specialist | Licensing, integration, environment support | | | | | | | | | | |
| Intune / MDM Engineer | Device management, app deployment, policies | | | | | | | | | | |
| Endpoint Engineer | Workstation, laptop, mobile, VPN support | | | | | | | | | | |
| Server Engineer | Windows Server, patching, roles, GPO | | | | | | | | | | |
| VMware / Broadcom Engineer | VM lifecycle, performance, capacity | | | | | | | | | | |
| Network Services Engineer | DNS, DHCP, certificates, printing support | | | | | | | | | | |
| Security Engineer | EPP, DLP, monitoring, incident support | | | | | | | | | | |
| GRC / Compliance Specialist | Compliance reporting, audit support, policy support | | | | | | | | | | |
| CMDB / Configuration Analyst | CI updates, documentation, change tracking | | | | | | | | | | |
| Technical Writer | Runbooks, knowledge articles, final documentation | | | | | | | | | | |
| Help Desk Technician | Service Desk support | | | | | | | | | | |
Ticket Pricing
| Optional Ticket-Volume Pricing |
| Purpose: Offerors shall complete this tab if they propose ticket-volume pricing for support augmentation. This section is optional unless required by the solicitation or a work order. Define what counts as a ticket, how reopened tickets are handled, and which severity levels are included. |
| Ticket Band | Monthly Ticket Volume | Pricing Method | Excess Ticket Price | Included Severity Levels | Included Resolution Scope | Minimum Monthly Commitment | Vendor Comments |
| Tier A | 1-25 tickets/month | | | | | | |
| Tier B | 26-100 tickets/month | | | | | | |
| Tier C | 101-250 tickets/month | | | | | | |
| Tier D | 251-500 tickets/month | | | | | | |
| Tier E | 501-1,000 tickets/month | | | | | | |
| Tier F | 1,001+ tickets/month | | | | | | |
Complexity Modifiers
| Operational Complexity Modifiers |
| Purpose: Offerors shall identify any proposed complexity modifiers. Modifiers may apply only when the stated trigger is met and approved in the work order. Offerors should not use modifiers to reprice ordinary Lot 3 support obligations already included in base, tower, or unit pricing. |
| Complexity Factor | Trigger / Condition | Modifier Basis | Applies to Which Price Components | Maximum / Cap | Vendor Comments |
| Multiple AD forests/domains | More than one forest or multiple domains/trusts | | | | |
| Multiple tenants | More than one M365 / Entra tenant | | | | |
| Hybrid environment | Material on-premises and cloud coexistence | | | | |
| 24x7 operations | Public safety, health, revenue, emergency operations | | | | |
| High endpoint diversity | Windows, macOS, iOS, Android, specialized devices | | | | |
| High application SSO dependency | More than 50 SSO or enterprise applications | | | | |
| High location count | More than 10 supported physical locations | | | | |
| Legacy infrastructure | Unsupported OS, legacy AD, legacy applications | | | | |
| High security event volume | Sustained elevated alert or ticket activity | | | | |
Evaluation Scenarios
| Evaluation Pricing Scenarios |
| Purpose: The State may use these sample support scenarios to compare offeror pricing. Offerors shall use the pricing methods they have chosen for the other tabs to complete the scenarios below. |
| Scenario | Description | Users | Endpoints | Mobile Devices | Servers | AD Domains | M365 Tenants | Support Hours | Security / Compliance | Ticket Volume / Month | Locations | Vendor Base Fees | Technology Towers Fees | Unit Support Pricing | Enhanced Support Options | Security/Compliance Pricing | Ticket Pricing (If applicable) | Complexity Pricing | Formula Completed Price | Evaluation Weight | Weighted Evaluated Price | Vendor Comments |
| A - Micro | 20 users; basic business-hours support; SCDIS-200 only | 20 | 25 | 5 | 1 | 1 | 1 | Business Hours | SCDIS-200 only | 10 | 1 | | | | | | | | $0.00 | 10.00% | $0.00 | |
| B - Small | 80 users; business-hours support; one additional framework | 80 | 120 | 30 | 5 | 1 | 1 | Business Hours | SCDIS-200 + one framework | 50 | 2 | | | | | | | | $0.00 | 15.00% | $0.00 | |
| C - Medium | 350 users; extended hours; CJIS or HIPAA | 350 | 500 | 150 | 25 | 2 | 2 | Extended Business Hours | CJIS or HIPAA | 150 | 5 | | | | | | | | $0.00 | 25.00% | $0.00 | |
| D - Large | 1,200 users; extended hours + after-hours critical; multiple frameworks | 1,200 | 1,800 | 600 | 90 | 5 | 3 | Extended + After-Hours Critical | Multiple frameworks | 400 | 15 | | | | | | | | $0.00 | 25.00% | $0.00 | |
| E - Very Large | 3,500 users; 24x7 critical; high complexity | 3,500 | 5,000 | 1,500 | 250 | 10 | 5 | 24x7 Critical | Multiple frameworks; high complexity | 900 | 30 | | | | | | | | $0.00 | 15.00% | $0.00 | |
| F - Mega | 6,000 users; 24x7 critical; multiple frameworks; 50 locations | 6,000 | 8,500 | 2,500 | 500 | 20 | 5 | 24x7 Critical | Multiple frameworks; 24x7 operations | 1,500 | 50 | | | | | | | | $0.00 | 10.00% | $0.00 | |
| Total Weighted Evaluated Price | | |
| Total | $0.00 |
Pricing Build-Up Worksheet A
| Work Order Pricing Formula and Build-Up: Scenario A |
| Purpose: This tab provides a worksheet that Offerors may use to work out their pricing for the Evaluation Scenarios tab. Offerors should use it to show how their support pricing is calculated from base fees, selected technology towers, unit charges above baseline, coverage premiums, security/compliance fees, governance fees, named resources, and approved complexity modifiers. |
| Pricing Component | Description | Pricing Source Tab | Quantity | Unit / Basis | Component Price | Vendor Comments |
| Monthly Base Support Fee | Base support fee for applicable agency band | Monthly Base Fees | | Band | $0.00 | |
| Selected Technology Tower Fees | Sum of selected support tower monthly fees | Technology Towers | | Towers | $0.00 | |
| Unit Charges Above Baseline | Supported objects above included baselines | Unit Support Pricing | | Units | $0.00 | |
| SLA / Coverage Premiums | Extended hours, after-hours, 24x7, onsite, or hybrid premiums | SLA Coverage | | Premiums | $0.00 | |
| Security and Compliance Support Fees | Security tools, DLP, Purview, threat, compliance support | Security Compliance | | Fees | $0.00 | |
| Governance / Reporting / CAB / CMDB | Reports, service reviews, CAB, CMDB, knowledge base | Governance Reporting | | Fees | $0.00 | |
| Named Resource Fees | Dedicated or semi-dedicated resource monthly charges | Named Resources | | Resources | $0.00 | |
| Approved Complexity Modifiers | Only State-approved modifiers triggered by work order | Complexity Modifiers | | Modifiers | $0.00 | |
| Transition-In Services | One-time transition-in and onboarding costs | Transition Services | | One-time | $0.00 | |
| Transition-Out Services | One-time transition-out and knowledge transfer costs | Transition Services | | One-time | $0.00 | |
| Approved Optional Services | Approved hourly or optional work | Labor Rates | | Hours | $0.00 | |
| Summary Metric | Formula / Value |
| Total Monthly Recurring Price | $0.00 |
| Total One-Time Price | ERROR:#REF! |
| Annualized First-Year Price | ERROR:#REF! |
Pricing Build-Up Worksheet B
| Work Order Pricing Formula and Build-Up: Scenario B |
| Purpose: This tab provides a worksheet that Offerors may use to work out their pricing for the Evaluation Scenarios tab. Offerors should use it to show how their support pricing is calculated from base fees, selected technology towers, unit charges above baseline, coverage premiums, security/compliance fees, governance fees, named resources, and approved complexity modifiers. |
| Pricing Component | Description | Pricing Source Tab | Quantity | Unit / Basis | Component Price | Vendor Comments |
| Monthly Base Support Fee | Base support fee for applicable agency band | Monthly Base Fees | | Band | $0.00 | |
| Selected Technology Tower Fees | Sum of selected support tower monthly fees | Technology Towers | | Towers | $0.00 | |
| Unit Charges Above Baseline | Supported objects above included baselines | Unit Support Pricing | | Units | $0.00 | |
| SLA / Coverage Premiums | Extended hours, after-hours, 24x7, onsite, or hybrid premiums | SLA Coverage | | Premiums | $0.00 | |
| Security and Compliance Support Fees | Security tools, DLP, Purview, threat, compliance support | Security Compliance | | Fees | $0.00 | |
| Governance / Reporting / CAB / CMDB | Reports, service reviews, CAB, CMDB, knowledge base | Governance Reporting | | Fees | $0.00 | |
| Named Resource Fees | Dedicated or semi-dedicated resource monthly charges | Named Resources | | Resources | $0.00 | |
| Approved Complexity Modifiers | Only State-approved modifiers triggered by work order | Complexity Modifiers | | Modifiers | $0.00 | |
| Transition-In Services | One-time transition-in and onboarding costs | Transition Services | | One-time | $0.00 | |
| Transition-Out Services | One-time transition-out and knowledge transfer costs | Transition Services | | One-time | $0.00 | |
| Approved Optional Services | Approved hourly or optional work | Labor Rates | | Hours | $0.00 | |
| Summary Metric | Formula / Value |
| Total Monthly Recurring Price | $0.00 |
| Total One-Time Price | ERROR:#REF! |
| Annualized First-Year Price | ERROR:#REF! |
Pricing Build-Up Worksheet C
| Work Order Pricing Formula and Build-Up: Scenario C |
| Purpose: This tab provides a worksheet that Offerors may use to work out their pricing for the Evaluation Scenarios tab. Offerors should use it to show how their support pricing is calculated from base fees, selected technology towers, unit charges above baseline, coverage premiums, security/compliance fees, governance fees, named resources, and approved complexity modifiers. |
| Pricing Component | Description | Pricing Source Tab | Quantity | Unit / Basis | Component Price | Vendor Comments |
| Monthly Base Support Fee | Base support fee for applicable agency band | Monthly Base Fees | | Band | $0.00 | |
| Selected Technology Tower Fees | Sum of selected support tower monthly fees | Technology Towers | | Towers | $0.00 | |
| Unit Charges Above Baseline | Supported objects above included baselines | Unit Support Pricing | | Units | $0.00 | |
| SLA / Coverage Premiums | Extended hours, after-hours, 24x7, onsite, or hybrid premiums | SLA Coverage | | Premiums | $0.00 | |
| Security and Compliance Support Fees | Security tools, DLP, Purview, threat, compliance support | Security Compliance | | Fees | $0.00 | |
| Governance / Reporting / CAB / CMDB | Reports, service reviews, CAB, CMDB, knowledge base | Governance Reporting | | Fees | $0.00 | |
| Named Resource Fees | Dedicated or semi-dedicated resource monthly charges | Named Resources | | Resources | $0.00 | |
| Approved Complexity Modifiers | Only State-approved modifiers triggered by work order | Complexity Modifiers | | Modifiers | $0.00 | |
| Transition-In Services | One-time transition-in and onboarding costs | Transition Services | | One-time | $0.00 | |
| Transition-Out Services | One-time transition-out and knowledge transfer costs | Transition Services | | One-time | $0.00 | |
| Approved Optional Services | Approved hourly or optional work | Labor Rates | | Hours | $0.00 | |
| Summary Metric | Formula / Value |
| Total Monthly Recurring Price | $0.00 |
| Total One-Time Price | ERROR:#REF! |
| Annualized First-Year Price | ERROR:#REF! |
Pricing Build-Up Worksheet D
| Work Order Pricing Formula and Build-Up: Scenario D |
| Purpose: This tab provides a worksheet that Offerors may use to work out their pricing for the Evaluation Scenarios tab. Offerors should use it to show how their support pricing is calculated from base fees, selected technology towers, unit charges above baseline, coverage premiums, security/compliance fees, governance fees, named resources, and approved complexity modifiers. |
| Pricing Component | Description | Pricing Source Tab | Quantity | Unit / Basis | Component Price | Vendor Comments |
| Monthly Base Support Fee | Base support fee for applicable agency band | Monthly Base Fees | | Band | $0.00 | |
| Selected Technology Tower Fees | Sum of selected support tower monthly fees | Technology Towers | | Towers | $0.00 | |
| Unit Charges Above Baseline | Supported objects above included baselines | Unit Support Pricing | | Units | $0.00 | |
| SLA / Coverage Premiums | Extended hours, after-hours, 24x7, onsite, or hybrid premiums | SLA Coverage | | Premiums | $0.00 | |
| Security and Compliance Support Fees | Security tools, DLP, Purview, threat, compliance support | Security Compliance | | Fees | $0.00 | |
| Governance / Reporting / CAB / CMDB | Reports, service reviews, CAB, CMDB, knowledge base | Governance Reporting | | Fees | $0.00 | |
| Named Resource Fees | Dedicated or semi-dedicated resource monthly charges | Named Resources | | Resources | $0.00 | |
| Approved Complexity Modifiers | Only State-approved modifiers triggered by work order | Complexity Modifiers | | Modifiers | $0.00 | |
| Transition-In Services | One-time transition-in and onboarding costs | Transition Services | | One-time | $0.00 | |
| Transition-Out Services | One-time transition-out and knowledge transfer costs | Transition Services | | One-time | $0.00 | |
| Approved Optional Services | Approved hourly or optional work | Labor Rates | | Hours | $0.00 | |
| Summary Metric | Formula / Value |
| Total Monthly Recurring Price | $0.00 |
| Total One-Time Price | ERROR:#REF! |
| Annualized First-Year Price | ERROR:#REF! |
Pricing Build-Up Worksheet E
| Work Order Pricing Formula and Build-Up: Scenario E |
| Purpose: This tab provides a worksheet that Offerors may use to work out their pricing for the Evaluation Scenarios tab. Offerors should use it to show how their support pricing is calculated from base fees, selected technology towers, unit charges above baseline, coverage premiums, security/compliance fees, governance fees, named resources, and approved complexity modifiers. |
| Pricing Component | Description | Pricing Source Tab | Quantity | Unit / Basis | Component Price | Vendor Comments |
| Monthly Base Support Fee | Base support fee for applicable agency band | Monthly Base Fees | | Band | $0.00 | |
| Selected Technology Tower Fees | Sum of selected support tower monthly fees | Technology Towers | | Towers | $0.00 | |
| Unit Charges Above Baseline | Supported objects above included baselines | Unit Support Pricing | | Units | $0.00 | |
| SLA / Coverage Premiums | Extended hours, after-hours, 24x7, onsite, or hybrid premiums | SLA Coverage | | Premiums | $0.00 | |
| Security and Compliance Support Fees | Security tools, DLP, Purview, threat, compliance support | Security Compliance | | Fees | $0.00 | |
| Governance / Reporting / CAB / CMDB | Reports, service reviews, CAB, CMDB, knowledge base | Governance Reporting | | Fees | $0.00 | |
| Named Resource Fees | Dedicated or semi-dedicated resource monthly charges | Named Resources | | Resources | $0.00 | |
| Approved Complexity Modifiers | Only State-approved modifiers triggered by work order | Complexity Modifiers | | Modifiers | $0.00 | |
| Transition-In Services | One-time transition-in and onboarding costs | Transition Services | | One-time | $0.00 | |
| Transition-Out Services | One-time transition-out and knowledge transfer costs | Transition Services | | One-time | $0.00 | |
| Approved Optional Services | Approved hourly or optional work | Labor Rates | | Hours | $0.00 | |
| Summary Metric | Formula / Value |
| Total Monthly Recurring Price | $0.00 |
| Total One-Time Price | ERROR:#REF! |
| Annualized First-Year Price | ERROR:#REF! |
Pricing Build-Up Worksheet F
| Work Order Pricing Formula and Build-Up: Scenario F |
| Purpose: This tab provides a worksheet that Offerors may use to work out their pricing for the Evaluation Scenarios tab. Offerors should use it to show how their support pricing is calculated from base fees, selected technology towers, unit charges above baseline, coverage premiums, security/compliance fees, governance fees, named resources, and approved complexity modifiers. |
| Pricing Component | Description | Pricing Source Tab | Quantity | Unit / Basis | Component Price | Vendor Comments |
| Monthly Base Support Fee | Base support fee for applicable agency band | Monthly Base Fees | | Band | $0.00 | |
| Selected Technology Tower Fees | Sum of selected support tower monthly fees | Technology Towers | | Towers | $0.00 | |
| Unit Charges Above Baseline | Supported objects above included baselines | Unit Support Pricing | | Units | $0.00 | |
| SLA / Coverage Premiums | Extended hours, after-hours, 24x7, onsite, or hybrid premiums | SLA Coverage | | Premiums | $0.00 | |
| Security and Compliance Support Fees | Security tools, DLP, Purview, threat, compliance support | Security Compliance | | Fees | $0.00 | |
| Governance / Reporting / CAB / CMDB | Reports, service reviews, CAB, CMDB, knowledge base | Governance Reporting | | Fees | $0.00 | |
| Named Resource Fees | Dedicated or semi-dedicated resource monthly charges | Named Resources | | Resources | $0.00 | |
| Approved Complexity Modifiers | Only State-approved modifiers triggered by work order | Complexity Modifiers | | Modifiers | $0.00 | |
| Transition-In Services | One-time transition-in and onboarding costs | Transition Services | | One-time | $0.00 | |
| Transition-Out Services | One-time transition-out and knowledge transfer costs | Transition Services | | One-time | $0.00 | |
| Approved Optional Services | Approved hourly or optional work | Labor Rates | | Hours | $0.00 | |
| Summary Metric | Formula / Value |
| Total Monthly Recurring Price | $0.00 |
| Total One-Time Price | ERROR:#REF! |
| Annualized First-Year Price | ERROR:#REF! |
Assumptions Exceptions
| Vendor Assumptions, Exceptions, Clarifications, and Exclusions |
| Purpose: Offerors shall disclose all assumptions, dependencies, exclusions, exceptions, minimum commitments, limitations, tool dependencies, staffing assumptions, and pricing conditions. Any Exception Taken or Clarification Requested elsewhere in the workbook should be explained here or in the relevant tab comments. |
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