ESBD_547568_1786129380999_Exhibit C Contract Marketing Customer Support Plan for Services June 2026.docx

Department of Information Resources Request for Offer COOP2026SOL-00008 Cabling Services and Related Products

Exhibit C Contract Marketing and Customer Support Plan for Services

COOP2026SOL-00008

Cabling Services and Related Products

Exhibit C Response Instructions:

The information should be well organized and sufficiently detailed to answer each question.

The response to the entire Exhibit C may not be longer than 6 pages. Evaluators must be able to find the full answer to each question within the response for each question.

Respondents may not reference information in a separate question/exhibit/attachment as part of their response to each question.

Information provided by the Respondent that goes beyond the 6-page limit will not be reviewed or considered during the evaluation of your response.

Respondents may not include links to external sites or links to other sections of their response within their response to any questions.

Respondents may not include marketing materials in their response.

Respondents may use non-marketing visuals in their answer to a question, but the entire response to, including any visuals, must remain within the 6-page limit to be reviewed and considered during the evaluation of your response.

Exhibit C – Org Chart and Exhibit C – SLA of Exhibit C are not included in the 6-page limit. Respondents may not include links to external sites or links to other sections of their response within their response to Exhibit C – Org Chart and Exhibit C – SLA. Respondents may not reference information in a separate question/exhibit/attachment as part of their response for Exhibit C – Org Chart and Exhibit C – SLA.

Contract Marketing

1) Contract Marketing Plan

Provide a comprehensive marketing strategy outlining how your company intends to promote and sell each of the proposed offerings included in this RFO to DIR Eligible Customers during the initial eighteen months as a DIR contract holder.

The marking plan must include:

· Clearly defined target customer segments

· Which DIR Eligible Customers you are targeting (agencies, higher ed, local government, etc.).

· How these segments differ in needs of the services in this RFO Scope.

· Why these segments are strategically important.

· How the marketing approach will differ for each segment.

· Specific marketing activities with monthly timelines

· What specific marketing actions will occur each month (emails, campaigns, webinars, outreach, events).

· How these activities align with the RFO’s goals and DIR customer needs.

· The sequence and pacing of activities (not one‑time plans).

· How marketing and sales will work together across the timeline.

· The resources allocated to each activity;

· Who will do the work (roles, teams, or partners).

· How much staffing is assigned to each activity.

· What tools, platforms, or systems will be used.

· Whether the resource plan is realistic and sustainable.

· Measurable performance targets (e.g., number of engagements, conversion rates, campaign reach); and

· What metrics you expect to achieve each month.

· What “success” looks like in numbers (not just descriptions).

· How these metrics relate to adoption, utilization, and customer engagement.

· Whether the targets are realistic, meaningful, and tied to outcomes.

· The KPIs and reporting methods your company will use to track progress and validate results.

· What KPIs you will track to ensure the plan is working (pipeline, leads, response rates, utilization, etc.).

· How progress will be monitored (dashboards, monthly reports, reviews).

· How you will validate that the marketing plan is driving real customer usage and value.

DIR Eligible Customers

· Texas State Agencies

· Public and Private Institutions of Higher Education

· Public and Private School Districts (K-12)

· Local Governments

· Assistance Organizations

· Public Hospitals

· Public Institutions outside of Texas For a complete list of DIR eligible customers, refer to the DIR website information on eligibility, located here: Customer Eligibility | Texas Department of Information Resources.

2) Current or Pending Contracts Impacting Marketing Capacity

Provide a clear, factual description of all current or upcoming contracts that may influence your ability to market this DIR Contract.

If your company does not have any other current or upcoming contracts, clearly state as such in your response and provide your plan should you at any point in the future be awarded another contract that may influence your ability to market this DIR Contract.

Your response must include:

· Customer segment type (State agency, Local government, etc.) and contract term (if applicable).

· Measurable resource requirements (e.g., staffing counts, hours per week, workload percentages).

· Key deadlines, renewal cycles, or major deliverables that may overlap with the DIR contract period.

Your overview must be specific, evidence based and limited to information that directly impacts marketing or resource availability should you be awarded a DIR contract.

Customer Support Plan

3) Sales Delivery, Order Processing, and Ongoing Support

Provide a detailed and measurable description of your company’s end‑to‑end processes for sales, order processing, and ongoing customer support for DIR Eligible Customers across Texas.

Your response must include:

· Defined team roles, staffing levels, and coverage models, including Texas‑specific support capacity.

· A precise map of the delivery organization: roles, headcount, skills/certifications, hours of coverage, and where people are located, especially any Texas‑based capacity.

· Documented workflows for sales intake, order processing, and support delivery.

· Quantifiable service‑level commitments (e.g., response‑time targets, resolution‑time targets, order‑processing timelines).

· The technology platforms used (CRM, ticketing, automation tools) and how each platform supports accuracy, throughput, and customer experience.

· The monitoring, reporting, and escalation processes used to ensure consistent service quality. Include what steps are taken to resolve customer issues.

4) Account Management Team Overview

Provide a clear, factual description of the team that will manage the State’s account, should a contract be awarded. Include:

· The titles and functions of all proposed account management personnel.

· Relevant professional experience directly tied to contracts of similar size, scope, or complexity.

· Measurable staffing information such as FTE allocations, coverage hours, escalation responsibilities, and role specific duties.

Your description must demonstrate the team’s capacity and readiness to support DIR Eligible Customers.

5) Geographic Footprint and Support Locations

Describe your company’s physical and operational presence supporting this contract. Your response must include:

· All office locations, work sites, partner facilities, and subcontractor sites.

· The specific services each location provides (e.g., service desk, field support, provisioning, escalation, program/project management).

· Measurable staffing levels or functional distributions per location.

This section must clearly show how each site contributes to statewide service delivery and contract performance.

Exhibit C – Organizational Structure, Roles, and Contract Support Model

Label as Exhibit C – Org Chart does not count in the overall page limit for Exhibit C.

Organizational Chart

Provide an organizational chart clearly identifying the team that will support the DIR Contract. Clearly label and identify the following. Where necessary to convey the ability to support the contract with the staff and resources allocated, provide a brief narrative of that position/team’s direct responsibility on the contract.

Your Organization Chart must clearly include and labeled to identify:

· All organizational units involved in delivering the contract.

· The chain of command and reporting hierarchy.

· Defined lines of accountability for service delivery, resource sourcing, and contract management.

· Positions that will support the scope of the RFO.

Exhibit C - Service Level Agreement (SLA) Requirements and Operational Commitments

Label as Exhibit C – SLA does not count in the overall page limit for Exhibit C.

Provide one Sample Service Level Agreement (SLA) from a current customer (customer names and specific identifying information may be redacted).

Or

Provide a sample SLA that reflects your organization’s standard service commitments.

The SLA must be complete, contract ready, and must clearly address each of the following required service areas:

1. Onboarding Process for New Users

• Step-by-step onboarding procedures

• Defined timelines for account creation

• Any verification, approval, or communication steps

• Measurable onboarding SLAs (e.g., hours, business days)

2. Service Request Intake and Handling

• How service requests are submitted (phone, portal, email, automated alerts)

• Prioritization rules and triage workflows

• Response and resolution KPIs by severity level

• Any customer-facing communication expectations

3. Escalation Process for High Priority Issues

• Escalation tiers with corresponding roles and authority

• Triggers that initiate escalation

• Measurable timelines for escalation at each level

• Communication and status update requirements

4. Hours of Operation

• Standard operating hours

• Extended or after‑hours coverage, if applicable

• Holiday or emergency coverage rules

• On‑call expectations or commitments

5. Guaranteed Response and Resolution Times

• Response times by severity level

• Resolution or workaround timelines

• SLA adherence targets (percentages)

• Reporting cadence (monthly, quarterly)

6. Contract Management and Service Continuity Requirements

• The roles responsible for contract management and service quality oversight

• Escalation and communication steps tied to continuity events

<END OF EXHIBIT C >

Exhibit C Contract Marketing Customer Support Plan Page 2 of 8 Version 1.0 Rev. 6/01/26