PPCC SS 16-776 Microsoft Premier Support Services

This is a Scope of Work document for the Pikes Peak Community College (PPCC) in Colorado establishing requirements for Microsoft Premier Support Services. The procurement seeks comprehensive technical support and maintenance services for Microsoft products and systems across the institution. The contract is designed to provide priority access to Microsoft support resources, including emergency response capabilities, proactive monitoring, and strategic planning assistance. PPCC requires continuous support services to maintain optimal performance of its Microsoft infrastructure and applications. The contract term extends for an initial period with provisions for renewal options to ensure sustained service continuity and support for the college's technology operations.

The pricing structure is based on tiered support levels corresponding to the complexity and criticality of supported systems, with costs determined through Microsoft's Premier Support pricing model. The contract establishes service level agreements addressing response times for critical, high, and standard priority issues. PPCC will receive dedicated support engineers, quarterly business reviews, and access to Microsoft knowledge resources. The services encompass all Microsoft platforms in use at the institution, including operating systems, productivity software, and cloud-based solutions. Funding for these services derives from PPCC's operational and technology budgets allocated for enterprise software support and maintenance. This arrangement ensures the college maintains current, vendor-supported systems while minimizing downtime and optimizing technology investments.