Revised ATTACHMENT G- Microsoft Support Services -Enterprise Coverage (CATEGORY 2 REQUIREMENTS) RFP 758 2400000439-06142024.docx
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- Attached to
- Microsoft Support Services RFP REBID
- Solicitation number
- RFP 758 2400000439 4
- Issued by
- Kentucky
About this file
This document is Attachment G of RFP 758 (2400000439), issued by the Commonwealth, and outlines the requirements for Microsoft Support Services under Category 2 (Enterprise Coverage). The Commonwealth seeks a comprehensive vendor to provide holistic support services covering all aspects of Microsoft enterprise solutions, including cloud deployments licensed under the agency's COT ELA/SCE agreement. The required services encompass incident response with 24x7 prioritized problem resolution, proactive services to improve IT infrastructure health, service delivery management, security services including cybersecurity incident response and investigative support, engineering and architecture advisory services, monitoring solutions with incident pattern recognition, planning services including infrastructure and security assessments, implementation services for design and deployment acceleration, maintenance services, health and assessment services evaluating against Microsoft best practices, optimization services for technology investment utilization, development support assistance, reactive problem resolution support, solutions architect services, and event management services during critical business events such as deployments, migrations, and high-load scenarios. The Commonwealth prefers onsite delivery where feasible; however, remote delivery is permitted unless expressly designated as onsite or subject to additional fees.
The document does not specify pricing terms, contract duration, renewal options, set-asides, incumbent vendors, funding sources or amounts, or response deadlines. The requirements emphasize that vendor services should provide unrestricted coverage across all areas where Microsoft solutions are deployed, with no limitations on the scope of assistance available to the Commonwealth.
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ATTACHMENT G Revised 06142024
RFP 758 2400000439
Microsoft Support Services – Enterprise Coverage (Category 2) Requirements
The vendor should provide the following services for Category 2:
Microsoft Support Services – the vision is a comprehensive set of support and service practices to cover all aspects of the enterprise, including cloud solutions where Microsoft products are in use.
Category 2 is based on holistic coverage of Microsoft solutions licensed under an agency’s the COT ELA/SCE including cloud deployments.
· Incident response – immediate assistance to troubleshoot and resolve issues with deployed Microsoft solutions.
· Proactive services help improve the health of IT infrastructure and operations.
· Service Delivery Management to facilitate planning and implementation.
· Prioritized 24x7 problem resolution services to provide rapid response to minimize downtime.
· Security services – investigative services and guidance to enhance security measures.
· Engineering and architecture advisory services – assistance and guidance for building and enhancing applications with feature rich capabilities.
Monitoring services: Delivery of monitoring solutions and recommendations for tuning incident management processes to assist with pattern recognition, incident reviews, and mitigation design.
Proactive services: Assistance in preventing issues in Microsoft environments. The Commonwealth prefers Onsite delivery, but this option may not be available for all proactive service offerings. Remote delivery will be allowed unless otherwise agreed in writing and for an additional fee or unless expressly sold as an onsite service.
Planning services: Provide assessments and reviews of infrastructure, data, application and security environments to help plan remediation, upgrade, migration, deployment or solution implementation based on desired outcomes.
Implementation services: Provide technical and project management expertise to accelerate 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 service delivery to help ensure resource availability.
Health & Assessment services: Assessment of design, technical implementation, operations or change management of Microsoft technologies against Microsoft recommended practices.
Optimization services: Focus on the goals of optimal utilization of technology investment. Optimization services may include remote administration of cloud services, optimizing the adoption of Microsoft product capabilities by end users and ensuring a robust security and identity posture.
Development Support Assistance: Provide help in creating and developing applications that integrate Microsoft technologies on the Microsoft platform, specializing in Microsoft development tools and technologies, and is sold as a quantity of hours listed on your Work Order.
Reactive services: Immediate assistance towards resolving issues in Microsoft environments that include oversight of support incidents to drive timely resolution and high quality of support delivery.
Problem Resolution Support: Assistance for problems with specific symptoms encountered while using Microsoft products includes troubleshooting a specific problem, error message or functionality that is not working as intended for Microsoft products.
Service Delivery Management: Track/report all service requests.
Solutions Architect/Engineering services: Development focused support resources that will deliver strategic advice and guidance to accelerate innovation and drive efficiency throughout system lifecycles.
Event Management services: Provide enhanced support during critical planned business events. Perform an assessment of the event and solution in scope, provide recommendations to mitigate risks and will be available 24x7 during the defined event coverage period.
Critical Business Events examples:
· Predictable High load on an existing solution
· Deployment of a new feature or solution
· Migrations (on-prem or cloud driven)
Cybersecurity Incident Response: Provide investigation services and guidance to help evaluate cyber-attack scope, containment, and restorative actions for critical systems. These services help to reduce the risk of targeted cyberattacks and better mitigate the damage caused by a security crisis.
General requests for assistance or service: Reactionary services, proactive assistance, roadmap initiative, security guidance, monitoring or optimizing enhancements or engineering/architecting practices, etc. The vision of service to the Commonwealth should not have any limitations. Assistance to cover all areas where Microsoft solutions are in use.
File details come from the government source that posted it. Updated .