SPS-02244 Microsoft Service Support

Location

Edinburgh

Description

The SPS require the provision of support for its MS based portfolio. This shall include but is not limited to the following: -Technical Support – Organisation wide 24/7 problem resolution support – As needed without limit on hours spent resolving or number of incidents. -Backoff and escalation to Microsoft for Critical / escalated incidents if the bidder is unable to resolve. -Escalation Management – Named resource assigned for critical issues. -IT health – On Demand assessments and Operational Surveys, including setup and configuration services (Numbers/costs to be detailed in tender) -Account Management – Designated Customer Success Account Manager -Optional Technical Training – On demand Videos, hands on labs, learning paths and expert led webcasts. (Numbers/costs to be detailed in tender)

Total Quantity or Scope

SPS procured and awarded this project via the Scottish Government DPS for Digital Technology and Cyber Services- Lot 1 (Digital Technology Projects and Services). An Invitation to Quote (ITQ) was published by SPS via the Public Contracts Scotland - Tender (PCS-T) portal and was made available to all suppliers on the DPS. Quote responses were then evaluated by the SPS in accordance with the ITQ Guide to Scoring.

Award Detail

Award Criteria

CPV Codes

• 72000000 - IT services: consulting, software development, Internet and support

Indicators

• Award on basis of price.

Legal Justification

SPS utilised the Mini-Competition route via the Scottish Government DPS for Digital Technology and Cyber Services– Lot 1 (Digital Projects and Services).

Other Information

(SC Ref:807440)