RFI for Product Line Help Desk Tier 2 & Deployment Support 2.0 - Sources Sought

The buyer seeks a vendor to deliver product line help desk Tier 2 and deployment support 2.0. The vendor must operate the desk from 6:30 am to 12:30 am Eastern Time Monday through Friday and 6:30 am to 6:30 pm Eastern Time on Saturdays for Tier 2, 3, or 4 issues. Additionally, the required scope includes establishing transition governance, points of contact, communication protocols, schedules, milestones, dependencies, escalation procedures, meetings, and reporting requirements. The buyer requires the vendor to evaluate existing services, processes, workloads, tools, environments, and outstanding activities to maintain service continuity. The vendor must also receive, inventory, review, and validate all relevant business, programmatic, operational, and technical documentation. The buyer restricts eligibility to onshore USA organizations only and requires offsite work performance. Vendors can submit responses digitally by email or online. The buyer requests a proposal for the budget. The text provides no evaluation criteria or key dates.