What the buyer needs
AI summaryThe City requests proposals for Microsoft support services to deliver enterprise-level technical support, incident management, and escalation management directly or via Microsoft Premier Support for Partners. The required scope supports complex hybrid and cloud-based Microsoft products and services, including Microsoft 365, Entra ID, Exchange Online, Teams, SharePoint Online, OneDrive, Intune, Azure, Windows Server, Windows desktop operating systems, SQL Server, and Power Platform. Only Canadian onshore organizations may participate, and the selected contractor will perform work offsite. An evaluation team appointed by the City assesses submissions based on experience, reputation, resources, and statements of departures to select the most advantageous offer. Proponents must submit proposals digitally via email or online.
Scope of work
- Technical support for issues affecting Microsoft products and services
- Critical incident management for business-critical incidents
- Escalation services and escalation paths
- Problem management and root cause analysis
- Regular reporting and project milestone delivery
- Transition and onboarding activities prior to service commencement
- Enterprise-level incident and escalation management
How proposals are evaluated
| Criterion | Weight / scoring |
|---|---|
| Experience, Reputation and Resources | Not specified |
| Technical Proposal (Services and Time Schedule) | Not specified |
| Financial Proposal | Not specified |
| Statement of Departures | Not specified |
Minimum qualifications
- Experience serving the Canadian public sector
- Maintain participation and good standing in the Microsoft Premier Support for Partners program throughout the term of the Agreement
- City of Surrey or Intermunicipal business license
- Workers Compensation Board registration
Documents to include with your response
- Schedule C – Form of Proposal
- Schedule C-1 – Statement of Departures
- Schedule C-2 – Proponent's Experience, Reputation and Resources
- Schedule C-3 – Proponent's Technical Proposal (Services)
- Schedule C-4 – Proponent's Technical Proposal (Time Schedule)
- Schedule C-5 – Proponent's Financial Proposal
- Attachment 1 – Privacy Protection Schedule
- Attachment 2 – Confidentiality Agreement
- Certificate of Insurance
- Workers' Compensation Board registration number
How to submit
- Method
- Electronic via email
- Instructions
- Submit in a single pdf file by email to [email protected]. Maximum file size is 10Mb.