Microsoft Unified Support Services

The Vendor is required to provide comprehensive Microsoft platform support services to replace the current Microsoft unified support.
- This engagement is to secure high-quality, responsive, and cost-effective technical, advisory, and proactive services across both organizations’ Microsoft environments.
- Break/Fix and Technical Support for incident resolution, troubleshooting, and root cause analysis across the following platforms.
- Microsoft’s Products:
•    Server Operating Systems including all roles and features
•    Hyper-V
•    WSUS / Windows Updates
•    Active Directory
•    Entra Services – including but not limited to PIM, Conditional Access, Enterprise Applications, External ID, Business to Consumer (B2C), Entra Connect (formerly Azure AD Connect), Entra Private Access, Entra Identity Governance 
•    SQL Server
•    SharePoint
•    Azure Services including but not limited to IaaS, PaaS, SaaS
•    Windows Desktop OS including all features and applications (Microsoft Edge etc)
•    Teams Phone (VOIP)
•    Microsoft 365 (M365) Services – including but not limited to: Word, Excel, PowerPoint, OneNote, Exchange Online, SharePoint Online, Teams, OneDrive
•    System Center Configuration Manager (SCCM) and Intune
•    Exchange and Exchange Online
•    System Center Operations Manage (SCOM)
•    Power Platform, including Power BI and Copilot Studio
•    Azure Synapse, Fabric
•    Azure APIM
•    Microsoft Defender Product Suite
•    Microsoft Sentinel
•    Azure DevOps Services and Azure DevOps Online
•    Microsoft Purview
•    Microsoft Copilot
•    Dynamics 365
•    Microsoft Teams Rooms (MTR) and Surface Hubs.
- Cybersecurity Incident Response
•    Focuses on MS Clouds (Azure, MS 365, and Windows environments) and OnPrem workloads
•    Determines Root Cause Analysis. And deep technical analysis beyond basic triage. 
•    Provides containment and remediation guidance. 
•    Must be a rapid response for critical incidents. 
•    Must have a structured escalation plan and path to MS for complex cases.
- Proactive Advisory and Expert Services (On Demand, Add-On)
•    Planning and Proof of Concept Services – Solution design assistance, technical validation, and implementation planning.
•    System Risk and Health Services – Environment health checks, performance tuning, and risk mitigation assessments.
•    Educational and Training Services – Training sessions, workshops, and knowledge transfer to build internal capability.
•    Strategic Planning and Architecture Reviews – Help with long term planning, modernization efforts, road mapping and architectural reviews.
•    Cost Optimization – Governance and optimization of licenses and workloads.

- Contract Period/Term: 3 years
- Questions/Inquires Deadline: December 11, 2025