Microsoft Unified Support Services

The Vendor is required to provide to procure Microsoft Unified Support services to support the Agency’s enterprise Microsoft environment, including Azure, Microsoft 365, security, identity, data, and hybrid infrastructure platforms.
- Provide to ensure the continued reliability, availability, security, and operational continuity of the Agency’s Microsoft platforms through standardized Microsoft Unified Support services, proactive engineering capabilities, and escalation management.
- The Microsoft Unified Support agreement shall include the following agency-wide services, provided on an as needed basis and included:
•    Technical Support – 24x7 problem resolution support with access to Microsoft Customer Support Services (CSS) engineering resources.
•    Escalation Management – Assigned escalation management resources for critical incidents.
•    IT Health Services – IT health and risk assessments, including as-needed setup and configuration for on demand assessments.
•    Account Management – Designated Customer Success Account Manager (CSAM).
•    Success Programs – Structured, outcome-driven engagements to improve solution health, cloud adoption, security posture, and AI readiness.
•    Advisory Support – As-needed technical and architectural advisory support aligned with Microsoft best practices.
•    Technical Training – Access to on-demand training resources, including videos, hands-on labs, learning paths, and expert-led webcasts.
- Covered Technologies:
•    Microsoft Azure
•    Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive)
•    Windows Server and Windows Client
•    Active Directory / Entra ID
•    SQL Server
•    System Center (as applicable)
•    Power Platform (as licensed)
•    Microsoft security, identity, and compliance services
- Microsoft Unified Support
•    Provide firm-fixed annual pricing to the Agency for the Microsoft Unified Support Agreement.
•    Ensure the Unified Support agreement is established directly between Microsoft and the Agency, with the Contractor acting as an authorized reseller or facilitator, as applicable.
•    Manage payment and invoicing coordination between Microsoft and the Agency for each contract year.
•    Ensure annual renewals are prepared and executed prior to the applicable renewal dates for each contract year to prevent any lapse in coverage.
•    Deliver written confirmation and reporting to the Agency and Microsoft demonstrating that each renewal has been completed and Unified Support coverage remains active.
- Billing and Payment
•    Billing shall occur annually, aligned with each contract year
•    Invoices shall reference the contract number and coverage period
•    Payment shall be made in accordance with State payment terms
•    All payments are subject to the availability of funds