Microsoft Unified Support Services

The Vendor is required to provide Microsoft unified support services to provide support and guidance to agency on the implementation of Microsoft products.
- Requirement:
• On-demand enterprise advisory support hours: access to senior technical advisors who provide guidance, best practices, architecture recommendations, and strategic input for enterprise it environments.
• On-demand enterprise cloud platform issue resolution support: technical troubleshooting and problem resolution for cloud platform services (e.g., virtual machines, identity, networking, storage).
• Focused on resolving operational issues as they arise.
• Enterprise on-demand technical assessments: a structured evaluation of an environment, workload, or configuration.
• Typically includes health checks, risk identification, optimization recommendations, and readiness assessments
• Enterprise on-demand assessments (setup and configuration services): hands on technical assistance to help set up, configure, or optimize specific technologies or workloads
• Enterprise on-demand training and knowledge development: access to training resources, workshops, or expert led sessions designed to improve staff skills in cloud, infrastructure, security, or application technologies.
• Enterprise online support portal access: a centralized portal where customers can submit and track tickets, access documentation and knowledge bases, view service history, and manage support contracts and entitlements.
• On-demand enterprise technical problem resolution support: general technical troubleshooting for enterprise systems, applications, or infrastructure.
• Cover break and fix scenarios, error investigation, and remediation guidance.
• Enterprise reactive support management: coordinated handling of reactive incidents to include prioritization, escalation, communication, and case oversight.
• Ensure incidents are managed efficiently and consistently.
• Enterprise service delivery management: a dedicated service manager who shall oversee the support relationship, provide reporting, coordinate service activities, and ensure alignment with organizational goals.
• Enterprise webcasts as-needed: access to live or recorded technical sessions covering new features, best practices, product updates, and operational guidance.
• Reactive enabled contact: ability to contact support engineers for unplanned issues, outages, or urgent troubleshooting needs.
• Azure IaaS support technology advisor: a designated advisor specializing in cloud infrastructure who provides guidance on architecture, optimization, governance, and operational best practices.
• Azure support technology advisor and as-needed onsite visits: a dedicated cloud advisor who provides ongoing guidance plus a defined number of onsite visits for workshops, architecture reviews, troubleshooting, and strategic planning.