Statewide Term Contracts

Expert technical support services for Microsoft products and platforms. 

LOT 1
Lot 1 provides for the procurement and administration of Microsoft Unified Enterprise Support, the Original Equipment Manufacturer (OEM) support offering provided by Microsoft.  

LOT 2
Lot 2 provides for the procurement of alternative Third Party Microsoft Support services by qualified Microsoft Partners including: 
3.1    Proactive Maintenance (Base Support) 
3.1.1    Planned, preventive, and recurring activities to maintain stability, security, and performance of existing Microsoft platforms and products
3.1.2    Patch and update deployment
3.1.3    Configuration management and upkeep 
3.1.4    Preventive maintenance activities
3.1.5    Proactive monitoring and remediation
3.1.6    Performance tuning and operational optimization

3.2    Reactive Support (Base Support)
3.2.1    Incident-driven support to restore service following degradation or failure
3.2.2    Incident response and troubleshooting
3.2.3    Break/fix services and service restoration
3.2.4    Root-cause analysis
3.2.5    Coordination and escalation to Microsoft when required
3.2.6    Compliance with agreed service level agreements (SLAs)

3.3    Advisory and Knowledge Transfer (Base Support) 
3.3.1    Informational advisory and knowledge transfer that supports maintenance and support services
3.3.2    Operational health assessments and status reporting
3.3.3    Risk identification and best-practice guidance
3.3.4    Incident trend analysis and operational recommendations

3.4    Consulting, Design, Implementation, Integration and Training (Project Engagement) 
3.4.1    Consulting beyond operational advisory
3.4.2    Engineering, architecture, and solution design   
3.4.3    Implementation, deployment, and migration services
3.4.4    System integration services
3.4.5    Tenant redesigns, cutovers and modernization execution
3.4.6    User/administrator training 

Lot 1 - Microsoft Unified Enterprise Support

0% Mark Up on Microsoft US Public Sector Unified Support Published Price List 

Lot 1 - Microsoft Unified Enterprise Support

3% Mark Up on Microsoft US Public Sector Unified Support Published Price List 

Lot 1 - Microsoft Unified Enterprise Support

5% Mark Up on Microsoft US Public Sector Unified Support Published Price List

Lot 2 - Third Party Microsoft Support Services

Base Support services are provided through a three tiered scoping and pricing approach - Reactive Services (CTS) are delivered through CDW Technology Support and sold as predefined blocks of reactive support hours for a defined contract term, Proactive Maintenance and Informational Advisory & Knowledge transfer services are separate offerings not delivered under the CTS model and sold on a time and materials basis. 

*See Base Support Detailed Pricing attachment for more information.  

Project engagements outside of the Base Support scope will be delivered using the following fully burdened hourly rate schedule. 

Lot 2 - Third Party Microsoft Support Services

Base Support services are provided through an annual subscription-based managed support model, calculated based on the number of support hours included, and billed as a fixed monthly subscription price.  

Project engagements outside of the Base Support scope will be delivered using the following fully burdened hourly rate schedule. 

Lot 2 - Third Party Microsoft Support Services

Base Support services are provided through an annual subscription-based managed support model, calculated based on the number of support hours included, and billed as a fixed monthly subscription.

Project engagements outside of the Base Support scope will be delivered using the following fully burdened hourly rate schedule.