Microsoft Enterprise Services

Description du marché

Microsoft Enterprise Services (Unified Enterprise Support Services) pour la période du 4 avril /2024 au 3 avril 2025 Contenant: Reactive support helps resolve issues in Lottery Microsoft environment and include prioritized problem resolution services to provide rapid response to minimize downtime. This must include: _Problem Resolution Support provides assistance for problems with specific symptoms encountered while using Microsoft products, where there is a reasonable expectation that the problem is caused by Microsoft products. Problem Resolution Support and request for support may be submitted via telephone or electronically through an online support website portal. _Advisory Support: Phone-based support on short-term (limited to six hours or less) and unplanned issues for IT Professionals. Advisory Services may include advice, guidance, and knowledge transfer intended to help us deploy and implement Microsoft technologies in ways that avoid common support issues and that can decrease the likelihood of system outages. _Support Assistance provides short-term advice and guidance for problems not covered with Problem Resolution Service as well as requests for consultative assistance for design, development and deployment issues; including infrastructure support, supportability reviews, application development and access to lab facility to assist with product development, testing, and migration activities; Service Delivery Management (Support Account Management) activities help to build and maintain relationships between the Lottery management and service delivery staff as well as to oversee escalation management and managing the elements of the support offering to meet Lottery business requirements. Proactive services (limited to 355 credits) which help maintain and improve the health of the lottery infrastructure and operations. This must include: _Maintenance services help prevent issues in lottery Microsoft environment and are typically scheduled in advance of the service delivery to help ensure resource availability _Optimization services focus on the goals of optimal utilization of the Microsoft technology investment. These services may include remote administration of cloud services, optimizing the adoption of Microsoft product capabilities by end users and ensuring a robust security and identity posture _Education services provide specialized training that help to enhance lottery support staff’s technical and operational skills through either onsite, online or on-demand instruction. These include specialized workshops, which help prevent problems, increase system availability and assist with creating products and solutions based on Microsoft technologies, and specialized training, which includes how we can best plan for, deploy, manage, and maximize productivity of existing and future Microsoft products.

Pouvoir adjudicateur

Secteur d'activité

Services de technologies de l'information, conseil, développement de logiciels, internet et appui