ITB 5/2023 Microsoft Premier Contract Replacement (Support Services)

ILO requires a vendor for providing Support Services for Microsoft technologies: • Provide Microsoft Problem Resolution Services for all Microsoft products • Assistance for resolving issues encountered while using and likely caused by Microsoft products. • Initial response to Incident requests within agreed SLA's (Service Level Agreements), Incident Prioritization. • Incident resolution and coordination with any other vendors necessary to resolve Microsoft support issues. • 24 x 7 access to qualified support engineers with a preference of operations staff located in CET Time zone. • Support language should be mandatory in English: French or Spanish is a nice to have. • Collect, track and manage service requests and tickets. • Escalation management and expedited escalation process within ILO. • Escalation to Microsoft and coordination of escalations when needed.