Basic Information

Reference Number

00004579518

Issuing Organization

British Columbia Energy Regulator

Solicitation Type

RFP - Request for Proposal (Formal)

Solicitation Number

215520

Title

RFP21126001 Microsoft Support

Source ID

SCRIBE

Details

Location

British Columbia

Purchase Type

Not Stated

Dates

Publication

2025/06/03 10:53:00 AM EDT

Closing Date

2025/06/30 05:00:00 PM EDT

Contact Information

BCER Procurement

procurement@bc-er.ca

Description

The BCER seeks a proponent to provide Microsoft support services.

The successful proponent will demonstrate the capability to efficiently create and manage support tickets and service calls in accordance with Information Technology Infrastructure Library (ITIL) Service Level Agreement (SLA) standards. This includes the ability to log, track, and escalate incidents and service requests, ensuring that each issue is addressed with comprehensive technical guidance and expertise. The support services must incorporate clear SLA commitments, specifically outlining both a minimum time frame first response time and a defined time-to-resolution for each ticket, to ensure timely and effective issue management.
Additionally, preference will be given to respondents who can provide support through multiple modalities-such as phone, email, web portal, and live chat-enabling users to access assistance through their preferred communication channel. This multi-modal approach is intended to enhance user experience, increase accessibility, and ensure rapid response to critical issues.

Disclaimer

All amendments to the associated notice, including amended documents, plans and specifications (where applicable), are issued on bcbid.gov.bc.ca. MERX asks that you refer to new bcbid.gov.bc.ca notice for these amendments. MERX stipulates that potential bidders may also be required to register with the buying authority as a bidder/plan taker. The contact information can be found within the notice abstract.