Germany - Help desk and support services

Description

The City of Bad Bramstedt has started to present its IT server infrastructure in Microsoft M365 through an external service provider and needs a Microsoft license agreement, as well as a user help desk.
The following services are required:- 120x E3 or equivalent according to Framework Agreement for Public Authorities (EA BMI) licenses- 80x E1 or F1/F3/equivalent according to EA BMI licenses for cloud-only users (<20% PC usage)- 200x E5/F5 or equivalent according to EA BMI security licenses (combination to E1,E3, F1, F3 to be considered)- Azure usage- MS Teams ad-on "Audio Conferencing"- Client Management (Windows 10 / 11 workstations)- Mobile Device Management (iPhone, iPad, Android)The number of licenses should be adjustable on a monthly basis (additions and departures of users).Due to the inflow and outflow of users, the number of licenses or clients actually required may vary from the quantities stated above. The following services are required:- Approximately 50 tickets per month for incidents, changes and requests - Acceptance of tickets via phone, email, self-service portal - Recording and documentation via ticket systemVariable services: - Issues - User Management AD - Software Deployment - Mobile Device Management & Endpoint Management- 2nd Level Remote and on-site Support (Mon-Fri)- Express Option Critical Support on-site within 0.5 business day (for a fee)- The following KPIs are desirable: 80% - phone reachability within 30 seconds, and maximum dwell time of tickets not resolvable at the Service Desk - 80% maximum 30 minutes- Service Report and Review monthly (Management Summary, KPI Dashboard)- Service Management to align continuous improvementThe deliverables should be adjustable on a monthly basis.

Opportunity closing date

15 August 2022

Value of contract

to be confirmed