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CC-1569 - USA (Texas) - Afterhours Managed Service and Solution - Deadline December 14,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1569

Government Authority located in Texas; USA based organization looking for expert vendor for afterhours managed service and solution.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide afterhours managed service and solution to provide county internal customers with tier I help desk support outside our primary support hours of 7am to 7pm, Monday through Friday.
- Additionally, we also require 24-hour support on Saturday and Sunday, to include coverage
for all County holidays in a calendar year
- The primary objective of this engagement is to ensure that a world-class customer service experience is provided to our supported customers
- Tier I phone support between the hours of 7pm and 7am Monday through Friday.
- 24-hour Tier I phone support on Saturday’s and Sunday’s, to include all County holidays.
- Monitor county ServiceNow instance for newly submitted incidents that require attention.
- Escalate any High or Critical requests to an On-Call resource via provided procedures and contacts
- Provide agreed upon reporting requirements, to include call and incident volumes
- Vendor resources must pass and maintain a favourable CJIS background check and annual training certification
- Service Level Agreements must be met to ensure an initial response time of calls 30secs and resolution time for a priority medium within 10 minutes for requests submitted during coverage hours
(2) Approximate call volume is about 500 calls per month, with an average of 260 incidents opened.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

Performance of the work will be offsite. Vendor needs to carry work in their office location.

Expiry Date : Saturday, 14 December, 2019

Category : Call Center and Answering, Software, System and Application

Country : USA

State : Texas

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