CC-1998 - USA (Michigan) - Off-Hours Information Technology Answering Service - Deadline July 23,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1998

Government Authority located in Michigan; USA based organization looking for expert vendor for off-hours information technology answering service.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide off-hours information technology answering service and remote off-hour desk services.
- The answering service must provide a toll-free number that students, faculty and staff can call or SMS text 24 hours a day, 365 days per year, including holidays.  
- A call answering service solution that will promptly answer calls during non-business hours from college staff and students. Once a predefined call threshold has been met for calls and messages reporting the same issue, the service will contact the appropriate college on-call technician via SMS text (or his or her back-up if the primary contact does not answer within 30 minutes) using a pre-defined and prioritized call tree. A SMS text message must also be sent to a group of pre-defined IT management for awareness.
- Non-business hours
i. U.S. holidays (full 24 hours)
ii. 7 PM to 7:00 AM: Monday, Tuesday, Wednesday and Thursday evenings.  
iii. 5:30 PM Friday evening through 7 AM Monday
A. Remote Off-Hour Service Desk Services:
- The service desk staff also provides simple, basic student support during business hours to assist them with O365 licensing issues, account lockouts, password resets, etc.
- Perform call documentation and triage routing via commercial incident management system.
- Remote business hours
i. 7 PM - Midnight: Monday, Tuesday, Wednesday and Thursday.  
ii. 5:30 PM - midnight Friday
iii. 9 AM to 9 PM Saturday and Sunday
- Non-business hours
i. U.S. holidays (full 24 hours)
ii. Midnight - 7:00 AM: Monday, Tuesday, Wednesday and Thursday
iii. Midnight Friday evening through 9 AM Saturday
iv. 9 PM Saturday - 9 AM Sunday
v. 9 PM Sunday - 7:30 AM Monday
(2) All questions must be submitted no later than June 18, 2021.

[C] Eligibility:

- Onshore (USA Organization Only);

[D] Work Performance:

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

Expiry Date : Friday, 23 July, 2021

Question Answer Deadline : Friday, 18 June, 2021

Category : Call Center and Answering

Country : USA

State : Michigan

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