Texas DIR – End User IT Outsourcing (Managed Services)

Sirius Computer Solutions offers End-User IT Outsourcing (managed services) for information technology assets through this contract. Managed services include provisioning of equipment, desktop outsourcing services, on site support & moves/adds, changes (MAC) services, remote support services, standard and ad hoc reporting and documentation, mobility, hosted virtual desktop services, network management services, software services and security services. Contracts may be used by state and local government, public education, other public entities in Texas, as well as public entities outside the state. Other eligible customers include ERCOT, LCRA, private schools, and volunteer fire departments. Resellers are not available for this contract.

Please reference the DIR contract number DIR-CPO-4765 on all Purchase Orders and Requests for Quotes. Instructions to obtain quotes and placing Purchase Orders can be provided by Michelle McDaniel at michelle.mcdaniel@siriuscom.com or 210-369-8086.

Provisioning of Equipment
This category includes any information technology equipment that may be made commercially available within the current and future technology marketplace that addresses a business need of a Customer.  Equipment includes, but is not limited to: desktops/workstations, notebooks/portables, mobility devices, end-user support servers, storage area networks, networking, software, and peripherals. Services shall include, but not be limited to: management of equipment procurement, equipment configuration management, and provisioning of equipment. Successful Respondent must be capable of provisioning equipment using standard configurations developed by Customer. Successful Respondent shall be responsible for bearing the cost of acquisition or lease costs that may be applicable in the procurement process and for IT equipment that may be required by a Customer.

Desktop Outsourcing Services

This category includes services related to desktop computers (or laptops acting in the role of desktops), desktop hosting servers, the underlying network infrastructure, the processes and the organization.

Desktop support services include:

Service Desk

Manage and supply a toll-free telephone number, email address, or web-based application for a Customer to report maintenance issues, trouble-tickets, and request other how-to assistance as necessary.  Process must include a timely confirmation of receipt of all Customer reports and a resolution status of all service requests submitted.

IT service desk is defined as the provision of internal end-user support for all IT services and includes:

• Labor, facilities, systems, processes, management and connectivity for service desk support
• First-level and second-level support
• Problem categorization and logging
• Problem tracking and escalation
• Problem resolution
• Remote access and resolution

On Site Support & Moves/Adds/Changes (MAC) Services

Manage and supply a toll-free telephone number, email address, or web-based application for a Customer to report maintenance issues, trouble-tickets, and request other how-to assistance as necessary.  Process must include a timely confirmation of receipt of all Customer reports and a resolution status of all service requests submitted.

IT service desk is defined as the provision of internal end-user support for all IT services and includes:

• Labor, facilities, systems, processes, management and connectivity for service     desk support
• First-level and second-level support
• Problem categorization and logging
• Problem tracking and escalation
• Problem resolution
• Remote access and resolution

Remote Support Services

Manage and provide remote support to “take over” and support a piece of equipment from a centralized location by Successful Respondent personnel.  Successful Respondent shall provide phone support to assist in resolution of problems from a location that is remote to the end-user Customer.

Standard and Ad Hoc Reporting and Documentation

Produce various types of reports via online or hard copy as may be required by a Customer.  These may include, but not be limited to: number of problems/calls logged, number of dispatch calls, and resolution time frames.  Successful Respondent shall allow a Customer’s authorized end-user to have electronic access to view and query Successful Respondent’s standard reports.

Mobility

This category defines mobility as the provision of internal end-user support for all mobile functionality.

The mobile services include:

• Labor, facilities, systems, processes, management and connectivity
• Managing mobile devices, including bring your own device (BYOD) to securely work with the customer’s network and base systems
• Managing mobile device connectivity service
• Problem categorization and logging
• Problem tracking and escalation
• Problem resolution

Hosted Virtual Desktop (HVD) Services

HVD service that can access applications from a centralized server, combined with a lower-cost desktop solution as the thin client.

Network Management Services

Manage and provide services for network related issues, to include, but not be limited to: connectivity troubleshooting, eliminating bottlenecks, and monitoring.  For DIR eligible telecom Customers, telecommunications connectivity services will be achieved through the DIR consolidated telecommunications system, TEX-AN.

Software Services

Manage services for software to include, but not be limited to: software configuration management, patches, automated distribution, imaging creation, and imaging implementations

Security Services

Manage security services as applicable to the equipment as described within Item 1, Provisioning of Equipment, and, Procurement Services, that may be provided.  To include, but not be limited to: firewalls, passwords, and data protection, equipment shipped in a default secure configuration, and option to keep a hard drive is required within the applicable equipment configuration.  DIR reserves the right to promulgate standards in relation to security services and such standards will be discussed with Successful Respondents selected for negotiation.

Sirius warrants that Sirius will perform Managed Services in a professional manner and in accordance with the description in the applicable SOW in all material respects.

Not applicable

Not applicable