Microsoft Support RFP.


Get the Microsoft Support RFP template to evaluate support providers. Use the RFP
process to solicit third-party Microsoft support bids and save 30-50% by replacing Microsoft Premier/Unified Support.

Process  |  Criteria  |  Template  Government

Microsoft Support RFP - Request for Proposal

What is a Microsoft Support Request for Proposal (RFP)?

A Microsoft support request for proposal (RFP) is both the process and documentation used in soliciting bids for potential third-party Microsoft support services required by an enterprise or government agency.

The Microsoft Support RFP document typically outlines a statement of requirements (SOR) to be met by prospective respondents wishing to make a bid to deliver Microsoft support. It will cover Microsoft products and/or services to meet the given requirements.

The Microsoft Support RFP documentation found in the template (instant download) also covers the procurement process, evaluation criteria, commercial terms and conditions, timeliness and activities involved, and what respondents should include in their Microsoft Support RFP response.

What is Microsoft support RFP

MS Support RFP Criteria

MS Support RFP Criteria

You will find these highlighted RFP criteria in the full template available for download. These key Microsoft Support RFP Criteria also make an excellent vendor checklist for Microsoft Support Services.


24/7 global Microsoft helpdesk L1-L4 supporting all MSFT products.

At least 75% of total revenue derived from Microsoft support services.

Provider has demonstrable feature parity with Microsoft Premier/Unified Support.

All Microsoft support staff are domestic US persons (per ITAR 120.15)

Willingness to support end of life Microsoft products.


5+ years experience supporting Fortune 500 enterprises and Global 2000.

Validated independent third-Party Microsoft support provider by Gartner.

Minimum industries supported: Manufacturing, healthcare, financial, insurance, technology, government and education.


Simplified pricing and use model – one bucket of hours with discounting by volume.

Flexible negotiation, contracts, and Monthly Recurring Revenue (MRR) billing option.

Proof of Concept (POC) trials available to demonstrate capabilities.

Diversified supply chain sourcing via WBE and government WOSB status.

Ability to add hours mid-contract with no penalty.


Minimum 50% cost reduction and avoidance over next 3 years vs MS Premier/Unified.

3 or 5 year contracts to lock-in rates and anchor pricing predictability.

No additional charges for support ticket escalations to Microsoft.


Response time 30 min or less across all severities and MSFT SKUs.

Percentage of tickets escalated to Microsoft is 20% or less.

Time to resolution at least 25% faster than MS Premier/Unified.

Service Level Agreements (SLA) for response time and Microsoft escalations.


Triage team to route ticket by severity and technology.

Technical Account Managers (TAM) used instead of less capable CSAMs.

Single-sign on client portal with real-time visual KPI including TTR, escalation status, burn rate, ticket details, child-parent groups, POC, cloud outage notification, alerts on incident hour thresholds, hourly usage breakdown by technology and incident type, deep search on prior incident details.

Microsoft Support RFP Template

The Microsoft Support RFP template has everything you need to find the best alternative to Microsoft Premier/Unified Support.

Download the RFP template and use the detailed selection criteria to score third-party Microsoft Support providers across their capabilities, experience and value. Use the RFP to identify support providers and mitigate risk by identifying the most qualified provider to support your enterprise’s Microsoft technologies.

Save your procurement team hours of work. Start your due diligence and download the Microsoft Support RFP template today.

Microsoft support rfp template

Microsoft support RFP for Government

Microsoft Support RFP for Government

Requests for proposals (RFPs) are used in negotiated acquisitions to communicate Government requirements to prospective contractors and to solicit proposals.

Many state, local, and federal governments require RFP bids from multiple parties. Some give preference to certified diversity vendors via set asides and diverse business participation requirements for contracting assistance programs such as the US Small Business Administration’s Women-Owned Small Business (WOSB) Federal Contract program.

The federal government’s goal is to award at least 5% of all federal contracting dollars to women-owned small businesses each year.

The Contracting and Procurement teams at government organizations can download the Microsoft Support RFP template to facilitate the identification and qualification of government contractors capable of replacing Microsoft Premier or Unified Support, often at significant cost reduction and operational efficiency gain.

Get Microsoft Support for Less

Unlock Better Support & Bigger Savings

  • Save 30-50% on Microsoft Premier/Unified Support
  • 2x Faster Resolution Time + SLAs
  • All-American Microsoft-Certified Engineers
  • 24/7 Global Customer Support