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.