WP4165 Microsoft Unified Support Services

The Council now requires an equivalent modern and comprehensive support solution for the full Microsoft product set. Core components of the Council's technology environment, such as user authentication, rely entirely on Microsoft platforms. For example, all user logins are held within Azure Active Directory. If Azure Active Directory were to fail, staff would be unable to access the Council's network, which would in turn block access to all systems including the critical systems listed above. It is therefore essential that the Council can access direct, timely and authoritative support from Microsoft at any time in order to prevent, mitigate or quickly resolve any major issues.

The Council needs a support agreement for Microsoft technologies and services to ensure continuity of service.

The support agreement shall provide:

24/7 technical support; giving the Council direct access to Microsoft Support Services which will respond to critical issues within 30 minutes.

as needed advisory services

on-demand (customer initiated) health assessments and operational surveys

Technical training paths (customer initiated)

In addition, the support agreement will provide:

An Enhanced Designated Engineering (EDE) for 200 hours which can be used to help the Council to get the most value from existing and future investment in Microsoft technology. The Council will proactively contract manage usage of this through monthly reporting and ensure value for money is obtained.

120 Hours Access to Microsoft's Dart -Detection and Response Team, is a specialized cybersecurity unit within Microsoft that focuses on incident response and proactive security services.

A sub-2-hour response time is within the SLA, hours may also be used proactively (previously this was a separate product quoted at 100K per annum)

2 Days of custom workshops on any subject

In year 1 a series of delivery focused AI workshops designed to accelerate adoption and maximize the value of Microsoft 365 Copilot