Description
Washtenaw Community College seeks a vendor to provide comprehensive third‑party support for its Microsoft 365 A5 environment (≈1,800 seats) and related services. The contractor must assume full case ownership, deliver 24 × 7 incident response with defined severity‑based response times, and support Exchange, SharePoint, Teams, OneDrive, Entra ID, Intune, Defender, Purview, and any future Azure workloads. Mandatory deliverables include a signed security‑standards attachment, quarterly performance reviews, and adherence to the college’s minimum security controls. The base contract runs for 12 months with up to four one‑year renewal options.
• Provide end‑to‑end Microsoft 365 tenant administration, break/fix, and escalation handling.
• Maintain 24 × 7 support with severity‑based SLA (15 min for critical outages).
• Conduct quarterly reviews, reporting, and optional proactive advisory services.