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.

Sirius DIR Contract Number: DIR-CPO-4765

Warranty Policy: 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.

Return Policy: Not applicable

VPAT: Not applicable

DIR Cooperative Contracts Program
Sirius DIR Contract DIR-CPO-4765 Link

Instructions to obtain quotes and placing Purchase Orders can be provided by Phyllis (PJ) Byrd at phyllis.byrd@siriuscom.com or 210-369-0617. Reference DIR contract number DIR-CPO-4765 when placing Purchase Orders.

Services Offered on the Contract

Management Services	The management of customer owned equipment or vendor provided equipment.
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: Deskside dispatch Hardware break/fix Installations, moves, adds and changes (IMAC) Remote server LAN/WAN (where applicable) Shrink-wrapped software (dispatched efforts) First-level application (dispatched efforts) Enterprise-specific (where required) IT asset inventory maintenance and process controls Backup and recovery processes Patch management Output management Hardware standards establishment Service desk (often included)
Support Services	Services provided in the course of providing Management Services.
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	Provide day-to-day technical on-site support services, to include, but not be limited to: option of Successful Respondent staff residing at a Customer location, assisting with complex problem identification, resolving complex issues which cannot be resolved by assistance of the help desk, installation of emergency hardware/software fixes, troubleshooting, physical relocation of equipment, continuing equipment modifications or upgrades, installation/de-installation, packing/unpacking of equipment, and swaps/replacement of equipment. Successful Respondent shall be capable of providing the services described for volume-based projects that affect several end-users as may be necessary throughout the term of a Customer’s Supplemental Agreement.
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.
Technology Services	Specific applications or technology centered processes.
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.