The original documents
Deadline: December 17, 2026
See the original on emma.maryland.gov
Bidding it yourself? Get the full package and submit on Maryland eMMA before December 17, 2026.
What they need
- CoverageOn-site Tier 1 and Tier 2 support, 24/7/365, including weekends and holidays; provide staffing and supervision necessary to meet service targets.
- WorkloadApproximately 9,000 users, 2,500–2,800 calls monthly, and 100 in-person visits monthly, plus requests through email, Teams, and EasyVista.
- ServicesRemote and deskside troubleshooting, hardware repair and installation, device configuration and refresh, mobile support, account access and password resets, ticket management, knowledge articles, and self-service improvements.
- EnvironmentWindows 11, Microsoft 365, Entra ID/Active Directory, Intune, Dell and Apple devices, and iOS/Android. Workspace, EasyVista, call distribution tools, and user equipment/spare parts are provided; include other required tools and materials.
- Service targetsAnswer calls within 60 seconds on average; at least 70% first-contact resolution, 90% basic resolution within eight hours, 99% availability, and 90% customer satisfaction; call abandonment below 5%.
- Personnel and transitionExperienced, appropriately certified technicians and a service desk manager; background checks before assignment. Assume full operations within 30 days of authorization and provide weekly status and monthly performance reports.
- Term and pricingTwo-year initial term plus two optional one-year extensions; estimated start May 3, 2027. Provide an all-inclusive fixed annual price and monthly fee for each year, including anticipated cost increases.
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XL Eagle