24x7x365 Technical Support & Help Desk

The contract requires continuous technical support services to be provided daily from 7:00 AM to 8:00 PM EST, with a commitment to respond to all service calls within 24 hours and resolve issues no later than 48 hours after receipt. Monthly progress reports must be submitted to document the status of support activities, issue resolution rates, and overall service performance. Although the contract title suggests 24x7x365 coverage, the actual support window is limited to a 13-hour daily period, indicating that off-hours coverage is not required. The solicitation is classified as a subcontract under NAICS code 541519, which covers other computer-related services, and is managed by the Department of Veterans Affairs through the Technology Acquisition Center NJ. The response deadline for proposals is July 16, 2026, and the work is expected to be performed at an unspecified location under the agency’s jurisdiction.