Microsoft Support Services

The City of Surrey is soliciting proposals for Microsoft Support Services under solicitation number 1220-030-2026-064. The scope of work involves providing all labor and services necessary to support a suite of technologies, including Microsoft 365, SharePoint Online, Power Platform, Dynamics 365, and Windows Server. The service model is based on providing 100 support incidents per year, with a limit of five critical or severity-A responses, while the remaining incidents cover standard operational, administration, configuration, troubleshooting, advisory, and support requests. Proponents must define their standards for response times, available support hours, and communication channels via a support portal. To qualify, proponents must be enrolled in and maintain good standing with the Microsoft Premier Support for Partners program. Required certifications include Workers Compensation Board coverage, a City of Surrey or Intermunicipal business license, and registration with the Registrar of Companies in British Columbia. Proposals must include a comprehensive set of schedules covering the proposed agreement, statement of departures, experience and resources, technical services, and a financial proposal. Payment terms are generally based on a net 30-day basis. The procurement process is managed by Sunny Kaila, Manager of Procurement and Payables, with submissions handled through the BC Bid and City websites.