Tier-3 Technical Support Services

The contract requires the provision of direct, vendor-level Tier-3 technical support for a virtualization platform, focusing on advanced troubleshooting, root cause analysis, bug resolution, and effective escalation management. This service is critical to maintaining the integrity and performance of the government’s virtualization infrastructure, ensuring that complex technical issues are addressed by specialized experts with deep product knowledge. The support must be delivered at the highest level of vendor capability, with accountability for resolving incidents that cannot be handled by lower-tier support teams. The contract is classified as a subcontract under NAICS code 541512, which pertains to custom computer programming services, and is issued by Shared Services Canada on behalf of the Government of Canada. The solicitation was posted on April 29, 2026, with a response deadline of June 10, 2026. Performance is expected to take place across Canada, reflecting the national scope of the government’s IT systems. All work must comply with the standards and expectations of the Canadian public sector, and successful bidders will be expected to deliver reliable, responsive, and high-quality technical support to sustain mission-critical operations.