R -- Sole Source Award MS Support Agreement

1. REQUIREMENTS: The U.S. Small Business Administration (SBA) intent to sole source a requirement for an annual subscription to Microsoft Corporation's Premier Support Services. The Premier Support Services program is designed to provide enterprise customers with direct, high-level technical services, support, and account management. Since Microsoft applications are used through-out the SBA, only Microsoft Premier Support can provide direct access to Microsoft software developers and proprietary source codes for current and future support. The SBA requires Microsoft to provide assistance for problems when specific symptoms are encountered while using any and all MS products when an immediate resolution is required. Support Assistance includes: short-term advice, guidance and knowledge transfer for issues reported; and support provided remotely. Problem resolution support must be available 24 hours a day, 7 days a week. SBA intends to award a multi-year contract to include one base year and three option years. Specific items to be acquired are as follows: a)TAM Services: This includes up to 400 hours of a TAM's time (Technical Account Manager) for proactive, technical consulting and account management services; b) Technical Support: 25 Support Incidents, including Hot Fixes, Critical Problem Alerts, Multi-vendor Coordination, Monthly Status Meetings; and c) Technical Information Services: This includes News Flashes, Expert Roundtable Participation Unlimited-user ServiceDesk license (an unlimited number of users may access the World Wide Web site exclusive to Premier customers. Two account numbers are issued; one for access to information only, and the second to submit online service requests.), One Microsoft TechNet Plus Subscription (single server), a 3 day on site workshop lasting 90 hours for up to 6 seats, One MSDN Subscription, with named contacts. THIS IS NOT A REQUEST FOR COMPETITIVE PROPOSALS. See Note 22.