Tier 2 & 3 On-site & Cloud Server, Network and Backup Support

Scope:

The contractor will be expected to deliver on-premises and cloud-based server, network and backup services remotely, and in Consumer Protection BC’s Victoria and Burnaby offices, with the primary focus being the Victoria office working with the Business System and Solutions team.   

The contract for services will be for 2024, renewable on an annual basis with modifications mutually agreeable to both parties. Consumer Protection BC expects that any out-of-scope services required will be estimated, quoted and handled as additional service requests on an as-needed basis.  

The Contractor will be required to provide Consumer Protection BC with occasional planning, updating and other related meeting and reporting including:  

• Quarterly contract and service delivery reviews.  

• Monthly service and support activity reports.  

Persistent and real time tracking and reporting on service or trouble tickets through an online CRM or related platform.  

Service Onboarding:

The Contractor will provide up to 24 hours of upfront setup and orientation for their service team to understand Consumer Protection BC’s business.   

The setup and orientation will require collaboration between the Contractor and Consumer Protection BC in the discovery, remediation, and onboarding phases to ensure the Contractor has all the information and access needed to provide unparalleled support.  

Technology Services:

The Contractor will provide both on premise, and Azure Tier 2 and 3 cloud server, network, and backup support and management, as well as remote and onsite IT systems support where required. Consumer Protection BC does not require end-user support as these services are delivered internally. Services shall be consistent with the following outcomes:  

Server Management: 

On-premises and cloud Tier 2 and 3 server support services ensure that escalated issues are reviewed and resolved in timely fashion, so all systems are running at peak efficiency.  

• Response Time: a) Respond to critical Tier 2 issues within 2 hours, and to non-critical issues within 6 hours; b) Respond to critical Tier 3 issues within 2 hours, and to non-critical issues within 6 hours.
• Resolution Time: a) Resolve critical Tier 2 issues within 48 hours and non-critical issues within 5 business days; b) Resolve critical Tier 3 issues within 48 hours and non-critical issues within 5 business days. 
• Workaround Provision: If a critical issue cannot be resolved within the resolution time above, the support provider will implement a temporary workaround within 12 hours. 
• Availability and Support Hours: Collaborative and escalated after hours and weekend monitoring of supported servers and virtual machines. Tier 2 and 3 support available from 8:00 AM to 6:00 PM, Monday to Friday (excluding holidays), excluding scheduled maintenance windows. 
• Communication Protocols: In addition to ongoing dialogue and communication during an escalated issue, provide status updates to the client at least every 4 hours during the resolution of a Tier 2 or 3 issue.
• Customer Cooperation: The customer agrees to provide timely access to necessary systems and information required for issue resolution. 
• Review and Modification: SLAs will be reviewed annually, and adjustments may be made with mutual agreement. 

Network Management:

Tier 2 and 3 network support services ensure that escalated issues are reviewed and resolved in timely fashion, so all networks are running at peak efficiency.  

• Response Time: a) Respond to critical Tier 2 issues within 2 hours, and to non-critical issues within 6 hours; b) Respond to critical Tier 3 issues within 2 hours, and to non-critical issues within 6 hours. 
• Resolution Time: a) Resolve critical Tier 2 issues within 48 hours and non-critical issues within 5 business days; b) Resolve critical Tier 3 issues within 48 hours and non-critical issues within 5 business days. 
• Workaround Provision: If a critical issue cannot be resolved within the resolution time above, the support provider will implement a temporary workaround within 12 hours. 

• Availability and Support Hours: Collaborative and escalated after hours and weekend monitoring of supported servers and virtual machines. Tier 2 and 3 support available from 8:00 AM to 6:00 PM, Monday to Friday (excluding holidays), excluding scheduled maintenance windows. 

• Communication Protocols: In addition to ongoing dialogue and communication during an escalated issue, provide status updates to the client at least every 4 hours during the resolution of a Tier 2 or 3 issue. 
• Customer Cooperation: The customer agrees to provide timely access to necessary systems and information required for issue resolution. 
• Review and Modification: SLAs will be reviewed annually, and adjustments may be made with mutual agreement. 

Resilience, Backup and Disaster Recovery:

Consistent with the Consumer Protection BC Disaster Recovery Strategy, the Contractor will occasionally support Consumer Protection BC to ensure that data is backed up locally and to multiple Canadian data centres. The contractor may be required to offer additional support and assistance with escalated issues related to backup verifications and scheduled backup and recovery tests.