Managed Services for IT

Service Offerings
A. Services available under this Contract are limited to the End-User IT Outsourcing Services as specified below. Vendor may incorporate changes to their services offering; however, any changes must be within the scope of the RFO and services awarded based on the posting described in Section 1.B (Compliance with Procurement Laws) in the contract. Vendor may not add services which were not included in the Vendor's response to the solicitation described in Section 1.B.
Note: DIR-TSO-3820 does not have a Warranty or Return policy since it is a services contract.

End-User IT Outsourcing Categories
This Contract is for services only. No hardware or software products may be sold under this Contract. Any products needed to deliver final services must be procured through another contract vehicle.

Customers shall order the Services by execution of a Statements of Work (SOWs). Vendors shall respond by demonstrating qualifications and experience for each engagement. The value of any one SOW may not exceed $1 million. (Note: Senate Bill 20 requirements apply to state agencies). At a minimum, each SOW will describe the service levels. From responses Customer will determine best value. The Sample SOW format and service level examples are shown in Appendix C. Services that can be included to provide End-User IT Outsourcing solutions are set forth below. Some services may be unavailable as service components, at the discretion of the Vendor.

Management of telecommunications services  is the management of customer
owned equipment or vendor provided equipment. Services that can be included
to provide a total Managed Services Solution are set forth below:
Management Services The management of customer owned equipment or vendor provided equipment.
Provisioning of Equipment   This category includes any information technology equipment that may be made commercially available within the current and future technology marketplace that addresses a business need of a Customer. Equipment includes, but is not limited to:
  • desktops/workstations
  • notebooks/portables
  • mobility devices
  • end-user support servers
  • storage area networks
  • networking, software, and peripherals
Services shall include, but not be limited to:
  • management of equipment
  • procurement, equipment
  • configuration management, and
  • provisioning of equipment.
Vendor must be capable of provisioning equipment using standard configurations developed by Customer. Vendor shall be responsible for bearing the cost of acquisition or lease costs that may be applicable in the procurement process and for IT equipment that may be required by a Customer.

Desktop Outsourcing Services   This category includes services related to desktop computers (or laptops acting in the role of desktops), desktop hosting servers, the underlying network infrastructure, the processes and the organization. Desktop support services include:
  • Deskside dispatch
  • Hardware break/fix
  • Installations, moves, adds and changes (IMAC)
  • Remote server
  • LAN/WAN (where applicable)
  • Shrink-wrapped software
  • (dispatched efforts)
  • First-level application
  • (dispatched efforts)
  • Enterprise-specific (where
  • required)
  • IT asset inventory maintenance and process controls
  • Backup and recovery processes
  • Patch management
  • Output management
  • Hardware standards establishment
  • Service desk (often included)
Asset Tracking Services   Maintain a central asset  management system to maintain  tracking of Vendor owned equipment to include, but not be limited to: physical location, user, software licenses, maintenance  records, and end of Agreement term dates. Information should be updated as necessary to account for IMAC, maintenance, and  deskside support. The system should also be used for tracking any services that are provided on Customer owned equipment that may be applicable to a Supplemental Agreement.

Support Services   Services provided in the course of providing Management Services.
Service Desk  

Manage and supply a toll-free telephone number, email address, or web-based application for a Customer to report maintenance issues, trouble-tickets, and request other how-to assistance as necessary. Process must include a timely confirmation of receipt of all Customer reports and a resolution status of all service requests submitted.
IT service desk is defined as the provision of internal end-user support for all IT services and includes:

  • Labor, facilities, systems, processes, management and connectivity for service desk support
  • First-level and second-level support
  • Problem categorization and logging
  • Problem tracking and escalation
  • Problem resolution
  • Remote access and resolution
On Site Support &
Moves/Adds/Changes (MACs) Services

Provide day-to-day technical on-site support services, to include, but not be limited to:

  • option of Vendor staff residing at a Customer location, assisting with complex problem identification,
  • resolving complex issues which cannot be resolved by assistance of the help desk,
  • installation of emergency hardware/software fixes, troubleshooting,
  • physical relocation of equipment,
  • continuing equipment modifications or upgrades,
  • installation/de-installation,
  • packing/unpacking of equipment,
  • and swaps/replacement of equipment.
  • Vendor should be capable of providing the services described for volume-based projects that affect several end-users as may be necessary throughout the term of a Customer's Supplemental Agreement.

Remote Support Services   Manage and provide Vendor remote support to "take over" and support a piece of equipment from a centralized location by Vendor personnel. Vendor shall provide phone support to assist in resolution of problems from a location that is remote to the end-user Customer.
Standard and Ad Hoc Reporting and Documentation  

Produce various types of reports via online or hard copy as may be required by a Customer. These may include, but not be limited to:

  • number of problems/calls logged,
  • number of dispatch calls, and
  • resolution time frames. Vendor
  • shall allow a Customer's
  • authorized end-user to have
  • electronic access to view and
  • query Vendor's standard reports.
Break/Fix/Maintenance Services  

Manage support services,
including bearing any cost, for all equipment owned and provided by the Vendor. This would include, but not be limited to:

  • time and materials maintenance,
  • troubleshooting,
  • on-site support function, and
  • upgrading of equipment as needed to provide any new technology features.

Unwind/End of Engagement Services
  Manage the de-installation and packaging of Vendor provided equipment, to include but not be limited to: providing a plan to manage the unwind of the services, and removal of hard drives to be left with a Customer for destruction
Technology Services   Specific applications or technology centered processes.
Network Management Services   Manage and provide services for network related issues, to include, but not be limited to: connectivity troubleshooting, eliminating bottlenecks, and monitoring. For DIR eligible telecom Customers, telecommunications connectivity
services will be achieved through the DIR consolidated
telecommunications system, TEX-AN.
Software Services   Manage services for software to include, but not be limited to:
software configuration management, patches, automated distribution, imaging creation, and imaging implementations
Security Services   Manage security services as applicable to the equipment as
described within Item 1,
Provisioning of Equipment and Procurement Services, that may be provided. To include, but not be limited to: firewalls, passwords, and data protection, equipment shipped in a default secure configuration, and option to keep a hard drive is required within the applicable equipment configuration. DIR reserves the right to promulgate standards in relation to security services and such standards will be discussed with vendors selected for negotiation.

How to Order

For product and pricing information, contact Marcus Montemayor at 512-206-0583.

Generate a purchase order, made payable to AT&T Corporation. You must reference the DIR Contract Number on your purchase order.

E-mail your purchase order and quote form to your AT&T sales representative.

DIR's Cooperative Contracts Website

DIR's DIR-TSO-3820 Website

AT&T Contract with DIR

Appendix C - Sample Statement of Work


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