DIR-CPO-4841
End-User IT Outsourcing Contract
Softtek has
solid capabilities and expertise enabling
the digital evolution
of government institutions through
the transformation and creation of
new digital capabilities and solutions.
For over 35 years, Softtek has been
working with public sector entities,
enabling their digital evolution with a
focus on streamlining inter-institutional
operation and citizen experience. Through
digital technologies and service models,
companies can modernize their technological
platforms, enable digital citizen services
and maximize the collection and spending
execution processes under strict budget
control and alignment to institutional
objectives.
End-User IT Outsourcing contract specifics
Softtek is pleased to be able to provide services to Texas state agencies, public institutions of higher education, public school districts and other local government entities under the Department of Information Resources (DIR) End-User IT Outsourcing contract.
This contract vehicle helps users save time and money, as a DIR customer, you receive discounted pricing with negotiated terms and conditions in compliance with state procurement rules.
Please
refer to the DIR Cooperative
Contracts Program page for an overview and
below to find additional information about the
Softtek services offered through
this program and how to obtain quotes and place a
purchase order.
For a full catalogue of services offered under
End-User IT Outsourcing , please follow End User IT Outsourcing
Services.
Contract specifics
Contractor: Softtek Integration Systems, INC
Contract number: DIR-CPO-4841
Vendor ID: 19118647403
Warranty Policy: Vendor
warrants that services will be performed in a
professional manner, consistent with industry
standards and in accordance with the description
in the applicable SOW in all material
respects.
Return Policy: Not applicable
Please ensure you reference DIR-CPO-4841 on all purchase orders.
Softtek End-User IT
Outsourcing Services offered
Management Services: The management of customer owned equipment or vendor provided equipment.
Provisioning of
equipment: Provisioning of Equipment
includes: desktops/workstations,
notebooks/portables, mobility devices,
end-user support servers, storage area
networks, networking, software, and
peripherals. Services include: management of
equipment procurement, equipment
configuration management, and provisioning
of equipment.
Desktop
Outsourcing Services: Services related to
desktop computers or laptops, 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
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
Installs/Moves/Adds/Changes (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.
- 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 (MAC) Services: Day-to-day technical on-site support services, including: option of Softtek 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.
Remote Support Services: Manage and provide remote support to “take over” and support a piece of equipment from a centralized location by Softtek's Personnel. Softtek provides 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. Softtek shall allow a Customer's authorized end-user to have electronic access to view and query Softtek's standard reports.
Break/Fix/Maintenance
Services: Manage support services, including
bearing any cost, for all equipment owned and
provided by Softtek This includes, 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 Softtek's
provided equipment, that include: 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
Mobility: Provision of internal end-user support for all mobile functionality. The mobile services include:
- Labor, facilities, systems, processes, management and connectivity
- Managing mobile devices, including bring your own device (BYOD) to securely work with the customer's network and base systems
- Managing mobile device connectivity service
- Problem categorization and logging
- Problem tracking and escalation
- Problem resolution
Hosted Virtual Desktop (HVD) Services: HVD service that can access applications from a centralized server, combined with a lower-cost desktop solution as the thin client.
Network Management Services: Manage and provide services for network related issues, to include, but not be limited to: connectivity troubleshooting, eliminating bottlenecks, and monitoring.
Software Services: Manage services for software including 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.
Contact information
For quotes and purchase orders contact:
Adriana Mendez
Phone:
+1 (404) 295-9774
Email:
adriana.mendez@softtek.com
