Contract Vehicle 

Under this contract, ESEI will provision desktops/workstations, notebooks/portables, mobility devices, end-user support servers, storage area networks, networking, software, and peripherals. Provisioning services shall include, but not be limited to: management of equipment procurement, equipment configuration management, and provisioning of equipment. We will provision equipment as per customer specifications and/or standards in order to maintain consistency of systems across the IT environment. Under this contract we can provide our customers with equipment under leasing agreements.

For all the equipment covered under this contract, i.e. desktops, workstations, laptops notebooks/portables, mobility devices, end-user support servers, storage area networks, networking, software, and peripherals we will we will provide the following support services:

• 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)

ESEI will maintain a central asset management system to track client equipment to include, but not be limited to: physical location, user, software licenses, maintenance records, and end of Agreement term dates. We will update the information as necessary to account for IMAC, maintenance, and deskside support. We use the same system to track any equipment that is provided under lease agreements.

ESEI will receive and process trouble tickets that come through our ticketing system and/or via telephone. Customer end users will use our trouble ticketing system to report maintenance issues, enter trouble-tickets, and request for assistance as necessary. We will respond to all trouble tickets within sixty (60) minutes of receipt. Our IT Help Desk will categorize the ticket as per our Service Level Agreement (SLA). End-user support services include:

• 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

ESEI will provide customers with technical onsite support services, to include, but not be limited to: option for our 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.

ESEI will provide remote end user support services to “take over” and support a piece of equipment from a centralized location by our Help Desk personnel. Our remote support will be provided from our main office in El Paso, TX.

ESEI will maintain customers abreast of our performance by producing and delivering various types of reports via online or hard copy that may include, but not be limited to: number of problems/calls logged, number of dispatch calls, and resolution time frames.

As part of our support to our Customers, we will provide time and materials maintenance, troubleshooting, on-site support function, and upgrading of equipment services as needed to provide any enhanced technology features.

As part of our support to our Customers, we will provide a plan to manage the unwind of services, and removal of hard drives to be left with the Customer for destruction.

This category defines mobility as the 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

ESEI will manage and provide services for network related issues, to include, but not be limited to: connectivity troubleshooting, eliminating bottlenecks, and monitoring. ESEI will work with Customer network provider to troubleshoot issues.

ESEI will manage Customer line-of-business software to include, but not be limited to: software configuration management, patches, automated distribution, imaging creation, and imaging implementations. ESEI assumes Customer will have a maintenance contract with Software Developer.

ESEI will provide manage security services to Customer as applicable to the equipment as described in the Provisioning of Equipment and Procurement Services section. Security services will 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.