CanadaBuys #BPM025733

Shared Services Canada Solicits PagerDuty Maintenance and Support Services

Shared Services Canada (SSC) is seeking a contractor to provide maintenance and support services for PagerDuty products used in its national network and virtualization infrastructure. - Government Buyer: - Shared Services Canada (SSC), including Enterprise IT Procurement (EITP), Cyber Security, Networks & Satellites (CyNet), and Acquisitions and Supplier Relations offices - OEMs and Vendors: - PagerDuty (OEM) - Products/Services Requested: - Maintenance and support for PagerDuty software, licenses, and subscriptions - Service level: Professional (includes on-call scheduling, unlimited API calls, SSO, and integrations) - 24/7 incident response and escalation - End-user support, troubleshooting, and user assistance - Service availability monitoring and reporting - Knowledge resources, training sessions, and annual service request reports - Consolidation of all PagerDuty maintenance and support under a single contract - Quantities and Part Numbers: - No specific part numbers or quantities listed; inventory details referenced in Annex B - SSC may add up to 50% more hardware, software, or licenses during the contract - Unique or Notable Requirements: - Contractor must provide an Account Manager, escalation contacts, and a Service Guide within five business days of award - SSC reserves the right to remove equipment from the contract with 30 days' notice - All services are invoiced annually in advance - Compliance with supply chain integrity assessments is required - Only one contract will be awarded for all services

Description

Shared Services Canada (SSC) owns PagerDuty products used on its networking and virtualization technology infrastructure. SSC requires consolidation of all PagerDuty maintenance and support services, including software, licenses, and subscriptions, to maintain the functionality of the existing network infrastructure across Canada. The contract duration is 12 months with two one-year option periods. The contractor must provide 24/7 incident response, user support, service availability monitoring, knowledge resources, and regular reporting on service quality.

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