# IT Support RFP Template

Free template from Missan Global. Latest version and guidance: https://www.missanglobal.com/it-support-rfp-template/
Replace everything in [square brackets]. Delete any line that does not apply.

## 1. About this RFP

- Issuing organisation: [legal name, trade licence number, address]
- Purpose: to appoint a provider of managed IT support and related services for [scope summary].
- Single point of contact for all questions: [name, role, email]. Do not contact other staff about this RFP.
- Confidentiality: responses and this document are confidential and used only for this evaluation.

## 2. Timetable

- RFP issued: [DD/MM/YYYY]
- Clarification questions due: [DD/MM/YYYY]. Answers are shared with all bidders.
- Site visits (optional, by appointment): [date range]
- Responses due: [DD/MM/YYYY, time, timezone] to [email or portal]
- Shortlist presentations: [date range]
- Award and contract start: [DD/MM/YYYY]

## 3. Your organisation today

_Give bidders the facts they need to price accurately. Vague scope produces padded bids._

- Users: [number], of which remote or travelling: [number]
- Sites: [list with city and number of users at each]
- Devices: [number of laptops, desktops, mobiles, printers]
- Servers and storage: [number, on-premises or cloud, virtualisation platform]
- Network: [firewalls, switches, Wi-Fi, internet links per site]
- Business applications: [ERP, accounting, line-of-business systems, who supports each today]
- Email and collaboration: [for example Microsoft 365 plan and number of licences]
- Current support arrangement and contract end date: [in-house, provider, mix]
- Ticket volume over the last 12 months, if known: [number per month, top categories]

## 4. Scope of services

_Mark each line as Required, Optional (price separately) or Out of scope._

- Service desk: channels (phone, email, portal, chat), languages and support hours [specify days and times].
- On-site support: which sites, how often, and response time to attend.
- Device management: setup, patching, encryption, asset register, joiners and leavers.
- Server, storage and network monitoring and maintenance.
- Microsoft 365 or other cloud tenant administration.
- Security: endpoint protection, email security, MFA, vulnerability management, security awareness training.
- Backup and disaster recovery: what is backed up, how often, retention, and scheduled restore tests.
- Licensing and procurement: hardware and software purchasing, renewals tracking.
- Projects: how project work (moves, upgrades, migrations) is quoted and approved.
- Vendor management: dealing with internet providers, printer vendors and software suppliers on our behalf.
- Documentation: network diagrams, passwords vault, runbooks, kept current and owned by us.

## 5. Service levels

- Priority definitions: [P1 to P4 with examples for your business].
- Response and resolution targets per priority, and the hours they apply in.
- How SLA performance is measured, reported and evidenced each month.
- Service credits or remedies if targets are missed.
- Escalation path with named roles on both sides.

## 6. Security, data and compliance

- Where our data is stored and processed, and by whom, including subcontractors.
- How the bidder handles our administrator credentials and privileged access.
- Alignment with UAE Personal Data Protection Law (PDPL) and any sector rules that apply to us [specify].
- Certifications or audits the bidder holds, with evidence.
- Incident notification: how quickly and through whom we are told of a security incident.
- Background checks for staff with access to our systems.

## 7. Transition and exit

- Onboarding plan: discovery, documentation, handover from the current provider, and the timeline.
- What the bidder needs from us during transition.
- Exit terms: notice period, handover of documentation, credentials and data, and any exit fees.

## 8. Commercials

_Ask every bidder to use the same price schedule so bids can be compared line by line._

- Pricing model: per user, per device, fixed monthly fee or a mix, and what each unit includes.
- One-off onboarding costs, separately.
- Rates for out-of-scope and project work.
- Price review terms over the contract period.
- Payment terms and invoicing frequency.
- Contract length and renewal terms.

## 9. About the bidder

- Company details: legal name, trade licence, years trading, locations.
- Who will deliver the service: team structure and named account contact.
- Vendor partnerships relevant to our environment, with evidence.
- Three references from organisations of a similar size or sector, with contact details.
- One example of a transition from another provider, and what was learned.

## 10. Evaluation and response format

- Evaluation criteria and weighting: [for example service fit 35%, security 20%, transition 15%, price 20%, references 10%].
- Response structure: follow the section numbers in this RFP, with a page limit of [number].
- Mandatory attachments: price schedule, sample monthly report, sample SLA, insurance certificates.
- Validity: prices valid for [number] days from the response deadline.