For purposes of this scope of work, the terms “IT Service Center” and “Service Center” are used interchangeably and refer to the Contractor-operated IT support center described herein. The term “Contractor” used throughout this scope of work refers to the awarded firm. The term “Contract” used throughout this scope of work refers to the anticipated contract issued to the awarded firm. The Contractor must provide IT Service Center services to support all prospective and current University of Maryland Global Campus (“UMGC”) students, faculty (globally), and staff (Stateside). The IT Service Center must serve as the primary point of contact for all questions and issues from the UMGC community related to learning technology, applications, hardware, software, mobile devices, and other technical support needs. The Contractor will ensure the IT Service Center accurately and efficiently resolves and closes at least 90% of all incoming calls, emails, and chats on the first contact. The IT Service Center shall maintain robust reporting and escalation procedures to promptly report and alert UMGC of any new issues, patterns, or emerging trends. All IT Service Center services described in this scope of work must be delivered remotely. The Contractor’s personnel may operate from their own facilities, including remote or home offices, provided all UMGC security, confidentiality, and performance requirements are met. No on-site support at UMGC locations is required or permitted unless explicitly authorized in writing by UMGC.
