Desktop Support

Objectives

Deploy Windows 11 globally to corporate end users and retail divisions in production.

· The goal is a production ready Windows 11 solution. The solution must be thoroughly tested with a defined process, and signed off by leadership, EUC engineers, and global region contacts.

· Project Management services are needed to ensure the project goals are defined, managed, and completed.

· Company also seeks Windows Technicians to support end users in the United States with Windows 11 upgrades.

· We will provide the Services defined in this section, to be confirmed during project planning.

NOTES:

See the Project Roles and Responsibilities section to view Company and resources needed to deliver the project.

Any timelines, dates, and delivery schedules provided here are estimates only, and are subject to change.

Service Areas within Scope

Windows 11 HyperCare Support

Estimated Duration: December 2024 through October 2025

Windows Technician Role – support end users during in-place and new Windows 11 device upgrades.

· Multiple resources expected, full time coverage, and duration to support the end user Windows 11 upgrade schedules.

· Windows technicians to work onsite in Company designated offices such as in New Jersy or New York on specified dates and times.

o On-site analysis, diagnosis, and resolution of complex desktop problems for end users.

· Windows technicians to provide remote Windows 11 upgrade support. Includes project defined technical scopes and defined communication channels (i.e. phone, email, chat, etc.)

· Assist with developing the in-place upgrade process and desired support approach.

· Support end users with Windows device setup:

o Work with users to run the project defined Windows 11 in-place upgrade procedure(s).

o Troubleshoot Windows 11 upgrade related issues.

§ Examples – Windows boot, Windows in-place upgrade questions or issues, connectivity issues, peripheral device, and upgrade related application issues.

o Escalate issues to Windows engineers that are beyond the defined end user support boundary.

· Log and track issues related to Windows 11 upgrades. Project management will utilize tracked issues to escalate them to the Windows engineers and inform status to project leadership.

· Collaborate with third-party support and PC equipment vendors as needed to address Windows 11 deployment related issues. Examples include Microsoft, Original Equipment Manufacturer (OEM), other PC software or hardware. As directed by the project or role responsibilities.

Windows 11 Upgrade Issue Support Process

· During Windows 11 in-place upgrades or when end users receive a new Windows 11 device:

o The resource can provide both proactive (how to) and reactive (break/fix) technical support related to Windows 11 upgrades.

o During upgrading to Windows 11, Migrate LLC will provide Windows technician(s) to support the resolution of Windows 11 administration and configuration related issues when escalated by the designated Company IT contact(s).

o The technician(s) will be available during agreed upon daytime business hours and will be responsible for responding to general contacts within an agreed upon Service Level Agreement for response time.

o Migrate will provide an SME that will be responsible to respond to general contacts within the following Service Level Agreement (“SLAs”):

o Time To Respond (TTR) General Requests: Same Business Day (to be confirmed).

o Migrate will provide email and phone contact information to Company.

o On request the technician(s) may provide reports of support issues, with resolution, or other related activities performed.

· All issues for this engagement will be managed utilizing the following process:

o Either party may raise an issue.

o All issues will be communicated and tracked by the designated project contact(s).

o The issues may be digitally tracked in a support ticket system and/or an issues log. The log will include a responsible party for each open issue, a target resolution date, and status updates to reflect progress until the issue has been closed.

· Responsible parties and resolution dates for all issues will be mutually agreed to by Company and Windows Technician(s). The responsible party will respond to and resolve issues by the assigned resolution date. If an issue is not resolved by the mutually agreed upon resolution date, an impact assessment will be performed, and the Change Management process will be initiated to address any impacts to the project.