Service Desk Support Levels
Overview
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SUMMARY
KEY REQUIREMENTS
CONTRACT DURATION
TIMELINE
RFP Issue Date: August 11, 2026
Deadline for Questions: September 1st, 2026
Deadline for Issuing Addenda: September 1st, 2026
RFP Closing Date and Time: September 11th, 2026
Evaluation Period: Week of October 12th, 2026
Shortlisted Proponent Interviews: Week of October 26th, 2026
Anticipated Execution of Agreement: Week of November 16th, 2026
Anticipated Service Commencement Date: Week of January 11th, 2027
QUESTION DEADLINE
CONTACTS
Primary procurement contact — name, title, email, and phone
Additional decision-makers and their departments
Issuing Agency
The Good Samaritan Society
DESCRIPTION
A government authority in Edmonton, Alberta is seeking a vendor to provide multi-level service desk support for a three-year contract. The help desk team will be physically stationed and will handle access administration and password resets, application access issues, web-application support, personnel action form lifecycle support, hardware support, and network, security, and other service requests.
The required service model includes Level 1 help desk support, Level 2 advanced technical support, and Level 3 expert engineering support. Responsibilities include Microsoft 365 administration, network and security troubleshooting, FortiGate firewall and Brocade switch support, wireless controller and F5 load balancer administration, server and virtualization support, SQL Server troubleshooting, and critical security incident response.
The vendor must provide 24x7x365 on-call coverage for Priority 1 and Priority 2 incidents, with an L2-capable resource reachable and able to respond within 30 minutes at any time, including weekends and statutory holidays. Standard business-hour support is required from 7:00 AM to 5:00 PM Mountain Standard Time, Monday through Friday, with after-hours queuing. Questions must be submitted by September 1, 2026, and proposals are due September 11, 2026.
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Frequently asked questions
- When is the submission deadline?
- Submissions are due September 11, 2026. Questions must be submitted by August 21, 2026.
- Who issued this RFP?
- It was issued by The Good Samaritan Society. The work is located in British Columbia, Canada; Edmonton, Alberta, Canada.
- Who is a good fit for this opportunity?
- IT service desk provider with experience supporting government or similarly complex organizations
- Proven Level 1, Level 2, and Level 3 technical support capabilities
- Ability to provide physically stationed personnel in Edmonton
- 24x7x365 incident response with L2-capable resources and 30-minute response capability
- Expertise in Microsoft 365, FortiGate, Brocade, F5, SQL Server, virtualization, and enterprise applications
- Experience with security incident response, forensic triage, and recovery planning
Analysis generated by Settle AI from the source RFP.
RFP Hunter shows what is open. Settle shows what is forming.
Settle pieces together buyer signals, budgets, contract activity, and the sources your team already monitors. See why an opportunity fits and what to do before the RFP posts.