Decision details

Microsoft Support

Decision Maker: Director of Resources

Decision status: Recommendations Approved

Is Key decision?: No

Is subject to call in?: No


This decision seeks authority for the award of a Microsoft Unified Premier Support contract for the Council to Microsoft Ltd. This will be for a twelve-month term to commence subject to contract on 25th May 2023.


The decision will contribute directly and indirectly to the delivery of key themes in the Wirral Plan 2021-2026, as an enabling service to support other areas delivering outcomes. The Wirral plan references the underpinning aspect of a robust digital system enabling remote connectivity and the ability to maintain essential services using digital technology.


It is also a key enabler in supporting the increased use of digital technology and integrated working and supports the Digital strategy by enabling staff and members through digital.


This is not a key decision. This decision affects all wards in the borough.


The Director of Resources is recommended to approve the award of the Microsoft Unified Premier Support contract for the provision of the services summarised at paragraph 3.7 of this report for a 12-month term to Microsoft Ltd by way of a direct award through the Crown Commercial GCloud 13 framework

Reasons for the decision:

The Council requires support for its Microsoft Limited (“Microsoft”) software to remain operational. This covers proactive and reactive technical support for business applications, servers, and includes critical situation response Service Level Agreements. No further extension periods are available on the existing contract therefore an award needs to be made. G-Cloud 13 has been used to find a supplier which offers value for money and provides the support required.

Alternative options considered:

Do nothing. There is a requirement for support of the Microsoft products and environments. A new contract is needed due to the current 12-month contract coming to an end.


Framework options via the Crown Commercial Service (CCS) have been examined. Microsoft is the single supplier for its Unified Support offering that covers the services required.

Publication date: 31/05/2023

Date of decision: 31/05/2023

Accompanying Documents: