Decision details

Microsoft Support 2024-2027

Decision Maker: Director of Finance

Decision status: For Determination

Is Key decision?: No

Is subject to call in?: No


This report proposes the appointment of Microsoft Limited to undertake a suite of support services to enable the Council’s IT systems to remain operational.


The decision will contribute directly and indirectly to the Council Plan (2023-2027) as an enabling service for all areas within the organisation. The Council Plan specifically mentions the acceleration of our digital transformation. This contract ensures the necessary support for the Microsoft products and technologies the Council has already or will implement within the duration of the contract.



The Director of Finance has approved the award of the Microsoft Unified Premier Support contract for the provision of the services summarised at paragraph 1.1 of the accompanying report for a 3-year 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”) services to remain operational. Microsoft is able to provide the following services under the proposed contract:


·  24/7 organisation-wide problem resolution support;

·  Critical issue resource aligned specifically to our organisation;

·  Advisory phone support;

·  On demand health assessments;

·  Set-up and configuration services for Microsoft products;

·  A full account management team, including technical staff (see above consultation services);

·  Technical training; and

·  Proactive and reactive technical support for business applications, servers, including 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.


Microsoft is an industry recognised market leader and is consistently positioned in the Leader category in the Gartner Magic quadrant.



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 Ltd  is the single supplier for its Unified Support offering that covers the services required.


Publication date: 08/05/2024

Date of decision: 08/05/2024

Accompanying Documents: