Mission Critical presents two options: One provides too much for Metro's needs, and the second too little for the money.

Mission Critical could deliver services comparable with EDS' and includes a comprehensive package for on-site installation, setup, and configuration of operating systems and application software in its response. However, this comes with full-coverage services from the network to the desktop that went beyond the scope of Metro's RFI; this level of support is more in line with a managed service provider's offering. Mission Critical's Operations Center Services (OCS) is more on point, focusing on helpdesk Tiers 1 and 2, but it comes up short on providing on-site support and is long on price.

Like other respondents, Mission Critical satisfies Metro's terms and conditions for answering calls and responding to voicemail and e-mail. However, scheduling on-site visits for software problems is a full-service solution, not part of OCS. Although the estimated annual cost of Mission Critical's OCS ($720,000) exceeds Seneca's estimate ($702,000), OCS still provides a cost saving for Metro while satisfying application support criteria along with most terms and agreements in the SLA. In addition, Mission Critical provides a clear road map to full services.

Mission Critical's OCS would support all Metro's shrinkwrapped applications and manage Metro's user accounts. Application support includes Macintosh, and for Oracle 8i and WRQ Reflection, which are problematic for all but EDS. Unlike EDS, however, Mission Critical could not offer Metro support for customized applications. And although the provider offers specialized consultation and integration services, these services are for full-service customers. Metro would have to upgrade its RFI to include network architecture support and support for Tiers 1, 2 and 3.

Mission Critical divides support into clearly defined layers comparable with Metro's tiered support. Tier 1 includes the Operations Center, which handles incoming calls, identifies problems and creates work orders. Orders are prioritized along well-defined methodology as critical, general priority or research/purchasing/planning. The initial call is triaged by a technician and resolved whenever possible. If not resolved, the order is placed in a queue based on priority or immediately escalated to on-site technicians at Tier 2. If a problem is not resolved or rescheduled for future action at Tier 2, it is escalated to Tier 3.

Like EDS, Mission Critical also provides asset inventories of hardware and software. It uses the proprietary Operations Center and Management System (OCMS) software to maintain customer requests, project management information, instruction sets and articles to service helpdesks. Technical staff can access OCMS directly and securely from the field using a Web browser to retrieve support information and update incidents. The OCMS reporting mechanisms satisfy Metro's demand for standard reports with work-order summaries, time-to-close metrics, open-call queue status and hold-queue status. However, customizable, real-time reports would be available only if Metro upgraded to full-service status.

Mission Critical requires an on-site audit to scope services. The company employs a hands-on approach to providing service, and starts by assessing the prospective client's environment for service and support needs. Mission Critical dispatches a principal engineer to the site to gather information and to help integrate Mission Critical and Metro. A comprehensive review approach aims to ensure that work orders receive technical solutions and that clients are informed of progress. The review includes technical oversight to monitor progress on all open client issues, quality assurance and process control through process-control managers, and executive oversight.

Mission Critical does not offer formal training programs, as EDS does. Rather, it provides clients with hands-on, computer-based training with access to informational materials, FAQs and how-to documents to assist Metro users in self-support.

Mission Critical's full-service option includes 24x7 on-site services, network administration and router/firewall management. For Metro to contract for a full-service helpdesk at $3 million, it would have to recalculate its costs for support, including the expense of managing the network. For now, the OCS option, at an estimated cost of $720,000 per year, is short of the mark.

Mission Critical Technical Services Corp., (800) 414-9966. www.mcritical.com.