Contact and place of performance
Jessica Young
VA 22201
USA
This is a combined synopsis/solicitation for commercial products or commercial services prepared in accordance with part 12. This announcement constitutes the only solicitation. Offers are being requested and a separate written solicitation will not be issued. Solicitation number 337372 is issued as a request for quotation (RFQ) for a consolidated, cloud-based Commercial-Off-The-Shelf (COTS) Freshworks enterprise ser...
View moreThis acquisition is not set-aside for small business concerns. This solicitation incorporates provisions and clauses by
reference. The full text of provisions and clauses may be accessed electronically at www.acquisition.gov.
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Questions are due no later than end of day, Tuesday, June 23, 2026. Questions submitted after this date may be considered; however, the Government does not guarantee a timely response.
Quotes are due no later than end of day, Friday, July 10, 2026, to [email protected].
The American Battle Monuments Commission is seeking a consolidated, cloud-based commercial-off-the-shelf enterprise service management platform to replace its existing information technology service management solution. Issued under solicitation number 377372, this requirement is for the Freshworks platform or an equivalent system to implement standardized customer and enterprise case management across the agency. The solution must support approximately 550 internal users and agents, facilitate public media and historical service inquiries, and integrate with Microsoft 365 E5 and Microsoft Entra ID. The platform is required to provide consistent intake, routing, Service Level Agreement management, reporting, automation, and role-based access control with enterprise-grade auditability and data governance.
This acquisition is classified under NAICS 518210 for Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services and PSC DA10 for IT and Telecom - Business Application/Application Development Software as a Service. There is no set-aside (NONE) associated with this solicitation. The procurement is being conducted as a brand name or equal requirement, with the place of performance located in Virginia, USA. Supporting documentation includes two attachments: a Performance Work Statement and a Questions and Answers Template.
Questions regarding this request for quotation are due by June 23, 2026. The final response deadline for quotes is July 11, 2026, with submissions directed to the point of contact, Jessica Young. This combined synopsis/solicitation constitutes the only solicitation for these commercial products and services.
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