Customer FAQs
Why go through DIR to buy IT products and services?
Using DIR to acquire your IT products will save you time and money. DIR will post the request on the Electronic State Business Daily (ESBD), gather and review the vendors’ responses to the posting, negotiate with selected vendors, and manage vendor contracts. This means you don’t need to go through the competitive bidding process. Once the contracts are in place you can select the vendor and product or service needed and place your order.
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Who can buy through DIR?
You are eligible to buy through DIR if you are a Texas state agency, public institution of higher education, public school district, or other local government entity. For more information and legal citations, go to the DIR Customer Eligibility page.
Many public entities outside of Texas may also buy through DIR. Go to the Out-of-State Customers page for more information.
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Do I have to go through the competitive bid process in order to buy through DIR?
No. Purchases from the DIR contracts are deemed by statute to meet any other legal requirements a state agency or political subdivision may have to competitively bid for that purchased item or service. See Texas Government Code, Section 2054.0565 (b).
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Do these purchases qualify for E-Rate?
Yes, all of the products and services available through DIR contracts are competitively bid and qualify for E-Rate.
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Are the prices on DIR's contracts competitive?
Prices are competitive because vendors offer the state deep discounts from their price lists via the DIR contracts. These discounts are based on the state’s anticipated volume of purchases. Discounts must apply to all DIR customers, regardless of the size of the entity or its order. Entities that are buying in quantity are generally able to negotiate deeper discounts through the DIR contracts.
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How do I get a waiver for commodity software purchases?
The Approvals Office at DIR was created as a single source of contact for agencies seeking IT Commodity Item Exemptions, Data Center/Disaster Recovery Expenditure Approvals, Telecommunications Services Waivers, and eGrants Exemptions. Visit the Approvals Office Web page for more information about commodity item waivers.
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What is the Go DIRect program?
The Go DIRect Program allows customers to purchase items directly from a DIR-contracted vendor. Customers contact the vendor for product and pricing information and send their purchase orders (with the DIR contract number) and payments directly to the Go DIRect vendor, not to DIR. This streamlines the entire order process so customers receive their orders more quickly. Most DIR contracts are Go DIRect, but some contracts are not. For those non-Go DIRect orders, customers make their purchase orders payable to DIR and send orders and payments directly to DIR.
Important: On your purchase order, you must reference the DIR contract number listed on the vendor's Go DIRect page. This number is on the DIR Web page for each Go DIRect vendor.
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Who do I contact . . .
- if I need to place an order?
- if I have trouble with an on-line order form?
- if I want to check on my order?
- if I have a problem with my order, such as damaged or mis-shipped products?
- if I need license key codes?
The answer to these questions depends on whether you ordered from a Go DIRect vendor or from DIR.
- If you placed the order with a Go DIRect vendor, contact that vendor for this type of information.
- If you placed the order with DIR, call DIR Customer Support at 800-464-1215 or 512-305-9713.
Or you may e-mail DIR Customer Support or call 512-475-4700.
If you have a questions about an order, please have your purchase order number available when you call.
Also, please contact DIR if you have problems with a vendor and need DIR's assistance, whether the vendor is Go DIRect or not. We are here to help resolve issues between customers and vendors.
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Can I buy from HUB/MWBE vendors through DIR?
In many cases, you can buy through Historically Underutilized Business (HUB) and/or Minority- and Women-Owned Business Enterprise (MWBE) vendors through DIR. Generally, if a vendor is a HUB, it is indicated in the vendor listing on the DIR Web site. Vendors are listed by product or service.
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How does HUB reporting work?
The reporting process varies, depending on the entity type.
- The Comptroller of Public Accounts tracks HUB purchases for state agencies and universities at the time of payment and includes purchases from all DIR-contracted vendors.
- Local governments and public school districts should internally track all HUB purchases, whether they are through a Go DIRect vendor or not.
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What is WSCA?
The Western States Contracting Alliance (WSCA) is an organization of states that negotiates and manages multi-state contracts for products and services. Texas does not have any WSCA contracts currently, but has participated in WSCA in the past.
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Can I lease equipment through DIR?
Yes, leasing is available. Go to the Leasing page for information on leasing through DIR. Seat management is also available and is in greater demand by State entities.
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Can I buy fax machines or copiers through DIR?
DIR can sell printers that also fax, copy, etc., but cannot sell stand-alone fax or copier equipment.
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What if I need an IT service or product not offered on a DIR contract?
If you need something that DIR doesn’t have on contract, contact DIR. DIR may
- be able to amend a current contract for additional products or services, or
- consider pursuing a contract for those items: DIR adds products and services based on customer demand.
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Why do I need to put my e-mail address and other contact information on the order form?
DIR uses the e-mail address to send an auto-generated electronic message notifying you that we have received and processed your order. We need contact information if there are questions about the order. DIR does not sell or give away any information on your order form.
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How long are the prices on a quote form good?
Generally prices are good for 30 days from the date quoted, unless the vendor specifies otherwise.
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Is shipping included in the quoted price?
Shipping costs are included in the prices shown unless otherwise specified on the order form.
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How long will it take for me to get my order?
Delivery times vary, depending on the product and its availability. The vendor can tell you when to expect delivery.
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I ordered software, but didn't get a license. What should I do? Some vendors, such as SHI-Government Solutions, do not send software licenses, while other vendors do. Your purchase order serves as proof of payment when a vendor does not send licenses.
If in doubt, contact the vendor.
Note: It is the customer's responsibility to document all software purchases.
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Can I use an old version of Microsoft software with a new version license? Only the new license is offered.
Microsoft offers customers the right to downgrade (use a prior version) of their software. For more information on downgrade rights, go to the Microsoft License Downgrade Rights page.
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How can I give feedback about DIR-contracted vendors?
Please send your comments to DIR Customer Support. We want to know what you think of the DIR-contracted vendors - both the good and the bad.
Also, Texas Procurement and Support Services maintains the Vendor Performance Tracking System, which evaluates the performance of vendors registered to do business with the State of Texas. To get more information and share your comments go to the Vendor Performance Tracking System page.
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What are the applicable tax exemptions for my governmental agency?
A list of applicable tax exemptions is on the Telecommunications Fees, Taxes, and Surcharges page.
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