Provision of Software and Maintenance

Tender description

5.1 Standard base entry Clearswift support and maintenance . • 24x7 service desk support, with weekend calls routed to on call engineers via a call logging service • 24x7 access to the Clearswift support portal for access to our knowledge base and extensive self-help resources • First line (L1) application/product support for initial review and response to customer service requests and escalation of unresolved issues to technical support specialists • Second line (L2) technical support through product specialists and subject matter experts for the provision of comprehensive diagnostic and root cause analysis and Incident resolution • Third line (L3) escalation support through product development engineers for the provision of Problem resolution and corrective maintenance releases • Subscriptions to live service feeds providing protection from the latest threats, including anti-virus and spyware updates and the latest filter information from Clearswift’s world-leading URL database • Entitlement to future, evolutionary upgrade releases for licensed products • 2 registered technical contacts per licensed instance of the Clearswift solution(s) The licences include • Kaspersky Virus Scanning • Junk Email and Bulk Email Detection • Malware Outbreak Detection • ImageLogic • PMM Portal