RM5536 SO9540

Tender description

3.1 HM Passport Office require the renewal of existing hardware support. 3.2 The hardware consists of 74 servers, 3 gateways and 2 tape drivers 3.3 Support to be in place on or before 28th May 2015. 3.4 The hardware support required is as follows; 3.4.1 1 year support package with the following features; 3.4.1.1 Return to Service 4 hour fix - Mon to Fri 08:00 to 20:00, Sat 08:00 to 20:00, Sun 08:00 to 20:00, NO Bank/ Public Holiday (BPH) Cover. 3.4.1.2 Next business day on site – parts only - Mon to Fri 09:00 to 17:00, NO Sat, NO Sun, NO BPH Cover. 3.4.1.3 24 hours on site - Mon to Fri 00:00 to 23:59, Sat 00:00 to 23:59, Sun 00:00 to 23:59, BPH Cover. 3.4.1.4 Next business day on site - Mon to Fri 09:00 to 17:00, NO Sat, NO Sun, NO BPH Cover. 3.4.1.5 9-5 availability Monday to Friday. 3.4.1.6 A designated point of contact. 3.4.1.7 Escalation of issues direct with supplier. 3.4.1.8 HMPO would need to be notified of a telephone number and detailed process for logging calls.