Provision of Software & Hardware Support

Tender description

Police National Computer Services (PNCS) is inviting quotes for a 12 month EMC Premium Software and Hardware Support contract to support the use of both EMC Clariion AX4-5F and AX4-5I disk storage systems. The purpose of this Procurement is to provide a continuity of maintenance for EMC Clariion storage systems, which supports critical national infrastructure. Offers are invited to supply EMC Premium Software and Hardware Support for the hardware and software listed at Annex 1 – Products for Support. The contract for this support will run for 12 months, from 1st April 2015 to 31st March 2016. The following features are to be provided as part of this support: 5.3.1 Global Technical Support 5.3.1.1 Telephone or web interface on a 24x7 basis to report an Equipment or Software problem and provide input for initial assessment of Severity Level (as provided in 6.1) 5.3.1.2 Response objectives: (a) Severity Level 1: 30 minutes; on a 24x7 basis (b) Severity Level 2: 2 hours; on a 24x7 basis (c) Severity Level 3: 3 local business hours (d) Severity Level 4: 8 local business hours 5.3.2 On Site Response for Equipment 5.3.2.1 Site attendance by authorized personnel to work on the problem 5.3.2.2 Response objectives following time period after EMC deem Onsite Support is necessary: (a) Severity Level 1: 4 hours on a 24x7 basis (b) Severity Level 2: Within 12 hours on a 24x7 basis (c) Severity Level 3: Next business day, local business hours (d) Severity Level 4: Next business day, local business hours 5.3.3 Replacement parts 5.3.3.1 Delivery objectives based upon the following time periods after EMC deems a replacement part is necessary: (a) Severity Level 1: 4 hours on a 24x7 basis (b) Severity Level 2: Within 12 hours on a 24x7 basis (c) Severity Level 3: Next business day, local business hours (d) Severity Level 4: Next business day, local business hours 5.3.3.2 Installation of all replacement parts performed by EMC as part of Onsite Response, with the option for the Customer to perform installation of Customer Replaceable Units. 5.3.4 Rights to new releases of software 5.3.5 Installation of software releases 5.3.6 24x7 Access to online support tools