Technical computer support services

Tender description

The Ministry of Defence has a requirement for continued Technical support, help desk support and technical development for the Defence Learning Environment (DLE) from 1.4.2016 to 31.3.2018 (To include options to extend by 1 year to 31.3.2019 and a further 1 year option to extend to 31.3.2020). The DLE suite of applications currently comprises of a Moodle 2.6 Virtual Learning Environment and an Alfresco content management system hosted on the Joint Server Farm (JSF), a Defence cloud hosting service that is internet facing and delivered through a partnering agreement. The DLE is accessed through the Defence Gateway (DGW). The Provider is required to provide the following level of service that maintains the extant DLE provision: — Routine technical support. The provision of suitably qualified and experienced technical engineers that are able to maintain the DLE applications and interfaces, apply patches, bug-fixes and updates on a routine and extraordinary basis. In addition, provide internal management support that can act as an interface with the Defence Academy and the DLE Governance structures. — Non-routine technical support. Through the DLE change management process, assess, cost and where directed, manage and implement user initiated changes to the DLE. — Provide a multichannel helpdesk service, perso.