SO16674 Provision of EMC Premium Support

Tender description

5.1 Suppliers are invited to quote for EMC Premium Software and Hardware Support for the hardware and software listed at Annex 1 – Products for Support. 5.2 The contract for this support will run for twelve (12) months, from 1st April 2016 to 31st March 2017. Suppliers are also asked to provide firm pricing for an optional twelve (12) month extension period following the expiry of this. 5.3 This is an “off-the-shelf” product and as such the following features are to be provided as standard in accordance with the coverage details provided by this package: 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 5.4 For escalation purposes, the Authority must be able to contact EMC directly, without having their calls routed first via the awarded Supplier.