Network operating system software package

Tender description

(1) The following Operational Support Services are required: — Regular (Twice weekly) remote monitoring and maintenance of the Production RHEL5 infrastructure (Comprising of 4 RHEL5 VM systems). — Reactive Support in the event of problems. — A facility to draw-down up to a maximum of 20 contractor/consultant days if required. (2) Reactive / Operational Support Reactive Support in the event of problems with the ability to log calls as a Priority 1, Priority 2 or Priority 3 depending on the urgency of the problem. — Provision of Help-desk service to the Department's Team; — Provision of Call and Issue logging, monitoring and reporting facilities; — Normal daily availability of cover (the Department's office hours are from 8:00 to 19:00, Monday to Friday (flexitime)); — Out of hours availability; — On-site support as required; — Reasonable response (see paragraph Response Times). (3) Ability to draw-down contractor consultants, if required, on a daily basis. The provision of installation, configuration, maintenance, upgrade and support services for RedHat Enterprise Linux 5. The Department wishes to select a company that has a recognised reseller relationship with RedHat Incorporated and is authorised by RedHat Incorporated to resell licences and upgrades for the RedHat Enterprise Linux product. The successful company must also be in a position to provide technical support for the product as well as advice on effective and economic deployment and utilisation of the licences that the department will purchase. The company will also have to provide ongoing support (weekly health-checks) and project support work (installing RHEL 5 Linux 5 on Vmware cluster etc.) As well as providing upgrades and support the Department also intends to procure any additional licence subscriptions required over duration of this contract from the successful tenderer.