UK SBS IT17312 ISIS accelerator control system platform support

Tender description

*** This tender requirement was abandoned prior to a Contract award decision. *** **PLEASE DO NOT RESPOND DIRECTLY TO THE BUYER** Please note this tender will close 14:00 on 12/03/18. The requirement is for platform support (operating systems, development environment, and tools) to support continuing development of the control system under Vsystem. The current system consists of 5 HPE Itanium servers running the HPE OpenVMS operating system. Support is required for the base operating environment (OpenVMS, shadowing and clustering) and compilers (BASIC, C and C++). The winning supplier will provide software licences including rights to manufacturer's upgrades throughout the term of the contract, and make the software available for download or on physical media. The winning supplier will provide a telephone, email, and/or web-based call logging system to support the software provided as well as proactive monitoring. Minimum accepted would be at least one electronic call logging method with ideal offer to include Email support, telephone support, web-based call logging and tracking. Electronic call logging for support shall be available 24 x 7 Response times for support shall be Next Working Day response as a minimum and 4hr response would be the ideal SLA. The winning supplier will provide escalation procedures for higher level problems, including engineering support if required. The winning supplier will provide download access to patches, including custom ones if required. The winning supplier will provide quarterly reviews of performance including: summary of calls logged with time to respond and time to fix, together with details of any new releases or updates during the period. Maintenance will be via electronic delivery of patches and full access to new licences and updates. The winning supplier will provide a roadmap for the update cycles throughout the course of the contract, including evidence of plans for substantial development. The winning supplier will provide a roadmap for the product maturity/end of life throughout the course of the contract, including evidence of plans for substantial development including both functionality and hardware support Ongoing payments for support to be paid over the term of the contract at intervals to be agreed with the winning supplier.