Helpdesk and support services

Tender description

On-Site ICT Support and Maintenance — The “Support and Maintenance” component is based upon an unconditional fixed price per annum. The annual fixed price is not subject to variation across the maximum 3 year term of the Framework Agreement. Off-Site Helpdesk and ICT Support — The number of helpdesk tickets per month that the off-site helpdesk will need to support is estimated to be 100 per month. This off-site helpdesk support service will be utilised as a drawdown facility and will be based upon a fixed rate not subject to variation across the maximum 3 year term. ICT Off-site monitoring service — The “remote monitoring” element covers the provision of a remote monitoring service of agreed ICT components (both hardware and application) during the term of the Framework Agreement. The service provider may also be required for ad hoc assignments as agreed. A daily rate shall be provided by the service provider. On-Site ICT Support and Maintenance — The “Support and maintenance” component is based upon an unconditional fixed price per annum. The annual fixed price is not subject to variation across the maximum 3 year term of the Framework Agreement. Off-Site Helpdesk and ICT Support — The number of helpdesk tickets per month that the off-site helpdesk will need to support is estimated to be 100 per month. This off-site helpdesk support service will be utilised as a drawdown facility and will be based upon a fixed rate not subject to variation across the maximum 3 year term. ICT Off-site monitoring service — The “remote monitoring” element covers the provision of a remote monitoring service of agreed ICT components (both hardware and application) during the term of the Framework Agreement. The service provider may also be required for ad hoc assignments as agreed. A daily rate shall be provided by the service provider.