Provision and Maintenance of Blue Jeans Conference System

Tender description

The provision of both hardware and software for the Blue Jeans Video Conferencing System including maintenance during the contract period.This includes Service Transition, 257 User Licences and 8 Room Licences. Blue Jeans Core Services - Room Based Licence Service An individual room based service allows the Authority to provision or assign up to the number of individual room hosts licensed to a specfic conference or other room or meeting space (Conference Room) each Conference Room provisioned with an individual room host video conferences during the term. The Supplier (through SCC) will: Provide the Authority with a link to download the tablet application for ios or Android tablets for room placement. Provide credentials and instructions for setup and usage of the tablet application Provide licences for every room (up to a maximum of 8) from which a user wants to host or join a video conference and has a valid licence for. SCC Core Services - Service Desk - A Video Network Operation Centre (VNOC) Service Desk, fully accredited to ISO270001, (Information Security) accredited response to incidents are as detailed under performance management The Supplier will ensure SCC: Log all calls raised by the Authority's helpdesk relating to software failures or performance issues(incidents) on SCC's inicident management system and perform the follwing activities; Advise The Authority's helpdesk of the inicident number, this number will be used as a point of reference for both parties when communicating futher about the incident Forward the incident to the appropriate resolver group, and coordinate the delivery of the Services Record, track and update accepted incidents within SCC incident management tool .Update the Authority's helpdesk via agreed methods with incident updates.Advise the Authority's helpdesk of inicident status, resolution / exception and closure. For avoidance of doubt the incident logging procedure, call process, and frequency of communications between the SCC Service Desk and The Authority helpdesk.In the event SCC determines that the cause of the incident does relate to the software, or is a result of any of the exclusions detailed in this Agreement, close incident and return to the Authority for resolution Third Party Services - ScanSource iCare Package The iCare package provided by Scansource includes umlimited telephone support between 09:00 and 17:30 Monday to Friday (excluding UK public holidays) and a parts replacement service. Scansource will:Provide technical support via telephone If hardware failure has been diagnosed, raise an advance parts replacement ticket for components to be sent to the nominated Authority address. If a swap out ticket is logged before 2:00pm all reasonable endeavours will be made to ensure the replacement components will be shipped the same working day - subject to stock availability, local pickups restrictions and delays caused by factors for which ScanSource is not accountable.