MediaClave Jet servicing at Weybridge and Newcastle

Tender description

The Contractor shall provide "Bronze" service cover for the Equipment, which shall include the following: - Two (2) Preventative Maintenance visits per year per unit (includes replacement and fitting of filters if required). - Access to telephone support during business hours and responded to within twenty-four (24) hours of initial call. - Priority Response within twenty-four (24) hours Monday to Friday. - Provide all Hardware and Software updates as necessary. The Contractor must receive written authorisation from the Customer before implementing any chargeable hardware upgrades. - Essential Equipment modifications as determined by the Contractor shall be included within the Services provided under the Agreement and no further charge shall be made. - Provision of service reports within four (4) Working Days of a site visit by the Contractor. The report shall include date of visit, type of visit, serial number of the specific Equipment, description of issue, action taken to resolve the issue, confirmation the issue is resolved / actions required and timescales to resolve the issue. Additional information: Please note that Defra procurement uses an E-tendering system for Procurement activities. This is currently provided by Bravo Solutions. To access appropriate tendering and contractual documents, please access the E-Tendering portal at https://defra.bravosolution.co.uk", ensuring that your registration includes "Defra". If you have any problems with this system, please contact Bravo on their telephone helpline number 0800 368 4850 or by emailing them at help@bravosolution.co.uk.