The Law Reform Commission invites tenders for support and maintenance of ICT Hardware and Software located in Styne House, Upper Hatch Street, Dublin 2, D02 DY27.

Tender description

The Law Reform Commission requires support is to cover 09:00 to 17:30 Monday to Friday excluding Irish Bank Holidays. On occasion the Commission may require emergency support outside of these hours. The expected Help Desk response time is 2 hour approximately. The Commission’s in-house staff will offer first line support at a basic level. The Commission will require a resource on site one day per month for preventative maintenance/healthchecks/updates/fix non-critical calls etc. Tenders should be prepared to work with the Commission’s Access to Legislation and library service in the context of implementing their respective cloud solutions in such a manner that maintains the overall security and integrity of the LRC network at all times. Tenders should also be prepared to assist when required with regard to IP authentication issues relating to external library databases, SSL cert generation and installation, remote access VPN setup as well as advice and guidance on all It related matters. This contract will commence on 1st February 2021 and run for an initial three year period with the option to extend for up to two extensions, each of up to twelve months. Details to be included by respondents: (i) Please provide a detailed description of the service proposed and how it would be delivered (call logging, prioritising, handling, issue management, issue escalation, remote access mechanisms available, quality assurance, scope of service etc) (ii) Details of any proposed preventative maintenance plans. (iii) Details of how you would handle the very rare occasions the Commission may require emergency support outside the above hours. (iv) Details of standard management reports on the service available to the Commission included as part of the tendered cost. (v) Hourly/daily rates for ancillary work not covered by the above.