ICT Support Services

Tender description

ICT Support Services The Association requires a fully managed pro-active server, network and PC support service. The existing infrastructure at January 2022 is listed in the attached sheet to give an idea of the scope. Support should be flexible to add cover for new and replacement equipment purchased during the contract period. The service should include: - 24/7 monitoring of the server, network, PCs / laptops and tablets - Telephone and desktop support during the Association’s business hours - Remote support where appropriate - On-site support (if the fault requires on-site work to resolve the issue) - Anti-virus monitoring and updates - Windows patches / updates - Daily back up monitoring - Server e mail support - Technical IT audit - Support call reporting - Maintenance of virtual servers and switches - Weekly monitoring reports for servers - Advice and support in relation to broadband services - Liaison with software and website providers - Recommend, source, configure and install new / replacement hardware eg PCs, printers, laptops, tablets etc as required. - Assistance is preparation for periodic internal audits. - Assistance with annual cyber essentials renewals. E mail anti-spam and security The current anti-spam software is Vipre Email Security which is under an annual contract. The service should advise on the ongoing efficacy of the software and alternatives if appropriate, as well as maintaining the software on all devices. Anti-Virus The current anti-virus software is Vipre Endpoint Security which is under an annual contract. The service should advise on the ongoing efficacy of the software and alternatives if appropriate, as well as maintaining the software on all devices. Back up The Association currently has cloud back up on and off site provided by Replibit, including server recovery. The service is under a monthly contract. The service should advise on the ongoing efficacy of the provision and alternatives if appropriate, as well as maintaining the arrangements and assisting with server recovery. The Association’s business hours are: 8:30 - 16:30 Monday – Wednesday 8:30 - 18:00 Thursday 8:30 - 14:00 Friday There are 10 public holidays each year.