Annual Maintenance, Support and Development of the Dounreay Environmental Sample Management System

Tender description

The scope of services for this contract includes the following activities: Maintenance Services The Consultant shall: • Provide and update technical documentation for the system • Maintain and manage the renewal of the annual licensing (on behalf of the Employer) required for operating the following software from May 2022 until contract end: o Filemaker Pro (Server and Employer) o MBS FileMaker Plugin (20 seats) o MSB Plug-In - Server o LibXL Windows o 360Works MirrorSync (10 seats) • Proactively maintain the current application and installation via remote access to a virtual server owned by the Employer to ensure efficient operation and data storage. • Resolve any issues or defects reported by the Employer • Ensure security updates and upgrades are applied in a timely manner to protect the integrity of the system • Rectify and action any security defects that are identified through proactive vulnerability scanning and system health checks • Have and maintain development and online mapping servers held under the Consultant's control. Support Services The Consultant shall: • Provide a technical capability to ensure that the system is always functioning correctly and resolve issues promptly. • Provide a telephone/video conference support service to resolve operator issues • Provide a dedicated support contact for urgent issues • Provide an incident handling procedure including an escalation process • Provide a quarterly/annually report on the incidents that have been raised and status of resolution, adherence to service level agreement below. • Ensure all support services are responded to within 4 hours and resolved within 2 day as the agreed SLA Development Services The Consultant shall • Develop new processes, as directed by the Employer, to increase the functionality and scope of the system • Develop improvements to the existing system, as directed by the Employer. • Follow change control procedures as specified and documented by the Consultant to maintain the integrity of the system • Provide a quarterly/annual report on the system changes within that period and the time spent on delivering these development changes. • Develop based on secure software standards, provide assurance of adherence • Develop testing cycle to ensure stability and erroneous code does not impact on the availability and security of the system