Published date: 5 May 2016

Awarded contract - This means that the contract has been awarded to a supplier.


Closing: 17 March 2016

Contract summary

Industry

  • IT services: consulting, software development, Internet and support - 72000000

Location of contract

Any region

Value of contract

£48,673.36

Procurement reference

SO16674 Provision of EMC Premium Support

Published date

5 May 2016

Closing date

17 March 2016

Contract start date

1 April 2016

Contract end date

31 March 2017

Contract type

Service contract

Procedure type

Other:

Contract is suitable for SMEs?

No

Contract is suitable for VCSEs?

No

Description

5.1 Suppliers are invited to quote for EMC Premium Software and Hardware Support for the hardware and software listed at Annex 1 - Products for Support.
5.2 The contract for this support will run for twelve (12) months, from 1st April 2016 to 31st March 2017. Suppliers are also asked to provide firm pricing for an optional twelve (12) month extension period following the expiry of this.
5.3 This is an "off-the-shelf" product and as such the following features are to be provided as standard in accordance with the coverage details provided by this package:
5.3.1 Global Technical Support
5.3.1.1 Telephone or web interface on a 24x7 basis to report an Equipment or Software problem and provide input for initial assessment of Severity Level (as provided in 6.1)
5.3.1.2 Response objectives:
(a) Severity Level 1: 30 minutes; on a 24x7 basis
(b) Severity Level 2: 2 hours; on a 24x7 basis
(c) Severity Level 3: 3 local business hours
(d) Severity Level 4: 8 local business hours
5.3.2 On Site Response for Equipment
5.3.2.1 Site attendance by authorized personnel to work on the problem
5.3.2.2 Response objectives following time period after EMC deem Onsite Support is necessary:
(a) Severity Level 1: 4 hours on a 24x7 basis
(b) Severity Level 2: Within 12 hours on a 24x7 basis
(c) Severity Level 3: Next business day, local business hours
(d) Severity Level 4: Next business day, local business hours
5.3.3 Replacement parts
5.3.3.1 Delivery objectives based upon the following time periods after EMC deems a replacement part is necessary:
(a) Severity Level 1: 4 hours on a 24x7 basis
(b) Severity Level 2: Within 12 hours on a 24x7 basis
(c) Severity Level 3: Next business day, local business hours
(d) Severity Level 4: Next business day, local business hours
5.3.3.2 Installation of all replacement parts performed by EMC as part of Onsite Response, with the option for the Customer to perform installation of Customer Replaceable Units.
5.3.4 Rights to new releases of software
5.3.5 Installation of software releases
5.3.6 24x7 Access to online support tools
5.4 For escalation purposes, the Authority must be able to contact EMC directly, without having their calls routed first via the awarded Supplier.

More information

Attachments

Award information

Awarded date

29 March 2016

Contract start date

1 April 2016

Contract end date

31 March 2017

Total value of contract

£48,673.36

This contract was awarded to 1 supplier.

Computacenter

Address

Computacenter House,
93-101 Blackfriars Road,
London.
SE1 8HL

Reference

None

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Address

Concept House
Cardiff Road
Newport
NP10 8QQ
England

Email

Spot.Buying@crowncommercial.gov.uk