Published date: 21 May 2015
Awarded contract - This means that the contract has been awarded to a supplier.
Contract summary
Industry
IT services: consulting, software development, Internet and support - 72000000
Location of contract
London
Value of contract
£19,304.35
Procurement reference
RM5342 SO8396
Published date
21 May 2015
Closing date
24 March 2015
Contract start date
1 April 2015
Contract end date
31 March 2016
Contract type
Not applicable
Procedure type
Not applicable
Contract is suitable for SMEs?
Yes
Contract is suitable for VCSEs?
No
Description
Police National Computer Services (PNCS) is inviting quotes for a 12 month EMC Premium Software and Hardware Support contract to support the use of both EMC Clariion AX4-5F and AX4-5I disk storage systems.
The purpose of this Procurement is to provide a continuity of maintenance for EMC Clariion storage systems, which supports critical national infrastructure.
Offers are invited to supply EMC Premium Software and Hardware Support for the hardware and software listed at Annex 1 - Products for Support.
The contract for this support will run for 12 months, from 1st April 2015 to 31st March 2016.
The following features are to be provided as part of this support:
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
More information
Attachments
-
- Redacted Goods and Services Call Off Contract.pdf
- Redacted Contract
-
- Redacted Outcome Letter.pdf
- Redacted Outcome Letter
Award information
Awarded date
1 April 2015
Contract start date
1 April 2015
Contract end date
31 March 2016
Total value of contract
£19,304.35
This contract was awarded to 1 supplier.
Kelway
Address
Kelway Limited
10, Fleet Place,
London.
EC4M 7RBReference
None
Supplier is SME?
No
Supplier is VCSE?
No
About the buyer
Address
Concept House
Cardiff Road
Newport
NP10 8QQ
England
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Closing: 24 March 2015
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