Belgium - IT technical support services

Description

SPF Finances wants to extend and expand existing support for its Oracle SL3000 tape library and for its Scale-out (Power Scale) NAS environment, comprising 80 A200 hosts whose support expires on 13-03-2024, and 32 A200 hosts whose support expires on 25-06-2025.This contract will be divided into 2 lots:Lot 1: Extension of existing support for the Oracle SL3000 tape library for 3 years.Lot 2: Extension of existing Pro Support Plus for the Scale-out (Power Scale) NAS environment. This extension covers, on the one hand, 80 A200 hosts (with expiry of the existing contract on 13-03-2024) for 4 years and, on the other hand, 32 A200 hosts for 3 years (with expiry of the existing contract on 25-06-2025). In both cases, the date set by the supplier for the end of support must be taken into account.
This lot covers the support to be provided for the products listed in appendix F10 relating to sl3000 support. E.2.1.1. HARDWARE MAINTENANCEThe bidder undertakes to provide hardware maintenance in accordance with the following services.Full hardware assistance includes:- technical analysis and diagnosis- callback to the adjudicator by the adjudicator after a call has been opened- supply of spare parts- on-site intervention by a technician to restore the hardware to working order within the times specified in the SLA.A. Problem analysis and diagnosisFull diagnosis and resolution of the problem and identification of the actions required to deal with the fault. FPS Finance technical teams provide the necessary logs if requested or required. B. Action plan proposalAn action plan is provided within the response time corresponding to the Service Level Agreement (SLA) option chosen. (see point G.). The action plan contains the results of the diagnosis and lists the actions required to remedy the deficiency.C. On-site interventionOn-site intervention is carried out by the bidder's local technical team.D. Spare partsSpare parts required to remedy the deficiency on the equipment concerned must be supplied. They must be included in the price quoted. E. ReportA general ticket report will be supplied on request. This report will cover the contractual period already in progress with the supplier's helpdesk.This report will include suivants Number of tickets opened and closed. Description of the problem and measures taken. Dates of tickets opened and closed. Degree of criticality of the fault and type of intervention planned.F. Operating system and software supportThis service consists in particular of- Carrying out all firmware updates for the drives in the existing SL3000 environment to the latest version. - Updating all library firmware and console software to the latest versions.- ACSLS (Automated Cartridge System Library Software) support.The number of these services is unlimited per year.G. Service Level Agreement (SLA).Corrective maintenance services are performed within the timescales defined in the conditions below, according to the SLA options defined below. The SLA is assigned per incident according to the severity of the failure (minor, major or critical). An escalation matrix must be proposed by the bidder. SPF FIN wishes to extend Pro Support Plus to existing Isilon A-200 hosts. Initially, this involves extending support to the 80 A-200 hosts whose support expires on 13-03-2024. Secondly, extended support for 32 hosts whose support expires on 25-06-2025. See attached list "Support isilon.xls".

Opportunity closing date

15 September 2023

Value of contract

to be confirmed