Framework Service Contract for administrative, proactive, reactive services to Data Centre equipment and systems and provision of supplies, spare parts and materials

The subject of this Framework Service Contract (hereinafter named “the FWC”) is to provide administrative, proactive and reactive Services to Data Centre equipment and systems and acquisition of supplies, spare parts and materials.

The scope of the Contract covers the following services (not exhaustively listed):

1. Administrative Services:

– roles and responsibilities;

– account support plan;

– review sessions.

2. Technical Services:

– service requests management;

– reactive services including remote and on-site support;

– service requests escalation management;

– proactive services including software support and reliability tests and reporting;

– monitoring DCIM alarms and notifications.

3. Service Level Agreement (SLA) to be proposed by the Contractor as a part of the proposal must contain the specific requirements concerning performance and mandatory minimum service levels required from the Contractor.

4. Supplies including hardware, spare parts and materials for Data Centre equipment, technologies, systems and products.