ISS Support and Maintenance Services (ISS SAMS).

Descriptions

Maintenance and repair of information technology equipment. Maintenance and repair of computer equipment. Information systems and servers. Software package and information systems. Repair of information technology equipment. A contract to provide maintenance, repair and support services to Information and Communications Technology (ICT) and Audio Visual (AV) systems that are not part of the MOD corporate single information infrastructure (currently known as the Defence Information Infrastructure (DII) system). The services will be carried out in the UK and overseas at various units and establishments and will also include support to Naval Vessels. Key Features of the contract will include:1) A support service based on a service catalogue approach which will be operated through a call centre management system that will receive calls directly via phone or electronically. The service offered will be of a hardware and software break-fix type against all registered hardware and software assets. There is also a requirement to provide additional services which may include, but are not limited to, the following examples: — equipment moves;— equipment rollouts and installations (excluding networks and cabling);— IT system and environment management;— management of manufacturer warranties;— asset inventory maintenance;— hardware asset audits;— electrical safety testing.The service catalogue will be flexible to allow fluctuations in asset types and numbers both up and down throughout the life of the contract.2) Service Level Agreements (SLAs) will be established with the MOD which ensure timely and efficient turnaround of problems, thus assuring minimal disruption to customer services.