Maintenance & Support of Email Archiving Solution

Descriptions

Caerphilly CBC are seeking expressions of interest from suitable providers for the maintenance and support of our email archiving solution (formerly known as Autonomy EAS, Zantaz EAS and now Capax EAS). Caerphilly CBC have implemented the storage manager and eDiscovery modules of the product. For the purpose of this notice description EAS shall refer to EAS and all installed modules at Caerphilly CBC. Caerphilly CBC is currently using version 6.1.0.33 of the EAS product.Caerphilly CBC will shortly be upgrading its Microsoft Exchange environment from Exchange 2003 to Exchange 2013 and the EAS solution will need to be upgraded to provide continued support with this upgrade. The upgrade of EAS is not part of this requirement.Caerphilly CBC is currently utilising Microsoft Outlook 2000, 2003, 2007 and 2010 and will in the near future standardise on Microsoft Outlook 2010.The provider shall be responsible for the maintenance and support of both the back office infrastructure and client agents of the solution.The provider shall provide all necessary and appropriate software patches for all installed versions of EAS during the term of the contract.Maintenance and support shall be provided by engineers with knowledge and experience of EAS and its various modules and its interaction with Microsoft Exchange 2003 -2013.The provider shall have a support desk that provides support Monday to Friday 09:00 to 17:30. The following call structure shall be used for Caerphilly CBC.PriorityImpactResponseFixPriority 1High.Service affecting majority of users Client cannot use EASInfrastructure not working Within 1 hourWithin 8 hoursPriority 2Medium.Service affecting many users.Within 4 hoursWithin 48 hoursPriority 3Low.General assistance.What if? questionsWithin 72 hoursWithin 1 weekSupport will be provided by telephone, remote access and where necessary on site. Remote access will be via Caerphilly CBC’s standard remote access method.If you can meet all the above requirements please confirm in writing to Wayne Thomas (E-mail: thomarw@caerphilly.gov.uk) by no later than the 12th March 2015.