Awarded
Managed Services of the Humberside Police Salesforce and Mulesoft Estate
Descriptions
L1 customer support
L2 application support (shared)
L3 application support (dedicated)
L2 dedicated application triage team with
direct contact with 3rd parties external (SLAs) or internal (OLAs)
Support Hours:
P1-P2-P3-P4: UK Business hours (8am-6pm)
• Extended hours
• 24x7 support (for selected priorities, e.g.
• P1,P2)
Ad-hoc on call
Monitoring :
Standard platform monitoring
Application exception handling
External log shipping
ITIL processes:
Service Operation/Transition: Incident, problem, requests, events, change, release, configuration
Maintenance:
Major & Minor updates and patching
Code changes:
Defects
(Minor enhancements if hours not used)
Testing:
Unit and Integration Testing
Reporting and Service Management:
Monthly service review, reporting adapted to customer requirements.
Timeline
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Tender Regions
CPV Codes
72300000 - Data services
Tender Lot Details
1 Tender Lot
Workflows
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Possible Competitors
1 Possible Competitors
