Source: https://tendernation.io/opportunities/01a13bf8-8682-70d1-9b74-45ed2571ba29/provision-of-software-hardware-support awarded GB open procedure Suitable for SMEs # Provision of Software & Hardware Support [Crown Commercial Service](https://tendernation.io/buyers/crown-commercial-service) Open field Estimated value £19,304 Published 18 Nov 2016 Deadline Closed 24 Mar 2015 ## Who can bid - Buyer says suitable for SMEs The buyer ticked “suitable for SMEs” on the notice. Anyone can still bid. - Small contract value Valued under £135,018 including VAT, the lowest Procurement Act threshold for goods and services. - Open procedure Anyone can submit a full tender; there is no shortlisting stage. [More contracts for small businesses and VCSEs](https://tendernation.io/opportunities/for-small-businesses) ## About this tender Police National Computer Services (PNCS) is inviting quotes for a 12 month EMC Premium Software and Hardware Support contract to support the use of both EMC Clariion AX4-5F and AX4-5I disk storage systems. The purpose of this Procurement is to provide a continuity of maintenance for EMC Clariion storage systems, which supports critical national infrastructure. Offers are invited to supply EMC Premium Software and Hardware Support for the hardware and software listed at Annex 1 – Products for Support. The contract for this support will run for 12 months, from 1st April 2015 to 31st March 2016. The following features are to be provided as part of this support: 5.3.1 Global Technical Support 5.3.1.1 Telephone or web interface on a 24x7 basis to report an Equipment or Software problem and provide input for initial assessment of Severity Level (as provided in 6.1) 5.3.1.2 Response objectives: - Severity Level 1: 30 minutes; on a 24x7 basis - Severity Level 2: 2 hours; on a 24x7 basis - Severity Level 3: 3 local business hours - Severity Level 4: 8 local business hours 5.3.2 On Site Response for Equipment 5.3.2.1 Site attendance by authorized personnel to work on the problem 5.3.2.2 Response objectives following time period after EMC deem Onsite Support is necessary: - Severity Level 1: 4 hours on a 24x7 basis - Severity Level 2: Within 12 hours on a 24x7 basis - Severity Level 3: Next business day, local business hours - Severity Level 4: Next business day, local business hours 5.3.3 Replacement parts 5.3.3.1 Delivery objectives based upon the following time periods after EMC deems a replacement part is necessary: - Severity Level 1: 4 hours on a 24x7 basis - Severity Level 2: Within 12 hours on a 24x7 basis - Severity Level 3: Next business day, local business hours - Severity Level 4: Next business day, local business hours 5.3.3.2 Installation of all replacement parts performed by EMC as part of Onsite Response, with the option for the Customer to perform installation of Customer Replaceable Units. 5.3.4 Rights to new releases of software 5.3.5 Installation of software releases 5.3.6 24x7 Access to online support tools Read full description ## CPV classification IT services: consulting, software development, Internet and support Source Contracts Finder (UK) [View official notice](https://www.contractsfinder.service.gov.uk/notice/6920b11c-adc8-11e6-9901-0019b9f3037b) Never miss a tender like this again Get AI summaries, deadline alerts and a bid pipeline for tenders matched to your business. 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