Commercial Call-Off Contract Schedule 2.1
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PROTECT - COMMERCIAL CALL-OFF CONTRACT SCHEDULE 2.1 SERVICES REQUIREMENTS Page 1 of 47 1. INTRODUCTION TO CUSTOMER REQUIREMENTS This schedule 2.1 (Services Requirements) provides a description of the IT Managed services that shall be provided by Supplier to the Customer under this Contract. 2. AVAILABLE SERVICES 2.1 This schedule specifies: 2.1.1 The Ordered IT Managed Services 2.1.1.2 The Supplier shall provide if requested by the Customer Gartner Green ICT Scorecard information for all sites that host the Customer’s services and all the Supplier’s operations that support the Customer’s sites 3. GENERAL The headings are for information and ease of use only, they have (or will have) no contractual significance. Description The Customer operates a wholly outsourced IT managed service but retains an intelligent customer function in the role of the NDA IT Manager. The Customer’s IT infrastructure is based on a HMG "RESTRICTED" network design, and regulated by the ONR (CNS) (formerly known as the Office for Civil Nuclear Security, OCNS). All staff with access to the network requires security clearance to BPSS (Baseline Personnel Security Standard) level, and Supplier staff with domain administrator access are required to be SC cleared. The Supplier will have the only domain administration accounts; however the NDA IT Manager has the authority, at his sole discretion, to delegate various administrative rights to Customer personnel. The list of delegations and level of administration rights would be provided to the Supplier. There are a limited number of the Customer’s users who have local administration rights to their computers, based on business requirements. There is no remote administration of the Customer’s IT equipment available outside of the Customer's network and the Supplier would be expected to administer IT equipment on-site based primarily at the Customer's head office at Herdus House in West Cumbria. There is a requirement for infrequent support to site offices which are located at each of the Customer's sites around the country. These typically are small offices for use by staff when visiting the site and offer hot desk and printing facilities. A number of the site offices are linked into the main Customer network. The list of IT supported Customer sites may be subject to change (see Appendix 2S to schedule 2.1 (Services Requirements)). The external interfaces to the NDA network are VPN, provided by Barron McCann XKryptor, which can only be installed onto Customer hardware. There is also Outlook Web Access (OWA) for access to non-restricted emails from non-secured end-points and Blackberry devices, again for non-restricted emails only. Page 2 of 47 The Customer’s network currently utilises either BT MPLS circuits or LES circuits, depending on the location. The Electronic Document and Records Management system (EDRMS) is OpenText LiveLink. The finance system is Sage Line 500, including Sage Business Intelligence. Email is provided by Microsoft Exchange 2010 Other supported software systems include, but are not limited to, Citrix, SharePoint, Proquis, PeopleSoft, Cognos, Deltek Cobra, Primavera, AutoCAD, GoldSim, HSSE (IRIS) and Abaqus. There are some additional elements of support to be provided that are included in Appendix 7S (Miscellaneous Support Elements) to schedule 2.1 (Services Requirements). Project Services Project Services shall be and, for the avoidance of doubt, these Services shall be provided as discrete services and subject to individual Supply Contracts. Upon acceptance by the Customer of such Services, the Managed Service shall be amended in accordance with the Change Control Process detailed in schedule 8.2 (Change Control Procedure). Third Party Product Support Contracts For the avoidance of doubt, Products procured by the Customer shall be subject to individual Supply Contracts. In the event that the Contractor is required by the Customer to manage any third party support contracts the Managed Service shall be amended in accordance with the Change Control Process detailed in schedule 8.2 (Change Control Procedure). SERVICE ELEMENT 1 (FIRST LINE SUPPORT) 1.1 Scope of First Line Support Services First Line Support will perform the following activities: • A logical single point of contact for all IT Services; • Answering all Contacts; • Recording of all Incident and Requests electronically, with accurate and appropriate information; • Timely updating of Incident and Request data; • Incident and Request categorisation including Incident and Request type and severity level; • Incident and Request prioritisation; • Instigation of escalation procedures as appropriate; • Direct and immediate Resolution of as many Incidents as possible without recourse to third parties; • Passing and processing of Incident and Requests to/from external support groups; Page 3 of 47 • Providing timely and accurate information to Users; • Obtaining User closure verification prior to the closure of any Incident or Request. The Incident or Request will be automatically closed after a minimum of seven days in the event that three attempts have been made by the Supplier over the course of a minimum of seven days to contact the User and it has not been able to verify closure with the User. • Active ownership, tracking and management of all Incident and Requests within agreed scope - to ensure Incident and Requests are resolved within SLA, irrespective of who the Incident or Request-resolving agent may be; • Incident analysis, trending and reporting. This must include pro-active root-cause analysis aimed at reducing the overall number of Incidents reported; • Where Incident and Requests are unlikely to be resolved within the agreed Service Level to keep the caller updated of the status of the problem within the agreed time as arranged with the caller; • To update appropriate IT and Customer management of the status of all high priority and service affecting Incident and Requests; • Provide timely and accurate management information and reporting, and the monthly report by the 4th Working day of the month; • Contact Users to discuss response to an eCSQ; • Alert Customer of identified fraud attempts. • Provide support for mobile phone and Blackberry devices as per Appendix 5S to schedule 2.1 (Services Requirements). • Provide support for bespoke applications as per Appendix 6S to schedule 2.1 (Services Requirements). 1.2 Service Description First Line Support will handle all Contacts received from the Users and will record with accuracy the appropriate details of the Incident or Request on the SMTS Incident management system. First Line Support will attempt to provide a remote first time resolution and assign all appropriate Incidents which remain unresolved to the applicable Customer or the Supplier’s resolver group by telephone or SMTS Incident management system (as applicable). Allocation of priority levels and categorisation of Incidents will be performed by First Line Support. (Selecting priority levels of Incidents may be dictated by the Customer). Incidents that are allocated to the Supplier or Supplier’s subcontractor will be managed from end to end by the Supplier, including the management of escalation procedures. Incidents that are allocated to a Third Party Supplier will be managed from end to end by the Supplier with the exception of management and escalation procedures. In the event of an Incident allocated to a Customer Third Party Supplier reaching an agreed escalation point (as defined in the Service Levels), the Supplier will call the Third Party Supplier to request a resolution and then notify the Customer. The Supplier will continue to liaise with the Third Party Supplier but Customer will be responsible for managing the activity of the Third Party Supplier and ensuring resolution of the Incident. The Supplier will then close the Incident after it has been fixed. For the avoidance of doubt the Supplier will provide measurement of operational Service Levels for Incidents/calls allocated to Third Party Suppliers. It is a Customer obligation to ensure that SLAs agreed with Customer Third Party Suppliers and Resolver Groups are aligned to the applicable Supplier SLAs hereunder. Page 4 of 47 Users will be kept informed on the status and progress of their Incident. It will be the responsibility of First Line Support to monitor and escalate all Incidents within the agreed Service Levels. Once the Incident has been resolved, the Supplier will call the User to confirm that the resolution is satisfactory. The Supplier will then close the Incident. 1.3 Hours of Cover The First Line Support Service will be provided within the Core Service Hours. Outside of these hours, a User will be prompted to leave a voicemail or e-mail message. The First Line Support Service does not include cover on UK Bank and Public Holidays except in Scotland where Service will be available in the instances of a Bank Holiday in the rest of the UK. Services outside this window may be negotiated between the Customer and the Supplier, with consequential costs to be agreed and authorised in advance. 1.4 Reporting and MIS Requirements First Line Support will produce regular monthly reports against the agreed Service Levels in accordance with Part B of schedule 2.2 (Service Levels). The date of the monthly report is to be agreed with the Customer. SERVICE ELEMENT 2 (HARDWARE SUPPORT) 2.1 Scope of Services The Supplier will provide the Hardware Support service for the Equipment as specified in Appendix 2S to schedule 2.1 (Services Requirements) and Appendix 4S to schedule 2.1 (Services Requirements) to the Service Levels specified in schedule 2.2 (Service levels). 2.2 Service Description Users will place Contacts with First Line Support as described in Schedule 1 (First Line Support). The Supplier will view the Incident queue via the SMTS Incident management system. The Supplier will have responsibility for Incident analysis and associated resolution for the Incident. The Supplier engineering team will be used to provide on-site support at the Head Office locations as detailed in Appendix 2S (Supported Equipment and Sites) to schedule 2.1 (Services Requirements).