Total quantity or scope of tender
Tender brief: 24 month contract, £15,000 per annum
THE SUCCESSFUL SUPPLIER WILL COVER THE FOLLOWING:
HOSTING PROVISION AND HARDWARE SECURITY
To liaise with the server host in order to maintain a functioning service.
To report back to the Client on procedures carried out and solutions required with an estimate of timeframe and costs.
To be aware of and ensure compliance with cyber security requirements
To be aware of and ensure compliance from the server host with regard to their server failure guarantees.
To ensure that if server failure occurs and there is no resolution within 24 hours of contacting the server host technical support, there is clear communication between the server host, the Client and supplier to ensure a speedy resolution of the problem.
To advise the Client on alternative hosting options should server failure occur for a period of more than 10 working days in a year.
To be responsible for regularly upgrading the necessary software associated with the application. Software upgrades should be made within 30 days of release.
To inform the Client of all such upgrades and give due notice where an upgrade requires downtime of the system for any period.
To ensure that all upgrades are reflected in maintenance and updates to the user manual.
To ensure full disaster recovery of data and associated application structure in the event of server host loss.
To arrange temporary system use in the event of disaster, until the system is fully restored.
To supply initial disaster recovery advice if caused by the inadvertent actions of the Client. Payment for data and system recovery in this instance to be arranged outside the terms of this agreement.
To ensure that the system and application code is backed up every night through downloads to the server host and that the data and application code is recoverable in the event of a disaster.
To regularly observe backup routines to check downloads are made.
To restore the system from backup to server in event of failure.
SUPPORT
To ensure full daily functioning of HEROS, with the exception of the sections noted above.
To ensure mechanisms are in place to allow users to continue using the system whilst changes are made and/or bugs are fixed.
To ensure that bugs arising from server changes, upgrades and other processes performed by the supplier, are fixed within 1 working day of the Client reporting a problem(s) to the supplier, at no cost to the Client.
To ensure the resolution of critical operational failures which arise by software, within 5 working days of the client reporting the failure to the supplier.
To ensure that bugs and/or operational failures caused by the actions of the Client are resolved within 5 working days. The amount of time spent resolving these problems should not exceed 5 working days within any calendar month of the agreement. If the time spent exceeds 5 working days then the time should be charged separately to, and outside, the terms of this agreement
Where bugs and operational failures cannot be fixed within 5 working days, the supplier must ensure that the Client is informed of the reasons why and resolution, including a timeframe.
To fix and maintain the codebase of HEROS through minor edits and additional programming, within the scope of this agreement.
To provide training to the Client on operational functions
MASTER COPY OF HEROS CMS
The master copy of the HEROS system used by the Client must reside with the Client.
PAYMENT TERMS AND RENEWAL
The supplier will invoice on a monthly basis for the work undertaken.
The agreement is fixed term but may be renewed bi-annually. Variations to level of service during the term must be negotiated outside the remit of this agreement.
IPR AND CONFIDENTIALITY
The client specific components of the software structure and functionality is open source code and is therefore available for use by other parties who may form a working relationship with the supplier outside of this agreement.
Copyright for the data held within the system belongs to the client and partners (where applicable).
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