The Scottish Legal Aid Board has consolidated a considerable part of its infrastructure support under a single support contract to minimise the required amount of contract/supplier management. This allows a small number of Infrastructure staff to manage a diverse set of technologies and deliver working solutions to customers. The incoming supplier should be aware that the requirements listed herein, are the ‘endpoint’ of a Storage and Server consolidation exercise running from February 2016 with an expected completion date of October 2016. During this period, a significant proportion of SLABs virtualised infrastructure will be migrated from the existing DL360 environment to a Cisco UCS environment (not covered by this agreement). The servers released by this migration will then be redeployed to our testing and continuity environment. By approximately October 2016, these servers will have moved to the Silvan House site. In addition, a number of the core Cisco switches will be removed from the contract around that time. The requirement is for both scheduled costs (such as break/fix and account management) and unscheduled costs including helpdesk calls, consultancy and onsite assistance. It is expected that the best responses will provide the Board with flexibility in the way that supplier resources can be called off from the contract. Responses should include the following: - Where direct assistance such as remote assistance, onsite consultancy or engineer time is required. Costs should be given for hourly and daily rates (other costs to be specified e.g. travel/expenses). - Maintenance will generally be scheduled ‘out of hours’. Where engineer/consultant rates incur a premium, these should be listed on the tender submission. It is also a requirement that, hardware, software and support may be added to or removed at any point. Annual renewals will be based on the inventory active at the start of the period. Over and above the detailed requirements listed in the sections below, general requirements are as follows: - A single point of contact for both helpdesk calls and account management covering the entire contract - All third parties (if used) must conform to the SLAs of the main contract - All costs and charges will be invoiced from and paid to a single point. Cost and charges for any part of the contract must conform to the agreed rates/expenses. - Most parts of the contract will require helpdesk calls to be answered 7am – 5pm, Monday to Friday with a next business day response however some non-resilient systems will require an 11 x 7 (7am – 5pm, Mon-Sun) service with a 4 hour response. Any exceptions to cover should be detailed in the tender submission but the helpdesk is expected to be available on most public or bank holidays. - Suppliers are required to not only confirm that they can deliver the requirements but are requested to demonstrate how those requirements would be met.