Appendix 5 – Service Delivery
September 2015
Open procedure
regarding
CONTRACT FOR DELIVERY AND IMPLEMENTATION OF AN ITSYSTEM FOR PLAGIARISM CONTROL, INCLUDING OPERATIONS
AND RELATED SERVICES
Aarhus University
Procurement
Fuglesangs Allé 26
8210 Aarhus V
Aarhus Uni
Procurement
Fuglesangs Al
8210 Aarhus V
Case-no. 105050
Case-no. 75778
Content
1.
Introduction ..................................................................................................................................................... 3
2.
Requirements concerning Service Delivery .................................................................................................... 3
3.
Service windows ............................................................................................................................................... 6
4.
Payment ............................................................................................................................................................ 6
Case-no. 105050
Instructions to Tenderers
This Appendix 5 governs the Customer’s requirements regarding the Service Delivery, including services
related to operation, maintenance and support of the IT-system for plagiarism control.
The Tenderer should:
-
Fill in the yellow marked response boxes in section 2 with “Yes”, “Partly” or “No” as requested and
insert a further description of the offered.
Except from the above mentioned this Appendix constitutes a minimum requirement and no
reservations can be made.
The Tenderers completion of this appendix in the yellow marked response boxes will be assessed in
accordance with the sub-criterion “Time schedule, method and Process”.
Please be aware, that the offered Service Delivery, including operations, maintenance and support must be
offered at a fixed monthly price. The Service Delivery fee is specified in Appendix 12.
Guidance text is in italics with yellow marking. This text will not form part of the final Contract.
This section under the heading "Instruction to the Tenderers" will not form part of the final Contract.
Case-no. 105050
1. Introduction
Service Delivery to the IT-system for plagiarism control cover operation, maintenance and support and all
included services (including hosting) to the system.
Further terms subject to Service Delivery follow from the Contract with Appendices, including Appendix 6.
Service Delivery must be delivered from the Acceptance Date in accordance with the Contract.
2. Requirements concerning Service Delivery
Requirements to Service Delivery and the Supplier’s fulfilment hereof follow in detail from the table below.
Title
Requirement
Degree of
fulfilment
(Yes/Partly/No)
Description of the
Supplier’s fulfilment
1 Operation,
maintenance
and support
The Customer handles all 1st level
support within its own
organization, based on relevant
education and training received
from the Supplier (See appendix 1
for an outline of the Customers
resources for support).
[To be completed
by the Tenderer
[ Please insert description of
fulfilment ]
The Supplier shall deliver secondline support, including giving
advices to the Customer regarding
the use IT-system for plagiarism
control.
[To be completed
by the Tenderer
In accordance with good practice
among IT industry Suppliers the
Supplier must be responsible for
carrying out all preventive
maintenance measures needed to
keep the IT-system for plagiarism
control in good and reliable
condition. This includes, among
other things, analysing solution
status and implementing
measures that can help prevent,
eliminate or reduce problems.
The analyses may include
analyses of incidents and problem
management, security events and
compliance with the service level
[To be completed
by the Tenderer
Case-no. 105050
Insert either
“Yes”, “Partly” or
“No”]
[ Please insert description of
fulfilment ]
Insert either
“Yes”, “Partly” or
“No”]
Insert either
“Yes”, “Partly” or
“No”]
[ Please insert description of
fulfilment ]
goals, cf. Appendix 6.
In accordance with best IT
practices the Supplier must
regularly provide patches to
rectify known defects and close
potential and known security
issues.
[To be completed
by the Tenderer
[ Please insert description of
fulfilment ]
The Supplier’s internal processes
should furthermore be suitable
for ensuring a relevant and
adequate delivery of operations,
maintenance and support.
[To be completed
by the Tenderer
The Supplier must immediately
report serious defects or security
events to the Customer and
periodically report system
incidents and problems along with
planned and/or implemented
initiatives.
[To be completed
by the Tenderer
The Supplier shall appoint a
relevant support organization.
[To be completed
by the Tenderer
[ Please insert description of
fulfilment ]
Insert either
“Yes”, “Partly” or
“No”]
The Tenderer should describe
other relevant functions etc.
related to the support of the
System offered.
Insert either
“Yes”, “Partly” or
“No”]
[ Please insert description of
fulfilment ]
Insert either
“Yes”, “Partly” or
“No”]
[ Please insert description of
fulfilment ]
Insert either
“Yes”, “Partly” or
“No”]
The description should further
include a description of other
relevant functions etc. related
to the support of the System
offered
Case-no. 105050
The opening hours for phone calls
to the Supplier’s support should
be Business Days from 9:00 AM
to 4:00 pm, local time in
Denmark.
[To be completed
by the Tenderer
[ Please insert description of
fulfilment ]
Insert either
“Yes”, “Partly” or
“No”]
Furthermore it should be possible
to contact the Supplier’s support
by e-mail, web-form and instant
messaging.
The Supplier’s support shall be
able to handle and provide
support concerning and in
relation to:
2 Version and
Releases
-
Technical issues, e.g. issues
concerning system set-up,
administration, etc.
-
Specialised questions
regarding use of system
(system administrators only)
-
Advice on operating problems
[To be completed
by the Tenderer
Insert either
“Yes”, “Partly” or
“No”]
The support must be provided by
the Supplier’s employees who
have a good knowledge of the
system and the Contract.
[To be completed
by the Tenderer
[ Please insert description of
fulfilment ]
The psychical location of the
Supplier’s datacentre shall at any
time be communicated by Notice
to the Customer
[To be completed
by the Tenderer
[ Please insert description of
fulfilment ]
Insert either
“Yes”, “Partly” or
“No”]
[As a part of the response the
Supplier should state
psychical location of the
Supplier’s datacentre]
The Supplier should set-up
relevant procedures in regards to
release management.
[To be completed
by the Tenderer
[Please insert description of
the offered subject to the
requirement]
Insert either
“Yes”, “Partly” or
“No”]
Insert either
“Yes”, “Partly” or
“No”]
Case-no. 105050
[ Please insert description of
fulfilment ]
The description should include
a thorough description of the
offered release management
and the involvement of the
Costumer.
This relates to e.g.:
– bug fixes
– implementation of
new functionalities,
– updates / upgrades of
software / hardware,
etc.
New Releases must be made
available to the Customer within a
reasonable timeframe, and
information of new Releases must
reach the Customer well in
advance.
[To be completed
by the Tenderer
The Customer’s System must
never be more than one (1)
number of Version/Release in
arrears, cf. Appendix 6.
[To be completed
by the Tenderer
If any of the systems offered by
the Supplier requires desktop
client software delivered by the
Supplier, the Supplier shall take
actions to keep such desktop client
software updated.
[To be completed
by the Tenderer
[ Please insert description of
fulfilment ]
Insert either
“Yes”, “Partly” or
“No”]
[ Please insert description of
fulfilment ]
Insert either
“Yes”, “Partly” or
“No”]
[ Please insert description of
fulfilment ]
Insert either
“Yes”, “Partly” or
“No”]
Faults and Defects must be categorised and rectified in accordance with the service level goals described in
Appendix 6. Furthermore the support must comply with the service level goals as stated in Appendix 6.
3. Service windows
Service windows may be scheduled twice a month and in the period from 18.00 onwards. Minimum notice of
five working days must be given for service windows. Maximum duration of a service window is 2 hours.
Performance of urgent necessary changes outside reserved service windows must be agreed with the
Customer in advance.
4. Payment
Case-no. 105050
The Supplier’s payment for Service Delivery, including operations, maintenance, support and any other
ongoing services, is included in the Service Delivery fee as specified in Appendix 12.
Case-no. 105050