Framework Service Contract for administrative, proactive, reactive services to Data Centre equipment and systems and provision of supplies, spare parts and materials

materials. The scope of the Contract covers the following services (not exhaustively listed): 1. Administrative Services: – roles and responsibilities; – account support plan; – review sessions. 2. Technical Services: – service requests management; – reactive services including remote and on-site s

upport; – service requests escalation management; – proactive services including software support and reliability tests and reporting; – monitoring DCIM alarms and notifications. 3. Service Level Agreement (SLA) to be proposed by the Contra