The FPS Finance wants to extend and extend the existing support for its Oracle SL3000 tape library and for its Scale-out NAS environment (Power Scale) consisting of 80 A200 hosts whose support ends on 13-03-2024 and 32 A200 hosts whose support expires on 25-06-2025.
This contract will be divided into 2 lots:
Lot 1: Extension of existing support for Oracle SL3000 Tape Library for 3 years.
Lot 2: Extension of existing Pro Support Plus for the Scale-out NAS environment. This extension covers, on the one hand, 80 A200 hosts (with expiry date of the existing contract on 13-03-2024) for 4 years and, on the other hand, on 32 A200 hosts for 3 years (with expiry date of the existing contract on 25-06-2025). In both cases, the date set for the end of support by the provider must be taken into account.
Extended existing support for Oracle SL3000 Tape Library for 3 years.This batch shall cover the media to be supplied for the products listed in Annex F10 relating to the sl3000 media.
E.2.1.1. EQUIPMENT MAINTENANCE
The tenderer undertakes to maintain the equipment in accordance with the following services.
Comprehensive hardware support includes:
- technical analysis and diagnosis
- the reminder of the adjudicator by the successful tenderer after the opening of a call
- the supply of spare parts
- the on-site intervention of a technician to restore the equipment to working order within the time specified in the SLA.
A. Problem Analysis and Diagnosis
Complete diagnosis and resolution of the problem and identification of the necessary actions to deal with the failure. The technical teams of the FPS Finance provide the necessary logs in case of request or need.
B. Proposal for an action plan
An action plan is provided within the response time corresponding to the Service Level Agreement (SLA) option chosen. (see point G.). The action plan contains the results of the diagnosis and lists the actions needed to remedy the impairment.
C. On-site intervention
The on-site intervention is carried out by the tenderer's local technical team.
D. Spare parts
The spare parts necessary to deal with the failure on the equipment concerned must be provided. They must be included in the proposed price.
E. Report
A general ticket report will be provided upon request. This report will cover the contract period already underway with the supplier's support service.
This report will include the following
Number of tickets opened and closed.
Description of the problem and measures taken.
Dates of open and closed tickets.
Degree of criticality of the error and type of intervention planned.
F. Operating System and Software Support
This service includes:
- Perform all firmware updates of existing SL3000 environment drives to the latest version.
- Update all library firmware and console software to the latest versions.
- Support ACSLS (Automated Cartridge System Library Software).
The number of these services is unlimited per year.
G. Service Level Agreement (SLA).
Corrective maintenance services are performed within the timeframes defined in the conditions below, based on the SLA options defined below. The service level agreement is assigned per incident based on the severity of the failure (minor, major, or critical). An escalation matrix must be proposed by the tenderer.
Extension of existing Pro Support Plus for the Scale-out (Power Scale) NAS environment.The FPS FIN wants to extend Pro Support Plus to existing Isilon A-200 hosts.
This is the first step of extending support to the 80 A-200 hosts whose support expires on 13-03-2024. In a second step, the extension of support on the 32 hosts whose support expires on 25-06-2025. See attached list "Support isilon.xls".