Tenders are hereby invited for the following: Reactive and proactive support and maintenance of Hewlett Packard Hardware (on an as and when required basis) in the Free State Operating Unit for a period of three years. Scope: Reactive Support: Hardware: - Remote problem diagnosis and support; - On-site hardware support; - Replacement parts and materials; - Visual Remote Guidance (VRG); - Dashboards; - Firmware updates for selected products; - Collaborative Support and Collaborative Assistance; - Periodic maintenance (for selected products); - 6-hour hardware call-to-repair (Critical service level only); Software: - License to use software updates; - Software support; - Installation advisory support; - Software features and operational support software product and documentation updates; - This service should include: 24 x 7 access to online self-serve and self-solve capabilities, 24 x 7 incident logging, and for supported devices, analytics and automated incident submission; Proactive Support: Enhanced incident management: - Environment profiling; - Multi-channel access to know-me experts; - Remote 24/7 response; - Priority access and routing; - Accelerated escalation management; - Incident analysis and reporting; Service relationship management: - Support activity review or incident report; - Operational and technical advice or operational assistance; - Support Centre; - Education planning and assistance. (Offerte №97709742it)