Scope
Description
Scope :
L1 customer support
L2 application support (shared)
L3 application support (dedicated)
L2 dedicated application triage team with
direct contact with 3rd parties external (SLAs) or internal (OLAs)
Support Hours:
P1-P2-P3-P4: UK Business hours (8am-6pm)
• Extended hours
• 24x7 support (for selected priorities, e.g.
• P1,P2)
Ad-hoc on call
Monitoring :
Standard platform monitoring
Application exception handling
External log shipping
ITIL processes:
Service Operation/Transition: Incident, problem, requests, events, change, release, configuration
Maintenance:
Major & Minor updates and patching
Code changes:
Defects
(Minor enhancements if hours not used)
Testing:
Unit and Integration Testing
Reporting and Service Management:
Monthly service review, reporting adapted to customer requirements.
Contract 1. Managed Services of the Humberside Police Salesforce and Mulesoft Estate
Supplier
Contract value
- £329,352.84 excluding VAT
- £395,223.41 including VAT
Above the relevant threshold
Award decision date
4 July 2025
Standstill period
- End: 16 July 2025
- 8 working days
Earliest date the contract will be signed
17 July 2025
Contract dates (estimated)
- 17 July 2025 to 31 March 2028
- 2 years, 8 months, 15 days
Main procurement category
Services
CPV classifications
- 72200000 - Software programming and consultancy services
- 72300000 - Data services
Contract locations
- UKE1 - East Yorkshire and Northern Lincolnshire
Procedure
Procedure type
Direct award
Supplier
BOXXE LIMITED
- Companies House: 02109168
- Public Procurement Organisation Number: PHHQ-9334-BQRH
Floor 3, Artemis House
York
YO31 7RE
United Kingdom
Email: tenders@boxxe.com
Website: http://www.boxxe.com
Region: UKE21 - York
Small or medium-sized enterprise (SME): No
Voluntary, community or social enterprise (VCSE): No
Supported employment provider: No
Public service mutual: No
Contract 1. Managed Services of the Humberside Police Salesforce and Mulesoft Estate
Contracting authority
The Police and Crime Commissioner for Humberside
- Public Procurement Organisation Number: PWLD-8931-TXBR
The Lawns, Harland Way
Cottingham
HU16 5SN
United Kingdom
Region: UKE12 - East Riding of Yorkshire
Organisation type: Public authority - sub-central government