Scope
Reference
STA HP 1526
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
Date signed
16 July 2025
Contract dates
- 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
Justification for not setting key performance indicators
The contract value is above the relevant threshold but not above 5 million.
Other information
Conflicts assessment prepared/revised
Yes
Procedure
Procedure type
Direct award
Direct award justification
Additional or repeat goods, services or works - extension or partial replacement
Please refer to the Procurement Act 2023 - Schedule 5
Additional or repeat goods, services or works
The public contract concerns the supply of goods, services or works by the existing supplier which are intended as an extension to, or partial replacement of, existing goods, services or works in circumstances where-
(a)a change in supplier would result in the contracting authority receiving goods, services or works that are different from, or incompatible with, the existing goods, services or works, and
(b)the difference or incompatibility would result in disproportionate technical difficulties in operation or maintenance.
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