Procurement

Managed Services of the Humberside Police Salesforce and MuleSoft estate.

Procurement identifier (OCID): ocds-h6vhtk-055900

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.