Annual Maintenance, Support and Development of the Dounreay Environmental Sample Management System

The scope of services for this contract includes the following activities:

Maintenance Services

The Consultant shall:

• Provide and update technical documentation for the system
• Maintain and manage the renewal of the annual licensing (on behalf of the Employer) required for operating the following software from May 2022 until contract end:
• oFilemaker Pro (Server and Employer)
• oMBS FileMaker Plugin (20 seats)
• oMSB Plug-In - Server
• oLibXL Windows
• o360Works MirrorSync (10 seats)
• Proactively maintain the current application and installation via remote access to a virtual server owned by the Employer to ensure efficient operation and data storage.
• Resolve any issues or defects reported by the Employer
• Ensure security updates and upgrades are applied in a timely manner to protect the integrity of the system
• Rectify and action any security defects that are identified through proactive vulnerability scanning and system health checks
• Have and maintain development and online mapping servers held under the Consultant's control.

Support Services

The Consultant shall:

• Provide a technical capability to ensure that the system is always functioning correctly and resolve issues promptly.
• Provide a telephone/video conference support service to resolve operator issues
• Provide a dedicated support contact for urgent issues
• Provide an incident handling procedure including an escalation process
• Provide a quarterly/annually report on the incidents that have been raised and status of resolution, adherence to service level agreement below.
• Ensure all support services are responded to within 4 hours and resolved within 2 day as the agreed SLA

Development Services

The Consultant shall

• Develop new processes, as directed by the Employer, to increase the functionality and scope of the system
• Develop improvements to the existing system, as directed by the Employer.
• Follow change control procedures as specified and documented by the Consultant to maintain the integrity of the system
• Provide a quarterly/annual report on the system changes within that period and the time spent on delivering these development changes.
• Develop based on secure software standards, provide assurance of adherence
• Develop testing cycle to ensure stability and erroneous code does not impact on the availability and security of the system