EMu Support and Maintenance 5-year agreement

Required goods: Maintenance renewal from Axiell

Services or works: EMu Support and Maintenance

Cost for 5 years: £60,034.48 (ex. VAT)

Supply: Axiell to supply support and maintenance to the Royal Armouries for EMu via online customer service portal, service desk telephone.

The scope of services to be provided under this 5-year agreement shall include, but not be limited to, the following:

Software Updates and Upgrades: Provision of all applicable EMu software updates and upgrades released during the contract period, including associated documentation and installation support.

Support via Service Desk (Hornbill) or Telephone/Teams: Responsive and reliable support services delivered through the Royal Armouries' designated service desk (Hornbill) or via telephone/Microsoft Teams, adhering to agreed-upon service level agreements (SLAs).

Maintenance: Proactive maintenance services to ensure the ongoing stability, performance, and security of the EMu system, including but not limited to database maintenance, performance monitoring, and issue resolution.

Regular Server Updates: Coordination and implementation of regular server updates, including necessary testing and validation, to maintain system security and compatibility. All server updates must be communicated with Documentation officer as per section "Contact".