Request for Quotation for Information and Communications Technology (ICT) Support Services for UNOPS/Cities Alliance Secretariat
Deadline: 19-Mar-2019 17:00 (GMT 0.00)
Request for quotation
The objective of this Request for Quotation is to identify vendor who are able to provide qualified Information and Communications Technology (ICT) Support Services for UNOPS-Cities Alliance Secretariat, located at the UN House, Boulevard du Régent 37-40, 1000 Brussels, Belgium.
Cities Alliance acceptable turnaround for support services in the following response time:
1. Vendor is expected to address customer concerns, problems and escalations in a timely manner, within one-hour response during office hour (Monday to Friday from 08:30 to 17:30 CEST)
2. Restoration of service – Service is expected to be restored either through a workaround or a permanent solution. Vendor is expected to resolve ninety percent (90%) of incidents within the time frame specified for each priority:
a. Critical -- 4 hours or less
b. High -- 8 hours or less
c. Medium -- 24 hours or less
d. Low -- 3 business days
3. For network monitoring and support: 24/7/365 emergency response time guaranteed.
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