Reference: ITT/RG13/D068/12 8/2/2012, Location: Middle East
Category: Maintenance and Repair
Scope of Work
The purpose of this Contract is provide the Company with Citrix System Renewal of the maintenance contract, provide 24 X 7 technical support and provide all updates and upgrades.
Contract Duration: Three (3) years from effective date of the Contract. Effective date shall be 1st October 2012. Commencement date shall be 1st October 2012.
Scope of Work shall include, but not limited to:
Technical Support Services
a) Telephone Assistance:
The Contractor shall provide telephone support to the company twenty-four (24) hours per day, seven (7) days per week a including all public holidays. This service includes provisioning of both technical and operational advice.
b) Onsite Maintenance:
Six (6) site visits per year for two (2) days to support and maintain all the products.
c) Packages Upgrades:
During the term of this Agreement the Contractor shall provide the company any new released (upgrade) for all the products as per Section 3 – Scope of Work for free of cost.
d) Problem Resolution:
The Contractor shall provide remote fault reporting, escalation, and resolution for all the products as per Section 3 – Scope of Work to the company.
e) On Site Dispatch:
In case of severe system degradation, where remote support and all other means of restoring the service have failed, the Contractor, upon the request of the company, and if on-site support is necessary and appropriate, will dispatch a trained and qualified Citrix consultant to the company premises to further define and address Software problems. All charges in connection with this on-site support shall be for the account of the company. Such charges will be agreed between the company and the Contractor.