Objectives

The primary objective of this tender is to appoint a qualified partner to provide maintenance and support services for Eskom’s Mobility Service Suite (MSS) over a period of two (2) years. The scope includes ensuring software stability, applying updates and patches, troubleshooting, performance monitoring, training, documentation, and incident management to support Eskom’s operational needs.

Scope

The scope encompasses:

• Maintenance and support of existing MSS licenses.
• Application of minor, major, and quick fixes to align with Eskom’s evolving business and system integration requirements.
• Level 3 support including troubleshooting, diagnostics, and issue resolution.
• Regular software updates, security patches, and architecture optimization.
• Performance monitoring, stress testing, and system stability validation.
• Training sessions for users and detailed documentation of configurations.
• Emergency incident response and preventative action planning.
• License management and adherence to service level agreements (SLAs).

Technical Requirements

The technical requirements include:

• Provision of comprehensive Level 3 support (~160 hours/month).
• 24/7 technical support availability.
• Implementation of regular MSS software updates and security patches.
• Performance monitoring of the MSS environment with proactive optimization.
• Stress testing to ensure system robustness under load.
• Architecture optimization support for MSS version 9.5.
• Training and documentation to maximize user competency.
• Incident management with defined response times based on severity levels.
• Monthly service review meetings to evaluate SLA adherence.
• Escalation procedures with at least 3 levels beyond helpdesk support.
• Penalties for SLA breaches (e.g., < 95% SLA compliance results in penalties).

Skills Requirements

The successful tenderer must demonstrate:

• Proven experience in supporting and maintaining enterprise mobility software suites, specifically Hitachi’s MSS or similar products.
• Technical expertise in MSS architecture, security, and performance tuning.
• Capability to troubleshoot complex issues and perform system stress testing.
• Ability to deliver user training and produce detailed documentation.
• Support team with sufficient Level 3 support skills, including diagnostics, diagnostics analysis, and incident resolution.
• Experience in managing software licenses, security patches, and architecture optimization.
• Strong communication skills for reporting, documentation, and service review meetings.
• Knowledge of Eskom’s operational environment and compliance with relevant standards and contractual obligations.