Services -Contract - Second Line Support of STS GeoSCADA

Description

United Utilities (UU) Strategic Telemetry System (STS) is a mission critical system deployed to enable the remote monitoring and control of UU assets from the ICC. UU’s current install is Schneiders GeoSCADA system. The scope of the agreement will be the support and maintenance of our STS. The agreement allows for a 24x7x365 incident coverage. UU will provide the first response with 2nd Line support being provided. The scope covers: • Hardware Services – repair/return services • Software Services – Bug fix and test • Service management • Incident management • Monitoring and support – Master System to enable remote diagnosis for chronic remote telemetry unit (RTU) failure. Lot 1: United Utilities (UU) Strategic Telemetry System (STS) is a mission critical system deployed to enable the remote monitoring and control of UU assets from the ICC. UU’s current install is Schneiders GeoSCADA system. The scope of the agreement will be the support and maintenance of our STS. The agreement allows for a 24x7x365 incident coverage. UU will provide the first response with 2nd Line support being provided. The scope covers: • Hardware Services – repair/return services • Software Services – Bug fix and test • Service management • Incident management • Monitoring and support – Master System to enable remote diagnosis for chronic remote telemetry unit (RTU) failure. Services include: • 24x7 service desk contactable by telephone, email and via web interface • 24x7 support for all components including any required on site engineering attendance • Incident management in line with UU procedures • Problem management in line with UU procedures • Provision of Service summary and detailed service level report to an agreed calendar • Compliance to agreed KPI’s and/or Service levels • Provision of monitoring of all supported components • Provision of a secure portal for UU to access providers services and reporting For further information please refer to the document attached to this notice named Appendix A - Detailed Scope Second Line Support of GeoSCADA Additional information: This PIN is a request for information only at this stage. A future procurement is planned and we estimate the Contract Notice will be published later in the year 2022. Response deadline (UK time): 01/02/2022 17:00