16 120 VERITAS NETBACKUP SUPPORT AND MAINTENANCE 12 MONTHS

Cheshire East Council are the lead authority for this procurement, which is a joint requirement for both Cheshire East and Cheshire West and Chester Borough Council. The contract will be formed between Cheshire East Council and the contractor. Cheshire West and Chester Borough Council will be a beneficiary under the contract. Support Offerings required by the Councils: 1. Essential Support. • Access to technical support provided by telephone on a 24x7 basis; • Continuous Efforts Problem Resolution Engineering (available upon request for Severity 1 Cases only); • Access to the Veritas technical support website; • Delivery of bug fixes and patches; • Essential Support includes Upgrade Assurance; • Licensee may designate up to six (6) individuals per title of Software for Essential Support to act as liaisons with Veritas Technical Services staff ("Designated Contacts"). 2. Basic Maintenance. • Access to technical support provided by telephone from 8 a.m. to 6 p.m. during the normal business week of, and in accordance with statutory holidays of, the country where the Software is installed; • Access to the Veritas technical support website; • Delivery of bug fixes and patches; • Basic Maintenance includes Upgrade Assurance; • Licensee may designate up to two (2) individuals per title of Software for Basic Maintenance to act as Designated Contacts. Please see attached documentation for full details.