The Scope of Services, in brief, shall include but not limited to the following:

1.  IT Systems leasing, deployment, maintenance and support (including upgrade, if required) of Desktops, tablets/laptops, Printers and other relevant devices.

2.      Establish the functions of the Centralized Company Call Center (located in Ahmadi) as per the Scope of Services, and operate the Call Center using policies, processes and procedures recommended by the Contractor and mutually agreed with the Company.

3.      Use the Company’s IT Service Management System including any coordination required;

4.   Network, Application and field support services for Desktops, tablets/laptops. Printers and other relevant devices.

5.      Desktop operating systems and Service-related applications’ upgrade.

6.      Data protection and recovery services for Desktops and Tablets/Laptops.

7.      Compliance with ITIL Service Management Practices.

8.      Continuous Service monitoring and enhancements in addition to fulfilling the Service Level Agreement (SLA) .

9.      Establish Service-related policies and procedures and obtain Company’s approval. This shall be in alignment with the Company existing policies, procedures and ISO Standards.

10.  Resource management including continuous training and provision of backup manpower, and in addition to logistics management (such as: vehicles, drivers and laborers).

11.  Setup of an on-Site workshop and storage facility at a mutually agreed location arranged by the Company.

12.  24x7 support services for core and corporate systems.

13.  Inventory, asset control and store keeping of leased IT systems and consumables supplied by the Contractor, and other systems/consumables as instructed by the Company.

14.  Management of issues that may arise and require escalation to/from Contractor’s Head Office and its Technology/OEM Partners.

15.  Supply of additional number of equipment/additional equipment (not specifically listed in the Contract) and are required to commission all/any of the above services with no extra cost.

16.  Coordinate a smooth transition with the existing Contractor during the Transition Period and plan a well-scheduled Handing Over Period with the Company and following contractor.

1.      Maintenance of existing perpetual software licenses

2.      Provision of new and additional software licenses

3.      Maintenance of new and additional software licenses

4.      Consultancy Services

5.      Training Services

6.      On-Site support Services