Atmos Voice Recording Maintenance and Support

Eskom, South Africa's state-owned electricity utility, is seeking a qualified and authorised service provider to deliver five years of comprehensive maintenance and support for its CallCabinet Atmos voice recording platform, which is used by the National Control Centre (NMC) and Regional Control Centres (RMC) to capture, store, archive and retrieve operational voice communications. The system is mission-critical, supporting incident management, operational coordination, service quality monitoring and compliance with regulatory and audit requirements. The existing support contract is nearing end of life, and Eskom requires continued vendor support to mitigate risks including system downtime, security vulnerabilities, compliance gaps and performance deterioration.

The scope covers software licence support and maintenance, including vendor-issued updates, patches, security fixes and version upgrades; ad hoc system enhancements to meet new business requirements; and integration fixes with other systems. Technical support includes hardware maintenance across all sites where Atmos is deployed, troubleshooting of escalated issues such as audio quality and system slowness, 24/7 remote fault resolution, disaster recovery assistance, lead investigation of major incidents, stress testing, architecture optimisation, proactive health checks, audit log reviews, user role administration and performance tuning. Licence renewal covers approximately 620 analogue recording ports across eight operating units, plus 152 BIB extensions for Cisco BIB recorders. The provider must also transfer skills to at least ten internal support staff at no cost through monthly online knowledge-sharing sessions. All services are to be delivered remotely.

Service levels are defined across four severity tiers, with Severity 1 incidents requiring a 15-minute ticket acknowledgement, 30-minute support response and 12-hour resolution. The provider must operate a dedicated helpdesk with at least three escalation levels beyond it, and participate in quarterly SLA review meetings. Failure to meet at least 95% of SLA targets in a calendar month triggers penalties of 10% of that month's works completion certificate value. Bidders must also comply with Eskom's supplier quality management requirements, including a documented QMS aligned to ISO 9001 (certified or demonstrably compliant), a quality method statement, contract quality plan, and documented evidence of supplier evaluation processes. The contract offers long-term recurring revenue for providers with proven enterprise voice-recording expertise.