Mintek seeks proposals for Labware LIMS support services for a 12-month period. Key requirements include comprehensive support, remote and onsite assistance, and adherence to strict service level agreements.
This tender invites qualified suppliers, including authorized Labware resellers, to provide Labware LIMS support services for a duration of twelve months. The successful bidder will deliver 1st, 2nd, and 3rd line support, ensuring that all incidents and requests are addressed promptly according to defined priority levels. A fixed monthly retainer fee will cover all support efforts, while an additional 600 hours for ad-hoc development work will be available upon approval by Mintek.
The scope of work includes maintaining system accessibility, providing documentation updates, and conducting monthly SLA meetings. The bidder must ensure that support is available remotely and onsite as needed, with after-hours assistance offered at a predetermined rate. This contract emphasizes knowledge transfer, including the creation of user guides and administrator documentation, ensuring Mintek's staff are well-equipped to manage the Labware LIMS effectively. Bidders must demonstrate their capability to meet these requirements and provide evidence of relevant experience and qualifications.
This tender is suitable for IT service providers, particularly those with expertise in laboratory informatics and experience in supporting Labware LIMS systems. Companies that can demonstrate a strong track record in similar projects and possess the necessary technical qualifications are encouraged to apply.
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