Support
Policy and procedure for everything after your order ships, and the people to contact for each.
How a new task order is stood up: onboarding, access, and transition from an incumbent where applicable.
Each task order begins with a transition period agreed at award, covering personnel onboarding, security processing, access provisioning and knowledge transfer.
Where we are succeeding an incumbent, we agree a transition-in plan with the Contracting Officer's Representative before performance begins.
How delivered work is accepted, and the performance standards that apply during the period of performance.
Services are performed to the standards set out in each task order. Acceptance criteria and any service level measures are defined at the order level.
Any concern about scope, schedule, personnel or performance is handled through our Quality Assurance process and directed to the Deputy Program Manager as necessary.
How support continues beyond the base period, and how deliverables are maintained once accepted.
Requests to enhance or change scope go through the same Quality Assurance process with the Deputy Program Manager. A change in scope is made formal by the Contracting Officer.
Option periods are exercised at the Government's discretion under the terms of the task order.
Where a task order delivers a product or licence alongside services, the manufacturer's warranty applies to that item and is stated on the quote.
Support for systems and infrastructure we operate or maintain under a task order.
Where a task order includes operations and maintenance or service desk functions, support hours, response targets and escalation are defined in that order.
Outside an active task order, contact the programme office and we will direct your enquiry.
Support for applications we develop, deploy or maintain, including defect correction and documentation.
Applications delivered under Technical Area 3C are supported to the terms of the task order, including defect correction, documentation and handover.
Third-party licences procured in support of a task order carry the publisher's own terms, which we identify on the quote.
Invoicing, closeout, deliverable handover and anything not covered above.
Closeout and the handover of deliverables follow the terms of the task order.
Invoicing and payment questions are handled by the programme office.
