STATEMENT OF REQUIREMENTS 1. 1 Introduction. 2 Services. 3 Part Bids

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1 STATEMENT OF REQUIREMENTS 1 Note to Tenderers responding to this Statement of Requirements: Where an obligation is stated to apply to the Contractor, this refers to an obligation which is intended to be included in the Official Order and any Work Order made under it, if any. (b) Where an obligation is stated to apply to the Tenderer, this refers to a requirement for the Tenderer to provide the relevant information as part of its Tender. 1 Introduction 1.1 Scope The Commonwealth is seeking to establish a single panel arrangement for Telecommunications Commodities, Carriage and Associated Services (Services) for provision to the Government The scope of this RFT includes: (b) mobile voice and data services including SIM cards (Carriage); mobile handsets, Smartphone handsets and Mobile Broadband modems (Devices) and Accessories; and (c) services associated with the above (Associated Services) The scope of this RFT specifically excludes: 2 Services (b) (c) (d) fixed carriage services; fixed phone handsets and accessories for fixed phone handsets; satellite phones; and video conferencing. 2.1 Finance requires 3 Categories of Services as well as Associated Services: Category 1 Carriage Category 2 Devices Category 3 Accessories 3 Part Bids 3.1 As per clause 78.2 Finance will accept a Tender for part of the Services. 3.2 Tenderers may submit a Tender to provide from one to three Categories of Services and any mix of Categories of Services. However, if a Tenderer submits a Tender response to provide Class 1, Class 2 and/or Class 3 Devices within Category 2 Devices, that Tenderer must also provide a response in respect of Category 3 Accessories for all Classes of Device covered by that Tender. 3.3 Tenderers may wish to supply only some of the Category 2 Devices, that is, they may tender to provide one to four Classes of Device, or any mix of Classes. 1 This Statement of Requirements was included in Part F of the Request for Tender to join a Panel for the provision of Telecommunications Commodities, Carriage and Associated Services (RFT FIN10/AGI002).

2 3.4 All Tenders should incorporate Associated Services for any Category which is included in their Tender response. 4 Definition of Capabilities 4.1 In this Part F Statement of Requirements, each function or capability to be provided by the relevant Service is described as follows: the function or capability must be provided and if the Tenderer indicates that it is not able to be provided then the proposed Service will be evaluated as non-compliant and not appropriate for use within the relevant Category, or in the case of Devices, relevant Class. Tenderers should refer to clause 91.3 regarding the consequences of failing to meet an Requirement the Commonwealth considers that the provision of the function or capability is advantageous, but if the Tenderer indicates that it is not able to be provided this will not be treated as being material to a compliant/non-compliant evaluation outcome but may be taken into consideration as part of the evaluation Optional the function or capability can be provided with the proposed Service if requested by an Agency, but if the Tenderer indicates that it is not able to be provided this will not be treated as being material to a compliant/non-compliant evaluation outcome but may be taken into consideration as part of the evaluation. CATEGORY 1 - Carriage 5 Mobile Voice Services Requirement for this Category 5.1 The Tenderer must demonstrate the ability to provide an end-to-end carriage service for the delivery of voice calls over a mobile network, specifically: access to the GSM, 3G networks; the ability to make and receive phone calls; a mobile phone number; a choice of directory listing options; and access to a messaging service. 5.2 The Tenderer must demonstrate the ability to provide the following call types: fixed line calls; mobile calls; calls to international fixed line; calls to international mobile special services (i.e. ships at sea, 05 number range, 13, 1300, 1800, 1900);

3 5.2.6 operator assistance; information calls; and directory assistance. 6 Mobile Data Services 6.1 The Tenderer may demonstrate the ability to produce a report on the type of data that is being downloaded, e.g. images, sound files, video files. Optional 7 International Voice and Data Roaming 7.1 The Tenderer should demonstrate that it can or does hold International Voice and Data Roaming agreement(s) for Carriage. 7.2 The Tenderer should provide: a list of international carriers with which International Voice and Data Roaming agreement(s) for Carriage are held; the countries covered by these agreements; and any Device and SIM limitations for Devices being used in these countries. 7.3 The Tenderer should demonstrate the ability to provide brokerage services which would arrange short term Device hire for officers of an Agency who are visiting any country: with which the Tenderer does not have an International Voice and Data Roaming agreement; or that uses technologies and standards that are not compatible with Australian technologies and standards. 8 Elective Mobile Services 8.1 The Commonwealth currently uses many elective mobile services such as: call forwarding; call waiting; diversion to Voic ; Voic retrieval; Multimedia Messaging Service (MMS); Short Messaging Service (SMS); and Voic . Note to Tenderer 8.2 Tenderers should demonstrate the ability to provide the

4 elective mobile services that they offer which may include additional services similar to those outlined in clause Mobile Service Coverage 9.1 The Tenderer must state the proportions and provide maps of the areas of Australia where it provides coverage for all call types set out in clause 5.2 of this Part F Statement of Requirements. 9.2 Contractors will be required to maintain and continue to provide updated maps to Customers. Note to Tenderers 10 Mobile Phone Numbers 10.1 The Tenderer should demonstrate the ability to change the number of any mobile service at any time The Tenderer should demonstrate the ability to change a mobile service number due to nuisance calls, without additional cost to the Customer (unless the new number is of a higher class) The Tenderer may demonstrate the ability to provide Premium Numbers. Premium numbers will be categorised into three classes: Optional Gold if the number provided contains, at the Commonwealth s request, 6 of the same number, 6 numbers in sequence or 3 identical pairs Silver if the number provided contains, at the Commonwealth s request, 5 of the same number, 5 numbers in sequence, identical pairs in the same position within triplets, 3 pairs not identical or 3 pairs in sequence Bronze if the number provided contains, at the Commonwealth s request, 4 numbers in sequence, 1 triplet with identical numbers or 2 out of 3 identical pairs. 11 Connection and Service Activation 11.1 The Tenderer must demonstrate the ability to ensure that 90% of applications for mobile service activation from an Authorised Representative will be connected within 2 hours upon receipt of the application sent during Business Hours, with the remaining 10% done within 24 hours, at no additional cost to the Customer The Tenderer must demonstrate the ability to ensure that for number porting between carriers, 90% of the numbers are connected within 2 hours, with the remainder done within 24

5 hours, at no additional cost to the Customer The Tenderer must demonstrate the ability to suspend a service in the following circumstances: the Device is lost or stolen; or an Authorised Representative requests it The Tenderer must demonstrate the ability to reactivate a suspended service. 12 SIM Cards 12.1 The Tenderer must demonstrate the ability to provide SIM cards at no additional cost to the Customer. 13 Roadmaps 13.1 Tenderers should provide a roadmap for provisioning for 4G, Long Term Evolution and other technologies they consider relevant. CATEGORY 2 DEVICES 14 Mobile Device Requirements 14.1 Four separate Classes of Device with varying functionally requirements are required as described in Table 26: Device Class Descriptions: Class 1 Requirements for senior executives and other like staff (mobile and Smartphone handsets); Class 2 Requirements for general staff (mobile handsets); Class 3 Requirements for technical staff and developers, as well as staff with special needs (mobile and Smartphone handsets); and Class 4 Requirements for staff with Mobile Broadband access needs The Tenderer must demonstrate the ability to provide the Class requirements as described in Table 26: Device Class Descriptions for each Class covered by its Tender. Table 1: Device Class Descriptions ( Capability Requirements) Class Description Capability Requirement Class 1 Requirements for senior executives and other like staff The people utilising these Devices are those that require the ability to stay in contact at all times. Devices must enable users to: make and receive voice calls; make and receive SMS messages; create, send and receive s; synchronise their Device to so that data can be transferred to

6 Class 2 Class 3 Class 4 and from a workstation or laptop; have Internet/intranet connectivity; open attachments from s; make and receive MMS; and have Wireless and Bluetooth connectivity. Requirements for general staff The people using these Devices have a minimum requirement for the ability to: make and receive voice calls; and make and receive SMS messaging. Requirements for technical staff and developers as well as staff with special needs The people utilising these Devices have a minimum requirement for the ability to: make and receive voice calls; make and receive SMS messaging; synchronise their Device so that data can be transferred to and from a workstation or laptop; have Internet/intranet connectivity; create, send and receive s; open attachments from s; and have their Device act as a pager. Requirements for staff with Mobile Broadband access needs: The people utilising these Devices have a minimum requirement for the ability to: establish a Mobile Broadband connection utilising HSDPA, 3G or other technologies available from carriers within Australia; transfer data across the Mobile Broadband connection at all speeds available from the underlying connection technology; and install and operate the interface and control software on a range of operating systems The Tenderer must demonstrate (in relation to the Classes covered by its Tender) the ability to provide: Class 1, Class 2 and Class 3 Devices with the following In the Box Accessories: (b) (c) (d) instruction manual; battery; charger; and wired headset Class 1 and Class 3 Devices which include a USB data Capability Requirement

7 transfer cable for connecting the Device to a PC or laptop Class 4 Devices with the following In the Box Accessories: (b) instruction manual; and interface and control software; Devices which include, as In the Box Accessories, any additional Accessories reasonably required for the successful operation of the Device Devices and Accessories which are approved for use in Australia. Devices and Accessories must meet the minimum safety and network integrity standards set by the Australian Communications and Media Authority (ACMA) Class 1, 2 and 3, Devices must not be subject to: (b) SIM locking or any other mechanism that will prevent the use of a different SIM to the one originally supplied; or any mechanism that prevents the use of the Device on another infrastructure, such as VOIP, other than for the prevention of illicit use The Tenderer may demonstrate the ability to offer Optional capabilities, which the Customer may choose to have included with the Device depending on Agency requirements. Optional 15 Disablement and Enablement of Capability 15.1 The Tenderer must demonstrate the ability to disable capabilities of the Device so that the Device has only the features for the Class in which it falls The Tenderer must demonstrate the ability to enable and disable additional capabilities for Agencies in order to meet their specific needs Where a capability is not an requirement or has not been specifically agreed by the Customer, the Customer will not be liable for any Charges in relation to that capability including but not limited to disablement or enablement charges or any usage of that capability incurred by the user. Note to Tenderers 16 Security Requirements 16.1 The Tenderer must demonstrate the ability to offer Smartphones that are compatible with software that is listed on the Evaluated Product List as put out by Defence Signals Directorate. This list can be found at

8 17 Data Sheets 17.1 The Tenderer must demonstrate the ability to provide a data sheet detailing the specification for each Device Class 1, Class 2 and Class 3 Device specifications must include, and are not limited to: (b) (c) (d) (e) (f) (g) (h) (i) (j) (k) (l) (m) (n) (o) (p) (q) (r) battery standby and battery talk time; energy consumption; charge time; size and weight of Device; screen size (actual size and number of lines of text); phone book capacity; SMS capability; mobile internet capability; MMS capability; GPS capability; camera capability; predictive text capability; data communication capabilities; integrated phone/pda capabilities; ability to communicate with PC, laptop, PDA and other devices (with no additional hardware required and with necessary software provided), including but not necessarily limited to: (i) (ii) (iii) (iv) Bluetooth; ability to use Device to connect a laptop/pda to the internet; back-up of phone-book and other features to laptop or other Device (including compatibility with standard office tools such as Microsoft Outlook and Lotus Notes); calendar synchronisation between Device and PC, laptop, PDA etc. speech recognition (for phone book and other functions); specific absorption rate rating (measure of the level of human exposure to radio frequency emissions); compatibility for use with hearing aids and

9 (s) (t) (u) (v) similar equipment; Speaker Phone; Vibrate; Dual-mode or Multimode; and the countries and/or regions in which the Device will operate (including any limitations on functionality whilst in these countries and/or regions) Class 4 Device specifications must include, and are not limited to: (b) (c) (d) (e) (f) (g) energy consumption; size and weight of Device; network technologies supported; operating systems supported; ability to communicate with PC, laptop (with no additional hardware required and with necessary software provided); specific absorption rate rating (measure of the level of human exposure to radio frequency emissions); and the countries and/or regions in which the Device will operate (including any limitations on functionality whilst in these countries and/or regions) Finance may reasonably change these requirements from time to time to reflect changes in technology and the Australian mobile telephony market. Changes will be effected in accordance with the terms of the Official Order. Note to Tenderers 18 CATEGORY 3 ACCESSORIES 19 Accessories Capability Requirement 19.1 The Tenderer must demonstrate the ability to provide at a minimum, the following Accessories for Class 1, Class 2 and Class 3 Devices: batteries; AC chargers; and USB cables The Tenderer should demonstrate the ability to provide other

10 Accessories including, but not limited to: alternate wired headsets; Bluetooth headsets; fixed vehicle kits; portable vehicle kits; pouches/holders; DC chargers; universal chargers; and memory cards of various capacities. ASSOCIATED SERVICES 20 Supply and Delivery of Hardware Services Capability Requirement 20.1 The Tenderer must demonstrate the ability to: supply and provide free delivery of all Devices, Accessories and/or SIM cards (Hardware Services); deliver Hardware Services to the nominated office of the Agency; deliver to Metropolitan, Rural and Remote Areas of Australia and internationally; provide a flexible and responsive arrangement, whereby Agencies can obtain Hardware Services quickly; operate within the maximum delivery times outlined in Table 27: Maximum Delivery Times for Hardware Services, unless otherwise agreed with the Customer. Table 2: Maximum Delivery Times for Hardware Services Area Metropolitan Rural Remote International Maximum Delivery Time Next Business Day 2 Business Days 3 Business Days 5 Business Days 21 Installation of Fixed Vehicle Kits 21.1 The Tenderer may offer installation of fixed vehicle kits for hands-free operations of Devices, on an as and when required basis. Optional 21.2 Vehicles that are used for regional travel may require fixed Note to

11 vehicle kits with higher gain antennas (e.g. direct coupled antennae) that will give maximum coverage from mobile phone base stations. Such kits must comply with State and Commonwealth statutory requirements regarding mobile telephone service use. Tenderers 22 Hardware Services Acquisition 22.1 The Hardware Services will be sold under the Work Orders rather than leased or transferred through arrangements which bundle minimum call and data volumes into the apparent cost of the Hardware Services. Note to Tenderers 22.2 Agencies will nominate a number of Authorised Representatives who are authorised to order Hardware Services. The Contractor will not accept orders for Hardware Services from any persons who are not Authorised Representatives. 23 Service Desk 23.1 The Tenderer must demonstrate the ability to provide: a Service Desk for: (b) (c) (d) receiving and responding to Carriage and Hardware Services features and functions queries; service ordering; Fault reporting; and ad-hoc user assistance a Service Desk able to be contacted through a freecall or toll-free number a Service Desk that accepts and deals with requests: (b) for Associated Service ordering and Fault reporting, from Authorised Representatives; and for receiving and responding to Carriage and Hardware Services features and functions queries and ad-hoc user assistance, from any Customer Personnel a priority number available for network support on a 24x7 basis for the use of Authorised Representatives and Customer Personnel seeking assistance with network issues, including urgent coverage problems and system outages. Service Desk contact details must be provided in each Work Order that is signed in regards to Carriage and Devices. for Categories 1 and 2 for Category 3

12 24 Priority support 24.1 The Tenderer should demonstrate the ability to provide Priority Support in addition to the Service Desk, providing additional support to VIPs, executives and other Customer Personnel nominated as Priority Personnel. Tenderers should outline their approach to Priority Support in their response. 25 Dedicated Account Team 25.1 The Tenderer must provide details for a dedicated team to provide account management services to Customers. Such dedicated staff must include but not be limited to, specifically for the Australian Government, the following capabilities: a billing specialist; an accounts executive; a technical escalation contact; and the Contractor Representative. 26 Fault Repair and Service Restoration 26.1 The Tenderer must demonstrate the ability to maintain adequate stocks of replacement parts and equipment to support the Services supplied under the Official Order and any Work Order and ensure that all facilities and resources (such as vehicles, equipment and personnel) that are necessary to properly provide the Services are available at all time for that purpose The Tenderer should state whether it is able to remotely delete stored data on lost or stolen Hardware Services. The Tenderer should provide details of this facility The Tenderer must demonstrate the ability to provide notification in writing to the Customer s Representative of any major disruptions, degradation or outages of Services or networks and escalate problem resolution in accordance with the Official Order and notify the nominated Customer Representative at each stage of escalation as and when the problem has been escalated. 27 Lost or Stolen Hardware Services 27.1 The Tenderer should demonstrate the ability to track and deactivate lost or stolen Hardware Services which is activated onto its or a competitor s network to facilitate its recovery The Customer will not be liable for any Charges in relation to the Device and/or SIM card (except the standard account for Category 1 Note to Tenderers

13 keeping fee if applicable) that are incurred after the Contractor is informed by a Customer that a Device and/or SIM card has been lost or stolen and is to be deactivated. 28 Reporting Requirements 28.1 The Tenderer should describe its system for generating reports The Tenderer should describe, with samples, all those reports which it proposes to provide to Customers, a summary of the content of each report and the applicable reporting cycles The Tenderer must demonstrate how it would meet the Commonwealth s requirements for reporting, outlined in the Part H Draft Official Order. 29 Invoicing 29.1 Tenderers should demonstrate the ability to provide a flexible invoicing and financial reporting system that enhances management control over telecommunications. The system should recognise four levels of accountability: Level 1 the Agency as a whole; Level 2 a section within an Agency; Level 3 a subsection within an Agency; and Level 4 an individual number according to user Each Customer should be able to nominate the level at which it will be billed for each Service, and the levels at which financial or Service reports will be generated Contractors should be prepared to negotiate with Customers for billing information to be provided in an agreed format to suit existing internal billing processes (e.g. CSV format) The Tenderer should provide details of any method it is able to provide which would enable the Customer to identify personal calls and the cost to the Customer of those calls so as to facilitate the recovery of the cost from the caller. Note to Tenderers 29.5 The Tenderer should provide sample monthly bills or descriptions of their billing software which demonstrate their ability to meet the requirements in this clause Environmental Considerations 30.1 The Commonwealth is conscious of the need for Agencies to better manage and reduce the environmental impacts from the use of telecommunications commodities. Note to Tenderers 30.2 The Commonwealth s environmental policy will influence its

14 procurement activities. Environmental factors which will be considered by Finance include: use of materials and processes in manufacturing the Services; energy consumption by the Hardware Services; reduction of the Commonwealth's Greenhouse Gas emissions and thereby the Government's overall carbon footprint as a result of procuring the Services; reduction of waste; packaging of the Hardware Services; and end-of-life recycling of the Hardware Services Tenderers should identify the following in relation to the packaging of the Hardware Services: whether the Tenderer is a signatory to the National Packaging Covenant (or its successor); where packaging is necessary, how the Tenderer will ensure the maximum use of recycled materials and use of biodegradable packaging; the minimum number of any of the Hardware Services nominated in a Tender where the Tenderer is able to utilise bulk packaging, rather than individual packaging; and whether the Tenderer has a take-back program for packaging whereby all packaging at the time of delivery is taken back and reused or recycled Tenderers should indicate their capability to handle end-of-life recycling including the following: the percentage of recyclable components of the Hardware Services; re-use of the Hardware Services as a complete unit; and any proposals for the reuse of the Hardware Services to non-government organisations, including schools or Indigenous communities. 31 Rebates 31.1 Tenderers must propose a performance management framework for calculating Rebates to apply to the Services under any Work Order in accordance with the following guidelines: the system should be simple to understand, implement and manage; the Customer s entitlement to Rebates should be visible from a report generated by the Contractor s reporting

15 system and should not require manual calculation; and the system should encourage the Contractor to meet the Performance Factors, which reflect the Customer s key business needs. The system should not reward performance in excess of the Customer s business needs. Finance does not intend to agree to any performance management framework that includes incentive payments to Contractors.

16 32 Performance Factors 32.1 The Performance Factors are the standards required for delivery of the Services The Performance Factors and their measurement set out in this clause 32 are intended to measure how well the Contractor meets the Customers business requirements as set out in this Part F Statement of Requirements and the Official Order The following Performance Factors and associated arrangements are preferred by the Commonwealth; however the Tenderer may propose an alternative arrangement for inclusion in the Official Order Fault Management A Fault may be either a Hardware Services Fault or a Service Fault A Hardware Services Fault is a fault in an item of Hardware Services which requires repair, replacement or modification of the Hardware Services A Service Fault is a fault in a Service (other than Hardware Services) provided by the Contractor. A Service Fault includes the inability to originate or receive a call in a location which has adequate signal coverage and the inability to transmit data to or from a data modem. A failure of a supporting system such as a reporting or billing system is also a Service Fault The Contractor must identify, manage and resolve Faults so as to meet the Performance Factors Any Authorised Representative may report Faults to the Service Desk The Contractor must detect, log, manage and resolve Service Faults and Hardware Services Faults reported by Authorised Representatives to the Service Desk so as to meet the Performance Factors The Contractor must maintain Fault history records and provide monthly Fault management reports to the Customer and/or the Finance Representative in the manner, and to meet the requirements, set out in the Official Order and any Work Order The Tenderer should describe its methods and procedures for: (b) (c) (d) (e) (f) (g) detecting and confirming Faults in any Service; categorising Faults according to their criticality to the Customer and/or Finance Representative; responding to Faults; escalating complicated Faults to higher levels of diagnostic skill; reporting progress on Fault resolution to the Customer and/or Finance Representative; resolving the Fault; and closing the Fault with the Customer The Tenderer should propose an automated system to log, respond to and manage all Faults reported by Authorised Representatives and to report on Faults. The reports provided from the automated system should be in accordance with the performance management framework (if any) specified in

17 the Official Order and a Work Order and be sufficient to be able to be used for the purpose of calculating Rebates The Contractor must provide post-fault review reports which analyse the nature and cause of each Fault and recommend actions to reduce recurrences of the Fault. Post-Fault review reports should be delivered to the Customer Representative. The Tenderer should provide details of its proposed solution and how it will meet the requirements of the Commonwealth set out in this clause The Tenderer should include a full description of its proposed reporting frequency and content for Fault reports Fault Response Time and Fault Resolution Time The Fault Response Time means the elapsed time between when the Service Desk registers the Fault and the time when the Service Desk advises the relevant users of the steps being taken, or the steps to be taken, in order to rectify the Fault The Fault Resolution Time means the elapsed time between when the Service Desk registers the Fault and the time when the Service Desk advises the relevant users of the resolution of the Fault, and the applicable Hardware Services or Service is available for use in accordance with the Performance Factors Where the actual Fault Response Time falls below the specified Performance Factors, the Customer will be entitled to a Rebate Where the actual Fault Resolution Time falls below the specified Performance Factors, the Customer will be entitled to a Rebate If the Customer accepts a workaround for a Service Fault, and the workaround restores the Service to the level of functionality agreed by the Customer when accepting the workaround, any Rebate will be calculated as though the Service had been restored at the time the workaround is implemented The maximum Fault Response Time is a Performance Factor and will be:

18 Table 3: Fault Response Times Time of Fault Notification Maximum Fault Response Time Metropolitan Rural Remote International Business Hours Australian Capital Territory local time 30 minutes 30 minutes 1 hour 4 hours The maximum Fault Resolution Time for a Service Fault is a Performance Factor and will be: Table 4: Service Fault Resolution Time Site Category Maximum Service Fault Resolution Time Metropolitan Regional Remote International 4 Business Hours 12 Business Hours 12 Business Hours plus 1 Business Day 12 Business Hours plus 2 Business Days 32.6 Variation to Performance Factors Variation to Performance Factors during the Term of the Official Order including performance requirements, reporting requirements, Fault Response Times and Fault Resolution Times will be subject to negotiations between the Contractor and the Customer. Changes will be made in accordance with the Official Order Performance Factors The Commonwealth proposes the Performance Factors outlined in Table 30: Performance Factors A failure to meet a Performance Factor may result in the application of a Rebate in accordance with the Official Order and any associated Work Order.

19 Table 5: Performance Factors Services Performance Factor Notes to Tenderers Mobile calls Call drop out Clarity Mobile data transfers Service connection Calls originate and are completed successfully from within published coverage areas for relevant Class of Device. The call failure rate due to call drop out of less than 1%. Carriage and Devices free of any delay, static or unreasonably low volume issues. Data transfers originate and complete successfully from within published coverage areas for relevant Class of Device. Transfers will not be considered successfully completed that include any jitter, latency or packet loss. 90% of applications for mobile service connected within 2 hours of receipt of application sent during Business Hours. 100% of applications for mobile service connected within 24 hours of receipt of application sent during Business Hours. The Tenderer should specify the percentage of mobile calls which its network is dimensioned to carry successfully. The Contractor must provide reporting on this as part of the ongoing contract management. The Contractor must provide reporting on this as part of the ongoing contract management. The Tenderer should specify typical and maximum values for jitter, latency or packet loss for mobile data transfers across the provided network. Number porting 90% of numbers connected within 2 hours. 100% connected within 24 hours. Hardware Services delivery Reporting system (if used) Reports Hardware Services delivered to location specified by the Customer on the agreed date that meets the requirements specified in the Official Order or Work Order. Reporting system has no more than one day of unavailability per month. Reports are accurate, complete and delivered in accordance with the Official Order and Work Order to the Customer on or before the due date specified in An Authorised Representative will certify that Mobile Hardware Services meets the requirements specified in the Official Order or Work Order. This refers to all features of the reporting system which are used by the Customer.

20 the Official Order or Work Order. Invoices Hardware Services loans Lost and stolen Devices and SIM cards Service Desk Fault Response Time Fault Resolution Time for Service Faults Invoices are accurate, complete and delivered in accordance with the Official Order and Work Order to the Customer on or before the due date specified in the Official Order. Compatible Hardware Services is provided on loan to the Customer within one Business Day of a request from the Authorised Representative plus relevant Delivery Time as specified in Table 27: Maximum Delivery Times for Hardware Services. Deactivation of the Device is achieved within 5 minutes of notification to the Contractor by the Customer that the Device or SIM card requires deactivation. Replacement Device or SIM card is available within one Business Day of notification plus relevant Delivery Time as specified in Table 27: Maximum Delivery Times for Hardware Services. 90% of calls placed to the Service Desk are answered within 15 seconds. 100% of calls placed to the Service Desk are answered within 30 seconds. The Fault Response Time must not exceed the times specified in Table 28: Fault Response Times. The Fault Resolution Time for Service Faults must not exceed the times specified in Table 29: Service Fault Resolution Times.