Technical support and maintenance for RICOH IM C2000 multifunction printers

Summary

The procurement covers comprehensive technical support and maintenance for the Tenerife Island Council’s 200 RICOH IM C2000 multifunction printers, including the components and software needed to operate them. The work includes logging, diagnosing and repairing faults; supplying and installing new genuine RICOH spare parts; updating firmware; and maintaining associated management software, print queues and central management solutions. Support must be available remotely and, where necessary, on site. At least 90% of incidents must be resolved by the next working day. Service results are measured monthly and reviewed quarterly. The contract runs for 36 months. The maximum monthly charge is EUR 22.50 per device excluding tax; the budget is EUR 162,000 excluding the 7% IGIC tax and EUR 173,340 including it. Price is worth up to 94 points, while an offer to improve the share of incidents resolved by the next working day is worth up to 6 points. Bidders must demonstrate annual turnover from similar services of at least EUR 97,200 and relevant experience worth at least EUR 45,360 in the best-performing of the previous three years. As an alternative way to demonstrate qualification, bidders may use classification in group V, subgroup 3, minimum category 1. Ricoh official partner or authorised distributor status is required, as is medium-level information security compliance certification for all information systems used to deliver the service.