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## 7.4.6. Requirements for Service Level Agreement (SLA) 

Supplier must provide a Service Level Agreement aligned with the scope and objectives of this contract including the following items within minimum thresholds: 

## Pre-sales and Support: 

## Purchase: 

• Time to answer technical questions: 2 business days; 

• Request for offer: 5 business days; 

On site delivery in NL: Standard Racks and standard components 4 weeks / customised racks and customised components 8 weeks; 

• On site delivery in EU+EFTA: Standard Racks and standard components 6 weeks / customised racks and customised components 10 weeks; 

• On site delivery outside EU+EFTA: Standard Racks and standard components 10 weeks / customised racks and customised components 14 weeks; 

## Maintenance: 

• Successful tenderer’s Helpdesk shall be available in English via phone and/or email during Europol regular working hours 08:00 to 18:00. 

• Response and resolution times (from Call Initiation) in case of unplanned maintenance that could include part replacement in the case of break-fix (replaced equipment must be picked up by the provider): 

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