ARPC AH Support
Tender ID: 559844
Tender Details
Tender Description
This Tender is invited by the Issuer.
Scope of Service: Providing an after-hours call answering service for ARPC. The service will focus on handling cyber incident-related calls, performing initial triage actions, and escalating to ARPC IT personnel as required.
Contract Term
12 months: 1 July 2024 – 30 June 2025
Hours of Coverage (Australian Eastern Standard Time)
• Weekdays: 5:00 PM to 8:30 AM
• Weekends: 24-hour coverage
• NSW Public Holidays: 24-hour coverage
• Christmas and New Year Shutdown: 12:00 PM on December 24, 2024, to 8:30 AM on January 2, 2025
Services Included
• Answering incident-related calls. Scope will be provided & maintained by ARPC.
• Performing basic initial actions as defined by incident response plans.
• Escalating calls to ARPC if required
• Providing a dedicated phone number for ARPC with multi-layer call routing
Deliverables
• 24/7 call answering service during specified hours.
• Triage and initial action as per provided incident response plans.
Escalation to ARPC as required.
Location
