The Buyer is seeking a suitable supplier for the provision of a Level 2 Help Desk - Cloud Support and the related technical development and support services for the National Joint Common Operating Picture (NJCOP), which is hosted by the Buyer on behalf of National Emergency Management Agency (NEMA).

The Buyer provides a 24 hours/seven days per week (24/7) Level 1 Help Desk which provides the primary interface to users of the NJCOP. Based on the NEMA’s standard operating procedures (SOP) for the NJCOP environment, events that indicate there is an infrastructure/hosting issue, would be raised by the Level 1 Help Desk staff with the Seller's Level 2 Help Desk – Cloud Support.

The NJCOP Dashboard infrastructure is instrumented with a range of metrics reflecting operational and service level conditions. Automated monitoring of these metrics may result in alerts when thresholds are exceeded. These alerts would be directed to the Buyer’s Level 1 Help Desk for triaging in the first instance.

Where necessary, issues and incidents that require escalation beyond the Level 1 Help Desk will be raised with the Seller’s Level 2 Help Desk.

The Level 2 Help Desk - Cloud Support will operate a 24/7 on-call roster to ensure that the required service levels for incidents are met.