Mitel Software and Maintenance

Description

This agreement covers the maintenance and support of the Wales Genomic Health Centre’s Mitel MiVoice MXOne telephony system, including approximately 300 extensions, a virtual MXOne server, an AudioCodes Session Border Controller, and an onsite media gateway. The contract ensures continuity of essential NHS telephony services through a resilient 24/7 support model, guaranteed response and fix times, comprehensive system documentation, cybersecurity assurances, structured escalation processes, and detailed reporting. The agreement is to be awarded via the RM6116 Lot 4b framework (Wavenet – SO320), providing a fully compliant and efficient route to secure a specialist supplier with the required technical expertise to maintain and support the current telephony infrastructure Lot 1: This agreement covers the maintenance and support of the Wales Genomic Health Centre’s Mitel MiVoice MXOne telephony system, including approximately 300 extensions, a virtual MXOne server, an AudioCodes Session Border Controller, and an onsite media gateway. The contract ensures continuity of essential NHS telephony services through a resilient 24/7 support model, guaranteed response and fix times, comprehensive system documentation, cybersecurity assurances, structured escalation processes, and detailed reporting. The agreement is to be awarded via the RM6116 Lot 4b framework (Wavenet – SO320), providing a fully compliant and efficient route to secure a specialist supplier with the required technical expertise to maintain and support the current telephony infrastructure