Provision of On Train Wi-Fi maintenance and software support

Description

This contract covers the provision of On Train Wi-Fi (OTW) System Availability via an X6i router and Passenger Access Points in each train vehicle. The OTW is important to Northern's customers for utilising Wi-Fi on-board however it is also needed for a range of other critical services including Closed Circuit Television (CCTV), Electronic Point of Sale (EPOS), Remote Condition Monitoring (RCM), and Passenger Information System (PIS) that are required to operate the trains in passenger services in line with ORR regulations. The agreement covers provisions of supplying/ overhauling/ maintaining the hardware that was installed across the 260 units however the largest proportion of ongoing costs with the supplier is for the back-office and hosting support. This Backoffice support covers 24/7 monitoring of the OTW and the support systems that hang off the OTW. The requirements for this monitoring are in line with the following; a) for P1 Digital Train Incidents, promptly (and in any event within thirty (30) minutes after discovery of a Digital Train Incident) notify the Company's Onboard Systems On-Call representative by calling the central number to notify the Company of the P1 Digital Train Incident b) For P2, P3 and P4 Digital Train Incidents, promptly (and in any event within thirty (30) minutes after discovery of a Digital Train Incident) notify by email to the Company's points of contacts. c) if the Digital Train Incident relates to a Connected Onboard System, the Contractor shall notify the supplier of the Connected Onboard System about any Digital Train Incident discovered during the monitoring promptly (and in any event within thirty (30) minutes after discovery of a Digital Trian Incident).